T-Mobile Usa Inc

September 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 August 30, 2017, regarding the above-referenced account.  T-Mobile is pleased to report we have resolved this matter to Mr. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience Mr. [redacted] may have experienced while attempting to redeem his T-Mobile Tuesdays gift. T-Mobile Tuesdays is our way of giving customers the proper thanking they deserve for being with T-Mobile.  In Mr. [redacted]’s letter to your office he outlined concerns regarding not being able to redeem a free oil change provided by Meineke during a recent T-Mobile Tuesday offering.   Please be advised that if customers booked appointments at non-participating locations or they were turned away from non-participating locations, Meineke is sending an email to these customers thanking them for selecting the T-Mobile Tuesdays offer. The email asks the customer if they'd like Meineke to reschedule them for an oil change at a participating location. If a customer chooses "Yes," they'll be manually rescheduled with the help of someone from Meineke's call center. 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.   James H[redacted] Executive Response Tell us why here...

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.
I do want to note in response to T-Mobile's reply that I was notified via T-Mobile text that my line qualified for the promotion. I then double checked by going to a physical T-Mobile official store and verifying with the T-Mobile representative that my current plan and line qualified for the promotion and that I would not have to make any changes beyond trading in my Samsung Note 4. Based on the actions taken on my part and the direction received by T-Mobile, I followed more than the due diligence required as a conscientious consumer to verify that I qualified for the promotion without any need for changes to my line or plan. The issue is now resolved, but required significant effort (at least 6 different representatives, more than 8 hours, phone/in-person/facebook/messenger) on my part to reach resolution. 
Sincerely, [redacted]

July 2, 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 26, 2015, regarding the above-referenced account. In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal. T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. T-Mobile records indicate Mr. [redacted] activated his account on November 18, 2014, when he ported his numbers from another provider. At the time of Mr. [redacted] activation device charges for installment plans and lease fees were not included in the early termination fee reimbursement program. As such, when Mr. [redacted] submitted his final billing statement, his reimbursement request was declined. However, in an effort to amicably resolve Mr. [redacted] concerns, on June 30, 2015, T-Mobile spoke with Mr. [redacted] and has requested that he provide a copy of his final billing statement from his previous provider, showing the itemized charges billed. Upon receipt and review of this statement, a refund will be issued to Mr. [redacted] for the device charges incurred. T-Mobile requests that Mr. [redacted] provide this documentation via an email to my attention at [email protected] no later than July 15, 2015. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. 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. [redacted] Executive Response

December 9, 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 25, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any coverage issues Ms. [redacted] has experienced at her work location. T-Mobile confirms that Ms. [redacted] contacted T-Mobile on November 20, 2015, due to her data was not working correctly. T-Mobile attempted to troubleshoot with Ms. [redacted] on November 20, 2015 and November 21, 2015, however our attempts proved unsuccessful. On November 22, 2015, T-Mobile filed Service Request [redacted] which came back as no trouble found and all serving sites were working well. T-Mobile records indicate that on November 25, 2015, Ms. [redacted] cancelled her account on when she ported her mobile numbers to another service provider. It is important to note that as T-Mobile was unable to find any network problems a credit would not have been provided. However, in an effort to amicably resolve this matter, should Ms. [redacted] choose to accept, T-Mobile will issue a refund of $20.00 for the five days she encountered internet issues at her work place. As T-Mobile has not been able to speak with Ms. [redacted] we respectfully request that Ms. [redacted] contact me directly at the telephone number below or via email at [redacted] T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. 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. Luv V[redacted] Executive Response

July 26, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 12, 2017, regarding the above referenced file number.   T-Mobile regrets any concerns Mr. [redacted] may be experiencing in regards to his Mobile Device Unlock (“MDU”).  Our records confirm that Mr. [redacted] was provided the proper MDU for his Alcatel One Touch Fierce XL handset on July 13, 2017.  Upon entering this code, the device should indicate that the network unlock was successful.    T-Mobile records indicate on July 17, 2017, Mr. [redacted] reported the Mobile Device Unlock was unsuccessful, at which time T-Mobile verified that the original code provided was correct.  As the MDU was confirmed to be correct for the device but the device remained locked, Mr. [redacted] was advised that he would need to contact the device manufacturer, Alcatel, at 855-368-0829 for further assistance and possible device replacement.  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.   Alyssa K[redacted] Executive Response

