T-Mobile Usa Inc

Revdex.com:
 
I was contacted by t-mobile's corporate within 2 days of my complaints.  They did resolve my issue to my satisfaction.  Thank you for you assistance in this matter.

July 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated July 3, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with our iPhone promotional offer. Starting September 9, 2016, for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6S or 6S Plus, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is discounted to $100.00 after 24-months. Additionally, customers that traded in an iPhone 6 or 6 Plus would receive monthly EIP credits to reduce the cost of a new iPhone 7 32GB to $200.00 after 24 months. Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $350.00. If a customer chose the iPhone 7 32 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
On September 12, 2016, an EIP was initiated for an iPhone 7 128GB in Black on the line ending in [redacted]. The total retail cost for the device was $749.99. A down payment of $99.99 was made on that date and 24-monthly installments of $27.09 were agreed upon. On October 4, 2016, a credit of $165.00 was applied to the account for the trade-in device. The monthly promotional credits of $20.21 began on October 5, 2016. The adjustment amount provided at the end of 24 months will be $484.99. The promotional credit issued toward the iPhone 7 128GB will total $649.99. Please note that the credits will be applied monthly until October 5, 2018, as long as the account remains in good standing. T-Mobile’s review has confirmed that the account is receiving the appropriate credits for the promotion for this line of service.

On October 2, 2016, an EIP was initiated for an iPhone 7 Plus 32GB in Gold on the line ending in [redacted]. The total retail cost for the device was $769.99. A down payment was not required however, 24-monthly installments of $32.09 were agreed upon. On January 29, 2017, a credit of $195.00 was applied to the account for the trade-in device. The monthly promotional credits of $18.96 began on February 7, 2017. At that time the three previous months of $18.96 were also applied. The adjustment amount provided at the end of 24 months will be $454.99. The promotional credit issued toward the iPhone 7 Plus 32GB will total $649.99. Please note that the credits will be applied monthly until October 5, 2018, as long as the account remains in good standing. T-Mobile’s review has confirmed that the account is receiving the appropriate credits for the promotion for this line of service.
On October 7, 2016, an EIP was initiated for an iPhone 7 Plus 32GB in Silver on the line ending in [redacted]. The total retail cost for the device was $769.99. A down payment was not required however, 24-monthly installments of $32.09 were agreed upon. On October 29, 2016, a credit of $195.00 was applied to the account for the trade-in device. Regrettably, the monthly promotional credits of $18.96 did not begin on the account at that time.
In an effort to offer an amicable resolution, the EIP for the line ending in [redacted] was closed. Additionally, a credit of $313.81 was applied to the account on July 5, 2017, to offset the additional out-of-pocket cost of $99.99 for the line ending [redacted], $120.00 for the line ending in [redacted], and $93.82 for the line ending in [redacted]. The account currently reflects a credit balance of $117.25. We regret any inconvenience in regards 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.
Jessica G[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

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

May 25, 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 15, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced during the time he was a T-Mobile customer. T-Mobile records confirm that on February 26, 2017, Mr. [redacted] started service; shortly thereafter on March 6, 2017, Mr. [redacted] cancelled service. Following cancellation Mr. [redacted]’s account reflected a final balance due of $130.00 for service charges from activation through cancelation. T-Mobile records confirm that on May 16, 2017, T-Mobile adjusted the account charges in the amount of $130.00 and Mr. [redacted]’s account currently shows as cancelled in good standing with a zero balance.
T-Mobile contacted Mr. [redacted] on May 18, 2017, and advised that all services have been adjusted previously. T-Mobile regrets any inconvenience to Mr. [redacted] and we hope to serve him again in the future.
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 4, 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 27, 2015, regarding the above-referenced account. T-Mobile is happy to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile records indicate that on August 7, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a [redacted] S 5 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 installments. Based on her personal credit history at the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to pay $52.99, which is for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $22.08, which will appear on the first bill following the purchase of the device. On September 5, 2015, T-Mobile stepped outside of policy in order to resolve Ms. [redacted]’s concerns with the original [redacted] S 5 handset that was sent to her in August. In order to ensure that Ms. [redacted] received a brand new device T-Mobile billed a full cost device in the amount of $551.69 to Ms. [redacted]’s account. Upon receipt of the defective [redacted] S 5 handset T-Mobile would place a credit of $551.69 to Ms. [redacted]’s account and she would continue with the installments of $22.08 per month for 24 months. Please be advised that on September 9, 2015, T-Mobile reached out to Ms. [redacted] via her mobile number ending in [redacted] to see if she had received the device. The original [redacted] S 5 handset that was purchased on August 7, 2015, was not showing returned to our warehouse. As such, no credit for the handset was issued. Please note that Ms. [redacted]’s account number 818922928 was enrolled in EasyPay on February 14, 2014. EasyPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on EasyPay. Because Ms. [redacted] authorized EasyPay, T-Mobile was authorized to automatically deduct payments from the credit card provided. T-Mobile records confirm that on October 17, 2015 the balance of $670.96 was automatically withdrawn from Ms. [redacted]’s credit card on file. On October 17, 2015 Ms. [redacted] contacted our Customer Care department regarding the amount that had been deducted from her credit card. T-Mobile advised that if Ms. [redacted] returned the device to our handset warehouse, a refund in the amount of $551.96 would be issued back to her credit card. Due to an inadvertent clerical error the refund was declined as the device was not verified as returned to the warehouse. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concern, On October 27, 2015, T-Mobile issued a one-time courtesy credit in the amount of $100.00 to Ms. [redacted]’s account. Additionally, on October 27, 2015 a refund in the amount of $667.18 was deposited back to Ms. [redacted]’s bank account. to Ms. Should Ms. [redacted] have any questions regarding this refund she may contact her financial institution. T-Mobile regrets any inconvenience that Ms. [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. Shannon R[redacted] Executive Response

