T-Mobile Usa Inc

January 25, 2018
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 a letter dated January 11, 2018, from [redacted] 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 regrets any inconvenience Mrs. [redacted] may have experienced recently while upgrading her devices. T-Mobile records reflect that on December 14, 2017, Mrs. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 8 handset, as well an Alcatel A30 Tablet as adding a new mobile internet line ending in 9976. 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. Upon review, T-Mobile records reflect that during this time period there was no offer that would allow the tablet to be free.
T-Mobile records indicate that the line ending in 9976 is charged $20.00 per month; however, due to the account having active voice lines, a discount is provided. Customers with a qualifying Mobile Internet plan who also have one or more voice lines active on their account are eligible for a $10.00 monthly credit. Unfortunately, with the type of rate plan Mrs. [redacted] has, they are not eligible for an auto pay discount.
T-Mobile has been corresponding with Mrs. [redacted] via email; however, have not had the opportunity to speak with her over the phone to find the best resolution for her. T-Mobile will continue to work with Mrs. [redacted] in regards to 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.
Dolly A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:i did receive a call on 7/12 and was told these should've been reflected and the rep said she needs to confirm the iphone discount and get back to me. I did not receive a call to explain what was in this letter from them. I was charged $327.42 on July 19 and there is no mention of credit to my account for the overcharge of my account. I am attaching a copy of my T-Mobile online account that shows the same overcharge still exist and nothing was reflected on my account based on their explanation and confirmation of the overcharge mistake. i Kindly ask for the T-Mobile rep to call me and go through the charges and how it will reflect on my account as well as the credit for last month.   
Sincerely,
[redacted]

February 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 January 26, 2016, regarding the above-referenced account. T-Mobile is pleased to report Mr. [redacted] concerns have been resolved to his satisfaction. T-Mobile regrets any misunderstanding to Mr. [redacted] regarding T-Mobile’s Carrier Freedom program. As Mr. [redacted] is aware, in early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. T-Mobile records indicate that Mr. [redacted] activation of mobile number ending in [redacted] on December 6, 2015, did qualify for our ETF Reimbursement offer. Our research indicates that as part of T-Mobile’s Carrier Freedom a credit in the amount of $16.05 was applied towards Mr. [redacted] SIM card for the handset purchased at the time of activation utilizing our Equipment Installment Plan (EIP) and a second credit in the amount of $209.95 was applied to Mr. [redacted] T-Mobile account balance. Our records confirm that on January 12, 2016, a port in credit of $200.00 was applied to Mr. [redacted] T-Mobile account balance. T-Mobile Records confirm that on January 27, 2016, Mr. [redacted] submitted a reimbursement form along with a copy of his final billing statement. Furthermore, on January 31, 2016, a prepaid MasterCard in the amount of $480.42 was mailed to Mr. [redacted] at the address provided at the time of activation. 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. Lizette C[redacted] Executive Response

December 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 18, 2015, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] has ongoing concerns with her handset. As stated in our response dated December 16, 2015, Ms. [redacted] took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of a Samsung Galaxy Avant handset. While we do regret any concerns, it is important to note that T-Mobile is not liable for any loss of information as a result of troubleshooting. Customers are responsible to ensure that any important data is saved prior to speaking with Technical Care or troubleshooting in store. Please note that T-Mobile’s offer to replace Ms. [redacted]’s handset with a Samsung Galaxy Grand Prime and one month of monthly service cost remains firm. Upon speaking with Ms. [redacted], T-Mobile has ordered the Samsung Galaxy Grand Prime handset and sent it to Ms. [redacted]’s requested address. Additionally, T-Mobile has issued a credit in the amount of $140.00 to Ms. [redacted]’s account and she has indicated that she accepts the handset order and credit as full resolution to her concerns. Please be advised that Ms. [redacted]’s account remains active with a credit balance of $140.04. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

April 12, 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 April 6, 2016, regarding the above-referenced prepaid number. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile is sorry to hear of any concerns Ms. [redacted] had regarding her experience at our retail location. Although T-Mobile and T-Mobile third-party retail locations may charge a fee to non-T-Mobile customers for in-store data transfer services, it is important to note that this fee would not apply to Ms. [redacted] as she is a T-Mobile Pay In Advance customer. Furthermore, 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 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 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. Brandon M[redacted] Executive Response

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

Revdex.com:
 
Good Evening,
 
Please cancel this complaint. My issues have been reaolved.
 
