T-Mobile Usa Inc

January 2, 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 December 24, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to his refund. T-Mobile records indicate that on August 22, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 7 64GB handset in black. 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, Mr. [redacted] was asked to make a down payment in the amount of $657.99 plus applicable taxes and agree to a series of 24 monthly installments in the amount of $8.00. Regrettably, which 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]. Please note that customers are not required to return the device to T-Mobile; waiting for the announcement from Samsung about their plan for collecting the recalled handsets is an option. For those customers that did not want to wait any longer, those who already have their Note 7, regardless of where it was purchased, were able to take that handset back to the retail store for a full refund. For those customers that had their new handset shipped to them, they can also return to their local retail store where a return will be completed. T-Mobile records reflect that Mr. [redacted]’s aforementioned EIP was closed on October 28, 2016, and a corporate refund check was issued in the amount of $733.13. Please note that a corporate refund check is issued when the original payment method was cash for the amount of $300.00 or above, which can take up to nine to twelve business days to be received. After further review, due to an inadvertent error the aforementioned refund was not issued via pre-paid debit card. In an effort to amicably resolve Mr. [redacted]’s concerns on December 30, 2016, T-Mobile refunded the amount of $733.13 directly to his bank account ending in 3269 which he provided to our Customer Care team. Please allow 1-3 business days in order for this to reflect in Mr. [redacted]’s bank account. As an additional courtesy to Mr. [redacted] on January 2, 2017, T-Mobile issued a one-time credit in the amount of $50.00 to his account resulting in an updated balance in the amount of $214.82 which is due on or before January 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 apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Shannon R[redacted] Executive Response

June 27, 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 Mobile No. [redacted]-[redacted]-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated June 19, 2016, regarding the above-referenced prepaid number. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s concerns to his satisfaction. We sincerely regret any misinformation that Mr. [redacted] may have received regarding the service he would receive while using his prepaid service in Europe. Please note that at the time of Mr. [redacted]’s travels, he was subscribed to our Simply Prepaid $40.00 rate plan, which does not include any international roaming capabilities. However, please note that T-Mobile offers a $5.00 feature to allow international calling, although the rates vary per country and there must be credit balance on the prepaid account to allow the international calls to connect and deduct. As Mr. [redacted] was not subscribed to the international roaming feature, he was unable to complete any international calls. Upon speaking with Mr. [redacted], it appears that he was provided with the international roaming rates which are available to our postpaid customers only through our Simple Global offering. We regret any inconvenience to Mr. [redacted], and in an effort to amicably resolve this matter, T-Mobile has issued a credit to Mr. [redacted]’s prepaid account in the amount of $150.00, the equivalent of six months of service on his current $25.00 per month rate plan. Mr. [redacted] accepted this offer as resolution in full to his 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. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location, and we thank him for bringing this matter to our attention so that the proper feedback can be provided. 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. Kayla J[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

February 3, 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 28, 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 Mr. [redacted]’ recent contact with our retail location. T-Mobile records confirm that Mr. [redacted] activated on November 27, 2016, and is referring to our 2016 Magenta Port-in offer. The 2016 Magenta Port-in offer provided customers who ported their mobile numbers to T-Mobile between November 24, 2016, through December 21, 2016, would receive $200.00 back when they port their mobile number to T-Mobile, trade-in their previous carrier’s device, and are subscribed to a qualifying unlimited plan. Please be advised T-Mobile’s Simple Choice North American Unlimited, Talk, Text, & Data rate plan with 2GB of included data does not qualify for this promotion. T-Mobile regrets if any representative advised Mr. [redacted] otherwise Nevertheless, in an effort to amicably resolve this matter, T-Mobile applied a credit in the amount of $200.00 to the account balance. Mr. [redacted]’ account now reflects a credit balance of $136.99. 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