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 7, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concerns that Mr. ** has regarding the Samsung Galaxy S 8 BOGO offer and appreciates the opportunity to respond. As previously stated in our letter to your office dated September 7, 2017, between May 12, 2017, and May 24, 2017, T-Mobile offered new and existing customers who had either the T-Mobile ONE or Simple Choice with Unlimited Data rate plans, purchased a qualifying Samsung S8 or S8 Plus, and added a new line of service, the opportunity to receive a second Samsung S8 or S8 Plus for free after mail in rebate provided that the aforementioned qualifications were met for the 2017 Samsung Galaxy S8 BOGO promotion.
Please note that while Mr. ** purchased two Samsung Galaxy S8 Plus devices on EIP and paid a down payment of $130.00 each, he did not qualify for the 2017 Samsung Galaxy S8 BOGO promotion as his current price plan does not meet eligibility requirements. Nevertheless, on August 28, 2017, T-Mobile absolved the remaining EIP associated with the line ending in [redacted] in the amount of $630.00, and applied a one-time credit in the amount of $120.00 that included four monthly installment plan charges of $30.00 since the EIP began in May 2017.
Additionally, T-Mobile confirmed that the website, https://support.t-mobile.com/docs/DOC-35813, that Mr. ** provided is for a separate promotion, the June 2017 Samsung Galaxy S8 BOGO offer, which ran from June 16, 2017, to July 13, 2017. As Mr. ** activated and purchased the Samsung Galaxy S8 on May 16, 2017, he does not qualify for the terms of the June 2017 Samsung Galaxy S8 BOGO promotion.
It is T-Mobile’s position that we have fulfilled the 2017 Samsung Galaxy S8 BOGO promotion and we respectfully decline Mr. **’s request for additional credit for the June 2017 Samsung Galaxy S8 BOGO promotion. T-Mobile regrets any inconvenience to Mr. **.
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 844-231-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[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 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 16, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]
                        [redacted]                         To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 2, 2017, regarding the above-referenced file number.      T-Mobile regrets any concerns that Mr. [redacted] has in regards to the experience he had when attempting to join T-Mobile.  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 Mr. [redacted]’s recent visit to our retail location and his calls to Customer Care.   T-Mobile would love to have the opportunity to assist Mr. [redacted] with possibly joining the Un-carrier family.  As such, T-Mobile did contact Mr. [redacted], and attempt to assist him with onboarding and apologized for the experience he may have had.  Although Mr. [redacted] chose not to join T-Mobile at this time, he was provided with my number and also email should he wish to come over.  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 [redacted]

Complaint: [redacted]
Dear Sir/Madam:I apologize  for not being able to response this complaint due to travelling. I found the case has been closed and I am not able to add my response. So I would like to response through email.1. The explanation of root cause from T-Mobil is inaccurate: “According to our records, on November 1, 2016, Mr. ** activated the mobile internet line ending in [redacted]. On November 23, 2016, Mr. ** activated the voice line ending in [redacted]. Please be advised that the line ending in [redacted] is an add-on-line on the account and it is charged an additional $40.00 per month. The mobile internet line ending in [redacted] is subscribed to our Simple Choice North America MI 6 GB rate plan for $35.00 per month. Regrettably, Mr. ** is only eligible for the 2016 Friends and Family 2 lines On Us promotion under the mobile internet line ending in [redacted], as the line of service ending in [redacted] was not activated during the promotional timeframe. Nonetheless, a review of the account confirms that both lines were successfully enrolled into the 2016 Friends and Family 2 lines On Us promotion. “My response: The line ending [redacted] was purchased and activated together with the line [redacted] through calling T-mobil representative within promotion period. Of cause, I have to wait for the sim cards mailed by T-mobil to me in order to physically activating my phone. There is no way for me to physically activate the phone without sim card on the same day when I added the line. Furthermore, I called T-mobil on Dec 22, 23 and Jan 22 and all representatives told me that I was in the two line free promotion. 2. I agreed with the resolution proposed if my understanding is correct, i.e., the total monthly cost for the plan should be $100 + fee + tax (excluding equipment cost), and Tmobil representative called me and she was very nice. I satisfy with the outcome. However, I need to wait the next monthly bill for confirmation.3. I will update you the outcome once the next monthly bill is available.  Thank you so much for your help and sorry for this late response.Best regards,[redacted]