September 15, 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 September 7, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with respect to her Carrier Freedom reimbursement. 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] recent contact with our retail location.   Please note that along with other qualifying factors that must be met, Carrier Freedom is only redeemable once in a lifetime per mobile phone line.  T-Mobile records indicate that on February 17, 2016, Ms. [redacted] activated the above account with three mobile phone lines.  Please be advised that on March 20, 2016, T-Mobile issued a Carrier Freedom reimbursement for Ms. [redacted]’s three mobile phone lines totaling the amount of $392.70.    On May 23, 2017, Ms. [redacted] cancelled her T-Mobile account by transferring her mobile phone numbers to another service provider.    T-Mobile records indicate that on August 19, 2017, Ms. [redacted] transferred her mobile phone numbers back to T-Mobile from her previous carrier and reactivated her account.  Also on this date, Ms. [redacted] submitted her previous carrier’s final billing statement for Carrier Freedom reimbursement; however since she received a previous reimbursement, her submission was declined.        In addition, at the time of reactivation, T-Mobile records cannot confirm that Ms. [redacted]’s account was eligible for a promotion totaling the amount of $300.00.    On September 7, 2017, in an effort to amicably resolve this matter, T-Mobile issued a prepaid debit card in the amount of $2,331.22 to Ms. [redacted] for her Carrier Freedom reimbursement, which will be delivered within seven to ten business days from this date.  In addition, due to the misinformation provided to Ms. [redacted] regarding a promotional credit totaling the amount of $300.00, a $200.00 billing credit was applied to her T-Mobile account updating her to a credit balance of $200.00.  Ms. [redacted] was satisfied with this offer as a resolution to her concerns.  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.   Cesar R[redacted] Executive Response

December 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 November 27, 2016, regarding the above-referenced account number.
T-Mobile regrets any concerns Ms. [redacted] has in regards to our 2016 Friends and Family 2 Lines On Us offer. Please be advised, from November 18, 2016 to November 22, 2016, eligible customers who had or activated two voice lines on T-Mobile ONE or Simple Choice could get up to two additional lines for free.
T-Mobile records confirm Ms. [redacted] initiated a Change of Responsibility (“COR”) to have two numbers moved from another account to her account. We confirmed two new lines could be activated then replaced with the COR numbers and still be eligible for this offer. However, the new lines were not activated until November 27, 2016. As such they were not eligible to participate in the above promotion.
However, as a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, on December 2, 2016, we offered a credit of $960.00 to cover two lines of service at $40.00 per line for one year. Ms. [redacted] declined this offer but we advised she may still accept the offer on or before December 31, 2016.
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.
Daniel R[redacted]
Executive Response

December 23, 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 20, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’ concerns to her satisfaction. T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences. T-Mobile records confirm that, on January 30, 2016, Ms. [redacted] activated account number [redacted] in addition to her currently active account number listed above. This account was activated with two mobile numbers ending in [redacted] and [redacted]. T-Mobile records indicate that during account activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Note 5 handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $108.00 plus sales tax and agree to a series of 24 monthly installments in the amount of $52.40. A Change of Responsibility (“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 numbers and, if applicable, the equipment moved to the new account. T-Mobile has investigated this matter and found that the COR for Ms. [redacted]’ mobile numbers ending in [redacted] and [redacted] was processed on May 21, 2016. As of that date, Ms. [redacted] was no longer financially responsible for these numbers however the EIP balances were not successfully transferred to the new account. It is important to note that, because account number [redacted] had only two active lines, upon completion of the COR, the account was canceled. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. When account number [redacted] was canceled on May 21, 2016, the remaining EIP balance of $784.94 was accelerated and posted to the final billing statement dated June 2, 2016. The total balance reflected on the final billing statement was $920.09 and included an unpaid balance of $178.60 and new charges totaling $741.49 that consisted of the accelerated EIP balance as well as adjustments to prorate the final month’s service charges as the account was canceled mid-cycle. T-Mobile was unsuccessful in collecting payment on this balance therefore, on August 28, 2016, the account was transferred to an outside collection agency. This transfer incurred a collection fee of $23.97 and resulted in a revised balance of $944.06. It is T-Mobile’s position this balance was accurate. In order to provide Ms. [redacted] with a truly Un-Carrier experience, and due to her extensive tenure, T-Mobile has agreed to waive the outstanding balance in full. 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. 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. Liana 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. However, in response to their claim that their paperwork reflects that I agreed to buy the phone cases, I will say that "my" paperwork does not reflect this at all. I do not have cases from T-mobile for those phones as I did not agree to buy them. I appreciate that T-mobile has amended the charges but I do not appreciate being called a liar.  T-mobile needs to look into the actions of their employee as this experience has made me wary of going to any of their stores to do business again.Sincerely, [redacted]

Revdex.com:
Attn: [redacted]
Revdex.com Resolutions Consultant
 
This is to advise that the above complaint has been fully resolved. Thanks to your efforts, I was contacted the day after submitting my complaint by Robert R[redacted] from the T-Mobile Executive Response, T-Mobile...

