T-Mobile Usa Inc

Revdex.com:
  Hi' Yes, the issue is resolved and you can go ahead and close my complaint. Much appreciated....     [redacted]

Complaint: [redacted]
I am rejecting this response because: Any unauthorized charges the company should be responsible for reversing these charges since T-mobile states "These are valuable charges to the account". She shouldn't have to call her bank and have them reversed that way, because it cause her more inconvenience to have to get new account numbers, changing her numbers on important payment she has, as well as waiting for a new card. T-Mobile should be held responsible for their screw up, and reverse these charges.  
Sincerely,
[redacted]

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 9, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated to the 2016 Friends and Family Two Lines On Us promotion.
According to our records on November 19, 2016, Mr. [redacted] placed an order for two iPhone SE devices and four SIM Starter kits during our 2016 Friends and Family Two Lines On Us promotional period. Mr. [redacted] activated a total of four new lines of service ending in [redacted] utilizing the aforementioned SIM Starter kits.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly promotional bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. Please note that the promotional bill credits would be applied within two to three billing cycles of activation.
In reviewing Mr. [redacted]’s account, we confirmed that the account billing cycle closes on the 1st of each month. As such, the above promotion should have impacted the account by March 1, 2017. Our records indicate that on March 6, 2017, and April 8, 2017, promotional bill credits totaling $80.00 were manually posted to the account as part of the 2016 Friends and Family Two Lines On Us promotion. As such, these promotional bill credits covered the monthly recurring charges for two lines for the billing period of December 2, 2016, through February 1, 2017.
In an effort to resolve Mr. [redacted]’s concerns regarding the 2016 Friends and Family Two Lines On Us promotion, on April 11, 2017, T-Mobile ensured that the account is properly subscribed to the 2016 Friends and Family Two Lines On Us promotion and that going forward he will continue to receive the two promotional bill credits in the amount of $20.00 each per line. Additionally, on April 11, 2017, T-Mobile issued a one-time courtesy credit of $120.00 for the 2016 Friends and Family Two Lines On Us promotion for the months of February 2017, through April 2017, leaving the account with a remaining balance of $38.48. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted] Executive Response

May 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] experienced regarding our 2016 iPhone 7 Trade Up offer. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
T-Mobile records confirm that on September 12, 2016, Ms. [redacted] placed two orders for three iPhone 7 Plus devices on our Equipment Installment Plan (“EIP”) program. Ms. [redacted] was not required to make a down payment; however, she agreed to pay $263.82, for the taxes on the full retail price of the equipment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.09 for each iPhone 7 Plus device.
Please be advised that three devices were surrendered for trade-in as part of the promotion eligibility requirements as follows:
• iPhone 6 16GB Phone line [redacted] • iPhone 6 16GB Phone line [redacted]
• iPhone 6 16GB Phone line [redacted]
The trade in for the phone line ending in [redacted] was received and an account credit of $195.00 for the device was placed on the account on October 21, 2016. Furthermore, the phone line ending in [redacted] has continued to receive monthly promotional bill credits of $18.96 in alignment with the promotion.
T-Mobile records confirm that on November 2, 2016, the trade-in devices associated with phone numbers ending in [redacted] and [redacted] were inspected and it was determined that the Find My iPhone feature was enabled on both devices which caused the devices to fail the trade-in requirements. Although Ms. [redacted]’s account was on the correct rate plan, account credits were not applied for her phone lines ending in [redacted] and [redacted] as she had missed the trade-in eligibility requirements for the promotional bill credits.
T-Mobile contacted Ms. [redacted] on May 23, 2017, and in effort to amicably resolve this matter, T-Mobile agreed to honor the promotion in full. As part of the resolution T-Mobile adjusted all previously billed EIP charges for the iPhone 7 plus devices on the phone lines ending in [redacted] and [redacted]. This was an adjustment of $352.99 for each phone line, making a total adjustment of $705.98. Following this adjustment, Ms. [redacted]’s account currently reflects a credit balance of $256.72. T-Mobile further closed both EIPs for the phone lines ending in [redacted] and [redacted]. Pursuant to the phone conversation, Ms. [redacted] advised this issue has been resolved to her satisfaction.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

