T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:The statement here are FALSE.  " There was note a trade in device received for the phone line ending in [redacted]; therefore no account trade in credit was applied and the phone line was not enrolled in the promotion. Had the phone line met requirements the account would have received a trade in credit of $190.00 and the phone line ending in [redacted] would have received 24 EIP bill credits of $20.83 for a total amount of $499.99. The bill credits combined with the trade in credit make for a total offer value of $689.99. Attached is a copy of the email where T-mobile confirming that they have found my SamsungNote 5 (as exchange in accordance with the promotion) after I have made multiple calls and initiated a request for research for my Samsung Note 5 I had sent thru by mail as instructed since I availed the said promotion via online. The only reason I did not availed the promotion through the store (like I did for the [redacted] line) is because the stores was out of stock of the color I was looking for (coral blue). This email was even telling me that credits & adjustments have already been made which is evident how inefficient their record keeping are.This has been the huge problem all along where T-mobile could not get their records straight even after my NUMEROUS CALLS and even now still apparently unsuccessful,accusing me of not being compliant with the promotion. Every time I made a call to them I had to explain in detail the plight I have been going through and all they do is keep giving me false promises. If I would have known I had to through all of these I would have kept my Samsung Note 5. 
[redacted]

July 31, 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 21, 2017, regarding the above-referenced account. Please be advised we attempted to reach Ms. [redacted] and were unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns via this response.
T-Mobile regrets any concerns Ms. [redacted] has in regards to her T-Mobile account. T-Mobile records confirm that as of July 19, 2017, Ms. [redacted] was subscribed to the T-Mobile ONE with taxes included rate plan, which for $75.00, provides one line of service with unlimited talk, text, and unlimited data at up to 4G/LTE speeds depending on device capability. T-Mobile records also confirm that on July 20, 2017, Ms. [redacted]’s rate plan was changed back to her grandfathered Simple Choice rate plan which includes unlimited talk, text and up to 2G B of data at 4G/LTE speeds for $50.00 per month plus applicable taxes per her request.
In effort to amicably resolve this matter T-Mobile applied a credit of $12.54 to Ms. [redacted]’s account leaving a revised balance of $57.46.
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

November 6, 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 October 29, 2015, regarding the above-referenced account. We are pleased to report that we have amicably resolved Mr. [redacted]’s issues and 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. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S5 16GB on April 16, 2015. 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 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. If upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. T-Mobile records indicate that on May 2, 2015, Mr. [redacted] placed an exchange for his Samsung Galaxy S5 16GB that qualified for an alternative exchange for the Samsung Galaxy s6 32GB. With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained Liquid Damage, which is not covered under the warranty. 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 handset. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. As an offer of resolution T-Mobile has offered to waive the out of warranty fee of $434.00 from Mr. [redacted]’s account which he has accepted as an offer of resolution. T-Mobile records indicate that Mr. [redacted] made a payment of $527.41 on October 23, 2015, which brought his account to a zero balance therefore the credit of $434.00 was applied as an account credit leaving Mr. [redacted] a credit balance of $434.00 as of November 5, 2015. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted] Very truly yours, T-MOBILE USA, INC. Josiah M[redacted] Executive Response

April 19, 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: M. [redacted]
Your File No. [redacted]
T-Mobile...

