T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because I have reached out to Carlos with three emails and two voice mails and have not received anything back. Still waiting to hear back?!
Sincerely,
[redacted]

July 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 18, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets in difficulties Ms. [redacted] has experienced regarding the exchange that was filed on June 9, 2016. Please note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. 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. Please note that although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. T-Mobile spoke with Ms. [redacted] on July 19, 2016, and advised as the date of this letter her account had not assessed an out-of-warranty fee. In an effort to amicably resolve this matter T-Mobile advised Ms. [redacted] to contact me directly at the number below should her account be charged an out-of-warranty fee at which time T-Mobile would agree to adjust the fee. 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. Amor M[redacted] Executive Response

June 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 June 2, 2017, regarding the above-referenced account.
T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to the non-return fee charged to his account. As stated in our previous letter to your office, on September 9, 2016, replacement equipment was ordered for Mr. [redacted]’s non-working Apple iPhone 6s Plus Gray 64GB handset. Our records indicate that we did not receive the non-working equipment but rather, an empty box was received at our National Return Center (“NRC”). As such; Mr. [redacted] was charged $849.73 for the non-return fee and applicable taxes.
In an effort to amicably resolve the matter, T-Mobile allowed Mr. [redacted] to return the Apple iPhone 6s Plus handset directly to T-Mobile’s Executive Office. Records confirm that on May 26, 2017, Mr. [redacted]’s equipment was received. Please note that it may take five to seven business days to check in equipment that is received and issue a credit to the account.
On June 6, 2017, Mr. [redacted]’s equipment was successfully returned. Therefore, on that day, T-Mobile applied a credit of $849.73 to Mr. [redacted]’s account. As Mr. [redacted]’s account reflected a balance of $783.91 for the May 23, 2017 billing statement, the account reflected a credit balance of $65.82. Mr. [redacted] has accepted this as a resolution to his concerns. 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.
Diana J[redacted]
Executive Response

May 5, 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 Name: [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 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and T-Mobile has confirmed that [redacted] and [redacted] are the same person.
T-Mobile sincerely regrets any inconvenience Ms. [redacted] may encountered while performing a device upgrade. T-Mobile records confirm that on April 23, 2017, Ms. [redacted] ordered an iPhone 7 device on an Equipment Installment Plan (“EIP”). Per the terms of the EIP there was a payment due at the time of purchase in the amount of $25.99 along with the taxes on the full retail price, and Ms. [redacted] agreed to a series of 24-monthly installments of $26.00.
T-Mobile records further confirm Ms. [redacted] later contacted Customer Care to advise she in fact wanted an iPhone 7 Plus device and that an iPhone 7 was ordered in error.
T-Mobile contacted Ms. [redacted] on May 4, 2017, and following our conversation and in effort to amicably resolve the matter T-Mobile has placed a new order for an iPhone 7 Plus 32 GB Rose Gold device, per Ms. [redacted]’s request. T-Mobile has offered for Ms. [redacted] to return her iPhone 7 handset to my attention at the following address:

T-Mobile USA, Inc.
Attn: Jamen F[redacted]
c/o Executive Response
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Ms. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $598.00. T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, chargers and her account information within the box to ensure that Ms. [redacted] receives the proper credit upon receipt of the handset. We also ask that Ms. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to Ms. [redacted] if the application is enabled. Please be advised that if our final examination of the handset indicates that is has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer. 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.
Jamen F[redacted]
Executive Response

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

April 7, 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 31, 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 the buyout price for her JUMP! On Demand (“JOD") lease. T-Mobile records confirm that, on November 19, 2016, Ms. [redacted] purchased a Samsung Tab E device through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $48.00 and agree to 24 monthly installments in the amount of $8.00.
On December 3, 2016, Ms. [redacted] purchased two Samsung VR C devices via EIP wherein she was required to remit a down payment in the amount of $99.98 and agreed to 24 monthly installments in the amount of $4.18. Additionally, at that time, Ms. [redacted] entered into a JOD lease for two Samsung Galaxy S7 handsets wherein she was required to remit a capital cost reduction in the amount of $108.00 and agreed to 18 monthly lease installments in the amount of $52.00 plus applicable taxes.
Please be advised that if the customer does not upgrade, at 18 months they will have the choice to either return the device or own it by paying the purchase option price agreed upon at lease signing. If a customer cancels service prior to the completion of their JOD lease, they can return their device and pay any remaining lease payments in full, or they can pay the remaining lease payments along with the purchase option price in order to own the device. As Ms. [redacted]’s account was cancelled on March 31, 2017 the remaining JOD lease payments, the purchase option price, and final EIP balances will be reflected on the final billing statement which will be generated on or around April 19, 2017. It is T-Mobile’s position these charges are accurate and no credits or adjustments are due.
However, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], T-Mobile agreed to allow her to return her two Samsung Galaxy S7 handsets to my attention at the following address:
T-Mobile USA, Inc.
Attn: Brandon M[redacted] c/o Executive Response
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the equipment in an acceptable condition, T-Mobile agrees to credit the remaining JOD lease payments and purchase option price for a total credit in the amount of $1,063.98. T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handsets, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if the final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer.
Additionally, as a courtesy to Ms. [redacted], T-Mobile has placed a 30-day hold on Ms. [redacted]’s account to prevent further collection activity. Please note that this hold will expire, on May 2, 2017, at which time regular collection activity will resume for any remaining outstanding balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. 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

