T-Mobile Usa Inc

July 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 June 29, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her handset and coverage. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues.
T-Mobile records reflect that Ms. [redacted] purchased a Samsung S6 Edge on June 6, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account, this warranty has been extended as she subscribes to the optional Assurant Device Protection. 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.
On July 23, 2016, our records confirm that Ms. [redacted] completed her first warranty exchange for her Samsung S6 Edge handset. On June 3, 2017, Ms. [redacted] completed her second warranty exchange for the same handset. On June 11, 2017, Ms. [redacted] called in to our Technical Support Team and reported that her handset was not working properly. T-Mobile completed basic troubleshooting with Ms. [redacted].
On July 3, 2017 we spoke to Ms. [redacted] and offered an upgrade to the Samsung S8 handset for $194.00. Ms. [redacted] was satisfied with the offer presented to her.
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.
Belen L[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. I spoke with a Nicole and she took care of these for me.  I really appreciate her for hearing when I told her my issues and taking care of them.Sincerely, [redacted]

Complaint: [redacted]
This email is in response to an email I received stating that my case (#[redacted]) isnow closed with T-Mobile. I had called Daniel (twice) to inform him that I still hadn't received the refund of $49 and some change to my credit card. He also told me my account was at $0 and cleared to be closed. The next day, I received a bill for $900. I called him the two times to discuss this and never received a call back. Then I got an email that my case was closed. I need this reopened, as Daniel has not done what he said he did to resolve the issue.
 
 
Thanks,
 
[redacted] 
 
 
Sent from my iPhone

June 19, 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 5, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his final bill statement. It is important to note that Mr. [redacted]’s account was billed in arrears, as such the monthly billing statements reflect services provided during the prior month. Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th of the following month.
T-Mobile records confirm that Mr. [redacted]’s account was cancelled as he ported his number out to a new provider on April 26, 2017. As Mr. [redacted]’s port out request was imitated in the middle of the billing cycle, the account was responsible for all usage and charges through the end of the billing cycle.
The April 16, 2017, billing statement consisted of a balance due in the amount of $143.72 for service from March 17, 2017, to April 16, 2017. As Mr. [redacted] mentions in his correspondence, on April 28, 2017, he remitted a payment in the amount of $52.52. As Mr. [redacted] had paid deposits when he activated service, those deposits were released to the account on April 26, 2017, and reflected on the billing statement dated May 16, 2017. The released deposits of $91.20 and the payment of $52.52 covered the balance owed from the April 16, 2017, billing statement.
The final bill produced on May 16, 2017, had current charges due in the amount of $128.37. These charges consisted of monthly access charges and applicable taxes for the billing period April 17, 2017, through May 16, 2017. T-Mobile records confirm that a payment was remitted on June 5, 2017, in the amount of $128.37. Following the payment received, Mr. [redacted]’s account reflects a zero dollar balance and shows as cancelled in good standing. 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.
Jamen F[redacted]
Executive Response

Subject: Re: Revdex.com COMPLAINT # [redacted]Thank you.Most of the things that Carolina from T-Mobile, and I, agreed to have worked out as expected. With the following exceptions/unintended side effects of the changes she made to resolve the issues.1. The plan I am on includes 6 lines for $120 with additional lines for $10 each (I have 6 extras). The MyTmobile website shows that I’m getting charged for 7 lines @ $10 each, instead of 6…and that the “free” lines only number 5, not 6.2. The “binge-on” feature has stopped working – streaming data, which is not supposed to count towards data allotment is causing me to exceed the plan data allotment on several lines. I’ve contacted tech support but they have not been able to help.3. During our conversation, Carolina was kind enough to look into two additional issues – account permissions for the MyTmobile website and coverage issues at my home. I’d like an update on these items please.4. Carolina zeroed out the “new” account balance and also applied a credit on the “old” account to account for services that were added in error during all the erroneous plan changes. An additional bill has since generated and I need clarification on residual charges from all the changes.Thank you, again.