USA. Mr. R[redacted] stayed with me all the way, keeping me informed, as we worked out the issues with the third-party vendor. Today, I went in and returned the phone, which had been sold to me under false pretenses, and got a full refund.
 
Thanks again for providing this service and giving consumers an outlet where their complaints will get the attention needed to be treated seriously and resolved.
 
Sincerely,
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:The charges appear on the bill do not add up to correct amount, I should be charge ( $120 for 4 lines + tax & fees + $35.42 Device installment) but I was billed $246.31 last month, T-Mobile representative made  correction to charged amount upon calling customer services. I'm not convince that issue is resolved, I have been told by T-Mobile representative on several occasions in the past that I will not be charged extra on future bills and issue was resolved. I would like to see one bill with correct amount charged. 
Sincerely,
[redacted]

August 10, 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 July 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards to our 2017 Q1 Apple Promotion. 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 any of Mr. [redacted]’s contacts in any of our store locations or with Customer Care.
Available from March 3, 2017, through March 9, 2017, the 2017 Q1 Apple Promotion was an offer that enabled eligible customers to purchase an iPhone 7 Plus 128GB handset for the cost of $200.00 after instant trade-in and mail-in rebate. In order to be eligible for the offer, customers were required to purchase a qualifying iPhone on our Equipment Installment Plan (“EIP”), port in a number from another provider, trade-in a qualifying device, and subscribe to an eligible Unlimited Data feature.
T-Mobile records indicate that on March 5, 2017, Mr. [redacted] purchased an iPhone 7 Plus 128GB handset on EIP for use on the mobile number ending in [redacted]. As T-Mobile records indicate that Mr. [redacted] did not port in a number, nor did he have a qualifying Unlimited Data feature, he was not eligible for the rebate. As Mr. [redacted] did not meet the promotional requirements, it is T-Mobile’s position that a rebate was not issued for the 2017 Q1 Apple Promotion.
Nevertheless, upon speaking to Mr. [redacted] on August 2, 2017, T-Mobile agreed to absolve Mr. [redacted] of the remaining balance of his iPhone 7 Plus 128GB handset by issuing a credit in the amount of $570.00 in an effort to amicably resolve his concerns.
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.
Anthony M[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]s

