T-Mobile Usa Inc

May 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [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.
Our records show that on January 8, 2016, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand offering with the lease of a LG V10. 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 final billing statement.
T-Mobile records confirm that Mr. [redacted] canceled his account on October 1, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 9th of one month to the 8th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through October 8, 2016.
Further records confirm that Mr. [redacted]’s final billing statement reflected a balance of $533.85 for service from September 9, 2016, through October 8, 2016, due on November 1, 2016. This balance included monthly recurring charges, taxes and the above mentioned lease balance including a past due amount of $130.65 from Mr. [redacted]’s previous billing cycle. Please be advised that Mr. [redacted] was not billed an early termination fee as T-Mobile no longer requires service agreements as of March 26, 2013. On November 16, 2016, Mr. [redacted] remitted payment in the amount of $40.00 and on December 2, 2016 a payment in the amount of $25.00 reducing the account balance to $468.85 due immediately.
T-Mobile records confirm that Mr. [redacted] remitted multiple payments between December 9, 2016, and March 7, 2017, totaling $235.00 updating the account balance to $233.85. As the amount went unpaid, on April 14, 2017, the account was assigned to and remains with Convergent Outsourcing Inc.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited $233.85 as a gesture of goodwill. Please be advised that the account remains closed with a zero balance. Additionally, 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 regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change.
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

January 31, 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 20, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.  T-Mobile regrets any collection concerns [redacted] has experienced.  T-Mobile records indicate that [redacted] cancelled her account on December 2, 2017, when she performed a Change of Responsibility.  A Change of Responsibility is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. The final billing statement issued on December 24, 2017, reflected a balance of $93.61 due by January 2, 2018, and consisted of monthly access charges from October 24, 2017, through December 2, 2017, and applicable tax. As payment was not received timely, on January 12, 2018, [redacted]’s account was transferred to Receivables Performance Management, a third-party collection agency.  At that time a collection fee in the amount of $23.40 was assessed to the account.  In an effort to amicably resolve this matter, on January 23, 2018, T-Mobile issued a credit in the amount of $117.01 to [redacted]’s account for monthly access charges from October 24, 2017, through December 2, 2017, collection fee and applicable tax. T-Mobile has removed the account from third-party collections and requested 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 [redacted]’s credit report to reflect the change.  Please be advised that on January 27, 2018, a payment in the amount of $93.61 was remitted to the account.  As a result on January 30, 2018, T-Mobile transferred the credit balance of $93.61 to [redacted]’s husbands account number [redacted].  Mr. [redacted]’s account currently remains closed with a zero balance.  T-Mobile regrets any inconvenience to [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.William B[redacted]Executive Response

September 29, 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 September 24, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his 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 Mr. [redacted]’s recent interactions with our Customer Service department. T-Mobile records reflect that Mr. [redacted] purchased an LG V10 handset in November 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. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Mr. [redacted] participated in the Limited Warranty Exchange process on September 10, 2016 at which time he was provided with a Samsung Galaxy S6 device due to a lack of inventory on LG V10 handsets. As this the possibility of this replacement option is detailed in the terms of T-Mobile’s Handset Exchange Program, it is our position no compensation is owed in this instance. Nevertheless, in an effort to provide Mr. [redacted] with a truly un-carrier experience, T-Mobile has applied a one-time credit in the amount of $200.00 which is currently reflected as a credit balance to be applied toward upcoming billing statements. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

June 7, 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 5, 2017, regarding the above-referenced account.
T-Mobile appreciates Ms. [redacted] taking her time to notify us of her new concerns and we truly regret any inconvenience to her. T-Mobile strives to provide all our customers with a world class experience and we appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile has thoroughly reviewed the account and confirmed that, on the date the original refund of $118.99 was requested, an address change was performed. Regretfully, the refund was mailed to the original address and therefore did not reach Ms. [redacted]. Upon speaking with Ms. [redacted] on June 7, 2017, T-Mobile has confirmed the preferred manner of refund is an electronic deposit into the original bank account. A refund request has been initiated and Ms. [redacted] can expect to see the funds in her account in three business days.
T-Mobile has provided Ms. [redacted] with the below contact number, and we would like to also provide the email address [redacted]@T-Mobile.com. T-Mobile asks that Ms. [redacted] contact me directly if she has any additional concerns 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.
Liana G[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], while I do not agree with T-mobile's conclusion that there was no service issue in my area during the period in question, I would accept T-mobile's  offer that honored my request for a compensation to the service interruption on my t-mobile lines. Sincerely, [redacted]

