T-Mobile Usa Inc

April 5, 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 24, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to receiving credits for a free line of service.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 Lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the voice lines active, he is eligible for the free promotion.
T-Mobile records show that on November 21, 2016, Mr. [redacted] activated a new line of service for the promotion mentioned above. Regretfully, it does appear that our system is reading Mr. [redacted]’s promotion incorrectly and he was not receiving his monthly promotional credits. However on March 11, 2017, the matter was corrected and Mr. [redacted] will receive his promotional credits moving forward.
In order to resolve the matter, on March 28, 2017, T-Mobile contacted Mr. [redacted] and applied a credit in the amount of $170.44 to cover the cost of the additional line that he had been charged. Additionally, Mr. [redacted] requested to cancel the line of service which T-Mobile cancelled effective the same day. As a courtesy, T-Mobile also applied an additional credit of $140.00 to cover a free month of service. Mr. [redacted] was left with a credit balance in the amount of $310.44 and he accepted this as resolution to his 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.
Jimmie P[redacted]
Executive Response

May 30, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         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 May 17, 2017, regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] has been designated as an Authorized User on the account by Mr. [redacted].  T-Mobile made attempts to contact Ms. [redacted] that have proven unsuccessful.  At this time, T-Mobile will respond to both you and Ms. [redacted] with this letter.    T-Mobile regrets that Ms. [redacted] has concerns with the performance of the Samsung Fast Charge stand.  T-Mobile records indicate that the Samsung Fast Charge was purchased with our Equipment Installment Plan (“EIP”) on April 17, 2017.  Per Samsung’s website, http://www.samsung.com/us/mobile/mobile-accessories/phones/fast-charge-wireless-...⇄ the Samsung Fast Charge is compatible with Samsung Galaxy Note 5, Samsung Galaxy S6 EDGE Plus and later models, which includes the Samsung Galaxy S7 handset.  T-Mobile regrets if the accessory did not meet Ms. [redacted]’ needs.  However; the equipment is no longer within the 14-day return period.  Ms. [redacted] may want to consider contacting Samsung directly at (888) 987-4357 to request that they replace the accessory as it is still within their limited 12-month warranty.  Please note that after the return period, accessories need to be replaced during the first 12-months directly from the equipment manufacturer.    As a gesture of goodwill, on May 30, 2017, T-Mobile closed the EIP for the Samsung Fast Charge and the balance of $64.15 for the accessory will not be charged to the account.  T-Mobile is not asking for the equipment to be returned although we would still encourage Ms. [redacted] to contact Samsung for assistance with replacing the Fast Charge so that she may utilize the Fast Charge. T-Mobile appreciates the [redacted]’ business and we regret any inconvenience that they may have experienced.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response

May 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 4, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. We also make every effort to provide complete and accurate information to our customers. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
At T-Mobile, we believe everyone deserves a great smartphone. That's why we launched Smartphone Equality which is a program that helps customers get the best pricing on our smartphones and other devices, regardless of their credit score. Customers must simply pay their T-Mobile bill on time for 12 consecutive months, and they will have access to the pricing available to well-qualified customers. Upon a careful review of Mr. [redacted]’s above prepaid account, T-Mobile has confirmed that he is eligible for the Smartphone Equality program and we regret any confusion he encountered when attempting to take advantage of the offer.
As of May 10, 2017, Mr. [redacted] has converted his prepaid phone number to postpaid account number [redacted]. The account was subscribed to the T-Mobile ONE All Inclusive rate plan at the cost of $75.00 per month including applicable taxes and fees. Mr. [redacted] can receive a $5.00 monthly discount by enrolling in our AutoPay service which 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. Please note that all well-qualified customers are required to make a down payment at the time of financing a new device via our Equipment Installment Plan program as well as pay the sales tax for the full retail price of the device selected.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted]
Executive Response

