T-Mobile Usa Inc

October 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 September 29, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Muhammed [redacted] is designated as an authorized user of the account.   T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding the account.  T-Mobile records confirm that between the dates of September 28, 2015, and September 27, 2017, Mr. [redacted] subscribed to our now grandfathered Simple Choice North America family plan with 2GB of high speed data.  Further records confirm that on September 27, 2017, Mr. [redacted] contacted T-Mobile and requested to change the rate plan to our new T-Mobile ONE Tax Inclusive plan with unlimited data.   However, due to an inadvertent administrative error, the unlimited data feature was not added to Mr. [redacted]’s mobile number ending in 3231.  Our records indicate that on September 28, 2017, T-Mobile added the unlimited data feature to Mr. [redacted]’s mobile number ending in 3231.  Therefore, Mr. [redacted] did not have data services between September 27, 2017, and September 28, 2017.   To amicably resolve this matter, on October 3, 2017, T-Mobile applied a credit to the account in the amount of $284.14 leaving the account with a zero balance.  Additionally, T-Mobile offered our now grandfathered Select Choice rate plan for an estimated $223.00 per month including his current Equipment Installment Plan(s).  Mr. [redacted] has accepted this offer. 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.   Chris L[redacted] Executive Response Tell us why here...

April 8, 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 5, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding his handset replacement. T-Mobile records confirm that on February 1, 2016, Mr. [redacted] reported physical damage to his handset. Please note that physical damage does void the Limited Warranty and Mr. [redacted] was referred to Assurant Solutions (Assurant) to process an insurance replacement. However, rather than having Mr. [redacted] complete the equipment replacement through Assurant, Customer Care processed an upgrade and billed the total cost of the handset to Mr. [redacted]’s account and requested that the damaged handset be returned to T-Mobile. T-Mobile records confirm that on March 25, 2016, T-Mobile issued a credit in the amount of $555.82 and has confirmed the return and removal of the equipment charge on March 28, 2016. Please note that Mr. [redacted]’s account remains active with a balance of $224.61 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. Ruben A[redacted] Executive Response

Tell us why here...
June 5, 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]
To Whom It May Concern:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated May 22, 2017, regarding the above-referenced file number. 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. 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. T-Mobile has completed its investigation of this matter and we have been unable to substantiate the allegation of fraud. A review of the account indicates that billing statements were sent to the address on file but that the complainant is not a T-Mobile customer.
Investigation of this issue has confirmed that [redacted]. [redacted] is not an authorized user or a Billing Responsible Party on any T-Mobile account; as such, we will not be providing any account information to Ms. [redacted] regarding any T-Mobile account.
Upon speaking with Ms. [redacted] on May 30, 2017, it was confirmed, with the information she provided, that she is not currently a T-Mobile account holder. Therefore, should Ms. [redacted] receive any additional billing statement regarding the disputed account, we suggest that she return the item to sender. 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.
Carlos Tellez
Executive Response

June 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 Prepaid No. XXX-XXX-[redacted] and XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 9, 2017, regarding the above-referenced account.
T-Mobile regrets any mobile number change concerns Mr. [redacted] has experienced. T-Mobile records confirm that on June 7, 2017, Mr. [redacted] requested to change his mobile number ending in [redacted]. Please be advised that at that time, T-Mobile did not have mobile numbers available within the requested area code.
On June 11, 2017, T-Mobile determined that due to an inadvertent error, Mr. [redacted]’ mobile number ending in [redacted] was no longer accessible in our prepaid system. However, on June 12, 2017, Mr. [redacted]’ mobile number ending in [redacted] was restored and made viewable once again.
In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $50.00 to Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] for monthly access charges from June 25, 2017, through July 24, 2017. Both prepaid accounts currently reflect a credit balance of $50.00. 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.
[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 appreciates the opportunity to respond to Ms. [redacted]’ concern.T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset exchange experience.  T-Mobile records confirm that on January 19, 2018, Ms. [redacted] contacted Customer Care to report that her LG G4 was not booting after the start up screen.  After various troubleshooting steps performed with Customer Care, it was determined that a warranty exchange was needed as her device could not be repaired after troubleshooting.  As Ms. [redacted]’ mobile line of service ending in [redacted] was subscribed to T-Mobile’s Premium Device Protection (“PDP”) feature, a warranty exchange was ordered for her and shipped to a local store to exchange her non-working device.  However, on January 19, 2018, after the exchange was ordered, Ms. [redacted] ported her mobile number ending in [redacted] out to another carrier canceling her service.  It is important to note that handset exchanges can only be performed for active mobile lines of service that are active either on prepaid or on the postpaid side.  As Ms. [redacted]’s mobile line of service canceled the exchange was respectfully denied.T-Mobile has offered Ms. [redacted] to port her mobile number back in or activate a new mobile line of service in order to retrieve the warranty exchange.  Ms. [redacted] respectfully declined either option.  Ms. [redacted] was made aware that her manufacturer’s warranty has expired however, was recommended she contact LG Customer Care at 1-800-243-0000 for further assistance.  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.Oscar T[redacted]Executive Response