Regards,
 
[redacted]
 
[redacted]

March 21, 2016
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 March 16, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted] satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] experienced with our Carrier Freedom offer.  On March 21, 2016, T-Mobile received Ms. [redacted] equipment installment agreement for the Apple iPhone 5S that was traded-in.  Please be advised that the Apple iPhone 5S was blocked when we received it, which makes the handset ineligible for reimbursement.  However; in an effort to amicably resolve this matter and as a gesture of goodwill, T-Mobile agreed to reimburse Ms. [redacted] for the Apple iPhone 5S balance of $600.39.  In addition, Ms. [redacted] mobile numbers ending in [redacted] and [redacted] were each charged a $180.00 early termination fee from her previous service provider. 
On March 21, 2016, T-Mobile approved a reimbursement in the amount of $960.39, which should be delivered to Ms. [redacted] within 10 business days.
T-Mobile appreciates Ms. [redacted] business and we regret any inconvenience that she may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ally Y[redacted]
Executive Response

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 26, 2017, regarding the above-referenced account.
T-Mobile is sorry to hear of Ms. [redacted] concerns with her T-Mobile account final balance and status. Please be assured that we make every effort to provide complete and accurate information to our customers and we apologize if Ms. [redacted] feels that this was not her experience.
A review of Ms. [redacted]’ account number [redacted] confirms that prior to the cancelation of the account; Ms. [redacted] had four active mobile numbers ending in [redacted]
T-Mobile records further confirm that Ms. [redacted] last remitted payment to T-Mobile on November 11, 2016, and November 16, 2013, totaling $180.39 which covered for her monthly service charges for the billing period from October 23, 2016, through November 22, 2016, originally due by November 15, 2016.
Ms. [redacted] following billing statement dated November 23, 2016, reflected new charges totaling $186.40 for service charges for the billing period from November 23, 2016, through December 22, 2017. Ms. [redacted] following billing statement dated December 23, 2016, reflected a balance in the amount of $574.21 from which $186.40 was past due and new charges in the amount of $387.81 for monthly service charges for the billing period from December 23, 2016, through January 22, 2017. Please note that on December 28, 2016, T-Mobile issued bill credits totaling $138.61 updating the account balance to $435.60.
T-Mobile records confirm that Ms. [redacted]’ canceled her account on December 28, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’ billing cycle ran from the 23rd of one month to the 22nd 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 January 22, 2017.
Ms. [redacted]’ billing statement dated January 23, 2017, reflected a revised balance in the amount of $440.12 for monthly service charges for the billing periods from November 23, 2016, through January 22, 2017, plus a $5.00 late payment fee.
Ms. [redacted]’ final revised billing statement dated February 23, 2017, reflected a balance in the amount of $754.20 as new charges in the amount of $314.08 were assessed for a coverage enhancement equipment non return fee $289.00 plus $25.08 in taxes. 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.
Please be advised that T-Mobile has further investigated the charges associated to the non-return fee; our records confirm that Ms. [redacted] place an order for one of our 4G LTE Signal Boosters on January 1, 2016, and records confirm it was shipped to Ms. [redacted]’ T-Mobile billing address at the time. T-Mobile has no records that the Signal Booster was returned to T-Mobile, as such; it is T-Mobile’s position that the non-return fee is valid and owed.
On February 26, 2017, Ms. [redacted]’ account was transferred to third party collection agency Amsher to attempt to collect payment and a $188.55 collection fee was assessed to the account updating the balance to $942.75. On May 3, 2017, T-Mobile issued courtesy bill credits to the account totaling $113.33 which reduced the third party collection fee by $28.33. As AmSher’s attempts to collect the past due balance were unsuccessful, on May 7, 2017, the account was transferred to Enhanced Resource Centers. Ms. [redacted] may contact Enhanced Resource Centers directly at 1-800-501-7454 to discuss payment options. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
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.
Maggie R[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 this matter may have caused Mr. [redacted] and we appreciate the opportunity to address his concerns. T-Mobile records confirm that as of September 7, 2014, Mr. [redacted] subscribed to the Simple Choice Family Unlimited Talk, Text, and 4GB’s of Data, promotional rate plan, which for $100.00, provided the first four lines of service with unlimited talk, text and 4GBs of data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first four lines of service are $10.00 each per month. T-Mobile records indicate that on February 17, 2017, Mr. [redacted] requested to have his rate plan updated to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan, which for $110.00, provides the first two lines of service with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that the third line of service has a cost of $45.00 per month and any additional line of service after the third has a cost of $25.00 per month. T-Mobile records indicate that the rate plan was not successfully updated. Accordingly, Mr. [redacted] was provided the following adjustments:
• On April, 11, 2017, an adjustment of $30.00 was applied;
• On May 10, 2017, an adjustment of $15.00 was applied; and
• On July 11, 2017, an adjustment of $30.00 was applied.
Please note that these adjustments were applied in order to compensate for the difference in taxes.
On July 14, 2017, in order to amicably resolve Mr. [redacted]’ concerns T-Mobile has engaged our Business Support team in order to resolve the rate plan change. As of this date Mr. [redacted]’ rate plan was successfully updated to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan. In a conversation with Mr. [redacted] on July 20, 2017, T-Mobile has agreed to issue a one-time adjustment of $187.07 covering one month of service which has brought the account balance to zero.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s 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.
Thania R[redacted] Executive Response

