T-Mobile Usa Inc

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: Ms. [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 5, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted]’ concern has been successfully resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] may have had experienced with regards to her T-Mobile billing and appreciates the opportunity to respond to her concerns.
T-Mobile records confirm that between the dates of February 10, 2015, and May 30, 2016, Ms. [redacted] financed multiple handsets and accessories utilizing T-Mobile’s Equipment Installment Plan (“EIP”) and agreeing to 24 monthly installments as listed below. Please note that should an account be cancelled prior to completing the agreed upon 24 monthly installments the final remaining balance(s) will accelerate to the final billing statement:
• Apple iPhone 6 Plus Silver 16GB with monthly payment of $31.24
• iPhone 6 Plus Tech21 Impact Check Pink with monthly payment of $1.45
• iPhone 6 Plus Tech21 Impact Shield with monthly payment of $1.45
• Apple iPhone 6 Plus Gray 16gb with monthly payment of $27.09
• iPhone 6 Plus Tech21 Impact Shield with monthly payment of $1.46
• Tech21 iPhone 6 Plus Evo Check Smoke/Black with monthly payment of $1.67
• Apple iPad Pro 97 32g Rose with monthly payment of $30.42
Please be advised that Ms. [redacted] has had a continuous past due balance on her account for up to 12 months. On November 19, 2016, Ms. [redacted]’ account was cancelled due to nonpayment of services rendered.
Please note that in an effort to resume Ms. [redacted]’s services on November 23, 2016, T-Mobile agreed to set up a two part payment arrangement with the first installment of $430.00 due on December 7, 2016, and the second installment of $430.00 due on December 21, 2016. Please note that this payment arrangement was contingent upon Ms. [redacted] remitting a payment of $415.00 November 23, 2016, which she completed.
It is important to note that the payment arrangement was set up for the past due balance only and did not include current charges; however, as Ms. [redacted]’ account remained active, she continued to be billed for her monthly recurring charges. Below is an accounting of Ms. [redacted] billing statements from December 29, 2016, through March 29, 2017:
• Ms. [redacted]’ December 29, 2016, billing statement reflected a total balance due in the amount of $1,688.28. Please note that $1,394.09 was considered past due. Ms. [redacted] then assessed $294.19 in monthly recurring charges, a late fee and applicable taxes and fees for the billing cycle from November 29, 2016, to December 28, 2016, and was due on January 21, 2017.
• Ms. [redacted]’ January 29, 2017, billing statement reflected a total balance due in the amount of $2,064.90. Please note that $1,668.28 was considered past due. Ms. [redacted] was assessed $376.62 in monthly recurring charges, restore from suspend fees, a late fee and applicable taxes and fees for the billing cycle from December 29, 2016, to January 28, 2017, and was due on February 21, 2017.
• On February 24, 2017 Ms. [redacted] remitted a payment in the amount of $425.00 reducing her past due to $1,639.90.
• Ms. [redacted]’ March 1, 2017, billing statement reflected a total balance due in the amount of $1,929.88. Please note that $1,639.90 was considered past due. Ms. [redacted] was assessed $289.98 in monthly recurring charges, a late fee and applicable taxes and fees for the billing cycle from January 29, 2017 to February 28, 2017 and was due on March 21, 2017.
• Ms. [redacted]’ March 29, 2017 billing statement reflected a total balance due in the amount of $2,225.15. Please note that $1,929.88 was considered past due. Ms. [redacted] was assessed $295.17 in monthly recurring charges, a late fee and applicable taxes and fees for the billing cycle from March 1, 2017 to March 28, 2017 and was due on April 21, 2017.
Please note that pursuant to Ms. [redacted]’ request on March 29, 2017, T-Mobile successfully reopened the aforementioned EIPs, which is reflected on her April 29, 2017, billing statement.
• Ms. [redacted]’ April 29, 2017, billing statement reflected a total balance due in the amount of $1,093.42. Please note that $1,825.15 was considered past due. As Ms. William’s EIPs were resumed, $1,012.93 was reduced from the past due balance. Ms. [redacted] was assessed $281.20 in monthly recurring charges, a late fee, restore from suspension fees, and applicable taxes and fees for the billing cycle from March 29, 2017, to April 28, 2017 and was due on May 21, 2017.
• Ms. [redacted]’ May 29, 2017, billing statement reflected a total balance due in the amount of $1,480.00. Please note that $1,093.42 was considered past due. Ms. [redacted] was assessed $386.58 in monthly recurring charges, EIP, a late fee and applicable taxes and fees for the billing cycle from March 1, 2017 to March 28, 2017 and was due on April 21, 2017.
As an additional courtesy to Ms. [redacted], on June 6, 2017, T-Mobile offered an Extended Payment Schedule (“EPS”). An EPS breaks up the cost of the billing into a maximum of nine equal monthly payments after a payment of 40% of the balance is remitted. As such, Ms. [redacted]’ agreed to make a one-time payment in the amount of $600.00 and to break up the remaining balance of $880.00 into eight monthly payments in the amount of $97.77 due on her billing statements from June 29, 2017, to February 29, 2018 with the final payment in the amount of $97.84 due on her March 29, 2018, billing statement.
Upon speaking with Ms. [redacted], T-Mobile was able to confirm the matter has been resolved of to her satisfaction. 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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[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.
Sincerely,
[redacted]