March 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] T-Mobile Account Holder: [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 February 22, 2017, regarding the above-referenced account. Our records indicate the account holder of record is [redacted] and that Ms. [redacted] has been designated as an authorized user.
T-Mobile regrets any inconvenience Ms. [redacted] experienced regarding promotion offers. 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] contact with our retail location.
As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
From November 24, 2016 through December 21, 2016, T-Mobile offered customers on select rate plans who port in their phone number from another carrier a $200.00 gift card when they trade in their previous carrier’s device. This promotion is redeemed by customer visiting www.t-mobile.com/promotions and submitting for their rebate within 30 days of activation of their T-Mobile account. Please be advised the above promotions cannot be combined and regret any confusion to Ms. [redacted] on this matter.
T-Mobile records indicate on December 11, 2016, Ms. [redacted] activated her T-Mobile account and subscribes to our T-Mobile ONE @Work rate plan for $75.00 per month for one line of service. Ms. [redacted] line ending in [redacted] subscribes to our Premium Handset Protection feature for $12.00 per month. Please note this is the rate plan and features Ms. [redacted] was offered upon activation.
Upon activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. At the time of your purchase, Ms. [redacted] made a down payment in the amount of $421.99 and paid the taxes on the full retail price, and agreed to a series of 24-monthly installments of $14.50.
As Ms. [redacted] indicated in her correspondence to your office, she received the $200.00 gift card as she ported in her line from her previous carrier. In an effort to amicably resolve this matter, T-Mobile received Ms. [redacted] final monthly billing statement from her previous carrier and issued a credit in the amount of $645.00 for our Carrier Freedom promotion. This credit impacted Ms. [redacted] account and leaves a credit balance in the amount of $645.00 which will apply to future billing statements. 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.
Juan C[redacted]
Executive Response

Revdex.com:
TMobile was more than cordial in resolving this issue with me.  I thank them for that.  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 21, 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 June 13, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding the return of her equipment. T-Mobile records confirm on April 21, 2016, Ms. [redacted] purchased an LG G5 Gold when she participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering. Ms. [redacted] was required to pay $48.00 at the time of purchase and agreed to 24 monthly installments of $24.25. Ms. [redacted] cancelled her service on April 28, 2016, when she ported her mobile number to another carrier. As the account was canceled the EIP balance accelerated and the balance of $581.99 was reflected on the May 2016 billing statement. Please be advised on June 15, 2016, T-Mobile confirmed receipt of Ms. [redacted]’s equipment, and as a result her account was credited $581.99 for the remaining EIP balance, $48.00 for the down payment, and $56.44 for the applicable taxes. Mr. [redacted]’s account now reflects a $270.02 credit balance. Please be advised Ms. [redacted] can contact our Customer Care team at 1-800-937-8997 to request a refund of any credit balance that may remain on her account. 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. Zachary S[redacted] Executive Response

May 24, 2016
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 May 14, 2016 regarding the above-referenced account. 
T-Mobile continues to innovate and offer our customers the best promotional pricing on the hottest new smartphones.  In 2015, we had multiple promotions with our JUMP! On Demand (“JOD”) lease aimed to getting Apple iPhones to all customers who wanted one, and for the best price around.  T-Mobile records indicate that Ms. [redacted] began a lease on September 25, 2015 for an Apple iPhone which under the promotion offered at that time would have required a qualifying handset trade-in in order to receive a monthly discount on her lease.  T-Mobile records do not reflect that a qualifying handset was traded in at the time this lease was initiated.  As such, this lease would not qualify for a monthly discount.  Furthermore, T-Mobile records indicate that Ms. [redacted] began two additional leases for Apple iPhones on October 22, 2015.  Please note that the offer to receive a monthly bill credit of $7.00 to discount the lease without a qualifying trade-in was available from September 12, 2015 through October 6, 2015.  As this lease was initiated after the promotional time period, this lease would also not qualify for additional discount. 
However, in an effort to amicably resolve the matter, on May 24, 2016, T-Mobile credited $315.00 to the account as a lump sum credit that would equate to the total discount Ms. [redacted] would have received had she qualified for a monthly lease discount over 18 months of $378.00 minus $63.00 that has already been credited to the account.  Also, Ms. [redacted]’s JOD lease for her Samsung Galaxy device did meet the program requirements and has received the appropriate bill credit monthly since the lease began.
Additionally, T-Mobile records indicate that Ms. [redacted]’s service was suspended for non-payment on May 4, 2016.  As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Ms. [redacted] made a payment on May 4, 2016 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service totaling $160.00.  However, on May 24, 2016, T-Mobile credited this amount to the account as well in an effort to amicably resolve the matter.  The account remains open with a balance of $93.86.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
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 when initiating her leases.
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.
David T[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 December 1, 2015, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced with his account. T-Mobile records reflect on September 30, 2015, Mr. [redacted] contacted Customer Care and requested cancellation of his service. Regretfully, as Mr. [redacted] was unable to verify the security information on the account T-Mobile did not allow him access to make changes to the account and he was directed to visit a T-Mobile retail store or contact Customer Relations via writing to resolve the issue. In an effort to amicably resolve this matter for Mr. [redacted], on December 1, 2015, T-Mobile cancelled the account as requested and credited the entire remaining balance of $278.20 bringing the account to a zero balance. T-Mobile regrets any inconvenience this may have caused 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. Zachary S[redacted] Executive Response