September 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 26, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction and appreciates the opportunity to resolve her concerns. As outlined in our previous letter to your office dated July 28, 2016, upon speaking with Ms. [redacted] on July 26, 2016, T-Mobile removed the balance on Ms[redacted]’s account by placing a one-time credit in the amount of $1,072.56. Regrettably, due to an inadvertent error, Ms. [redacted]’s previously agreed upon payment arrangement was not removed at that time thus causing $158.37 to be deducted from her banking account resulting in overdraft fees from her financial institution. Please be advised that we have requested for Ms. [redacted] to submit a copy of her banking statement reflecting any overdraft fees via facsimile to 505-998-3796. Once received, T-Mobile will be happy to reimburse her via a pre-paid debit card for the overdraft fees reflected on the statement. Finally, in an effort to amicably resolve this matter, on August 30, 2016, T-Mobile has removed the balance on Ms. [redacted]’s account by applying a credit in the amount of $279.58 resulting in a zero balance. 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 Department. 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

February 12, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated February 1, 2017, regarding the above-referenced account. We have made several attempts to reach Mr. [redacted], which have proven unsuccessful. Therefore, we will attempt to address Mr. [redacted]’s concerns within this response. We regret any concerns Mr. [redacted] has experienced regarding T-Mobile’s Black Friday Apple iPhone promotional offer. From November 24, 2016, through November 27, 2016, eligible customers who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan with unlimited data, and who traded in a qualifying fully owned Apple, Samsung, or LG phone from any carrier were able to get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus free of charge after monthly bill credits. Additionally, we regret any concerns experienced by Mr. [redacted] related to T-Mobile’s 2016 Magenta Port-In offer. From November 24, 2016, through December 21, 2016, for a limited time, customers were able to trade-in their old device and port-in to T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan in order to receive a $200.00 prepaid MasterCard per eligible line. T-Mobile records confirm that on December 3, 2016, Mr. [redacted] purchased two iPhone 7 Plus handsets through our Equipment Installment Plan ("EIP") program wherein he was required to remit a down payment in the amount of $299.98 plus tax on the full retail price, and agreed to 24 monthly installments in the amount of $60.00. According to our records, on January 31, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $400.00 toward Mr. [redacted]’s account for the value of the 2016 Magenta Port-In offer. Please be advised that based on our investigation, T-Mobile has not received Mr. [redacted]’s device trade-in and is therefore ineligible for the Black Friday Apple iPhone promotional offer. Nevertheless, in a continued effort to amicably resolve the matter, T-Mobile is willing to offer to apply an account credit in the amount of $599.98 for the value of the Black Friday Apple promotional offer. Mr. [redacted] may contact me at the number provided below within 14 days from the date of this letter in order to accept our offer. 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