06/26/2015RE: CASE#: [redacted]To Whom It May Concern:Thank you very much for providing us with the information regarding [redacted]field’s complaint and we do appreciate the opportunity to respond to our customer’sconcerns.[redacted] is a fulfillment house providing equipment and activating services....

The sales rep who worked with the customer and placed an order with [redacted] was anindependent contractor employed by a local sales company in the customers’ area. We will provide the customer review feedback to this company based on thecustomers complaint.First, please be advised that I have enclosed a copy of the documents signed at the time of purchase and ordering new T-Mobile services. We also completed arecorded order call with the customer where the same terms and conditions and pricing were discussed and customer was requested to acknowledged and agreeprior to process of the order.  The purpose of this is to ensure that every customer reads the terms and conditions, pricing and purchase. It also provides a Customer Cr to call if assistance is needed by the customer.  This is an attempt to avoid this exact situation.  All charges to the customer’s credit card are process by T-Mobile upon activation, [redacted] has not processed any charges to the customer’s credit card.Please do advise us of your findings regarding this matter. Again, I would like to thank you for the opportunity to respond to this complaint and encourage you to call with questions and/or if any further information is needed.  Thank You, Collections Services

September 30, 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 September 23, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] encountered with his T-Mobile account. It is important to note that we can provide the T-Mobile Internet and picture messaging (MMS) settings for some non-T-Mobile devices, however device troubleshooting that is not related to the T-Mobile network for non-T-Mobile devices is unavailable. T-Mobile can only provide some troubleshooting for non-T-Mobile devices and we are unable to guarantee the functionality of devices which do not have a software version that was sold or updated by T-Mobile. Due to the limited resources we have on non-T-Mobile devices, we are unable to guarantee the effectiveness of these settings or that these devices will function on our network. We strongly recommend that our customers contact the manufacturers of their Non-T-Mobile Devices with any questions or problems regarding the functionality, operation, or performance of their Non-T-Mobile Devices. Unfortunately, T-Mobile was unable to locate an account with the information provided in Mr. [redacted]’s correspondence. We would be happy to refund Mr. [redacted] for the cost of activating a prepaid SIM card. Mr. [redacted] may contact me at the number below to provide his original sales receipt showing his out of pocket cost, after which we will mail him a prepaid debit card to refund him for his purchase. 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. Brian W[redacted] Executive Response

I am rejecting this response because:I still do not have my refund in my bank account.I have tried to contact My L[redacted] several times and have not received a call back.Once my money is refunded then I can accept an offer,it's been over 30 days and I still don't have my refund.Thank you. 
Sincerely,
[redacted]

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

August 18, 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 August 12, 2015, regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers, and we sincerely regret any concerns Ms. [redacted] experienced regarding the activation of her additional lines of service via our retail location. T-Mobile records confirm that on July 11, 2015, Ms. [redacted] activated the mobile numbers ending in [redacted], [redacted] and [redacted] and these mobile numbers were subscribed to T-Mobile’s Simple Choice Value Unlimited Talk, Text and Data rate plan for $50.00 per month. This rate plan provided Ms. [redacted] with unlimited talk, text, and internet with 4G speeds up to 1GB. Please note that the mobile numbers listed above had an additional internet feature which provided Ms. [redacted] with up to 3GB of 4G high speeds internet for $10.00 per month per line. On July 11, 2015, Ms. [redacted] elected to change rate plans effective July 27, 2015, to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data 4 lines included rate plan with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted] for $100.00 per month. Please be advised that Ms. [redacted] account is billed in advance. T-Mobile records indicate that Ms. [redacted] billing statement dated July 27, 2015, had a balance of $269.88 which consisted of prorated monthly recurring charges for rate plan, data features, plus applicable taxes and fees billed from July 11, 2015 to July 26, 2015, and monthly recurring charges for rate plan, data features, Equipment Installment Plan (EIP) charges, plus applicable taxes and fees billed from July 27, 2015 to August 26, 2015. It is important to note that on August 11, 2015, a total credit of $45.99 was applied to the account for all data features billed on Ms. [redacted] billing statement dated July 27, 2015, leaving a remaining balance of $223.89. In addition, on August 11, 2015, per Ms. [redacted] request, the additional internet features on the account were removed. We sincerely regret any inconvenience to Ms. [redacted]. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on August 14, 2015, T-Mobile issued a one-time credit of $80.01 for the prorated monthly recurring charges for the rate plan, applicable taxes and fees billed from July 11, 2015 to July 26, 2015, leaving the account with a remaining balance of $138.60 which consist of monthly recurring charges for the rate plan, EIP charges, plus applicable taxes and fees billed from July 27, 2015 to August 26, 2015. It is important to mention that the remaining balance of $138.60 is Ms. [redacted] estimated monthly recurring charges including taxes and fees. 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. Aida A[redacted] Executive Response