I spoke over the phone to Leah T[redacted] (T-Mobile executive) and after we went thru several of the issues in my account, she said that she would email me all what we discussed in order to make sure that we agree on the changes she would place.  
 
Since my conversation with her, I never received that email with the resolution and also I am still being charged $1265.86 as of today.
 
I have tried reaching Leah T[redacted] to the phone number she left without success.
 
Please re-open this complaint until it is solved.
 
Best,
 
[redacted]

October 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 September 29, 2017, regarding the above-referenced account.
We regret any inconvenience Ms. [redacted] experienced regarding the Samsung Galaxy S 8 BOGO offer, and port-in process. From July 28, 2017, through August 21, 2017, eligible postpaid customers who purchase a qualifying Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset on an Equipment Installment Plan (“EIP”), activate at least one new voice line of service on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data, and submit the required rebate offer code at www.t-mobile.com/promotions within 30 days of purchase, could get a Galaxy S8 handset or S8 Plus handset for free after rebate. Although T-Mobile records indicate Ms. [redacted] purchased two Samsung Galaxy S8 Plus handsets on August 21, 2017, we were unable to confirm the rebate offer code submission within the qualifying timeframe.
Starting May 31, 2017, for a limited time, eligible postpaid customers who activate a new line of service, port-in their existing [redacted] number, brought their iPhone SE, 6s, 6s Plus, 7, or 7 Plus handset, and add the required T-Mobile ONE Plus or ONE Plus International add-on feature, will receive a prepaid virtual MasterCard as part of our GetOutoftheRed offering. Customers are required to submit for reimbursement at www.switch2tmobile.com within 30 days of activation with T-Mobile.
On October 2, 2017, T-Mobile spoke with Ms. [redacted] and provided an explanation around her monthly recurring costs, and she accepted this explanation. Additionally, Ms. [redacted] was advised that she did not qualify for the Samsung Galaxy S8 BOGO offer, as she did not submit the required rebate offer code within the appropriate timeframe. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to honor the Samsung Galaxy S8 BOGO offer. As such, T-Mobile closed the remaining EIP for one of the Samsung Galaxy S8 Plus handsets, and credited back the amounts that were charged. A total credit of $170.00 was applied; $80.00 for the down payment, $60.00 for two monthly installments that had been charged, and $30.00 for a pending monthly installment. This updated Ms. [redacted]’s account to an $89.17 balance. Ms. [redacted] was satisfied with this resolution. T-Mobile regrets any inconvenience to Ms. [redacted].
Finally, Ms. [redacted] was advised that she did not qualify for the GetOutoftheRed offer, as she did not submit the required documentation to receive the rebate. In an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile allowed seven business days to resubmit the required documentation for review to our office. Upon receipt of the requested documents, T-Mobile will further investigate the matter and contact Ms. [redacted] with our findings. Ms. [redacted] was satisfied with this resolution.

