T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I also received a phone message from the company, apologizing to me and telling me there would be no collection activity and that there is now a zero balance.  I would like to state that the phones they sent me were never activated, no phone calls were ever made and no text messages or data were ever sent / used on a T mobile account, and I returned all phones and SIM cards promptly as requested.  I would like the company to know that the customer service I received each time I called the company was poor.  Agents were rude, unhelpful, dishonest, and each one told me something different than the last.  One agent shut off my service with [redacted] without my permission when I called for help in activating the T mobile phones--and then proceeded to hang up on me--leaving me with no phone service at all.  [redacted] helped me even though I was planning to leave them, and helped me get my phones back on.  Lastly, the advertisements on television for T mobile are misleading and false.Sincerely, [redacted]

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 Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 20, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her service. In an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patterns. We strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needs. This assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers.
Upon careful review of the usage on Ms. [redacted]’s account prior to cancellation; over several months, we have determined that the majority of her usage has not been on the T-Mobile network. T-Mobile is provided Ms. [redacted] with 35 days advance notice so she had sufficient time to make arrangements to find a service provider in the areas where she uses her mobile phone services. Ms. [redacted]’s account will not incur additional fees to cancel; however she will receive a final billing statement up until the time of cancellation. Please be advised that on March 15, 2017, Ms. [redacted] ported her mobile number ending in [redacted] to another service provider.
As we want to ensure that our customers are provided the best experience possible, on April 2, 2017, Ms. [redacted] was contacted via email and was advised that she may port her number back provided that she is in the U.S. on the T-Mobile network. Please be advised that Ms. [redacted] has been advised that if her service is used on another network more than 50% of the time, T-Mobile has the right to terminate service pursuant to our Terms and Conditions. Ms. [redacted] may contact me at the number below if she would like to transfer her number back to T-Mobile.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I did send the iPhone 6 device after receiving my iPhone 7 plus. I gave the phone to the t-mobile store at 2707 highway 54 in Peachtree City Georgia. Why t-mobile did not receive this is out of my hands.
Sincerely,
[redacted]

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]

May 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 29, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on August 2, 2016. On March 21, 2017, Mr. [redacted] used our Equipment Installment Plan program to purchase an LG G6 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 monthly installments. Mr. [redacted] remitted a down payment in the amount of $506.00, plus the sales tax on the full cost of the handset, and agreed to 24 monthly installments in the amount of $6.00 for the device balance.
At the time of Mr. [redacted]’s handset purchase, T-Mobile provided a 20 day return period from the date of delivery which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. In Mr. [redacted]’s correspondence, he indicated that he returned the LG G6 within the 20 day return period. Our records confirm that the handset was received as returned as of April 11, 2017. It is important to note that it may take up to 30 days from the date of receipt for a refund to be issued. Due to an inadvertent error, however, this refund was not issued to Mr. [redacted].
However, our records confirm that on April 28, 2017, T-Mobile issued a refund to Mr. [redacted] in the amount of $571.49 for the down payment and taxes, remitted on March 21, 2017. This refund has been issued to the credit card used for the March 21, 2017 purchase. Mr. [redacted] should have received this refund within five business days from the date it was issued. T-Mobile regrets any inconvenience Mr. [redacted] 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.
Chris P[redacted] Executive Response

