T-Mobile Usa Inc

March 29, 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 21, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Mr. [redacted]’s account activity indicates that he attempted to take advantage of the following promotions:
• 2016 Pixel Promo;
• 2016 Friends and Family 2 lines On Us
As can be expected, there are several eligibility requirements for each of the above promotions.
Starting October 28, 2016 and for a limited time only, customers who brought a Google Pixel handset to T-Mobile were able to get $325.00 in bill credits after registering online and subscribing to the T-Mobile ONE rate plan or an eligible unlimited data feature on qualifying Simple Choice rate plan.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us promotion to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the voice lines active, his additional two voice lines ending in [redacted] and 5670, which he is disputing, remain eligible for the free promotion.
Upon review of Mr. [redacted]’s account, T-Mobile is able to confirm Mr. [redacted] met the eligibility requirements of each promotion and has been successfully enrolled in to each promotion with credits reflected as recently as his billing statement dated March 8, 2017. In a gesture of goodwill however, T-Mobile offered an account credit of $242.00 which results in a credit balance of $242.00. Mr. [redacted] accepted his offer as resolution. 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.
Kimo C[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I want the contract terminated and they can eat that bill. I have never had such bad service in my life and haven't talked to one person that has a good thing to say about t mobile service.
Sincerely,
[redacted]

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. The response was pretty wordy and I just want to make sure no future charges will be made to my credit card. I do see charges reverted on my credit card bill and hope it stays that ways.
Thanks for looking into this with such efficiency.Sincerely, [redacted]

July 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 Mobile Number: [redacted]-[redacted]-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated July 6, 2016, regarding the above-referenced mobile number. We are sorry to hear that Ms. [redacted] had concerns with receiving a receipt for her payment. Please note that T-Mobile typically does not provide receipts for payments on Pay as You Go accounts unless processed in a retail location; we do however offer confirmation numbers on every payment. On July 11, 2016, T-Mobile contacted Ms. [redacted] at which time she indicated that she was able to obtain a receipt. 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. Taylor B[redacted] Executive Response

July 12, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. We are sorry to hear that Mr. [redacted] had any concerns regarding his final balance. According to our records Mr. [redacted] completed an in-store payment for his account in the amount of $140.63. The payment received covered his monthly charges billed from March 28, 2016, through April 27, 2016. Although, Mr. [redacted] indicated in his correspondence to your office that he ported out the day following his payment, our records reflect that his phone number ending [redacted] was ported to [redacted] Fi on May 5, 2016. As the service was used from April 28, 2016, through May 5, 2016, Mr. [redacted] received a final billing statement for prorated monthly access charges of $55.09. Even though, it is T-Mobile’s position that Mr. [redacted] was billed accordingly, as a courtesy, we have issued a credit in the amount of $55.09, leaving his account closed with a zero balance. Please note that on July 11, 2016, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction. We hope that Mr. [redacted] may consider T-Mobile 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. Christina S[redacted] Executive Response

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 16, 2018, regarding the above-referenced filed number.   Upon review of [redacted]’ concerns, T-Mobile has confirmed that this complainant is not a T-Mobile customer and is a Mint SIM customer as conveyed in their correspondence to your office.  As such, we respectfully request that you forward this correspondence to Mint SIM for investigation and response.  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]Very truly yours,T-MOBILE USA, INC.Christina S[redacted]Executive Response

I didn't  know I had to write a response but I was very happy with tmobiles decision and how they took care of my problem I contacted tmobile to thank them in handling my problem and thank you for what you've done

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am happy that T-Mobile is restoring my account to its previous plan and adjusting the billing accordingly. I appreciate their quick response to resolve this matter.
Sincerely,
[redacted]

April 7, 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 27, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding his recent tablet insurance claim through Assurant Wireless Inc. (“Assurant”). T-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr. [redacted] is subscribed to the optional Premium Handset Protection (“PHP”) through Assurant. T-Mobile records reflect that on March 9, 2016, Mr. [redacted] filed a claim with Assurant that was subsequently denied due to the fact that the handset did not appear to be in use on the account at the time that the claim was filed. As such, in an effort to amicably resolve this matter, T-Mobile has offered to replace Mr. [redacted]’ iPad with a new iPad at the standard deductible cost of $175.00. Please note that T-Mobile has ordered Mr. [redacted]’ replacement iPad with an expected delivery date of April 11, 2016, and charged the $175.00 deductible to his next billing statement, which will be dated March 1, 2016. Mr. [redacted] was pleased with this offer and considers the matter resolved. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