August 1, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 19, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] has been designated as an authorized user of the account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her Samsung J7 devices. T-Mobile records confirm that on November 28, 2016, Ms. [redacted] purchased three Samsung J7 devices on an Equipment Installment Plan (“EIP”). The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service.  Customers can make additional payments at any time which will reduce the number of payments required or pay the total balance in full at any time.   As of the time of Ms. [redacted]’s purchase of new handsets for use on the mobile numbers ending in [redacted] T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it met their needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.    By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her devices.  Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! feature.  During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.   Upon speaking with Ms. [redacted] and her husband [redacted], T-Mobile advised of the limited year warranty provided through their device manufacturer and of the extended warranty protection provided through their JUMP! feature.  Pursuant to the subsequent phone conversation Mr. Lester advised that he feels that all devices are of the same quality and he felt the best resolution would be to purchase non-T-Mobile branded equipment and use T-Mobile SIM cards in those devices.  In effort to amicably resolve this matter, T-Mobile has closed the EIP for the Samsung J7 devices. Ms. [redacted] then advised that this matter has been resolved to her satisfaction. T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jamen F[redacted] Executive Response

June 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 28, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Ms. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her refund. T-Mobile records confirm that on May 11, 2017, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 Gray handset. Ms. [redacted] was required to make a down payment of $130.00 and then agreed to a series of 24 monthly installments of $30.00.
T-Mobile records confirm that on June 2, 2017, T-Mobile received Ms. [redacted]’s Samsung Galaxy S8 handset. Therefore, T-Mobile closed the remaining EIP balance, reducing it to zero. On the same day, T-Mobile issued a refund of Ms. [redacted]’s payment of $189.50, for the handset down payment and taxes. As mentioned in our previous response to your office, please note that it may take up to 30 day from the date of receipt for customers to receive a refund. Should Ms. [redacted] wish to discuss this matter further, she may contact me at the number listed below. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana [redacted]
Executive Response

November 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 10, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her new device. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our retail location. T-Mobile records indicate on August 19, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Light device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On November 1, 2016, Ms. [redacted] started a new EIP for a Samsung On5 device. Please be advised that customers returning equipment within the return period may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. Please note the Samsung Galaxy Light device has 8GB of internal storage and can hold a memory card up to 32GB to assist with additional storage. The Samsung On5 device has 8GB of internal storage and can hold a memory card up to 256GB to assist with additional storage. T-Mobile regrets Ms. [redacted]’s new Samsung On5 devices memory was depleted soon after downloading applications. In an effort to amicably resolve this matter, T-Mobile can offer Ms. [redacted] the return of her Samsung On5 in good working condition for a full refund to the Executive office without being assessed a restocking fee. Additionally, T-Mobile can offer to send Ms. [redacted] a Samsung Galaxy Light device. Ms. [redacted] can contact me at the number below no later than December 16, 2016 should she wish to take advantage of this offer. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jennifer G[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

May 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 20, 2016, regarding the above-referenced account. T-Mobile regrets hearing of Ms. [redacted]’s concerns with the outstanding balance on her account and the Change of Responsibility (“COR”) she completed in July 2015. A review of Ms. [redacted]’s account confirms that at the time she completed the COR her account had one mobile number active ending in [redacted]. Records confirm that on July 28, 2015, mobile number ending in [redacted] was moved to another T-Mobile account as part of a COR, which subsequently and automatically cancelled Ms. [redacted]’s account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. It is important to note that the original billing responsible party, in this case Ms. [redacted], will remain responsible for all service charges through the time the COR is completed. Further review confirms that Ms. [redacted]’s last payment to the account was on June 18, 2015, for the bill cycle of May 9, 2015, through June 8, 2015, equaling $85.09 which satisfied the balance found on the billing statement dated June 9, 2015. Ms. [redacted]’s following billing statement dated July 9, 2015, reflected a balance in the amount of $85.10 which included the period from June 9, 2015, through July 8, 2015. This balance remained unpaid. Ms. [redacted]’s final billing statement dated August 9, 2015, reflected a balance in the amount of $137.36, which consisted of past due service charges in the amount of $85.10, and new service charges in the amount of $52.26 for the period from July 9, 2015, thorough the cancelation of the account on July 28, 2015. It is T-Mobile’s position that Ms. [redacted]’s account was bill correctly. Ms. [redacted]’s payment that was due on August 1, 2015, was not received on time. T-Mobile provided Ms. [redacted] with late notices and a billing notification providing the payment due date. Due to non-payment, on November 7, 2015, Ms. [redacted]’s account was transferred to third party collection agency Receivables Performance Management to collect payment. Although it is T-Mobile’s position that Ms. [redacted]’s account balance is valid and owed, as a courtesy, and in an effort to amicably resolve this matter, on May 3, 2016, T-Mobile issued a credit in the amount of $137.36 bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
James was very understanding of my issue and I would like to say thank youSincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I was charged $27.22 for the sim card, so this compensation does not cover the amount lost through T-Mobile's negligence. Additionally on the latest statement I was charged a $1.50 cancellation fee. Screenshots attached.