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.
Mathew G[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:I have a diferent version from their representative Who make those Offer He come to my office .I never Aproach to any of the retailer
but he said the were reaching to  business thats when we offer ""FREE TABLETS"" he never mentioned  there will be a monthly charge   thies is the word he use == If you dont use it right now  you can have  baclstck or seller as you wish  its your for free  no commitment . ===  and they dont even know who was the representative  who made this  requested  thats  unbeliveable how they do business. ,  they did try to reach me  but unfortinately, I was in a meeting.  and I ttry to reach them back the followng day but there was no answefr for the person 
handling this case call few times during the day and no luck,  so I ended up sending an email   wich took a day or two answer  and response I got that she was out  until the 23rd  of november.
mean time I got huge bill for $5162.51,
All I request was a time where she can call me an I can wait for he rto call.
Sincerely,[redacted]

November 2, 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 October 25, 2016, regarding the above-referenced account.  Please be advised that T-Mobile was able to reach Mr. [redacted] on November 2, 2016 although he informed us that he was unable to speak with us. At this time, we respond to both your and Mr. [redacted] with this letter.
 
T-Mobile regrets that Mr. [redacted] has been unable to reach our office; please note that we have not received a voice message from him.  If Mr. [redacted] calls the number below and we are not available, we request that he leave a voice message with his T-Mobile mobile number and a number where he can be reached so that we can ensure that his call is returned promptly.  We also regret that his handset concerns have not been resolved to his satisfaction at this time.
 
T-Mobile records confirm that we last placed a handset exchange order for Mr. [redacted]’s non-working Samsung Galaxy S7 EDGE handset on September 30, 2016 and the replacement handset was delivered to a retail location on October 20, 2016; due to an equipment backorder.  Our records from October 22, 2016 show that the handset exchange order was cancelled because Mr. [redacted]’s handset had physical damage, which voids the limited warranty.   Mr. [redacted] was advised to contact Assurant to file a claim although the claim with them although the claim was denied by them.
 
Mr. [redacted]’s mobile number ending in 6290 subscribes to the optional Premium Handset Protection (“PHP”) for $10.00 per month.  If Assurant would have approved a claim for the Samsung Galaxy S7 EDGE handset, the cost of the deductible is $175.00.  In an effort to assist Mr. [redacted] with replacing his handset, we can offer to send a replacement Samsung Galaxy S7 EDGE handset to Mr. [redacted] for $175.00, which is the same cost he would pay to file a claim with Assurant.  Mr. [redacted] may then return his non-working handset to my attention.
 
In the alternative, if Mr. [redacted] believes that the damage to his handset was caused as a result of a manufacturing flaw, he may contact Samsung directly at (888) 987-4357.  Samsung should be able to take the phone in for inspection to validate if the damage to the handset was a result of a manufacturing flaw or a result of physical damage caused by the user of the handset. 
 
T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced 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.
 
