T-Mobile Usa Inc

August 16, 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 August 12, 2016, regarding the above-referenced account. 
 
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with Customers Care.
 
T-Mobile records indicate that on June 23, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG G Pad tablet.  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 for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $9.99.
 
T-Mobile records indicate that Ms. [redacted] requested to return the LG G Pad tablet on July 6, 2015 and have the mobile number ending in 5057 canceled on July 23, 2015. Due to an inadvertent system error, the LG G Pad tablet continued to be billed to Ms. [redacted]’s account.
 
Upon further review, T-Mobile placed credits totaling $109.96 to Ms. [redacted]’s account for previously billed EIP charges for the LG G Pad tablet. Additionally, T-Mobile removed the EIP for the LG G Pad tablet on March 18, 2016.
 
On May 18, 2016, May 20, 2016, and May 24, 2016 the mobile numbers ending in [redacted], [redacted], and [redacted] were canceled when they were ported to another carrier.  Ms. [redacted]’s billing cycle ran from the 25th of one month to the 24th 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, Ms. [redacted] was billed through May 24, 2016. Please be advised that this left a final mobile number ending in [redacted] remaining active on the account.
 
Please note active customers are able to view their account online at www.myt-mobile.com, however once the account has been closed the ability to access the account online is no longer available. 
 
T-Mobile records confirm that the mobile number ending in [redacted] was canceled on August 5, 2016 pursuant to Ms. [redacted]’s request. Additionally, T-Mobile placed credits totaling $188.90 to Ms. [redacted]’s account to reflect one line of service being billed since May 25, 2016.
 
Ms. [redacted]’s account balance is in the amount 187.40 for monthly service charges from May 25, 2016 through August 24, 2016, and equipment installment plan charges plus applicable taxes.
 
In an effort to amicably resolve this matter, T-Mobile will follow up on Ms. [redacted]’s account on August 30, 2016 and apply credits in order to ensure her account is closed with a zero balance.  Ms. [redacted] has accepted this as 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 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christopher R[redacted]
Executive Response

March 2, 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 February 24, 2016 regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted], and that [redacted] is not an authorized user of the account. Upon speaking with Ms. [redacted], she stated she was the account holder and provided me with permission to discuss her account details with Ms. [redacted]. T-Mobile regrets any continued concerns Ms. [redacted] has experienced regarding our handset promotions. We 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 contact with our sales office or customer care. As previously advised, on September 25, 2015, Ms. [redacted]’s trade-in AT&T Samsung Nexus S device was not eligible for trade-in credit but it did qualify Ms. [redacted] for the monthly promotional credits of $7.00 for the mobile number ending in [redacted]. Our records confirm Ms. [redacted] received the promotional credits on October 2, 2015, December 8, 2015, December 13, 2015, January 18, 2016, and February 16, 2016. It is T-Mobile’s position that Ms. [redacted] is being provided with the adequate credits per the promotional guidelines. On February 25, 2016, T-Mobile emailed Ms. [redacted] a copy of our JUMP! On Demand iPhone 6S Updated promotional flyer so that she may read the promotional guidelines. On February 26, 2016, T-Mobile sent another email explaining that the eligible trade-ins for additional credit are the following: • Monthly Equipment Installment Plan, (“EIP”) payment of $15.00 or less: All devices with a trade-in value of $90.00-$179.00 • Monthly EIP payment of $10.00 or less: All devices with a trade-in value of $180.00-$270.00 • Monthly EIP payment of $5.00 or less: All devices with a trade in value of $271.00 or above. For example, the trade-in value of an iPhone 6 is $271.00 and customers would receive the $7.00 promotional monthly bill credit plus a $15.06 additional promotional credit and would pay $4.94 for their monthly EIP. Some of the eligible devices are the iPhone 6, iPhone 6 Plus, Galaxy S6, and S6 Edge Plus. As stated in our previous response to your office, Ms. [redacted]’s trade-in of an AT&T Samsung Nexus S did not qualify her to receive any additional promotional credit. In an effort to amicably resolve this matter, on March 1, 2016, T-Mobile offered Ms. [redacted] a $25.00 courtesy credit to her account for any misunderstanding. T-Mobile is awaiting Ms. [redacted]’s email response to accept the credit and she may also contact me at the number provided below by April 2, 2016 to accept this offer. T-Mobile respectfully declines to provide further monthly promotional credits for the iPhone 6S Updated promotional offer. 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. Leah T[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]

