T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but since I like T-Mobile's service and don't want to be black listed I will regretfully accept the response. Sincerely, TT[redacted]

June 16, 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 4, 2017, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any misunderstanding to Mr. [redacted] regarding T-Mobile’s Carrier Freedom offer and the status of his submission. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.
There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device.
T-Mobile records reflect that on May 2, 2017, Mr. [redacted] activated service and traded-in three Apple iPhone 6 16GB devices. The trade-in amount for all of the devices totaled $327.00. Mr. [redacted] accepted the offer and $286.42 of the $327.00 trade-in value was used towards a portion of Mr. [redacted]’s down payments and taxes for the equipment he was purchasing from T-Mobile. The remaining $40.58 trade-in credit was transferred as a bill credit to Mr. [redacted]’s account.
Review of the account confirms that Mr. [redacted] did qualify for our Carrier Freedom reimbursement offer. Based on the amount owed to Mr. [redacted]’s prior carrier, minus the above mentioned trade-in value previously received, on May 30, 2017, a prepaid MasterCard in the amount of $273.00 was mailed to Mr. [redacted] at the address provided at the time of activation. It is T-Mobile’s position that Mr. [redacted] has been provided with the Carrier Freedom offer in full.
Please be advised that T-Mobile spoke with Mr. [redacted] via phone and advised that T-Mobile respectfully declines his request for two months free of service. However, in an effort to amicably resolve this matter, T-Mobile has offered a one month free credit in the amount of $263.19 as a onetime bill credit, which has left Mr. [redacted]’s account with a zero balance. Mr. [redacted] did accept this as resolution to his concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care and Retail location.
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.
Nicole C[redacted]
Executive Response

April 4, 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 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. **, which have proven unsuccessful therefore we will make every effort to address Ms. **’s concerns within this letter.
T-Mobile regrets any concerns Ms. ** experienced in regards to her Mobile Internet line of service. T-Mobile records confirm that on March 5, 2017, Ms. ** activated a Mobile Internet line of service ending in [redacted]. Please note that starting on March 1, 2017 and ending March 5, 2017, postpaid customers on an eligible rate plan with two voice lines could activate one additional line for free, under T-Mobile’s This One’s On Us promotion. This promotion included Mobile Internet lines of service activated during this timeframe.
At the time of activation, Ms. **’s line ending in [redacted] was subscribed to the Mobile Internet On-Demand rate plan, for $10.00 per month. Mobile Internet On-Demand is a plan that provides Mobile Internet (MI) data service on an as-needed basis through the purchase of On-Demand data passes.
It is important to note that Mobile Internet On-Demand rate plans were not compatible with the above-referenced promotion. Therefore, as a result Ms. **’s account did not receive a promotional credit, making the line free. However, as Ms. **’s line of service ending in [redacted] was bundled on her postpaid account with her voice lines of service, Ms. **’s account received a $10.00 monthly discount, making the line [redacted] no cost.
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. **’s contact with our Customer Care department. In an effort to amicably resolve the matter, on April 3, 2017, per Ms. **’s request in the letter to your office, although the Simple Choice North America 2GB Mobile Internet rate plan is considered a grandfathered rate plan and is no longer available to customers, T-Mobile subscribed the line ending in [redacted] to this rate plan, for $20.00 per month, plus taxes.
As a result of the rate plan change, the line is eligible to receive the This One’s On Us promotional credit, within one to two billing cycles from the date of processing. Should Ms. ** wish to discuss this matter further, she may contact me directly at the number listed below.
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I really do appreciate having this resolved as this has been a long time waited. Sincerely, [redacted]