Revdex.com:I have reviewed the response made by T-Mobile in reference to complaint ID [redacted], and find that this resolution is satisfactory. I am very grateful for the executive response team at T-Mobile for being ever kind and reasonable. Im also grateful for the role of The Revdex.com for mediating this confusion. This case is closed. Sincerely, [redacted]

February 26, 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 February 16, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] has with her equipment replacement order. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on December 30, 2015, for her Samsung Galaxy S6 32GB in gold. Upon receipt of Ms. [redacted] handset at our warehouse, we examined it and it was found to have sustained physical damage to the charging port, 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 handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Nevertheless, in an effort to amicably resolve this matter, we have applied a $428.00 credit to Ms. [redacted] account for the out-of-warranty fee which was assessed to her February 8, 2016, billing statement. Ms. [redacted] account now has a credit balance of $28.00 and she may verify this by visiting www.T-Mobile.com or by dialing #225# and the “send” key on her T-Mobile device. 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. Brian W[redacted] Executive Response

Tell us why here... March 6, 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 dated February 22, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.  T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding billing, handset blocking, and equipment returns.  T-Mobile records reflect that Mr. [redacted] subscribed to our Simple Choice rate plan on May 19, 2016, at the cost of $80.00 per month for the first two voice lines of service, and $10.00 per month for each of his third and fourth voice lines.  In addition to Mr. [redacted]’s rate plan, he also subscribed to the optional 6GB data feature at the cost of $15.00 per month, JUMP feature at the cost of $12.00 per month, Voicemail to Text feature at the cost of $4.00 per month, Name ID feature at the cost of $4.00 per month, and the FamilyWhere feature at the cost of $9.99 per month on the mobile number ending in 6235.Mr. [redacted] also purchased the following equipment utilizing our Equipment Installment Plan (“EIP”):• Samsung Galaxy S6 Edge handset purchased on September 7, 2015, at the cost of $679.99 plus taxes, for which taxes were paid at the time of purchase and 24 monthly installments of $28.34 were accepted• Samsung Galaxy S7 Edge handset purchased on August 4, 2016, at the cost of $789.99 plus taxes, for which a down payment of $69.99 and taxes were paid at the time of purchase and 24 monthly installments of $30.00 were acceptedMr. [redacted]’s total monthly cost including his services and EIP before applicable usage charges, taxes and fees was at $203.33 per month.Customers who wish to receive a Coverage Solution device agree to return the device(s) should their service be cancelled.  In the event that coverage equipment is not returned, a non-return fee is assessed.  On February 13, 2015, Mr. [redacted] qualified for and ordered a 4G LTE Signal Booster coverage device, for which he was required to pay a $25.00 deposit.  Additionally, on January 15, 2016, Mr. [redacted] qualified for and ordered a 4G LTE CellSpot coverage device, for which no deposit was required.As the account was past due and T-Mobile had not received any payments on the account since September 28, 2016, Mr. [redacted]’s account was cancelled for nonpayment on January 7, 2017.  In accordance with the EIP offer and as Mr. [redacted] owes an outstanding balance on his Samsung Galaxy S6 Edge and Samsung Galaxy S7 Edge handsets, both handset were blocked for nonpayment on January 11, 2017.  It is T-Mobile’s position that the full balance of Mr. [redacted]’s account must be paid in order to be eligible for an unlock.  