May 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 May 11, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] has concerns with the information he received when checking the status of his handset’s International Mobile Equipment Identifier (“IMEI”) number.  T-Mobile confirmed that Mr. [redacted]’s Samsung Galaxy S6 EDGE handset with IMEI number [redacted] was successfully unlocked.  In addition, as of May 12, 2017, the website https://www.t-mobile.com/verifyIMEI.aspx confirms that this IMEI is unlocked.  For your convenience, we attached the response that we received when we entered Mr. [redacted]’s IMEI number, [redacted], in the search engine for the above mentioned IMEI verification tool, which states: “Congratulations! Your device is ready for use.  Select one of SIM cards from the previous page to get started.”   T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response   *Enclosures

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]

March 23, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 13, 2016 regarding the above-referenced prepaid number. We are glad to inform you that we have been in touch with Ms. [redacted] and have agreed to a resolution to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. A review of Ms. [redacted] account indicates that on November 8, 2015, she activated the mobile number ending in [redacted] on prepaid service and subscribed to the $50.00 North America 30 Day 5GB On-Demand Pass which is a renewable monthly plan. Further records confirm that Ms. [redacted] elected to sign up for automatic payment wherein payments were to automatically deducted and paid on the 7th of each month. Please note that customers have the option to discontinue the automatic plan renewal at any time and T-Mobile will comply with the customer’s request. Upon receipt of Ms. [redacted] correspondence we reviewed her usage and from the dates of November 1, 2015, through December 8, 2015, we were able to verify usage. On December 1, 2015, a payment of $50.00 was posted on Ms. [redacted] account which provided her with service from December 8, 2015, through January, 8 2016. Further review of Ms. [redacted] account confirms that she utilized the service between December 8, 2015 and January 8, 2016. However, our records show that there was no additional usage after January 8, 2016. As Ms. [redacted] was enrolled in the automatic payment program, another payment of $50.00 was posted to her account on January 7, 2016, which was for the next bill cycle from January 8, 2016, through February 8, 2016. Additional payments posted to Ms. [redacted] account in the amounts of $50.00 on February 7, 2016, and $50.00 on March 8, 2016. T-Mobile records show that on March 12, 2016, Ms. [redacted] contacted Customer Care and requested the removal of the automatic payment option from her account as she was no longer using the service. While we do regret any misunderstanding, it should be noted that T-Mobile’s prepaid service is non-refundable. As such, no refunds or other compensation is given for unused airtime balances, lost or stolen prepaid cards or coupons. However, in an effort to amicably resolve this matter, on March 17, 2016, T-Mobile provided a refund to Ms. [redacted] in the amount of $100.00. This refund will be delivered to Ms. [redacted] in the form of prepaid card mailed to the address listed on her correspondence. Ms. [redacted] has accepted this offer as resolution to her satisfaction and her prepaid account remains cancelled with a zero balance. We regret any inconvenience this matter has caused 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. Sal O[redacted] Executive Response

April 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 March 25, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his coverage and his most recent billing statement. T-Mobile records reflect that Mr. [redacted] contacted T-Mobile on July 2, 2014, with coverage concerns. T-Mobile records further confirm that in 2014 it was determined that Mr. [redacted] would need a coverage device in an effort to enhance his coverage at home. It is important to note that a coverage device is assigned to a voice line on the customer’s account and once voice line is canceled coverage device is requested to be sent back.
As such, our records confirm that a 4G/LTE Signal Booster was ordered for Mr. [redacted] on July 2, 2014. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance.
Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, our records confirm that the deposit has been waived as a courtesy for Mr. [redacted]. It is important to note that if the coverage device is not returned upon cancelation of service, there is up to a $375.00 non-return fee that is assessed to the account. If returned with physical damage, the fee is $35.00.
T-Mobile records reflect that on February 22, 2017, Mr. [redacted] transferred mobile number ending in [redacted] to another carrier, cancelling service to this number. As this was Mr. [redacted]s only voice line Mr. [redacted] was then sent a prepaid shipping label to return the coverage device assigned to his account. It is important to note that T-Mobile records reflect that Mr. [redacted] activated a new line of service with mobile number ending in [redacted] on February 25, 2017.
Additionally T-Mobile records reflect that Mr. [redacted] transferred mobile number ending in [redacted] back to T-Mobile to replace mobile number ending in [redacted]. Please be advised that T-Mobile has no records of receiving Mr. [redacted]’s coverage device and no records of Mr. [redacted] requesting to keep coverage device. As such, Mr. [redacted] has been billed a $375.00 plus tax non-return fee on his billing statement dated March 24, 2017.
T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Mr. [redacted]’s account and based on the coverage map, confirms that his account address is in an excellent coverage area with no known issues.