June 29, 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 15, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account. We are pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction.
We regret any billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that as of December 4, 2016, Mr. [redacted] is subscribed to the T-Mobile ONE rate plan, which provides unlimited talk, text, and data, for $130.00 per month plus applicable taxes. Please note that all additional lines added after the first two are $25.00 each per month. Additionally, Mr. [redacted] subscribes to the premium handset protection feature for $12.00 per month on his lines ending in [redacted] and [redacted].
Our records reflect that Mr. [redacted] activated his service on December 4, 2016 and attempted to take advantage of the following promotions:
• Carrier Freedom; and
• Magenta Port-In offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, our records reflect that Mr. [redacted] met all of the requirements for Magenta Port-In offer and received a total reimbursement of $800.00, which is an equivalent of $200.00 per line ported in to T-Mobile. With respect to the Carrier Freedom offer, Mr. [redacted] did not meet the requirements. The Magenta Port-In offer was not compatible with the Carrier Freedom offer.
However, in an effort to amicably resolve Mr. [redacted] concerns, on June 27, 2017, T-Mobile has issued a reimbursement of $600.00 as a onetime courtesy. This reimbursement is to honor Carrier Freedom, less the Magenta Port-In reimbursement of $800.00 which was provided on February 3, 2017. It is important to note that this reimbursement will be deposited to Mr. [redacted]’s checking account within three business days. 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.
Sharon B[redacted]
Executive Response

December 6, 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 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 November 27, 2016, regarding the above-referenced account. Please note that Mr. [redacted] is listed on Ms. [redacted]’s account as an Authorized User and is able to discuss account details and make account changes. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile understands the importance of ensuring our customers receive their new devices within the promised timeframe for delivery and we thank Mr. [redacted] for his bringing this matter to our attention. T-Mobile records indicate that on September 20, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB Rose Gold 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 Mr. [redacted]’s purchase, Mr. [redacted] was not required to make a down payment; however, he agreed to pay $ 152.48, which is for the taxes on the full retail price of the device as well as the full retail cost of accessories purchased with the device. Due to such high demand, the device was on backorder and Mr. [redacted] was advised the device and accessories were expected to be shipped between November 22, 2016 and December 6, 2016. In the case of backorders, it is important to note that the payment due at the time of purchase is not collected until the order is ready to ship and is typically withdrawn approximately 72 hours prior to the anticipated ship date. Upon a careful review of Mr. [redacted]’s order, T-Mobile records indicate the payment for the order was collected on November 14, 2016, however due to a system error the order was not successfully shipped. T-Mobile regrets any inconvenience to Mr. [redacted] and thanks him for his understanding and patience in regards to this matter. A replacement order was placed on December 2, 2016 and shipped to Mr. [redacted] on November 6, 2016 via UPS overnight shipping and is anticipated to be delivered by the end of the day on December 7, 2016; the tracking number is [redacted]. In order to provide Mr. [redacted] with a truly un-carrier experience, and due to the excellent account history, T-Mobile has agreed to honor his request for a $200.00 account credit as compensation for this matter. As of the date of this letter, Mr. [redacted]’s account reflects a credit balance of $1.28 which will be applied toward the next billing statement. T-Mobile has also provided Mr. [redacted] with the below contact number and advised him to contact the Executive Response Team should he require any further assistance with this order. 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. Liana G[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
while I am fully in agreement on the resolution steps going to be taken and I have recorded in emails between me and T-Mobile executive office representative, I would like the facts to be straightened in the response.
I asked T-Mobile representative in this case to review the calls I made to request this promotion on September 19, 2016. It was T-Mobile customer service representative who recommended I do not send my paid for iPhone 6 until I receive my new phone with the instructions (which made perfect sense) who send his old phone and wait for a month to get a new one?
also when I received my iPhone 7 plus in October  I called immediately to ask for instructions to send my iPhone 6. I spoke to 3 customer service representatives since then (and their supervisors) who seemed to not be aware of how to handle this issue . A normal average person would call that incompetence and lack of training. There was no confusion on my end on what promotion I wanted back in September. However I am not the one expected to know all the twists and offers.
I would recommend in addition to honoring the promotion owed to me (on its way to be resolved now) T-Mobile should conduct full root cause investigation and root and provide additional training to their representatives including third party contractors.
Sincerely,[redacted]

