T-Mobile Usa Inc

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

January 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 5, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns regarding the final balance on his account. T-Mobile records confirm on June 9, 2015, Mr. [redacted] activated lines of service on an alternate T-Mobile account. There is not record of a cancelation request for the mobile numbers on the above-referenced account. T-Mobile confirms that the usage with the mobile numbers on the above-referenced account ceased following June 9, 2015. In an effort to resolve this matter amicably, T-Mobile applied an account credit of $455.45, for all charges and applicable taxes dating to the June 8, 2015, billing statement. The canceled account reflects a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. 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* 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]

September 18, 2015 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 September 11, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the duplicate payment allegation brought to our attention in the amount of $490.02. We further regret any inconvenience Mr. [redacted] may have experienced when discussing his account concerns with our Customer Care. We pride ourselves on providing world-class customer service and we apologize if that was not Mr. [redacted] experience. Our records confirm that on September 24, 2014, Mr. [redacted] activated the above-referenced account at a T-Mobile retail location. In addition, on September 24, 2014, Mr. [redacted] completed the purchase of one (1) iPhone 6 16GB of memory handset and one (1) T-Mobile SIM Starter Kit. At this time, Mr. [redacted] elected to trade-in his iPhone 4 16GB of memory [redacted] branded device. Mr. [redacted] received a trade-in credit of $201.00 for the [redacted] handset which was applied towards the cost of his new T-Mobile handset. Mr. [redacted] remitted a one-time payment of $490.02 for the remaining cost of the handset and T-Mobile SIM Started Kit via MasterCard ending in [redacted]. It is important to mention that the payment mentioned above was returned unpaid to T-Mobile due to insufficient funds; therefore, the one-time charge of 490.02 was posted to Mr. [redacted] billing statement dated October 25, 2014. T-Mobile records reflect that Mr. [redacted] billing statement dated October 25, 2014, had a balance of $575.00 which included $490.02 for the remaining cost of the handset and T-Mobile SIM Started Kit, monthly recurring charges, applicable taxes and fees billed from September 29, 2014 to October 24, 2014 and a $30.00 one-time charge for insufficient funds. T-Mobile completed a thorough investigation regarding the payment of $490.02, and we were unable to validate Mr. [redacted] allegations of a duplicate payment. Our records confirm that on November 6, 2014, only one payment of $575.00 for the balance reflected on Mr. [redacted] billing statement mentioned above was successfully remitted to T-Mobile. Please note that on December 21, 2014, Mr. [redacted] canceled his account when he ported his mobile number to another service provider. Currently, Mr. [redacted] account remains cancelled with a zero balance. Nevertheless, we request that Mr. [redacted] provide T-Mobile unaltered copies of his credit card statement ending in 0036 reflecting transactions dated from September 23, 2014 to September 17, 2015. These copies may be sent to one of the following: T-Mobile USA, Inc. Attn: Aida A[redacted] Albuquerque, NM 87107 or via Facsimile[redacted] Upon receipt of the requested documents, we will review them and advise Mr. [redacted] of our findings. 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. Aida A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because I want to see the right amount of charges within a two month period, by July. It is not the first time they say they are going to do something and does not go through completely. I don't want to be surprised with anymore of their extra fees. My balance at this time is $194. I do not understand why. My 0503 account it state it is $30 and 0505 $29. How come because it should not be that expensive? I'm not in a lease, to pay so much. I suppose to pay the phones within a 9 month period. I suppose to pay less than $30 for each phone.Besides, if Tmobile are paying off the phones why am I charged over a $100 per month?
Sincerely,
[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

October 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 16, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced regarding her billing and we appreciate the opportunity to provide the necessary details. T-Mobile records confirm that Ms. [redacted]’s last remitted payment was received on July 4, 2015, in the amount of $49.25, which satisfied the balance from statement dated July 13, 2015, which was due on August 6, 2015. Please be advised that Ms. [redacted] has continued to receive monthly recurring costs for billing statements dated August 13, 2015, September 13, 2015, and from August 13, 2015; however, no payments have been made to T-Mobile. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. Please be advised that as payment was not received timely, on October 1, 2015, T-Mobile suspended the account’s ability to place outbound calls. As Ms. [redacted] stopped being billed as a result of the suspension, she received a credit in the amount of $17.25, bringing the total balance owed to $128.20. T-Mobile respectfully declines Ms. [redacted]’s request for additional adjustments as there was usage up until the date of suspension due to nonpayment. We would hate to lose Ms. [redacted] as a customer however, should she wish to cancel her service, she will need to either contact the Customer Care department by dialing 611 from her handset or she may contact me at the number provided below to process her request and submit a payment for the balance on the 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. Ruben A[redacted] Executive Response