Our records indicate that Mr. [redacted]’s account is subscribed to the T-Mobile ONE rate plan, which includes unlimited minutes, text, and data. T-Mobile reviewed the billing statements from February 24, 2017, through March 23, 2017 and over the course of this month, Mr. [redacted] used a total of 550 minutes with calls as long as 45 minutes, sent and received multiple text messages and used an average of 25,692 megabytes (25.69 gigabytes) of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider the charges to be valid.
If Mr. [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care 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.
In an effort to amicably resolve Mr. [redacted]’s concern T-Mobile has updated the status for Mr. [redacted]’s coverage device which was assigned to his account to reflect that the device is still in use. As such the above non-return fee has been reversed leaving his account with a balance of $172.63 due on April 16, 2017. It is important to note that Mr. [redacted] is still required to return his coverage device upon the cancelation of his account to avoid the non-return fee to be charged again. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted]
Executive Response

May 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 11, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’ concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his billing experiences. T-Mobile records confirm that since February 3, 2017, Mr. [redacted]’ account is subscribed to T-Mobile ONE All In which is $110.00 per month for the first two lines of service. Any additional lines of service are an additional $45.00 per month per line of service. While subscribed to this rate plan, taxes and regulatory fees are included with the monthly recurring charge. It is important to note that any charges that are not part of the monthly recurring charges are subject to taxes, such as restore from suspension fees, international calls, and third party downloads to name a few as these are not covered by the rate plan.
In addition, while subscribed to this rate plan, Mr. [redacted] has the option to enroll in AutoPay to be eligible for a $5.00 discount per line of service. Please note that Mr. [redacted]’ account was enrolled in AutoPay on February 28, 2017; however, she removed the features on March 21, 2017. As AutoPay was removed Mr. [redacted]’, account is no longer eligible for the $5.00 per line discount.
On March 1, 2017, and only for a limited time, customers on an eligible rate plan who have a minimum of two voice lines can activate one additional line of service for free through monthly bill credits while maintaining account eligibility for the 2017 This One’s On Us promotion. On March 3, 2017, T-Mobile records indicate that Mr. [redacted] activated a new line of service under the promotion. Upon further review, the bill dated April 11, 2017, reflected the promotional credit on the mobile number ending in [redacted], however the bill dated on May 11, 2017, did not reflect the credit as the account was suspended for non-payment on April 30, 2017.
T-Mobile records confirm that to be eligible for the monthly bill credit the account must remain in a good standing status, otherwise the promotional credit will not apply until the account becomes current. As a result of Mr. [redacted]’ account being suspended for non-payment, the three lines of service currently on his account were subject to a $20.00 restore from suspend fee plus tax per line of service. As the account was suspended for non-payment, this also deemed the account ineligible for the monthly credit of $40.00 for the third line of service ending in [redacted]. It is T-Mobile’s position that Mr. [redacted] has been billed in accordance with his selected rate plan and features. The account currently reflects a balance of $269.24. 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

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

August 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 11, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding damage to her T-Mobile handset and we appreciate the opportunity to provide our response to this matter. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her devices. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! with Premium Device Protection Tier 1-3 feature for $9.00 per month per line of service. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
As Ms. [redacted] subscribes to device protection on all three lines of service on her account she has the choice to process a claim through Assurant, the third party provider, should her devices sustain physical or liquid damage which would void the manufacturer’s warranty. Please note that when a claim is filed a deductible is charged by Assurant. Please be advised that Assurant has terms and conditions separate from T-Mobile.
However, upon speaking to Ms. [redacted], on August 15, 2017, in an effort to amicably resolve the matter and to assist her with acquiring a working handset, T-Mobile applied a courtesy credit for the cost of the deductible in the amount of $20.00. At that time, Ms. [redacted] confirmed the matter is resolved.
Ms. [redacted]’s account remains active with a balance of $177.00 which consists of monthly access charges, monthly EIP charges, applicable taxes, and fees, from the billing statement dated August 7, 2017, and is due, on August 27, 2017. 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.
Brandon M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I attempted to call Chris back on the 14th of March.  He did not give me his last name nor a call-back number.  I used the number that came up on my phone.  No one on the other end knew who Chris was or how to get in contact with him.  Since then, I have not received a message from T-Mobile.  He told me on the 14th that they would be refunding my money yet my card has still not been refunded the remaining $11.83. This is a pattern of behavior for T-Mobile.  They say they will do something, but they don't follow through.  When I spoke to Josh on February 19th, he assured me that the account and the autopay had been cancelled.  Obviously that had not happened either. 
Sincerely,
[redacted]