June 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 7, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced regarding his recent handset replacement order. T-Mobile records indicate that on June 29, 2015, Mr. [redacted] purchased a Samsung Galaxy S 6 handset. 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 or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please be advised that customers who process a Limited Warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the exchange transaction is processed. This fee covers the cost associated with processing the exchange under the Limited Warranty, including UPS ground shipping of the replacement device. When Mr. [redacted] requested the Limited Warranty exchange the $20.00 Service Warranty Processing Fee was disclosed before the transaction was completed and the new device was sent out to Mr. [redacted]. It is important to that if the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Please be advised that T-Mobile is unable to return the handset that sustained physical damage to Mr. [redacted] as the device was mailed to the equipment manufacturer for repair and or replacement. However, in an effort to amicably resolve this matter on June 10, 2016, T-Mobile applied a credit to the account in the amount of $416.90 for the out-of-warranty fee and all applicable taxes. Please note that Mr. [redacted]’s account currently remains open and reflects a remaining balance due in the amount of $126.96. This amount consists of monthly access charges and all applicable taxes and fees for the billing period dates of May 25, 2016 to June 24, 2016. We regret 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 1-877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

December 21, 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 3, 2017, regarding the above-referenced account.
T-Mobile regrets any continued billing concerns Ms. [redacted] has experienced. The promotion that Ms. [redacted] references in her correspondence to your office is our 2017 Q3 LG Tablet offer. From August 9, 2017, through December 14, 2017, new and existing postpaid customers who bought a new LG G6, V20, V30, or V30+ on EIP could get a new LG G Pad X 8.0 or LG GPad X2 8.0 Plus on us (via promotional EIP bill credits) when they purchase the tablet on EIP for use with a 2GB or higher Mobile Internet (“MI”) plan during the promotional period.
T-Mobile records indicate that on November 22, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LGV30 Plus handsets at a T-Mobile retail store. At the time of Ms. [redacted]’s purchase, she was required to remit a down payment of $130.00 and agreed to a series of 24-monthly installments in the amount of $30.00 for each handset.
In addition, on November 22, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG G Pad X2 8.0 devices. Ms. [redacted] was not required to remit a down payment and agreed to 24 monthly payments of $10.00. Ms. [redacted] also successfully subscribed to our Simple Choice Norther America 6GB rate plan for each line of service.
Ms. [redacted] returned one of the devices for her number ending in [redacted] per our previous correspondence. T-Mobile records confirm that Ms. [redacted]’s second LG G Pad remains active on her number ending in [redacted]. Due to an inadvertent error, the number ending in [redacted] was not enrolled into our promotional offer. T-Mobile regrets any inconvenience to Ms. [redacted].
In efforts to resolve Ms. [redacted]’s concerns, we have removed all charges for her second LG G Pad device and she will no longer see charges for this device on her future billing statements. We have also applied a $10.00 credit to the account to reimburse for the charges that have already been billed to her account, bringing the balance to $91.70.
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.
Vanessa C[redacted]
Executive Response

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

July 29, 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 July 21, 2016, 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. As is well known throughout the wireless industry and beyond, T-Mobile’s Carrier Freedom promotions reimburse new customers for early termination fees and equipment financing plans from other carriers when they switch to T-Mobile. There are several qualifications to be met in order to be eligible for the reimbursement. Our records reflect that Mr. and Ms. [redacted] did meet all of the eligibility requirements upon activation of the above referenced account. Unfortunately, this is also a one-time reimbursement program. T-Mobile does not reimburse customers multiple times for their cancelation fees from other carriers. The [redacted]’s previously had another post-paid account with T-Mobile that was activated on March 23, 2015 and for which early termination fees in the amount of $1,280.00 were reimbursed. While we appreciate that they once again selected T-Mobile as their wireless carrier, they were not eligible for additional reimbursement of their early termination fees. Nevertheless, in an effort to amicably resolve this matter, T-Mobile agreed to reimburse Mr. and Ms. [redacted]’s early termination fees from their old carrier one last time. Pursuant to a conversation with Mr. [redacted] on July 23, 2016 T-Mobile issued a credit to the account in the amount of $1,153.07 which was the remainder of the amount of eligible expenses from their former carrier. Mr. [redacted] requested this credit impact the above account, and as of the date of this letter the account has a credit balance of $1,153.07 which will impact the future monthly statements. It is important to note that Mr. [redacted] advised our office that this credit successfully resolved with his concerns. T-Mobile regrets any inconvenience to Mr. and 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. [redacted] Executive Response

