T-Mobile Usa Inc

April 27, 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 April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Ms. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her mobile internet ON Demand line of service. If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
T-Mobile records indicate on January 8, 2016, Ms. [redacted] elected to cancel two voice lines. At the time of Ms. [redacted]’s cancelation, she was informed that in order to keep her EIP active, she would have to activate a mobile internet On Demand line of service with a monthly charge of $10.00. On January 8, 2016, a line ending in [redacted] was activated with our mobile internet On Demand data service. As such, Ms. [redacted]’s account with monthly EIP’s remained active instead of being due in full on her billing statement dated January 9, 2016.
It is T-Mobile’s position that the $10.00 monthly fee associated with the mobile internet On Demand line of service is valid. However, in an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment of $160.00 to Ms. [redacted]’s account. Ms. [redacted]’s account now reflects a credit balance of $48.69. Furthermore, Ms. [redacted] has elected to cancel her On Demand line of service. Ms. [redacted]’s next billing statement dated May 9, 2017, will include her final remaining balance of $172.44 for her EIP’s due on or around June 1, 2017. 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.
Martin G[redacted]
Executive Response

January 2, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 19, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted] we have been able to resolve this matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile services as well as her account. T-Mobile records reflect that the primary place of use associated with Ms. [redacted]’s account is considered satisfactory while outdoors. As Ms. [redacted] can imagine, T-Mobile is not able to guarantee coverage in all areas of intended use. T-Mobile records also reflect that Ms. [redacted] is using a coverage solution to help improve her indoor coverage experience, which is an option postpaid customers can take advantage of so long as they remain active T-Mobile subscribers.
On December 3, 2017, Ms. [redacted] leased a T-Mobile Revvl device through T-Mobile’s JUMP! On Demand program (“JOD”). JOD is a lease program that breaks a phone’s cost down into 18 equal monthly payments with zero down upfront. Once a customer is in JOD, they can swap out for a new phone up to three times per year without having to pay to upgrade. If the customer does not upgrade, at 18 months they will have the choice to either trade-in or buy the phone for the remaining balance of what it would cost at full retail.
As of the time of Ms. [redacted]’s lease of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14- day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable lease entered into at the time of the original purchase.
T-Mobile records indicate that on December 18, 2017, a one-time credit of $44.72 was issued to Ms. [redacted]’s account, reducing her account balance to $40.00, consisting of remaining monthly access charges, and was due on December 25, 2017.
On December 20, 2017, T-Mobile contacted Ms. [redacted], and issued a $40.00 credit to her account in an effort to amicably resolve the matter, leaving her account active with a zero balance. T-Mobile also informed Ms. [redacted] that as she is currently on the lowest rate plan with unlimited data, she may consider removing her optional Premium Device Protection feature to save her an additional $9.00 per month, which she declined.
Although Ms. [redacted] is outside of her return period, as a gesture of goodwill, T-Mobile closed the lease associated with the device, making future billing statements going forward only reflect monthly access charges, and optional features. Pursuant to our conversation, Ms. [redacted] considers the matter resolved and has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] ext. [redacted].

April 27, 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 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully addressed Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to his Mobile Device Unlock (“MDU”) request. MDUs are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on April 18, 2017, Customer Care received a request for a MDU for his handsets.
T-Mobile records confirm that on April 19, 2017, T-Mobile approved Mr. [redacted]’s MDU request. Mr. [redacted] may complete the MDU process on his handsets by following the below steps:
If you have a non-T-Mobile SIM card:
1. Insert non T-Mobile SIM Card
2. Complete the setup process.

If you will be using your T-Mobile SIM card follow the steps below:

1. Back up your iPhone using iTunes.
2. When you have a backup, erase your iPhone.
3. When you see the Welcome screen, connect your device to iTunes.

If successfully unlocked, the message Congratulations, your iPhone has been unlocked will display. Additional information for unlocking Apple iPhone devices can be located at https://support.apple.com/en-us/HT201328. Pursuant to our conversation with Mr. [redacted], on April 25, 2017, he has confirmed that his devices have been successfully unlocked and working.