August 9, 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 August 4, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile handset. Our records confirm that Mr. [redacted] is using a Samsung Galaxy S7 Edge that he recently purchased at full price from T-Mobile. T-Mobile provides customers with a one-year Limited Warranty on new handsets purchased from T-Mobile or T-Mobile authorized dealers. During the Limited Warranty period, T-Mobile will provide a replacement handset of the same or equivalent model with shipping charges based on shipping method, provided that the handset is in good physical condition with no modifications or damage. Our records indicate that Mr. [redacted]’s home button on his handset’s paint has peeled off. Samsung has not notified T-Mobile of any known issue of the paint peeling on the handsets and he would not be eligible for a handset exchange, due to physical damage. However, in an effort to amicably resolve this matter, on August 8, 2016, T-Mobile sent Mr. [redacted] a new Samsung Galaxy S7 Edge in exchange for the return of his Samsung Galaxy S7 Edge at no additional cost to him. Please allow five to seven business days for shipping with UPS. Mr. [redacted] may return his handset to my attention once he receives his new device at: T-Mobile USA, Inc. Attn: [redacted] T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. Mr. [redacted] please include the handset, battery, charger, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s excluding the paint peeling from his home button, Limited Warranty, the equipment will be returned to Mr. [redacted] and the full handset charge will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than September 8, 2016, to take advantage of this offer. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext.[redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

September 1, 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 August 29, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which proved unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets that Ms. [redacted] has additional concern regarding her account and we welcome the opportunity to respond. T-Mobile records reflect that Ms. [redacted]’s mobile number ending in [redacted] was subscribed to an insurance feature while the account was open. However, T-Mobile records do not reflect that Ms. [redacted] reported her handset as stolen. Additionally, if Ms. [redacted] elected to perform a handset upgrade at Costco, we would refer her to Costco to discuss possible return options.
T-Mobile records further reflect that Ms. [redacted]’s account was cancelled on July 31, 2017, and has a final balance owed of $1666.51. T-Mobile would be unable to consider Ms. [redacted]’s request to reestablish service with us until this balance is paid in full.
While T-Mobile would respectfully decline Ms. [redacted]’s request for credit to the account, please be advised that as a gesture of goodwill, on September 1, 2017, T-Mobile placed a collection hold on the account until November 1, 2017, to allow Ms. [redacted] additional time to make payment for the balance owed. However, should the account not be paid in full by this date, the account may be referred to a third-party collection agency. We regret 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.
David T[redacted]
Executive Response

September 11, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 4, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced regarding his rate plan. T-Mobile records confirm that on August 10, 2015, Mr. [redacted] elected to subscribe to our North American Unlimited Talk and Text + 10 Gigabytes (GB) 2 Lines for $100.00 rate plan. Please note that this rate plan includes 10 GBs per line and customers can add additional lines for $20.00 per month, per line up to ten lines. Please be advised that T-Mobile has respectfully declined Mr. [redacted] request to reduce the above mentioned rate plan. However, in an effort to amicably resolve Mr. [redacted] concerns, T-Mobile has issued a credit in the amount of $82.00, which shall apply to Mr. [redacted] billing statement dated August 28, 2015. Additionally, T-Mobile has changed Mr. [redacted] rate plan to our Select Choice Family Unlimited Talk and Text with each of his lines of service. The additional features include the $10.00 3 GB data plan and insurance. Mr. [redacted] can expect his monthly service cost to be $95.00 prior to applicable taxes and Equipment Installment Plan charges. Please note that Mr. [redacted] account remains active with a balance of $155.74. 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 Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]. Very truly yours, T-MOBILE USA, INC. Ruben A[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. I really do appreciate having this resolved as this has been a long time waited. Sincerely, [redacted]

