T-Mobile Usa Inc

June 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated May 17, 2017, from [redacted] regarding the above-referenced account. As previously mentioned, [redacted] is listed as an authorized user of the account.
T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to his handset purchase. T-Mobile records confirm that on October 27, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of a Samsung Galaxy S6 Black Sapphire 32GB handset, on the mobile number ending in [redacted].
On May 16, 2017, Mr. [redacted] initiated a deferred trade-in for the above-mentioned handset and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of a Samsung Galaxy S7 Black 32GB handset.
Records indicate that Mr. [redacted]’ Samsung Galaxy S6 handset was not received at the National Return Center (“NRC”). On May 24, 2017, Mr. [redacted]’ lease reached the 18 month lease term. Therefore, on that day, the remaining Purchase Option Price of $147.99 was applied to Mr. [redacted]’ May 25, 2017 billing statement. In an effort to resolve the matter, T-Mobile will allow Mr. [redacted] to return the Samsung Galaxy S6 handset, in good working condition, within 30 days of this letter, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Mr. [redacted]’ handset, T-Mobile will apply a credit of $147.99 to the account. T-Mobile recommends that Mr. [redacted] utilize a traceable carrier and obtain a tracking number prior to mailing.
Please be advised that on May 10, 2017, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an LG V20 Titan handset. Mr. [redacted] was not required to make a down payment and then agreed to a series of 24 monthly installments of $20.00. Records confirm that as the handset was purchased on T-Mobile’s EIP offering and not placed on the JUMP! On Demand lease option, Mr. [redacted] returned the LG V20 handset to the NRC.
It is important to note that the LG V20 handset does not qualify to be part of T-Mobile’s JUMP! On Demand lease program. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ contact with our Customer Care department. In an effort to resolve the matter, on June 8, 2017, T-Mobile sent Mr. [redacted] a new LG V20 handset at no additional charge. Mr. [redacted] has accepted this as a 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.
Diana J[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]
                        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 3, 2015, regarding the above-referenced account.  T-Mobile records confirm that Mr. [redacted] is an authorized user of Ms. [redacted]’s account.  T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets if Mr. [redacted] did not receive his promised callback from T-Mobile.  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 Customer Care.  Unfortunately, T-Mobile is unable to find any records that we offered to reimburse Mr. [redacted] for the cost of his handset repair through Samsung, and that is not an offer that T-Mobile is able to make available to our customers.
 
Nonetheless, T-Mobile has agreed to exchange Mr. [redacted]’s [redacted] Galaxy S6 Edge handset with a like-new replacement of the same handset from our office, and will not charge him any fees related to the indicated damage.  Please note that Mr. [redacted] should expect to receive his replacement handset in five to seven business days, and will be provided with a tracking number when it becomes available.  In addition, Mr. [redacted] has agreed to return his non-working handset to T-Mobile by October 10, 2015.  The non-working [redacted] Galaxy S6 Edge can be mailed to my attention at the following address: 
 
T-Mobile USA, Inc.
Attn:  Kayla J[redacted]
c/o Executive Response
[redacted]
Albuquerque, NM  87107
 
T-Mobile recommends that Mr. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us.  We ask that Mr. [redacted] please include the handset and battery and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.  Please note that if the handset is not returned to T-Mobile, the full cost of the replacement device, in the amount of $679.99.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Kayla J[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'm very please with the fact that they not only refunded the account, but that they also credited my account to make up for bank fees I was required to pay. I've been with T-mobile for awhile now, and while my service is crappy, I stay because of the price. I just hope that they can find a way to better settle these issues, and improve their customer service.Sincerely, [redacted]

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: *** ***
T-Mobile Account Holder: *** ** ***
Your File No. ***
T-Mobile Account No....