June 1, 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 May 24, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to the 2016 Friends and Family 2 Lines On Us and Apple iPhone 7 Trade Up promotional offers. T-Mobile records confirm that on November 20, 2016, Mr. [redacted] activated a fifth voice line of service ending in [redacted]. From November 18, 2016, through November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers who activated two new lines of service on a T-Mobile ONE or a qualifying Simple Choice rate plan. Those who took advantage of this offer were eligible to receive the two new lines at no cost after automatic monthly bill credits.
Regretfully, Mr. [redacted]’s account has not received the monthly bill credit of $10.00, making the line ending in [redacted] no cost. Therefore, in an effort to resolve the matter, on June 1, 2017, T-Mobile enrolled Mr. [redacted]’s account in the promotional offer and applied a credit of $50.00 to Mr. [redacted]’s account for the billing cycle charges for the line ending in [redacted] from November 20, 2016, through May 18, 2017.
T-Mobile records confirm that on September 9, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of and Apple iPhone 7 Black 32GB handset and Apple iPhone 7 Rose Gold 32GB handset. Mr. [redacted] was not required to remit a down payment and then agreed to a series of 24-monthly installments of $27.09 per handset.
At the time of purchase, T-Mobile was offering the Apple iPhone 7 Trade-Up offer. As part of this offer, new and existing postpaid customers who traded-in their fully paid off Apple iPhone 6 handset, from any carrier, could receive a new Apple iPhone 7 32GB handset for free, after bill credits, when purchased on EIP. Customers who purchased an Apple iPhone 7 32GB handset and traded-in their fully paid off Apple iPhone 5s handset from any carrier would receive the handset at $250.00, after bill credits, when purchased on EIP.
In review of the account, Mr. [redacted]’s account is receiving a monthly bill credit of $9.63 for the Apple iPhone 7 Rose Gold 32GB handset. As this monthly bill credit should total $14.25 per month, on May 31, 2017, T-Mobile applied a credit of $110.88 to Mr. [redacted]’s account for the total difference in the monthly bill credit over a 24-month term.
Additionally, Mr. [redacted]’s traded-in device qualified to receive a credit of $165.00 for his Apple iPhone 6 handset and a monthly bill credit of $20.21 for 24-months, totaling $649.99. Unfortunately, the credits did not apply to Mr. [redacted]’s account. Therefore, on May 31, 2017, T-Mobile applied a credit of $406.18 toward Mr. [redacted]’s remaining EIP balance for the handset and $243.81 for the monthly EIP charges already billed to Mr. [redacted]’s account since the date of purchase.
As Mr. [redacted]’s account reflected a balance owed of $111.15 for the May 19, 2017, billing statement, the credits brought the account balance to a credit of $266.45. Should Mr. [redacted] wish to discuss the matter further, he may contact me directly at the number listed below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted] Executive Response