August 3, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 26, 2016 regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted] concerns to her satisfaction. T-Mobile certainly regrets to hear that Ms. [redacted] has questions about the Equipment Installment Plan (EIP) payoff payment made to her account and how that payment has impacted the account balance. Please note that when a customer initiates an EIP payoff and remits an additional payment toward their outstanding EIP, the payment is posted to the account immediately and impacts the outstanding balance at that time while the associated charge to close the EIP does not generate and post to the account balance until the end of the billing cycle. As such, if there is a balance owed for service at the time of EIP payoff payment, the payment will be applied to that open balance first before any residual is applied towards the EIP. Our records reflect that Ms. [redacted] made payments totaling $166.47 between July 12, 2016, and July 15, 2016, that were intended to pay off her outstanding EIP loans for her ZTE Zmax, two Samsung Galaxy Avants, an LG Tone Pro, and a Samsung Galaxy Grand Prime. Our records confirm that at the time Ms. [redacted] remitted her EIP payment, there was a balance owed of $203.18 for the June 21, 2016, billing statement. The payment was applied toward that balance, leaving a balance of $36.71, which Ms. [redacted] then paid on July 15, 2016, bringing her balance at the time to zero. Then, when the billing cycle closed, the charges for the EIP payoff for the above equipment were pushed to the July 21, 2016, billing statement as charges. Be assured, although the payoff payment did not immediately apply to the outstanding EIP balance, Ms. [redacted] is being asked to pay the correct amount over the course of two billing cycles for both service charges and an EIP payoff. Nevertheless, in an effort to amicably resolve Ms. [redacted] concerns, on July 28, 2016, ended the EIP loan for her Samsung Galaxy Grand Prime with IMEI number [redacted] and waived the remaining balance of $75.95. As an additional courtesy, we applied a credit of $90.52 to Ms. [redacted] account, leaving her account with a credit balance of $90.52. Ms. [redacted] may verify her outstanding balance by visiting www.T-Mobile.com. 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. Sal O[redacted] Executive Response

July 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 13, 2017, regarding the above-referenced account.
T-Mobile regrets to learn that Mr. [redacted] is not satisfied with our previous response to your office and will make every effort to fully address his concerns in this letter.
As stated in our previous letter to your office, Mr. [redacted] took advantage of two of T-Mobile’s promotional offers; the 2016 Fall LG Smartphone Offer and the 2016 November Samsung Tablet on Us. On December 1, 2016 both an LG Stylo 2 Plus smartphone and a Samsung Tab E tablet were purchased by taking advantage of T-Mobile’s Equipment Installment Plan (“EIP") offer. As is the case with promotional offers, certain requirements must be met in order to qualify some of which were met however some were not. It is also important to note that the monthly credits related to these promotional offers will take up to three billing cycles to appear on the monthly billing statements; additional credits will be applied on the first billing statement where they appear to account for any previously missed credits.
At the time Mr. [redacted] purchased these two devices, he also changed from the Simple Choice North America rate plan to the T-Mobile ONE rate plan which was one of the requirements to qualify for the 2016 Fall LG Smartphone Offer. A mobile internet line of service was also added to the account, but it was not subscribed to the correct rate plan to qualify for the 2016 Fall LG Smartphone Offer. T-Mobile regrets any confusion this may have caused. T-Mobile records confirm that, on January 2, 2017, the account was converted back to the Simple Choice North America rate plan thus disqualifying Mr. [redacted] from the 2016 Fall LG Smartphone Offer.
On June 12, 2017, the EIP associated with the Samsung Tab E tablet was closed due to the device being returned. It is important to note that this device was returned outside of the 14 day return period, nevertheless T-Mobile made an exception and, on June 12, 2017, credits totaling $60.00 were applied to offset the previously billed EIP installments.
Upon a thorough review of Mr. [redacted]’s account, T-Mobile has confirmed that, despite the account not fully qualifying for either these offers, the following promotional credits were applied after the rate plan change occurred:
• The billing statement dated March 2, 2017 included a credit for the LG Smartphone Offer;
• The billing statement dated April 2, 2017 included one credit for the LG Smartphone Offer and four credits for the Samsung Tablet On Us offer;
• The billing statement dated May 2, 2017 included credits for both of these promotional offers;
• The billing statement dated June 2, 2017 included a credit for the Smartphone On Us offer; and
• The billing statement dated July 2, 2017 included a credit for the Smartphone On Us offer
It is important to note that, the installments for the Samsung Tab E tablet were double credited for four months which overlapped between the refunded credits issued and the promotional credits issued. Mr. [redacted] can confirm these credits by visiting the My T-Mobile website and registering with the mobile number ending in [redacted] as that is the only line of service that remains active on the account. It is T-Mobile’s position that Mr. [redacted] has been issued credits in excess and no further compensation is owed for these two promotional offers. Please note that, despite the account no longer qualifying, Mr. [redacted] continues to receive monthly credits for the LG Smartphone Offer however this is not promised to continue . T-Mobile encourages Mr. [redacted] to contact our Customer Care team in order to change his individual line to the correct rate plan in order to continue receiving these credits.
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.
A review of the account confirms that Mr. [redacted]’s payment that was due on March 22, 2017 was not received on time. T-Mobile provided Mr. [redacted] with text message notifications and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment on April 11, 2017, and the service was resumed, the account was assessed a $20.00 restore from suspension fee per line of service. It is T-Mobile’s position these charges are valid and no compensation is due.
In Mr. [redacted]’s letter to your office, he states he is in dispute of international calling charges that were reflected in a previous billing statement. T-Mobile records confirm that, on March 8, 2017, a call was placed to the Dominican Republic at a rate of $3.00 per minute. T-Mobile provides customers access to all international calling and roaming rates by visiting https://www.t-mobile.com/optional-services/international-calling.html. All T-Mobile customers are able to dial internationally from the U.S. upon activation and are able to activate an International Calling Block if the wish to prevent any users from placing such calls. T-Mobile has confirmed that the account did not of the International Calling Block on the line which incurred the toll charge and therefore it is T-Mobile’s position this call is accurate and the cost is valid and owed.
As of the date of this letter, Mr. [redacted]’s account reflects a balance of $38.39 with a due date of July 22, 2017. If Mr. [redacted] wishes to keep his account active, he can expect monthly recurring charges totaling $118.42 including applicable taxes and fees. If Mr. [redacted] decides to cancel his T-Mobile account, his final billing statement will reflect the remaining balance owed for the currently active EIPs. On November 7, 2016, Mr. [redacted] qualified for and took advantage of an EIP with the purchase of an Apple iPhone 7 smartphone and agreed to 24 installments of $27.09. Mr. [redacted] can make early payments on the EIP in order to avoid the remaining balance billing in full on his final billing statement. As T-Mobile has no record of the LG Stylo 2 Pro being returned, the EIP will remain active and, if Mr. [redacted] chooses to cancel the account, the remaining balance will be billed in full on the final billing statement.
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