Ally Y[redacted]
Executive Response

December 30, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [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 26, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in attempting to take advantage of our Carrier Freedom promotion. T-Mobile records confirm that on October 1, 2015, Ms. [redacted] activated the above-referenced account and purchased one Samsung Galaxy Note 5 T21 Impact Shield accessory, one Samsung T357T Tablet, and one Samsung Galaxy Note 5 T21 Evo Tactical accessory through our Equipment Installment Plan (EIP) program at a retail location. At the time of Ms. [redacted]’s purchase a down payment was not required; yet, she remitted payment of $29.62 for the taxes on the full cost of the purchase and she agreed to 24 monthly installments of $16.47. T-Mobile records also confirm that on October 1, 2015, Ms. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining a Samsung Galaxy Note 5 32GB of memory handset, under the mobile number ending in [redacted] at a retail location. JOD is a lease program that breaks a phone’s cost down into 18 equal monthly payments, upon approved credit. Customers only pay taxes on the capital cost reduction payment at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly recurring charges. At that time, Ms. [redacted] agreed to 18 monthly installments of $29.00. Additionally, on October 8, 2015, two separate JOD leases were initiated at a retail location. One for three iPhone 6s Rose Gold 16GB of memory handsets with monthly installments of $81.00 and a separate lease for one iPhone 6s Rose Gold 16GB of memory handset with monthly installments of $27.00. Our records further confirm that on October 13, 2015, Ms. [redacted] again took advantage of our EIP program via Customer Care with the purchase of one Apple iPad mini 16GB of memory which has monthly installments of $22.09. Please be advised that per the terms of T-Mobile’s Carrier Freedom initiative, payments provided by T-Mobile are received in two separate payouts by the customer. The first payout is the trade-in value for the handset. If the customer activates in a qualifying T-Mobile retail location and chooses to surrender their handset same day, the handset is inspected and if it is found to be in acceptable condition, the payout is provided to the customer at point of sale to use towards their new handset purchase. The second payout is calculated by subtracting the trade-in credit already provided to the customer from the total remaining EIP balance owed on the handset and the customer 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. According to our records on October 1, 2015, Ms. [redacted] traded-in one [redacted] branded iPhone 6 16GB of memory Silver handset for a trade-in value of $315.00, two [redacted] branded iPhone 5s 16GB Gray handsets for trade-in values of $139.00 and $151.00, and one [redacted] branded iPad mini 16Gb of memory for a trade-in value of $47.00. Following, on October 9, 2015, Ms. [redacted] also traded-in one [redacted] branded iPad mini 16GB of memory for a trade-in value of $45.00. Each trade-in credit mentioned above was posted as a bill credit to the account. We reviewed Ms. [redacted]’s Carrier Freedom reimbursement submissions dated November 23, 2015 and confirm that the submission was approved on December 7, 2015, and mailed to Ms. [redacted] on December 11, 2015, in the amount of $486.54. Per the above, Ms. [redacted] was compensated a total of $1,183.54 according to T-Mobile’s Carrier Freedom promotion. Please be advised that as of December 22, 2015, Ms. [redacted] is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and 6GB of data for four lines rate plan for $120.00 per month with mobile numbers ending in [redacted] The mobile number ending in [redacted] is the added-on-line to the account and as such is billed $20.00 monthly and receives unlimited talk, text and 6GB of data per month. In addition, Ms. [redacted] is subscribed to T-Mobile’s North America 5GB MatchPhoneData Up to 5GB Mobile Internet rate plan for $10.00 per month under mobile numbers ending in [redacted] and [redacted]. The estimated cost per month for all of the services described is $160.00 before EIP payments, JOD lease payments, and applicable taxes and fees. In an effort to amicably resolve this matter, on December 22, 2015, T-Mobile agreed to issue a onetime courtesy credit of $769.00 as final credit for the Carrier Freedom reimbursement and as resolution to this matter. T-Mobile records indicate a refund of $769.00 was approved by T-Mobile on December 22, 2015, and forwarded to Citibank, our third-party vendor, to be disbursed as a prepaid refund card. Please allow seven to ten business days for delivery of the prepaid refund card. Customers who have not received their cards within ten business days may contact Citibank Card Services at 1-877-855-7201. 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. Aida A[redacted] Executive Response

Complaint: [redacted]
Just mail me my $40 to my home address, if possible send $40 with interest since the $40 was lawsuit refund that t-mobile had held on for years, and t-mobile had no rights to hold on to this money, I don’t owe t-mobile anything t-mobile owes me money. t-mobile is very dishonest company and I will never do business with t-mobile.
 
Hello [redacted],
 
I apologize for any troubles T-Mobile has caused you.  I wanted to let you know that we have pulled your postpaid account from collections and removed all negative reporting, then I have requested reissuance of a refund card in the amount of $40.00 to the address that was on your correspondence to the Revdex.com. 
 
Again, I appreciate your patience,
 
Thanks,
 
Guadalupe C[redacted]Senior Specialist, Executive ResponseOffice of the President/CEODesk: 877-290-6323 ext. [redacted]Email:[redacted]@T-Mobile.com
 
T-Mobile –Fastest Nationwide 4G LTE Network[redacted]

September 20, 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 13, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns to Ms. [redacted] with regards to a recent transaction at one of our T-Mobile store locations.  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 be advised that from August 1, 2017 through August 24, 2017, T-Mobile customers were eligible to can get a an Alcatel A30 Tablet at no cost after promotional Equipment Installment Plan (“EIP”) bill credits when they purchased it on EIP and used the tablet with a Mobile Internet (“MI”) plan of 2 gigabytes or higher.  T-Mobile records show that on August 11, 2017, Ms. [redacted] took advantage of the offer, purchased an Alcatel A30 Tablet under EIP and added a MI plan of which included unlimited data at the monthly cost of $25.00.    Please note at the time of the transaction, T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs.  During the return period, if the equipment is not acceptable, it can be 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.  As Ms. [redacted] was beyond the above period at the time she attempted to return her tablet at the retail store, we were not able to accept it back.    On September 18, 2017, in an effort to amicably resolve this matter, although Ms. [redacted]’ Alcatel A30 Tablet was free after bill credits, we closed out the remaining EIP and cancelled the MI line associated with the tablet.  Please note that Ms. [redacted] is not required to return the Alcatel A30 Tablet back to T-Mobile.  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