July 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 23, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced with his service and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.   T-Mobile is always working to improve its coverage. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect moderate coverage.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.    T-Mobile records indicate that on February 2, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 handset. At the time of Mr. [redacted]’s purchase, he was required to make a down payment in the amount of $73.99 and then agreed to a series of 24 monthly installments in the amount of $25.00 for the handset.   Later on May 24, 2017, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S8 handset. At the time of Mr. [redacted]’s purchase, he was required to make a down payment in the amount of $30.00 and then agreed to a series of 24 monthly installments in the amount of $30.00 for the handset.   On June 28, 2017, T-Mobile spoke to Mr. [redacted] and agreed to allow him to return his Samsung Galaxy S7 and S8 handsets. Upon receipt, T-Mobile will close the remaining EIP balance for the each handset. Furthermore, Mr. [redacted] agreed to port his mobile numbers to another service provider no later than July 6, 2017 in order not to incur any additional service charges.  Please be advised that at that time, Mr. [redacted]’s account reflected a zero balance. Mr. [redacted] accepted this as a resolution.  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.   Robert R[redacted] Executive Response

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]-[redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted] he confirmed that this matter has been resolved to his satisfaction.
T-Mobile regrets to hear of any issues that Mr. [redacted] experienced with subscribing to our T-Mobile ONE rate plan and his estimated monthly service charges. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if Mr. [redacted] feels that this was not his experience.
From September 8, 2016, through December 6, 2016, T-Mobile had an amazing promotion for new and existing customers, Mr. [redacted], who subscribed to the T-Mobile ONE plan was eligible to receive either a $20 or $25 bill credit to get their 4th line free, making the total cost for 4 T-Mobile ONE lines with AutoPay $140.00 and $155.00 without AutoPay.
T-Mobile records confirm that Mr. [redacted] initiated the activation of his account on November 25, 2016 for four mobile numbers ending in 8051, 8082, 5469, and 4328. Upon review of the account, records show that Mr. [redacted] was successfully enrolled in AutoPay. As such, if enrolled in the promotion, he should have expected his monthly service charges to be $140.00 per month, plus applicable taxes and fees.
In reviewing Mr. [redacted]’s concerns, T-Mobile records confirm that although he initiated the order for activation of his T-Mobile account within the promotional timeframe, the account was not fully activated until December 7, 2016. Unfortunately, and due to an inadvertent error, the promotional bill credits for the 4th line for free did not apply to the account.
On April 13, 2017, T-Mobile contacted Mr. [redacted] to discuss the information mentioned above, and assist him with his concerns. As T-Mobile was able to confirm that his account was eligible for the promotion, in an effort to amicably resolve the matter, T-Mobile offered Mr. [redacted] a one-time bill credit of $100.00, equaling the five months for the promotional bill credits that did not automatically apply, leaving the account with a balance of $84.36 due on April 28, 2017. In addition, T-Mobile has successfully enrolled Mr. [redacted] in the promotion, and going forward, Mr. [redacted] can expect the promotional bill credits to be automatically applied. T-Mobile has scheduled a follow up with Mr. [redacted] on May 9, 2017 to review the account and ensure that the promotional bill credits are properly applying. 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.
Adrianne F[redacted]
Executive Response

May 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 28, 2017, regarding the above-referenced account.
On behalf of T-Mobile, we offer our sincerest condolences for Ms. [redacted]’s loss.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile records confirm that Ms. [redacted]’s billing cycle runs from the 5th of the month to the 4th of the following month, with payment due on the 25th of each month. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
A review of the account confirms that Ms. [redacted]’s payments that were due on February 25, 2017, March 25, 2017, and April 25, 2017, were not received in full. As payments were not received in full, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.
T-Mobile records confirm that Ms. [redacted] has carried a past due balance since the March 8, 2015, billing statement. Further records confirm that Ms. [redacted]’s most recent billing statement is due on May 25, 2017, in the amount of $329.85 which includes a past due amount of $138.19.
Please be advised that on May 9, 2017, Ms. [redacted]’s payment remitted on April 29, 2017, in the amount of $203.00, was returned unpaid to T-Mobile due to insufficient funds. Accordingly, a $30.00 returned payment fee was assessed to the account, updating Ms. [redacted]’s balance to $562.85. On May 8, 2017, T-Mobile credited $2.06 for a tax adjustment updating the balance to $560.79. Ms. [redacted] currently has a payment arrangement with T-Mobile whereby on May 13, 2017, a payment in the amount of $138.19 must be remitted to the account.
In an effort to amicable resolve this matter, on May 9, 2017, T-Mobile issued a one-time courtesy credit of $437.86 leaving the account with a balance of $122.93 bringing Ms. [redacted]’s account current. Ms. [redacted] has accepted our offer. Please be advised that Ms. [redacted] was advised that in the future we would not be able to issue any credits for this reason. Ms. [redacted] confirmed that she understood these terms.
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. The resolution is satisfactory, but the reply submitted does not explain the entire truth. I did submit a device (iPhone)that the store told me was acceptable for the promotion. We specifically asked if we could use our current phones and sales rep said we could. I have issues that these details were left out purposely to encourage the switch even though we would not qualify. I am happy with the credit, but once again the customer service is misleading and failing to tell the entire truth.Sincerely, [redacted]