July 6, 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 26, 2017, regarding the above-referenced account. As previously advised Mr. [redacted] is an authorized user on the above-referenced account.
T-Mobile regrets any continued promotional concerns Mr. [redacted] has experienced. As stated in our letter to your office dated June 26, 2017, Mr. [redacted]’s four lines of service were subscribed to our T-Mobile ONE rate plan with two lines for $130.00 and $25.00 per additional line of service. Further, Mr. [redacted]’s account was enrolled in our Friends & Family offer, reducing his monthly cost to $120.00 for the four lines of service plus applicable taxes. T-Mobile regrets if this was in anyway unclear to Mr. [redacted].
Further, also as stated in our previous letter, our Magenta Port-In, 2016 Apple Black Friday, and Carrier Freedom offers were not stackable. Following a conversation with Mr. [redacted] on July 5, 2017, T-Mobile offered the following resolution. As Mr. [redacted] was enrolled in the Black Friday offer for mobile number ending 2607, the account will continue to receive monthly promotional credits provided the account maintains an eligible rate plan, going forward.
With regards to Mr. [redacted]’s mobile number ending [redacted], as previously stated, Mr. [redacted] was issued a trade-in credit of $100.00. Further, T-Mobile offered to close the associated Equipment Installment Plan (“EIP”) of the iPhone 7 in the amount of $514.55. This offer was accepted, and Mr. [redacted] will no longer be billed the monthly EIP associated with the iPhone 7 handset for mobile number ending [redacted]. As a courtesy, T-Mobile also offered to issue prepaid a refund card in the amount of $100.00 towards the Magenta Port-In offer associated with mobile number ending [redacted], which was also accepted, for a total compensation of $714.55 for mobile number ending [redacted].
Regarding Mr. [redacted]’s mobile number ending [redacted], a Carrier Freedom submission request was not receive by T-Mobile. T-Mobile offered to honor the Magenta Port-In offer, in the form of a $200.00 prepaid card issued to the billing address of the account. This offer was accepted. Lastly in an effort to fully resolve Mr. [redacted]’s concerns, T-Mobile offered to change Mr. [redacted]’s rate plan to our T-Mobile ONE Taxes Included rate plan with two lines for $130.00, and $25.00 per additional line of service, and enroll his account in our Insider Hookup which provides a 20 percent monthly discount in lieu of the Friends & Family offer. This offer was accepted, and Mr. [redacted] is aware that the Friend & Family offer was forfeited. Please note that Mr. [redacted]’s account is enrolled in our AutoPay feature, and is eligible to receive a $5.00 per line of service per month credit. Going forward, Mr. [redacted] can expect monthly access charges of $128.00 including taxes, plus the remaining EIP for the iPhone 7 handset associated with mobile number ending 2607. T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate the opportunity to resolve his concern amicably.
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.
Ronnie A[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

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]

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

August 2, 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 July 28, 2016, regarding the above-referenced prepaid number. T-Mobile is happy to report we have resolved this matter to Ms. [redacted] satisfaction. T-Mobile sincerely regrets any concerns Ms. [redacted] has experienced regarding her prepaid account. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, Ms. [redacted] refund request on May 3, 2016, was declined. Nevertheless, in an effort to amicably resolve this matter, on July 29, 2016, T-Mobile refunded $40.00 to the address provided by Ms. [redacted] upon speaking with her. Please note it may take seven to ten business days to receive the refund in the form of a prepaid debit card. Upon speaking with Ms. Canty, she accepted this as resolution to her concern. 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

