T-Mobile Usa Inc

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 is pleased to report to your office that upon speaking with Mr. [redacted], we have resolved this matter to his satisfaction.   T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account.  T-Mobile records confirm that Mr. [redacted] canceled his account on June 24, 2017.  Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th 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 July 16, 2017.   On July 27, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns.  As a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $141.66 for the final balance for services from June 17, 2017 to July 16, 2017, leaving Mr. [redacted]’s account closed with a zero balance.  Mr. [redacted] will receive a final billing statement that generates on or around August 17, 2017, reflecting the adjustment and zero balance.  Pursuant to our conversation, Mr. [redacted] considers the matter resolved.  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.   Adrianne F[redacted] Executive Response

Tell us why here...
May 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 May 2, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concern has been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regard to the Free Add-A-Line: This One’s On Us! offer. Starting March 1, 2017, and ending on March 5, 2017, postpaid customers on an eligible plan who have a minimum of two voice lines can activate one additional line for free. Please note that customers will receive monthly bill credits to cover the cost of the add a line fee which may take up to two billing cycles to reflect on the customer’s bill.
On March 4, 2017, T-Mobile records confirm Mr. [redacted] activated a mobile number ending in 7408 at a price of $40.00 per month after his discount for being enrolled in Autopay. Our records indicate Mr. [redacted] met the eligibility requirements as he is currently enrolled in our T-Mobile ONE rate plan and has two additional active voice lines. After review of Mr. [redacted]’s account, he is due to begin receiving the promotional bill credit on his May 10, 2017, billing statement and will receive systemic credits for the two months that he has been billed for his line.
Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concern, on May 5, 2017, T-Mobile applied an account credit for each month he was charged for a total of $80.00. In addition, as a gesture of goodwill, we applied an additional credit of $100.00 which resulted in a credit balance of $180.00.
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 Mr. [redacted]’s recent contact with our Customer Care. 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.
Carlos T[redacted]
Executive Response

October 20, 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 12, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding coverage. In Mr. [redacted]’ correspondence, he indicated that he has been experiencing issues with the coverage he receives for approximately ten months. It is important to note that there are several factors and conditions that can affect service quality and availability, and regrettably, T-Mobile is unable to guarantee coverage in all locations. T-Mobile has reviewed the coverage at Mr. [redacted]’ billing address, and confirmed that he is located in an area of very good in-home 4G LTE coverage. However, Mr. [redacted] is located in an area of congestion. This means that during peak times, Mr. [redacted] may experience connectivity issues. Our engineering team will continue to monitor the area and work towards future resolution. In Mr. [redacted]’ correspondence, he indicated that he has been unable to utilize his T-Mobile service. A review of Mr. [redacted]’ account indicates that over the past three months of service, his line of service ending in [redacted] has used a monthly average of 3,993 minutes, 602 messages, and 8,909.39 megabytes (“MB”) of data. This indicates that Mr. [redacted] has been able to successfully use his T-Mobile service. However, in an effort to amicably resolve Mr. [redacted]’ concerns, on October 18, 2016, T-Mobile issued a credit to his account in the amount of $143.39 for the current balance owed. Mr. [redacted]’ account remains active, with a zero balance at this time. 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

April 23, 2018
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 17, 2018, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any additional concerns Mr. [redacted] experienced regarding his device. T-Mobile records reflect Mr. [redacted] disclosed that the equipment in question, a Samsung Galaxy Note 8 device, was purchased from a third-party, meaning that it was not purchased in association with his T-Mobile account.
Upon further review, T-Mobile records reflect that on April 18, 2017, Mr. [redacted] purchased a Samsung Galaxy S8 Silver for use on the mobile number ending in 7454 through www.T-Mobile.com on T-Mobile’s Equipment Installment Plan program (“EIP”). Mr. [redacted] remitted a required down payment of $582.00, plus the taxes on the full retail price, and agreed to 24 monthly installments of $7.00. T-Mobile records indicate Mr. [redacted] paid the remaining balance associated with the device in full on May 18, 2017. No further orders were located in association to Mr. [redacted]’s account.
Mr. [redacted] may contact me at the number below to discuss the matter further should he have any additional questions; however, at this time, as the device is not associated to a purchase on his account, T-Mobile’s position remains the same, and regrettably the device remains ineligible to have the block removed. T-Mobile regrets an additional 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. 341-8087.
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted] Executive Response