August 14, 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 August 1, 2017, regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted] and she has been designated Ms. [redacted] as an authorized user of the account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address [redacted]’ concerns within this letter.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records indicate that on June 15, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8. Accordingly, Ms. [redacted] was asked to remit a down payment in the amount of $146.45 and agree to a series of 24-monthly installments in the amount of $29.32. Our records further indicate that Ms. [redacted]’ mobile number ending in [redacted] is subscribed to our equipment protection feature for $12.00 a month with Assurant, which provides her with the option to file a claim on her Samsung Galaxy S8 for any accidental damage for a deductible of $175.00. T-Mobile recommends that Ms. [redacted] contact Assurant at 1-866-866-6285 to file a claim for her damaged device.
Regretfully, T-Mobile cannot guarantee any handset is damage free with or without a case however; T-Mobile always recommends purchasing a protective case covering on a phone to help prevent any accidental damage. T-Mobile regrets if Ms. [redacted] was provided with any misinformation.
In regards to Ms. [redacted]’ recent contact with the Executive Office, our records indicate that on July 8, 2017, T-Mobile’s Executive Specialist applied a courtesy credit of $292.89 to the account for the required down payment on her newly purchased Samsung Galaxy S8 Plus devices.
In an effort to amicably resolve this matter, if Ms. [redacted] has any further concerns, she may contact our Executive office at the number provided below. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

February 25, 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 February 24, 2016, regarding the above-referenced account. We regret any coverage issues Mr. [redacted] may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. Please be advised that there are several factors that can affect actual service quality and availability.. T-Mobile has reviewed Mr. [redacted] coverage area and confirms that he is in an area with 4G LTE coverage and no known issues. On January 26, 2016, as part of T-Mobile’ s troubleshooting and in efforts of resolving Mr. [redacted] coverage concerns, our records confirm that the System Identifying Module (“SIM”) card to his account was updated in which Mr. [redacted] has confirmed that there has been coverage improvements but it has not fully resolved the issue. Upon T-Mobile receiving indications of coverage issues, T-Mobile troubleshoots services to rule out the possibility of network or handset related issues. In review of Mr. [redacted] concerns regarding the dropped calls, T-Mobile has determined that it may potentially be his device. Please note that by purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. Our records confirm that Mr. [redacted] is using an Apple iPhone 5S that is no longer under T-Mobiles limited warranty; as such, T-Mobile recommends testing the SIM card on a different device, and looking at handset upgrade options which were discussed with Mr. [redacted]. Although T-Mobile is unable to confirm that the issue is network related, as a courtesy to Mr. [redacted], and in an effort to amicably resolve the matter, T-Mobile agreed to issue a credit of $50.00 to his account in lieu of a month of service free which is currently reflecting as a credit balance to his account. 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. Sacny A[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

March 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 March 15, 207, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that this matter was resolved to his satisfaction.
T-Mobile regrets Mr. [redacted]’s concern regarding the status of his return and the recently assessed non-return fee. Our records confirm that on December 13, 2016, replacement equipment was ordered for Mr. [redacted]’s non-working Samsung Galaxy S7 Edge device. Please be advised that in the replacement box, a set of instructions was provided to inform Mr. [redacted] on how to return his non-working equipment and avoid being charged a non-return fee. Regretfully, our records indicated that we did not receive the non-working equipment. As such; Mr. [redacted] was charged $730.64 for the non-return fee and applicable taxes.
On March 16, 2017, we received the non-working equipment. Although this was not within the allotted seven days, as a courtesy, T-Mobile applied a credit of $730.67 for the non-return fee and the applicable taxes. As of the date of this letter, Mr. [redacted]’s account reflects a $102.96 balance for monthly access charges for the billing period of March 11, 2017, through April 10, 2017, and applicable taxes and fees.
Review of the account confirms that Mr. [redacted]’s two lines of service are on the Simple Choice Family Match 6GB Unlimited Talk, Text, and Data rate plan for $80.00 monthly. Additionally, both lines of service are subscribed to a $10.00 device protection feature. As such, Mr. [redacted]’s estimated monthly access charges are $100.00 plus applicable taxes and fees. Review of the account confirms that Mr. [redacted] has been billed in accordance with his rate plan. T-Mobile regrets any inconvenience.
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