T-Mobile Usa Inc

August 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 July 22, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns caused to Mr. [redacted] regarding his account.  T-Mobile records confirm that as of June 14, 2017, Mr. [redacted] is subscribed to the 2 Lines T-Mobile ONE All In promotional rate plan, which for $110.00 per month, provides the first two lines with unlimited talk, text and unlimited of data at up to 4G/LTE speeds depending on device capability.  Please note that all additional lines added after the first two are $45.00 each per month.    T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account.  Our records reflect that Mr. [redacted] activated his service on April 16, 2015 and attempted to take advantage of the following promotion:   Free Add-A-Line: This One’s On Us!   As can be expected, there are several eligibility requirements for each of the above promotion; some of these requirements were met and others were not.    To begin with, our records reflect that Mr. [redacted] did not meet all of the requirements for Free Add-A-Line: This One’s On Us! promotion.  Please be advised that starting March 1, 2017 and ending at 11:59 p.m. PT on March 5, 2017, postpaid and @Work customers, on an eligible plan who have a minimum of two voice lines could activate one additional line for free.  As such, Ms. [redacted] would not have qualified for this promotion, due to only having one active line and did not add additional lines until June 14, 2017.   It is important to note that T-Mobile was offering our 2 AAL's for the Price of 1 promotion from May 25, 2017 through June 27, 2017 eligible postpaid customers with 12 lines or less on our T-Mobile ONE rate plan that have a minimum of two voice lines could get two additional lines for the price of one via bill credits of 50% off each additional line while on a qualified plan. Customers could get this great deal for new voice, mobile internet (“MI”) including SyncUP and LineLink lines, or wearable lines added to their account during the promotional period.   Mr. [redacted] met all of the requirements for the 2 AAL's for the Price of 1 promotion as he activated two new voice lines on June 14, 2017, for which he is receiving the expected monthly bill credit of 50% off line ending in 0484.  The bill credit is reflected on page four of his most recent billing statement. T-Mobile regrets any inconvenience caused 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and am satisfied with the resolution provided contingent on corrective actions being taken to inform the employees of the company's policies and proper procedures. Sincerely, [redacted]

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.
However, although there policy may be not to charge, I believe I was charged for at least one of them by the stores. 
Sincerely, [redacted]

October 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 28, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately. We certainly apologize if one of our employees failed to follow that process for Mr. [redacted]. On October 3, 2016, in an effort to amicably resolve this matter, T-Mobile offered to close out Mr. [redacted]’s original Galaxy Note 7 installment plan balance in the amount of $637.50 and to send him a new Galaxy Note 7 handset with free overnight shipping which will be shipped between the dates of October 3, 2016, to October 10, 2016. Mr. [redacted] was satisfied with this offer as a resolution to his concerns. Please note that the new Galaxy Note 7 will be under an Equipment Installment Plan which will reflect the full cost of $637.50 being charged the amount of $31.29 a month for 20 months and the 21st and final monthly charge being $11.70. 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