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. The business has tried to resolve the issue.  I just hope that they realize that for their own customers, if they force users to do an update on their phones by locking the user out of the phone functions and calls, until they update their phones, that they will have some irrate customers.
Sincerely,
[redacted]

December 27, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 20, 2016, regarding the above-referenced account.  We are pleased to report that we have addressed Ms. [redacted]’s concerns to her satisfaction.
 
We are sorry to hear that Ms. [redacted] had any concerns regarding her recent purchase. According to our records on December 9, 2016, Ms. [redacted] ordered a Samsung Gear IconX True Wireless headset accessory through our Equipment Installment Plan (“EIP”). Our records further reflect that the accessory was shipped via UPS with tracking number [redacted], where it was delivered to Ms. [redacted]’s local United States Post Service (“USPS”) office, to be delivered to the final destination. Unfortunately, Ms. [redacted]’s order did not reflect that USPS had delivered the package.
 
Therefore, on December 19, 2016, Ms. [redacted] contacted T-Mobile to inquire about her order, T-Mobile filed a handset research form to investigate the status of the order and a refund was submitted back to her original credit card used in the amount of $17.75 for the taxes paid at the time of purchase.
 
Although, our records now reflect that Ms. [redacted]’s order was successfully delivered on December 24, 2016, it was outside the normal timeframe and as a courtesy her EIP associated with the accessory was closed, paid in full, and a refund of $8.34 was issued to her account for the EIP payment billed on her December 19, 2016, billing statement.
 
In regards to Ms. [redacted]’s concerns with customer service, we are truly sorry to hear that she had anything but a great Un-Carrier experience while working with our Customer Care team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret this has not been her experience and we hope we can fix that. Without the support of our valued customers, such as Ms. [redacted], we wouldn’t be able to continue our movement and growth.
 
Therefore, as a courtesy for the experience she has encountered, and in an effort to regain her confidence, we have issued a credit in the amount of $50.00, leaving a balance of $251.55 for monthly service charges, EIP and taxes through December 18, 2016. Please note that on December 22, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

January 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 January 19, 2017, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. We regret any concerns Mr. [redacted] has experienced regarding his T-Mobile account billing. T-Mobile records confirm that, on December 23, 2016, Mr. [redacted] subscribed to the T-Mobile ONE rate plan which provides unlimited voice, messaging and high-speed data service, plus a variety of Un-carrier benefits starting at $130.00 per month for two lines and $25.00 per month for each additional line. Please be advised that customers subscribed to T-Mobile ONE who enroll in AutoPay receive a $5.00 credit per line, per month, while they maintain enrollment thereby allowing for customers to have four voice lines on T-Mobile ONE for a monthly cost of $160.00 before applicable taxes and fees. AutoPay automatically deducts funds from a customer's chosen payment method, i.e., bank account or credit card, approximately two days before the bill due date and applies them to the account as a payment. Mr. [redacted]’s monthly service charges are billed in advance of the service being provided and any incidental usage charges are billed in arrears as we cannot predict those charges ahead of time. Because Mr. [redacted] changed his rate plan in the middle of the billing cycle, he was billed the new plan charges for the rest of the current billing cycle plus the full next billing cycle as well. In an effort to resolve the matter, on January 13, 2017, T-Mobile changed Mr. [redacted]’s rate plan back to the previously subscribed $100.00 Simple Choice Unlimited Talk, Text, and Data for Four Lines promotional rate plan. In a continued effort to amicably resolve the matter and upon speaking to Mr. [redacted], on January 20, 2017, T-Mobile agreed to apply a credit in the amount of $271.37 toward Mr. [redacted]’s account for the retroactive rate plan charges from the billing statement dated January 7, 2017, and for the equivalence of one month of Mr. [redacted]’s monthly access charges. Mr. [redacted]’s account remains active with a balance of $9.55 which consists of remaining monthly access charges, applicable taxes, and fees from the billing statement dated January 7, 2017, which is due on January 27, 2017. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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 contact with our Customer Care. 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. Brandon M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I am the authorized user of the account, please check again.  If you check the owner of line [redacted], you can see the authorization status, I go by name [redacted] as well.
Sincerely,
[redacted]