May 4, 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 24, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her handset concerns.
Unfortunately, in our review, T-Mobile was unable to determine if Ms. [redacted] had purchased her Apple iPhone 6 from the manufacture directly. Please note should Ms. [redacted] elect to contact the manufacture directly for replacement or repair options, T-Mobile is not involved in the process completed by the manufacture. Ms. [redacted] may contact T-Mobile Technical Care at 1-800-937-8997 for any additional technical concerns surrounding her Apple iPhone 6.
T-Mobile records indicate on April 22, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus from a local T-Mobile retail store. Ms. [redacted] utilized our Equipment Installment Plan (“EIP”) program to purchase her new Apple iPhone 7 Plus. T-Mobile does regret 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.
Martin G[redacted]
Executive Response

January 3, 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 December 27, 2016, regarding the above-referenced account number. T-Mobile has attempted to reach Ms. [redacted] but unfortunately we have been unsuccessful in our attempts. Therefore, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter T-Mobile regrets any concerns Ms. [redacted] has in regards to T-Mobile account and her experience with our Customer Care. 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. T-Mobile records indicate on December 14, 2016, Ms. [redacted] remitted a payment in the amount of $1,265.40 to pay off equipment she purchased on our Equipment Installment Plan (“EIP”) program. However, on December 21, 2016, the equipment order was canceled and new equipment was ordered. As such the original EIP charges on Ms. [redacted]’s account were waived and T-Mobile requested a refund for the $1,265.40 payment which can typically take up to ten business days to be approved. Due to an inadvertent error the refund request was declined on December 22, 2016, and on December 23, 2016, a new credit card refund was submitted. On December 27, 2016, the refund request was approved for an over payment of $1,150.00, leaving $115.40 paid for Ms. [redacted]’s December 5, 2016, billing statement. The $1,150.00 refund can take up to one to three business days to appear on Ms. [redacted]’s credit card ending in [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. Daniel R[redacted] Executive Response

Revdex.com:
Would like to drop the complaint, went back to store to try again and manager resolved the issue.  thanks
 
[redacted]

June 6, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated...

May 25, 2016, regarding the above-referenced file number. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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. Zachary S[redacted] Executive Response

Complaint: [redacted]
From: [redacted] [mailto:[redacted]@yahoo.com] Sent: Saturday, October 22, 2016 3:54 PMTo: Complaints <[email protected]>Subject: the problem still not resolved
 
To whom may I concern,
 
I have contacted t mobile when they call me and I can't pickup the phone. However, nobody is pick up the phone with the number I left voice mail no response  either. Can you please letting me know what else I have to do to get this problem solved. Thank you so much.

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 6, 2017, regarding the above-referenced account.
T-Mobile is always working to improve its service, and we regret any data service issues that Mr. [redacted] may have experienced. T-Mobile records confirm that Mr. [redacted] canceled his account on August 10, 2017, when he ported his mobile numbers to another service provider. Prior to Mr. [redacted] cancelling his account, he was subscribed to the T-Mobile ONE Unlimited data feature at no additional cost for the mobile number ending in [redacted]. The T-Mobile ONE Unlimited data feature provides Unlimited 4G LTE of device data, unlimited 3G Smartphone Mobile Hotspot, Optimized video streaming, one hour of Gogo in-flight and Limited domestic data roaming.
T-Mobile records further indicate that Mr. [redacted] upgraded to the $25.00 One Plus International feature on July 14, 2017, for the mobile number ending in 7980. The $25.00 One Plus International feature provides unlimited 4G LTE device data and Smartphone Mobile Hotspot, HD streaming capability and two times faster data roaming with Simple Global, Gogo in-flight all flight long (unlimited flights/sessions) and Limited domestic data roaming plus extra benefits like Stateside International Talk for voice lines.
It is important to note that T-Mobile is unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customer’s experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network.
T-Mobile is focused on providing the best network experience for all of our customers, and as a result we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidth. Additional information about this process can be found in Mr. [redacted]’s Terms and Conditions of service, but T-Mobile reserves the right to reduce data speeds once a user on the account has reached 32 gigabytes (“GB”) of data usage during a billing cycle. Once the 32 GB threshold is reached, services continue at a reduced rate until the start of the next billing cycle.
We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usage. Using a T-Mobile device, you can dial #WEB# (#[redacted]#) and press sends to check data usage at any time. T-Mobile also sends a free text message once usage reaches 32 GB during a billing cycle. Customers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usage. Finally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account information. It is T-Mobile’s position that Mr. [redacted] is being provided service in accordance with the selected rate plan and Terms and Conditions of service.
However, in an effort to mitigate any difficulties caused to Mr. [redacted]. T-Mobile has applied a credit of $181.26 for the current balance that was due on August 13, 2017. Mr. [redacted]’s account remains cancelled with a zero balance.
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.
Amor M[redacted] Executive Response