Furthermore, it is important to note that insurance claims cannot be processed once an account is canceled.  Should Mr. [redacted] have any questions or concerns regarding his insurance coverage, he may contact Assurant Solutions, the insurance provider, at 1-866-866-6285.Following cancellation, a billing statement dated January 14, 2017, was sent in the amount of $2,025.04 due by February 6, 2017, consisting monthly service and feature charges for the dates of December 15, 2016, through January 7, 2017, remaining EIP balances, a late fee, applicable taxes and fees in the amount of $851.65, a past due balance in the amount of $1,198.39 dating back to September 28, 2016, and a deposit refund of $25.00.A billing statement dated February 14, 2017, was sent in the amount of $2,489.94 due by March 6, 2017, consisting of non-return fees for Mr. [redacted]’s coverage devices and applicable taxes in the amount of $464.90, and a past due balance in the amount of $2,025.04.  It is important to note that T-Mobile sent reminders and return labels to Mr. [redacted]’s billing address so that he may return his coverage devices within 30 days to avoid a non-return fee.  As Mr. [redacted] did not return the equipment within the allotted timeframe, it is T-Mobile’s position that his coverage devices are no longer eligible to be returned.Please be advised that T-Mobile attempted to contact Mr. [redacted] via billing notifications and calls to the contact number of record in an effort to collect this balance.  As the balance remained unpaid, T-Mobile referred the account to a third-party collection agency on February 14, 2017, and a one-time collection fee in the amount of $371.26 was assessed, updating the account balance to $2,861.20.  Mr. [redacted] may contact AmSher, the third-party collection currently assigned to collect on this account, at 1-877-322-9724 to discuss arrangement options.Please note that once a mobile number is cancelled, customers have up to 60 days to resume the line with the same mobile number.  Upon review of the account, Mr. [redacted]’s account has been cancelled for more than a year and his mobile number ending in 6235 is ineligible to be reactivated.  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.Anthony M[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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 15, 2016, regarding the above-referenced prepaid number. We are pleased to confirm that Ms. [redacted] is satisfied with our resolution. We regret losing Ms. [redacted]’s business and her concerns with her refund of her services. As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service. On May 10, 2016, T-Mobile records indicate Ms. [redacted] chose to return her purchased equipment and cancel her prepaid service. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile refunded the remaining difference in her account balance equaling $49.80 in the form of a mailed prepaid refund card. We request Ms. [redacted] to please allow seven to ten business days for delivery. For questions regarding approved refund, Ms. [redacted] may contact Citibank at 1-800-522-7458. Ms. [redacted] accepted this refund as resolution. 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

October 30, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your...

correspondence dated October 22, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] at the number provided in her correspondence to your agency, however our attempts have been unsuccessful. It is important to note that T-Mobile was not provided with Ms. [redacted]’s T-Mobile account number and/or mobile phone number, and as such, we were unable to complete our investigation. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, she may contact me at the number below if she wishes to discuss 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. 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]