Account Nos. [redacted] and [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 accounts. Please be advised that T-Mobile records indicate the account holder of record for the account number [redacted] is M. [redacted], and that Ms. [redacted] is designated as an authorized user of the account.
T-Mobile regrets Ms. [redacted]’s concerns regarding the transition from her personal account to the business account. T-Mobile records confirm on October 3, 2016, Ms. [redacted] transferred five voice lines from her personal account number ending in [redacted] to her business account number ending in 6388, along with the transfer of multiple Equipment Installment Plans (“EIP’s”). Please be advised that upon cancellation of her personal account on October 3, 2016, Ms. [redacted]’s final billing statement was sent to her address of record. Ms. [redacted]’s final billing statement dated October 28, 2016, reflected a total balance of $1,464.86 which, included a past due for rendered services during the billing cycles of August 2016 and September 2016. As Ms. [redacted]’s personal account was cancelled the final remaining EIP balance accelerated for the iPhone 7 Plus 32GB handset.
Please be advised Ms. [redacted]’s final payment to her personal account dated September 5, 2016, did not satisfy the account balance; as such, on January 26, 2017, her personal account was referred to the third-party collection agency Southwest Credit Systems. Please note that on February 7, 2017, our records confirm the iPhone 7 Plus EIP was successfully transferred to the business account, which reduced the account balance to $663.97. It is T-Mobile’s position this final balance of $663.97 is valid and owed for unpaid rendered services.
T-Mobile records indicate the business account is subscribed to the T-Mobile ONE @Work Taxes Excluded rate plan at $130.00 per month with additional lines at $25 per month per line. Additionally, the business account also includes one Mobile Internet (“MI”) line at $75.00 per month, T-Mobile’s JUMP 2.0 Tier 1-3 handset protection feature at $9.00 per month per line for the lines ending in [redacted] and [redacted], and T-Mobile’s JUMP 1.0 Tier 4-5 handset protection feature at $12.00 per month for the line ending in 6916. Please note Ms. [redacted] is receiving numerous discounts, which include a 4th line free promotional monthly credit, an MI discount, and with her enrollment in AutoPay an additional $5.00 per line bill credit. Ms. [redacted]’s monthly service charges after discounts for the business account equal $190.00 plus additional government fees and taxes.
Additionally, Ms. [redacted]’s monthly billed charges include multiple equipment installments on EIP, in which certain devices include promotional discounts. EIP includes the following equipment and installments:
• Apple iPhone 7 Plus 32GB for the line ending in 7783 at $32.09 per month;
• Apple iPhone 6s Plus 16GB for the line ending in 7783 at $31.25 per month (which is pending return to T-Mobile per an upgrade dated February 2, 2017);
• Apple iPhone 7 Plus 32GB for the line ending in 7782 at $32.09 per month;
• Samsung Galaxy S7 Edge 32GB for the line ending in 6916 at $32.50 per month;
• Samsung Galaxy Avant for the line ending in [redacted] at $6.24 per month.
• LG G Pad X tablet for the line ending in [redacted] at $0.00 per month via monthly bill credits;
• Samsung J7 for the line ending in [redacted] at $0.00 per month via monthly bill credits;
• Samsung Galaxy S7 Edge Zagg HD Dry Full Body phone case at $1.25 per month;
• Samsung Galaxy S7 Edge Evo Wallet phone case at $1.88 per month;
• Apple iPhone 6 Plus Lifeproof phone case at $3.75 per month;
• Samsung J7 Dualpro at $1.25 per month; and
• FitBit Charge HR at $2.71 per month.
In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile applied a credit totaling $663.97 to her personal account number [redacted] resulting in a zero balance.
Additionally, T-Mobile has removed the personal account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change.
Unfortunately upon contacting Ms. [redacted] on April 7, 2017, she was unavailable to discuss her additional concerns with the business account. T-Mobile would like the opportunity to resolve this matter further with Ms. [redacted]; therefore, she may contact me at the number provided below.
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 contact with our Customer Care. 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.
Kimo C[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the response is correct.  I spoke with the gentleman and he was very respectful and apologetic.  But as of this date I have only a promise of a phone.  If I receive the promised phone and it works properly then this resolution is satisfactory to me. Sincerely, [redacted]

March 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]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 10, 2017, regarding the above-referenced account.
T-Mobile does regret any inconvenience to Ms. [redacted] regarding her Carrier Freedom reimbursement request. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
There are several eligibility requirements to be met. One requirement is that customers must trade-in eligible devices that must be sent to our trade-in center. Unfortunately, T-Mobile has no record of Ms. [redacted]’s trade-in [redacted] equipment being received by our trade-in facility. As such, Ms. [redacted]’s Carrier Freedom reimbursement has not been processed.
On March 15, 2017 Ms. [redacted] was sent a reimbursement in the amount of $305.76 in an effort to amicably resolve this matter. In a further effort to amicably resolve this matter, T-Mobile has agreed to send Ms. [redacted] an additional reimbursement of $452.49. As such, Ms. [redacted] has been received a reimbursement in the full amount of her eligible reimbursement claim. T-Mobile has sent Ms. [redacted]’s remaining Carrier Freedom reimbursement of $452.49 to the address provided to your office which should arrive within five to seven business days.
In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [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.
Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect moderate to good coverage.
T-Mobile would be happy to complete troubleshooting should Ms. [redacted] wish. However T-Mobile contacted Ms. [redacted] on March 17, 2017, at which time she indicated that she did not want to proceed with trouble shooting as she intended to cancel service with T-Mobile. T-Mobile sincerely regrets that Ms. [redacted] is looking to cancel her T-Mobile account.
It is important to note that JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. 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.
Martin G[redacted]
Executive Response

