T-Mobile Usa Inc

December 12, 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 4, 2016, regarding the above-referenced account. T-Mobile regrets any handset promotion concerns Mr. [redacted] has experienced. From October 21, 2016, through November 29, 2016, customers who signed up for the new T-Mobile ONE rate plan and purchase a qualifying LG device on an Equipment Installment Plan (“EIP”) can receive a discount on the device (via EIP bill credits). EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installments. Please be advised that Consumer and Business accounts have a limit of 12 devices with discounts on this promotion. T-Mobile records confirm that on November 18, 2016, Mr. [redacted] participated in a rate plan change by selecting the new T-Mobile ONE rate plan. On November 20, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a two LG K10 handsets. Accordingly, Mr. [redacted] was asked to make a down payment in the amount for the taxes on the full retail price and agree to a series of 24-monthly installments in the amount of $14.60. Please note that based on the above-mentioned promotion, Mr. [redacted] will receive monthly promotional EIP bill credits over 24-months in the amount of $14.60. Credits will begin within two bill cycles of purchase. On November 21, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of four LG Stylo 2 Plus handsets. Accordingly, Mr. [redacted] was asked to make a down payment in the amount for the taxes on the full retail price and agree to a series of 24-monthly installments in the amount of $40.00. Please note that based on the above-mentioned promotion, Mr. [redacted] will receive monthly promotional EIP bill credits over 24-months in the amount of $40.00. Finally, on December 6, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $223.42 to Mr. [redacted]’s account for monthly access charges from October 29, 2016, through November 28, 2016. As of December 9, 2016, Mr. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

February 12, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: N[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 January 30, 2018, regarding the above-referenced account from [redacted].  T-Mobile records confirm that the account holder of record is [redacted], and we have been able confirm that she and [redacted] are one in the same.  T-Mobile is pleased to report to your office that upon speaking with [redacted], we have been able to resolve this matter to her satisfaction.T-Mobile records reflect that on August 15, 2017, a purchase was made for an iPhone 7 32GB Rose Gold at a T-Mobile retail store.  T-Mobile records indicate that the purchase was made on T-Mobile’s Equipment Installment Plan (“EIP”) program, wherein records confirm [redacted] had agreed to 24 monthly installments of $26.00 per month.  T-Mobile records reflect that on December 20, 2017, [redacted] had a Fraud Form filed to validate the unauthorized purchase, and to have the charges adjusted.  As a result of not receiving a police report, the monthly installment continued to be billed on [redacted]’s account.  Additionally it is important to note that if an account becomes cancelled, final balances owed on equipment accelerate to the final billing statement generated.T-Mobile records reflect that on December 20, 2017, [redacted]’s account became cancelled as a result of her mobile number ending in 2803 being moved to a different account.  It is important to note that at the time that [redacted]’s account was cancelled she had a balance owed of $82.45, consisting of monthly access charges, EIP charges, taxes and fees.  T-Mobile records reflect that on January 17, 2018, the last four payments that had previously been authorized by [redacted] were returned to T-Mobile as unpaid totaling the amount of $249.64.  It is important to note that customers are subject to a fee of $35.00 each time a payment has been returned.On January 17, 2018, T-Mobile sent [redacted] a final billing statement reflecting a balance of $919.06, which included a past due balance of $472.09, and current charges of $494.00.  The past due balance included the returned payments, and returned payment fees applying to all four payments returned.  The current charges consisted of accelerated EIP charges associated with the disputed device, and credits towards previously billed monthly access charges.On February 5, 2018, T-Mobile contacted [redacted], and in an effort to amicably resolve the matter, based on the fact that the phone showed no usage associated to her account, T-Mobile issued a credit totaling $624.00 in what she was charged for the Apple iPhone 7 she had disputed association with, leaving the account closed with a balance of $295.06.  [redacted] confirmed she would consult with American Express to see why the payments were returned, and that we would discuss findings on February 9, 2018.On February 9, 2018, T-Mobile contacted [redacted], and she stated that American Express had sent her a letter of disputed payments dated in December, indicating that they had tried to contact T-Mobile regarding the four payments, however were unable to receive a response, and as a result of that, returned the four previous payments made to T-Mobile.  [redacted] stated that she had informed American Express to authorize payment totaling the amount owed for her monthly access charges of $177.93.  In an effort to resolve [redacted]’s concerns, T-Mobile issued a credit in the amount of $117.13, leaving the account closed with that balance.  T-Mobile informed [redacted] that so long as the payment is applied in that amount, the final statement that generates on or after February 17, 2018, will reflect a zero balance.  T-Mobile will be reviewing the account on February 16, 2018, to see if the payment has applied, and sharing findings with [redacted] by contacting her on her mobile number ending in 2803.  Pursuant to our conversation, [redacted] considers the matter resolved, and has no further concerns.  T-Mobile regrets any inconvenience to [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 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Adrianne F[redacted]Executive Response