January 26, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 15, 2017, regarding the above-referenced account. We regret any concerns Mr. [redacted] has regarding his LG V20 handset promotion. From October 17, 2016, to October 27, 2016, current T-Mobile customers who traded-in a working handset for the LG V20 handset were eligible to get $200.00 as a rebate for their trade-in. T-Mobile records indicate that on November 2, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG V20 handset. Mr. [redacted] traded-in his paid off LG G3 handset and received a trade-in value of $19.00. Please note customers who did not receive a trade-in quote of $200.00 would receive an E-Check from LG for the difference between $200.00 and the value of their trade-in. T-Mobile customers were required to redeem the promotion by going to www.lgv20lanchpromo.com and provide a copy of the receipt of purchase and picture of the LG V20 handsets box with IMEI number to be approved. Unfortunately, Mr. [redacted] did not fulfil the submission process online as required making him ineligible for the rebate and his purchase was outside of the promotion window. In order to amicably resolve Mr. [redacted]’s concerns T-Mobile has applied a one-time credit in the amount of $205.33 for the promotion bringing Mr. [redacted]’s account balance to zero. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Christopher P[redacted] Executive Response

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] If the payment stays at $221 and change I'll accept

Complaint: [redacted]
I am rejecting this response because:
The printed T-Mobile coverage map shows great coverage in my area and leads consumers to believe that coverage will never be an issue. So far, the coverage has been horrible. Once my phones are paid off, we will be leaving for [redacted] where coverage was NEVER AN ISSUE.
Sincerely,
[redacted]

February 14, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [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 February 2, 2018, regarding the above-referenced prepaid number.  Please be advised that we have made attempts to contact Mr. **, which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. **’s concerns within this letter.T-Mobile regrets Mr. **’s experience when attempting to unlock a device.  A review of Mr. **’s prepaid number confirms that on October 3, 2017, we received a request for a Mobile Device Unlock (“MDU”) for the device used on mobile number ending in [redacted].  Upon review T-Mobile found that Mr. **’s mobile number ending in [redacted] does not meet eligibility requirements for a MDU. Please be advised that MDU codes are available to customers who meet our eligibility requirements.  One of the requirements is that the prepaid account requesting the handset to be unlocked must have a total of $100.00 in payments made to the account.  T-Mobile records confirm that Mr. **’s prepaid account has no payments remitted and his current balance of $54.20 is due to a balance transfer from a different account on October 2, 2017.  As such, the requirements for an MDU on a prepaid account have not been met Mr. **’s requests have been declined.It is important to note that Mr. **’s LG Aristo handset does not require a code for MDU but rather utilizes an unlock application that came preinstalled on the handset.  This device unlock application either approves or denies the unlock request upon checking for eligibility.  As a courtesy to Mr. **, T-Mobile has requested the device be permanently unlocked as of February 12, 2018, and sent him an email with instructions to utilize the app and select “permanent unlock”.  T-Mobile regrets any inconvenience to Mr. **. 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.Thomas M[redacted]Executive Response

August 9, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and, while a couple points need some clarification, I find that this resolution is satisfactory to me. Thank you for your help, [redacted]

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to receiving credits for a free line of service.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 Lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the voice lines active, he is eligible for the free promotion.
T-Mobile records show that on November 21, 2016, Mr. [redacted] activated a new line of service for the promotion mentioned above. Regretfully, it does appear that our system is reading Mr. [redacted]’s promotion incorrectly and he was not receiving his monthly promotional credits. However on March 11, 2017, the matter was corrected and Mr. [redacted] will receive his promotional credits moving forward.
In order to resolve the matter, on March 28, 2017, T-Mobile contacted Mr. [redacted] and applied a credit in the amount of $170.44 to cover the cost of the additional line that he had been charged. Additionally, Mr. [redacted] requested to cancel the line of service which T-Mobile cancelled effective the same day. As a courtesy, T-Mobile also applied an additional credit of $140.00 to cover a free month of service. Mr. [redacted] was left with a credit balance in the amount of $310.44 and he accepted this as resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jimmie P[redacted]
Executive Response