October 14, 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 Prepaid No. xxx-xxx-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 8, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the delay in receiving his refund. We have reviewed Mr. [redacted] account and found that his refund was processed on October 1, 2015. As mentioned in T-Mobile’s previous correspondence, Mr. [redacted] should allow up to 10 business days to receive the prepaid refund card. We hope this resolution is acceptable to Mr. [redacted] and invite him to call me if he has further 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 [redacted] Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

April 6, 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 April 3, 2017, regarding the above-referenced account.
T-Mobile strives to provide the best handsets and service experience to our customers and we regret any concerns experienced by Ms. [redacted] regarding her handset.
Our T-Mobile records indicate that on March 16, 2017, an Assurant claim was completed for a Samsung Galaxy Note 5 and a replacement handset was shipped to Ms. [redacted]. Following, on March 31, 2017, Ms. [redacted] reported that her replacement handset was having screen issues. At this time, she participated in our Limited Warranty Exchange program and on April 3, 2017, a new replacement handset was available for in-store pickup. Regrettably, on April 3, 2017, after inspection of Ms. [redacted]’s Note 5 replacement handset, it was determined that the handset was out-of-warranty and the Warranty Exchange was not fulfilled.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on April 4,
2017, T-Mobile issued a credit of $192.50 equivalent to the required Assurant deductible Ms. [redacted] paid at the time of the above mentioned Assurant claim, leaving the account with a credit balance of $20.89. Should Ms. [redacted] decide to complete a new Assurant claim, she may contact Assurant directly at 1-866-866-6285 or online at www.myphpinfo.com.
Please note that on April 4, 2017, Ms. [redacted] took advantage of our JUMP! On Demand lease program (“JOD”) by obtaining a Samsung Galaxy S7 Edge 32GB handset and agreed to 18 monthly installments of $21.00 plus applicable taxes.
Upon speaking with Ms. [redacted] on April 5, 2017, T-Mobile agreed to allow Ms. [redacted] to return the Samsung Galaxy Note 5 handset with IMEI number [redacted] to T-Mobile. In exchange, T-Mobile will credit any remaining EIP balance obligation on the return device. Should Ms. [redacted] accept this offer, she may return the equipment directly to my attention within 30 days of the date of this letter to the following address:
Executive Response
Attention: Aika A[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the equipment. In addition, we request that Ms. [redacted] include the battery, charger and her T-Mobile account information with her equipment to ensure proper credit.
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.
Aika A[redacted] Executive Response

August 29, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 18, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter
T-Mobile regrets any concern Ms. [redacted] may have experienced regarding the return of her Samsung Galaxy Gear S. Regrettably, T-Mobile does not reflect a record of Ms. [redacted] reporting any concern with her Galaxy Gear S until April 30, 2017, which was originally purchased on September 15, 2015. However, as a gesture of goodwill and in an effort to amicably resolve Ms. [redacted]’ concern, T-Mobile agreed to accept the Galaxy Gear S outside the return period and credit the account for the cost of the device upon return to our office. Ms. [redacted] may return the Galaxy Gear S in like-new condition to:
T-Mobile Executive Response
Attention Oscar T[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
We ask that Ms. [redacted] include her name, account information, and mobile number to ensure that the accurate account receives the appropriate credit.
In Ms. [redacted]’ concern she states she did not decline the tablet, however; T-Mobile records do not reflect any such offer being made at that time of activation on October 15, 2015. It is important to note, as stated in our response dated August 15, 2017, T-Mobile did not offer a free tablet with the activation of a new mobile internet line of service on October 15, 2015, and as such respectfully declines Ms. [redacted]’ request for a free tablet.
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.
Oscar T[redacted]
Executive Response