Complaint: [redacted]I am rejecting this response because:  the system shows the 50 rebate pm 2/24 was rejected and 4/15 the new value of the rebate is zero?
I also need to make sure they send it to my MAIL ADDRESS ONLY    =  PO BOX [redacted], LANCASTER, CA 93584Sincerely,[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...

July 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 June 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced in regards to payments and her monthly bill. T-Mobile records indicate that Ms. [redacted] contacted T-Mobile and notified us of concerns she had experienced in regards to her monthly billing statement on February 28, 2017. Upon speaking to Ms. [redacted], T-Mobile advised her of a past-due balance and offered Ms. [redacted] our T-Mobile ONE rate plan, which Ms. [redacted]’s agreed to the rate plan changes with the following monthly recurring charges:
• $110.00 for the first two voice lines;
• $45.00 for one additional line; and
• $40.00 for two wearable lines.
In addition to these monthly services, Ms. [redacted] also elects to participate in the following monthly features:
• $12.00 insurance feature on line ending in [redacted];
• $12.00 insurance feature on line ending in [redacted];
• $10.00 insurance feature on line ending in [redacted];
• $9.00 insurance feature on line ending in [redacted]; and
• $4.00 premium voicemail feature on line ending in [redacted].
Ms. [redacted]’s expected monthly services and features is $242.00.
In addition to Ms. [redacted]’s monthly services and features, Ms. [redacted] also has numerous handsets and accessories on our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) programs. EIP is a program that allows eligible customers to pay a down payment for equipment and to pay the balance in monthly installments; whereas JOD is a program that allows customers to lease equipment with an option to purchase, upgrade, or turn in the leased equipment at the end of the lease term. Ms. [redacted] financed equipment on the following dates:
• February 5, 2016 - two Samsung Note 5 handsets on JOD of $58.00 for 18 months was accepted;
• February 5, 2016 two screen protectors, two phone cases, Bluetooth Speaker, and two phone chargers on EIP of $16.69 was accepted for 24 months;
• April 2, 2016, fast charger, Bluetooth Headphones, and Samsung Gear 2 wearable on EIP of $25.84 for 24 months was accepted;
• April 22, 2016, fast charger on EIP of $2.92 for 24 months was accepted;
• August 31, 2016, micro charger and two Beats SOLO headphones on EIP of $6.26 for 24 months was accepted;
• October 3, 2016, Samsung headset and micro charger on EIP of $9.59 for 24 months was accepted;
• October 6, 2016, screen protector, charger, USB cable, and case on EIP of $2.94 for 24 months was accepted;
• October 31, 2016, memory card, case, LG K10 handset, and screen protector on EIP of $10.65 for 24 months was accepted;
• November 11, 2016, Bluetooth speaker on EIP of $6.25 for 24 months was accepted;
• December 9, 2016, iPhone SE handset, case, and Bluetooth speaker on JOD of $29.14 for 18 months was accepted;
The total of Ms. [redacted]’s monthly EIP and JOD charges is $168.28. With all features and equipment on Ms. [redacted]’s monthly recurring charges, her monthly statement is estimated at $410.28.
In some circumstances, T-Mobile customers may be eligible for an Extended Payment Schedule (“EPS”). An EPS is a payment arrangement that spreads a balance out over multiple installments to be added to a customer’s monthly billing statements. T-Mobile records indicate that Ms. [redacted] contacted Financial Care to request an EPS to pay off a balance of $534.10. At that time, Ms. [redacted] agreed to pay seven monthly installments of $66.76 and one monthly installment of $66.78 to satisfy the past-due balance, in addition to her monthly recurring charges. Ms. [redacted]’s billing statement dated February 23, 2017, reflected a balance of $472.58, consisting of all monthly recurring charges as well as Ms. [redacted]’s first monthly installment for her EPS.
