T-Mobile Usa Inc

June 30, 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 June 18, 2017, regarding the above-referenced account. T-Mobile records show that the account holder of record is [redacted], and [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the T-Mobile account in question. T-Mobile records confirm that Mr. [redacted] enrolled in T-Mobile’s 2016 Pixel Promo. The promotion offered new and existing customers who brought a Google Pixel to T-Mobile to receive $325.00 in bill credits when registering online and signing up for a T-Mobile ONE rate plan. Due to an inadvertent error, this caused Mr. [redacted] to receive the credits inconsistently on the account.
T-Mobile records also reflect that when the account added the three additional mobile numbers ending in [redacted] on May 14, 2017, that the bill produced May 28, 2017, resulted in prorated charges for a new rate plan in advance after Mr. [redacted] had been billed for the services for the existing billing period on the billing statement dated April 28, 2017. Please note that effective May 20, 2012, all new individual-liable postpaid customers who activate a new line of service will be billed in advance monthly recurring charges (“MRC”).
On June 30, 2017, T-Mobile contacted Mr. [redacted], and informed him that as his previous rate plan was a grandfathered rate plan, the account could only have up to eight lines of service, resulting in the change to the MRC being $310.00 per month. After confirming the registration of the 2016 Pixel Promo, T-Mobile issued a lump sum adjustment in the amount of $284.35 for each of the six lines showing eligible for the promotion. Additionally, T-Mobile issued a one-time bill credit in the amount of $230.00 for the prorated charges assessed as a result of the rate plan change when activating the new lines of service, leaving the account open with a credit balance of $1,637.09. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further 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.
Adrianne F[redacted]
Executive Response

July 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 5, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to his T-Mobile account. Our records indicate that on June 23, 2017, Mr. [redacted] added three Mobile Internet (“MI”) lines under our Digits service, giving him a total of eight lines of service, and was charged a deposit in the amount of $300.00. Please be advised that as Mr. [redacted] already had five MI lines, the deposit charge for the 6th and 7th lines of service were $25.00 each with 8th line of service was $250.00. T-Mobile records indicate that on July 1, 2017, Mr. [redacted] remitted a payment in the amount of $300.00 for the deposit charges.
In an effort to amicably resolve this matter, on July 14, 2017, T-Mobile offered to refund the deposit charge in the amount of $300.00 and apply it toward the account, updating it to a credit balance of $306.93. Mr. [redacted] agreed to this offer as a resolution 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.
Cesar R[redacted] Executive Response

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

June 22, 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 10, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any continued inconvenience to Mr. [redacted] regarding our 2017 This Lines On Us promotion. T-Mobile contacted Mr. [redacted] on June 13, 2017, and pursuant to the subsequent phone conversation, Mr. [redacted] was re-advised of our initial resolution as agreed to in our letter to your office with file number [redacted]. T-Mobile previously agreed to enroll Mr. [redacted]’s account into our 2017 This One’s On Us promotion to offer the line ending in 0754 for free via monthly bill credit.
As an additional courtesy, T-Mobile applied an adjustment to the Mr. [redacted]’s account in the amount of $169.76. Following the adjustment, Mr. [redacted]’s account reflects a zero dollar balance. T-Mobile regrets any inconvenience.
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.
Jamen F[redacted]
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I did receive contact from T-Mobile, and my full refund of $184. 26 was returned. However, it is completely untrue that I also received overpayment by way of a refund because the $159 and some change was promised, but there was never a refund in that amount! I would like to personally thank "Will" of T-Mobile for being polite, apologetic, professional and honest, in his delivery of services regarding this account. Thanks to the Revdex.com for being my advocate in getting this situation resolved and hopefully, this will be the last I have to hear of/ or about T-Mobile!
Sincerely,
[redacted]