August 23, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
T-Mobile Account Holder: [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 August 9, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding an unexpected charge. T-Mobile records indicate on July 9, 2017, Mr. [redacted]’ visited www.t-mobile.com and created and accepted a payment arrangement that was scheduled for two separate payments: Mr. [redacted]’ indicated he would pay $62.73 on July 14, 2017, and $250.91 on July 28, 2017.
The first payment in the amount of $62.73 processed July 14, 2017, as scheduled. The second payment did not process until July 29, 2017 however two payments in the amounts of $250.91 were billed to Mr. [redacted]’ checking account. T-Mobile systems identified the duplicate charge and immediately began the process of issuing a refund which may take up to three business days to be received.
Upon speaking with Mr. [redacted]’ on August 14, 2017, T-Mobile offered an adjustment in the amount of $281.55 which Mr. [redacted] declined stating the financial loss was greater than the amount offered. T-Mobile requested a copy of Mr. [redacted]’ bank statements to confirm the amount he was billed in overdraft fees as a result of the duplicate charge. Mr. [redacted] indicated he provided documentation to our Social Media Team on August 12, 2017. In review of the documentation provided to our Social Media Team, T-Mobile confirmed Mr. [redacted] was billed two overdraft fees in the amount of $36.00 each.
On August 15, 2017, T-Mobile again extended the offer of an adjustment in the amount of $281.55 which Mr. [redacted] accepted as resolution to his concerns. The adjustment impacted the account balance at that time in the amount of $281.55 for monthly access charges, EIP charges, third party download charges and fees and taxes for the billing period from July 17, 2017, through August 16, 2017. T-Mobile regrets any inconvenience this caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jennifer G[redacted] Executive Response

