T-Mobile Usa Inc

July 15, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 7, 2015, 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 records confirm that on November 23, 2011, pursuant to Ms. [redacted] request, Mr. [redacted] was added to her account as an authorized user. Please note that when an authorized user is added to an account they are authorized to purchase equipment through the Handset Upgrade Program. As such, on January 20, 2012, Mr. [redacted] visited a T-Mobile retail store and during this visit he participated in T-Mobile’s Handset Upgrade Program wherein he purchased a new Nokia Lumia 710 device at a discounted cost of $243.38 for mobile number ending in [redacted]. In order to receive the discounted price, Mr. [redacted] agreed to renew the contract on the above number for a period of 24 months, stipulating up to a $200.00 early termination fee, through January 20, 2014. Further records confirm that on December 7, 2012, Ms. [redacted] account was canceled for non-payment. Since the above number was canceled before the contract end date, Ms. [redacted] account was assessed a $200.00 early termination fee. On December 29, 2012, Ms. [redacted] final billing statement was mailed to her showing a final balance of $479.06, which includes the above early termination fee, monthly access charges and applicable taxes through the date of cancelation. Since payment was not received for the outstanding balance, on February 1, 2013, Ms. [redacted] account was referred to a third party agency, [redacted], for collection purposes. Since [redacted] was unable to collect the outstanding balance, on October 6, 2013, the account was referred to [redacted] and on October 16, 2014, the account was finally referred to [redacted] In an effort to amicably resolve this issue, T-Mobile has applied a $479.06 credit to Ms. [redacted] account to bring the outstanding balance to zero. Ms. [redacted] account will remain closed with a zero balance. Therefore, Ms. [redacted] account has been removed from collections and any negative information reported to her credit file will be deleted within 90 days. Ms. [redacted] may contact the credit bureaus directly to dispute the information and request that the removal of the information be expedited. Please find the contact information for the credit bureaus below. T-Mobile regrets any inconvenience to Ms. [redacted]. • [redacted] PO Box [redacted] Allen, TX 75013-0[redacted] PO Box [redacted] Atlanta, GA 30374 [redacted] PO Box [redacted] Fullerton, CA 92834 [redacted] Fax [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. Brian W[redacted] 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 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 appreciates being given the opportunity to review and address Ms. [redacted]’ concerns.
We regret any concerns Ms. [redacted] experienced regarding an inquiry on her credit report. Upon review of this matter, T-Mobile shows no record of a credit inquiry dated August 20, 2015, as mentioned by Ms. [redacted]. Upon speaking with Ms. [redacted] on June 9, 2017, we have advised that we will contact Equifax, Trans Union and Experian requesting to have the inquiries removed. We regret any inconvenience this may have caused Ms. [redacted].
Ms. [redacted] may contact the credit bureaus at the following numbers:
Equifax 888-259-2689
Experian 888-397-3742
Trans Union 800-916-8800
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.
Felicia P[redacted] Executive Response

November 7, 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 28, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding his recent handset purchase. Please note that On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who trade-in their fully paid off iPhone 5 or above. Please note that between September 9, 2016, and September 14, 2016, customers were not required to change to T-Mobile ONE to be eligible for the promotion. However, on September 15, 2016, the program was updated and customers are required to sign up for T-Mobile ONE rate plan. Customers that purchase a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and trade-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Pursuant to the terms and conditions of T-Mobile iPhone 7 Trade-Up Offer, customers who traded-in an eligible iPhone device were given the opportunity to acquire an iPhone 7 32GB at no cost. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant. T-Mobile records confirm that on September 18, 2016, Mr. [redacted] purchased an Apple iPhone 7 128 GB handset using our EIP program, with a total cost of $749.99. Our records also confirm that Mr. [redacted] traded-in an Apple iPhone 6 handset. And as mentioned in Mr. [redacted]’s letter to your office, at that time of purchase, he chose to change to the T-Mobile ONE rate plan in order to qualify for the iPhone 7 Trade-Up offer. Based on the above it is T-Mobile’s position that Mr. [redacted] qualified for the iPhone 7 Trade-Up offer. It is important to note that although Mr. [redacted] is receiving the $5.00 monthly discount for subscribing to Autopay with the new T-Mobile One rate plan, the monthly corporate discount for his employer is not compatible with the rate plan he selected. However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile agreed to honor the iPhone 7 trade up offer without the requirement of Mr. [redacted] having to switch to the T-Mobile One rate plan. Pursuant to a conversation with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. As of the date of this letter, Mr. [redacted]’s account reflects a $65.64 balance, is on his previous $50.00 Simple Choice rate plan which qualifies for the monthly corporate discount, and the remaining EIP balance for the Apple iPhone 7 has been reduce to zero. 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. 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. Alberto V[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 2, 2016, regarding the above-referenced account. T-Mobile regrets any warranty exchange concerns Ms. [redacted] has experienced. On July 23, 2016, replacement equipment was ordered for Ms. [redacted]’s non-working equipment. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return fee. It is important to note that the possibility of a non-return fee was disclosed to Ms. [redacted] at the time the exchange was processed. Please note that as of August 8, 2016, T-Mobile has no record of Ms. [redacted]’s non-working equipment being returned to our warehouse. Please be advised that the above-mentioned replacement equipment was shipped to a T-Mobile retail location for pick-up. It is the T-Mobile retail store’s responsibility to return the non-working handset back to our warehouse. On August 8, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $204.87 to the account for monthly access charges from June 9, 2016, through July 8, 2016. Ms. [redacted]’s account currently reflects a zero balance. Additionally, T-Mobile will follow up on Ms. [redacted]’s account in 30 days from the date of this letter and waive any non-return fees if assessed toward the account for the above-referenced warranty exchange. 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. William B[redacted] Executive Response