T-Mobile records indicate that on May 11, 2017, Ms. [redacted] set up a payment arrangement on www.MyT-Mobile.com for her past-due balance of $1,087.36. The arrangement set up by Ms. [redacted] was to be paid in two installments, the first of which was due on May 25, 2017, in the amount of $217.47, and the second of which was due on June 8, 2017, in the amount of $869.89. Furthermore, T-Mobile records indicate that Ms. [redacted] elected to add an automatic payment method to deduct the amount owed on the payment arrangement due dates. T-Mobile records indicate the following payments and adjustments were made toward the account after May 11, 2017, and impacted the balance owed:
• On May 23, 2017, payment in the amount of $100.00 was remitted, updating the balance to $987.36.
• On May 25, 2017, payment in the amount of $217.47 was drafted in accordance with the automatic payment that was scheduled by Ms. [redacted], updating the account balance to $769.89. As the payment that drafted was set up by Ms. [redacted] herself, it is T-Mobile’s position that the payment of $217.47 is valid. On the same day, Ms. [redacted] contacted Customer Care to dispute the payment, at which point T-Mobile offered to issue a refund as a courtesy, which Ms. [redacted] regretfully declined. As an additional courtesy, T-Mobile applied a $36.00 credit to Ms. [redacted]’s account to accommodate her for any overdraft fees that may have been incurred, updating the account balance to $733.89. Later that same day, Ms. [redacted] received her May 2017 billing statement in the amount of $599.41, updating the balance to $1,333.30. As a courtesy to Ms. [redacted], in an effort to amicably resolve her concerns, T-Mobile applied another adjustment of $130.80, updating the account balance to $1,202.50.
• On May 26, 2017, Ms. [redacted] contacted Customer Loyalty to express her dissatisfaction with the payment that was drafted for her payment arrangement. As a courtesy, T-Mobile applied another $50.00 credit to resolve her concerns, updating the account balance to $1,152.50.
• On May 27, 2017, Ms. [redacted]’s payment of $217.47 was returned by her banking institution, and the account balance was updated to $1,369.97.
• On May 30, 2017, Ms. [redacted] contacted Customer Care to request a credit for restore from suspend fees. As a courtesy, T-Mobile applied a credit of $110.00, updating the account balance to $1,259.97.
• On June 5, 2017, a returned payment fee of $15.00 was charged to the account, updating the account balance to $1,274.97.
• On June 7, 2017, Ms. [redacted] remitted a payment of $34.97, updating the account balance to $1,240.00.
• On June 15, 2017, Ms. [redacted] contacted Customer Loyalty to dispute the balance owed. As a courtesy, T-Mobile applied a credit of $50.00, updating the account balance to $1,190.00.
• On June 19, 2017, Ms. [redacted] remitted a payment of $60.00, updating the account balance to $1,130.00.
• On June 21, 2017, Ms. [redacted] contacted Customer Care and indicated that she was promised a credit. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile agreed to apply a one-time credit of $50.00, updating the account balance to $1,080.00.
• On June 25, 2017, Ms. [redacted] received the June 2017 billing statement in the amount of $681.15, updating the account balance to $1,761.15.
Upon our review of the account, T-Mobile did not find any indication that Ms. [redacted] is owed a credit of $200.00, nor did we find any indication that such a credit was warranted. T-Mobile records indicate that Ms. [redacted] contacted Customer Care on June 21, 2017, to request a credit of $200.00, and that she was advised that there is no record of any such credit being warranted. As no credit was warranted, credit was not applied.
Upon speaking to Ms. [redacted] on June 25, 2017, Ms. [redacted] was advised that adjustments were not warranted. Nevertheless, on June 30, 2017, T-Mobile applied an adjustment in the amount of $200.00, updating the account balance to $1,561.15, of which $880.00 remains past due. Please be advised that T-Mobile provides customers with a number of ways to remit payment, including www.MyT-Mobile.com, T-Mobile retail locations, Customer Care, or the mobile application.
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 any of Ms. [redacted]’s contacts with Customer Care.
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.
Anthony M[redacted]
Executive Response