June 2, 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. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] had issues with our service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should have expected good coverage. Regretfully, T-Mobile cannot guarantee coverage as there are so many factors that can affect the coverage day to day. T-Mobile records confirm that on January 10, 2016, Mr. [redacted] filed an insurance claim for a liquid damaged device through T-Mobile’s third-party insurance provider Assurant. Please note Mr. [redacted] was required to return his equipment to Assurant’s warehouse as part of the exchange. Regretfully, as Assurant did not receive the return of the damaged equipment Mr. [redacted] was charged a $438.38 non-return fee. T-Mobile views this charge as valid and owed. Please be advised Mr. [redacted]’s account was active from September 11, 2014, through March 17, 2016, when the mobile numbers were ported to another carrier, thus canceling the account. A review of Mr. [redacted]’s outstanding balance of $1,111.88 reflects the following charges: • Monthly recurring service charges for service rendered from March 14, 2016 through May 13, 2016. • Equipment Installment Plan (“EIP”) charges in the amount of $554.45 for a Samsung Galaxy Note 5 64GB purchased on September 11, 2015, and Logitech Mini Boom Black accessories totaling $79.83. • A $432.38 Assurant non return fee for a Samsung Galaxy Note 5 not returned to T-Mobile’s third-party insurance provider Assurant. • Applicable taxes and fees. While we do regret any concerns, T-Mobile views the above charges as valid and owed. In an effort to amicably resolve this matter, on May 31, 2016, T-Mobile applied a credit in the amount of $432.38 for the Assurant non-return fee. Mr. [redacted]’s account now currently reflects a remaining balance of $401.50. As an additional courtesy, T-Mobile provided a 90 day collection hold on collection activity until August 29, 2016. Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