Thanks I tried replying several time to you guys that I am satisfies with how the business handled this issue, but your Complaint Management portal is very unfriendly and I couldn't figure out how to reply.

July 10, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2015, regarding the above-referenced account. T-Mobile records indicate Mr. [redacted] was a prepaid customer who benefited from T-Mobile’s Gold Reward program. Please be advised the Gold Reward status can be reached one of two ways. The first is through an accrual of refills that total at least $100.00. The first refill following the final qualifying refill will be with Gold Rewards status. The second way to achieve instant Gold Reward status is to purchase one refill coupon with a value of $100.00. In order to maintain Gold Rewards status, a refill must be processed within 365 days of the qualifying refill. Please be advised that there is no restriction as to when a refill can be purchased. As Mr. [redacted] rarely utilized his T-Mobile prepaid account, it may be beneficial to extend the period between refills as long as possible while staying within the 365 days from the prior refill. Reminders in regards to expiry dates are sent to customers via text message to help prevent forfeiting any available credit balance. T-Mobile records indicate Mr. [redacted] last refilled his prepaid account on May 7, 2014. On May 8, 2015, Mr. [redacted] credit balance of $216.67 was forfeited as he had not remitted additional payments to maintain his Gold Reward status or to extend his expiration date. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, on May 8, 2015, Mr. [redacted] balance of $216.67 was forfeited and was not available for refund. However, in an attempt to amicably resolve this matter T-Mobile has agreed to send Mr. [redacted] a credit refund in the amount of $216.67 to the address supplied at the time of our conversation. Mr. [redacted] acknowledged his understanding that his refund will arrive in the form of a MasterCard refund card which will be delivered within five to seven business days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at the address below or[redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

January 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 30, 2015, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any frustration Mr. [redacted] encountered with his equipment return. T-Mobile records confirm that on August 26, 2014, Mr. [redacted] purchased an LG G3 for his number ending in 7989. At the time of purchase Mr. [redacted] elected to finance the equipment through the Equipment Installment Plan (“EIP”) wherein he agreed to pay the balance of $598.80 in 24 monthly installments of $24.95. It is important to note that mobile number ending in [redacted] on Mr. [redacted]’s account is subscribed to the $10.00 JUMP! Bundle feature. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. When a customer performs a JUMP! upgrade they are required to return their equipment and once received the remaining EIP balance is waived. Further records confirm that on August 27, 2015, Mr. [redacted] participated in our JUMP! program wherein he purchased an LG G4 device for the above number. Mr. [redacted] agreed to return the LG G3 device for a waiver of the remaining EIP balance at the time of $349.30. Unfortunately, there is no record that the LG G3 device has been returned to T-Mobile. As such, the EIP for the LG G3 remained active. Nevertheless, in an effort to amicably resolve this issue, we have ended the EIP for the LG G3 and waived the remaining balance of $224.55. Furthermore, we have applied a $124.75 credit to Mr. [redacted]’s account for the monthly EIP charges which were billed to his August 2015, September 2015, October 2015, November 2015 and December 2015 billing statements. This credit has reduced Mr. [redacted]’s account balance to $72.20. Mr. [redacted] may verify his balance by dialing #225# on his T-Mobile device or by visiting www.T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