September 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 September 10, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] had with his Binge On feature and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile record indicates that Mr. [redacted] subscribes to our Simple Choice North America Unlimited Talk Text and Data rate plan for $50.00 per month. The rate plan offered unlimited nationwide minutes, domestic messaging and on network data usage, with the first two (2) GB at up to 4G/LTE speeds. Our records indicate that Mr. [redacted] elected to add the Simple Choice Unlimited Data & 14GB of Hotspot feature for an additional $45.00 per month. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. T-Mobile records that the Binge On feature was enabled on August 12, 2016 and then disabled on August 15, 2016 via My T-Mobile.com. On September 1, 2016, Mr. [redacted] contacted T-Mobile to change his current rate plan to our T-Mobile ONE rate plan with AutoPay for $70.00 per month for one line of service. Mr. [redacted] enabled the AutoPay feature and was advised that his rate plan change would take effect at the beginning of his next bill cycle on September 28, 2016. Please be advised that the T-Mobile ONE rate plan allows Mr. [redacted] to have access to unlimited access to talk, text and high speed mobile data. T-Mobile originally designed T-Mobile ONE as an innovative solution that actually provides a substantial discount to its customers. Because most T-Mobile customers view video on small screens where high-definition (“HD”) offers few or no advantages over the standard-definition (“SD”) quality that T-Mobile is providing under T-Mobile ONE, this offering was seen as a great fit for the majority of customers. Those customers are able to choose SD video in exchange for a substantial discount, while continuing to enjoy an unlimited experience. This also frees up network resources and improves network performance for all customers. Please be advised that due to an inadvertent error, Mr. [redacted]’s Binge On feature was enabled on September 1, 2016. Upon further reviewed T-Mobile determined that Mr. [redacted] was not able to disable the feature via My-T-Mobile.com. It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his Binge On feature. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem. 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 then attempt to resolve the customers concern. On September 14, 2016, upon speaking to Mr. [redacted], T-Mobile disabled the Binge On feature. In an effort to amicably resolve the matter, T-Mobile issued a credit in the amount of to $22.50 and as such, Mr. [redacted]’s account now reflects a credit balance of $22.50. Mr. [redacted] was satisfied with the 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

Complaint: [redacted]
I am rejecting this response because:Dear [redacted], Thank you very much for your response! I appreciate your time to look over my account. You first mentioned that “On February 13, 2016, T-Mobile records reflect Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6s Plus. Ms. [redacted] was not required to make a down payment; however, she agreed to a series of 24-monthly installment payments in the amount of $31.25. Please be advised that if a JOD or an EIP agreement is cancelled prior to the completion of said agreement, the remaining balance is due immediately.” But I was not informed of this in any format by t-mobile, not by message, not by email or phone call.  I was asked to make a down payment of $100 when I ordered the phone and I paid $100.  When we purchased two iPhone 7 devices last September, we asked the store staff whether we should pay off iPhone 6s first to get eligible for the promo, She answered NO and she quickly made the orders for us. we were misled by her. A week later we realized and called the customer service to confirm it, we were asked to pay off the balance of $305 and we paid over phone, at that time, we were told once we make that payment, we would be eligible for the promotion. But we were misled again, If we knew earlier that even we made the payment we wouldn’t get the promotion, we would have the chance to cancel our order since the order was not shipped until a month later. in that way, we can still use our old iPhones and save a lot of money.the other hand, if we were told by the store staff that we should pay off and purchase the phone to get the promotion, we would do that because, we already paid for over a year and no much balance left. then we would get the promotion. however, we were told the wrong information more than once. We ask you to find the recorded voice to confirm our conversation, and look for the video record from the store (the store in Houston medical center) to confirm this, since we spent a lot of money on the new phones and we didn’t get any credit as was promised by T-mobile staff. no matter how you explain this, we were misled by your staff and We determined that we will NOT pay for your mistakes.  the fact is we were charged twice, the first payment was made over the phone by my visa credit card on the day (10/20) that I talked to custom service. the first payment of $305 was clearly shown on my visa card statement (attached) but I don’t understand why you couldn’t track my first payment.  the second payment was made by my master card (auto pay to the bill, credit card statement was attached) and it was reflected in my T-mobile account. I paid  $563.33 on 12/4 for the Nov-Dec bill which include the second charge of $305. It was a repeat charge of $305. please confirm We appreciate your offer of $200 credit for each of the two iPhones (me and my husband), thank you! but we still hope you can help look at the repeat charge of $305. and we hope you can help us to change our account from JOD to EIP, since when we ordered the iPhones, we intended to do EIP but were put on JOD.  I’m quite busy with my work, so I prefer to communicate via email.  Thank you for your help!
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
they're not telling the truth about this situation. I submitted the [redacted] bill to them online via there reimbursement website and after that I was only notified that my reimbursement would be processed. I even called a tmobile associate while I was filling it out to ensure that I was properly giving them all the information that they needed. And then I was told that it would take up to 2 months for my request to be processed. After waiting 2 months they didn't notify about any updates, so I called them and when I asked about my reimbursement, the T-Mobile associate notified me that my reimbursement was still processing. So then I asked them if everything is fine with what I sent them, and they told me yes, but I just need to wait longer in order to receive my reimbursement. Now when we approach you, the gentleman is saying that he never received our information regarding the [redacted] bill so I sent him all the [redacted] bills again yesterday to his attention. Please do not close this case until everything is settled.
Sincerely,
[redacted]

