T-Mobile Usa Inc

February 8, 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 a letter dated February 7, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his handset upgrade. T-Mobile records indicate that on November 14, 2014, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 4 White handset. At the time of purchase, Mr. [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $31.24. T-Mobile records confirm that on the date of purchase, Mr. [redacted] subscribed to the JUMP! feature on the mobile number ending in 9052. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an EIP for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12-month period beginning six months after enrollment. On June 30, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note 4 Black handset and an Apple iPhone 6 Plus Gold handset. At the time of purchase, Mr. [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $29.16 for the Samsung Galaxy Note 4 handset and $31.24 for the Apple iPhone 6 Plus handset. T-Mobile records confirm that at the time of the above-mentioned purchase, Mr. [redacted] subscribed to the JUMP! 2 feature on the mobile numbers ending in [redacted] and [redacted]. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period. T-Mobile records indicate that on July 29, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy Note 5 32GB handsets, one in Gold the second in Black. Mr. [redacted] was not required to make a down payment however agreed to a series of 24-monthly installments in the amount of $29.59, per handset. T-Mobile has confirmed that at the time of Mr. [redacted]’ purchase of the two Samsung Galaxy Note 5 handsets, Mr. [redacted] attempted to surrender his two Samsung Galaxy Note 4 handsets as part of the JUMP! upgrade program. Due to an inadvertent error, Mr. [redacted] was informed that his trade-in of the Samsung Galaxy Note 4 handsets was not necessary. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed to do so during Mr. [redacted]’s contact with our retail location. T-Mobile records indicate that on October 14, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Rose Gold handset with 32GB of memory. Mr. [redacted] was not required to make a down payment; however agreed to a series of 24-monthly installments in the amount of $27.09. Records indicate that at the time of purchase Mr. [redacted] attempted to surrender his Apple iPhone 6 Plus handset as part of the JUMP! upgrade program. Unfortunately, Mr. [redacted]’s handset had sustained physical damage and would require him to file a claim with Assurant Solutions, Inc., the provider of Mr. [redacted]’ handset insurance, in order to replace the handset, prior to trade-in. T-Mobile records reflect that a claim was not filed with Assurant Solutions, Inc., nor was the Apple iPhone 6 Plus handset received by the retail store location. Nevertheless, in an effort to amicably resolve the matter, on February 7, 2017, T-Mobile closed the remaining EIP balance on the two Samsung Galaxy Note 4 handsets and the Apple iPhone 6 Plus handset. Additionally, T-Mobile applied a credit of $456.12, for the monthly EIP charges for all three handsets from July 24, 2016, through January 23, 2017. As Mr. [redacted]’ account had a balance of $858.49, for the billing cycle charges from November 25, 2016, through January 23, 2017, the balance was reduced to $402.37. On the same day, T-Mobile applied a courtesy credit of $94.30, for the restore from suspension fees charged to Mr. [redacted] account on the billing statement dated December 24, 2016, reducing the balance owed to $308.07. Mr. [redacted] has accepted this as a 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. Diana J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:The rate plan promo was a summer promo, active on the site during my visit. Since I feel there was a bait & switch & T-Mobile not correct ting the rate plan I am forced to pursue help via Ohio State Attorney General and/or litigation.
Sincerely,
[redacted]

September 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 September 16, 2017, regarding the above-referenced account.    T-Mobile regrets and concerns that Mr. [redacted] has regarding his 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 Mr. [redacted] recent contact with our Customer Care Team.   T-Mobile records reflect that Mr. [redacted] activated the account with five lines of service on March 31, 2017.  As indicated in Mr. [redacted] letter to your office, he indicates he was intrigued by the $200.00 bill credit per line port-in offer that T-Mobile was offering at the time.  Per our terms and conditions, the port-in credit was to be applied as a bill credit.  Our records confirm that Mr. [redacted] did in fact qualify for the $200.00 port-in offer per the line of service promotion and on May 24, 2017 and June 22, 2017, T-Mobile applied in full $1000.00 in bill credits for the five lines.  Therefore, it is T-Mobile position that Mr. [redacted] was provided all the appropriate bill credits to honor the port-in offer.   Please be advised that since the date of activation on March 31, 2017, Mr. [redacted] had incurred monthly services charges totaling $739.57. On May 9, 2017, T-Mobile records confirm that Mr. [redacted] remitted a payment in the amount of $303.00; however, on August 21, 2017, T-Mobile refunded this payment and the funds were placed back into Mr. [redacted]’s bank account.    As mentioned above Mr. [redacted] incurred a total of $739.57 in monthly service charges and as he received $1000.00 in port-in bill credits, this would leave Mr. [redacted] eligible to receive a credit balance refund in the amount of $260.43.  As such, T-Mobile issued Mr. [redacted] prepaid refund card in the amount of $260.43, which will be delivered to the address he provided in his letter to your office.  Please note that it can take seven to ten business days for the prepaid refund to be delivered. T-Mobile regrets any inconvenience that Mr. [redacted] has 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.   Daniel L[redacted] Executive Response