January 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 January 17, 2017 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to [redacted] satisfaction.
 
Please be advised that on January 13, 2017 we spoke to [redacted] and she accepted our offer as described in our previous correspondence at which time all changes were made to the account.  We regret 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.
 
David T[redacted]
Executive Response

August 15, 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 August 1, 2017, regarding the above-referenced account.  T-Mobile is pleased to report we have resolved this matter to Ms. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience Ms. [redacted] may have experienced during her recent order. T-Mobile records indicate that on March 22, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Tab E tablet.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.    At the time, Ms. [redacted] was provided with a 14-day buyer’s remorse period at which she could return the equipment for a full refund. The tablet must be in its original packaging with original contents, undamaged and in good working condition.  Records confirm the above mentioned tablet was in fact returned on April 20, 2017 however due to an inadvertent error, Ms. [redacted] account was not canceled until May 17, 2017, due to non-payment.   Upon review of the account and Ms. [redacted]’s, correspondence, T-Mobile has issued a credit of $222.67 to the above-referenced account bringing the account to a zero balance.  In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated.  Ms. [redacted]’s account remains closed with a zero balance.  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.   James H[redacted] Executive Response

August 23, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated August 18, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. We regret hearing of Mr. [redacted]’s concerns with our Samsung Buy One Get One (“BOGO”) promotion and the status of his submissions. Please be advised that customers who purchased a Samsung Galaxy S7 or S7 Edge with Equipment Installment Plan (“EIP”) from March 11, 2016 through March 17, 2016, were eligible to a free Samsung Galaxy S7 device which would be received as a rebate card. It is important to note that in order to qualify for the rebate card, customers must submit their application at www.T-Mobile.com/promotions by April 17, 2016. A review of Mr. [redacted]’s account confirms that on March 8, 2016, he qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S7 device valued at $779.99. It is important to note that on March 18, 2016, Mr. [redacted] activated a new line of service and purchased a second Samsung Galaxy S7 Edge device. Please be advised that as the handset purchased and newly activated line of service was after March 17, 2016, Mr. [redacted] would not be eligible for the BOGO promotion. Furthermore, T-Mobile has no record of Mr. [redacted] submitting for the above mentioned BOGO offer. Accordingly, when Mr. [redacted] contacted our Customer Care and requested to qualify for the promotion, he was advised that for the above mentioned reasons, he no longer eligible for the rebate card. However, in an effort to amicably resolve his matter and as a courtesy to Mr. [redacted], T-Mobile has accelerated and waived the remaining EIP balance of $617.49 from one of the Samsung Galaxy S7 devices. Additionally, T-Mobile has issued a $162.50 credit to the account which is equal to the difference in the EIP accelerated to the account and the full value of the $779.99 rebate. As of the date of this letter, Mr. [redacted]’s account reflects a $57.33 balance. 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. Alberto V[redacted] Executive Response