December 29, 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 16, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted]. Please be advised T-Mobile has received email correspondence from Mr. [redacted] stating he is unavailable to address his concerns at this time and will be available after the New Year 2017. T-Mobile is sorry to hear that Mr. [redacted] has concerns about our new and exciting T-Mobile ONE offer. T-Mobile ONE represents a fundamental change to current carrier data plans and pricing, allowing customers unlimited access to talk, text and high speed mobile data – so they can use data as they please, when they please, without worrying about data usage or high speed “buckets” on their plans. However, since our original announcement, we have heard from some customers that access to HD quality video is important for them. Therefore, as we always do, we listened to the feedback from our customers and, on Monday, August 29, 2016, we announced new HD video options to choose from. First, we will be offering unlimited HD Day Passes to T-Mobile ONE customers - for just $3.00 per day – beginning in October. Second, T-Mobile announced T-Mobile ONE Plus for power users who want to stream unlimited HD video and get faster mobile hotspot data speeds, including when traveling. T-Mobile is the first and only wireless provider to offer unlimited high speed mobile hotspot data. For an additional $25.00 per month, per line of service, customers can upgrade to T-Mobile ONE Plus and receive unlimited mobile hotspot data, unlimited HD data passes and twice the browsing speeds when traveling abroad. More information about T-Mobile ONE and T-Mobile ONE Plus can be found at: https://newsroom.t-mobile.com/news-and-blogs/t-mobile-one-amped.html. It is important to note that the unlimited mobile hotspot feature is tailored to the T-Mobile ONE rate plan and cannot be added to different plan options. T-Mobile regrets any inconvenience regarding this matter. Please be advised that Mr. [redacted]’s current rate plan is our T-Mobile ONE which for $120.00 before taxes and unlimited access to talk, text and high speed mobile data. Mr. [redacted] subscribes to the additional T-Mobile ONE Plus feature for $25.00 on lines ending in [redacted] and [redacted]. It is important to note that Mr. [redacted] also subscribes to JUMP! for $12.00, and the Voicemail to text for $3.99 on line ending in [redacted]. Additionally, Mr. [redacted] has two Mobile Internet lines ending in [redacted] and [redacted] on our Mobile Internet On Demand plan for $10.00 per month plus applicable taxes. Our records indicate on October 27, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG One Touch Pop 7 devices for the total purchase price of $227.46. Please note that EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Mr. [redacted]’s personal credit history at the time of his purchase, he was not required to make a down payment; as such, Mr. [redacted] agreed to a series of 24 monthly installments in the amount of $5.42 per device. The billing statement dated November 28, 2016, reflected a balance of $266.97, for the billing period from October 28, 2016, to November 27, 2016. This billing statement reflected monthly access charges, EIP monthly charges and applicable taxes. At the time of Mr. [redacted]’s activation of the mobile internet numbers ending in [redacted] and [redacted], T-Mobile provided a 14 day return period to all Texas customers that allowed them to use the service to see if it met their needs. If the service was not acceptable, then Mr. [redacted] could have canceled the service during that time. It should be noted, however, that if service was canceled during the provided return period, monthly service charges for usage incurred during that period were still considered valid and due. Please be advised that customers returning equipment 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. As stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.).” Based upon the above, it is our position that the restocking fee assessed if returned is valid. We respectfully decline to issue a refund for this fee. Nevertheless, T-Mobile would like to speak with Mr. [redacted] to further address his concerns and request that he reach out to us directly so we can work toward amicably resolving his concerns. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced. 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. Sharon B[redacted] Executive Response

June 26, 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 June 16, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s newest correspondence. As you are aware, Ms. [redacted]’s documentation did not reflect an itemization of the final equipment balances or early termination fees, therefore her request for reimbursement was declined for the mobile number ending in 1253. Additionally, T-Mobile is unable to confirm the trade-in of the LG G4 handset at the time of Ms. [redacted]’s purchase of her LG G6 handset.
Upon further investigation, T-Mobile determined on the mobile number ending in 6421, Ms. [redacted] traded-in an Apple iPhone 6 Plus Gold 16GB handset. As the billing statement did not reflect a balance owed on that particular handset, Ms. [redacted]’s account was approved for a handset trade-in reimbursement in the amount of $244.00. Records confirm that on April 25, 2017, T-Mobile sent Ms. [redacted] a prepaid Visa card in the amount of $244.00.
In an effort to amicably resolve the matter, on June 26, 2017, T-Mobile issued a prepaid refund card in the amount of $562.00, for the remaining LG G4 lease balance. Ms. [redacted] should expect receipt of the card within ten business days from the date of processing. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly at the number listed below.
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 J[redacted]
Executive Response

Revdex.com:im ok with this decision. However I'm not clear yet if Tmobile still needs the actual police report and the actual affidavit so I will await to hear from them if they need these actual documents.
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]