December 28, 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 December 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
We appreciate Mr. [redacted] bringing his concerns to our attention. In order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Please know that T-Mobile takes customer privacy and account security seriously and we would like to apologize for any inconvenience created by the alleged unauthorized access to Mr. [redacted]’s account with T-Mobile.
T-Mobile contacted Mr. [redacted] and explained the general measures taken by T-Mobile aimed at reinstating the SIM card in question and securing the account holder’s T-Mobile account.
Please be advised that T-Mobile and Mr. [redacted] continue to cooperate with one another to amicably resolve this matter. T-Mobile appreciates Mr. [redacted]’s patience regarding this matter,
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
We thank Mr. [redacted] for bringing his concerns to our attention and apologize for any inconvenience related to this matter. If Mr. [redacted] has any further questions, please feel free to contact me at [redacted] ext. [redacted].

October 6, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 25, 2017, regarding the above-referenced file number.    T-Mobile regrets any concerns Mr. [redacted] experienced with his handset.  T-Mobile records confirm that Mr. [redacted] is not a T-Mobile customer.  After further investigation, we determined that Mr. [redacted]’s Apple iPhone 7 Plus handset with the IMEI number [redacted] is a T-Mobile handset.  T-Mobile did not find any blocks on the handset and we have confirmed that it is unlocked for use with another network provider.    It is important to note that Mr. [redacted] states in his correspondence that he was able to use the handset with a different provider, which indicates that the Apple iPhone 7 Plus handset is unlocked.  T-Mobile checked our IMEI Blocking Tool and Mr. [redacted]’s Apple iPhone 7 Plus handset does not show that it is blocked.  Please note that when T-Mobile blocks a handset, it is only blocked from use on T-Mobile’s network when our T-Mobile customers report the phone as lost or stolen.  T-Mobile does not have the ability to block it from use on other carriers’ networks.    T-Mobile recommends that Mr. [redacted] perform troubleshooting with his current cellphone provider, Lycra.  Mr. [redacted] may also contact the manufacturer, Apple Inc. at 1-800-694-7466 or he can also find support at https://getsupport.apple.com/.  T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ligia M[redacted] Executive Response Tell us why here...

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 reason I accepted the offer is because T-Mobile stated they would not pay  the earlier termination to [redacted] since I did not turned in my old phone. This was not explained to me as I stated before. I am still not happy that my credit has been compromised due to T-Mobile not standing by their standards. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I filed a complaint with T-Mobile and I thought it was handled correctly so I agreed to the business response. I have proof that ligia m[redacted] lied to me and my family by the emails me and her sent back and forth. She told me that two of the devices could upgrade and to mail her the devices on September 3rd, ligia never ever mentioned that T-Mobile would add a few of 208.00 to my account and I received a bill that says other wise. Even in the response from the Revdex.com, ligia said the amount left was 1500 for the devices and we would pay what we normally pay is what ligia said. I get my bill and T-Mobile has yet added another fee with no explaination to what this is, I can't afford to just keep paying fees with a sick mother who just had a heart transplant. I thought all this was handled correctly and believed ligia but she lied to me and I want to be done with T-Mobile and their horrible customer service against people of color I want the business to remove these charges you keep adding to my account and then I'm going to sprint where I'm treated better, I no longer want to stay at this horrible company
Sincerely,
[redacted]