June 16, 2015FILEDELECTRONICALLY 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 9, 2015, regarding the above-referenced account.   T-Mobile recordsreflect that Mr. [redacted] purchased a Sony Xperia Z1’s on June 21, 2014.  By purchasing T-Mobile equipment, ourcustomers receive a one-year Limited Warranty provided by the manufacturer oftheir device.  During the LimitedWarranty period, customers are eligible to receive an advanced replacement oftheir device via T-Mobile’s Handset Exchange Program or a post-exchange deviceby contacting the manufacturer directly to discuss repair or replacementoptions.  Under the Handset Exchange Program, T-Mobile will provide areplacement handset of the same or equivalent model, with a Service WarrantyProcessing Fee, provided that the non-working handset is in good physicalcondition with no modifications or damage, such as broken or cracked plastics,LCD or internal parts, or liquid damage. T-Mobile recordsreflect that Mr. [redacted] participated in the Limited Warranty Exchange processon April 26, 2015 for the Sony Xperia Z1 device, upon receipt we examined it andit was found to have sustained liquid damage which is not covered under thewarranty.  Although we troubleshoot thehandsets prior to performing a handset exchange pursuant to the above policy,this is not the final exam.  Upon receiptof the non-working handset, we have trained technicians who dismantle andexamine the handsets.  A warning of thepossibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted]at the time of the exchange.  Thisinformation is also in the users’ manual and in the material that accompaniesthe replacement handset.  Based on theabove information it is T-Mobile’s position that the out-of-warranty fee wasvalidly assessed to Mr. [redacted]’s T-Mobile account.  However, as acourtesy and in an effort to amicably resolve this matter T-Mobile has applieda one-time courtesy credit of $320.25 for the out-of-warranty fee andapplicable taxes, leaving a balance of $305.15 that is due by June 22, 2015.  Mr. [redacted] can contact our Customer Care departmentat [redacted] to make arrangement for payment or may remit payment to theaddress listed on his billing statement.  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. Luv [redacted]Executive Response

April 11, 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 5, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his participation in T-Mobile’s Carrier Freedom promotional offer. Please be advised that there are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. Records confirm that Mr. [redacted] did not transfer his mobile number to T-Mobile from his previous service provider. As such, he did not meet the eligibility requirements for the above-referenced offer.
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on April 11, 2017, T-Mobile agreed to offer a 30-day period in which Mr. [redacted] may send his device trade-in and a copy of his final itemized billing statement from his previous service provider, which clearly reflects his qualifying cancellation fees, to me at the following:
T-Mobile USA, Inc.
Attn: [redacted] c/o Executive Response
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Mr. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to submit for a prepaid debit card to be sent to Mr. [redacted] in the amount of his qualifying cancellation expenses. T-Mobile recommends that Mr. [redacted] request 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. Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and this offer will be considered null and void. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer.
Pursuant to conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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.
[redacted] Executive Response

Revdex.com:T-mobile called me today.  Mr. Dave T[redacted] called me and the issue is resolved.  They paid the balance directly into  my bank account and I am satisfied.  I appreciate your help on this matter, thank you.  
Sincerely, [redacted]

Complaint: [redacted]
Hi [redacted], 
 
Thank you for your response. I checked the tracking number for the letter I sent and it looks like it was delivered and available on December 16, 2016 at 6:30AM. I have added the USPS tracking sheet for your confirmation. Attached in this email is the contents of the envelope I sent to the Revdex.com on December 9th, 2016 in response to your letter dated December 2nd 2016. T-Mobile notified the Revdex.com on December 1, 2016 claiming that they "attempted to reach [me] without success." As you can see from the attached voicemail transcripts, I did respond to T-Mobile. I returned Ms. Ally Y[redacted] call and sent a responding email on December 1st, 2016 (see attached documents). I understand that this matter could be resolved with a refund from T-Mobile but Ms. Y[redacted] has not responded to my December 1, 2016 email. For the record, as of this email, I still have not received any contact from T-Mobile despite her voicemail stating that she would let the Revdex.com "know we're going to continue to work with you...". 
 
I would greatly appreciate if the Revdex.com would reopen my case and possibly advocate on my behalf for some kind of resolve with T-Mobile. 
 
If there is any additional information I can provide or if something needs further clarification, please let me know. I can be reached by email or the phone number listed below. Thank you so much for your time in this matter. I truly appreciate it. 
 