January 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 January 2, 2017, regarding the above-referenced account. T-Mobile regrets any handset or data concerns that Ms. [redacted] has experienced. T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 6 Plus handset on February 29, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by Apple. In addition, upon review of Ms. [redacted] account, this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or could contact the manufacturer directly to discuss repair or replacement options. Under T-Mobile’s Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, 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. Our records confirm that Ms. [redacted] participated in Handset Exchange Program on June 12, 2016; September 25, 2016; November 14, 2016 and December 5, 2016. Please be advised that each handset purchase includes a set of Terms and Conditions, including the Limited Warranty policy being provided. Please refer to the Warranty Information which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” We regret that Ms. [redacted] continues to experience concerns with her replacement handsets. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] is having issues with her data service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms. [redacted] should expect moderate coverage indoors, and satisfactory outdoor coverage. In addition, our records confirm that we have recently made improvements to the coverage in Ms. [redacted] area during our recent modernization efforts, using our 700 MHz LTE and 1900MHz LTE spectrum. Please note that Ms. [redacted] Apple iPhone 6 Plus handset is not compatible with these bands of service, and as such, Ms. [redacted] data concerns would likely improve with an upgraded handset. As a courtesy to Ms [redacted] and in an effort to amicably resolve this matter, T-Mobile has offered to exchange Ms. [redacted] current Apple iPhone 6 Plus handset for a Certified Pre-Owned Apple iPhone 6s Plus handset, allow Ms. [redacted] to take advantage of our upgraded LTE coverage in her area, at no cost. Alternatively, as Ms. [redacted] indicated she does not wish to receive a Certified Pre-Owned handset, T-Mobile has offered a discount in the amount of $266.00 off the cost of any upgraded handset purchase, in addition to allowing Ms. [redacted] to return her current iPhone 6 Plus to be relieved of the remaining Equipment Installment Plan (“EIP”) balance owed. Ms. [redacted] is currently considering her options and has been advised that these offers will be available to her for 30 days, through February 9, 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. Kayla J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:They offered me the same promotion when I ordered second time. In fact, I would not order if I was not offered the same promotion. Since they influenced me in ordering me for the 2nd time with the same promotion, now they just can't deny from giving me the promotion. 
Sincerely,
[redacted]

October 17, 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 October 12, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
T-Mobile regrets to hear that Ms. [redacted] has concerns regarding the return of her handsets and that she has chosen another wireless service provider. T-Mobile records reflect that on June 24, 2016 that Ms. [redacted] purchased two Samsung Galaxy S7 Edge handsets at a cost of $789.99 each and two SIM Starter Kits at a cost of $20.00 each totaling $1619.98.  T-Mobile records further reflect that on July 5, 2016 that Ms [redacted] returned the handsets and that a refund was requested to the original form of payment for $1479.78, which is the cost of the two handsets minus a $50.00 restocking fee per handset.  However, as the result of an inadvertent error, the refund was not processed.
 
On August 24, 2016, $1519.98 was charged back to T-Mobile as Ms. [redacted] disputed the transaction with her financial institution and $1519.98 was debited to Ms. [redacted]’s T-Mobile account.  On September 12, 2016 T-Mobile issued a credit to the account for $1519.98.  On September 21, 2016 T-Mobile was notified by Ms. [redacted]’s financial institution that the chargeback was being reversed and $1519.98 was returned to T-Mobile.
 
However, on October 14, 2016 T-Mobile issued a refund for $1619.98 to Ms. [redacted] which she should be received at her financial institution within one to three business days.  Thus, Ms. [redacted] was refunded for the cost of the handsets as well as the SIM Starter Kits and paid no restocking fee for the returned equipment.  Additionally, as Ms. [redacted] has cancelled her service with T-Mobile, as a gesture of goodwill, T-Mobile has agreed to refund Ms. [redacted]’s final service charges which will appear on the final billing statement to be issued on October 25, 2016.  We regret any inconvenience Ms. [redacted] may have experienced.
 
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 contacts with T-Mobile regarding the 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.
 