Revdex.com:    Thanks for assistingin this matter,the company finally solved the matter, and I spoke to Sal and he assured to me that my account is at zero balance,thanks again from Ms, [redacted]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]

June 15, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        T-Mobile Account Holder:[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc.(“T-Mobile”) is in receipt of your correspondence dated June 8, 2015, regardingthe above-referenced account.  T-Mobilehas attempted to reach Ms. [redacted] but unfortunately we have been unsuccessfulin our attempts.  Therefore, we willattempt to address Ms. [redacted] concerns via this response.  Please be advised that T-Mobile recordsindicate the account holder of record is [redacted], and that he hasdesignated [redacted] as an authorized user of the account. T-Mobileonly offers to new customers or current customer wishing to change their rateplan, the Simple Choice Valueplan.  These competitively priced plansoffer unlimited nationwide minutes, domestic messaging and on network datausage, with the first one (1) gigabyte at up to 4G speeds.  Data features providing increasing allotmentsof high speed data may be added for an additional cost.  There is no activation fee or annual servicecontract required for these rate plans. However, it is important to note that T-Mobile no longer offers subsidizedor discounted handsets.  Customers maybring their own compatible device to T-Mobile or purchase handsets at fullretail price.  Qualified customers mayuse the Equipment Installment Plan (EIP) whereby a down payment may be requiredat the time of purchase and the remaining cost is paid over a period of 24months through a series of installments added to the monthly billingstatement.   T-Mobilerecords indicate on June 5, 2015, Ms. [redacted] activated her account on ourpromotional Unlimited Simple Choice Valuerate plan.  This rate plan providesunlimited nationwide minutes, domestic messaging, and on network data usage at 4Gspeeds. This reate plan is charged at a rate of $100.00 per month before taxesand fees for the first two lines of service   This rateplan is not eligible for any other monthly discounts as the rate plan itself isalready steeply discounted.  It isimportant to note that this rate plan is normally $140.00 per month for twolines.  T-Mobilerecords also indicate that on June 5, 2015, Ms. [redacted] activated two mobileinternet lines on her account.  Ms.[redacted] selected our Match Your Datamobile internet data plan for these two lines.  This rate plan matches the data that Ms.[redacted] receives on her mobile phone numbers up to 5GB at 4G data speeds.  This rate plan is charged at a rate of $10.00per month, per line, before taxes and fees.  It isimportant to note that the base price for Ms. [redacted] plan is $120.00 permonth before taxes and fees for the services described above that she iscurrently subscribed to. T-Mobile records indicate that onJune 5, 2015, Ms. [redacted] qualified for and took advantage of our EIP offeringwith the purchase of two Apple iPhone 6 32GB handsets, and two Apple iPad Minitablets.  EIP is a payment option thatallows eligible customers to purchase handsets by making a down payment at thetime of purchase and agreeing to pay the remaining balance in 24installments.  Accordingly, Ms. [redacted]was asked to make a down payment in the amount of $484.64 and agree to a seriesof 24 monthly installments in the amount of $86.44. As part of our Best iPad promotion,Ms. [redacted] qualifies for a $5.50 bill credit every month for 24 months for eachApple iPad Mini that she purchased.  However, if she cancels or downgrades the dataplan below 1GB, they are disqualified from the offer and will be responsiblefor the remaining $5.50 monthly EIP cost.  Please note that this promotion provides amonthly discount to Ms. [redacted] in the amount of $11.00.  It is important to note that theamount of Ms. [redacted] monthly rate plan combined with the monthly EIP paymentsbrings her total monthly bill before tax to $206.44.  As stated above, Ms. [redacted] receives a monthlycredit of $11.00 bringing the revised monthly bill before taxes and fees to$195.44.  Ms.[redacted] may contact me at the number listed below if she would like to discussother plans that would be eligible for a monthly military discount.  We regret any inconvenience to Ms., [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [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]

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

Complaint: [redacted]I am rejecting this response because:  1) This Samsung Galaxy Avante has had issues with voice mail from the beginning.  I have been in the Kannapolis NC store on several occasions about this issue since early in the year and have received tech assistance from Chanelle, Eddie, and Janelle, associates in this store.  While in the store, I asked these associates to phone T-Mobile at 611, so that I could request tech support.  Eddie and Janelle, at my request, operated my phone while tech support gave instructions.  We always had the 611 support people on speaker phone.  In August 2015, I went into the Kannapolis store and was assisted by Janelle.  Again the phone issue was the voice mail system and a problem with echos.  I asked Janelle to please phone T-Mobile at 611.  She did, and we put the tech support person on speaker phone.  The tech support person on the phone said that we needed to update the software and do a reboot.  I asked Janelle to walk through all of the steps with my phone.  My hands were not even on my phone when the software was updated and the master reset was done.  The tech support person did not tell us to save anything. Janelle told the tech support person who was on the phone, "She will likely lose some data."  The tech support person on the phone repeatedly said, "All of the data will come back."  Again, Janelle and I were not told to save anything.  The lose of my data was not my fault.  So, apparently, this is the way T-Mobile treats a loyal customers who did nothing wrong.Sincerely,[redacted]