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.
Oscar T[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 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]

Complaint: [redacted]
I am rejecting this response because:Despite what the fancy attorney words from T-Mobile state, I never once received any text, e-mails or bills in regular mail, after I canceled my account with T-Mobile in January. When T-Mobile fraudulently deducted $175.00 from my bank account, which my bank DOES have records of, since they disputed and recovered the $175.00 from T-Mobile, I told the representative on the phone that I WAS CANCELLING MY ACCOUNT. The fact that T-Mobile can lie about all of this, does not surprise me, since they have already attempted to steal from me, and destroy my credit account, when I refused to comply with their illegal business practices.
Sincerely,
[redacted]

May 3, 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 20, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Ms. [redacted] regarding her handset and her experience at the T-Mobile retail store.
Our records confirm that on April 18, 2017, Ms. [redacted] processed a Limited Warranty exchange for her non-working Samsung Galaxy Note 4. On April 19, 2017, Ms. [redacted] received her replacement Samsung Galaxy Note 4 at her local T-Mobile retail store. We regret if Ms. [redacted] continued to have concerns with her handset following her replacement on April 19, 2017. In an effort to further address Ms. [redacted]’s handset concerns, on April 20, 2017, T-Mobile agreed to send her replacement battery for her Samsung Galaxy Note 4 which was delivered on April 22, 2017.
Should Ms. [redacted] still be experiencing handset concerns, she may contact me directly at my can be reached number listed below, or by contacting Technical Care at 800-937-8997 if it is outside of our office hours which are Monday through Friday from 7:30 am to 4:00 pm Pacific Standard Time.
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 retail location.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

June 7, 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 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her LG G4 device. T-Mobile records indicate on July 15, 2016, Ms. [redacted] purchased an LG G4 device on our Equipment Installment Plan (“EIP”). Soon after Ms. [redacted]’s purchase, she contacted T-Mobile regarding the device not working properly. T-Mobile records confirm on July 23, 2016, Ms. [redacted] received a new LG G4 device. Regrettably, Ms. [redacted] indicated this device was not working as expected and on August 14, 2016, she requested an exchange for a different model device. As Ms. [redacted] was past T-Mobile’s return period, we were unable to assist with a replacement device for a different model.
It is important to note that as of May 2016, based on customer feedback, T-Mobile launched the Un-carrier customer pick up exchange plan which allows customers to pick up their handset exchange at a local T-Mobile sales office. The reason for the change was that based on customer feedback and to help address the ‘Surprise Customer Fee’ pain point, which includes out-of-warranty fee for damaged devices and Non-Return fees when devices were not send back or lost in the mail. In order for a customer to receive a replacement device through the in-store handset exchange order, the T-Mobile account cannot be suspended for non-payment.
On January 7, 2017, a replacement device was sent to Ms. [redacted]’s local T-Mobile location, the device was available for her to pick up by January 24, 2017. T-Mobile records confirm Ms. [redacted] did not pick up the device and as such the handset exchange order was canceled on January 24, 2017. T-Mobile records do not confirm Ms. [redacted] was advised she cannot collect the replacement device by the T-Mobile location and regret any confusion on this matter.
On March 18, 2017, a second handset exchange was sent to the same T-Mobile location with a pick up date of no later than April 4, 2017. Regrettably, on March 23, 2017, Ms. [redacted]’s account was suspended for non-payment and the replacement device was not collected. As such the handset exchange order was cancelled April 4, 2017.
On April 6, 2017, Ms. [redacted] created an extended payment arrangement and her account was reactivated. On April 14, 2017, a third handset exchange was sent to the same T-Mobile location with a pick up date no later than May 1, 2017. Ms. [redacted] did not pick up the device and as such the handset exchange order was cancelled on May 1, 2017. As with the first exchange order, T-Mobile records do not confirm Ms. [redacted] was advised she cannot collect the replacement device by the T-Mobile location.
In an effort to amicably resolve this matter, T-Mobile offered Ms. [redacted] a new Samsung Galaxy S7 Edge device to replace her LG G4 device. On May 31, 2017, T-Mobile sent Ms. [redacted] the Samsung Galaxy S7 Edge device. Ms. [redacted] agreed to send the LG G4 device to the address provided within 14 days of receiving the Samsung Galaxy S7 Edge device. T-Mobile records confirm on June 6, 2017, Ms. [redacted] received the Samsung Galaxy S7 Edge device and will expect the return of the LG G4 device to be shipped no later than June 20, 2017. 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