David T[redacted]
Executive Response

April 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 18, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his monthly bill and sim card delivery. T-Mobile records indicate that on March 27, 2016, Mr. [redacted] spoke to our Telesales department to activate two lines of service. Mr. [redacted] ordered a Samsung Galaxy S7 Edge for the line ending in [redacted] and a sim card for his second line, ending in [redacted]. On March 31, 2016, the Samsung Galaxy S7 Edge was delivered and line ending in [redacted] was ported to T-Mobile. The line ending in [redacted] was not ported to T-Mobile at that time as a result of a non-working sim card that was delivered for this line. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to this. Please be advised that on April 14, 2016, Mr. [redacted] received a replacement sim card and his line ending in [redacted] was ported to T-Mobile. On April 2, 2016, T-Mobile issued a bill with the due date of April 22, 2016, in the amount of $108.26 which included $93.26 for services rendered taxes and fees from April 2, 2016, to May 1, 2016, and $15.00 for 6 gigabytes (“GB”) of data on the line ending [redacted]. The above-mentioned billing details are also displayed on Mr. [redacted]’s My T-Mobile.com account. On April 6, 2016, T-Mobile removed the 6 GB data service and added 2 GB of data which is no additional cost monthly. As a result, Mr. [redacted] current monthly bill is estimated to be $106.71 plus taxes and fees, which includes $80.00 for our Unlimited Talk and Text Simple Choice North America rate plan, with 2GB of data for each line, and $26.71 per month for the equipment installment plan on his Samsung Galaxy S7 Edge. On April 18, 2016, T-Mobile explained the above-mentioned information and agreed to provide Mr. [redacted] an adjustment of $50.00 as a gesture of goodwill. Mr. [redacted] was satisfied with this offer and the information provided. Mr. [redacted]’s account reflects a credit balance of $50.00. 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

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 TMobile! Very happy with the response of the team. Thanks a lot Revdex.com!!!
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. We have been in ongoing communications to resolve this. they did offer to solve my problem in a way that I find satisfactory (I'm still waiting for the phone the were sending in the mail, but I guess is just a matter of time now which I have no problem waiting). Just to state, my problem with the color was not the main cause of my complain but also the treatment I received after. I hope the others customers don't suffer the same issue. I really appreciate the intervention of Revdex.com in my regard. Also I'm grateful that T-mobile did step forward and was willing to solve the issue for me. 
Sincerely,
Jonathan [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. Sincerely, [redacted] after I receive the amount stated I will ask for this matter to be closed

July 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 21, 2016, 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 her concerns within this letter. T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate that on December 31, 2015, Ms. [redacted] entered into a JUMP! On Demand lease by selecting an Apple iPhone 6S handset. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. Please note that Ms. [redacted]’ T-Mobile account was cancelled on July 2, 2016. Due to account cancellation, the remaining lease payments as well as the purchase option price have been assessed and will appear on the billing statement dated August 3, 2016. Upon speaking to Ms. [redacted] on July 27, 2016, she informed T-Mobile that she did not authorize the payments of $57.64 made on June 14, 2016, and $18.57 made on July 14, 2016. Please note that these payments covered Ms. [redacted]’ monthly access charges from May 3, 2016, through July 2, 2016. On July 27, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile agreed to refund Ms. [redacted] $76.21 for the two above-mentioned payments. Additionally, T-Mobile will allow Ms. [redacted] to return her Apple iPhone 6S handset directly to my attention within 30 days of the date of this letter at: Executive Response Team Attention: William B[redacted] 1201 Menaul Blvd NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $321.50 for the remaining lease payments and the purchase option price on Ms. [redacted]’ JUMP! On Demand lease. As of July 27, 2016, Ms. [redacted]’ 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. William 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  response is not satisfactory to me. However, most of the response is satisfactory because I accepted the agreement provided at the time of the call that I can complete the jump for both lines however my line has to be completed manually due to the error.  According to the response letter, that I did not agree with that the executive mentioned that, "on October 6, 2015, Ms. [redacted] was sent an electronic agreement in order to transfer a Samsung Note 4, an iPhone 6 Plus Impact Shield, an iPhone 6 Plus Purple Case, and an LG X100 speaker from account number ending in [redacted] to her current T-Mobile account number mentioned above. Our records confirm that Ms. [redacted] did not provide her electronic signature for the aforementioned equipment, and as such the equipment was not transferred to her current T-Mobile account and remained on account number ending in 9794. A review of Ms. [redacted]’s account confirms that she is currently subscribed to our Simple Choice 10GB rate plan for $100.00 per month which includes two lines of service with unlimited calling, unlimited texting, and 10GB of mobile data per line. Ms. [redacted] has also elected to pay $12.00 per device totaling $24.00 plus taxes for our Premium Handset Protection (“PHP”) with JUMP! feature. Based on this information, it is our positon that Ms. [redacted] has been billed according to the selected rate plan and features mentioned above.
However, Ms. [redacted] and I have documentation that the forms were sent and received confirmation in October from the representative that everything was received and the plan would stay the same.  So I disagree with that statement and I apologize that this was dragged out from November until now.  Nevertheless I am grateful for Mr. B[redacted] courtesy, professionalism and quick resolution.  Additionally,  Mr. B[redacted] resolved the issue with Ms[redacted] account and also offered a resolution with the Note 4 on my account and I will have that updated soon and also found the error with the plan and corrected the error at this time which allow myself and my child line to Jump the lines twice a year instead of the current  Jump protection that T-mobile offers to pay more than half before you can Jump because that's the feature I had when I initially requested to do the change of ownership.  I appreciate his time and quick response to resolve this matter. Especially, since it was outside of the allotted time to do so. Ms. [redacted] has been with T-Mobile for more than a decade and I was on their account for approximately five years so  I do not have any other concerns at this time as long as the resolution provided is honored.Sincerely, [redacted]-[redacted]