September 22, 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 13, 2015, regarding the above-referenced account. T-Mobile regrets to hear of Ms. [redacted] coverage and cancellation experience. Our records confirm that on February 7, 2015 Ms. [redacted] canceled her line of service ending in [redacted] when she ported the line to another service provider. It is important to note that as T-Mobile did not have a request to cancel the remaining line of service, the number ending in [redacted] remained active on the account and continued to incur service charges which T-Mobile considers valid and owed. On March 1, 2015 T-Mobile canceled the line of service ending in [redacted] at Ms. [redacted] request. However, upon review of the account and Ms. Strong’s, correspondence, T-Mobile has issued a credit of $86.06 to the above-referenced account bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[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

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]

Complaint: [redacted]
I am rejecting this response because: When I changed my rate plan over to the T-Mobile one plan I was told that I would still be receiving my discount of 15% off my bill, and that my bill date was changing from its original date due to this. You can go back and listen to the recorded phone call on this where I made sure of this before hand. You guys are not consent on anything not to mention it should be notated in my account notes so my discount should still apply!
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.  Thank you kindly for your assistance toward resolving this matter, I do appreciate it. 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, and I appreciate the understanding and helpfulness of the company in resolving these unfortunate issues.Sincerely, [redacted]

July 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 4, 2017, regarding the above-referenced account.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent calls to Customer Care.
T-Mobile records confirm that on February 14, 2017, Mr. [redacted] activated service with mobile numbers ending in [redacted] and [redacted]. Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current” which we bill a month in advanced. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle.
In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. [redacted] canceled his account on February 21, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through March 14, 2017.
Further records confirm that on March 5, 2017, Mr. [redacted] remitted payment in the amount of $120.00 leaving the account with a zero balance. On May 23, 2017, and July 4, 2017, T-Mobile requested a refund in the amount of $120.00. However, as the account did not have a credit balance of $120.00 the refund was denied.
To amicably resolve this matter, on July 6, 2017, T-Mobile credited $120.00 leaving the account with a credit balance of $120.00 and refunded Mr. [redacted] $120.00 to his financial institute. Please be advised that Mr. [redacted] is aware that the refund will take up to three business days to be deposited.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

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 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding T-Mobile’s Carrier Freedom offer. 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.
T-Mobile records confirm that Mr. [redacted] activated T-Mobile service on July 31, 2016, and cancelled his service on August 6, 2016, when he transferred his mobile number to another carrier. T-Mobile records confirm that Mr. [redacted] traded in an Apple iPhone 6 Plus and an Apple iPhone 6 16GB for a trade in credit totaling $385.00, of which; $150.73 was applied to his in store costs and the remaining $234.27 was applied to his account balance as a credit. Please note this credit paid for Mr. [redacted]’s service costs that were incurred while his account was active with T-Mobile and the remaining credit balance afterwards of $78.89 was mailed out in the form of a refund card on November 16, 2016, to the billing address on file.
We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. Please note in order to receive reimbursement for Carrier Freedom Mr. [redacted] would need to have had an active account with T-Mobile at the time of approval for his submission. As Mr. [redacted] cancelled within the return period he would not qualify to receive T-Mobile’s Carrier Freedom offer.
In an effort to amicably resolve this matter, on April 2, 2017, T-Mobile has refunded Mr. [redacted] his full trade in value of $385.00 for his devices that were traded in during activation. Mr. [redacted] should expect to receive the refund in the form of a prepaid MasterCard mailed to the address provided in his correspondence to your agency no later than ten business days. Mr. [redacted]’s account will remain closed with a zero balance.
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