March 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 March 8, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards of the Free Add-A-Line: This One’s On Us promotion. T-Mobile records confirm that as of May 19, 2016, Mr. [redacted] is currently subscribed to the Simple Choice North Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00, provides the first two lines with unlimited talk, text and data provided at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $40.00 each per month. T-Mobile has no records of a rate plan change being assessed to Mr. [redacted]’s account.
As Mr. [redacted] mentions in his correspondence, from March 1, 2017, through March 5, 2017, T-Mobile offered the Free Add-A-Line: This One’s On Us where postpaid customers on an eligible plan who have a minimum of two lines can activate one additional line for free.
Please be advised that T-Mobile has extensively reviewed Mr. [redacted]’s account and regretfully T-Mobile has been unable to substantiate Mr. [redacted]’s request to activate a new line on March 4, 2017. T-Mobile records reflect that Mr. [redacted] did not activate a new line of service during the promotional time frame. As such, Mr. [redacted] did not meet all of the requirements for the promotion.
Please note that Mr. [redacted] may activate a new line of service at any time by contacting Customer Care or visiting the www.T-Mobile.com website. For only $40.00 a month Mr. [redacted] will receive unlimited talk, text, and data. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[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

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

Complaint: [redacted]
I am rejecting this response because: I believe that T-Mobile is in breach of our contract. T-Mobiles does admit that my plan allows up to 12 lines. When T-Mobile provided the bump up data on the existing lines they did not mention that it would be lost if I added more lines. In fact new lines have been added since the data bump up. I have been told constantly  by T-Mobile that I was eligible for 12 lines. I am not asking for unlimited data on the 2 additional lines, just 10GB like the plan allowed. T-Mobile's response to allow me to add the two additional lines only if the existing 10 lines are downgraded,  is and insult and a breach of contract.     The My-Tmobile website still shows that I am eligible for 2 additional lines. What is the  real reason for T-Mobile's refusal to allow 12 lines as promised ?  I suspect it is to force existing customer to upgrade to their new pricing model. T-Mobile should honor their existing  agreements. 
Sincerely,
[redacted]

Tell us why here...
October 12, 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 September 29, 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 Mr. [redacted] with regards to coverage issues he has been witnessing with his non-T-Mobile branded handset. T-Mobile records confirm that Mr. [redacted] is using a non-T-Mobile branded Samsung Galaxy Note 5 device. It should be noted that while an unlocked Samsung Galaxy Note 5 from another carrier should work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked Samsung Galaxy Note 5 worked on our network; however, certain advanced features may work sporadically or not at all. We regret any inconvenience Mr. [redacted] has experienced.
In an effort to amicably resolve this matter, on October 9, 2017, T-Mobile sent Mr. [redacted] a Certified Pre-Owned Samsung Galaxy Note 5 handset which should be delivered to his billing address within one to three business days. Please note that Mr. [redacted] will not be charged for the above handset as long as he returns his non-T-Mobile Samsung Galaxy Note 5 to the address below by October 30, 2017.
Executive Response Team
Attention: Cesar R.
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Please note that if Mr. [redacted] does not return his non-T-Mobile branded Samsung Galaxy Note 5 device, he will be charged $480.00 for the T-Mobile Certified Pre-Owned Samsung Galaxy Note 5 handset. T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to us. We also ask that Mr. [redacted] please include the handset, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location.
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

July 27, 2015 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 21, 2015, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. In an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on July 16, 2015, T-Mobile submitted an electronic refund in the amount of $155.21 to be credited to Ms. [redacted]’s checking account. Please be advised that Ms. [redacted]’s refund should appear within one to three business days from the above noted refund submission date. Pursuant to our above-referenced conversation with Ms. [redacted], her concerns have been fully resolved. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed as resolved. 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. Brandon M[redacted] Executive Response

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

April 24, 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 regrets any inconvenience to Ms. [redacted] in regards to her account. T-Mobile records show that Ms. [redacted] contacted T-Mobile on November 29, 2016, and a line of service was activated. However, records show that Ms. [redacted]’s account was never used and the mobile line of service was cancelled on February 18, 2017. Please note that T-Mobile sent Ms. [redacted] a final billing statement dated March 2, 2017, reflecting a balance of 157.92, which was due on March 22, 2017.
As a payment was not remitted by the above mentioned due date, on March 31, 2017, Ms. [redacted]’s account was accessed a collection fee of $39.48 and was assigned to Amsher, a third-party collection agency, for collection attempts.
Furthermore, in an effort to amicably resolve this matter, on April 12, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $197.40 leaving the account closed with a zero balance. Therefore, Ms. [redacted] has been absolved of all financial responsibility for this account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Ms. [redacted] should allow approximately 90 days for this information to be reflected on her credit report. 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.
Mercedes V[redacted]
Executive Response