Tell us why here... March 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 23, 2018 regarding the above-referenced prepaid number.  T-Mobile regrets any concerns Mrs. [redacted] and her brother has regarding the recent purchase of prepaid services.  T-Mobile records indicate that Mrs. [redacted]’s prepaid services were activated on February 1, 2018 and was subscribed to T-Mobile’s Tourist 1000 Minute, Unlimited Text, and Data (2GB 4G LTE) rate plan for $30.00.  Additionally, Mrs. [redacted] purchased a SIM starter kit for $10.00 plus applicable taxes.  Please be advised that the prepaid Tourist plan provides 21 days of service to customers who are visiting the United States, and only need basic wireless services for 3 weeks or less. It is ideal for business travelers who do not have an ID or do not want a credit check but want a flexible plan with unlimited text and data, a limited amount of minutes and do not need any other features.Upon review, our records confirm that Mrs. [redacted]’s prepaid number ending in [redacted] was deactivated on February 23, 2018 as this was after 21 days of active 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.”  Nevertheless, as a courtesy, and in an effort to amicably resolve this matter, on March 6, 2018, T-Mobile issued Mrs. [redacted] a refund in the amount of $40.83 for the 21 days of service charges, and SIM starter kit plus applicable taxes.  Mrs. [redacted] should allow up to ten business days to receive the refund.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 Mrs. [redacted]’s recent contact with our retail location.  T-Mobile regrets any inconvenience to Mrs. [redacted] and her brother.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. 341-8047.Very truly yours,T-MOBILE USA, INC.Christopher [redacted]Executive Response

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Account Holder: [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 January 22, 2018, regarding the above-referenced accounts.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] has been designated as an authorized user of the account. Please be advised T-Mobile has resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm on September 23, 2013, the account was activated.  Please be advised Carrier Freedom offers qualified customers the opportunity to get reimbursed for their remaining Equipment Installment Plan (“EIP”) balance (up to $650 per line) via digital prepaid MasterCard when participating in Carrier Freedom. It is important to note that Carrier Freedom offer began on January 8, 2014, and as can be expected there are several eligibility requirements including the trade in of a qualified handset and submitting final bill shows any early termination fee charges or device payment plans within 30 days from the service activation. Our records do not show the submission of a final bill or qualified handset trade ins for any number activated after Carrier Freedom began therefore Mr. [redacted] was not qualified for our Carrier Freedom offer. On December 6, 2017, Mr. [redacted] activated mobile numbers ending in 6161, 3878, 6111, 5725, 6441, and 5723 and purchased six Apple iPhone 8 handsets using EIP.  Our 2017 Q4 Magenta Apple BOGO offered new and existing customers, who buy an Apple iPhone 7, Apple 7 Plus, Apple iPhone 8, or Apple iPhone 8 Plus handset on EIP can get another Apple iPhone 7, Apple 7 Plus, Apple iPhone 8, or Apple iPhone 8 Plus handset on us (of equal or lesser value up to $700 via rebate card) when they also purchase it on EIP and activate at least one new line on a T-Mobile ONE or select Simple Choice Unlimited with unlimited high-speed data plan to use with one of the new devices. On January 19, 2018, T-Mobile approved lines ending in 5725, 3878 and 6111 for our 2017 Q4 Magenta Apple BOGO offer and T-Mobile sent three $700.00 pre-paid cards to Mr. [redacted].  Please be advised it can take up to 15 business days for the pre-paid cards to be delivered.  On January 31, 2018, T-Mobile applied a credit in the amount of $2,100.00 to honor our 2017 Q4 Magenta Apple BOGO offer to the pending EIP balance for the Apple iPhone 8 handsets leaving a remaining balance of $1,927.92. In an effort to resolve Mr. [redacted]’s concerns regarding his rate plan and billing, T-Mobile assisted Mr. [redacted] in updating the rate plan for account number [redacted] several times, with the final resolution of moving all lines to account number [redacted] and applying a one-time adjustment in the amount of $257.67 to bring the account to a zero balance. In addition, T-Mobile applied an account credit in the amount of $180.00 to account number [redacted], bringing the balance due on February 11, 2018, to $352.73.  Going forward Mr. [redacted] will be billed for our Business Simple Choice 6-10 lines with unlimited talk, text, and 2.5GB of data per line at the rate of $120.00 for the first six lines and $10.00 for the additional four lines, $10.00 Family Stateside International, $10.00 North America Family Feature, $10.00 after discounts for Mobile Internet line ending in 7777, $10.00 after discount for Mobile Internet line ending in 9898, $10.00 for Digits Talk and Text for line ending in 6111, and $10.00 for Digits Talk and Text for line ending in 6161 plus applicable taxes and fees. Mr. [redacted] will see monthly EIP charges in the amount of $87.51.  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. 341-8019.Very truly yours,T-MOBILE USA, INC.Carolina F[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.
Complaint: [redacted]I am rejecting explanation of "unlimited" "NOT the response" because: Yes, I understood using a lot of data that is a reason why I open with "unlimited data plan" with high expectation of no hiccup whatsoever while enjoy the high speed of data without worry of slowing down after 26/28 gbs of data. As a plan stated "unlimited high speed data" but why it slowing it down after 26 or 28 gbs data usage; which myself understanding "it is not consider as unlimited rather limited." Probably myself or others like me, cannot differentiate "unlimited" versus "limited." Likewise, I have been with T-mobile for so long and I cannot go against their offer but just little frustration on "Unlimited" as sale pitch.
 