June 8, 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 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his 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 Mr. [redacted]’s recent contact with our retail location and Customer Care.
T-Mobile records confirm that on April 6, 2017, Mr. [redacted] activated service with mobile numbers ending in 9294, 9644, 6034 and 4440. Further records show that on April 6, 2017, T-Mobile added an international block on the mobile number ending in 6034. However, due to an administrative error, the block was not added to the three other mobile numbers. This block prevents customers from dialing internationally on the T-Mobile network.
Mr. [redacted]’s billing cycle from April 7, 2017, through May 6, 2017, incurred a total of $576.40 including taxes for international calling charges. T-Mobile records indicate that on May 25, 2017, T-Mobile credited $100.00 leaving the account with a credit balance of $100.00. Additionally, T-Mobile added the international block on the remaining three mobile numbers.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on June 5, 2017, T-Mobile credited $476.40 for the remaining international calling charges leaving the account with a credit balance of $576.40.
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

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 9, 2016, regarding the above-referenced account. We are pleased to report that we have contacted Ms. [redacted] and are actively working to address her concerns. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] has experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted] account and based on the coverage map, confirms that her account address is in a good coverage area and should expect 4G/LTE in most big buildings and homes. Our records further reflect that on November 30, 2015, Ms. [redacted] purchased a Samsung Note 5 32GB handset. 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 new to like new 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on January 2, 2016, June 7, 2016, and August 1, 2016. We apologize for the inconveniences this caused Ms. [redacted]. Additionally, when Ms. [redacted] contacted Customer Care on August 7, 2016, to report that her recent exchange was still experiencing issues, we were able to complete troubleshooting which led to filing a new service request ticket. As this issue has continued to impact Ms. [redacted] in a negative way, on August 13, 2016, we engaged our engineering team for Ms. [redacted]’s market in order to help with additional troubleshooting and offered Ms. [redacted] $116.63 bill credit for compensation, which was 100% of the monthly charges from August 3, 2016, through September 2, 2016, for the inconveniences she experienced. Please note that on August 15, 2016, T-Mobile contacted Ms. [redacted] and presented the $116.63 bill credit and a follow up from our engineering team as resolution to her concerns which she has accepted and considers this matter addressed 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

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated January 22, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] experienced regarding monthly charges on her account.  T-Mobile records indicate on October 24, 2017, Ms. [redacted] activated her account and subscribed to our T-Mobile ONE rate plan for $180.00 per month for her four lines of service.  Ms. [redacted]’ account was billed by a system known as “bill current”.  This means that Ms. [redacted]’ regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service.  Ms. [redacted]’ billing cycle ran from the 25th of the month through the 24th of the next month.  Upon activation, Ms. [redacted] enrolled in AutoPay.  AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Upon activation, Ms. [redacted] purchased an Apple iPhone 8 Gold device, three Coolpad tablets, and T-Mobile accessories, on our Equipment Installment Plan (“EIP”).  Ms. [redacted] paid a down payment in the amount of $186.26 upon purchase.  It is important to note that T-Mobile accessories cannot be returned for a refund within the return period.  Ms. [redacted]’ first billing statement was in the amount of $4.35 for partial monthly access charges and fees and taxes for the billing cycle dates from October 25, 2017, through November 24, 2017.  On November 15, 2017, T-Mobile received a payment in the amount of $4.35 from the method of payment enrolled in AutoPay.  On November 21, 2017, Ms. [redacted] cancelled her account when she moved her lines to T-Mobile prepaid accounts.  Ms. [redacted] returned the Apple iPhone 8 Gold device and the three Coolpad tablets, along with the T-Mobile accessories. Ms. [redacted]’ November 25, 2017, billing statement was in the amount of $83.71 for monthly access charges, final T-Mobile accessory charges, and fees and taxes for the billing period from November 25, 2017, through December 24, 2017.  On December 15, 2017, T-Mobile received a payment in the amount of $83.71 from the method of payment enrolled in AutoPay.  On January 15, 2018, the payments in the amounts of $4.35 and $83.71 were returned to T-Mobile unpaid.  Please note when payments are returned unpaid, they are charged back to the T-Mobile account balance and returned payment fees will bill to the account.  On January 17, 2018, the down payment in the amount of $186.26 was returned to T-Mobile unpaid and charged back to the account.  The charge backs and returned payment fees brought the balance to $314.32.  Upon speaking with Ms. [redacted] January 25, 2018, and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $314.32 for the returned payments and returned payment fees as the service was not used.  On February 1, 2018, T-Mobile reviewed Ms. [redacted]’ account balance and issued a further adjustment in the amount of $20.00 for a returned payment fee.  Ms. [redacted]’ account remains closed with a zero balance.  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 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