April 12, 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 2, 2017 regarding the above-referenced account.
We regret any inconvenience to Mr. [redacted] regarding his account balance and missing payments, and we appreciate the opportunity to address his concerns.
T-Mobile records indicate on November 18, 2016, Mr. [redacted] activated his account with four lines of service and subscribed in our T-Mobile ONE rate plan priced at $130.00 per month for the first two lines of service and $25.00 per month for each additional line. Mr. [redacted]’s billing cycle ran from the 19th of the month and closed on the 18th day of the following month with a bill date of the 11th of the month after.
On November 24, 2016, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) program with the purchase of an Apple iPhone 7 Plus 128GB Jett Black device and an Apple iPhone 7 Plus 32GB Black device. At the time of purchase, Mr. [redacted] was asked to make down payments totaling $169.98, pay the taxes on the full retail price, and agreed to a series of 24-monthly installments of $61.25.
We have reviewed Mr. [redacted]’s concerns regarding the missing payments in the amounts of $292.26 and $85.60. T-Mobile found that the payment of $292.26 was processed by Mr. [redacted] on November 24, 2016, to cover his upfront cost for his above mentioned device purchases which included down payments of $169.98, $114.80 in sales taxes, and $7.48 in shipping charges. Furthermore, we found that the payment of $85.60 was to cover the cost of four SIM cards priced at $20.00 plus taxes each. Both these payments were made towards equipment purchases and not towards Mr. [redacted]’s service charges and as such, they would not impact his account balance. T-Mobile regrets any confusion this matter may have caused.
Regrettably, on January 18, 2017, Mr. [redacted] cancelled his account by porting out his mobile numbers to a different carrier. As such, the remaining EIP balances for the devices totaling $1,419.94 was accelerated to the final billing statement. Including the final monthly recurring charges of $75.35 and the accelerated EIP charges, the final billing statement totaled $1,495.29. On January 18, 2017, Mr. [redacted] remitted a payment of $1,347.50 and left a remaining balance of $147.79 due by February 11, 2017, which went unpaid.
Further review shows Mr. [redacted] had initially requested the line of service with the mobile number ending in [redacted] to be cancelled on January 18, 2017. However, on January 21, 2017, Mr. [redacted] requested to have the line of service resumed so he may transfer his number out to another carrier. This action caused prorated charges of $13.86 to be generated for an updated balance of $161.65 due by April 11, 2017.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 12, 2017, T-Mobile applied a courtesy credit of $85.60 to his account which is equal to the cost of his SIM cards. As such, Mr. [redacted]’s account remains cancelled with a revised past due balance of $76.05. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sal O[redacted] Executive Response

September 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 a letter dated August 24, 2017, from Ms. [redacted] 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. T-Mobile is pleased to note that we have resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile records indicate that on July 5, 2017, Ms. [redacted] contacted T-Mobile Customer Care to set up a payment arrangement for the past due balance of $405.78 to be paid on July 19, 2017.
The arrangement terms were agreed to and the arrangement was set to auto draft on her credit card. On July 11, 2017, due to an inadvertent error, T-Mobile attempted to draft a payment for the full account balance of $892.83 from a checking account that had never been used on Mr. [redacted]’s account before. On July 15, 2017 and on July 18, 2017, our payment system again attempted to remit payment for the full balance due at that time. Please note than none of the three payment attempts were successful due to insufficient funds resulting in returned payment fees of $20.00 per attempt.
On July 20, 2017 Ms. [redacted] contacted Customer Care to inquire as to why the payment did not process off of her credit card on her agreed upon arranged payment date of July 19, 2017, and to remit the payment of $405.78 manually. Please note, Ms. [redacted] was advised to remove the checking account payment method from the T-Mobile account during this process, which she has stated she completed. The manual payment, however, incurred a $5.00 payment processing fee as it was not able to be done through our self-service option where there is no fee.
On August 1, 2017, Ms. [redacted] contacted Customer Care to again set up a payment arrangement, this time in two parts of $240.00 due on August 10, 2017, and $240.05 due on August 19, 2017. Regrettably, on August 10, 2017, T-Mobile again attempted to process payments on the incorrect checking account. Our records indicate the removal of the payment method from Ms. [redacted]’s account on that day, and again she processed a manual payment. On August 19, 2017, T-Mobile again attempted to process the payment on the incorrect checking account, and again it resulted in returned payment fees of $20.00 per attempt. In addition, due to the returned payments, Ms. [redacted] was blocked from the ability to process future payment arrangements through our self-service options.
On August 24, 2017, Ms. [redacted] completed the payment arrangement by processing a manual payment of $241.00 through Customer Care at which time she was charged another $5.00 payment processing fee. T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted].
In an effort to resolve Ms. [redacted]’s concern T-Mobile has taken the appropriate steps to ensure the removal of the incorrect checking account from Mr. [redacted]’s account. In addition, we have remitted a request to have the self-service options returned to her. While we are attempting to restore her permissions, T-Mobile has placed a suspension hold on Mr. [redacted]’s account for 90 days to allow the ability to process payments as needed without incurring additional fees. Additionally, T-Mobile applied a credit to the account balance for the fees incurred due to this situation and for the inconvenience in the amount of $207.00, reducing the total balance to $721.44, of which $322.30 is considered past due. Ms. [redacted] accepted this as a resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan C[redacted]
Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 20, 2017, regarding the above-referenced account.
T-Mobile regrets any handset concerns Ms. [redacted] has experienced. T-Mobile records indicate that Ms. [redacted] purchased a Samsung Galaxy s 7 Edge handset on September 2, 2016, using our Equipment Installment Plan (“EIP”) offering. At the time of Ms. [redacted]’s purchase, she agreed to 24 monthly installments of $32.50. Additionally, Ms. [redacted] was enrolled in our JUMP! 1 feature for $12.00 per month. The JUMP! 1 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an EIP for full credit of the remaining balance.
Further, T-Mobile records indicate that Ms. [redacted] completed a JUMP! upgrade on May 3, 2017, by accessing her account at my.t-mobile.com, with the purchase of a Samsung Galaxy S 8 handset, and the return of her Samsung Galaxy S 7 Edge handset. Please note that upon T-Mobile’s receipt of Ms. [redacted]’s S7 Edge handset in like new condition, the associated EIP would be closed.
Regretfully, on May 18, 2017, Ms. [redacted]’s handset was received by T-Mobile with physical damage. As such, her return was ineligible for the JUMP! 1 offer, and the associated EIP was not closed.
After speaking with Ms. [redacted] on May 25, 2017, as a courtesy, T-Mobile closed the remaining EIP associated with the Galaxy S 7 Edge handset, in the amount of $519.99. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate the opportunity to address her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie 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]