October 22, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced regarding her mobile internet line of service. Our records confirm that Ms. [redacted] activated her account on October 14, 2016, and currently has four lines of voice service, a mobile internet line of service, and a wearable line of service. As of September 7, 2015, Ms. [redacted]’s mobile internet line of service was subscribed to our 5 GB Match Data rate plan at $10.00 monthly before taxes. Please note that Ms. [redacted] is also subscribed to our Free Data for Life promotion, where her mobile internet line of service received 200 megabytes (“MB”) of data at no cost in addition to her rate plan. T-Mobile records confirm that on July 11, 2016, T-Mobile sent a notification to Ms. [redacted] that the 5GB Match Data rate plan would no longer be available, and that her mobile internet plan would be moved to our North America Mobile Internet 5GB rate plan at $20.00 monthly. As Ms. [redacted]’s mobile internet line of service is on the same account as her voice lines, however, she would receive a monthly discount of $10.00 on the mobile internet line of service. Ms. [redacted]’s mobile internet rate plan was successfully changed on October 15, 2016. However, on October 14, 2016, Ms. [redacted] changed her rate plan on her mobile internet line to our Mobile Internet On Demand rate plan at $10.00 monthly. It is important to note that Ms. [redacted] will continue to receive the Free Data for Life promotional data, as well as the $10.00 monthly discount. 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). However, on October 14, 2016, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $30.00 for three months of her mobile internet service. Additionally, in an effort to amicably resolve Ms. [redacted]’s concerns, on October 18, 2016, T-Mobile issued an additional credit in the amount of $90.00 for the mobile internet service, bringing the total credit issued for the mobile internet line of service to $120.00, for a year of the service. Ms. [redacted]’s account remains active, with a balance of $307.88. Payment for the balance owed is due October 24, 2016. Ms. [redacted] may contacted Customer Care at 800-937-8997, or visit http://www.myT-Mobile.com to arrange for payment of the balance owed. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

July 4, 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 June 27, 2016, regarding the above-referenced account. We regret Mr. [redacted]’s experience with our retail location. In Mr. [redacted]’s correspondence to your office, he indicates having taken advantage of T-Mobile’s Apple iPhone SE promotion. From June 7, 2016 through June 23, 2016, postpaid customers who activated a new line of service and purchased an Apple iPhone using T-Mobile’s Equipment Installment Plan (“EIP”) were eligible to receive a free Apple iPhone SE 16 GB handset via reimbursement. To complete the requirements of this promotion, customers were instructed to submit documentation on T-Mobile.com/promotions website for a rebate of the value of the iPhone SE 16 GB handset totaling $400.00, which will be mailed in the form of a prepaid rebate card within eight weeks of the purchase date. T-Mobile records confirm that On June 19, 2016, Mr. [redacted] purchased two iPhone SE devices. As Mr. [redacted] further indicates in his correspondence, with this purchase he was offered two iPhone SE phone cases at no cost. T-Mobile records confirm the additional purchase of two iPhone SE phone cases using T-Mobile’s EIP offering. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase, and agreeing to pay the remaining balance in 24 installments. At the time of Mr. [redacted]’s accessories purchase, he was not required to make a down payment and only pay for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $1.46 per phone case. 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. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to waive the remaining EIP balance for the two accessories, totaling $67.06. Additionally, the difference of the EIP installments that Mr. [redacted] was previously billed totaling $2.92 was applied as an account credit, leaving his account at a credit balance of $2.92. We are pleased to report that Mr. [redacted] accepted this as full resolution. 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. Kimo C[redacted] Executive Response