April 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your...

correspondence dated March 21, 2018, regarding the above-referenced file number.  Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] which have proven unsuccessful. Upon review, T-Mobile has confirmed that this complainant is not a T-Mobile customer and may be a Sprint customer as conveyed in their correspondence to your office.  As such, we respectfully request that you forward this correspondence to Sprint for investigation and response.  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-7997.Very truly yours,T-MOBILE USA, INC.Chris [redacted]Executive Response

July 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 July 13, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] remains unsatisfied with regards to her final billing statement and appreciates the opportunity to respond to her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers.
T-Mobile records confirm that Ms. [redacted] canceled her account on January 16, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’ billing cycle ran from the 19th of one month to the 18th of the following month. Ms. [redacted] had a past due balance of $165.00 consisting of monthly access charges and applicable taxes for the billing cycle that ran from November 19, 2016, through December 18, 2016. Ms. [redacted] did not remit payment on her January 11, 2017 due date. Ms. [redacted]’ final bill also included the final charges for the account in the amount of $98.87 for the billing cycle starting December 19, 2016, through the time Ms. [redacted] cancelled on January 16, 2017. Ms. [redacted] was also assessed a collection fee of $51.50 that was applied to her account on April 17, 2017, making the total remaining balance on Ms. [redacted]’ account $315.37. Please note that Ms. [redacted] has been given additional courtesy credits as outlined in our previous correspondence. Ms. [redacted]’ account reflects an updated balance of $252.87, and it is T-Mobiles position that the charges are valid.
Nevertheless, in an effort to amicably resolve this matter, on July 19, 2017, T-Mobile applied a credit of $36.37, leaving an updated balance on the account of $216.50. 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

August 7, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:     ...

[redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 5, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’ satisfaction.
 
T-Mobile regrets that Ms. [redacted] had any concerns with the non-return fee.  On April 2, 2015, replacement equipment was ordered for Ms. [redacted]’ non-working Apple iPhone 5S handset, and it was shipped to her on April 9, 2015.  Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  Our records indicate that we did not receive the non-working equipment.  As such; Ms. [redacted] was charged $702.15 for the non-return fee and applicable taxes.  It is important to note that the possibility of a non-return fee was disclosed to Mr. Sean [redacted], the listed authorizer user on Ms. [redacted]’ account, at the time the exchange was processed.
 
On July 20, 2015, we received the non-working equipment.  Although this was not within the allotted seven days, as a courtesy, on August 7, 2015, T-Mobile applied a credit of $702.15 for the non-return fee and the applicable taxes. 
 
T-Mobile records confirm that Ms. [redacted] requested to cancel the account on July 11, 2015 and the account was cancelled at her request on that date.  If a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the EIP agreement provided at the time of purchase.  T-Mobile records indicate that Ms. [redacted] agreed to an EIP for the mobile number ending in 3557 on October 1, 2013 and again on January 21, 2015, with the purchase of an Apple iPhone 5C handset and an Apple iPhone 5S handset.  When the account was canceled on July 11, 2015, the remaining EIP balance of $88.00 for the Apple iPhone 5C handset and $412.37 for the Apple iPhone 5S handset was accelerated and posted to the final billing statement dated July 28, 2015.   
 