September 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 September 15, 2017, regarding the above-referenced account.  T-Mobile has confirmed that [redacted] and [redacted] are one in the same.   T-Mobile regrets that Mr. [redacted] has concerns with his final balance of $93.51 which has been transferred to our third-party collection agency, Diversified Consultants Inc.  Please be advised that on December 3, 2015, Mr. [redacted] activated T-Mobile service and was subscribed to the Simple Choice North America Unlimited Talk, and Text rate plan for $50.00.  Mr. [redacted] subscribed to the 6 gigabyte (“GB”) data feature for $15.00 for his line ending in 2845.  Additionally, Mr. [redacted] subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $35.00 for his Mobile Internet (“MI”) line ending in 3129.    It is important to note that on March 4, 2016, pursuant to Mr. [redacted]’s request, T-Mobile cancelled his line ending in 2845.  However, Mr. [redacted]’s account remained active with the MI line ending in 3129.  The last payment T-Mobile received from Mr. [redacted] was on December 28, 2016, in the amount of $35.00. Additionally, Mr. [redacted]’s account has carried a past due balance since the billing statement dated February 5, 2017.    The billing statement dated February 5, 2017, reflected a past due balance of $35.00 and new charges of $40.49 for a total balance due of $75.49.  The balance compromised of monthly access charges, a late fee, and applicable taxes and fees for service from February 5, 2017 through March 4, 2017.    The billing statement dated March 5, 2017, reflected a past due balance of $75.49 and a new credit balance of $11.66 which was applied to the past due balance for a total balance due of $63.83.  The balance compromised of prorated monthly access charge credits, and applicable taxes and fees for service from March 5, 2017 through April 4, 2017.    The billing statement dated April 5, 2017, reflected a past due balance of $63.83 and charges of $10.98 for a total balance due of $74.81.  The balance compromised of late fees, and applicable taxes and fees for service from April 5, 2017 through May 4, 2017.    Our records confirm that on April 12, 2017, Mr. [redacted]’s account was cancelled for non-payment. The final billing statement dated May 5, 2017, reflected a past due balance due of $74.81.  It is important to note that Mr. [redacted] was not billed for monthly access charges during this billing period due to the cancellation of the account.  It is T-Mobile’s position that the charges are valid and owed.   After Mr. [redacted]’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact Mr. [redacted] in an effort to resolve his outstanding balance.  As T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Mr. [redacted]’s account was referred to a third- party collection agency, Diversified Consultants Inc. for further collection efforts.  In conjunction with the attempt to collect the outstanding balance, Mr. [redacted] was billed an outside collections fee of $18.70, bringing the balance on the account to $93.51.   It is T-Mobile’s position that Mr. [redacted] was billed appropriately and the balance is considered valid and owing.  Mr. [redacted] can contact Diversified Consultants Inc., at 1-877-550-1981 to make arrangement for payment.  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