April 6, 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 31, 2017 regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Mr. [redacted] which have proven unsuccessful therefore we will make every effort to address his concerns within this letter.
T-Mobile regrets to hear of Mr. [redacted]’s concerns regarding the pricing of our Samsung Galaxy S8 Plus on JUMP! On Demand (“JOD”). Please be advised that our current best pricing for Samsung Galaxy S8 Plus requires a capital cost reduction payment in the amount of $130.00 at the time of upgrade. Please note T-Mobile does not guarantee that the capital cost reduction payment is $0.00 for all devices on JOD.
It is important to T-Mobile to keep the initial costs of a JOD lease low and as we are always looking at ways to make equipment more accessible for our customers. Please note at this time T-Mobile has no plans to change the current price offering for the Samsung Galaxy S8 Plus. T-Mobile thanks Mr. [redacted] for his feedback regarding the marketing of our offer and will forward it to the appropriate departments for review.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:I was not able to reach Sacny A[redacted] at the provided telephone number and have called back on multiple occasion most recently on Aug. 11, 2015 and left multiple messages with detailed information about the purpose of my call. Due to these circumstances I was not able to confirm nor accept the option offered by Mrs. A[redacted] for a replacement phone.  Additionally T mobile misrepresented the fact that I was using a non Tmobile branded device. I was using a T-mobile branded device model D6616 [redacted] Xperia Z3 before the device broke down, not an unlocked version as stated in the response. Sincerely,[redacted]

March 15, 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 March 2, 2016, regarding the above-referenced account. Please be advised that the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] encountered with unlocking her iPhone 6. T-Mobile records confirm that on February 29, 2016, Ms. [redacted] submitted a request to unlock her iPhone 6 128GB with IMEI number [redacted]. It is important to note that all SIM unlock requests for iPhones are submitted through Apple directly. Unfortunately, Apple was unable to provide a SIM unlock for Ms. [redacted]’s above device. Further records confirm that when Apple responded to the SIM unlock request, the reason code they provided for the declined request stated “Non T-Mobile Device, Other or [redacted]”. Please note that Ms. [redacted]’s iPhone 6 with the above IMEI number is in fact a T-Mobile device and was never a [redacted] phone. T-Mobile spoke with Ms. [redacted] and she stated that she would be in Morocco for two more weeks and then will be traveling to Australia and that she would be returning stateside on or around June 20, 2016. In reviewing Ms. [redacted]’s account our records confirm that roaming charges totaling $150.00 were assessed to her February 28, 2016, billing statement for usage while in Morocco. Additional records reflect that Ms. [redacted] has pending charges totaling $510.00 for roaming while in Morocco which will be billed to her March 28, 2016, billing statement. In an effort to amicably resolve this issue, T-Mobile has applied a $150.00 credit to Ms. [redacted]’s account for the roaming charges billed to her February 28, 2016, billing statement for mobile number ending in [redacted]. We will follow up after the March 28, 2016, billing statement is made available and apply credit for the roaming charges billed through today’s date up to $550.00. Ms. [redacted]’s account now has an outstanding balance of $297.21 and she may verify this by visiting www.T-Mobile.com. Ms. [redacted] advised that she was going to purchase an unlocked iPhone 4s while in Morocco. We advised her that as a courtesy we would refund her for the purchase price of the device. Ms. [redacted] must email her receipt to my attention at [email protected]. After we receive Ms. [redacted]’s receipt for the purchase of the iPhone 4s we will follow up on June 20, 2016, per her request, and mail a prepaid debit card to her to refund her for her purchase cost. Furthermore, we will replace Ms. [redacted]’s iPhone 6 with an unlocked iPhone 6 once she returns to the United States. We will follow up with Ms. [redacted] on June 20, 2016, to complete this request. 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 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 27, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced regarding the Mobile Device Unlock and appreciates the opportunity to respond to her concerns.  Please be assured that T-Mobile strives to provide world class service to all 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 our Customer Care.    Our records confirm that Ms. [redacted] was provided the proper Mobile Device Unlock for her Apple iPhone 6 Plus 16GB handset on September 16, 2017.  Upon following the instructions, the device should indicate that the network unlock was successful.    T-Mobile records indicate on February 27, 2017, Ms. ** [redacted] reported the Mobile Device Unlock was unsuccessful, at which time T-Mobile verified that the original code provided was correct.  As the Mobile Device Unlock was confirmed to be correct for the device but the device remained locked, Ms. [redacted] was advised that she would need to contact the device manufacturer Apple at 1-800-694-7466 for further assistance, and possible device replacement.  Ms. ** [redacted] contacted Apple and was advised to contact T-Mobile for further assistance.    Upon further review, the Apple iPhone was not registered in Apple’s database as a T-Mobile branded device resulting in the devices inability to perform the Mobile Device Unlock.   In an effort to resolve Ms. ** [redacted]’s concerns, and upon speaking with Ms. [redacted], T-Mobile has agreed to send an Apple iPhone 6 Plus 16GB handset with a successful Mobile Device Unlock to the address provided by Ms. [redacted].  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.   Andrew S[redacted] Executive Response