June 8, 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 regret any issues Mr. [redacted] may have experienced with his T-Mobile account we appreciate the opportunity to review and address his concerns. Mr. [redacted] subscribes to our North America Simple Choice Unlimited Talk Text and Web rate plan for $50.00 per month, additionally he subscribes to unlimited data feature with 14 GB of hotspot included for $45.00 per month and our name ID feature for $3.99 per month. • T-Mobile records show that Mr. [redacted] participated in our Handset Upgrade Program on June 5, 2015, with the purchase of the following accessories: JBL Clip wireless speaker, LG Stylo case and TM Micro USB cable. Mr. [redacted] elected to pay for the above referenced equipment with our Equipment Installment Plan (“EIP”). Mr. [redacted] was asked to make a down payment in the amount of $44.99 and he agreed to pay 24 monthly installments in the amount of $ 1.24 for the accessories. • On November 14, 2015, Mr. [redacted] elected to purchase following accessories with our EIP offering: Edge invisible shield, Samsung charging pad, GS6 Evo wallet and Beats powerbeats. Mr. [redacted] was not required to make a down payment however he agreed to pay 24 monthly installments in the amount of $13.56 for the accessories. • On December 4, 2015, he opted to participate in the JUMP! On Demand program and lease an LG V10 handset. No down payment was required however the purchase consisted of an agreement of 18 monthly payments in the amount of $25.00 with the option to purchase it after 18 months for one payment of $149.99. Additionally Mr. [redacted] elected to purchase the following accessories with our EIP offering: LG Folio case and LG Tone pro headset. Mr. [redacted] was not required to make a down payment however he agreed to pay 24 monthly installments in the amount of $5.42 for the accessories. • On January 30, 2016, opted to participate in the JUMP! On Demand program and lease an Apple iPhone 6S Plus handset. No down payment was required however the purchase consisted of an agreement of 18 monthly payments in the amount of $31.00 with the option to purchase it after 18 months for one payment of $191.99 • On February 2,, 2016, Mr. [redacted] elected to purchase an Apple watch and iPhone 6s plus otter box case with our EIP offering. Mr. [redacted] was not required to make a down payment however he agreed to pay 24 monthly installments in the amount of $19.13 for the accessories. With the monthly access charges, optional feature charges and equipment installments, Mr. [redacted]’s monthly billing statement totaled $194.34 prior to additional usage charges, fees, taxes and surcharges. Mr. [redacted]’s account is billed with our ‘bill current’ billing system, which means that he is billed for services in advance. Mr. [redacted]’s billing period stars on the 3rd of each month and runs through the 2nd of the following month; payment is due on the 23rd of each month. T-Mobile is always working to improve its service, and we regret any data service issues that Mr. [redacted] may have experienced. Unfortunately we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customer’s experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network. On March 9, 2016, Mr. [redacted] was provided a 4G LTE Cellspot device to assist with his coverage concerns at home. T-Mobile records indicate from May 3, 2016, through June 2, 2016, Mr. [redacted] used approximately 20.95 GBs of data which indicates that his account received the benefit of our services. On May 3, 2016, Mr. [redacted] was sent a billing statement in the amount of $339.24 which was comprised of a past due balance of $112.17 and new charges of $227.07. The new charges were comprised of monthly service charges, monthly EIP charges, a late payment fee, and applicable taxes for the billing period from May 3, 2016, through June 2, 2016. On June 2, 2016, Mr. [redacted] contacted T-Mobile and was offered to change his current unlimited data feature to our now grandfathered unlimited data feature with 5 GB of hotspot included for $20.00 per month. Mr. [redacted] accepted the offer and was advised it would begin on his following bill cycle on June 3, 2016. Thereafter T-Mobile contacted Mr. [redacted] and explained his bill charges and advised he could lower his monthly billing by paying off his EIP balance or removing the additional features from his account. Mr. [redacted] declined to make any changes and was satisfied with the data feature that he was previously offered. In regards to his coverage concern, Mr. [redacted] was advised that there are no additional coverage enhancements planned for the site servicing his billing address. Currently, T-Mobile recommends that Mr. [redacted] continue using the T-Mobile 4G LTE Cellspot to improve his in-home network performance. Mr. [redacted] was satisfied with the resolution and had no additional 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. Robert R[redacted] Executive Response