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]

July 15, 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 June 29, 2016, regarding the above-referenced account. We regret any concerns Mr. [redacted] experienced while attempting to return his iPhone 6S and we appreciate the opportunity to review and address his concerns. T-Mobile records indicate that on February 11, 2016 Mr. [redacted] purchased and brand new Apple iPhone 6S 16GB handset. As of the time of Mr. [redacted]’s purchase of the Apple iPhone 6S 16GB handset, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange. T-Mobile records indicate that on July 1, 2016, Mr. [redacted] visited a T-Mobile retail location and requested to exchange his Apple iPhone 6S 16GB handset for a new handset. As Mr., [redacted] was well past the return period he was advised that he could no longer return or exchanges his Apple iPhone 6S 16GB handset. On July 8, 2016, T-Mobile contacted Mr. [redacted] and he confirmed that the picture that he previously mentioned was uploaded in to his handset on June of 2016, which is four months after he purchased the handset. Mr. [redacted] was advised he was beyond the return period and unfortunately would not be able return his Apple iPhone 6S 16GB handset. Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile issued a one-time courtesy credit in amount of $100.00, as such Mr. [redacted]’s account reflects a balance of $76.26. Mr. [redacted] accepted this as a resolution and had no additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[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]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated June 24, 2017, regarding the above-referenced file number.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding an unauthorized charge to his credit card and appreciates the opportunity to respond to his concerns. Upon making contact with Mr. [redacted], he requested that a formal investigation to be performed regarding the charge and the information was forwarded to our Fraud Department. Upon investigation, T-Mobile found that on June 6, 2017, Mr. [redacted]’s credit card was used to remit payment on a T-Mobile account in the amount of $200.00. Shortly after, Mr. [redacted] notified T-Mobile of the unauthorized charge associated with his credit card. Upon review of Mr. [redacted]’s claim, T-Mobile’s fraud department determined the claim to be substantiated. Subsequently, the payment was issued back to the credit card on June 14, 2017. For further protection, T-Mobile also blocked the credit card from being utilized to remit payment to T-Mobile.
In order to receive a copy of the account information, we request that Mr. [redacted] complete the Identity Theft Affidavit supplied by the Federal Trade Commission. This is available on-line at http://www.consumer.gov/idtheft/. In addition to the affidavit, we request that Mr. [redacted] file a police report regarding the identity theft. A copy of the police report, a written request for the information, a photo ID, along with the completed affidavit can be sent to:
T-Mobile
Attn: Fraud Management
12920 SE 38th Street
Bellevue, WA 98006

Upon receipt of the completed 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted]
Executive Response

April 26, 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 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], she confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding the return of the coverage device. On March 22, 2016, T-Mobile provided Mr. [redacted] with a 4G LTE CellSpot coverage device. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00.
On March 4, 2017, Mr. [redacted] cancelled his T-Mobile account. Unfortunately, at the time of cancellation, a return label was not generated for the 4G LTE CellSpot, resulting in a non-return fee in the amount of $149.04, which was assessed toward the account. T-Mobile records confirmed that we have not received Mr. [redacted]’s 4G LTE CellSpot.
Nevertheless, in an effort to amicably resolve the matter, on April 18, 2017, T-Mobile applied a credit of $149.04 toward the account for the previously billed non-return fee. Pursuant to our conversation, Ms. [redacted] confirmed that the matter was resolved. The account remains closed with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

May 17, 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 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to charges on his account. T-Mobile records reflect that Mr. [redacted] activated his account on March 14, 2016. Our records confirm that Mr. [redacted] activated a Mobile Internet (“MI”) line and was subscribed to the Simple Choice North America 18GB MI rate plan where for $80.00 a month Mr. [redacted] would receive unlimited text and 18GB of 4G/LTE high speed data.
T-Mobile records reflect that on November 14, 2016, Mr. [redacted] elected to change his rate plan online via out myt-mobile.com website, to the $10.00 On Demand MI rate plan. Please be advised that T-Mobile has no records of Mr. [redacted] requesting for his MI line to be canceled. Additionally, T-Mobile records confirm that there has been no usage on the MI line as of November 15, 2016.
It is important to note that T-Mobile has been sending billing statements to the address on file which is the same address provided in your correspondence indicated Mr. [redacted] of charges on his account.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charges. Please note that the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on March 16, 2017. As this is beyond the dispute period, it is T-Mobile’s position that Mr. [redacted] has been billed accordingly.
Upon speaking with Mr. [redacted] on May 16, 2017, T-Mobile offered a $100.00 refund card. Please note that refund card may take from seven to ten business days to arrive. Mr. [redacted] has accepted our offer. 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.
Juan Be[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.
Thank you very much for your help Revdex.com .
Sincerely,
[redacted]-[redacted]

