T-Mobile Usa Inc

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any ongoing concerns experienced by Mr. [redacted] regarding our Limited Warranty exchange program and his handset concerns.
As indicated in our original response, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within 15 miles of the customers billing address. Mr. [redacted] contacted T-Mobile on April 10, 2017, and discussed his replacement options. At this time, Mr. [redacted] was made aware that he could process an exchange; however, the equipment would have to be sent to a T-Mobile retail store. Unfortunately, Mr. [redacted] declined to have his equipment shipped to a local T-Mobile retail store as part of our T-Mobile Limited Warranty exchange program.
Customers who process a warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the transaction is processed. Customers are advised of and must agree to the Service Warranty Processing Fee prior to the exchange being completed. Therefore, should Mr. [redacted] elect to process his warranty exchange through T-Mobile, he would be responsible for the $5.00 Service Warranty Processing Fee.
However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile will agree to send Mr. [redacted] a Limited Warranty exchange to his home directly. Please note Mr. [redacted]’s exchange will be a like-new handset. Furthermore, T-Mobile will agree to waive the Service Warranty Processing Fee as a one-time gesture of goodwill. Please note, Mr. [redacted] will be held responsible for any non-return fees or out of warranty fees that may be applicable to his Limited Warranty exchange. Mr. [redacted] may reach me at the number listed below to process his exchange.
Should Mr. [redacted] not be satisfied with the options provided to him by T-Mobile, he may contact Apple directly for further replacement options. Furthermore, T-Mobile would respectfully decline Mr. [redacted]’s request for further compensation as he has been made aware of his replacement options, however has elected not to process his Limited Warranty exchange as in line with our exchange policy. 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.
Martin G[redacted] Executive Response

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

receipt of your correspondence dated September 27, 2016, regarding the above-referenced account. We regret to hear that Ms. [redacted] has concerns regarding her payment arrangements. Please be advised on August 29, 2016, Ms. [redacted] contacted Customer Care and requested a payment arrangement for her outstanding balance of $936.01, in two installments which consisted of a carried over past due balance for several months of services. On September 6, 2016, a future payment reminder was sent to mobile number ending in 3807. On September 8, 2016, an authorized user contacted Customer Care and requested to cancel the future dated payment that he would be paying cash and requested an extended payment schedule (“EPS”) for the remaining balance. An EPS was offered to be paid in six installments but was declined. On September 26, 2016, Ms. [redacted]’s account was suspended for non-payment. At this time, Ms. [redacted] requested an EPS, which was created for the amount of $962.13 in seven installments for $137.44 monthly. In order to amicably resolve Ms. [redacted]’s concerns we have applied an adjustment in the amount of $120.00 for restoral fees. As Ms. [redacted]’s account did not have a current balance due, this credit brought Ms. [redacted]’s account to a credit balance of $120.00. 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. Christopher P[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

January 12, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 4, 2017, regarding the above-referenced account. T-Mobile records indicate the account holder of record is the business [redacted], and that [redacted] has been designated as an authorized user of the account. Please be advised T-Mobile records indicate that [redacted] is not an authorized person on the account referenced in his letter. However, we contacted [redacted] and received his permission to speak to [redacted] regarding this matter. We regret that Mr. [redacted] does not feel that our efforts to investigate this matter were not sufficient. Please be advised that T-Mobile was not able to locate any submission Mr. [redacted] may have submitted. Please be advised that on January 3, 2017, Mr. [redacted] submitted additional correspondence providing the final equipment balance owed to his prior carrier and it was determined that he would qualify for a remaining reimbursement of $650.00. As such, on January 5, 2017, a refund in the form of a prepaid card in the amount of $650.00 was mailed to Mr. [redacted] which should arrive within ten business days. Mr. [redacted] accepted this as a full resolution and did not have any 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:
TheT-Mobile store manager where I activated my services has read the account notes and it states there was a promise of 230.00 and it lists the name of the individual that promised it. Also I was never told about a reimbursement claim. I would have taken the proper steps if I had been informed. I was only told that I would not be getting my phone back if I canceled services and would not be getting the promotion because I did not keep my account active for 30 days. I canceled my services within the 14 day grace period to avoid having to pay the remaining balance on the T-Mobile device. To claim that they can't reimburse  me for the [redacted] device or return it is a farce. They took my phone and I signed it over because I expected the device to be paid off. If they cannot provide the proper coverage and guarantee my service it she be refundable in total. Why should I pay for services that I cannot use? The body of this response from T-mobile was not discussed between me and the representative from T-mobile. In my opinion the Store Manager in Brigham City, Utah for T-Mobile needs to be involved in this. I'm getting screwed.
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.  Sincerely, [redacted]