October 30, 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 October 25, 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 final balance. As Mr. [redacted] mentions in his correspondence, he canceled his account on September 30, 2015, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 10th of one month to the 9th of the following month. As noted in our 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 October 9, 2015. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $116.66 to bring his outstanding balance to zero. Mr. [redacted]’s account remains closed with a zero balance. 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 [redacted]. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

May 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 May 5, 2017, regarding the above-referenced account.
T-Mobile regrets to learn of Ms. [redacted]’s dissatisfaction with our previous response. Upon review of our records, T-Mobile has confirmed that two attempts were made to reach Ms. [redacted] at the number she provided to your office and we unfortunately were not able to reach her.
Please note that T-Mobile’s field-engineers reviewed the network nearest to Ms. [redacted]’s home and learned that things are functioning as expected save for a small amount of site congestion. It was also confirmed that enhancements were planned for the third quarter of 2017 to assist in alleviating this congestion.
Ms. [redacted]’s account was activated on March 22, 2017 and subscribed to the T-Mobile ONE Tax Inclusive rate plan for $75.00 per month which includes all applicable taxes and fees. At the time of activation, a credit of $364.09 was applied to the account per Ms. [redacted]’s request in the form of a balance transfer from her previous T-Mobile account number [redacted]. Upon review of the previous account, T-Mobile has confirmed that it was activated on September 8, 2016 and canceled on December 14, 2016 however no payments were received during this timeframe. In fact, Ms. [redacted] was issued credits outside of T-Mobile policies and guidelines that totaled $3,717.08 for a variety of reasons, including equipment costs. The credit balance was the result of these credits and not an overpayment by Ms. [redacted] therefore it was transferred to her new T-Mobile account also outside of our policy.
On March 23, 2017, an Alcatel IDOL 4S handset was ordered for Ms. [redacted] at full retail cost totaling $338.81, however no payment was collected and the cost was billed to her account. On March 24, 2017, a credit of $27.00 was applied to the account to offset the cost of shipping despite the device being delivered within the intended timeframe.
On April 27, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG V20 handset. 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 monthly installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $360.00 and agree to a series of 24 monthly installments in the amount of $36.00 however no payment was collected and the down payment was also billed to her T-Mobile account.
On April 30, 2017, credits totaling $399.60 were applied to the account to offset the down payment and associated sales tax as a courtesy to Ms. [redacted] in regards to the speaker issues she stated she was experiencing with her Alcatel IDOL 4S handset. T-Mobile revisited the account on May 1, 2017 and issued additional credits totaling $61.63 to offset various other charges. As of the date of this letter, Ms. [redacted] has received credits totaling $852.32 and has made no payments for her T-Mobile services.
Further review of the account confirms that, for the billing period spanning March 23, 2017 through April 22, 2017, Ms. [redacted] used 817 minutes with calls as long as 38 minutes, successfully sent and received multiple text messages, and used 4.89GB of data. While T-Mobile does regret to learn that Ms. [redacted] has encountered some difficulties, it is our position she has successfully used her services. Given the generous amount of credits Ms. [redacted] has received for both her canceled account and currently active account, as well as the successful use of her T-Mobile services, we respectfully decline her request for any additional compensation. As of the date of this letter, the account reflects a balance of $56.71 which is due May 15, 2017 and is considered valid and owed.
T-Mobile would like to take this opportunity to remind Ms. [redacted] that she is not bound by any contract and is able to cancel her T-Mobile service at any time if she feels we are not the right carrier to meet her needs. 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. This information was disclosed within the EIP agreement provided at the time Ms. [redacted] purchased her LG V20 handset and the EIP currently reflects an unpaid balance of $120.00.
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

July 12, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 June 29, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], we have confirmed that [redacted] and [redacted] are the same person. 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 the closure of her Apple iPhone 7 device’s Equipment Installment Plan.  T-Mobile records confirm that Ms. [redacted] has returned the Apple iPhone 7 device to our office as previously requested.  On July 3, 2017, T-Mobile closed the EIP for the Apple iPhone 7 device and adjusted the previously billed EIP charges for the equipment.   T-Mobile contacted Ms. [redacted] in effort to amicably resolve this matter, and advised that the EIP has been closed and adjusted in full.  As an additional courtesy T-Mobile adjusted the current charges due in the amount of $218.01, following this adjustment the account currently reflects a zero dollar balance.  Pursuant to the subsequent phone conversation Ms. [redacted] advised this matter is resolved.  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