July 25, 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 July 11, 2017, regarding the above-referenced account.  We regret any concerns Ms. [redacted] has regarding her T-Mobile services. Ms. [redacted] activated T-Mobile service on November 5, 2016, and subscribed to T-Mobile ONE TE $130.00 monthly rate plan.  However, on February 7, 2017, Ms. [redacted] elected to change her rate plan to the T-Mobile ONE All In two lines $110.00 monthly rate plan.  On November 5, 2016, Ms. [redacted] also took advantage of our 2016 Smartphone T-Mobile ONE offer with the purchase of two LG Stylo 2 Plus handsets.  It is important to note Ms. [redacted] receives monthly Equipment Installment Plan (“EIP”) credits to bring the handset cost to zero.  On June 27, 2017, a payment arrangement was created whereby Ms. [redacted] agreed to pay two installments of $58.49 on July 5, 2017 and on July 19, 2017.  It is important to note a one-time arrangement fee of $5.00 was applied to Ms. [redacted]’s T-Mobile account. A review of our records reflects that at the time Ms. [redacted] contacted our Customer Care team, her account did not reflect a past due balance or service interruption. The amount due simply consisted of monthly recurring charges incurred from June 6, 2017, to July 7, 2017. We have also investigated regarding any sort of message block and have been unable to recreate that issue.  We do regret that Ms. [redacted] experienced any messaging blocking on her account. In order to amicably resolve concerns T-Mobile has agreed to apply a onetime $5.00 credit for the payment arrangement fee.  In addition, T-Mobile has agreed to apply a onetime credit in the amount of $20.00 for the service interruption and message blocking leaving an updated balance of $146.32 which is due on July 27, 2017. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours,   T-MOBILE USA, INC.   Christopher P[redacted] Executive Response

July 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]  Your File No. [redacted]  T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her recent accessory purchase. On February 8, 2017, Ms. [redacted] purchased a pair of Beats Solo headphones online at www.my.T-Mobile.com. Furthermore, Ms. [redacted] elected to utilize our Equipment Installment Plan (“EIP”) to purchase her headphones. We regret that Ms. [redacted] did not initially receive the initial headphones order. As such, a second pair of Beats Solo headphones was ordered via our Telesales group utilizing EIP as well.
Unfortunately, our records do not indicate that the initial headphones accessory was scanned as returned to our National Return Center. As such, Ms. [redacted] had not received credit for the initial accessory order.
In an effort to resolve this matter, T-Mobile closed the EIP for one of the two Beats headphones. As such, Ms. [redacted] will no longer be billed for both accessories and will only be responsible for the headphones in her possession. Furthermore, Ms. [redacted] has received monthly bill credits for her returned Beats headphones totaling $75.00 which is the amount she has been assessed since she created the EIP. As such, it is T-Mobile’s position that no further credits or compensation is owed.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted] Executive Response

May 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

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

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

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

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. Additionally: I would like to experience better customer service from T-Mobile, at times I have receive poor customer service and would not take the time out to listen to my complaint so that the matter could be resolved without a outside third-party.  T-Mobile MUST understand that I'm also a disability income recipient and that my income can be at times limited. Though, with that being said. A payment arrangement should not be so difficult if this again arises.  Also, full disclosure with me about my account at time of call is expected so that I wouldn't be blindsided with amounts due in the first place.  I'm never the type of customer of getting out of paying my monthly bill its how T-Mobile deny me of making reasonable payment arrangements.  Further, T-Mobile if not able to work with those in low income status should open an account with that person, at first. This can cause future problems if T-Mobile is unwilling to work with those that are on fix income.  The date arrangements do not correlate with time of monthly income due them. Hope  to have a better business relation with T-Mobile.
Sincerely,
[redacted]