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

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 assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our retail location.   T-Mobile records indicate that on January 25, 2014, September 18, 2014, September 27, 2014, and April 25, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Nexus 5 handset, two Samsung Galaxy S4 handsets, a Samsung Galaxy S5, an LG G3 handset, and accessories. 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.   Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $204.80 plus applicable taxes and agree to a series of 24 monthly installments in the amount of $94.42. Please be advised that 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.    T-Mobile records confirm that Ms. [redacted] canceled her account on October 21, 2015 when she ported her mobile numbers to another service provider.  Ms. [redacted]’s billing cycle ran from the 29th of one month to the 28th of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through October 28, 2015.   Ms. [redacted]’s final billing statement was generated in the amount of $2,299.91 for monthly service charges, late fees, and remaining EIP charges plus applicable taxes.   Please be advised that T-Mobile applied credits to Ms. [redacted]’s account on February 9, 2016 totaling $51.43 for prorated monthly service charges from September 4, 2015 through October 21, 2015 plus applicable taxes. Additionally, a payment in the amount of $338.00 was remitted to Ms. [redacted]’s account bringing the balance to $1,910.48. As a result of continued non-payment, on March 9, 2016, the account was forwarded to a third-party collection agency, Diversified Consultants Inc. A collection fee was assessed to the account in the amount of $104.82 bringing the balance to $2,015.30. On September 12, 2016 the account was transferred to Amsher Collection Services, Inc. As a courtesy, and in an effort to resolve this matter, T-Mobile applied a credit to the account in the amount of $759.35 for monthly service charges, late fees, and EIP charges plus applicable taxes bringing the balance to $1,255.95 for the remaining EIP charges and the collection fee. Please be advised that this balance may be further reduced as the collection fee assessed by the third-party collection agency will likely be reduced in connection with the issuance of the above-referenced account credit. Ms. [redacted] may contact Amsher Collection Services, Inc. at 1-877-322-9724 in order to make arrangement for payment.   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

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]

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

January 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 January 12, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction.
 
We regret to hear that Mr. [redacted] had any concerns regarding the 2016 September iPhone 7 Trade Up promotional offering. According to our records on September 10, 2016, Mr. [redacted] purchased an Apple iPhone 7 and an Apple iPhone 7 Plus through Equipment Installment Plan (“EIP”) and traded in two Apple iPhone 6s devices.
 
During his purchase, Mr. [redacted] qualified for 2016 September iPhone 7 Trade Up promotion which started September 9, 2016, through September 25, 2016, for new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) could get a new iPhone 7 32GB for free (via bill credits) when purchased on EIP.
 
Our records confirm that at the time of Mr. [redacted]’s order, the trade request was not initiated, therefore upon the delivery of his new Apple iPhone 7 and Apple iPhone 7 Plus, he was not provided a return merchandise authorization (“RMA”) number and therefore not sent a return label. On October 3, 2016, when Mr. [redacted] contacted Customer Care to report that he didn’t receive the label the representative provided Mr. [redacted] with a return label, however he was inadvertently provided a return label which was intended to a return of the new devices not the traded in phones. Therefore, when we received the Apple iPhone 6s devices there was not a RMA associated with his order and the adjustments were not properly applied.
 
Nonetheless, we have confirmed that the traded in Apple iPhone 6s devices were received and as such, we have adjusted Mr. [redacted]’s account a total of $650.00 for each phone which was the total value of promotional value for each one of his purchases. This was applied to the outstanding balance of the EIP, leaving the EIP closed and his account with a credit balance of $161.43 going into his February 2017 billing statement. Please note that on January 16, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his 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