December 14, 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 December 8, 2016, regarding the above-referenced account number. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has in regards to our 2016 Apple Black Friday promotion. Please note that the offer was available from November 24, 2016, to November 27, 2016. Eligible customers who have a T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited with unlimited data rate plan and traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier could get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus for free. T-Mobile records indicate on November 27, 2016, Mr. [redacted] spoke with T-Mobile Care Customer who advised he is not eligible for the promotion as he is not on an unlimited data plan.
Mr. [redacted] called again on November 27, 2016, and order ID [redacted] was placed for an iPhone 7 32GB device on the number ending in 8243 which is on the $0.00 4GB til2/28/19 then 2.5GB data plan so he did not qualify as previously advised. A second order ID [redacted] was placed for an iPhone 7 Plus 32GB device on the number ending in [redacted] for full retail price at $769.99 which disqualified it for the promotion as well as it was not on an Equipment Installment Plan (“EIP”) and it also is on $0.00 4GB til 2/28/19 then 2.5GB data plan so did not qualify. On December 6, 2016, order ID [redacted] was canceled at Mr. [redacted]’s request. Order ID [redacted] was shipped to Charlotte NC and was delivered on December 5, 2016. On December 7, 2016, T-Mobile Customer Care confirmed order ID [redacted] did not qualify for the promotion and offered an extended buyer’s remorse return. On December 9, 2016, we spoke with Mr. [redacted] and confirmed he did not qualify for the Black Friday offer as one device was purchased at full retail price and both did not have unlimited data. Mr. [redacted] confirmed one order was canceled and the other he shipped back to T-Mobile. We advised the EIP will be closed and credited back what he paid when we receive the device. However, as a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, we offered to order one new iPhone 7 32GB device for free. Mr. [redacted] accepted this offer. 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

Tell us why here...
October 25, 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 October 11, 2017, regarding the above-referenced account. Please note, that T-Mobile has confirmed that Ms. [redacted] and Ms. [redacted] is one in the same person.
In Ms. [redacted]’s letter to your office, she indicates that her family is not able to use service with their handsets in or around their home. We regret any coverage issues Ms. [redacted] experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Ms. [redacted] activated her T-Mobile service on July 14, 2017, and is subscribed to the T-Mobile ONE Unlimited Family rate plan with a total of five voice lines, and two digits lines. At the time of activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Prime handsets, a Samsung Galaxy S8 Plus handset, an LG G6 handset, and an Apple iPhone 7 handset. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $137.99 and agree to a series of 24 monthly installments in the amount of $88.00.
It is important to note, as of the time of Ms. [redacted]’s purchase, T-Mobile provided a 14-day return period, which allowed Ms. [redacted] to use the equipment and service to see if the equipment and coverage met her needs. If the equipment or the coverage was not acceptable, the equipment could have been 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 the coverage does not meet Ms. [redacted] and her family service needs, in an effort to amicably resolve this matter, T-Mobile has agreed to refund any EIP payments previously remitted and waive any remaining EIP obligations, provided only that Ms. [redacted] returns her devices to T-Mobile within 30 days from the date of this letter with the instructions provided to her via email. Additionally, if Ms. [redacted] was eligible for a T-Mobile offer to reimburse her early termination fees with another provider when she activated service with T-Mobile, we will continue to honor such reimbursement offer after cancellation of her service. 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.
Lupe C[redacted]
Executive Response

November 3, 2016   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 31, 2016, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted]’ account was activated and used without her knowledge.  The UPS tracking information that Ms. [redacted]’ provided, [redacted], indicates that UPS received the package on June 17, 2016 and attempted to deliver the handset to her on June 23, 2016 although she refused delivery and a package was returned to T-Mobile’s National Return Center (“NRC”) on June 28, 2016.  Please be advised that the Apple iPhone 6 handset with International Mobile Equipment Identifier (“IMEI”) number that was in the package indicates that it was first used starting June 21, 2016, which is prior to the attempted delivery date per the information tracking on UPS’ website.   Based on our recent investigation, T-Mobile issued credits to the account in the amount of $837.23, which leaves the account closed with a zero balance.  Please be advised that this account was not yet referred to a third party collection agency and there has not been any reporting to the credit bureaus regarding this account.   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.   Ally Y[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]