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

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

June 8, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 1, 2015, regarding the above-referenced account.  We are pleased to report that Mr. [redacted]’sconcerns have been resolved to his satisfaction.   AtT-Mobile, we bill customers based upon information obtained directly from thecustomer's System Identifying Module (“SIM”) card, which is located inside thehandset.  The SIM card is unique to thecustomer and when a call is made or received the SIM card goes through anauthentication process with the wireless network.  Once the authentication process is completed,the SIM card information is registered in the network and utilized for billingpurposes.  To further authenticate a callT-Mobile also records the serial number that is unique to the handset and islocated on the back of the handset (International Mobile Equipment Identifieror IMEI).  T-Mobile has reviewed the SIMcard and IMEI number for the disputed calls on Mr. [redacted]’s account and hasconfirmed that they are valid as they match those of undisputed calls.   T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plansthe largest global data coverage area included at no extra charge.  This global freedom was automatically addedto qualifying Simple Choice plans andis available in over 100 countries and destinations (see www.t-mobile.com/internationalfor participating countries).  Pleasenote, there is no need to for customers to add a separate feature or service tothe account before they travel if they are subscribed to a qualifying rate plan. With T-Mobile's SimpleGlobal offering, customers have unlimited web at standard speeds ofapproximately 128Kbps.  These speeds aregreat for web browsing, email, social networking and occasional use of certainfeatures like GPS and maps.  However,should a customer feel these speeds are not sufficient; higher-speed datapasses are available for purchase when travelling abroad.  Additionally, voice calls back to the U.S.and to Simple Global countries are a flat rate of $0.20 per minute, whileunlimited text messaging is included at no cost.  It is important to note that users traveling to a countryoutside of Simple Global coverage will incur text charges at $0.50 per messagesent or received and data roaming charges at our standard World Class rates of$15/MB (plus taxes & fees).  Voice chargesvary by country, and as such, T-Mobile recommends that customers visitwww.t-mobile.com/international before they travel to see specific countryrates. Please be advised that on January 1, 2015, Vietnam implemented aregulation that requires a substantial increase in the wholesale rate that allVietnamese telecommunication service providers must charge.  As a result of this change, Vietnam wasremoved as an active participating party in our Simple Global offering.  Dueto this change imposed by the Vietnamese government, customers are now charged$5.99 per minute for calls while roaming in Vietnam, plus applicabletaxes.   Upon review of Mr. [redacted]’s billing statement dated March 22, 2015, Mr.[redacted]’s mobile number ending in [redacted] incurred a total of $299.50 forinternational long distance tolls while in Vietnam.     Upon further review of Mr. [redacted]’s account, our records confirm that Mr.[redacted]’s billing statement dated April 22, 2015, included $149.75 ininternational tolls for his mobile number ending in [redacted].  Please be advised that a total of 75 international roaming minutes wereused between the two above mentioned billing statements.     T-Mobile records confirm that on April 9, 2015, Mr. [redacted] contactedCustomer Care in an effort to dispute charges associated with internationaltolls.  Our records confirm that Mr. [redacted]was advised that the per minute charge while in Vietnam is $5.99, however in aneffort to resolve Mr. [redacted]’s concern, Customer Care offered a one-time courtesycredit if $120.31.  Our records confirmthat Mr. [redacted] accepted this offer.  Accordingly, Mr. [redacted]’s account was credited$120.31, and his balance was then updated to reflect $508.02, which was due byApril 15, 2015.  T-Mobile regrets if Mr. [redacted] feelsthat the previously accepted offer of compensation is not sufficient.  However, as per section 15 of T-Mobile’sTerms and Conditions of service dated October 20, 2013, upon acceptance of acredit, refund, or other compensation or benefit to resolve a disputed bill orcharge, that customer agrees that the issue is fully and finally resolved. However, on June 1, 2015, T-Mobile contacted Mr. [redacted] in an effort toamicably resolve his concerns, please note that Mr. [redacted] requested that we workwith his wife, [redacted].  It isimportant to note that Mr. [redacted] previously designated Ms. [redacted] as an authorizeduser of the account.   Pursuant to Mr. [redacted]’s request, T-Mobile contacted Ms. [redacted], andalthough it is T-Mobile’s position that all international charges are valid,T-Mobile offered to recalculate Mr. [redacted]’s account for international tollswhile in Vietnam, which resulted in a $313.94 courtesy credit.  T-Mobile also advised Ms. [redacted] of the changesimposed by the Vietnamese government, and advised that going forward, until achange is made by the Vietnamese government T-Mobile will continue to charge$5.99 per minute.  Please be advised thatMs. [redacted] accepted our offer as a resolution to their concern.  As such, a one-time $313.94 credit was appliedto Mr. [redacted]’s account, bringing his balance to $377.12, of which $177.60 isconsidered past due.    Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 11, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding damage to her T-Mobile handset and we appreciate the opportunity to provide our response to this matter. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her devices. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! with Premium Device Protection Tier 1-3 feature for $9.00 per month per line of service. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
As Ms. [redacted] subscribes to device protection on all three lines of service on her account she has the choice to process a claim through Assurant, the third party provider, should her devices sustain physical or liquid damage which would void the manufacturer’s warranty. Please note that when a claim is filed a deductible is charged by Assurant. Please be advised that Assurant has terms and conditions separate from T-Mobile.
However, upon speaking to Ms. [redacted], on August 15, 2017, in an effort to amicably resolve the matter and to assist her with acquiring a working handset, T-Mobile applied a courtesy credit for the cost of the deductible in the amount of $20.00. At that time, Ms. [redacted] confirmed the matter is resolved.
Ms. [redacted]’s account remains active with a balance of $177.00 which consists of monthly access charges, monthly EIP charges, applicable taxes, and fees, from the billing statement dated August 7, 2017, and is due, on August 27, 2017. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:HiThank you for your help, Tmobil gave a good deal so everything is fine.I hope this is th way to let you know or let me know how to do it.[redacted]

February 21, 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of...

your correspondence dated February 7, 2017, regarding the above-referenced file number.
T-Mobile regrets any concerns [redacted] experienced in regards to the Apple iPhone 7 Trade Up offer. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting [redacted] regarding her correspondence to your office. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder may contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to [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.
Diana J[redacted] Executive Response