At this time, Ms. [redacted]’ final balance totals $682.99, which is comprised of monthly access charges, the EIP balances, and taxes and surcharges for services rendered and used from May 29, 2015 through July 11, 2015.
 
As a courtesy, T-Mobile placed a 60-day collection hold on the account through October 5, 2015.  T-Mobile advised Ms. [redacted] that she may contact me when one half of the balance is paid by October 5, 2015 and if she needs additional time to pay, we will approve a final 60-day collection hold.
 
In the alternative, T-Mobile advised Ms. [redacted] that she may return the Apple iPhone 5C handset and the Apple iPhone 5S handset to my attention to have the balance in full in the amount of $682.99 credited.  The handsets can be mailed to my attention to the following address: 
 
T-Mobile USA, Inc.
Attn:  Ally Y[redacted]
[redacted]
Albuquerque, NM  87107
 
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us.  We ask that Ms. [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsets.  Please be advised that if our final examination of the handsets indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed.  It is important to note, Ms. [redacted] must have the equipment post marked for return no later than August 14, 2015.  Should Ms. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid.  
 
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]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

April 11, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327              ...

Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Mr. [redacted]’s concerns to his satisfaction.   T-Mobile regrets to hear that Mr. [redacted] has concerns about the required down payment for his Samsung Galaxy S8 Plus device.  Our records confirm that Mr. [redacted] is currently a JUMP On Demand (“JOD”) customer and that he has a LG V20 device that he wants to upgrade.  It is important to note, the JOD program is designed to allow customers to upgrade their device as often as three (3) times during the 18 month lease period.  There is no fee to upgrade devices; however, customers may be asked to make a capital cost reduction payment at the time of the upgrade, based on the new device chosen or their credit qualifications.  Even well qualified customers may be asked to make this payment, depending on the chosen device.  In this case, Mr. [redacted] is choosing the Samsung Galaxy S8 Plus, which has a full retail price of $850.00.  T-Mobile is willing finance $720.00 of this amount.  Should Mr. [redacted] proceed with the upgrade, he will need to make a capital cost reduction payment in the amount of $130.00, which will result then in monthly lease payments of $30.00 per month with a purchase price option of $180.00 after his 18 month lease.  We do regret any inconvenience to Mr. [redacted].   Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns and as a courtesy, T-Mobile has offered a one-time credit of $260.00 to his account in order to reimburse Mr. [redacted] for his capital cost reduction payment for his new phones; leaving Mr. [redacted]’s account active with a credit balance of $58.32 for his April 20, 2017, due date.   Regarding Mr. [redacted]’s second concerns regarding his three JOD eligibility, as the Note 7 was recalled and required him to get a new device, the LG V20, T-Mobile will ensure that when Mr. [redacted] wants to JUMP into a new device, the LG V20 upgrade will not be counted and he will be able to take advantage of his desired devices. Please note that on April 10, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to their concerns which he has accepted and considers this matter resolved to his satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

March 23, 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 14, 2016, regarding the above-referenced prepaid number. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile monthly 4G rate plan. T-Mobile records confirm that on January 12, 2016, Mr. [redacted] activated a 4G monthly prepaid account with his mobile number ending in [redacted]. Mr. [redacted] is subscribed to a promotional $30.00 Unlimited Data & International Text with 5GB of 4G rate plan, which is an exclusive plan for devices purchased from Walmart or phones activated using our self-service on T-Mobile.com. This rate plan provides 100 minutes and each additional minute is charged at $0.10 per minute. It also includes unlimited data with 4G speeds up to 5GB and international text for $30.00 per month. Upon further review, due to an inadvertent error, Mr. [redacted] was subscribed to an additional data feature for $10.00 for the Blackberry data feature. In an effort to amicably resolve this matter, on March 16, 2016, T-Mobile removed the $10.00 additional Blackberry data feature. In addition, T-Mobile applied a courtesy credit of $30.00 to Mr. [redacted] account. As of March 16, 2016, Mr. [redacted] has a $0.00 balance and is paid through April 15, 2016. His new renewal amount will be $30.00 plus tax per month. Mr. [redacted] accepted this as a resolution to this matter. 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