October 12, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience that Ms. [redacted] might have experienced during her account activation. T- Mobile is please to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.   T-Mobile records confirm on September 27, 2017, that Ms. [redacted] was able to successfully activate service for the lines ending in 8342 and 9181 on the account number [redacted]. These two lines subscribed to our T-Mobile ONE rate plan that has a monthly cost of $110.00. Please be advised that this plan offers a $5.00 monthly discount per line for being signed up on automatic payments. Ms. [redacted]’s new account is signed up for automatic payments, and as such, she will receive a $10.00 discount monthly as long as the automatic payments remain active. Ms. [redacted] has confirmed that her account is set up correctly.   Please be advised that 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. As of September 28, 2017, Ms. [redacted] applied for the Advantage Program and approval is currently in a pending status.   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 contact with our activations department.   T-Mobile has completed its investigation of this matter and we have been unable to substantiate the allegation of fraud or identity theft.  T-Mobile determined that an account has not been activated matching Ms. [redacted]’s Social Security number. We regret for any misunderstanding and inconvenience to Ms. [redacted] regarding her account.   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.   Vanessa C[redacted] 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 4, 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. T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced regarding our 2016 September iPhone 7 Trade Up offer. From September 9, 2016, through September 14, 2016, new and existing postpaid customers who trade in their fully paid off iPhone can get a new iPhone 7 for free via trade-in credit and monthly bill credits when purchased on Equipment Installment Plan (“EIP”). Please note customers must turn in their trade-in device within 14 days of their purchase and the handset must past the three point inspection, which includes but is not limited to the Find My iPhone (“FMIP”) feature being disabled.
On September 14, 2016, T-Mobile records reflect Mr. [redacted] traded in two iPhone 6 devices and purchased two iPhone 7 128 GB devices on an Equipment Installment Plan (“EIP”). The purchase price for each device was $749.99 for a total of $1,499.98, which Mr. [redacted] agreed to pay in 24-monthly installments of $54.18.
On February 28, 2017, T-Mobile records indicate we received the iPhone 6 devices which were received after the allotted timeframe to turn in devices. Please note, one of the iPhone 6 trade-in devices also had the FMIP enabled; which, pursuant to the 2016 September iPhone Trade Up offer terms and conditions, needed to be disabled. As such, based on the date the devices were received and the FMIP being enabled, Mr. [redacted] was not eligible for the promotional offer.
As a courtesy to Ms. [redacted] and in effort to amicably resolve her concern, T-Mobile closed the EIP for the iPhone 7 128 GB devices and they now reflect a zero balance. Additionally, on May 9, 2017, T-Mobile applied a total account credit in the amount of $315.42 to cover any payments made towards the iPhone 7 128 GB devices, which resulted in a credit balance on the account for said amount.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 contact with our Customer Care. T-Mobile regrets any inconvenience this may have 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.
Carlos T[redacted]
Executive Response

February 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 27, 2016, regarding the above-referenced account. T-Mobile regrets any confusion regarding the credits applied to Ms. [redacted] account. To further clarify on January 7, 2016, Ms. [redacted]' most recent billing statement was produced in the amount of $96.08 due on January 27, 2016. On January 8, 2016 a $165.00 credit was applied to Ms. [redacted] account for the disputed early termination fee reimbursement. Additionally, on January 19, 2016, a credit in the amount of $75.00 was applied toward the account. The total credit issued toward the account was $240.00. As a result of the foregoing credits applying toward the open balance of $96.08 Ms. [redacted] was left with a credit balance of $143.92 on the account. 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

Complaint: [redacted]I am rejecting this response because: I signed up with T-Mobile for a prepaid monthly charges of $300.00. They billed me higher than that so I switched to [redacted] ([redacted] bills me the same amount every month).  Their explanation is different than mine.  T-Mobile's representative called me to resolve this complaint by deleting the amount they are currently billing me as outstanding and unlocking my two devices.  I accepted that offer.  So this complaint is officially resolved.
Sincerely,[redacted]