January 7, 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 December 26, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted]; however our attempts have been unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any misunderstanding surrounding Ms. [redacted]’s monthly recurring costs and coverage. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. The coverage map at www.T-Mobile.com predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. It may include locations with limited or no coverage. Our maps do not guarantee service availability. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issues. It is important to note that we have no record of Ms. [redacted] contacting us with issues regarding her coverage prior to contacting your office. Should Ms. [redacted] continue to experience difficulties with the service, T-Mobile requests that she please contact our Technical Support at 1-800-937-8997 with details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. T-Mobile records indicate Ms. [redacted] activated two lines of service on October 23, 2015. Ms. [redacted] subscribed to the Simple Choice Unlimited Talk, Text and Data for $140.00 plus applicable taxes and fees, and premium handset protection for two lines for $20.00. Additionally, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the leasing of an Apple iPhone 6 Plus and an Apple iPhone 6. JOD is a payment option that allows eligible customers to lease handsets by making a down payment at the time of purchase and agreeing to pay 18 monthly installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $417.99 and agree to a series of 18 monthly installments in the amount of $35.34. Please be advised that after the 18 month agreement customers must either return the device or pay the buyout price to own the device. The buyout price is a portion of the total purchase cost of a device that customers agree to pay if they choose to keep the equipment after the end of the lease period, or cancel the service prior to the end of the lease period and do not return the equipment. The buyout price amount may vary based upon equipment type. T-Mobile reviewed Ms. [redacted]’s billing statement and did not locate a billing statement that indicated she owed $250.00. Ms. [redacted] can expect her monthly access charges and JOD payments to be $195.34 plus applicable taxes each month. It is T-Mobile’s position that Ms. [redacted] is being billed in accordance to her selected rate plan, features and JOD agreements. In an effort to amicably resolve Ms. [redacted]’s concerns, should Ms. [redacted] wish to cancel service, she may contact me at the information listed below at which time T-Mobile will work with Ms. [redacted] to address her concerns. We ask that Ms. [redacted] contact me by January 20, 2016. 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. Ty R[redacted] Executive Response