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted]. T-Mobile records confirm that on June 15, 2017, and June 16, 2017, Mr. [redacted] was offered to speak with a manager but disconnected the call before being transferred to a manager. Upon speaking with Mr. [redacted], he confirmed that his concern was in regards to his device being physically damaged.
T-Mobile records reflect that Mr. [redacted] purchased a LG Aristo on April 3, 2017. By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device 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.
However, as Mr. [redacted] stated that his device had a cracked screen, this would be considered physical damage to the LCD and would void his warranty. In an effort to amicably resolve this matter, on June 23, 2017, T-Mobile offered to credit 50% off the purchase of a new LG Aristo device which is the equivalent of a $60.00 credit. Regretfully, Mr. [redacted] declined this offer. Should Mr. [redacted] wish to accept this offer, he may contact me at the number listed below no later than July 23, 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 ###-###-####-[redacted]
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted]
Executive Response

May 30, 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 17, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved Mr. [redacted]’s concerns to his satisfaction.   T-Mobile regrets that the additional Equipment Installment Plan (“EIP”) payment from February 18, 2017 caused confusion.  On April 28, 2016, Mr. [redacted] purchased an Apple iPhone SE 64 GB handset with our EIP option.  Mr. [redacted] was not asked to make a down-payment and he agreed to pay 24-monthly installments in the amount of $20.84.  All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase.  Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance.  Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments.  At the time that Mr. [redacted] made additional payments toward his EIP balance, the payments would post to the account, and if the account reflected an outstanding balance, the payment would be applied toward the open account balance.  Then, the EIP payment amount is deducted from the EIP balance and appears on the next billing statement as an EIP charge for the amount of the payment.    T-Mobile records confirm that Mr. [redacted] made an additional payment toward the EIP balance for the Apple iPhone SE 64 GB handset on June 10, 2016 in the amount of $199.00.  The EIP payment, and charge, of $199.00 appeared on Mr. [redacted]’s billing statement dated July 7, 2016.   Mr. [redacted]’s billing statement dated February 7, 2017 reflected a balance in the amount of $810.67 for monthly access charges for services rendered from January 8, 2017 through February 7, 2017, the EIP monthly charges, $2.20 for international call usage charges for the mobile number ending in 9770, optional feature subscription charges, $510.15 in international roaming usage charges for the mobile number ending in 9070, and taxes.    On February 18, 2017, as a gesture of goodwill, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $255.00 toward the international roaming usage charges.  The courtesy credit that was issued to Mr. [redacted]’s account left a revised balance in the amount of $555.67; please note that this balance did not yet include the additional EIP payment that Mr. [redacted] requested to make.  On February 18, 2017, Mr. [redacted] requested to make an additional payment toward the EIP balance for the Apple iPhone SE 64 GB handset and T-Mobile collected a payment in the amount of $113.34, which posted to the account and then left a revised account balance in the amount of $442.33.  From February 18, 2017 through February 27, 2017, T-Mobile received additional payments to Mr. [redacted]’s account in the amount of $513.74, which left a credit balance in the amount of $71.41.   Mr. [redacted]’s billing statement dated March 7, 2017 reflected a credit balance in the amount of $71.50, new charges in the amount of $428.57; with a balance in the amount of $357.07 that was due by March 28, 2017.  Please be advised that Mr. [redacted]’s billing statement March 7, 2017 reflected both the payment of $113.43 and the EIP charge of $113.43, which is how all additional EIP payments were posted to accounts at that time.  It’s important to note that Mr. [redacted] was not charged twice for the EIP charge as it was only billed to the billing statement dated March 7, 2017.  It is T-Mobile’s position that the EIP charge of $113.43 was accurately billed to Mr. [redacted]’s billing statement dated March 7, 2017.   On March 23, 2017, Mr. [redacted] contacted Customer Care and disputed the additional EIP charge of $113.43; therefore, T-Mobile reversed the additional payment charge and the amount of $113.34 was re-added to the EIP balance.  The payment of $113.34 that was received on February 18, 2017 remained on Mr. [redacted]’s account and was applied toward the account charges.  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.   While it is T-Mobile’s position that the EIP balance for Mr. [redacted]’s Apple iPhone SE 64 GB handset was valid, on May 19, 2017 as a gesture of goodwill, T-Mobile closed the EIP for the Apple iPhone SE handset and we issued credits totaling $92.59 to the account for the EIP balance.    Based on our valued customer’s feedback, T-Mobile recently updated our EIP payment system so that EIP payments will no longer be applied toward a customer’s account balance, the payment will now directly apply to the EIP balance; which should help prevent future EIP payment and bill confusion.   T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that 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.   Ally Y[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 14, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the billing on her account.
T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy J7 on January 28, 2017. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.
Under the Handset Exchange Program, T-Mobile will provide a replacement handset and may be refurbished 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. When a replacement device is sent to a customer, customers are advised that the replacement device will be in ''like new'' condition, and that the device may be new or refurbished. T-Mobile regrets to learn that Ms. [redacted] is unhappy with T-Mobile’s Handset Exchange Program. Alternatively, Ms. [redacted] has the option to contact the manufacture of the device for her repair options.
Please be advised that on April 19, 2017, T-Mobile contacted Ms. [redacted] and advised her of her options under the Limited Warranty which she declined. As a gesture of good faith, and as a courtesy to Ms. [redacted], T-Mobile offered to provide her with a new Samsung Galaxy J7 handset free of charge so long as she returns her defective handset to my attention within 30 days of the date of this letter. Ms. [redacted] may return her defective device to:
T-Mobile USA, Inc.
Attn: Abigail
1201 Menaul Blvd., NE
Albuquerque, NM 87107
T-Mobile encourages Ms. [redacted] to use a traceable carrier and keep the tracking number for her records as we are not responsible for equipment being returned. We request that Ms. [redacted] please be sure to include a note with her name and account information so the return can be processed expeditiously. Once T-Mobile has received the device, we will inspect it to confirm there is no physical or liquid damage which would void the warranty. If it is found that the warranty is voided, the device will be returned to Ms. [redacted] and no compensation will be issued. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns. 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 [redacted]-R[redacted]
Executive Response