March 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 your correspondence dated March 8, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any continued concerns Mr. [redacted] may have regarding our Carrier Freedom offer, and handset trade-in credits. As detailed in our response to your office on March 7, 2017, T-Mobile records indicate Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of four handsets. At the time of his purchase, he was required to make a down payment of $299.97, purchased four SIM Starter Kit’s, and pay the associated taxes for his new handsets. T-Mobile records also indicate Mr. [redacted] traded in four handsets and received a trade-in credit of $628.00, which was applied towards the out-of-pocket cost for his purchase which totaled $508.79, and the remaining trade-in credit of $119.21 was applied to his account balance.
Additionally, our Carrier Freedom offer provides our customers a reimbursement of their switching costs of up to $650.00 for the device payment plan on each qualifying, as well as early termination fees up to $350.00, for each qualifying mobile number ported over to T-Mobile. Regretfully, T-Mobile did not receive a submission request within 60 days of activation and Mr. [redacted]’s account is ineligible for the offer. As a courtesy, on February 27, 2017, T-Mobile accepted and approved Mr. [redacted]’s Carrier Freedom submission, with associated cost of switching in the amount of $1,368.73, and approved a reimbursement in the amount of $740.73 for the second portion of the promotional offer in the form of a prepaid card, sent to the billing address on his above account. Please note the combined total of $1,368.73, consisted of the trade-in credits and refunded amount.
After speaking with Mr. [redacted] on March 14, 2017, as a courtesy, T-Mobile offered an additional credit to his account in the amount of $628.00, which was equal to the trade in value of the handsets traded-in at the time of his initial purchase. Mr. [redacted] accepted this offer. As of the date of this correspondence, Mr. [redacted]’s account reflects a credit balance of $925.46, and he has received a total of $1,996.73 in credit and reimbursements to fulfill his Carrier Freedom offer request. Mr. [redacted] may verify his credit balance by visiting www.T-Mobile.com. 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.
Ronnie A[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.
Mr James from t-mobile spoke to me and I explained my situation that when I sent the phone it did not have the damage mentioned by t-mobile. James was able to understand my concern and we amicably came to an agreement when Tmobile agreed to waive my out of warranty fee. We also spoke of changes in future tmobile policy about device exchanges which will help in preventing such situations. Thanks to James for the discussion and I am glad we could come to an agreement in this case
 
to me. Sincerely, [redacted]

June 19, 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.
T-Mobile regrets any concerns Ms. [redacted] has encountered regarding the returned equipment and billing on her account. Our records confirm that as of May 16, 2017, Ms. [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and 4GB’s of Data, promotional rate plan, which for $100.00 per month, provides the first two lines with unlimited talk, text and4 GBs of data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $10.00 each per month.
At the time of Ms. [redacted]’s purchase of a new handset for use on the mobile numbers ending in 0009 and 2786, T-Mobile provided a 20 day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs.
T-Mobile records indicate that the order was never accepted by Ms. [redacted] and was returned to the sender. Based on this, upon speaking with Ms. [redacted] on June 8, 2017, T-Mobile closed the Equipment Installment Plan in full for the Samsung Galaxy S8 devices that were active on the account. Additionally, T-Mobile issued a $30.00 credit for prior monthly bill charges that were assessed to the account for the equipment. The account credit resulted in a credit balance of $75.00. Lastly, T-Mobile provided Ms. [redacted] a refund to the original payment method in the amount of $242.36. Please allow one to three business days for the funds to appear in the requested bank account. 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.
Abigail [redacted]
Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, 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. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her efforts to clarify her account information. 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 contact with our retail location.
In an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on April 7, 2017, T-Mobile offered to send a letter to Ms. [redacted]’s billing address on T-Mobile letterhead advising of the account open date, the account holder of record, and Authorized Users. 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.
Jamen F[redacted]
Executive Response

May 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 18, 2016 regarding the above-referenced account. We are pleased to inform you that T-Mobile has resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with his recent handset upgrade and trade-in. Our records indicate that, based on the model handset device, the trade-in value for an Apple iPhone 5s device in good condition would have been $58.00. Unfortunately, T-Mobile could not locate any records indicating Mr. [redacted] was offered $100.00 for the device he traded in. After further research, we could not find any records indicating Mr. [redacted] traded in a device which is why there was never a trade-in credit provided to him. However, on May 17, 2016 T-Mobile applied a credit of $60.00 to Mr. [redacted]’s account as a courtesy in an effort to address his concerns. Nonetheless, in an effort to resolve Mr. [redacted]’s concerns, on May 19, 2016 T-Mobile applied an additional credit of $60.00 to his account. This credit of $60.00 along with the previously applied credit of $60.00 on May 17, 2016 completes a total of $120.00. Mr. [redacted] accepted the credits as resolution to his concerns and his account remains active with a credit balance of $60.00. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response