November 30, 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 November 25, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account charges. Our records indicate Ms. [redacted] had two lines of service and was enrolled in our Simple Choice Family Unlimited Talk, Text and Data at $100.00 per month. On September 26, 2016 Ms. [redacted] took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus Space Gray 16GB device for the number ending in [redacted]. Later, on October 6, 2016 Ms. [redacted] leased and Apple iPhone 6s Rose Gold 16GB for the number ending in [redacted] using our JOD leasing program. Ms. [redacted] also enrolled in the optional Premium Handset Protection (“PHP”) insurance feature for $10.00 per month on both lines of service. If customers 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 or after account cancellation, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. Regrettably, on September 25, 2016 Ms. [redacted] cancelled her account by transferring her mobile numbers to a different service provider. Please note, Ms. [redacted] account was billed in arrears and her billing cycle ran from the 15th of the month to the 14th of the following month and her due date was on the 7th day of the month after. A review of Ms. [redacted]’ account confirms on September 4, 2016 she remitted a payment of $156.03 to cover service charges from July 15, 2016 to August 14, 2016. The following billing statement of $180.03 covered the billing cycle from August 15, 2016 to September 14, 2016 and was due on October 7, 2016. On September 25, 2016 Ms. [redacted] remitted a payment of $923.37 which covered the balance of $180.03 bill as well as receiving $216.00 for 18 credit installments of $12.00 JOD promotional credits leaving a credit balance of $959.34. As Ms. [redacted]’ account was cancelled, her final billing statement included the accelerated JOD lease balances of $412.01 for the Apple iPhone 6s Plus on the line ending in [redacted], $355.33 for the Apple iPhone 6s Rose Gold on the line ending in [redacted] and the final prorated charges of $15.80 for a total of $783.14 due on November 7, 2016. This balance was covered by the credit balance of $959.34 leaving a revised credit balance of $176.20. Our records show that Ms. [redacted] had one Wi-Fi Cellspot Router device which was active since October 7, 2014 and two 4G LTE Signal Booster devices active as of October 7, 2015. Please note that the Signal Boosters and Wi-Fi Cellspot routers 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 for the 4G LTE Signal Booster and $99.00 non-return fee is assessed for Wi-Fi Cellspot Routers. However, on September 25, 2016 we provided Ms. [redacted] with three return labels to return her 4G LTE Signal Booster devices and the Wi-Fi Cellspot Router. Our records show the labels provided to Ms. [redacted] to return the two 4G LTE Signal Booster have not been utilized and as such a non-return fee of $315.01 (includes taxes) for each 4G LTE Signal Booster device and $107.92 (includes taxes) for the Wi-Fi Cellspot Router were assessed on Ms. [redacted]’ account. As such a revised final statement of $737.94 was generated on Ms. [redacted]’ account and the credit balance of $176.20 was applied to leave the balance at $561.74. Our records shows that Ms. [redacted] returned the Wi-Fi Cellspot Router device and as such on October 25, 2016 we applied a credit of $107.92 to offset the non-return fee associated with that device leaving a revised balance of $453.82. Please note, Ms. [redacted] continued to receive the $12.00 JOD Amped promotional credits despite her account being cancelled for total of $360.00 which were utilized to cover the open balance on her account leaving a final revised balance of $93.82 due on December 7, 2016. Nonetheless, in an effort to resolve Ms. [redacted]’s concerns, on November 29, 2016 T-Mobile applied a courtesy credit of $93.82. Ms. [redacted]’ account remains cancelled with a revised balance of zero. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