September 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated September 11, 2016, regarding the above-referenced account. We regret Mr. [redacted]’s concern regarding the return of his coverage device. The T-Mobile 4G/LTE CellSpot is a unique and simple solution that improves a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Please note that the CellSpots are T-Mobile owned devices. If the device is not returned upon cancellation of service, there is a $289.00 non-return fee that is assessed to the account. Please be advised on July 18, 2016, T-Mobile records indicate Mr. [redacted] cancelled his account with the port-out of his numbers. Records further confirm at the time of cancellation, T-Mobile mailed Mr. [redacted] a return kit that includes a prepaid return mailing label for the CellSpot coverage device. T-Mobile regrets that Mr. [redacted] did not receive the return kit. As T-Mobile did not receive the device within 30 days of the cancellation of service, Mr. [redacted]’s account was billed the non-return fee of $289.00 plus tax. However, our records confirm that we successfully received the device outside of the 30 day period and have provided an account credit for the billed fee. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to provide a refund of the billed non-return fee and additional compensation totaling $406.34, mailed to him in the form of a prepaid refund card. Please note these steps will return Mr. [redacted]’s account to a zero balance. Mr. [redacted] accepted our offer as resolution. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

April 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to her refund. T-Mobile records indicate that on April 14, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPad Wi-Fi cell 32GB. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $27.99 plus the taxes and agree to a series of 24 monthly installments in the amount of $18.00. T-Mobile records show that Ms. [redacted] completed a payment of $200.00 to have the difference applied towards the EIP.
On April 15, 2017, Ms. [redacted] purchased an Apple iPad PRO 32GB under our EIP offering. Please be advised that T-Mobile records reflect that Ms. [redacted] is still in possession of both the above mentioned devices. Ms. [redacted] stated in her correspondence to your office that she had returned the Apple iPad Wi-Fi cell and that T-Mobile did not refund her in full. However, upon speaking with Ms. [redacted] on April 27, 2017, she confirmed that she decided to keep the device and that the third-party retail store has already refunded her for the amount of $200.00 as well.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]
Executive Response

August 16, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 4, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] has experienced with regards to the “iPhone 7 Trade-Up” promotional offer.  Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.   On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who traded-in their fully paid off Apple iPhone 5 or above handset.  Customers that purchased a new Apple iPhone 7 32GB handset on an Equipment Installment Plan (“EIP”) and traded-in their fully paid off Apple iPhone from any carrier will receive a onetime trade in credit as well as monthly EIP bill credits to reduce the total cost of the new Apple iPhone 7 handset.   Please be advised that those that trade-in an Apple iPhone 6, 6 Plus, 6S, or 6S Plus handset will receive the phone at no cost after a trade-in credit and monthly EIP bill credits; customers that trade in the Apple iPhone 5, 5C, 5S, or SE handset will receive the handset at a final cost of $250.00. Please note that the traded in device must be traded in in good working and physical condition to receive full trade in credit.  Should customers choose the Plus size model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the Apple iPhone 7 or Apple iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant.   Additionally, the trade-in device must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion.  Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement.   T-Mobile records indicate that on September 9, 2016, Ms. [redacted] submitted a trade-in of one Apple iPhone 5 16GB handset and received a $45.00 trade in credit for this device on October 9, 2016.  Ms. [redacted] also submitted a trade-in of one Apple iPhone 6 Plus 64GB handset and received a $171.00 trade in credit on November 20, 2016.  Records also indicate a trade in of an Apple iPhone 6 handset which due to an inadvertent error was rejected by our system causing the missing trade-in credit.   In a conversation with Ms. [redacted] on August 8, 2017, T-Mobile has agreed to issue a onetime $160.00 credit toward her account balance in order to compensate for the missing trade in credit. Please note that this credit reflected as a $160.00 account credit balance on Ms. [redacted]’s account.  T-Mobile regrets any inconvenience to Ms. [redacted].    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Thania R[redacted] Executive Response

I'm so sorry for being late, I received the iPhone 7 and T-mobile revived the Samsung galaxy s7 too for now everything looks good thanks very much Revdex.com and T-mobile. Sent from my iPhone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]