Happy Holidays, 
 
[redacted]
[redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]
I am rejecting this response because: My original complaint was regarding my plan increases, lack of proper communication and lack of professionalism on the part of Tmobil customer care. The long distance plan was in use by my account for years. It was always $10. All of the sudden it increased without my knowledge. When I called regarding the increase earlier this year - I was given a courtesy lowering of the price of the plan back to $10. NO ONE EXPLAINED TO ME that this is a completely different plan. Miss Diana (responding on behalf of tmobil) should have listened to the calls to get a better grasp of the situation. I was on a budged, when my price shot up obviously that changed my billing cost as well. I was constantly on the phone with tmobil, and every time they PROMISED that NOW it will (again) be $45 for everything. As I said that was my main concern that those changes never stuck around for more then a month or two. That was my MAIN concern. Second concern was the complete inadequacy of the representatives I have talked with on May 1 (as explained in original complaint).  The fact that I was changed over to the pay per minute plan was news to me, and only after talking to several reps (perhaps close to 10) last one told me of what happened. I was unaware, as that is not the plan I WOULD EVER BUY! The last rep also told me that the plan I was talking about (all inclusive calls) never existed. She never changed my plan back to my OLD plan. I went on my device, logged on and checked for myself. I then found the all inclusive (supposedly non existent plan) and switched myself back. Miss Diana from Tmobil called me 5-15-17 left a message, I called her back with the extension number provided however, the main message was on repeat and I was unable to reach anyone. I called again today; reached Miss Dianas voice mail, which has a recording dating back to January and speaking of " no one being around due to inclement weather" - I left a message with all my details , but no one called me back... seems like this in a ongoing problem with tmobil. complete lack of undestanding of what the customer is saying, lack of communication and inadequacy. None of my major concerns were addressed by miss Diana, she only tried to explain the long distance plan, but she failed to explain WHY it was switched to a different plan, without any explanation by the rep changing it - I did not want a different plan!...  My complaint stand... Please address the issues I asked about, I however did not ask about a running history of my bill payments. I have been a customer of tmobil since April 2002, thats 15 years - obviously  I paid my bills. Thank you
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will accept the conditions that are before. However, if T-Mobile does not follow through on their promises, I will reopen a case.
Sincerely,
[redacted]

April 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 11, 2016, regarding the above-referenced account. T-Mobile understands that a higher than expected bill can be frustrating and we regret any concerns Mr. [redacted] experienced regarding this matter. T-Mobile’s goal is to provide exceptional service for all of our customers. Our records indicate that on October 30, 2015, Mr. [redacted] activated the above-referenced account and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and 10GB of data rate plan for $120.00 per month with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. Please note that by November 9, 2015, Mr. [redacted] had ported his mobile numbers ending in [redacted], [redacted], [redacted] and [redacted] from a different carrier to replace mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. Following, on November 9, 2015, Mr. [redacted] ported his mobile number ending in [redacted] from a different carrier to replace mobile numbers ending in [redacted]. Next, on November 11, 2015, the mobile numbers ending in [redacted] and [redacted] were activated under the account. In addition, on November 11, 2015, the mobile number ending in [redacted] was ported from a different carrier to replace mobile number ending in [redacted]. Pursuant to Mr. [redacted]’ request, on November 11, 2015, the mobile number ending in [redacted] completed a mobile number change to the mobile number ending in [redacted]. Currently Mr. [redacted]’ account has the mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. The additional feature on the account is for the mobile number ending in [redacted] which has Premium Handset Protection (“PHP”) Mobile Security feature for $12.00 per month. Based on the above, Mr. [redacted]’ estimated monthly recurring charges are $132.00 before applicable taxes, equipment charges, and fees. T-Mobile records reflect that Mr. [redacted]’ billing statement dated February 2, 2016, had a total balance due in the amount of $321.64 which included a past due balance of $164.11 from the billing statement dated January 2, 2016. This balance consisted of monthly recurring charges, feature, applicable taxes and fees billed from February 2, 2016, to March 1, 2016, and late fee of $5.00 as payment was not received in full for the prior billing statement. Please note the above mentioned past due balance was due by January 22, 2016. On February 11, 2016, and February 29, 2016, payments of $164.11 and $157.53 accordingly, were remitted to the account, bringing the account to a zero balance. T-Mobile records further reflect that Mr. [redacted]’ billing statement dated March 2, 2016, had a balance of $262.74 which consisted of monthly recurring charges, feature, applicable taxes and fees billed from March 2, 2016, to April 1, 2016, and four restore from suspend fees of $20.00 per line of service. T-Mobile records confirm that Mr. [redacted]’ billing statement dated April 2, 2016, had a total balance due in the amount of $422.49 which included a past due balance of $162.74 from the billing statement dated March 2, 2016, monthly recurring charges, feature, applicable taxes and fees billed from April 2, 2016, to May 1, 2016, and late fee of $5.00. Please note that on April 10, 2016, and April 11, 2016, payments of $80.00 and $80.01, accordingly, were remitted to the account, bring the balance owed to $262.48. Mr. [redacted] billing cycle runs from the 2nd of one month to the 1st of the following month. Please be advised that customers are eligible of performing a billing cycle change once per the lifetime of the account. Also, there are certain eligibility requirements that need to be met in order to have the billing cycle closed date changed. It is important to note that if a customer chooses to change their billing cycle close date, there are certain account impacts included but not limited to billing due date change, prorated monthly access charges for the month that the billing cycle changes goes into effect which the customer must accept prior to having the cycle changed. A review of Mr. [redacted]’ account confirms that he has been billed accordingly to his selected service. Nonetheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on April 13, 2016, T-Mobile issued credits totaling $129.81 for the four restore from suspend fees including taxes and the PHP Mobile Security feature associated to the mobile number ending in [redacted]. As a result of this credit the account balance was impacted bring the balance owed to $132.67. 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