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

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] at the number and e-mail address provided which have proven unsuccessful.  As such, we will make every effort to address her concerns within this letter.   T-Mobile regrets any billing concerns Ms. [redacted] has experienced.  Our records indicate Ms. [redacted] started service on August 23, 2017, with four lines of service and selected our T-Mobile ONE Taxes Included rate plan for $130.00 for the first two lines and $25.00 per additional line of services.  Please note that customers that are subscribed to our T-Mobile ONE rate plan, and choose to enroll in our free-of-charge AutoPay feature are eligible to receive a $5.00 credit per month, per line of service.  It is important to note that Ms. [redacted] did not enroll in AutoPay at this time.  Further, Ms. [redacted] initiated a lease of four LG K20 Plus handsets and agreed to 18 monthly payments of $8.00 and a purchase option price of $31.99 per handset.   Accordingly, Ms. [redacted] was sent a billing statement dated August 23, 2017, in the amount of $214.84 which consisted of monthly recurring charges for services from August 24, 2017, through September 23, 2017, with an associated due date of September 16, 2017.   As T-Mobile did note receive payment by the associated due date, Ms. [redacted]’s account was suspended for non-payment on September 23, 2017.  Following a conversation with our Customer Care the same day, T-Mobile restored Ms. [redacted]’s account, with payment arrangements of $194.50 to be paid on September 28, 2017.  Please note that Ms. [redacted] provided a payment method in which to complete the payment arrangement, and she also enrolled in our AutoPay feature at this time.  Please note, however, that as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Accordingly, Ms. [redacted]’s account was billed four restore from suspend fees plus applicable taxes.   In an effort resolve Ms. [redacted]’s concerns, on September 30, 2017, T-Mobile issued a credit of $20.00 for the AutoPay feature that was not enrolled at the time of activation.  Additionally, T-Mobile issued a credit of $94.56 for the four resort from suspend fees billed to the account.  As an additional courtesy, T-Mobile issued a credit of $5.30 for the billed late fee associated with Ms. [redacted]’s late payment.    As of the date of this letter, Ms. [redacted]’s account reflects a balance of $215.18 which consists of billed monthly recurring charges for services from September 24, 2017, through October 23, 2017, as well the restore from suspend fees and associated credits.  The balance is scheduled to charge to Ms. [redacted]’s provided AutoPay payment method on October 14, 2017.  T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate the opportunity to address 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.   Ronnie A[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account. T-Mobile records confirm that on October 18, 2016, and October 25, 2016, Mr. [redacted] leased a LG V20 and an iPhone 7 Plus on his mobile numbers ending in [redacted] and [redacted] on a JUMP! On Demand (“JOD”). Mr. [redacted] was not required to pay a capital cost reduction payment however; he agreed to 18-monthly lease payments in the amount of $34.00 and $32.00. Mr. [redacted] has advised our T-Mobile management that he was able to retrieve the above-referenced equipment.
In an effort to amicably resolve this matter, Mr. [redacted] may return the equipment to our Executive Office in exchange for a credit of the remaining lease payment and purchase price. The handsets can be mailed to me at the following address:

T-Mobile USA, Inc.
Attn: [redacted]
[redacted]
[redacted]
[redacted]
T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handsets, batteries, chargers, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the remaining lease payments and purchase price will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than June 1, 2017 to take advantage of this offer. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

July 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 30, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced. 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 Mr. [redacted]’s recent call with Financial Care. T-Mobile thanks Mr. [redacted] for his feedback regarding his experience. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding T-Mobile’s Carrier Freedom Program. Under the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 12 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”). T-Mobile records confirm that Mr. [redacted] activated a post-paid Simple Choice plan on May 3, 2016, at which time he traded in two devices and received a $300.00 trade-in credit per line of service which was applied to his account. Please note that T-Mobile received Mr. [redacted]’s Carrier Freedom submission on June 10, 2016, and it was approved on June 27, 2016. Mr. [redacted] was approved for $262.76 for the mobile number ending in 8437 and $151.21 for the mobile number ending in [redacted] regretfully, the mobile number ending in 3724 was declined for reimbursement as T-Mobile did not receive a trade-in for that line of service at that time of activation. T-Mobile regrets any inconvenience this may have caused. Nevertheless, in an effort to amicably resolve this matter, on June 30, 2016, T-Mobile refunded Mr. [redacted] $451.21 which represents the Carrier Freedom amount he was denied. Mr. [redacted] will receive the refund in the form of a prepaid debit card mailed to the billing address on file. Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

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 16, 2017, regarding the above-referenced file number.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his concerns with his Mobile Device Unlock (MDU) request.
MDU’s are available to customers who meet our eligibility requirements. Presently non-T-Mobile customers are not eligible for an MDU request.
T-Mobile contacted Mr. [redacted] on April 18, 2017, via telephone. At the time of our conversation, Mr. [redacted] confirmed that he had no active T-Mobile account. As such, T-Mobile advised Mr. [redacted] that he would not qualify for a MDU. However T-Mobile did advise Mr. [redacted] that he may contact whomever he purchased the equipment from and request they process an MDU on his behalf if they are a T-Mobile customer. T-Mobile regrets an 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.
Martin G[redacted]
Executive Response