November 14, 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 4, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Ms. [redacted], she confirmed that T-Mobile had resolved this matter to her satisfaction. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted] concerns with our Carrier Freedom and her participation in the “Smartphone On Us” offer. 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 are collectively known as Carrier Freedom. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. It is important to note that only the second payment is provided in the form of a prepaid bank card. Our records reflect that on October 12, 2016, Ms. [redacted] activated a T-Mobile account. At the time of activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Certified Pre-Owned Samsung Galaxy J7 devices. Please note, Ms. [redacted] was asked to make a down payment of $192.00 and pay the taxes on the full retail price, and agree to a series of 24-monthly installments of $7.00. As stated in Ms. [redacted]’ letter to your office, she also chose to trade-in two Samsung Galaxy S7 devices valued at $470.00 in order to qualify for the Carrier Freedom. In accordance with the above mentioned Carrier Freedom offer, the $470.00 trade-in value for the devices was applied as a credit to the account. It is T-Mobile’s position that the first payment of the Carrier Freedom offer has been provided appropriately. Upon receipt of Ms. [redacted]’ final billing statement from her previous service provider, T-Mobile will calculate and provide the second payment as referenced above. Please be advised that the “Smartphone On Us Offer” provides customers, such as Ms. [redacted], with select handsets at no cost via monthly EIP credits. As Ms. [redacted] had a $96.00 down payment per Samsung J7 handset, she would receive account credits for the standard monthly EIP charges of $7.00 and also receive a second bill credit to make up for the difference of her down payment. Nevertheless in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to provide Ms. [redacted] with a $567.21 prepaid bank card which is equal to the above mentioned trade-in value received, the down payment for the two Samsung Galaxy J7 device, minus any current monthly access charges. As an additional courtesy, T-Mobile has waived the remaining EIP balance for the two Samsung Galaxy J7 devices to zero. As of the date of this letter, Ms. [redacted]’ account reflects a zero balance. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent call to 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. Alberto V[redacted] Executive Response

January 24, 2018
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]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence January 11, 2018, regarding the above-referenced file number.
T-Mobile regrets any equipment and service concerns Mr. [redacted] has experienced. Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on December 26, 2017, we received a request for a Mobile Device Unlock for the Samsung Galaxy S8 Plus device used on mobile number ending in 4555. However, at that time, the device was not eligible for a Mobile Device Unlock as there was a balance owed on the Equipment Installment Plan associated with the 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 Mr. [redacted] recent contact with our retail location and 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.
Ruby Q[redacted]
Executive Response

Tell us why here... February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 29, 2018, regarding the above-referenced account.  T-Mobile is sorry to have lost Mr. [redacted] as a customer and regrets any concerns he may have in regards to his T-Mobile account and returning his devices.  T-Mobile records confirm that Mr. [redacted]’s account was activated on November 15, 2017, and subsequently canceled on November 18, 2017, when his numbers ending in 1000 and 4336 were ported out to another provider.On November 18, 2017, one of the two LG V30 devices Mr. [redacted] mentions in his letter to your office was marked as returned and refunded appropriately.  Unfortunately, due to an inadvertent error, the second LG V30 device was not marked as returned and therefore it was charged to Mr. [redacted]’s December 17, 2018, final billing statement in the amount of $690.00.However, on January 29, 2018, T-Mobile was able to confirm that we received Mr. [redacted]’s equipment and we refunded the payment he made at the point of sale.  We have also taken care of the charges associated with Mr. [redacted]’s order and these charges will be credited to his account by the end of his next bill cycle, which should reduce his account to a zero balance.  We regret any inconvenience to Mr. [redacted].  Should Mr. [redacted] have any questions or concerns regarding the February 16, 2018, revised billing statement he 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.Daniel R[redacted]Executive Response