GO T-MOBILESincerely,[redacted]
Sincerely, [redacted]

April 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile 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. We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] has concerns regarding one of our recent promotions. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] was required to activate the new lines between the dates listed above. As T-Mobile records reflect that the lines were not activated within that time frame, Mr. [redacted] did not receive the promotion.
However, in an effort to amicably resolve the matter, on April 10, 2016 T-Mobile added the promotion to Mr. [redacted]’s two new lines. Please note that the bill credits may take 1-2 billing cycles to adjust. Additionally, we have issued credit to the account totaling $240.00 to compensate for the amount already billed for these lines as well as anticipating a delay in the automatic bill credits being applied. The account remains open with a credit balance of $94.35.
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 contacts with us regarding the matter as well as when the lines were added.
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

February 17, 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 February 7, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset promotion. Starting from September 9, 2016, through September 25, 2016, for a limited time, new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) can get a new iPhone 7 for free (via bill credits) when purchased on Equipment Installment Plan (“EIP”). Starting September 15, customers must sign up for T-Mobile ONE to qualify for the iPhone 7 Trade Up offer. The trade-in device must be in good working order without physical or liquid damage and have the “Find My Phone” feature turned off. If a trade in a device does need meet these requirements, the customer will not receive the promotion.
T-Mobile records indicate that on September 11, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 7 32GB Rose Gold for mobile number ending in [redacted]. On September 12, 2016, another iPhone 7 32GB Black was purchased through EIP for mobile number ending in [redacted]. 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.
Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.09 for each handset, which appeared on the first bill following the purchase of the device. Further records confirm that Mr. [redacted] traded in an iPhone 6s 16GB Gold for mobile number ending in [redacted], and an iPhone 5s 16GB Gold for mobile number ending in [redacted]. Based on the devices traded in, Mr. [redacted] was to receive a trade in credit of $323.00 for both devices and total monthly credits of $30.29 toward his newly purchased devices. Regretfully, Mr. [redacted] was not eligible for the above-mentioned promotion due to “Find My iPhone” feature not being disabled prior to returning the devices to T-Mobile.
T-Mobile regrets any concerns Mr. [redacted] experienced with T-Mobile’s Friends and Family promotion. Further review of Mr. [redacted]’s account confirms that he is subscribed to the $130.00 for two lines on the T-Mobile One plan. Between November 18, 2016 and November 22, 2016, eligible customers who activate two voice lines on T-Mobile ONE or Simple Choice can get up to two additional lines for free. Customers will receive bill credits that will be applied within two bill cycles of activation of the two lines. T-Mobile records confirm that on November 22, 2016, Mr. [redacted] qualified and took advantage of this offer and activated two additional lines. Therefore, Mr. [redacted] can expect his monthly cost, before taxes, before promotional credits and before his equipment charges, to be $196.76. T-Mobile has educated Mr. [redacted] that it can take up to two billing cycles from the date of activation to receive the promotional credits for the Friends and Family promotion.
In an effort to amicably resolve this issue, and to ensure that Mr. [redacted] is provided with the best experience possible, on February 9, 2017, T-Mobile ended the EIP loans for the iPhone 7 devices and waived the remaining balances. T-Mobile has offered to reimburse $325.08 as a bill credit for the last 6 months he paid for the monthly installment for the two iPhone’s leaving him with a credit balance of $171.35. Mr. [redacted] understood and agreed to and accepted our offers. 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...
June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted] 
To Whom...