April 17, 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 April 5, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Mr. [redacted], and resolved the matter to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted]’s experienced regarding plan and Change of Responsibility issues. A Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.
T-Mobile records indicate that on November 25, 2016, Mr. [redacted] purchased an Apple iPhone 7 128 GB through T-Mobile’s Equipment Installment Plan (“EIP”) program, wherein he was required to remit a down payment in the amount of $99.99, plus taxes on the full retail price, and agreed to 24 monthly installments in the amount of $27.09.
On February 18, 2017, T-Mobile records indicate a COR was performed on the mobile numbers ending in [redacted] and [redacted]. Upon requesting a COR, Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. Furthermore, it is important to note that the new customer must provide authorization in the form of an electronic signature via email to complete the transfer of the EIP.
Please note at the time of the above-referenced COR, T-Mobile did not receive the authorization to transfer the above-referenced EIP. As such, the EIP remained active on Mr. [redacted]’s account, and continued to bill in monthly installments. On April 1, 2017, T-Mobile successfully transferred the EIP to the new account.
In addition, T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his monthly rate plan. Records confirm that Mr. [redacted] was subscribed to the T-Mobile ONE @Work promotional rate plan from December 29, 2016, through March 29, 2017, which provides unlimited talk, text, and high speed LTE data services starting at $130.00 for two lines per month. Please note that any additional line(s) is $45.00 per month. Upon investigating Mr. [redacted]’s billing concerns, it is T-Mobile’s position that he was billed in accordance with the rate plans and features to which he subscribed.
However, on April 11, 2017, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], T-Mobile agreed to change Mr. [redacted]’s plan to the promotional T-Mobile ONE All In rate plan which provides unlimited talk, text, and high speed LTE data services starting at $110.00 per month for two lines of service. Please note, by enrolling in AutoPay, Mr. [redacted] receives a monthly bill credit in the amount of $5.00 per line. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Mr. [redacted] will continue to receive the monthly promotional credits as long as he remains enrolled in AutoPay.
Additionally, on April 11, 2017, T-Mobile applied a one-time credit in the amount of $133.34 towards Mr. [redacted]’s account for the pricing difference of both of the above-referenced rate plans for the past two billing periods, including the EIP installments for the above-referenced iPhone 7. Pursuant to our conversation, Mr. [redacted] confirmed that the matter is resolved, and he has no further concerns.
At this time Mr. [redacted]’s account remains active with a balance of $235.68 consisting of monthly access charges, equipment installments/ lease payments, as well as applicable taxes and fees from the billing statement dated March 29, 2017, which is due on April 21, 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 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

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

receipt of your correspondence dated December 31, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding equipment charges billed to his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ contact with our Customer Care department. T-Mobile records indicate on October 20, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG V20 device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. Mr. [redacted] can make additional payments at any time which will reduce the number of payments required or pay the total balance in full at any time. At the time of purchase, Mr. [redacted] was asked to make a down payment of $49.99 and pay the taxes on the full retail price, and agreed to a series of 24-monthly installments of $30.00. Please note that when a customer initiates an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cycle. Please be advised that Mr. [redacted]’ account is billed in arrears, as such the monthly billing statements reflect services provided during the prior month. Mr. [redacted]’ October 21, 2016, billing statement was in the amount of $191.18 and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from September 21, 2016, through October 20, 2016. On November 18, 2016, T-Mobile received a payment in the amount of $191.18. T-Mobile does not have record that we received a request for this payment to apply towards Mr. [redacted]’ LG V20 device EIP agreement and regret any confusion on this matter. Mr. [redacted]’ November 21, 2016, billing statement was in the amount of $178.42 and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from October 21, 2016, through November 20, 2016. On December 9, 2016, Mr. [redacted] initiated a payment in the amount of $240.00 towards his LG V20 device EIP agreement. On December 18, 2016, T-Mobile received a payment in the amount of $178.00. These payments impacted the balance on the account in the amount of $178.42 and left a credit balance of $239.58. That same day, due to an inadvertent error, an additional payoff in the amount of $239.58 was initiated for Mr. [redacted]’ LG V20 device EIP agreement. Mr. [redacted]’ December 21, 2016, billing statement was in the amount of $647.60 and consisted of monthly access charges, monthly equipment charges, and applicable taxes for the billing period from November 21, 2016, through December 20, 2016, and the two LG V20 device EIP agreement payments. As Mr. [redacted]’ account carried a credit balance of $239.58, the amount appearing owed on his monthly billing statement was in the amount of $408.02. In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $240.00. This adjustment impacted the account balance in the amount of $408.02 and leaves a remaining balance of $168.02. T-Mobile advised Mr. [redacted] that a response to your office will be completed prior to an updated billing statement being sent and he advised this was acceptable in lieu of an updated monthly billing statement. Mr. [redacted] was provided with the below number and extension for his records. 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. Jennifer G[redacted] Executive Response