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 3, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding his account. Please note that in an effort to provide our customers with new and exciting offers, from November 24, 2016 through November 27, 2016, T-Mobile began offering the 2016 Apple Black Friday promotion. This amazing promotion was offered to new and existing customers who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier were able to get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus for free after monthly bill credits. Additionally, customers must be subscribed to the T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited rate plan with unlimited data feature. Please note that these requirements must be met throughout the 24 month financing agreement.
T-Mobile records indicate that on November 25, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB-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.
Based on the promotion at the time of the purchase Mr. [redacted] was not required to make a down payment; however, he agreed to pay $55.27, which is for the upgrade fee and the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.09, which will appear on the first bill following the purchase of the device.
According to the promotion, once the trade in device is received, Mr. [redacted]’s account will receive a trade in credit in the amount of $131.00. Mr. [redacted]’s EIP charge will also receive a monthly credit of $21.62 dropping Mr. Dung’s EIP monthly payment to $5.47.
Research confirms that the Samsung Galaxy S6 Edge was received in the warehouse on December 10, 2016. However, due to an inadvertent error, Mr. [redacted]’s account didn’t receive the trade up credit.
In an effort to resolve this matter, T-Mobile agreed to close the EIP for the Apple iPhone 7 32GB. 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.
Mercedes V[redacted]
Executive Response

October 10, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         T-Mobile Account Holder: [redacted].                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 20, 2017, regarding the above-referenced account.  Please be advised that Mr. [redacted] remains authorized on the T-Mobile account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Mr. [redacted] was unsatisfied with our response to your office.   On October 10, 2017, T-Mobile contacted Mr. [redacted] and provided an explanation of his monthly access charges for his four mobile internet lines and confirmed the seasonal suspension on his voice line of service with mobile number ending 6718.   Though, T-Mobile has confirmed that they has been adjusted accordingly for the added and cancelled lines of service ending in 2337 and 2338 from August 2017, as a gesture of goodwill, T-Mobile issued a credit in the amount of $225.52 for the remaining past due balance; leaving the account active with a balance of $161.64 due on October 12, 2017. Please note that Mr. [redacted] was presented this offer as resolution to their concerns which he has accepted and considers this matter addressed to his satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,     T-MOBILE USA, INC.   Christina S[redacted] Executive Response

January 20, 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 January 18, 2015, 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 Customer Care. T-Mobile records indicate that on January 2, 2016, Mr. [redacted] was activated on the $80.00 Simple Choice North America Unlimited Talk Text plus Data Two Lines rate plan for the mobile numbers ending in [redacted] and [redacted]. T-Mobile records indicate that on January 2, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 6s 64GB in Space Gray and an iPhone 6s 64GB in Rose Gold. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $193.99 and agree to a series of 24 monthly installments in the amount of $54.42. All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments. On January 11, 2016, Mr. [redacted] ported his mobile numbers to another provider and canceled his account. T-Mobile was able to speak with Mr. [redacted] on January 13, 2016, and he stated that he would be returning his devices within the return period so that he may have the EIP balances removed and a refund for the $193.99 down payment that was made at the time of purchase. We regret any inconveniences that Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Josiah 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

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]

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]

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

November 10, 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], and [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] may have experienced regarding her account. Our records confirm that Ms. [redacted] activated account number [redacted] on May 13, 2006. The account currently has seven active lines of service. Our records also indicate that Ms. [redacted] activated account number [redacted] on February 12, 2007, with a single line of service ending in [redacted]. This account remained active until October 24, 2008, when it was cancelled for nonpayment. The final billing statement for account number [redacted] was dated November 10, 2008, and reflected a balance owed in the amount of $167.99 for past due monthly access charges, late payment fees, and applicable taxes. As this balance remained outstanding, on December 14, 2008, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. T-Mobile records confirm that Ms. [redacted] activated account number [redacted] on February 6, 2008. As of May 16, 2014, Ms. [redacted] had a voice line of service ending in [redacted] and a mobile internet line of service ending in [redacted]. On November 11, 2014, Ms. [redacted] used our rip (“EIP”) program to purchase a Samsung Galaxy Note 4 handset and a Samsung Circle Bluetooth headset. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $31.24 for the Samsung Galaxy Note 4, and $5.41 for the Bluetooth headset. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. On April 25, 2016, Ms. [redacted] moved the mobile number ending in [redacted] to account number [redacted]. However, the mobile internet line of service ending in [redacted] remained active on account number [redacted]. The account remained active until July 13, 2016, when it was cancelled for nonpayment. As there was an active EIP at the time of cancellation, the remaining balance was assessed to the final billing statement. Ms. [redacted]’s final billing statement for the account was dated August 3, 2016, and was in the amount of $594.93 for past due monthly access charges, late payment fees, taxes, and the remaining EIP balance. As this balance remained outstanding, on August 30, 2016, the account was referred to a third-party collection agency for collection of the balance owed. A collection fee in the amount of $69.15 was assessed to the account, bringing the balance to $664.08. On September 12, 2016, a credit in the amount of $1.04 was issued to adjust the taxes, and an additional $1.04 was issued on October 16, 2016, reducing the balance owed to $662.00. Finally, T-Mobile records confirm that Ms. [redacted] activated account no. [redacted] on September 7, 2015. On September 7, 2015, Ms. [redacted] used our JUMP! On Demand lease program to lease a Kyocera Hydro Wave handset. Ms. [redacted] agreed to an 18 month lease, with monthly payments in the amount of $5.75. At the end of the 18 month period, the device would need to be returned to a T-Mobile retail store, or Ms. [redacted] could remit payment for the purchase option price and retain possession of the handset. As of October 15, 2015, the account had a voice line of service ending in [redacted] and a mobile internet line of service ending in [redacted]. On October 15, 2015, Ms. [redacted] used our JUMP! On Demand lease program to lease a Samsung Galaxy Note 5 handset. Ms. [redacted] agreed to an 18 month lease period, with monthly payments in the amount of $29.00. At the end of the 18 month period, the device would need to be returned to a T-Mobile retail store, or Ms. [redacted] could remit payment for the purchase option price and retain possession of the handset. If the service was cancelled prior to the end of wither of the 18 month lease periods, the full remaining lease amount and purchase option price would be due on the final billing statement. On April 25, 2016, the voice line of service was moved to account number [redacted]. However, the mobile internet line of service was not moved, and remained active until May 7, 2016, when it was cancelled at Ms. [redacted]’s request. The final billing statement for account number [redacted] was dated June 8, 2016, and was in the amount of $145.77 for past-due monthly access charges, late payment fees, remaining lease payments, and purchase option prices. On July 20, 2016, a credit in the amount of $2.09 was issued to the account to adjust previously-billed taxes, reducing the balance owed to $143.68. As this balance remained outstanding, on August 30, 2016, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. In an effort to amicably resolve Ms. [redacted]’s concerns, on November 10, 2016, T-Mobile issued a credit to account number [redacted] in the amount of $167.99, closing the account with a zero balance. A credit in the amount of $662.00 was issued to account number [redacted] on November 10, 2016, and it remains closed with a zero balance. On November 10, 2016, a credit in the amount of $143.68 was issued to account number [redacted], closing it with a zero balance. Additionally, T-Mobile has removed all three accounts from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding these debts. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. Ms. [redacted]’s account number [redacted] remains active, with a balance of $457.21. T-Mobile recommends that Ms. [redacted] contact Customer Care at 800-937-8997 or visits http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent service interruption. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