March 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 March 12, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have successfully contacted Ms. [redacted] and have resolved the matter to her satisfaction. We regret any inconvenience that Ms. [redacted] may have experienced regarding her equipment exchange. Our records indicate that on January 20, 2016, a replacement device was requested for the non-working Samsung Galaxy S6 Edge associated with Ms. [redacted] mobile number ending in [redacted] via our Handset Exchange Program. 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. However, if upon return of the non-working original/replacement handset T-Mobile has determined that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Ms. [redacted] handset, upon receipt we examined it and it was found to have sustained substantial physical damage, which is not covered under the warranty. As such, Ms. [redacted] was assessed an out-of-warranty fee in the amount of $428.00 as captured on the billing statement dated March 5, 2016. Please note that 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 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, upon contacting Ms. [redacted] on March 17, 2016, as a means of amicable resolution, T-Mobile agreed to apply a courtesy credit of $428.00 to Ms. [redacted] account for the above mentioned out-of-warranty fee. As a result, Ms. [redacted] account currently reflects an outstanding account balance of $407.47, which consists of monthly access charges, monthly EIP charges of $127.25 as well as applicable taxes and fees for the billing period of February 5, 2016, to March 4, 2016 with a due date of March 25, 2016. 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. Emilio S[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] 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. We are glad to report to your office that upon speaking with Mr. [redacted] he confirmed that his concerns were resolved to his satisfaction.
T-Mobile is sorry to lose Mr. [redacted] as a customer and we regret hearing of his concerns with the non-return fee assessed to his account.
T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on September 16, 2015, and that on November 27, 2015, he ordered a Wi-Fi CellSpot Router, one of our coverage enhancement devices. The Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their Wi-Fi capable device. It is like having a tower in one's house and is now available at no additional cost. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00.
Further review confirms that on February 2, 2017, T-Mobile canceled Mr. [redacted]’s account pursuant to his request. As unfortunately, we had not records that the Wi-Fi CellSpot Router was returned, his account was assessed a $99.00 non-return fee plus applicable taxes.
Mr. [redacted]’s final billing statement dated February 17, 2017, reflected a balance in the amount of $116.94 which consisted of the $99.00 non-return fee, a $5.00 late payment fee, applicable taxes and fees. On March 2, 2017, our records confirm Mr. [redacted] made a onetime payment to his account in the amount of $111.93 leaving his account with an upstanding balance in the amount of $5.01.
On March 10, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns. In an effort to amicably resolve this matter, T-Mobile offer to issue a onetime bill credit in the amount of $5.01 and refund Mr. [redacted]’s last payment to T-Mobile in the amount of $111.93 which Mr. [redacted] accepted as full resolution to his concerns. Mr. [redacted]’s account remains canceled and it reflects a zero balance. T-Mobile appreciates the opportunity to assist Mr. [redacted] with his concerns and we regret any inconvenience he 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.
Maggie R[redacted] Executive Response

August 15, 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.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] is designated as an authorized user of the account.  We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.    T-Mobile regrets any inconvenience to Mr. [redacted] regarding our handset promotions and we appreciate the opportunity to address his concerns.  As Mr. [redacted] is aware, the new 2017 Q3 Samsung GS8 BOGO offer stipulates that starting July 28, 2017 for a limited time, eligible postpaid customers who purchase a qualifying Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset on our Equipment Installment Plan (“EIP”) program and activate at least one new line on our T-Mobile ONE or Simple Choice Unlimited rate plan with unlimited high speed data can get a Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset for free after rebate.  Please note, the maximum value of the rebate is the full retail price ($800.00) of the Samsung Galaxy S8 Plus handset.   Our records confirm, on June 27, 2017, Mr. [redacted] purchased two Samsung Galaxy S8 handsets and activated two lines of service which consisted of one voice line and one Mobile Internet line.  However, in order to be eligible, Mr. [redacted] was required to have both new lines of service as voice lines and as such he was not approved for the offer.  We regret any inconvenience to Mr. [redacted] regarding the requirements for the afore-mentioned offer.   Regarding Mr. [redacted]’s concerns with our corporate discount program, for a business account such as his, Mr. [redacted] is eligible for our Corporate Discount Program which would provide him with a 15% discount off his monthly recurring charges if qualified.  Further review confirms, on May 26, 2017, Mr. [redacted]’s submission for the discount was declined as the proof of employment documentation required was invalid.  We regret any inconvenience to Mr. [redacted] regarding this matter.   Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on August 8, 2017, T-Mobile credited the EIP associated with the Samsung Galaxy S8 handset associated with the line of service ending in [redacted] in lieu of a rebate.  Furthermore, T-Mobile requested Mr. [redacted] submits his proof of employment documents to enroll his account in our Corporate Discount Program.  Pending approval, Mr. [redacted]l would receive his discount within one to two billing cycles.  Mr. [redacted] accepted our offers 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 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Sal O[redacted] Executive Response