January 26, 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 January 17, 2017, regarding the above-referenced account number.
T-Mobile regrets any concerns Ms. [redacted] has in regards to her T-Mobile account. T-Mobile records indicate Ms. [redacted]’ account has been on our $120.00 Simple Choice North America Unlimited Talk, Text and 10GB with 4 Lines rate plan since July 3, 2015. There is a $20.00 additional line fee for the fifth line of service, $12.00 per line of service for Premium Handset Protection, and $4.99 for our Family Allowances feature for a total of $204.99 per month plus applicable taxes and fees.
Ms. [redacted] accepted an Extended Payment Schedule on July 27, 2016, for a balance of $576.92 to be billed in monthly installments of $72.11 for the next eight billing statements. The balance at that time was reduced to zero due to this arrangement.
On November 20, 2016, a non-return fee of $422.40 was applied for warranty exchange number [redacted] that was placed on October 4, 2016, for a Samsung Galaxy S5. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Our records do not indicate that we received the non-working handset.
On December 10, 2016, an out-of-warranty fee of $422.40 was applied for warranty exchange number [redacted] that was placed on October 27, 2016, for a Samsung Galaxy Note 5. We examined the returned device and it was found to have sustained physical damage to the LCD, 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 Ms. [redacted] at the time of the exchange. This information is also 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.
We attempted to contact Ms. [redacted] leaving voicemails and emails. However, Ms. [redacted] left a voicemail on January 20, 2017, stating she works during the day and to please leave her a voicemail with the details of our resolution. On January 20, 2017 we left a message on Ms. [redacted]’ number ending in [redacted] advising of the above details. We also advised as a courtesy, we waived the two $422.40 fees totaling $844.80 reducing the balance to $622.14. We also placed Ms. [redacted]’ account on a 90-day collection hold through April 18, 2017, allowing Ms. [redacted] time to pay the remaining balance. However, please be advised the accounts regular monthly access charges will continue to be applied to the 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.
Daniel R[redacted]
Executive Response

March 28, 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 21, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets that Mr. [redacted] experienced difficulty obtaining an eligible second Samsung Galaxy S7 for free. From March 11, 2016, to March 17, 2016, postpaid customers who bought a Samsung Galaxy S7 or S7 Edge could get another S7 or S7 Edge of equal or lesser value for free when they activated a new line of service on same account. T-Mobile confirms that Mr. [redacted] met the eligibility requirements for the promotion. In an effort to resolve this matter amicably, T-Mobile has shipped Mr. [redacted] a Samsung Galaxy S7 handset, to the address designated, at no charge. Mr. [redacted] may use United Parcel Service tracking number 1Z3V891R1216405563 to check for updates on the shipping status. 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. 341-[redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

March 16, 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 March 2, 2017, regarding the above-referenced account. Please note that [redacted] and [redacted] is the same person.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to the delay of her port-in mobile number. T-Mobile records show that Ms. [redacted] activated two new lines of service. On March 1, 2017, mobile number line ending with [redacted] was successfully ported-in. Further records confirm that mobile number ending in [redacted] was successfully ported in as of March 2, 2017. Therefore, in reviewing Ms. [redacted]’s account our records confirm that both of the above numbers are active on her account and that her concerns have been resolved.
In an effort to amicably resolve this matter, on March 2, 2017, T-Mobile applied a courtesy credit in the amount of $50.00 to Ms. [redacted]’s account. Additionally, on March 3, 2017, we applied an additional credit of $90.03 to Ms. [redacted]’s account for her inconvenience. Please note that these credits brought Ms. [redacted]’s outstanding balance to zero and she may verify this by visiting www.T-Mobile.com. 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.
Mercedes V[redacted] Executive Response