It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] at the number and email provided, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate on December 31, 2010, Ms. [redacted] activated four lines of services and selected our Even More 1500 promotional rate plan for $79.99 for two lines, and $5.00 per additional line or service, as well as an unlimited messaging family messaging feature for $20.00. At that time, Ms. [redacted] agreed to maintain service for 24 months, and agreed to an Early Termination Fee ("ETF") of up to $200.00 per line, should she choose to cancel service prior to the 24-month period.

It is important to note that Ms. [redacted]’s account carried a past due balance dating back to March 15, 2011. Ms. [redacted]’s billing statement dated April 15, 2011, was in the amount of $483.49, which consisted of a past due balance of $250.09, as well as new monthly recurring charges for services from March 15, 2011, through April 14, 2011.

Following two payments totaling $250.00 between April 22, 2011, and May 15, 2011, Ms. [redacted] account reflected a $233.49 balance. Ms. [redacted]’s following billing statement dated May 15, 2011, was in the amount of $416.18, which consisted of a past due balance of $233.49, as well as new monthly recurring charges for services from April 15, 2011, through May 14, 2011.
Please be advised that on May 20, 2011, T-Mobile received a payment in the amount of $115.00 towards the outstanding balance. Regretfully, this payment was returned unpaid by Ms. [redacted]’s financial institution, and a second payment of $115.00 was made with case in a T-Mobile retail location. Pursuant to T-Mobile policy, customers may be charged a fee of up to $35.00 should a payment be returned by their financial institution.

Resulting from payments in the amounts of $118.49 on June 3, 2011, and $15.00 on June 13, 2011, Ms. [redacted]’s account reflected a $167.69 balance. Ms. [redacted] billing statement dated June 15, 2011, was in the amount of $378.50, which consisted of a past due balance of $167.69 for services from April 15, 2011, through May 14, 2011, as well as new monthly recurring charges for services from May 15, 2011, through June 14, 2011, as well as a returned payment fee of $15.00.

Following a payment of $183.00 on July 1, 2017, and a $13.13 credit, Ms. [redacted] was then sent the billing statement dated July 18, 2011, in the amount of $488.02, which consisted of a past due balance of $182.37, new monthly recurring charges for services from June 15, 2011, through July 14, 2011, as well as four restore from suspend fees of $20.00 each plus applicable taxes.

Please be advised that additional payments totaling $183.00 were made to the account, Ms. [redacted]’s account reflected a balance of $305.02. Ms. [redacted]’s following billing statement dated August 15, 2011, was in the amount of $500.73, which consisted of a past due balance of $305.02, as well as monthly recurring charges for services from July 15, 2011, through August 14, 2011.