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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]. I will personally visit BBC OFFICE on 33rd st in Newyork by the following week to bring in all my documents/ recipes of all lease agreements and bills I've paid also proof of returns of the 2 iPhones 6 and the completed purchase of iPhone 6 black if I returned the 2 iPhones 6 for an upgrade I should be paying the extra amount of the iPhones 7 plus it seems to me they start from 0 amount when it's an upgrade and the other 2 iPhones where returned to T-Mobile factory so I think in my best interest is to submit to BBC THE PROOF so you may have a better understanding and if I'm in the wrong I will apologize but so far everyone I've explained my situation says T-Mobile is overcharging me and when you return the old iPhones for an upgrade you should be paying balance because I've already paid for those iPhones 6 and gave it back and upgraded now I'm paying in installments like I never had those iPhone6 if it's like that I shouldn't have sent it back to T-Mobile I hope you understand what I'm trying to say

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

August 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 July 30, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his payment posting concern. We appreciate the opportunity to respond to this matter. Our records reflect that Mr. [redacted] activated his service on November 16, 2016, with three voice lines ending in [redacted], [redacted], and [redacted]. Mr. [redacted] is subscribed to the Two Lines T-Mobile ONE All In Promotion for $110.00 taxes included. The fee for each additional line of service added to his current rate plan is $45.00 per line of service. Additionally, Mr. [redacted] activated one Mobile Internet line (“MI”) of service on December 6, 2016. Mr. [redacted] was subscribed to the T-Mobile ONE Tablet rate plan for $75.00 taxes included.
T-Mobile records reflect that Mr. [redacted] had multiple devices and accessories on an Equipment Installment Plan (“EIP”) offering purchased on different dates. Mr. [redacted] agreed to pay for the EIP’s over 24-monthly installments totaling $66.22. As such, Mr. [redacted]’s monthly access charges including his EIP’s was expected to be about $201.22.
It is important to note that Mr. [redacted] has carried a past due balance since his billing statement date February 19, 2017. Although Mr. [redacted] did remit payments toward his past due balances, the payments that were received were not for the full amount due resulting in the rolling past due balance, and suspension. Pursuant to T-Mobile’s Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
As payment was not received in a timely manner, T-Mobile suspended the account’s ability to place outbound calls, between the dates of January 16, 2017, through July 30, 2017 on eleven different occasions. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. In turn this caused the balance to fluctuate due to the additional restore from suspension fees that were assessed toward the account.
Upon speaking with Mr. [redacted] on August 10, 2017, in an effort to assist with his billing concerns, T-Mobile has offered to place a collection hold on his account for 60 days. Please note this will allow Mr. [redacted] additional time to bring his current balance of $998.00 in four installments of $249.50. The payments are to be made on August 7, 2017, September 7, 2017, September 21, 2017, and October 5, 2017. Please be advised that if the payments are not received all collections paths will resume. It is important to note that Mr. [redacted] has agreed to these terms. Additionally, as a courtesy T-Mobile has applied a one-time courtesy of $82.32 for the restore from suspend fees. This credit will impact the billing statement dated August 17, 2017. T-Mobile regrets any inconvenience caused 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.
Sharon B[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

I agree upon receipt of the new iPhone 6s plus
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]