Tell us why here...
December 14, 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 December 4, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with her T-Mobile handset. T-Mobile records indicate that on November 22, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG V30 Plus handsets at a T-Mobile retail store. At the time of Ms. [redacted]’s purchase, she was required to remit a down payment of $130.00 and agreed to a series of 24-monthly installments in the amount of $30.00 for each handset.
As Ms. [redacted] states in her correspondence, one of her handsets had issues and needed to be returned. T-Mobile provided Ms. [redacted] with a 14-day return period, which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could be returned to the original point of sale for a refund or exchange.
Upon speaking with Ms. [redacted], she was requesting to process a handset exchange, which is under our Limited Handset Exchange program for customers who after their equipment return period have any manufacturer defect with their handset. T-Mobile will provide customers with a like new replacement under our warranty program. However, Ms. [redacted] did not qualify to participate in our Limited Handset Exchange program as she is under her equipment return period and it would be best for her to return it and purchase a new handset.
In an effort to amicably resolve this matter, on December 5, 2017, T-Mobile sent Ms. [redacted] a new LG V30 Plus and billed her account for the full price of the handset. T-Mobile requested that Ms. [redacted] return her non-working LG V30 Plus to our office with the return label provided. Upon receipt of the non-working handset, T-Mobile will issue a credit equal to the full purchase price that will be billed to the account balance. In addition, Ms. [redacted] is returning her non-working tablet in exchange for a credit of her down payment and remaining EIP balance.
On December 5, 2017, T-Mobile applied a courtesy credit of $76.25 for disputing monthly EIPs. Furthermore, on December 11, 2017, T-Mobile applied a courtesy credit of $75.00. As of December 12, 2017, Ms. [redacted]’s account reflects a credit balance of $100.00 that will be applied towards the next billing statement. Ms. [redacted] accepted this as a resolution. T-Mobile regrets any inconvenience to Ms. [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

September 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated September 1, 2017, regarding the above-referenced account. We are pleased to report that Mr. [redacted]’s concerns have been addressed and resolved to his satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our 2017 Q3 Samsung Tablet Bundle promotional offer. We appreciate the opportunity to respond to this matter.
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.
Please be advised that from August 9, 2017, through August 31, 2017, T-Mobile offered the 2017 Q3 Samsung Tablet Bundle promotional offer. Please be advised that this promotional offer provided customers like Mr. [redacted] a Samsung Tab E tablet free of charge after monthly Equipment Installment Plan (“EIP”) credits. In order to qualify for this promotion, customers were required to have purchased a new Samsung Galaxy S8 or S8+ handset on EIP, and activate a Mobile Internet (“MI”) line of service with a minimum of a 2GB monthly data plan.
Upon review of Mr. [redacted]’s account, our records reflect that on August 28, 2017, Mr. [redacted] purchased a Samsung Galaxy S8 handset via our EIP offering. Furthermore, our records reflect that Mr. [redacted] activated a MI line of service on our 2GB rate plan and purchased a Samsung Tab E tablet via our EIP. Please note that Mr. [redacted]’s EIP for his tablet will bill $10.00 per month for the following 24 months.
With further review of Mr. [redacted]’s account, T-Mobile has confirmed that his EIP purchase and selected rate plan have qualified him to participate in our 2017 Q3 Samsung Tablet Bundle promotional offer. As such, Mr. [redacted]’s monthly bill will include a $10.00 EIP charge for his tablet, and will also receive a $10.00 EIP promotional credit thereby making the tablet free of charge.
In Mr. [redacted]’s letter to your office he stated that he was charged for taxes and a SIM starter kit for his tablet. Please be advised that pursuant to the terms of our EIP, should a customer participate in our EIP they are required to remit payment for the taxes on the full retail cost of the device. Additionally, a SIM starter fee was assessed at the time of activation so that Mr. [redacted]’s tablet is able to connect to our network and utilize the 2GB data plan.
Please be advised that on September 3, 2017, T-Mobile contacted Mr. [redacted] regarding his concerns and advised him that his above EIP purchase was enrolled in our 2017 Q3 Samsung Tablet Bundle promotional offering and so long as he maintains at least a 2GB data plan for his MI line of service, he will receive a monthly credit to absolve the tablet’s EIP impact. Please note that Mr. [redacted] accepted this as a resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and subscription to our T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited rate plan with an unlimited data feature, customers were eligible to receive the iPhone 7 device at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment. Please note that these requirements must be met throughout the term of the EIP.
T-Mobile records indicate that on November 26, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 7 32GB. However, Ms. [redacted]’s rate plan is a promotional plan that is ineligible for the above-mentioned promotion.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 20, 2017, T-Mobile waived the remaining EIP balance for the iPhone 7 32GB. Additionally, T-Mobile issued a credited of $162.54 for the last six months of EIP payments of $27.09, leaving the account with a credit balance of $162.54. 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.
Chris L[redacted]
Executive Response