August 5, 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 25, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Ms. [redacted] has experienced with her account with regards to the Mobile Device Unlock request for her handset.  Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements.  A review of Ms. [redacted]’s account confirms that on July 13, 2017, we received a request for a Mobile Device Unlock for the device used on the mobile number ending in [redacted].    Please note that Ms. [redacted]’s account is eligible to receive a Mobile Device Unlock for her device.  As such, on July 16, 2017, T-Mobile emailed Ms. [redacted] with the Mobile Device Unlock instructions needed to unlock her device.   On July 28, 2017, we spoke to Ms. [redacted] and advised we could assist her further with completing the Mobile Device Unlock instructions at the retail store. Ms. [redacted] may visit the retail store should she need more assistance.  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.   Belen L[redacted] Executive Response

October 27, 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 October 14, 2017, 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 her concerns within this letter.
We regret any inconvenience to Ms. [redacted] regarding her device’s functionality and our Handset Exchange Program. T-Mobile appreciates the opportunity to address Ms. [redacted]’s concerns.
T-Mobile records indicate on April 7, 2017, Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) to purchase a Samsung Galaxy S 7 Edge 32GB Silver device priced at $480.00. Ms. [redacted] remitted a payment of $264.00 as a down payment and agreed to 24 monthly installments of $9.00 each. Although there is no insurance for the handset in question, the non-working handset may be eligible for replacement through the Limited Warranty via our Handset Exchange Program with a $20.00 plus tax Warranty fee.
As such, on October 3, 2017, Ms. [redacted] took advantage of our Handset Exchange Program and a handset replacement was ordered. On October 9, 2017, the replacement device was delivered to one of our retails stores and was ready for pick up at that time and text message notifications were sent to Ms. [redacted] to notify her of this. Regrettably, the replacement device was not picked up and as such the order was eventually cancelled and the replacement device was returned to T-Mobile. We regret any inconvenience this matter may have caused.
Nonetheless, on October 14, 2017, another handset replacement was processed for Ms. [redacted]. In an effort to ensure Ms. [redacted] received her replacement device, T-Mobile delivered the device directly to Ms. [redacted]’s address and the device was delivered on October 18, 2017. In a further effort to resolve Ms. [redacted]’s concerns, on October 18, 2017, T-Mobile applied a courtesy credit of $20.00 due to the delay in delivery of her replacement device as well as waiving the $20.00 Warranty fee. Currently, Ms. [redacted]’s account remains active with a revised balance of $64.00 due on October 28, 2017. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her time and efforts in resolving it.
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.
Sal O[redacted]
Executive Response