April 25, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her handset upgrade. T-Mobile records confirm that on July 26, 2015, Ms. [redacted] qualified and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 Edge Gold 32GB handset. Ms. [redacted] was not required to make a down payment and then agreed to a series of 24 monthly installments of $32.49.
On August 23, 2016, Ms. [redacted] utilized her Samsung Galaxy S6 Edge handset as a trade-in towards the purchase of a Samsung Galaxy Note 7 Silver 64GB handset. At the time of purchase, Ms. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments of $32.50. Due to an inadvertent error, Ms. [redacted]’s Samsung Galaxy S6 Edge handset EIP was not closed and continued to bill to Ms. [redacted]’s account.
As has been widely reported, Samsung announced a world-wide recall of their Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. T-Mobile records indicate that on November 1, 2016, Ms. [redacted] returned her Samsung Galaxy Note 7 device and took advantage of T-Mobile’s EIP offering with the purchase of an LG V20 handset. Ms. [redacted] was required to make a down payment of $49.99 and then agreed to a series of 24 monthly installments of $30.00.
Records confirm that Ms. [redacted]’s January 7, 2017 billing statement reflected a balance owed of $128.08. As a payment was not received for this balance, it carried forward to Ms. [redacted]’s February 7, 2017 billing statement, which reflected a balance owed of $267.77, increasing the balance owed to $395.85. On February 15, 2017, T-Mobile received a payment of $30.00. Additionally, on February 25, 2017, T-Mobile applied a credit of $4.99 to Ms. [redacted]’s account for Google Play Store charges. On the same day, T-Mobile received a payment of $100.01, reducing the balance owed to $260.85.
As payment was not received for this balance, it carried forward to Ms. [redacted]’s March 7, 2017 billing statement, which reflected a balance owed of $480.92, increasing the balance owed to $741.77. On March 11, 2017, T-Mobile applied a credit of $32.50 to Ms. [redacted]’s account for the Samsung Galaxy Note 7 handset EIP monthly installment. Additionally, on March 13, 2017, T-Mobile applied a credit of $103.33, for the restore from suspension fees and an additional EIP monthly installment charge for the Samsung Galaxy Note 7 handset, reducing the balance owed to $605.94.
On March 29, 2017, T-Mobile applied a credit of $194.95 to Ms. [redacted]’s account, for the Samsung Galaxy S6 Edge handset, reducing the balance owed to $410.99. On the same day, T-Mobile closed out the remaining $552.50 EIP balance on the Samsung Galaxy Note 7 handset. As a result, the remaining EIP balance of $552.50 was accelerated to Ms. [redacted]’s April 7, 2017 billing statement, as well as her monthly recurring charges, bringing the statement balance to $786.13, which increased the balance owed on the account to $1,197.12.
On April 11, 2017, T-Mobile applied a credit of $552.50 to Ms. [redacted]’s account for the accelerated EIP charge associated with the Samsung Galaxy Note 7 handset. Additionally, due to an inadvertent error, T-Mobile applied a second credit of $552.50 to Ms. [redacted]’s account for the Samsung Galaxy Note 7 accelerated EIP charge, reducing the balance owed to $92.12. It is important to note that Ms. [redacted]’s account was not charged a second time for the accelerated EIP charge associated with the Samsung Galaxy Note 7 handset. Although the credit was not warranted, T-Mobile will not reverse it, and will instead allow it to stand on Ms. [redacted]’s account as a one-time courtesy.
Records confirm that on April 19, 2017, T-Mobile closed out the remaining EIP balance on Ms. [redacted]’s Samsung Galaxy S6 Edge handset, reducing the EIP balance owed to zero. Additionally, on the same day, T-Mobile applied a credit of $194.94, to Ms. [redacted]’s account, for the EIP monthly charges from August 15, 2016, through April 6, 2017, bringing the account to a credit balance of $102.82. Ms. [redacted] has accepted this as a resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

I just would like to clarify that the sales representative never told me about refund policy, besides that, I told him before the purchase, if they are not able to print the receipt with my name AND address, I don't want the sim card. What he did was, scanned the sim card, charged me and then told me he cannot print the receipt with my address. And that is when the manager by the name Maria came, was very rude with me and invited me to go out of the store and call customer care to resolve something that was going on INSIDE HER STORE. This is not acceptable. Sincerely, [redacted]