August 29, 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 18, 2017, regarding the above-referenced account.    We regret that Ms. [redacted] does not feel that our efforts to resolve this matter have been sufficient.  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] recent contact with our Executive Response Team.   In an effort to amicably resolve this matter, T-Mobile has made the following offers to Ms. [redacted].   On August 16, 2017 Ms. [redacted]’s account was placed  on our T-Mobile One price plan  On August 16, 2017 Ms. [redacted] was advised about our AutoPay feature discount which would provide a $5.00 discount per line of service. Ms. [redacted] was advised that she can enroll to this feature by visiting our web site at T-Mobile.com.   On August 18, 2017 Ms. [redacted]’s mobile number ending in [redacted] was placed on the This One’s On Us promotion thus making that line free to Ms. [redacted].   Based on the information listed above, T-Mobile respectfully declines to take any other action in relation to this matter.  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.   James H[redacted] Executive Response

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

October 12, 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 6, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] with regards to our Smartphone Equality program. Please be advised that our Smartphone Equality program allows customers to be eligible for well-qualified device pricing based on their payment history and tenure. Customers must pay their bill on time for 12 consecutive months and fulfill a minimum of 12 months of tenure to qualify for zero down best pricing. Please note that taxes are still applicable with the above offer. Our records indicate that Ms. [redacted]’s billing statements are due on the 23rd of every month. On October 3, 2016, T-Mobile issued a billing statement with the due date of October 23, 2016, in the amount of $410.00 which includes a past due balance in the amount of $213.21 and monthly access charges, taxes and fees from October 2, 2016, to November 1, 2016, in the amount of $197.09. Please note that since the past due balance in the amount of $213.21 was not paid by the original due date of September 23, 2016, the 12 month of consecutive payment requirement was not met. T-Mobile regrets any inconvenience to Ms. [redacted] regards this matter. However, on October 7, 2016, in an effort to amicably resolve this matter, T-Mobile agreed to qualify Ms. [redacted] for our Smartphone Equality program. Ms. [redacted] has confirmed she is satisfied with the resolution. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[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]

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]

Complaint: [redacted]I am rejecting this response because: First of all, the only reason the payment was made was because I applied for a refinance of my house and this account appeared on my credit report and I had to pay it first. When I was researching this account, I found that this account was set up in Sept 2013 and I canceled the account within the 14 day window because T-Mobile did not have any cell sites in my community and the service was horrible. I returned the device an everything it came with in a timely manner which resulted in a refund back to me (I just contacted my bank and they are sending me my bank statements from 201 to prove that a refund was credited back to me from T-Mobile. In your statement to me, you never mentioned that I was given a refund, you only stated that I credited back a certain amount for returning the phones within the 14 day window. If I owed T-Mobile any money for the fews days that I had the phone then why would your company send me any refund at all. The refund was for over $100+. All of sudden I owe your company money and you put a negative mark on my credit. I am demanding that this be removed from my credit reports ASAP. I will prove your company wrong.Sincerely,[redacted]