July 16, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 8, 2015, regarding the above-referenced account. Please be advised that upon speaking to Mr. [redacted], T-Mobile has confirmed that [redacted] and [redacted] are the same person. Please note that from time to time T-Mobile re-evaluates available rate plan offerings and may choose to grandfather certain rate plans as was the case with Mr. [redacted]’s Value 500 Minute Talk and Text rate plan that provided him with 500 minutes and unlimited messages per month for $39.99 plus applicable taxes, fees, and surcharges. Please be advised that in December 2014, Mr. [redacted] was notified via a letter from T-Mobile that his rate plan would be grandfathered and no longer available to him as T-Mobile had chosen to no longer support that particular plan. He was further advised to contact Customer Care in order to choose a new rate plan and that if he did not contact Customer Care, his plan would be changed to a plan as similar in features and cost as we could make it. Following the rate plan change that took place effective January 27, 2015, Mr. [redacted] was subscribed to the Select Choice Unlimited Talk, Text, and Data promotional rate plan which provides unlimited nationwide calling, messaging, and 30 megabytes (MB) of 4G LTE data for $40.00 per month plus applicable taxes, fees, and surcharges. While we regret if Mr. [redacted] is not satisfied with his new rate plan, Mr. [redacted] has no annual contract with T-Mobile and therefore may cancel his service at any time without the assessment of an early termination fee. Because Mr. [redacted]’s prior rate plan is now grandfathered, T-Mobile respectfully declines Mr. [redacted]’s request for an ongoing $5.00 discount to his monthly access charges. Nevertheless, in an effort to amicably resolve the matter, T-Mobile is offering a onetime courtesy credit of $100.00 which is equivalent to two months of Mr. [redacted]’s monthly access charges. If Mr. [redacted] wishes to accept our offer he may contact me directly at the number listed below within fourteen days from the date of this letter. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

May 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to her account. T-Mobile records indicate that on March 1, 2017, Ms. [redacted] activated one line of service. On April 26, 2017, Ms. [redacted]’s account was cancelled. Please be advised that a credit of $200.00 was entered on Ms. [redacted]’s account leaving a zero balance.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our 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.
Mercedes V[redacted]
Executive Response

June 6, 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 Account No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated May 28, 2016, regarding the above-referenced prepaid number. We are pleased to inform you that T-Mobile has addressed Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any confusion regarding taxes and surcharges on Mr. [redacted]’s prepaid account. After review, T-Mobile discovered that as of January 1, 2016, New Hampshire prepaid customers are subject to an E911 surcharge for $0.75 per line of service per month. An E911 surcharge is a local surcharge for the implementation and support of 911 emergency phone services producing radio communications access lines (radio equipment and assigning customer identification numbers used to connect a mobile or fixed radio to a communications service provider's network for two-way interactive voice). This is a local fee that we collect on behalf of the local government. Please note, all prepaid telecommunications services and wireless telephones are subject to a prepaid wireless Emergency-911 surcharge (also known as prepaid E-911 surcharge). This fee is imposed by various states and T-Mobile will collect it on their behalf. Should Mr. [redacted] have questions on this surcharge fee, T-Mobile suggests him to contact his local state Department of Revenue or Office of Tax. T-Mobile records indicate on May 7, 2016, Mr. [redacted] discontinued the automatic payment option on his prepaid account. However the additional $0.75 surcharge will continue to be billed to Mr. [redacted] regardless. Should he wish to reenroll in our convenient automatic payment option, he may do so by dialing [redacted] from his prepaid device. Nonetheless, in an effort to resolve Mr. [redacted]’s concerns amicably, on June 3, 2016 T-Mobile applied a credit in the amount of $3.00 to his prepaid account as he was requesting. Mr. [redacted] accepted the one-time credit 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. Sal O[redacted] Executive Response