January 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 6, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Mr. [redacted]’s concerns to his satisfaction. We regret any continued concerns to Mr. [redacted] regarding our device and rate plan promotions and we appreciate the opportunity to address them. Our 2016 Friends and Family 2 Lines On Us promotion from November 18, 2016, to November 22, 2016, provided eligible customers who have or activated two voice lines on T-Mobile ONE or Simple Choice rate plans could get up to two additional lines for free. Customers would get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the account. Our records have confirmed Mr. [redacted] has two active T-Mobile accounts. On November 22, 2016, Mr. [redacted] activated two new lines of service with mobile number ending in [redacted] and [redacted] under account number [redacted]. As such, both new lines of service will be eligible to receive the monthly credits of $10.00 each to cover the monthly cost under our 2016 Friends and Family 2 Lines On Us offer. On Mr. [redacted]’s account number [redacted], we confirmed that on November 22, 2016, the mobile number ending in [redacted] and a Mobile Internet line of service ending in [redacted] were activated. The Mobile Internet line ending in [redacted] was placed on our T-Mobile ONE Tablet rate plan while the voice line ending in [redacted] was added to Mr. [redacted]’s existing Simple Choice Family voice plan. As such, Mr. [redacted] was also eligible for our 2016 Friends and Family 2 Lines On Us promotion for the additional lines of service. However, the eligible bill credit for a Mobile Internet line can be up to a maximum of $25.00 which would not cover the entire cost of Mr. [redacted]’s Mobile Internet line service. In order to resolve Mr. [redacted]’s concerns, on December 27, 2016, the Mobile Internet line ending in [redacted] was converted into a voice line so that it meets the eligibility under the promotion. It is important to note, Mr. [redacted]’s accounts have met the qualifications for our 2016 Friends and Family 2 Lines On Us promotion and will receive the monthly credits as stipulated in the offer. However, the monthly credits take two billing cycles to begin impacting Mr. [redacted]’s accounts. In Mr. [redacted] case, his billing cycle on both accounts runs from 2nd of the month and close on the first of the following month. As the new line activations took place on November 22, 2016, which was during the billing cycle from November 2, 2016, to December 1, 2016, the promotional monthly credits will not appear until after Mr. [redacted]’s billing cycle closes on February 1, 2017. Nonetheless, T-Mobile will follow up on both of Mr. [redacted]’s accounts after his February 2017 bill cycle closes to ensure the promised credits are applied. In our previous response to Mr. [redacted]’s concerns, we also pointed out the qualifications for our 2016 Fall LG Smartphone Offer. The 2016 Fall LG Smartphone Offer from October 21, 2016, to November 29, 2016, customers who signed up for either our new T-Mobile ONE or already had a qualifying rate plan and purchase a qualifying LG device on our Equipment Installment Plan (“EIP”) would receive a discount on the device via monthly bill credits. Also, the LG G Pad On Us entails that from November 24, 2016, to November 29, 2016, customers who sign up for a 6 GB or higher Mobile Internet plan can get a free LG G Pad X or G Pad F when purchasing on EIP via monthly credits. T-Mobile records indicate on November 29, 2016, Mr. [redacted] took advantage of our EIP program and purchased an LG G Stylo 2 Plus handset and an LG G Pad X tablet. Mr. [redacted] remitted payments of $18.00 toward the LG G Stylo 2 Plus device and $48.00 toward the LG G Pad X tablet as down payments. After further review, it is T-Mobile’s position that Mr. [redacted]’s ineligibility for our LG G Pad On Us promotion was not related to his rate plan, but because offers could not be combined. We regret any confusion our promotional offers have caused. Our records confirm T-Mobile is in receipt of Mr. [redacted]’s devices and on January 5, 2017, T-Mobile closed the EIP balances associated with the devices returned and will process a refund of $48.00 for the LG G Pad X and $18.00 for the LG G Stylo 2 Plus device within ten business days. However, Mr. [redacted] felt he could have kept the LG G Stylo 2 Plus device as he was receiving the promotional monthly credits. In an effort to resolve Mr. [redacted]’s concerns regarding this matter, on January 12, 2017, T-Mobile provided Mr. [redacted] with a new LG G Stylo 2 Plus device at no additional cost. Additionally, in an effort to resolve Mr. [redacted]’s concerns regarding our 2016 Fall LG Smartphone Offer T-Mobile applied the following credits: $40.07 credit for prorated charges on the line of service ending in 2266; a credit of $8.00 for monthly EIP associated to the LG G Pad tablet as well as $1.33 for the monthly EIP for the LG G Stylo device; and two $10.00 credits for a total of $20.00 as courtesy for the lines of service ending in[redacted] and 7422. Please note these credits posted to Mr. [redacted]’s account number [redacted]. For Mr. [redacted]’s account number [redacted], on December 19, 2016, T-Mobile applied two $10.00 credits for a total of $20.00 for the lines of service ending in [redacted] and [redacted] to cover the cost of their respective monthly charges as a courtesy. Mr. [redacted] accepted the credits and the free device as resolution to his concerns. Mr. [redacted]’s account number [redacted] remains active with a revised balance of $214.33 and account number [redacted] remains active with a revised balance of $210.27. 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. Sal O[redacted] Executive Response