August 4, 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated July 31, 2016, regarding the above-referenced prepaid mobile number. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to his service experience. T-Mobile records confirm that on July 26, 2016, Mr. [redacted] purchased and activated a T-Mobile prepaid account with a mobile number ending in [redacted] and subscribed to T-Mobile’s Simply Prepaid plan offering unlimited minutes and text messaging and 3GB of high speed data. In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his home. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect moderate coverage. Please be advised that T-Mobile’s prepaid service covers thirty days in advance and is non-refundable as well as purchased SIM cards. However, in an effort to amicably resolve this matter, on August 2, 2016, T-Mobile has processed a refund in the amount of $62.15 in which Mr. [redacted] paid at the time of activation for thirty days of service and for the SIM card purchase. Please allow up to seven to ten days for delivery of the prepaid refund card. T-Mobile regrets any concern Mr. [redacted] experienced regarding his interaction with T-Mobile’s retail staff. We strive to be professional and courteous to our customers. We also make every effort to provide complete and accurate information to our customers. T-Mobile appreciates Mr. [redacted]’s feedback and will continue to work towards providing the award winning service we are recognized for. 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. Oscar T[redacted] Executive Response

[redacted]
April 17, 2018
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 5, 2018 regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] has experienced with regards to his handset. T-Mobile and other wireless carriers have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated. A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (“IMEI”) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. Unfortunately, T-Mobile will not be able to have the device unlocked at this time. As such, it cannot be used on our network.
It is important to note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. One of those requirements is that the handset needs to be paid off in full. T-Mobile offers our customers the convenience of a temporary unlock for traveling purposes for up to 30 days the handset will be locked again after the timeframe has expired.
Unfortunately, the handset is not eligible to have the IMEI block removed. Mr. [redacted] may contact the person from whom he purchased the handset from for more information. 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. 341-7805.
Very truly yours,
T-MOBILE USA, INC.
Belen L[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.
However, as a matter of record for this compliant and education for Tmobile and other consumers I note the following.
I agree with Tmobile that a balance was owed, however as explained to Tmobile when a customer depends on the information provided by their i.e Tmobile customer service reps and that information is incorrect, there is an issue. Not only with the information being inaccurate but also the customer service reps being difficult and unwilling to work with a customer who in good faith acknowledged that there was an issue with the balance and to come to a responsible solution.  
With all this said, the customer service rep who reached out to me to resolve the balance was professional and went above and beyond to resolve the issue at hand.
In the end this issue has been resolved and Tmobile stepped up and handled it. 
Sincerely, 
[redacted]

Complaint: [redacted]I am rejecting this response because:
T-Mobile is liars. The communication contained in their letter is a lie.
They made a single effort to contact me, after business hours at 6 PM a few nights ago. The only other message was a call at 11 PM the same night to inform me that they would be on Christmas break until January 2nd.
My history of unlocks and device resets STEMS from my terrible reception and signal issues. T-Mobile is omitting the repeated efforts by storeside personnel over a dozen visits and a period of months (undocumented perhaps?) to have my issue resolved - unsuccessfully. I began every call to T-Mobile representatives with the explanation it was my poor service and reception I was attempting to get addressed. 
If their representatives failed to document that, it is regrettable. Everything they have said is either untrue or a blatant statement of obvious fact. Really, you think telling me my data usage and that I am authorized on this account is helpful communication? It's like a high schooler trying to fill in space in a required essay.
I am abundantly disgusted by T-Mobile's efforts to sweep this under the rug. Once more, one-bar service from a one-note carrier.
Sincerely,
[redacted]