March 15, 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 2, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.   We are truly sorry to hear that Ms. [redacted] had anything but a great Un-Carrier experience while working with our Customer Care and Retail Sales team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret this has not been Ms. [redacted]’s experience and we hope we can fix that by providing coaching and feedback to our teams. Without the support of our valued customers, such as you, we wouldn’t be able to continue our movement and growth.   According to our records on March 3, 2017, Ms. [redacted] placed an order for a new iPhone 7 32GB through our JUMP! On-Demand program (“JOD”). JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost with paying taxes over the 18 month lease agreement. Please note that not all of our retail locations have JOD available and will offer our customers an alternate financing option where they would be required to pay taxes up front through our Equipment Installment Plan (“EIP”). We apologize for the inconveniences that this caused Ms. [redacted].   Nevertheless, we have confirmed that Ms. [redacted]’s order was delivered on March 6, 2017. Additionally, as a courtesy for the experience she has encountered, and in an effort to regain her confidence, we have issued a $100.00 towards Ms. [redacted]’s account. Please note that on March 10, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her 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

April 8, 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 5, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Ms. [redacted] encountered regarding her handset, and appreciates the opportunity to respond to her concerns.
Please be advised that by using a new handset purchased from T-Mobile, Ms. [redacted] receives a one-year Limited Warranty for her Apple iPhone 7 Plus handset which is provided by the manufacturer. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.
Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile regrets to learn that Ms. [redacted] is unhappy with theT-Mobile’s Handset Exchange Program.
Please be advised that on April 7, 2017, T-Mobile contacted Ms. [redacted] and advised her of her options under the Limited Warranty which she declined. As a gesture of good faith, and as a courtesy to Ms. [redacted], T-Mobile offered to provide her with a new Apple iPhone 7 Plus handset free of charge so long as she returns her defective handset to my attention within 30 days of the date of this letter. Ms. [redacted] may remit her defective device to:
T-Mobile USA, Inc.
Attn: A[redacted] 1201 Menaul Blvd., NE
Albuquerque, NM 87107
T-Mobile encourages Ms. [redacted] to use a traceable carrier and keep the tracking number for her records as we are not responsible for equipment being returned. Please be sure the Find My iPhone feature has been disabled and you include the charger along with a note with your name and account information so the return can be processed expeditiously. Once T-Mobile has received the device we will inspect it to confirm the Find My iPhone feature has been disabled and there is not physical or liquid damage which would void the warranty. If it is found that the warranty is voided, the device will be returned to Ms. [redacted] and no compensation will be issued. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail P[redacted]
Executive Response