May 20, 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 15, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’ concerns to his satisfaction. We are excited that Mr. [redacted] was able to take advantage of our Samsung tablet bundle promotion and regret to hear that he had any complications with the rebate submission. Starting April 6, 2016, for a limited time, customers could receive up to $200.00 off the Samsung Tab A 8.0 or the Tab S2 when they purchase select new Samsung phones and a new Samsung Tab A 8.0 or Tab S2 with our equipment installment plan (“EIP”) and add a new data line of service with at least 1 gigabyte (“GB”) of data. According to our records, on April 23, 2016, Mr. [redacted] purchased a Samsung Galaxy S7 Edge and a Galaxy Tab S2 on EIP. Mr. [redacted] added the new data line for his tablet with a 2GB data plan which qualified him for the $200.00 rebate. In order to claim the rebate, Mr. [redacted] needed to accept the promotion at www.t-mobile.com/promotions and enter in the promotional code within 30 days of purchase. We are sorry that Mr. [redacted] received any error with the site when he attempted to enter in the necessary code. Nevertheless, as Mr. [redacted] qualified for the offer and was still within the 30 day since purchase timeframe to submit rebate, upon speaking with him on May 18, 2016, we explained the promotional offer and submitted the rebate request on his behalf. Mr. [redacted] will receive the rebate as a prepaid MasterCard for up to $200.00 for the tablet within eight weeks after submission. Mr. [redacted] can track the rebate status at https://promotions.t-mobile.com/OrderSearch with tracking # [redacted]. Please note that T-Mobile presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction. 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. Christina SExecutive Response

September 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 Prepaid No. XXX-XXX-[redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 2, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that [redacted] concerns have been resolved to her satisfaction. 
 
T-Mobile regrets any issues [redacted] experienced in regards to her Limited Warranty Exchange and our loaner phone program.  T-Mobile records reflect that [redacted] began using her HTC One S gradient blue handset on her account beginning on March 19, 2014.  Provided with [redacted] purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. 
 
For our prepaid customers like [redacted], T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail.  Please note that it typically takes approximately 7 days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped.  If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled.
 
As a courtesy to our customers, T-Mobile provides customers with a loaner phone program.  In exchange for a deposit of $50.00, the customer may borrow a handset from a direct T-Mobile retail store for 14 days while they wait for their handset exchange to be processed.  It is important to note that if the handset is not returned within the 14 day period the deposit is forfeited and the customer may keep the handset.  T-Mobile records indicate that on July 24, 2015, [redacted] took advantage of the loaner phone program and received a Samsung Exhibit handset, with the IMEI number [redacted].  Records indicate that the handset was not received by August 7, 2015; therefore, [redacted] forfeited her $50.00 deposit and was allowed to keep the handset.
 
T-Mobile records reflect that the post-exchange order was cancelled on August 16, 2015, as the handset was out of warranty.  T-Mobile has no record of [redacted] being sent a handset from T-Mobile’s warehouse. 
 
However, upon speaking with [redacted], and in an effort to amicably resolve the matter, as [redacted] loaner handset is non-responsive, on September 4, 2015, T-Mobile sent [redacted] a replacement handset, the Samsung Galaxy Light at no charge. [redacted] accepted this as a resolution to her 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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Diana J[redacted]
Executive Response

October 17, 2016
 
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 October 13, 2016 regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
 
T-Mobile regrets that Ms. [redacted] has chosen another wireless provider and that there are concerns regarding the billing on the account.  T-Mobile records indicate that the account was activated on August 19, 2016 with mobile numbers ending in [redacted], [redacted] and [redacted].  Additionally, T-Mobile records reflect that on August 30, 2016 the mobile numbers ending in [redacted] and [redacted] were cancelled when they were ported to another wireless service provider. 
 
Please be advised that as T-Mobile bills for services in advance, on August 20, 2016 the billing statement issued on the account reflected charges for services from August 20, 2016 through September 19, 2016 totaling $174.62.  As the mobile numbers ending in [redacted] and [redacted] were cancelled mid-cycle, when the subsequent billing statement was issued on September 20, 2016, a credit was issued to the account for unused services of $90.78.  This statement also included new charges for the mobile number ending in [redacted] totaling $27.71 creating a balance due of $83.84. 
 
T-Mobile records further reflect that on October 13, 2016 the mobile number ending in [redacted] was cancelled at Ms. [redacted]’s request.  T-Mobile records do not reflect a previous request to cancel the mobile number ending in [redacted].  As such, it is T-Mobile’s position that the balance is valid and owed.
 
However, in an effort to amicably resolve the matter, on October 17, 2016 T-Mobile issued a credit to the account for $83.84.  The account remains closed with a zero balance.  It is important to note that as the mobile number ending in [redacted] was cancelled mid-cycle, the final billing statement will not be issued on the account until October 20, 2016.  As an additional gesture of goodwill, on this date, T-Mobile will credit any final service charges on the account.  We regret any inconvenience Ms. [redacted] may have experienced as a result of 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.
 
David T[redacted]
Executive Response