Regretfully, on August 26, 2011, Ms. [redacted] cancelled her mobile number ending [redacted], when she ported it to another service provider. As this was prior to the 24 month term completion, Ms. [redacted] was charged an ETF of $200.00. Please note that at this time, T-Mobile did not receive a request to cancel the remaining two lines of service, and continued to bill accordingly.
As payment was yet to be received by T-Mobile toward the past due balance, the account was suspended for non-payment on September 12, 2017. Ms. [redacted]’s billing statement dated September 15, 2011, was in the amount of $911.02, which consisted of a past due balance of $500.73, monthly recurring charges for services from August 15, 2011 through September 4, 2011, as well as a $200.00 ETF for mobile number ending [redacted].
Ms. [redacted]’s billing statement dated October 15, 2011, was in the amount of $917.43, which consisted of a past due balance of $911.02, as well as a late fee of $6.41. Please note that as T-Mobile was yet to receive a payment toward the outstanding balance, the account remained suspended.
Regretfully, Ms. [redacted]’s account was cancelled on October 23, 2011, for non-payment. At that time, Ms. [redacted] was charged an ETF for each of the remaining three lines of service. Accordingly, Ms. [redacted]’s billing statement dated November 15, 2011, was in the amount of $1,648.73, which consisted of the past due balance of $917.43, as well as the three ETFs of $200.00 each, plus applicable taxes.
On November 26, 2011, T-Mobile received two payments in the amounts of $200.00 and $300.00. Regretfully these payments were also returned unpaid by Ms. [redacted]’s financial institution. As referenced above, a fee of up to $35.00 may be charged if a payment is returned. Therefore, Ms. [redacted]’s billing statement dated December 15, 2011, was in the amount of $1,678.73, which consisted of a past due balance of $1,647.73, as well as one returned payment fee of $30.00. It is T-Mobile’s position that Ms. [redacted]’s balance in the amount of $1,678.73 is valid and owed.
Since the account remained unpaid, on January 1, 2012, Ms. [redacted]’s account was referred to a third-party collection agency for the collection of the past due balance. As stated in our Terms and Conditions, accounts that are referred to a third-party collection agency may be charged a one-time collection fee. The amount of a collection fee is determined by the amount of the past due balance. Accordingly, a one-time collection fee in the amount of $419.68 was assessed to Ms. [redacted]’s account, for an updated balance in the amount of $2,098.41.
Please note that on August 26, 2015, and September 1, 2015, Ms. [redacted] was issued a credit of $7.99 for third-party purchases made to the account previously, and $1.99 credit was also issued for the associated collection fee. As of the date of this letter, Ms. [redacted]’s account resides with Enhanced Resource Centers, with a balance of $2,088.43, and can be contacted at 800-501-[redacted] to remit payment toward the outstanding 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.
[redacted] Executive Response

December 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 December 22, 2016 regarding the above-referenced account. 
 
T-Mobile regrets that Ms. [redacted] has chosen another wireless service provider and that there are still concerns on the account.  T-Mobile records confirm that Ms. [redacted] canceled her account on October 27, 2016.  As shared in our previous correspondence, Ms. [redacted]’s billing cycle ran from the 24th of one month to the 23rd of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through November 23, 2016.  As such, it remains T-Mobile’s position that the charges are valid and owed.
 
However, in an effort to amicably resolve the matter, on December 23, 2016, we have credited the final balance of $21.31.  The account remains closed with a zero balance.  As an additional gesture of goodwill, we have also refunded Ms. [redacted]’s payment received on November 14, 2016, for $112.06.  Ms. [redacted] should allow one to three business days to receive her refund.  We regret 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.
 
David T[redacted]
Executive Response

December 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 Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 3, 2016, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her handset 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 Ms. [redacted]’s recent contact with our Customer Care.
 
T-Mobile records reflect that Ms. [redacted] purchased her Samsung Note 4 handset on April 11, 2016.  Provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care.  For our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail.  Please note that it typically takes approximately 7 days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped.  If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. T-Mobile records reflect that a post exchange was processed for Ms. [redacted] on September 12, 2016 and a replacement Samsung Note 4 handset was shipped to her on October 26, 2016.
 
Upon further review, T-Mobile records indicate that a Samsung Galaxy S6 Edge 64GB handset was sent to Ms. [redacted] to replace the Samsung Note 4 handset on October 28, 2016.
 