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

in receipt of your correspondence dated May 25, 2016, regarding the above-referenced account. We are sorry to hear that Mr. [redacted] had concerns with fraudulent activity on his T-Mobile account. Our records confirm that on July 9, 2013 Mr. [redacted] activated his T-Mobile account. Furthermore, on July 26, 2013, Mr. [redacted] contacted T-Mobile to report that his handset was stolen, and he requested that we suspend his T-Mobile account. Please be advised that accounts that are suspended for lost/stolen are still billed at the normal monthly rate. As Mr. [redacted] did not contact T-Mobile after July 26, 2013 to resume his line of service, on September 23, 2013, Mr. [redacted]’s account was canceled by T-Mobile. Mr. [redacted]’s account remains canceled with a total past due amount of $316.30 which consists of monthly recurring charges for the period of July 9, 2013, through September 23, 2013, late payments, plus taxes fees. It is our position that there was no fraudulent activity on Mr. [redacted]’s account and that the past due balance remains valid and owed. However, in an effort to amicably resolve this matter, on May 26, 2016, T-Mobile contacted Mr. [redacted] and offered a bill credit in the amount of 247.59, and to remove the account from collections and delete any negative information reported to the credit bureaus should Mr. [redacted] will remit payment to T-Mobile in the amount of $68.71 for the time Mr. [redacted] utilized the service. It is important to note that Mr. [redacted] declined this offer Should Mr. [redacted] change his mind and decide to accept this offer, he may contact me at the number provided below within thirty (30) days from the date of this letter. 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. Taylor B[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

Thank you for your quick action to resolve my needs. I am a proud loyal customer of Tmobile which regrets to switch due to reduce overhead cost of my home. Thank you for assisting me with this error and I hope that soon, a deal occurs to leave my current carrier and come back to where I truly belong to. Take care and may you always have prosperity.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

July 27, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               To Whom It May Concern:   T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 14, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding her monthly billing and Carrier Freedom. 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 to Ms. [redacted] during her recent contact with our Customer Care.    T-Mobile records indicate Ms. [redacted] activated her account on June 3, 2017 with our T-Mobile One taxes included rate plan at a rate of $130.00 for the lines ending in [redacted] and [redacted].  The line ending in [redacted] was billed $25.00 per month as an additional line for the account.  Each line was billed $15.00 per month for the Bring Your Own Device (BYOD) insurance bundle.  The monthly estimated charges after insurance are $200.00.   Starting May 31, 2017 and for a limited time only, [redacted] customers who port over to T-Mobile as part of Carrier Freedom are eligible to do so without having to give up their phone. [redacted] customers can keep their current phone and use it on the T-Mobile network when meeting all of the following requirements.  The customer must activate new service on a voice line (or add a line) with T-Mobile (port-in must happen after taking the EIP screenshots) ,bring one of the following devices: Apple iPhone SE, 6s, 6s Plus, 7, 7 Plus, Google Pixel or Pixel XL, enroll in the $15.00 BYOD insurance, and submit for reimbursement within 30 days of activation.   Upon speaking with Ms. [redacted] she was advised that the monthly rate would be $200.00 after all lines and insurance.  Ms. [redacted] stated that she preferred not to pay that balance and would like to transfer service to another provider.  In an effort to offer an amicable resolution Ms. [redacted] was advised that her final billing statement would adjusted after cancellation.  The account was cancelled July 20, 2017.  The final statement will process after the cycle close date of August 4, 2017.   Please be advised that Ms. [redacted] was provided a total of $1,131.08 in reimbursements under the above listed promotion.  We have found the appropriate credits for the final bill received from Ms. [redacted]’s previous carrier were provided.  However, as an additional courtesy to Mr. [redacted] an additional credit of $43.74 was applied directly towards Ms. [redacted]’s T-Mobile billing statement from June 5, 2017 to July 4, 2017.  The credit covered the monthly installment billed from her previous provider for the month prior to her transfer to T-Mobile.  The account currently reflects an adjusted balance of $88.35.  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.   Jessica G[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. ***’s concerns to her satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. *** may have encountered. T-Mobile appreciates the feedback Ms. *** has provided as it allows us to take the necessary steps to improve future customer experiences.
On April 26, 2017, Ms. *** activated the above reference T-Mobile account number. The account was billed each month for the current month of service with payments due on the 19th of each month. It is also important to note Ms. ***’s account was enrolled in AutoPay. 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. Therefore, the first month’s payment was processed via AutoPay on May 17, 2017.
The same day this payment was processed, T-Mobile records indicate we were first notified that Ms. *** wished to cancel her account which was processed the same day; a refund request was also noted on the account. Please note that, customers with canceled accounts must wait 30 days for a refund to allow for any returned payments or late billables to be charged which resulted in the refund request not being processed. T-Mobile regrets any inconvenience this may have caused Ms. ***.
On June 21, 2017, T-Mobile’s Executive Response Team spoke with Ms. *** and processed the refund request at that time. The Executive Response Team also took the necessary steps to expedite the request and the refund is expected to appear in Ms. ***’s account within three business days from that date.
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. ***.
Very truly yours,
T-MOBILE USA, INC.
Liana G***
Executive Response

Complaint: [redacted]
I am rejecting this response because:As far I can see t mobile has call once and left a message that they will call back haven't her again from them. Also this technical issues has been going on for about two months.  Further more a detail bill cost to get from T mobile.  Once My issue has been resolve I will be glad to remove my complaint.
Sincerely,
[redacted]