***
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated April 9, 2017, from Mr. *** regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. ***, and that she has designated Mr. *** as an authorized user of the account.
T-Mobile appreciates the opportunity to respond to Mr. ***’ concerns related to the 2016 Apple Black Friday promotion. Please be assured that we strive to provide complete and accurate information to our customers. We apologize if Mr. *** feels that this was not his experience.
From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, Mr. ***, who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr. *** was eligible to receive the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment. Please note that these requirements must be met throughout the term of the EIP.
T-Mobile records confirm that on November 25, 2016, Mr. *** purchased an iPhone 7 Plus device with 128GB of memory. If eligible for the promotion, Mr. *** would have received a maximum of $649.99 between trade-in and promotional bill credits. As Mr. *** mentioned in his correspondence to your office, he did not traded-in a device at the equipment order was initiated, as such; it is T-Mobile’s position that he did not meet the eligibility requirements for the above mentioned promotion.
Nevertheless, in an effort to amicably resolve this matter, on April 27, 2017, T-Mobile closed the EIP associated to Mr. ***’ iPhone 7 plus with 128GB of memory device which reflected an outstanding balance in the amount of $570.00. In addition, T-Mobile issued a onetime bill credit in the amount of $79.99 for the difference between the $570.00 and the $649.99 offered by the promotion. Ms. ***’s account currently reflects a balance in the amount of $167.52 due by May 15, 2017. T-Mobile appreciates the opportunity to respond to Mr. *** and we regret any inconvenience to him.
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.
Maggie R*** Executive Response

May 16, 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 3, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the account. Our records reflect that Mr. [redacted] activated his service on November 25, 2016, and attempted to take advantage of the following promotions:
• Carrier Freedom; and
• 2016 Magenta Port-In and Trade-In offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
With respect to the Carrier Freedom offer and the 2016 Magenta Port-In and Trade-In offer, Mr. [redacted] did not meet the requirements. It is important to note that the Carrier Freedom offer was not compatible with the 2016 Magenta Port-In and Trade-In offer. However, T-Mobile records confirm that the 2016 Magenta Port-In and Trade-In offer is receiving the expected monthly bill credits of $10.00. Those bill credits are reflected on page three of Mr. [redacted]’s most recent billing statement. Furthermore, T-Mobile records confirm that a $200.00 prepaid MasterCard was issued for the mobile number ending in 6486 under the 2016 Magenta Port-In and Trade-In offer.
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has agreed to honor the full terms of the Carrier Freedom offer. We request that Mr. [redacted] send an unaltered copy of his final billing statement reflecting the early termination fees incurred with his previous carrier via email to [redacted]@T-Mobile.com no later than May 31, 2017. Upon receipt, T-Mobile will review and issue the applicable reimbursement credit to Mr. [redacted]’s account. 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.
Abigail P[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I spoke with 2 T-mobile respondents that reviewed the case back in January and also in may I spoke Adriana F[redacted] the president assistant of t-mobile she reviewed the case in January and saw that it was never a iPhone hanset exchange done in January the exchange was for a iPad Air 2. In may those charges was dismissed I’m am constantly billed with extra charges from t-mobile every 2 months there are 5 devices under this account plan and the phones and tables are replaced with refurbished devices that are already damaged and was repaired and charged to the customers if they are lost in the mail as a brand new device.Technology never last once it’s already broken. I don’t know why this representative choose to bring the old warranty exchanges that were closed threw other representatives back in this case. I was only discussing the handset exchange issued for August 1 that was never suppose to be found. The tracking labels that are providing to the customers for their handset exchange program are sent directly from t-mobile. I don’t believe that they could never find their phones that are sent to customers they just choose to harass their customers with extra billing fees. I just don’t understand how 1 representatives can waive the the fee because she found the tablet tracking number and this representative gets mad and add the charges back to the account I refuse to pay a out of warranty fee from January 21 that’s been dismissed in May. It should not take 9 months for t-mobile not to find a phone. I never get any letters explaining what’s going on with the account they just bill my account. Their should be more courtesy for the customers that pay their money to phone companies. Preowned phones should not cost as much as brand new out the box phones especially if they were already broken.
Sincerely,
[redacted]