June 25, 2015FILEDELECTRONICALLY Bureau 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 correspondencedated June 19, 2015, regarding the above-referenced account.   T-Mobile regrets anymisunderstanding regarding a personal credit check at the time ofactivation.  Please note that allcustomers applying for new postpaid service are required to have a creditcheck.  T-Mobile runs credit on newservice applications to determine line limits, required deposits, and rate planeligibility.  For the protection of anyconsumer, applications are processed by an internal scoring system that assignsnumeric values to the various items of information we consider in evaluating anapplication.  These values are based uponan analysis of a large number of customers and their historicalinformation.  Please note that theassigned credit class is an internal rating for information purposes only.  Please note that the credit score of Ms.[redacted] is assigned by the credit bureaus and referenced within thecorrespondence to your office was not a factor in the internal categorizationof her account.  Finally, the T-Mobileassigned credit class does not take into effect a customer’s credit scores withthe credit bureaus as T-Mobile does not report information on our accountsdirectly to the credit bureaus.   On February 25,2015, Ms. [redacted] activated a T-Mobile Postpaid account, which was canceled onFebruary 26, 2015.  The account is closedwith a zero balance.  In Ms. [redacted]correspondence she indicates that she did not authorize a personal credit checkas she intended to activate a prepaid account, please note that our records donot substantiate her claim, nevertheless in an effort to resolve the matter,T-Mobile has requested the credit inquiry be removed from Ms. [redacted] credithistory.  However T-Mobile cannot enforcethe removal.  Please note that onceapproved it may take up to 90 days for the credit filed to be updated.  T-Mobile regrets any inconvenience Ms. [redacted]may have experienced.  Please be assured that T-Mobile strives toprovide world-class service to all of our customers on each and everycontact.  We also make every effort toprovide complete and accurate information to our customers.  We apologize if any T-Mobile employee failedin any way to display that during Ms. [redacted] recent contact with our retaillocation.  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. Sacny A[redacted] Executive Response

September 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 September 22, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced regarding his equipment order. T-Mobile review of order number [redacted] which reflects that an Apple iPhone 7 Plus Gold 128GB and Apple iPhone 7 Plus Rose Gold 128GB were delivered on September 19, 2016. T-Mobile has verified that both devices were shipped from our warehouse. In an effort to amicably resolve this matter, on September 22, 2016, T-Mobile has ordered Mr. [redacted] a replacement Apple iPhone 7 Plus Rose Gold 128Gb device. Please note it may take up to seven business days to receive the replacement equipment at Mr. [redacted]’s billing address on file. Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

I just want to let you know that T-Mobile called me about my Complaint ID #[redacted]  and said they would apply credits to my account that would equal the promotion they originally offered me.  Providing they do put the credits on my account, my issue has been resolved. Thank...

you so very much for your help.   [redacted]

August 18, 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 August 17, 2016 regarding the above-referenced account.  Please be advised that [redacted] is an authorized user on [redacted]’s account.
 
T-Mobile records indicate that on July 29, 2016, Mrs. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung J7 handset and a Samsung On5 handset.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. 
 
Based on Mr. [redacted]’s personal credit history at the time of Mrs. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Mrs. [redacted] then agreed to a series of 24 monthly installments in the amount of $15.84.
 
It is important to note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program.  Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. 
 
Upon review of Mrs. [redacted]’s account, T-Mobile applied a credit to the in the amount of $10.00 on August 18, 2016 for the taxes paid for the Samsung J7 handset and a Samsung On5 handset on July 29, 2016. Additionally, T-Mobile applied a credit in the amount of $100.00 off one of Mrs. [redacted]’s iPhone 6S Plus 16GB handset EIP.  Furthermore, T-Mobile sent a replacement Apple iPhone 6S Plus 16GB handset to Mrs. [redacted].  Upon receipt of the handset, T-Mobile asks that she return her non-working handset directly to my attention within 30 days of the date of this letter at:
 
T-Mobile USA, Inc.
Attention: Christopher R[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
 
Mrs. [redacted] has accepted this as resolution to her concerns. T-Mobile regrets any inconvenience to Mrs. [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.
 