July 4, 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 21, 2017, regarding the above-referenced account. We are glad to report to your office that upon speaking with Ms. [redacted], she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the 2016 Apple Black Friday promotion. Please be assured that we strive to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers like Ms. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms. [redacted] was eligible to receive the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment. Please note that these requirements must be met throughout the term of the EIP.
T-Mobile records confirm that on November 25, 2016, Ms. [redacted] purchased an iPhone 7 device with 32GB of memory under her mobile number ending in 8605. Ms. [redacted] traded-in her fully owned iPhone 6s device and accepted a trade-in credit in the amount of $185.00. If eligible for the promotion, Ms. [redacted] would have received a maximum of $649.99 between trade-in and promotional bill credits. In reviewing Ms. [redacted]’s account, our records confirm that the account was subscribed to T-Mobile’s Simple Choice North America, Unlimited Talk, and Text with 10GB of data per line rate plan. As Ms. [redacted]’s mobile number ending in 8605 was not subscribed to Unlimited Data as required by the promotion guidelines, she did not meet the eligibility requirements for the promotion.
On June 20, 2017, in an effort to resolve Ms. [redacted]’s concerns, Customer Care issued a onetime bill credit to Ms. [redacted]’s account in the amount of $111.00 for the disputed monthly equipment charges assessed to her account.
On June 28, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns and the information mentioned above. At that time, Ms. [redacted]’s remaining equipment balance for her new iPhone 7 with 32GB of memory device was $422.11. Considering the $185.00 trade-in credit and $111.00 bill credit provided by Customer Care, if eligible for the promotion, there would be a remaining equipment balance of $353.99 that would need to be credited. In an effort to amicably resolve this matter, on June 28, 2017, T-Mobile closed the EIP associated with Ms. [redacted]’s iPhone 7 device, which she accepted as resolution to her concerns. 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.
Maggie R[redacted]
Executive Response

November 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] Family Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 18, 2016, regarding the above-referenced account. T-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile. Family Mobile records show that Ms. [redacted]’s account was activated on May 14, 2016, and then suspended for non-payment on June 23, 2016. At the time of the suspension, Ms. [redacted]’s account had a balance in the amount of $38.19 consisting of monthly recurring charges and applicable taxes and fees for the billing periods of May 14, 2016, the day the account was activated through June 23, 2016, the day the account was suspended for non-payment. It is important to note that Family Mobile has no records of Ms. [redacted] calling Customer Care to cancel service. Please be advised that on July 18, 2016, Customer Relations department adjusted the account $35.63 leaving Ms. [redacted] a balance of $2.56 which was for monthly recurring charges and applicable fees for May 14, 2016. However on July 29, 2016, Customer Relations department adjusted the $2.56 leaving Ms. [redacted]s account with a zero balance. Family Mobile records show that on July 27, 2016, Family Mobile’s Customer Care spoke with Ms. [redacted] and cancelled her account pursuant to her request. Due to inadvertent error Ms. [redacted] was billed prorated charges for service from July 18, 2016, through July 27, 2016, in the amount of $15.99. In order to amicably resolve the matter, on November 28, 2016, Family Mobile adjusted Ms. [redacted]’s account in the amount of $15.99. Please be advised that Ms. [redacted]’s account remains cancelled and reflects a zero balance. 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. Jimmie P[redacted] Executive Response