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:Once again T-Mobile is unable to tell the truth. It seems that in an effort to make me go away or frustrate me they have decided to continue with such lies. Please ask yourselves why I refuse ANY troubleshooting? DOES THAT SOUND SANE TO YOU. I GO THROUGH ALL THESE STRESSFUL METHODS TO REFUSE ASSISTANCE. NO WHAT I REFUSED WAS TO BE PUSHED TO APPLE TO DEAL WITH A T-MOBILE ISSUE.The agent that called me simply stated that it could be my phone, and when I informed her that no it is not my phone because I have switch devices several times she stated several times it could be my phone and if so I would have to contact APPLE now. I asked annoyed why I should call APPLE and she said to me that they recently took over the troubleshooting for such issues. I informed her that it was not right or fair for me to be passed on to Apple after absolutely no help from T-mobile and begin this whole tedious process especially when I don't feel it is an issue with the device. She stated once again the same thing, which was for me to contact APPLE. I asked her if that was all she had to say OR OFFER and she said to me YES. I asked again and she once again said YES so I disconnected the line.  My complaint is not that my device does not work at my home rather that my device has not worked correctly in any of the areas I spend most of my time. Places: METRO ATLANTA, GWINNETT COUNTY, ALPHARETTA COUNTY, FULTON COUNTY, DEKALB COUNTY, SOUTH CAROLINA, FLORIDA.  QUESTION: IS YOUR SERVICE POOR IN ALL THESE AREAS? SAY YES AND ADMIT YOUR FAULTS IF THAT IS THE CASE BUT I KNOW IT'S NOT. I AM STILL TILL DATE WAITING FOR SOMEONE FROM T-MOBILE TO CONTACT ME AT A DECENT TIME WITHIN A DECENT TIME FRAME OF READING THIS. ALSO WITH ACTUAL HELPFUL TROUBLESHOOTING STEPS WITHOUT PAWNING ME OFF TO SOMEONE ELSE. YOU KNOW ACTUALLY TAKING RESPONSIBILITY. IT'S QUITE INTERESTING TO SEE THAT THEY'VE YET TO RESPOND TO THE FACT THAT THEY CHANGED MY BILLING DUE DATE WITHOUT MY PERMISSION. I ALSO HAVE PROOF THAT THIS IS A FACT BECAUSE I HAVE EMAILS FROM T-MOBILE STATING MY PREVIOUS DUE DATE. TMOBILE OWNS NO MISTAKES AND FINDS AWAY TO DECEPTIVELY "TRY" TO EXPLAIN THINGS AWAY. THE WAY THESE AGENTS THAT CALL NOW SPEAK WHEN I DON'T AGREE ALSO BECOMES DISRESPECTFUL. WHY? THEY JUST WANT ME TO GO AWAY. EVERYTHING I'VE READ IS T-MOBILE TRYING TO TURN IT BACK ON ME ONE WAY OR THE OTHER. I AM YET TO READ ONE THING STATING THEIR ERROR OR LACK OR ASSISTANCE. WHERE HAVE I SEEN ANYTHING SHORT OF A MISTAKEN APOLOGY ABOUT MY INITIAL COMPLAINT OF  THE DISRESPECTFUL AGENTS? IF THERE WAS ONE I DEFINITELY MISSED IT. T-MOBILE BASICALLY WANTS TO INSTEAD OF OWNING THEIR ISSUE JUST SEND ME OFF TO APPLE. THEY KNOW THE ISSUE BECAUSE I HAVE COMPLAINED SEVERAL TIMES WITH DETAILED EXPLANATION, SO THEY CAN CALL APPLE AND FIGURE IT OUT BETWEEN THEMSELVES.
Sincerely,
[redacted]