Tell us why here...
July 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 July 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to his T-Mobile account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect satisfactory coverage. Unfortunately, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain and weather. Outages and interruptions in service may occur, and speed of service varies. Devices also have varying speed capabilities and may connect to different networks depending on technology.
With regards to Mr. [redacted]’s Binge On concerns, our records indicate that on May 22, 2017, Mr. [redacted] activated two mobile phone lines on a T-Mobile ONE Tax Inclusive plan. Please be advised that our Binge On rate plans are not compatible with accounts that are set up to have Tax Inclusive plans and as such, on July 8, 2017, Mr. [redacted] activated a Mobile Internet (“MI”) line of service under our MI Tax Inclusive postpaid plan for hotspots which does not include Binge On. T-Mobile regrets any concerns to Mr. [redacted] with regards to this.
In addition, our records do not confirm that Mr. [redacted] contacted our Customer Care department regarding his T-Mobile Application concerns.
In an effort to amicable resolve this matter, on July 11, 2017, T-Mobile issued a billing credit in the amount of $85.62, updating his T-Mobile account to a credit balance of $83.34, and transferred Mr. [redacted]’s MI line to its own T-Mobile account and switched the rate plan on it to a Binge On compatible plan. Additionally, T-Mobile filed an internal ticket with our Engineering team regarding his at-home data coverage concerns and a separate ticket regarding his T-Mobile Application issues.
Please be advised that on July 17, 2017, our Engineering team indicated that no issues were found with data coverage in his area and recommended that Mr. [redacted] exchange his handset under our handset exchange program. Please note that Mr. [redacted] declined to exchange his handset. Please note that T-Mobile is currently waiting for the T-Mobile Application ticket to be completed. We appreciate Mr. [redacted]’s patience during our investigation and resolution of 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.
Cesar [redacted]
Executive Response

August 1, 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 18, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. T-Mobile works with a third party insurance provider, Assurant, to facilitate any insurance claims for lost, stolen, or physically damaged devices. On July 8, 2017, Ms. [redacted] filed a claim with Assurant for line ending in 0965. Please be advised that any deductible fee is issued by Assurant and not T-Mobile. Ms. [redacted] may file a claim with Assurant or purchase a new device. If Ms. [redacted] has any questions regarding Assurant’s deductible amounts she can contact Assurant at 866-866-6285.
T-Mobile records indicate that Ms. [redacted] made payment arrangements on June 30, 2017, through her MyT-Mobile.com account with regard to her outstanding balance of $319.69. On July 14, 2017 a payment of $63.94 was to be made and on July 15, 2017, a payment of $255.75 would complete the payment arrangements.
Further, on July 12, 2017, Ms. [redacted] contacted T-Mobile to advise that she was unable to make the agreed upon payment arrangements. At that time, the payment arrangement was suspended. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency. Records indicate that Ms. [redacted] made a $200.00 payment on July 14, 2017 and a $50.00 payment on July 17, 2017. However, because the payment arrangements were no longer in effect and the total balance due was $319.69, the account was suspended on July 18, 2017. As a courtesy, on July 18, 2017, T-Mobile applied account credit of $71.34 for the $20.00 restore fees assessed per line to the account due to the suspension for non-payment.
Ms. [redacted]’s current monthly charges include our Simple Choice Unlimited talk, text and web rate plan for $150.00 per month for four lines, $34.00 per month for equipment protection on lines 8544, 0965 and 7743, $4.00 for the voicemail to text feature for line 7743, $61.25 for Equipment Installment Plan charges plus applicable taxes and fees.
On March 25, 2017, Ms. [redacted] agreed to extended payment arrangements of $49.66 monthly from April 25, 2017, through October 23, 2017. Please be advised Ms. [redacted] monthly bill will reflect the extended payment arrangement amount of $49.66 until the payment arrangements have been fulfilled. 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.
Carolina F[redacted]
Executive Response