April 19, 2016
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 19, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion.  Please be advised that in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.  Furthermore, there are several eligibility requirements to be met in order to participate in these promotions including submitting their final bill showing the charges to be reimbursed at www.switch2t-mobile.com within 60 days of activation and that the account remain active and in good standing until the reimbursement is received.
T-Mobile records indicate that Ms. [redacted] activated her account on August 30, 2015 and that she cancelled her service on October 18, 2015 when she ported her numbers to another carrier.  As such, Ms. [redacted] would not be eligible for the Carrier Freedom program.  Additionally, T-Mobile records do not reflect that we received a submission for reimbursement from Ms. [redacted].
However, in an effort to amicably resolve the matter, on April 19, 2016 we advised Ms. [redacted] that if she provides the required documentation that we would honor the promotion as a gesture of goodwill.  Ms. [redacted] may either provide the documents to me via email at [redacted] or via fax at 505-998-3796. Upon receipt we will issue a prepaid MasterCard issued by Citibank for the reimbursement amount that will take approximately seven to ten business days to produce and mail.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
Please be assured that T-Mobile makes every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to do so during Ms. [redacted]’s visit to our retail location when she activated her account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
David T[redacted]
Executive Response

April 4, 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 Pre-paid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 25, 2017, regarding the above-referenced pre-paid number. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to the shipping of his handset and appreciates the opportunity to respond to his concerns.
T-Mobile records confirm that on March 23, 2017, Mr. [redacted] placed an order for a free LG Aristo, a SIM card, and a $100.00 pre-paid refill card for the amount of paid $118.03 including applicable taxes that was shipped utilizing the United States Parcel (“UPS”) tracking number [redacted]. Please be advised that once an order is placed the shipping address is not able to be updated. Upon speaking with Mr. [redacted] on April 4, 2017, he advised that he was able to successfully receive his order on March 28, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. 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.
Shannon R[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]                         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 29, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his purchase of an LG G6 handset on March 28, 2017.  T-Mobile confirmed that Mr. [redacted] was provided a return label on March 29, 2017, via Customer Care to return his LG G6 handset.  Mr. [redacted] then contacted Customer Care on April 21, 2017 with concerns of not getting his refund for the returned equipment at which time it was advised that it can take up to 30 days after the device is received in the warehouse for refund.  Mr. [redacted] contacted T-Mobile on May 10, 2017 as he was not in receipt of his refund at which time a Handset Research Form was filed to locate the equipment that was returned to T-Mobile.    After further review on May 27, 2017, T-Mobile’s Handset Research Team located the LG G6 handset and a refund for the payment made at the time of purchase was refunded back to Mr. [redacted]’s credit card.  On July 26, 2017, T-Mobile received a notification from Mr. [redacted]’s financial institution that the equipment purchase ordered on March 29, 2017 had been returned unpaid to T-Mobile with a reason code of 'Unauthorized Purchase'.  As a result, a charge in the amount of $728.62 was placed back on Mr. [redacted]’s account for the returned credit card payment.    T-Mobile spoke with Mr. [redacted] on August 1, 2017, at which time Mr. [redacted] provided documents which reflected that his financial institution re-applied the charge for the equipment back to his bank account.   As Mr. [redacted] was able to provide the proper documentation, T-Mobile applied a credit for the equipment charge back of $728.62.  Mr. [redacted]’s account reflects a credit balance of $17.57 as of August 7, 2017.   Mr. [redacted] confirmed this has resolved 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.   Amor M[redacted] Executive Response