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

April 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 15, 2016, regarding the above-referenced account. T-Mobile regrets any accessory and insurance concerns Mr. [redacted] has experienced. T-Mobile records indicate that on April 13, 2016, Mr. [redacted] entered into a JUMP! On Demand lease and received a Samsung Galaxy Note 5. It is important to note that on April 14, 2016, at Mr. [redacted] request, the Premium Handset Protection feature (“PHP”) was added to his mobile number ending in [redacted]. Furthermore, on April 14, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan offering with the purchase of two Samsung Gear VR accessories. Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. T-Mobile records confirm that on April 16, 2016, Mr. [redacted] returned the two Samsung Gear VR accessories. It is important to note that Mr. [redacted] was not assessed a restocking fee despite the above-mentioned Return Policy. It is important to note that currently Mr. [redacted] mobile number ending [redacted] has our Select Choice rate plan, Truly Unlimited Data with 14GB of mobile hotspot, and PHP for $82.00 plus tax monthly. Please note that upon receipt of Mr. [redacted] correspondence, the executive office called Mr. [redacted] on April 18, 2016, and were able to resolve his concern. While the Executive Office appreciates Mr. Mr. [redacted] business and his patience during resolution of this matter, we ask that our customers follow the appropriate path of resolution by contacting our Customer Care department first for any new issues. If Mr. [redacted] has any questions or concerns relating to our original discussion, he may send me an email at [redacted]@T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: No compenstation provided by T-mobile for the lost time and energy in trying to resolve this problem. We would like to have one monthly bill refuned considering the extra bill incured due the delay.
Sincerely,
[redacted]

October 13, 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 October 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], an authorized user on the above account, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile records show that Ms. [redacted] has an estimated monthly recurring charge in the amount of $160.00. Records indicate that Ms. [redacted] currently has a two line 10GB plan for $100.00 per month before taxes and fees. Additionally Ms. [redacted] has a $12.00 Premium Handset Protection (“PHP”) feature on the line ending in [redacted] and a $10.00 PHP feature on the line ending in [redacted]. However, Ms. [redacted] is receiving a $10.00 bill credit for each of the lines on her account as she received a port-in promotion when the account was activated. T-Mobile records indicate that on September 2, 2015, Ms. [redacted] leased an iPhone 6 Plus 16GB handset with a promotion in which Ms. [redacted]’s account is charged $31.00 a month and then receives a $12.00 monthly bill credit for the length of the lease agreement for the handset. Additionally, Ms. [redacted] has a lease for an iPhone 6 64GB handset in which Ms. [redacted] agreed to pay $27.00 a month for 18 months. Furthermore Ms. [redacted] has a 24 month installment plan for two accessories purchased on May 14, 2016, in which Ms. [redacted] agreed to pay $3.55 a month for both accessories. T-Mobile regrets any concerns Ms. [redacted] may have with her bill. In Ms. [redacted]’s billing statement dated September 28, 2016, the account reflected a credit balance in the amount of $2.21. Additionally, the billing statement reflected current charges for the billing cycle from September 28, 2016 to October 27, 2016 for total charges of $197.23. T-Mobile records reflect Ms. [redacted] is receiving monthly bill credits in her account for promotions that she qualified for. Records reflect on September 29, 2016 a $12.00 Apple promotional credit was applied. Additionally, on October 2, 2016, records reflect two $10.00 credits were applied for a port in promotion for business accounts that Ms. [redacted] received when she ported in two numbers during promotional window. Ms. [redacted] made a payment on October 7, 2016 in the amount of $140.00 therefore Ms. [redacted]’s current account balance was reduced to $23.02. Upon reviewing Ms. [redacted]’s account T-Mobile has determined that Ms. [redacted] has been billed in accordance with the selected rate plan and handsets. The remaining balance of $23.02 is due on October 20, 2016 which will bring account to a zero balance once payment is made. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], even though I accept the settlement, but I don't agree with T-Mobiles argument of service guarantee in my case. They have a responsibility as a service provider.
Sincerely, [redacted]

Revdex.com:My issue has been resolved after speaking to one wonderful representative and after notifying them about filing a complaint. Sincerely, [redacted]

August 20, 2015
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 August 12, 2015, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that he has designated, [redacted] as the Power of Attorney on his account.
 
We regret any inconvenience Mr. [redacted] experienced through his efforts to settle this account on behalf of his brother, [redacted].  Our records indicate that on July 7, 2015, T-Mobile received documentation of Mr. [redacted]’s Power of Attorney authorization.  Thereafter, on July 13, 2015, Mr. [redacted] contacted Customer Care to request that the account be canceled.  However, due to an administrative error, our records confirm that the account remained active until July 23, 2015, when the account was suspended for non-payment.  We are sorry that Mr. [redacted]’s request to cancel the account was not completed as requested.
 