June 10, 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 May 30, 2016, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved this matter to Mr. [redacted]’s satisfaction. We are sorry to hear that Mr. [redacted] had concerns with his final balance. Our records confirm that on October 26, 2015, Mr. [redacted] activated his T-Mobile service with four lines on our Simple Choice Unlimited Calling, Unlimited Texting10GB rate plan for $120.00 per month plus taxes and fees which included 10GB of mobile data per line. Mr. [redacted]’s first billing statement dated October 27, 2015, totaled $139.32 and consisted of monthly recurring charges plus taxes and fees for the period of October 27, 2015, through November 26, 2015. It is important to note that this billing statement was paid in full on November 2, 2015, when Mr. [redacted] remitted payment in the amount of $139.32 Mr. [redacted]’s second billing statement dated November 27, 2015, totaled $248.43 which consisted of monthly recurring charges, international calling charges, plus taxes and fees for the periods of November 27, 2015, through December 26, 2015. Please note that this statement was paid in full in the amount of $248.13 on December 17, 2015, when Mr. [redacted] remitted payment to T-Mobile; however, a portion of this payment was reversed and Mr. [redacted] ended up only remitting payment totaling $139.00 leaving $109.43 of this bill unpaid. Mr. [redacted]’s final billing statement dated December 27, 2015, totaled $138.49 which consisted of monthly recurring charges plus taxes and fees for the period of December 27, 2015, through January 26, 2016. Please note that in addition to the final billing statement, Mr. [redacted] was charged a returned payment fee of $20.21 including taxes for the above mentioned reversed payment. T-Mobile records confirm that Mr. [redacted] canceled his account on December 27, 2015, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 27th of one month to the 26th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through January 26, 2016. It is important to note that the portion of the unpaid November 27, 2015, billing statement of $109.43, in addition to the unpaid December 27, 2015, billing statement of $138.49 and the returned payment fee of $20.21 came to a grand total of $268.13 and is considered valid and owed. Our records confirm that due to continued non-payment, on April 26, 2016, Mr. [redacted]’s account was transferred to third party collection agency Diversified Consultants Inc. to attempt to collect payment for the past due balance, and a one-time fee of $67.03 was assessed bringing the total balance to $335.16. Please note that when an account is transferred to a third party collection agency, a fee may be assessed and is typically based on a percentage of the past due balance. As Diversified Consultants Inc. was unsuccessful in collecting the delinquent balance, on May 3, 2016, Mr. [redacted]’s account was transferred to Enhanced Recovery Company where it remains. It is our position that the balance of $335.16 remains valid and owed. However, in an effort to amicably resolve this matter, on June 8, 2016, T-Mobile contacted Mr. [redacted] and offered to credit the balance in full should he remit payment in the amount of $90.00 to which he accepted as full resolution to his concerns. Mr. [redacted] did remit payment to T-Mobile in the amount of $90.00 at which time T-Mobile issued an account credit to Mr. [redacted]’s account in the amount of $245.16. Mr. [redacted]’s account remains canceled with a zero balance. 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 regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. 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. Taylor B[redacted] Executive Response

Revdex.com:
I have sent the phone back with the tracking number of
[redacted]
 
Thank you for your helpI 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]

July 15, 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 July 8, 2016, regarding the above-referenced account. 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 retail location. T-Mobile records confirm that on June 18, 2016, a new line of service was activated on Mr. [redacted]’s account ending in [redacted]. Please be advised that on July 13, 2016, T-Mobile cancelled this line and we will investigate this matter internally. It is important to note that Mr. [redacted] will not be responsible for any charges associated to this line. In an effort to amicably resolve this matter, T-Mobile offered a $100.00 credit to Mr. [redacted], which he accepted as a resolution. This credit reduced his balance to $49.68, which is due July 25, 2016. Again, T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his continued 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. James G[redacted] Executive Response

Revdex.com:
The message from T Mobile meets the actions I requested, so I agree to having Revdex.com close the case.
However, the T Mobile message materially misstates and distorts my actual experience with their business.  I was offered and accepted a trial arrangement specifically purposed to allow me to determine if their service was acceptable before committing to move my 7 lines of service from my current carrier, Consumer Cellular.  The T Mobile store representative assured me that there would be $0 liability if the service was not acceptable.  I paid a setup charge by credit card and received 2 SIM chips that would enable me to use my own phones to test the T Mobile Service.  The store representative assured me that the setup charge was fully refundable if I cancelled the trial within a specified time frame.
After failing to be able to use the service due to dropped calls every time I tried to use it, I returned to the store and requested cancellation of the trial.  The store was quite gracious in agreeing to the cancellation, but advised me that they were not able to cancel the charges that I would be billed directly from T Mobile.  Further, they told me that T Mobile's  computer system would not allow them to credit my credit card account for the setup charges I had paid.  However, they offered to reimburse me in cash for the full amount of the payment I had made.  I accepted that offer and was fully satisfied that the matter was closed.  I had never knowingly agreed to be charged in advance for T Mobile service.  Regardless, T Mobile began to bill me differing amounts that I couldn't understand and provided no phone number on those bills for Customer Service.  I ignored the bills thinking it would get straightened out in time since the amounts seemed to keep changing. 
My complaint to Revdex.com was only filed when I received a letter threatening collections and credit reporting for non-payment of an amount I NEVER OWED.  T Mobile has serious problems in the non-integration of their billing systems with their retail store support systems - in particular the inability to issue credits to reverse a credit card payment when merited.  Technically, T Mobile met my requested resolution of this matter by reversing a charge I NEVER OWED within their system and providing written confirmation of their action.Consequently, 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]