October 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated October 21, 2016, regarding the above-referenced account. T-Mobile regrets Ms. [redacted]’s concerns regarding a Signal Booster. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. We do regret that Ms. [redacted] did not see any improvements in her coverage after obtaining a T-Mobile Signal Booster. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. T-Mobile records indicate on March 25, 2015, Ms. [redacted] was sent the coverage device. Furthermore on October 5, 2016, Ms. [redacted] elected to cancel her T-Mobile account at which time she was given 30-days to return her T-Mobile Signal Booster. We do regret if Ms. [redacted] was misinformed about the Signal Booster not needing to be returned to T-Mobile. As Ms. [redacted] has discarded the equipment, she will be assessed a non-return fee of $289.00 which will be applied to her T-Mobile account after 30-days of cancelation. However in an effort to amicably resolve this matter, T-Mobile has agreed to follow up November 8, 2016, and credit the non-return fee once assessed to Ms. [redacted]’s account. Please note the fee will be applied after 30-days of cancelation from October 5, 2016. 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

Complaint: [redacted]I am rejecting this response because:
I am satisfied that T-Mobile paid the early termination fees with  [redacted].  However, I had incurred $1132.82 in expenses with [redacted] other than the EFTs.  The breakdown is as follows:
 
June - $527.49
July - $443.72
August - $161.61
=============
$1,132.82
 
I also paid to T-Mobile the following:
 
$287.93 Taxes on Phones
$316.71 June
$316.51 July
$317.49 August
Paid $1238.64 total
$260.00 Credit
Paid $978.64
 
I had two phone bills through 3 billing cycles due to the misrepresentation of T-Mobiles representative.  I am requesting they reimburse my cost to [redacted].  I was told that I would not have to pay the June bill if I switched over ($443.42).  That it would be credited.  I not only paid June, but I paid July and August.  
 
I received only $360 for 5 Iphones - 4 were IPhone 6.  I was told I should get $300 each.
 
 
 
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  The phone that was unlocked was an I-phone SE  that had been flood damaged --(the phone I requested with the IMEI to be unlocked listed below received the following email response from T-Mobile).     I essentially had no recourse based on this email and ended up returning to Apple where I bought the phone to deal with T-mobile's response to me.   The unlock process required multiple calls, visit to APPLE store and 7 days.   I purchasers a new phone.
I believe the response listed below should be posted with my complaint
 
T-Mobile Sim Unlock RequestSim Unlock Reference:  [redacted]IMEI:  [redacted]
Thank you for taking the time to contact T-Mobile. We have received your SIM Unlock Request. Unfortunately, this subscriber is not eligible to receive the unlock code at this time. In order to be eligible, the device must show at least one day of usage 40 days or more prior to the date of this request Please submit a new request after this requirement has been met.Thank You,
Customer ServiceT-Mobile USA, IncSincerely,[redacted]

June 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] and [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] and [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated May 28, 2016, regarding the above-referenced account. T-Mobile records confirm that the account holder of record for account number [redacted] is [redacted], and that she has listed Mr. [redacted] as an authorized user of her account. Please note that the account holder of record for T-Mobile account number [redacted] is Mr. [redacted]. T-Mobile is pleased to inform you that we spoke with Mr. ** and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. ** encountered with his equipment orders. T-Mobile records reflect that on September 27, 2014, Mr. ** ordered an iPhone 6 Plus 64GB for mobile number ending in [redacted] on Ms. **’s account number [redacted]. Unfortunately, the iPhone 6 Plus 64GB was on backorder at the time. Therefore, the order was not fulfilled until November 10, 2014, when an iPhone 6 Plus 64GB with IMEI number [redacted] was mailed to Mr. ** at the billing address on the account. Mr. ** elected to finance the device through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $99.99 plus tax and agreed to pay for the remaining cost of the device totaling $750.00 in 24 monthly installments of $31.25. Our records confirm that Mr. ** refused delivery of the above iPhone 6 with IMEI [redacted] and therefore the device was returned back to our warehouse on December 12, 2014. However, due to an inadvertent error, the EIP loan for this device remained active on Ms. **’s account number [redacted]. Further records confirm that on November 7, 2014, Mr. ** visited an Apple store and activated mobile number ending in [redacted] under his name on account number [redacted]. At the time of activation Mr. ** purchased a new iPhone 6 Plus 128GB with IMEI number [redacted]. Mr. ** elected to finance the equipment through EIP wherein he paid a down payment of $100.00 plus tax and agreed to pay for the cost of the device totaling $749.00 in 23 monthly installments of $31.20 and one final installment of $31.40. Additional records confirm that on November 7, 2014, mobile number ending in [redacted] was moved from Mr. **’s account number [redacted] to Ms. **’s account number [redacted]. Unfortunately, the EIP loan on Mr. **’s account for IMEI [redacted] was not transferred from his account to Ms. **’s account. As such, when Mr. [redacted]s account number [redacted] was cancelled on November 7, 2014, the full remaining balance for the iPhone 6 was billed to the account, leaving the account with an outstanding balance of $749.00. Furthermore, our records confirm that Ms. **’s account continued to be billed for the EIP loan which was created for the iPhone 6 with IMEI [redacted] until September 9, 2015, when Mr. ** paid the balance of the loan off in the amount of $468.75, which closed the EIP loan. Since payment was not received for the final balance of $749.00 on Mr. **’s account number [redacted], on February 3, 2015, the account was referred to a third party agency, Diversified Consultants Inc., for collection purposes. Mr. **’s account number [redacted] was referred to several other third party agencies and finally on May 30, 2016, the account was referred to another agency, Enhanced Recovery Company, for collection purposes. In an effort to amicably resolve this issue, we have applied a credit of $749.00 to Mr. **’s account number [redacted] to bring the outstanding balance to zero. As such, the account has been removed from collections and all negative information reported to Mr. **’s credit file will be deleted within 90 days. We recommend that Mr. ** dispute the information directly with the credit bureaus. Here is the contact information for the three major credit bureaus: • TRW/Experian PO Box 949 Allen, TX 75013-0949 (888) 397-3742 • Equifax PO Box 740256 Atlanta, GA 30374 (800) 525–6285 • Transunion PO Box 6790 Fullerton, CA 92834 (800) 680-7289 Fax (714) 447–6034 Mr. ** may also initiate a dispute with each credit bureau at their respective websites: For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action For Experian: http://www.experian.com/disputes/main.html For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-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. Brian W[redacted] Executive Response