On August 19, 2015, pursuant to Mr. [redacted]’s request, the account was canceled. It’s important to note that as our records confirm the account holder of record previously agreed to an Equipment Installment Plan (EIP) with the purchase of an LG G3, and HTC One M8 and an Apple iPhone 6.  Please note that pursuant to T-Mobile policy when the account was canceled, the remaining EIP balance was accelerated and will be posted to the final billing statement dated September 8, 2015, which Mr. [redacted] can expect to receive at the billing address on file.
 
At the time of cancelation, the account reflected a balance in the amount of $660.16.  This included a past due balance of $343.18, which consisted of monthly access charges, monthly EIP and applicable taxes and fees for the billing periods of June 8, 2015 to August 7, 2015.  Furthermore, this balance consisted of a current balance of $316.98, which included prorated monthly access charges, EIP of $78.53 and applicable taxes and fees for the current billing period of August 8, 2015 to September 7, 2015.
 
In an effort to amicably resolve this matter, T-Mobile has applied a courtesy credit of $424.57, which covers the last three months of monthly access charges, as well as applicable taxes and fees less the monthly EIP of $78.53.  
 
Additionally, Mr. [redacted] indicated in his correspondence to your office that a device was purchased without the account holder of record’s authorization.  Our records indicate that on May 5, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 6 device.
 
Upon speaking with Mr. [redacted], he stated that during the time of purchase for the Apply iPhone 6 mentioned above, the account holder of record was incarcerated.  Therefore, if Mr. [redacted] can provide T-Mobile will official court documents showing that Mr. [redacted] was incarcerated at the time of purchase, T-Mobile will open its investigation. Mr. Hanes may fax or email the documents directly to my attention at the following:   
 
[redacted]@T-Mobile.com
Fax No. [redacted]
 
As of the date of this letter, Mr. [redacted]’s account remains canceled with an outstanding balance of $235.59 which consists of three monthly EIP payments of $78.53.  It is important to note that Mr. [redacted] will receive one final billing statement which will consist of the remaining EIP balances for the LG G3, HTC One M8 and Apple iPhone 6 mentioned above. We regret 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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Emilio S[redacted]
Executive Response

June 27, 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 16, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced while obtaining a refund for a handset return. T-Mobile records indicate that on May 31, 2017, Mr. [redacted] activated service and ported in the mobile number ending in [redacted] and opted into the T-Mobile ONE rate plan that include unlimited talk, messaging and data for $75.00 per month. Please note that the T-Mobile ONE rate plan can receive a $5.00 discount when the account is enrolled in AutoPay. In addition the premium handset protection feature was requested and added to the account at the cost of $15.00 per month.
Additionally, T-Mobile records indicate that on May 31, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 128GB Black handset. Accordingly, Mr. [redacted] was asked to remit a down payment in the amount of $149.99 plus taxes and agreed to a series of 24-monthly installments in the amount of $30.00.
At the time of Mr. [redacted]’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could then be returned to the original point of sale for a refund/exchange or, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. On June 3, 2017, Mr. [redacted] elected to return the handset to the retail location; however, at the time of return, the refund of the down payment and taxes in the amount of $210.89 could not be refunded due to the payment method that was initially used as the credit card was reported as lost.
In an effort to amicably resolve this matter, T-Mobile issued the refund in the amount of $210.89, through a prepaid card and was sent to the address of record. Please note that the prepaid card will take up to ten business days to be received. 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 844-213-3926 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jhayd G[redacted]
Executive Response