April 1, 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 March 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced with the replacement device. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S 6 32GB handset on July 16, 2015. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Although a new handset is not always available, on March 31, 2016, upon speaking to Ms. [redacted], T-Mobile agreed to send her a new Samsung Galaxy S6 32GB device in exchange for her non-working Samsung Galaxy S6 32GB handset. It is important to note that Ms. [redacted] will view a charge of $658.73 for the handset cost which will be removed upon Ms. [redacted] returning her non-working device to my attention at: [redacted] T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, battery, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. T-Mobile regrets any inconvenience 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. Sacny A[redacted] Executive Response

March 23, 2016
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 March 22, 2016, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] M. [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
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 or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide Mr. [redacted] with a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that Mr. [redacted]’s non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. 
With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty.  Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam.  Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets.  A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of the exchange.  This information is also in the users’ manual and in the material that accompanies the replacement handset.  Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed.
Nevertheless, in an effort to amicably resolve the matter, on March 23, 2016, upon speaking to Mr. [redacted], T-Mobile applied a credit in the amount of $430.40 towards the account for the aforementioned out-of-warranty fee and applicable tax.  Pursuant to our conversation, Mr. [redacted] has confirmed that the matter is resolved and he has no further concerns.  Ms. [redacted]’s account remains active with a zero balance.  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.
Brandon M[redacted]
Executive Response

September 30, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [redacted]Your File No.  [redacted]T-Mobile Prepaid No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated September 29, 2015, regarding the above-referenced account.  Prepaid accounts do not require personal information such as a name to be associated with the mobile number.  In this case, the mobile number is shown as registered to [redacted]; however Mr. [redacted] was able to verify the 4 digit security code associated with the account and as such, T-Mobile was able to assist him.  We are happy to report we have resolved this matter to Mr. [redacted]’s satisfaction.T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced with the rebate for his LG Leon.  T-Mobile records confirm receipt of the rebate request on September 9, 2015, but it was declined on September 17, 2015, due to an ineligible rate plan. In an effort to amicably resolve this matter, on September 30, 2015, T-Mobile processed a $50.00 refund in the form of a Citibank prepaid refund card.  This refund card will be sent to the address provided to your agency by Mr. [redacted] within seven to ten business days.  Upon speaking with Mr. [redacted], he accepted this as resolution to his concerns.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]Very truly yours,T-MOBILE USA, INC.Zachary S[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 3, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her additional line request. T-Mobile records indicate on March 6, 2009, Ms. [redacted] activated her T-Mobile account. Please be advised, Ms. [redacted] is eligible to activate five lines of service. As a courtesy to Ms. [redacted], in March 2016 and July 2016, T-Mobile made an exception and provided Ms. [redacted] with an additional three lines of service.
On April 28, 2017, Ms. [redacted] requested to activate an additional line of service. Due to a clerical error, T-Mobile attempted to activate an additional line of service on Ms. [redacted]’ account and she was advised the new line activation was successful. As Ms. [redacted]’ account has exceeded the amount of qualifying lines, the new line activation was not successful. T-Mobile records do not indicate Ms. [redacted] was billed for a SIM card. However, on April 28, 2017, Ms. [redacted]’ was issued a credit in the amount of $25.01 for the amount T-Mobile charges for a SIM card. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted]
Executive Response