October 17, 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 6, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] may have experienced her recent phone order and we are pleased to report that we have resolved Ms. [redacted] concerns to her satisfaction. 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]’ recent contact with Customer Care On October 4, 2016, a one-time courtesy credit was applied to Ms. [redacted]’ account and as such, her account reflects credit balance in the amount of $35.00. Additionally on October 7, 2016, a refund in the amount of $285.50 was applied to Ms. [redacted]’ credit card for the order processed on September 21, 2016. UPS records indicate that on October 7, 2016, the Samsung Galaxy S7 Edge 32 GB handset was delivered to Ms. [redacted]’ home address. Additionally T-Mobile records indicate that the handset is currently being used on Ms. [redacted] account. Please be advised that on October 13, 2016, T-Mobile made the necessary adjustment to Ms. [redacted] account to reduce the cost of the Samsung Galaxy S7 Edge 32 GB handset from $789.99 to $520.00 as previously promised. On October 17, 2016 T-Mobile spoke to Ms. [redacted] and advised of the above. Ms. [redacted] was satisfied with the resolution and had no additional 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. Robert R[redacted] Executive Response

November 28, 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 November 24, 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. 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, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability. T-Mobile has reviewed the coverage surrounding Ms. [redacted]’s address and verified that she resides in a satisfactory, outdoor only coverage area. As such, Ms. [redacted] may have issues utilizing her service in this area. 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.” Nevertheless, in an effort to amicably resolve this issue, T-Mobile has refunded Ms. [redacted]’s prepaid balance of $146.26 back to her at the address provided in her correspondence to your office with a prepaid debit card. T-Mobile has debited Ms. [redacted]’s prepaid account in the amount of $146.26, reducing the balance to zero. Ms. [redacted]’s prepaid account remains active with a zero balance and will remain so for 30 days. As such, if Ms. [redacted] would like to transfer her number to another carrier, she must do so within the next 30 days. Ms. [redacted] can expect to receive the prepaid debit card by mail within 7 to 10 business days. 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. Brian W[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]
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 further concerns Mr. [redacted] has experienced regarding his monthly bill. As stated in our previous response, dated March 28, 2017, Mr. [redacted]’s account remains active with a balance of $333.47 which consists of past due charges of $197.14 from the billing statement dated February 19, 2017, monthly access charges, monthly Equipment Installment Plan ("EIP") installments, applicable taxes, and fees from the billing statement dated March 19, 2017.
Although T-Mobile considers this balance valid, in a continued effort to amicably resolve this matter, and upon speaking to Mr. [redacted] on April 7, 2017, T-Mobile applied a credit in the amount of $201.64 toward his account which reduced the balance to $137.14. This balance consists of monthly access charges, monthly EIP installments, applicable taxes, and fees and is due on April 11, 2017. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further 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 contact with our Executive Response Team. We regret any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response