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

January 22, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence January 12, 2018, regarding the above-referenced file number.
We regret Mr. [redacted]’s concerns regarding the unlocking of his handset. As Mr. [redacted] indicates in his correspondence to your office, he purchased the handset with the International Mobile Equipment Identifier (“IMEI”) [redacted] from the third-party provider [redacted]. Please note Mobile Device Unlock requests are available to T-Mobile customers who meet our eligibility requirements. A review of our records confirms that Mr. [redacted] does not have an active T-Mobile account or service. As such Mr. [redacted] did not meet the eligibility requirements, and we were unable to provide him with the Mobile Device Unlock for his device.
In an effort to amicably resolve his concerns, on January 14, 2018, T-Mobile processed the Mobile Device Unlock request and provided instructions via email to Mr. [redacted] to complete the unlock process. Mr. [redacted] thereafter confirmed the device was unlocked successfully.
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]

November 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 18, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’ concerns to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with his recent handset purchase. T-Mobile records indicate that on October 22, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Kyo XD 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-monthly installments. At the time of Mr. [redacted]’ purchase, he was not required to make a down payment; however, he agreed to a series of 24-monthly installments in the amount of $16.67. Mr. [redacted] elected to add Premium Handset Protection (“PHP”) that included warranty coverage to the device used on the mobile number ending in [redacted]. This feature covers electrical and mechanical device malfunctions, both within the manufacturer’s Limited Warranty and outside of it as defined in the program brochure. With PHP Mr. [redacted] can contact T-Mobile to initiate an exchange under the PHP warranty program. The PHP warranty program provides Mr. [redacted] with replacement equipment of the same or like-kind model, provided that the non-working equipment is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. On November 14, 2016, Mr. [redacted] visited a T-Mobile retail location and upon examination of the handset, it was found that there was liquid damage determined by a liquid damage indicator, which voids the warranty. As such Mr. [redacted] was advised that he cannot process and warranty exchange for his handset and that he may contact Assurant Inc. to process an insurance claim. Nevertheless, as a gesture of goodwill, on November 21, 2016, T-Mobile advised Mr. [redacted] than he may return his a Kyo XD handset and upon receipt T-Mobile will close the remaining EIP balance in the amount of $366.68. Additionally Mr. [redacted] may purchase a handset of his liking with our EIP offering. Mr. [redacted] accepted this as a resolution. 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. Robert R[redacted] Executive Response

June 19, 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 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile regrets any concern to Ms. [redacted] regarding her recent experience and appreciates the opportunity to respond to her concerns. T-Mobile records confirm that on April 27, 2017, Ms. [redacted] signed up for T-Mobile’s T-Mobile ONE rate plan effective May 2, 2017. T-Mobile ONE includes unlimited minutes, messaging, and unlimited 4G LTE device data plus a variety of Un-carrier benefits to postpaid customers, with all taxes and fees included in the price. Ms. [redacted] elected to add the additional $25.00 One Plus International data feature allowing Unlimited 4G LTE Smartphone Mobile Hotspot. T-Mobile records indicate that following the change to T-Mobile ONE Ms. [redacted] experienced network issues that were the result of Network Modernization.
T-Mobile is always working to improve its service, and we regret any data service issues that Ms. [redacted] may have experienced. Unfortunately we are unable to guarantee data speeds in any location. The option to predict an exact speed is not available with the variety of factors that can affect a customer’s experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network.
As Ms. [redacted] mentioned in her correspondence to your office, on June 5, 2017, she inquired about possible hacking or smartphone breach concerns on her line ending in 4179. It should be noted that T-Mobile’s systems use a sophisticated encryption and the ciphering keys change frequently between the phone and the network by using the authentication functions of the System Identifying Module (“SIM”) card. The level of encryption and the frequent changing of the encryption keys make the interception of communication on our network extremely difficult.
Nevertheless, as a courtesy to Ms. [redacted], on June 14, 2017, T-Mobile issued a credit in the amount of $75.00 in the form of a one-time bill credit updating her account balance to zero and any future charges associated with the above mentioned account as a result of a port out that occurred on June 7, 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 regret any inconvenience to Ms. [redacted] and hope that she accepts our offer as resolution to 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.
Andrew S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I emailed and contacted the Rep at Tmobile yesterday via phone and via emails no response. My lines have been suspended again. This has been a total nightmare and of course she will not return my call or response to my emails. I requested a payment arrangement and a extended payment arrangement which is something Tmobile offers. The option was not available to me. I use this phone primarily for work and now I have no service yet again. The collection hold that was placed on my account needs to be put back on so I can at least pay down the bill. 
Sincerely,
[redacted]