September 20, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 14, 2017, regarding the above-referenced account.  T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience Mr. [redacted] has experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.   T-Mobile records confirm that on September 5, 2017, Mr. [redacted] ordered a Samsung Note 8 device using T-Mobile’s Equipment Installment Plan (“EIP”) offering.  Mr. [redacted] was required to remit a down payment in the amount of $210.00 and agreed to 24 installments of $30.00 for the remainder of the device.   Please note beginning on September 1, 2017 for a limited time, eligible postpaid customers who purchase a Samsung Galaxy Note 8 device, activate a new voice line, and change to a qualifying Simple Choice rate plan with unlimited data or T-Mobile ONE rate plan can get their choice of an Samsung Galaxy Note 8, Samsung Galaxy S8, or Samsung Galaxy S8 Plus device for free after rebate.  Please note as Mr. [redacted] is not on a qualifying rate plan he would not qualify for the promotion, T-Mobile apologizes if any representative advised otherwise.   In an effort to amicably resolve this matter, on September 15, 2017, T-Mobile ordered Mr. [redacted] a second Samsung Galaxy Note 8 device and agreed to apply a credit for the cost of the device.  Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns.  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.   Zachary S[redacted] Executive Response

August 10, 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] and [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 29, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with respect to his Carrier Freedom reimbursement.  Please note that along with other qualifying criteria, customers are only eligible to receive this offer once.    T-Mobile records show that prior to the activation of the above account, Mr. [redacted] activated a T-Mobile account on August 29, 2014, under account number [redacted].   Our records show that on October 25, 2014, T-Mobile issued Mr. [redacted] a reimbursement card for our Carrier Freedom program for this account.  It is important to note that Mr. [redacted] cancelled this account on February 8, 2015, after transferring his mobile number to another service provider.   Please note that on July 24, 2017, Mr. [redacted] activated service with T-Mobile under account number [redacted], and purchased a Samsung Galaxy S7 handset under an Equipment Installment Plan. Our records show that on July 28, 2017, Mr. [redacted]’ Carrier Freedom reimbursement was denied as he took advantage of this offer previously.    In an effort to amicably resolve this matter, on August 4, 2017, T-Mobile advised Mr. [redacted] to provide his final billing statement with his previous service provider. Upon receipt, we will provide him with a prepaid debit card within 7-10 business days from the date of receipt for the verifiable amount he was charged in handset acceleration fees.  Please be advised that this expiration date of this offer is August 25, 2017.  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.   Cesar R[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].

July 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 June 30, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] has concerns regarding his recent handset upgrade. T-Mobile records reflect that Mr. [redacted]’s most recent upgrade was on February 11, 2017, with his purchase of an LG V20 Titan handset. T-Mobile records do not reflect that a JUMP! upgrade was performed at this time or that Mr. Berman’s previously financed Samsung Galaxy S7 was returned to us. Please note that Mr. Berman’s Samsung Galaxy S5 was returned when Mr. [redacted] upgraded last year to the Samsung Galaxy S7.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, on May 5, 2017, T-Mobile closed and credited the EIP associated with Mr. [redacted]’s Samsung Galaxy S7. As an additional courtesy, on July 5, 2017, T-Mobile issued a credit for $83.76 which compensates for the three additional charges of $27.92 for Mr. [redacted]’s Samsung Galaxy S7 since his upgrade. 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.
David T[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

May 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 Name: [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 4, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account.
From January 5, 2017, through February 28, 2017, T-Mobile had an amazing promotion for new and existing customers, such as Ms. [redacted], who activate a new line of service. With that port-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms. [redacted] was eligible to receive a $150.00 mail-in rebate. Please note that the line ported in must remain active for 30 days to qualify for the promotion.
T-Mobile records confirm that as of February 17, 2017, Ms. [redacted] activated her account and was subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan, which for $75.00, provides unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Regretfully, Ms. [redacted] canceled her account on February 20, 2017, when she ported her mobile number to another service provider. Therefore, as the line of service was not active for 30 days, Ms. [redacted] did not meet the requirements for the 2017 Tax Time Switcher offer.
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has credited the account in the amount of $73.00. As of the date of this letter, the balance on Ms. [redacted]’s account reflects 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.
Abigail P[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].

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]

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

Complaint: [redacted]I am rejecting this response because:
I already returned the router in question using the supplied return box via tmobiles paid carrier.  I also never requested this router in the first place it was mailed to me by tmobile without my knowledge or consent. 
 
Tmobile locked the note4 phone rendering it unusable and therfore the phone was disposed of a year ago. 
 
Otherwise I would accept tmobiles offer to twice the amount owed to zero and remove any credit bureau reports. 
 
 
 
 
 
 
 
 
Sincerely,[redacted]