As a courtesy, and in an effort to amicably resolve this matter, T-Mobile spoke with Ms. [redacted] on December 3, 2016 and agreed to send Ms. [redacted] a Samsung Galaxy S7 Edge handset to replace her Note 4 handset. Ms. [redacted] will be required to return her handset to our Executive Office to complete the exchange within 30 days. Ms. [redacted] has accepted this as resolution to her concerns.
 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christopher R[redacted]
Executive Response

September 6, 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 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have had in regards to her activation promotions and carrier freedom. 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 retail location.
T-Mobile records confirm that on June 12, 2017, Ms. [redacted] activated three voice lines and subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan for $130.00 per month, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month.
On June 17, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone 6S Plus for a total cost of $649.99 with $25.99 paid at the time of signing and agreed to a 24 monthly installment payment of $26.00. T-Mobile offers the option at the time of a purchase to trade in a handset for credit towards their purchase or installment plan. T-Mobile record does not reflect that Ms. [redacted] took advantage of our trade in program.
At the time of activation, Ms. [redacted] purchased three System Identifying Module (“SIM”) cards for $25.00 each. After applicable taxes and fees, Ms. [redacted] remitted payment in the amount of $81.19 at activation. As such, it is T-Mobile’s position that Ms. [redacted] was billed accurately and further declines any compensation for this cost.
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.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. Our records reflect that Ms. [redacted] did not receive a trade-in credit at the time of activation and, based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $433.00 for the entire balance of the equipment installments charged by her prior carrier.
Nevertheless, as a courtesy and in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered a $200.00 one-time courtesy credit towards her bill and this updated her account to a credit balance of $27.00 to be applied towards her bill due October 7, 2017. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] 
Very truly yours,
T-MOBILE USA, INC.
Alyssa K[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.
However, this issue has been already resolved by the company and I sent an E-Mail this morning to Revdex.com. So, thanks for your help.
Sincerely,
[redacted]

August 24, 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 17, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concerns submitted to your office.
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.
T-Mobile regrets any inconvenience regarding Mr. [redacted]’ concerns with not being qualified to take advantage of the #GetOutOfTheRed promotion. On July 6, 2017, Mr. [redacted] elected to activate two voice lines under the T-Mobile ONE Unlimited Talk, Messaging and 4GB LTE Data plan for the cost of $110.00; he then ported the mobile number ending in 9810 from his previous service provider and activated the mobile number ending in [redacted]. It is important to note that the rate plan includes a $5.00 discount for each line of service per month should Mr. [redacted] elect to enroll in Autopay. Additionally, Mr. [redacted] elected to enroll in a Premium Handset Protection (“PHP”) feature for non-T-Mobile handsets at the cost of $15.00 per line of service each month. At the time, the actions were completed in an effort to be compliant with the promotional qualifications of the #GetOutOfTheRed promotion.
The # GetOutOfTheRed promotion was a popular promotion made available to all existing and new T-Mobile customers that allowed them to port their mobile numbers from [redacted] and bring a qualifying handset to use on the T-Mobile Network. All customers were required to insure their handset with the PHP feature for non-T-Mobile handsets and submit their final bill to www.switch2t-mobile.com to become eligible for Early Termination Fee (“ETF”) Reimbursement and Device Financing Reimbursement for the cost of switching to T-Mobile. It is important to note that customers who have already received reimbursement previously under the Carrier Freedom Reimbursement Program would not be eligible for any additional reimbursements under #GetOutOfTheRed.
As Mr. [redacted] indicated in his correspondence to your office, on August 12, 2017, he visited the www.switch2t-mobile.com website to upload his final bill to complete the reimbursement process for the # GetOutOfTheRed promotion. At that time, Mr. [redacted] he was advised that he would not qualify for the promotion as he had already qualified for and took advantage of the Carrier Freedom Reimbursement program in November of 2014. On August 16, 2017, T-Mobile advised that he would not be able to receive the reimbursement that he was requesting for the #GetOutOfTheRed promotion due to being reimbursed previously for Carrier Freedom in 2014. However, in an effort to amicably resolve Mr. [redacted]’ concerns, T-Mobile offered a one-time credit of one-half the final bill submission of $1,303.08 from his previous provider as a one-time account credit in the amount of $651.54, in lieu of receiving the reimbursement, to which he accepted. At the time, Mr. [redacted] carried a bill balance owed for services rendered in the amount of $130.00 and was due on August 27, 2017; as such, the balance on the account after the credit was applied was a total credit balance in the amount of $521.54.
Finally, on August 19, 2017, as a gesture of good will, T-Mobile agreed to apply an additional one-time account credit in the amount of $651.54 in order to fully satisfy the total amount of $1,303.08 that was reflected on his final bill from his previous carrier. Mr. [redacted]’ account was updated to reflect a credit balance of $1,173.08, which was then refunded to him in the form of a prepaid MasterCard and sent out to his address of record. It is important to note that the refund will take up to ten business days to reach Mr. [redacted]. Should Mr. [redacted] have any additional concerns regarding the receipt of the pre-paid MasterCard he may reach out to Wirecard at 1-877-855-7201.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jhayd G[redacted]
Executive Response