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

[redacted] 
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 17, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated Ms. [redacted] as an authorized user of the 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 her concerns within this letter.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously and strives to provide a world-class Un-Carrier experience to all of our customers on each and every contact. We make every effort to be professional, courteous, and make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contacts with our Customer Care team.
T-Mobile records confirm that Ms. [redacted] initiated an Equipment Installment Plan (“EIP”) Samsung Galaxy S6 Edge for her current mobile number ending in [redacted] on September 10, 2016. Regrettably, the mobile number ending in [redacted] was not subscribed to JUMP!2 feature which provides customers the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. As Ms. [redacted]’ mobile line of service is not subscribed to JUMP! feature, she is not eligible to JUMP! upgrade.
Please be advised that on March 30, 2017, T-Mobile applied a credit of $97.50 to assist Ms. [redacted] with one-half of the remaining EIP balance for her Samsung Galaxy S6 Edge so that she would be able to upgrade to new handsets on EIP.
T-Mobile records confirm that on March 30, 2017, Ms. [redacted] placed a purchase order for two new Samsung Galaxy S8 Plus handsets on EIP. Please be advised that each Samsung Galaxy S8 Plus order on EIP requires a down payment in the amount of $130.00, plus applicable sales tax, and 24 equal monthly installments in the amount of $30.00. It is important to note that sales taxes are collected for the full handset retail price of $850.00 at the time of purchase which would make the total upfront cost of each Samsung Galaxy S8 Plus close to $200.00 per device based on a customer’s local tax rate. T-Mobile regrets any inconvenience to Ms. [redacted] if she was advised otherwise. T-Mobile records confirm that Ms. [redacted] received her new handsets as of April 19, 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.
Oscar T[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

Complaint: [redacted]
I am rejecting this response because:
They still owe me $5 for sim card.
Sincerely,
[redacted]

Revdex.com:
[redacted]
 
ECR/WILL
NM_Facility
Has Replaced My Device At No Cost.
Thank You, for resolving my consumer requests.
I have accepted the replacement terms.
My replacement has many upgrades.I am thankful and very Satisfied

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and I am o.k. with this resolution. Thanks to Revdex.com, without you, I will have to deal with them for even longer time to get this resolved.  Thank you, Revdex.com.
I did spent considerable amount of time dealing with T-Mobile to resolve this issue within the 10 days time period before your help.  Everyone I called, online chatted and spoke with told me not that same as what Diana specified in the letter.  They said I am eligible to be unlocked and will sent me the unlock email.  I had to wait 24 to 48 hours to get the email.  Unfortunately, all the emails (multiples) either said "insufficient information to unlock" or "I need to have 40 days of service", which I did fulfill.   If they have trained their person well, it shouldn't cause me all the problem.  Also, I was never told that when I change a personal owned and paid off phone that used by another T-mobile owner for more than 2 years and supposed to be unlocked already, the phone would be locked again until I pay additional $100 starting from the use of this personal paid used phone. After all, it is our paid off phone which I have the T-Mobile email from previous owner stating it is T-mobile unlocked phone.  I also inserted the sim at T-mobile store, too.   No one at the store told me that I may have to fulfill the $100 requirement, either.  So, buyer beware, if anyone bought or have an "unlocked" phone, just insert T-mobile sim card and it works, they may come back to ask you to meet the "so call" "$100 requirement.  Even if you paid for the phone without owning them anything.  Sincerely, [redacted]

As of this time, I  have not recieved a refund of any sort. I dont want this case closed until I receivethe refund. 
Complaint: [redacted]
I am rejecting this response because: As of this time, I  have not recieved a refund of any sort. I dont want this case closed until I receivethe refund. Complaint: [redacted]
Sincerely,
[redacted]

They resolved my issue a couple hours after I filled my complaint. Thank you.
 
[redacted]