To whom it may concern
  This matter has been resolved. I want to thank the Revdex.com for the all the effort and attention that was put into this issue.
  Respectfully. [redacted]

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the cancellation of his account. T-Mobile records indicate on August 26, 2014, Mr. [redacted] activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $50.00 per month for one line of service. On September 23, 2014, Mr. [redacted] enrolled in AutoPay. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by Mr. [redacted].
On August 17, 2016, T-Mobile sent Mr. [redacted] a 4G LTE CellSpot device. Our 4GLTE CellSpot device provides improved indoor 3G/4G and LTE coverage. The coverage device was available for Mr. [redacted] to use as long as he remained a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. T-Mobile records indicate on October 2, 2016, we assisted Mr. [redacted] with return instructions for the coverage device. Due to an inadvertent error, the account was not cancelled that day. T-Mobile regrets any inconvenience to Mr. [redacted].
As Mr. [redacted] was enrolled in AutoPay, the monthly access charges continued to be paid through the credit card T-Mobile had on file. On February 21, 2017, Mr. [redacted] contacted T-Mobile and requested the cancellation of the account. Please be advised, the account was closed that day and AutoPay was cancelled.
As indicated in his correspondence to your office, Mr. [redacted] disputed charges with Discover. When a payment is returned to T-Mobile unpaid, a returned payment fee will bill to the account. Mr. [redacted] received four returned payment fees in the amount of $35.00 each.
Mr. [redacted]’s final monthly billing statement was in the amount of $405.07 and consisted of monthly access charges, returned payment fees and applicable taxes for the billing periods from October 27, 2016, through February 21, 2017.
In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $405.07 leaving the account cancelled with a zero balance. T-Mobile confirmed the account has been removed from collections. Please note it can take up to 90 days to reflect the change on Mr. [redacted]’s credit report. 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.
Jennifer G[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

Complaint: [redacted]
I am rejecting this response:1) The T-Mobile sales-agent INFORMED ME I was purchasing a $25 ONE-TIME 30-day LTE Mobile Internet service2) The customer service in Asia is woefully incompetent, at no time did I discover ANY of these facts provided in the Revdex.com response (eg: ongoing $20/monthly instead of $25/one-time)3) Exasperated after I could not get my refund or a straight-answer, T-Mobile assessed a Returned-Payment Fee when I filed a dispute with my credit card company4) The actual "money" issue is trivial and unimportant -- this is a clear example of a failure of T-Mobile to provide an ACCURATE description of what I purchased (it's not even correct on the sales-receipt)At no point has T-Mobile accepted full-responsibility, they have attempted to defer blame to ME, the customer.I am an EXPERT in the wireless industry, personally I own real estate used by tower companies and hold an FCC certification.  I went to a store, clearly stated what I wanted to purchased, the sales-agent SOLD ME THE WRONG ITEM, the receipt doesn't even show the correct price or provide an accurate description of the service.  When calling by phone, the barely-English-speaking contracting knew NOTHING.  Literally nothing.  T-Mobile wants to blame the customer, that's fine, the point is:  I entered into this agreement in good faith, I was willing to spend $50 for 30-days of Internet service + an activation fee.  Because of their incompetent, they sold me a different product, and because of continued incompetent -- I never received accurate information UNTIL NOW. This is the 1st I have learned of T-Mobile's facts.  It's not about money, it's about being referred to collections because of incompetent customer service.    
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