February 1, 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 January 9, 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 we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any continued concerns Ms. [redacted] experienced with her equipment. In an effort to amicably resolve this issue, T-Mobile mailed Ms. [redacted] a new Samsung Galaxy S7 edge at no cost to her to replace the non-working Samsung Galaxy Note 5. We are confident that this new device will resolve Ms. [redacted] 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. Brian W[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]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 9, 2017, regarding the above-referenced file number. Please be advised that upon attempting to contact Ms. [redacted] T-Mobile confirmed that the correspondence to your office was not submitted by her.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the person who submitted the above-referenced correspondence is not an authorized user on the account which is associated with the mobile number they provided; as such, we will not be contacting them regarding their correspondence to your office. The account holder of record may add them to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, they may have one of the authorized users on the account contact me at the number below to discuss this matter further.
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

July 25, 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 11, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with the unlock request for her device. Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Ms. [redacted]’s account confirms that on July 2, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in [redacted]. However, at that time the device was not eligible for a Mobile Device Unlock as Ms. [redacted]’s account still had a balance owed. On July 5, 2017, an additional request was submitted and processed as of July 6, 2017. At that time email notification was sent letting Ms. [redacted] know that the Device Unlock application must be used to complete the unlock, however Ms. [redacted] could not complete the process due to the balance on the account. As of July 15, 2017, Ms. [redacted] processed a payment for the balance and went into a retail location where an override was performed in order to get around an inadvertent error that was stopping the unlock even after the payment was processed. As of July 20, 2017, Ms. [redacted] confirmed that the device unlock was complete and her concern was fully resolved. 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.
Lauren L[redacted]
Executive Response

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

receipt of your correspondence dated July 16, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his final billing statement. Our records indicate that Mr. [redacted] activated his account on June 9, 2016. At that time Mr. [redacted] remitted a payment in the amount of $144.94 for the SIM Starter Kits and taxes on the devices placed on an Equipment Installment Plans (“EIP”). Regrettably, Mr. [redacted] cancelled his service on June 22, 2016, due to coverage concerns. Please note that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.). Based upon the above, it is our position that the restocking fee assessed when Mr. [redacted] returned his device on June 22, 2016 is valid. We respectfully decline to issue a refund for this fee. Mr. [redacted]’s billing statement dated June 10, 2016, totaled $154.27 which included monthly recurring charges plus applicable taxes and fees, and EIP charges. Payment was not remitted for this amount. Mr. [redacted]’s final billing statement dated July 10, 2016, totaled $ 136.45 which included a past due amount of $110.51, monthly recurring charges, EIP charges, international dialing charges, plus applicable taxes and fees. On July 19, 2016, we spoke with Mr. [redacted] and as a courtesy to him, and in an effort to amicably resolve this matter, we offered to waive all but the international charges plus tax, leaving a balance of $25.88. Mr. [redacted] accepted this offer and remitted a payment of $25.88 leaving a balance of $110.51, which we then credited leaving the account closed with a zero 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. Daniel R[redacted] Executive Response