Christopher R[redacted]
Executive Response

July 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.

T-Mobile regrets any concerns to Ms. [redacted] with regards to our Refer-a-Friend program. Please note that starting January 1, 2017, the T-Mobile Refer-a-Friend program allows existing customers to receive a $50.00 prepaid MasterCard card for referring friends and family to open a new postpaid account with T-Mobile. It is important to note that along with several qualifying rules for this promotion, customers were to submit a referral online at least 24 hours prior to their friends and family activating their new account. Our records indicate that this was not done and as such Ms. [redacted] was not eligible for the promotion.
On July 10, 2017, in an effort to amicably resolve this matter, T-Mobile issued a bill credit in the amount of $400.00 to Ms. [redacted]’s account for her referral credits; a credit of $650.54 was applied for the restocking fees associated with mobile numbers ending in 1550 and 7834. T-Mobile also applied a credit in the amount of $87.92 for android purchases along with a onetime courtesy credit of $25.00 for Ms. [redacted] due to the inconvenience. This left the account with a balance of $229.41 with a due date of July 29, 2017.
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 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 22, 2016, regarding the above-referenced account. T-Mobile spoke with Mr. [redacted] on November 25, 2016, and is pleased to report that we have resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]s concern regarding a refund for overpayments posted to T-Mobile. Our records confirm that T-Mobile’s Cash Applications Team was able to locate the payments and had them applied to the account. In an effort to resolve this matter amicably, on November 25, 2016, T-Mobile completed an electronic refund of $552.93 to Mr. [redacted]s checking account. The above-referenced account currently 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. Pancho Q[redacted] Executive Response

April 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. Newly activated postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. A customer is assigned a billing cycle 1-4 days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle; however, any additional usage charges are billed. These usage charges would appear on the customer’s first statement, along with the monthly reoccurring service charges for their regular billing cycle.
Please note that Ms. [redacted] activated service on March 17, 2017. She subsequently received a billing statement dated April 3, 2017, which included monthly access charges, monthly EIP installments, applicable taxes, and fees for the billing periods of March 17, 2017, through April 2, 2017, and April 3, 2017, through May 2, 2017, which is Ms. [redacted]’ regular billing cycle.
In an effort to resolve the matter, on April 18, 2017, T-Mobile applied a credit toward Ms. [redacted]’ account in the amount of $375.20, which reduced her balance to zero.
Additionally, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her recent equipment purchase. T-Mobile records confirm that, on March 17, 2017, Ms. [redacted] purchased an iPhone 7 and an iPhone 7 Plus through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $75.98, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $56.00. Please be advised that, at the time of Ms. [redacted]’ above-referenced purchase, T-Mobile provided documentation which reflected the amount of the required down payment and applicable taxes. It is T-Mobile’s position that these charges were validly assessed.
Furthermore, we regret any concerns Ms. [redacted] experienced regarding T-Mobile’s Carrier Cost Switching Reimbursement offer. In order to qualify for the reimbursement portion of the payout for the accelerated EIP balances, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activation. As indicated on the website, approval of the required documents and reimbursement of the accelerated EIP balances may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activity.
Based on T-Mobile’s review of Ms. [redacted] account, we have no record of Ms. [redacted]’ reimbursement submission.
Nevertheless, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period, from the date of this letter, in which Ms. [redacted] may send a copy of her final billing statement from her previous service provider which clearly reflects the itemized cancellation charges to my attention at the following:
Brandon M[redacted]
Email: [redacted]@T-Mobile.com
Fax: (505) 998-3796
Upon receipt and validation of Ms. [redacted]’ documentation, T-Mobile agrees to submit for a prepaid debit card in the amount of her qualifying cancellation expenses to be sent to her which would then be delivered within 14 business days.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ contact with our Customer Care. 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.
Brandon M[redacted]
Executive Response