August 21, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 17, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding the remaining Equipment Installment Plan (EIP) balance on his Samsung Galaxy S 4 handset. Our records confirm that on March 29, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S 4 handset. Mr. [redacted] agreed to pay $624.00 for the Samsung Galaxy S 4 handset in a series of 24 monthly installments of $26.00 each. The first $26.00 monthly EIP charge was billed on the April 2014 billing statement. From April 2014 through July 2015 a total of $390.00 has been paid towards the $624.00 EIP balance, resulting in an unpaid EIP balance of $234.00 for the Samsung Galaxy S 4 handset. On August 9, 2015, T-Mobile received a payment totaling $208.00, which was applied to the $208.00 unbilled Samsung Galaxy S 4 handset EIP balance and the EIP ended. When the $208.00 EIP payment was applied, Mr. [redacted] August 2015 billing cycle was already in process and included a pending monthly EIP charge of $26.00 for the Samsung Galaxy S 4 handset. The $208.00 payment and the $26.00 final monthly EIP charges total $234.00, which was the balance owed on Samsung Galaxy S 4 handset on August 9, 2015. In an effort to amicably resolve Mr. [redacted] concern, on August 19, 2015, T-Mobile issued a $26.00 courtesy credit for the final monthly EIP charge billed on the August 2015 billing statement for the Samsung Galaxy S 4 handset. The balance on the account after the credit is $126.68. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We make every effort to be professional and courteous to our customers, and we apologize if any T-Mobile employee failed in any way to display that to Mr. and Ms. [redacted]. 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[redacted] Very truly yours, T-MOBILE USA, INC. Cindy M[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has in regards to her account and the collection calls she has been receiving. T-Mobile records confirm that Ms. [redacted] activated services on September 25, 2015. Ms. [redacted] was subscribed to T-Mobile’s Simple Choice rate plan for $50.00 plus tax monthly for her mobile number ending in 0474. Additionally, Ms. [redacted] was subscribed to the Simple Choice 3GB data feature for $10.00 per month.
On October 3, 2015, Ms. [redacted] utilized our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6s Plus 16GB handset for mobile number 0474. Ms. [redacted] was not required to pay a capital cost reduction payment at the start of the lease however she agreed to 18-month lease term of $27.00 and a purchase option price of $163.99 including tax.
JOD customers may choose to purchase their leased device at any time during the 18-month lease term. However, JOD customers are responsible for the remaining lease payments, the purchase option price, and all applicable taxes. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the following billing statement.
Please be advised on May 14, 2017, Ms. [redacted]’s account was canceled via port-out. Please note Ms. [redacted]’s account was billed in advance and her billing cycle ran from the 27th of one month to the 26th of the following month with her bill being due on the 19thof the month. The final billing statement dated May 27, 2017, reflected a balance of $243.43. This balance consisted of service charges as well as the purchase option price charge for the above mentioned handset.
Please note, on July 12, 2017, Ms. [redacted] was provided with the option to return the Apple iPhone 6S Plus, that she was billed for and once received, we would adjust the $163.99. Please be advised Ms. [redacted] had until August 12, 2017, to return the handset. As of September 29, 2017, T-Mobile has no record of us receiving the handset back. Therefore, T-Mobile would consider the purchase option price to be a valid and charges on the final billing statement to be valid and owed.
After Ms. [redacted]’s account was cancelled, T-Mobile’s Financial Care department attempted to contact her in an effort to resolve her outstanding balance. As T-Mobile’s internal collection efforts were unsuccessful, on August 25, 2017, Ms. [redacted]’s account was referred to a third-party collection agency for further collection efforts as such the account was assessed a $60.08 collection fee, updating the balance to $303.51. Please note, on September 27, 2017, Ms. [redacted] was provided a system credit in the amount of $6.24 which left a revised balance of $297.27. Between the dates of August 25, 2017, through September 12, 2017, Ms. [redacted]’s account was referred to several different third party collection agencies, most recently to Enhanced Resource Centers where the account currently resides.
Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
However, in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return her handset in good working condition with no damages directly to my attention within 30 days of the date of this letter at:
Executive Response
Attention: Nicole C[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $297.27. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Furthermore, once this credit is issued it will bring the balance down to zero. Additionally, once T-Mobile receives the handset back we agreed to request any negative reporting toward Ms. [redacted]’s credit file be removed. Please be advised this request can take up to 90 days. 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.
Nicole C[redacted] Executive Response