February 23, 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 February 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that on August 22, 2016, Mr. [redacted] activated a mobile internet line ending in [redacted] under a Simple Choice No Credit account. Please note that Simple Choice No Credit accounts require that customers have paperless billing; however Mr. [redacted]’s mobile internet line cannot receive text messages to receive his temporary password for T-Mobile.com to create his online account. Therefore, Mr. [redacted] is not receiving his monthly statements.
In an effort to amicably resolve this matter, on February 16, 2017, T-Mobile has zeroed out the balance and the account is currently not in collections.
T-Mobile would love to keep Mr. [redacted] as a customer; therefore he is welcome to contact me via email or at the number below if he wishes to discuss reactivating service or converting the account to a prepaid account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

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

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]

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

July 17, 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 July 6, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his Mobile Device Unlock and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on January 26, 2016, Mr. [redacted] leased an Apple iPhone 6s 16GB utilizing our JUMP! On Demand (“JOD”) program for mobile number ending in [redacted]. Mr. [redacted] then agreed to pay 18-monthly lease payments of $16.34 including tax as well as a final Purchase Option Price (“POP”) should he elect to keep the handset. The POP is assessed on the billing statement following the completion of the 18 monthly lease payments or customers can opt to have the POP split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”).
Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on June 10, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in [redacted]. However, at that time the device was not eligible for a Mobile Device Unlock as the account was cancelled and there was a balance owed on the JOD associated with the device. Upon speaking with Mr. [redacted] he advised that the equipment had been paid off in full. Regrettably, T-Mobile was unable to locate any records to indicate the equipment had been paid in full. We regret any inconvenience to Mr. [redacted]; however, once his JOD balance has been paid in full, his handset will be eligible to be unlocked.
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 regret 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.
Andrew S[redacted] Executive Response

January 2, 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. T-Mobile regrets any inconvenience to Ms. [redacted] regarding T-Mobile’s 2016 Magenta Port-In and Trade-In offer. Please be advised that from November 24, 2016 through December 21, 2016, T-Mobile offered the 2016 Magenta Port-In and Trade-In offer. New customers could port-in their mobile number, trade-in their fully paid off device (from anay carrier), and purchase a phone or tablet under our Equipment Installment Plan (“EIP”) with our T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan and receive a $200.00 prepaid MasterCard per mobile number ported-in via mail. If the new customer could trade-in their fully paid off device (from any carrier), they could use the device under their new T-Mobile postpaid service and still qualify to receive a monthly promotional bill credit of $10.00 per ported-in line for a period of 20 months. There are several eligibility requirements for this offer and a review of Ms. [redacted]’s account confirms that she is eligible for the 2016 Magenta Port-In and Trade-In offer to receive five monthly promotional bill credits of $10.00 for a period of 20 months. To receive the promotional bill credits, Ms. [redacted] is required to submit for the rebate on www.T-Mobile.com/promotions using the code 16BYOD within 30 days of activation. Please allow up to two billing cycles for the promotional bill credits to reflect on Ms. [redacted]’s account. Regarding Ms. [redacted]’s concerns of new equipment order, we reviewed Ms. [redacted]’s account and confirm that on December 13, 2016, an in-store equipment order was processed but due to an inadvertent error the order was not completed. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on December 29, 2016, we assisted Ms. [redacted] to complete new equipment order under our EIP for one iPhone 7 Plus Rose Gold 128 gigabytes (“GB”) handset under mobile number ending in [redacted]. Please be advised that Ms. [redacted] agreed to remit a down payment of $604.71 which will reflect on her following billing statement dated January 8, 2017, and accepted 24 monthly installments of $13.50 with the purchase of the iPhone 7 handset. We appreciate Ms. [redacted]’s willingness to resolve this issue. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Aika A[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
While the response touched on the back order issue it did not reflect the incorrect address the phone will be mailed to, nor the lack of an upgrade and in fact the opening of a new EIP (equipment installment plan) without my consent. So while I appreciate their offer of $149.99 credit for the down payment (incidentally $209.60 is the final cost) the sheer belittling of my complaint (plus multiple issues since this supposed resolution) to a back order issue is my reason for my rejection.
Sincerely,[redacted]

Hi this is [redacted] referring to Complaint: #[redacted] the issue has been resolved after repeated calling and irritating the company yesterday I called them about 6 times and finally they resolved my issue after I told them I had submitted a complaint just to give you updated...

information thank you for your time

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.