Revdex.com:
From: [redacted] [mailto:[redacted]] Sent: Thursday, June 16, 2016 3:01 PMTo: Complaints <[email protected]>Subject: Re: You have a new message from the Revdex.com
 
Please be advised I wish to close this complaint as long as t mobile ensures there are no derogatory entries on [redacted], [redacted]  [redacted] and myself. If that is true, close the complaint with a satisfactory ending.[redacted]

August 25, 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 August 18, 2015, regarding the above-referenced account. T-Mobile regrets any concern Mr. [redacted] may have experienced in regards to the return of his Limited Warranty Exchange handset. T-Mobile records reflect that Mr. [redacted] participated in the Limited Warranty Exchange offered by T-Mobile, on behalf the manufacturer, on May 24, 2015, with the order number [redacted], for a Sony Xperia Z handset; IMEI number [redacted]. In review of the account on June 13, 2015, Mr. [redacted] participated in our Equipment Installment Plan (“EIP”) with the purchase of two Samsung Note 4 handsets. T-Mobile records confirm that on June 25, 2015, Mr. [redacted] account was charged $238.75, for the billing cycle from June 23, 2015 through July 22, 2015. There is no record of payment being received for this billing statement. When the July 2015 billing statement generated Mr. [redacted] was charged $1,250.54, for the billing cycle from July 23, 2015 through August 22, 2015. During this billing statement Mr. [redacted] was charged monthly access charges, applicable taxes, two down payments of $312.00 each, for the above-mentioned handsets, and a non-return fee for Mr. [redacted] Sony Xperia Z handset. This increased the balance owed to $1,489.29. Due to an inadvertent error, on July 13, 2015, T-Mobile’s records reflected that Mr. [redacted] Sony Xperia Z handset had not been returned to the warehouse; therefore, a non-return fee of $429.95, plus the applicable taxes of $35.47, was applied to Mr. [redacted] July 25, 2015, billing statement. T-Mobile has confirmed the equipment was received and on August 17, 2015, T-Mobile applied a credit of $429.95 and $35.47 to Mr. [redacted] account, reducing the amount due to $1,023.87. Additionally, T-Mobile applied a courtesy credit of $250.00, to the account further reducing the account balance to $773.87. T-Mobile received a payment the same day in the amount of $239.00, reducing the balance due to $534.87. At Mr. [redacted] request, T-Mobile agreed to apply an additional courtesy credit of $156.00, bring the balance to $378.87. Mr. [redacted] then agreed to an Extended Payment Schedule (EPS), for the remaining balance of $378.87, to be paid in nine monthly installments of $42.09 each, beginning on Mr. [redacted] September 2015 billing statement. As a result of the EPS Mr. [redacted] account reflected a zero balance. Upon speaking with Mr. [redacted] on August 20, 2015, and in an effort to amicably resolve the matter, T-Mobile agreed to apply a final courtesy credit of $200.00. Mr. [redacted] account remains active with a credit balance of $200.00. Please note this credit will impact the balance on Mr. [redacted] upcoming billing statement. Mr. [redacted] has accepted this as a resolution to his concerns. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response