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

May 9, 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 [redacted] 26, 2017, regarding the above-referenced account.  T-Mobile records confirm that Mr. [redacted] has been designated as an authorized user on the account by Ms. [redacted].   T-Mobile regrets that Mr. [redacted] has concerns with his billing statements from 2012 to the present.  T-Mobile is unable to locate the mobile number ending in [redacted] that Mr. [redacted] referenced in his correspondence to your office as a valid T-Mobile number.    T-Mobile advised Mr. [redacted] that he may view all billing statements from December 2015 to the present by logging into the online account at www.T-Mobile.com; the billing statements may also be printed from the website.    Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60-days of T-Mobile providing notice of the charges.  If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s).    T-Mobile provides call detail/usage records in the form of detailed billing statements at a charge of $10.00 per statement plus shipping fees.  Shipping fees vary based on the quantity of records requested.    If Mr. [redacted] wishes to obtain copies of billing statements that were prior to December 2015, T-Mobile requires written authorization from the primary account holder/named billing responsible party of record for the release of call detail/usage records.  The authorization will need to contain the primary account holder’s name, T-Mobile phone number or account number, billing address of record, specific billing statements requested in month and year format, last four of the primary account holder’s Social Security Number for verification, and the primary account holder’s signature.    Written authorizations can be forwarded to the following address:   T-Mobile USA, Inc. Attn: Records Requests P.O. Box 37380 Albuquerque, NM, 87176   Alternatively, requests can be sent via facsimile to (813) 351-4033.   Initial responses to records requests will be processed within 30 days of receipt.  The requestor will be provided with an invoice.  Paid records requests are processed within five business days of receipt.   T-Mobile appreciates the [redacted]’s business and we will be happy to assist with the records request upon receipt of the information, and payment for records, as mentioned above.   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

June 20, 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 7, 2017, regarding the above-referenced account.
We regret any issues Ms. [redacted] experienced while upgrading her device with the JUMP! Feature as well as any issues experiences while attempting to resolve her issues with the T-Mobile Customer Care teams. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]'s recent contacts with our Customer Care teams.

T-Mobile records indicate that on October 24, 2016, Ms. [redacted]'s line ending in [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG V20 handset. It is important to note, that at the time of upgrade Ms. [redacted] was already subscribed to the JUMP! feature on line [redacted]. JUMP! provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.

On April 15, 2017, Ms. [redacted] took advantage of her JUMP! benefit of trading-in her LG V20, financed through T-Mobile’s EIP option on the line ending in [redacted], for a credit of the remaining EIP balance, and to process a deferred upgrade to a Samsung Galaxy S8+ on EIP. A deferred upgrade must be returned within 30 days to a return center by using a provided return shipping label. Customers are able to receive their upgrade device on EIP while the trade-in is being processed. Once received, it is inspected and if found to be in acceptable condition, the EIP for the new device is zeroed out.

T-Mobile records confirm that the device was received at the trade-in center on May 1, 2017. As such the trade-in offer was valid, but the credit was not applied to the account due to an inadvertent error.
With regard to Ms. [redacted]’s employer discount concerns, T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This was a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers were required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. On March 22, 2017, T-Mobile records confirm Ms. [redacted] was provided information regarding the enrollment in to the Advantage Program; however records indicate no submission has been received. As Ms. [redacted]’s current Simple Choice Family Match Unlimited Talk Text + Unlimited data 4 lines Promo rate plan meets eligibility requirements, she may visit www.t-mobile.com/advantagerewards to enroll in T-Mobile’s Advantage Program.

In an effort to amicably resolve this matter, on June 8, 2017, T-Mobile has zeroed out the Equipment Installment Plan balance for the LG V20 leaving the EIP plan closed and avoid further monthly installments. 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.
Juan C[redacted]
Executive Response

February 1, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 25, 2018, regarding the above-referenced account.  T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding the payments on his account.  T-Mobile records confirm that Mr. [redacted] activated T-Mobile service on December 24, 2017, at which time he purchased four SIM starter Kits as well as four GO FLIP handsets.  Please note Mr. [redacted] did agree to and authorize a payment of $157.98 for the SIM Starter kits, shipping and handling, sales tax, and the down payment for the equipment installment plan (“EIP”) required for the GO FLIP devices.In an effort to amicably resolve this, T-Mobile reached out to Mr. [redacted] on January 29, 2018, and explained the above charges in detail to him.  Upon speaking to Mr. [redacted] he accepted this as 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.Zachary S[redacted]Executive Response