T-Mobile Usa Inc

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

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

June 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 May 30, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding the account. 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, Ms. Jones is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan. The free lines of service must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines of service per account. So long as Ms. [redacted]’ account keeps the voice lines of service active, her Mobile Internet line, which she is disputing, is eligible for the free promotion.
T-Mobile records reflect that Mr. [redacted] met all of the requirements for the 2016 Friends and Family offer as he activated two new voice lines of service, for which he is receiving the expected monthly bill credits. Those bill credits are reflected on page three of Mr. [redacted]’s most recent billing statement.
T-Mobile records confirm that as of November 24, 2016, Mr. [redacted] subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan, which for $130.00, 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 all additional lines of service added after the first two are $25.00 each per month. Please note that Mr. [redacted] is eligible to receive a $5.00 discount per line of service if the account is enrolled in AutoPay.
Please note that Mr. [redacted]’s account number [redacted] was enrolled in AutoPay on August 10, 2010. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As Mr. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided.
Furthermore, upon speaking with Mr. [redacted] on June 9, 2017, T-Mobile informed him that he is receiving the corresponding monthly bill credits for the 2016 Friends and Family 2 lines On Us offer.
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] recent contact with our Customer Care. 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.
Abigail [redacted]
Executive Response

January 19, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 17, 2017 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to [redacted] satisfaction.
 
Please be advised that on January 13, 2017 we spoke to [redacted] and she accepted our offer as described in our previous correspondence at which time all changes were made to the account.  We regret any inconvenience to [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

February 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
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 file number.
T-Mobile regrets any concerns [redacted] experienced in regards to the Apple iPhone 7 Trade Up offer. 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 [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting [redacted] regarding her correspondence to your office. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder may contact me at the number below to discuss this matter further. 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.
Diana J[redacted] Executive Response

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

receipt of your correspondence dated April 19, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding Ms. [redacted] may have experienced with the activation of her T-Mobile account. T-Mobile records confirm that on March 21, 2016, Ms. [redacted] activated service with T-Mobile and subscribed to the Simple Choice North America rate plan which provides unlimited calling, messaging, and the first 2GB of data at the cost of $50.00 per month. T-Mobile records confirm that at the time of activation, Ms. [redacted] participated in T-Mobile’s JUMP! On Demand. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. The monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. T-Mobile records confirm that Ms. [redacted] obtained a Samsung Galaxy Note 5 32GB in Gold. Further records confirm that Ms. [redacted] canceled service on March 24, 2016, upon porting services to a different carrier. 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 March 24, 2016. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $118.78 for the monthly recurring charges billed through April 22, 2016. Additionally, T-Mobile has confirmed the return of the above mentioned handset; as such, all associated handset charges have been removed from Ms. [redacted]’s account leaving it closed with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny AExecutive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to her account. T-Mobile records indicate that on March 1, 2017, Ms. [redacted] activated one line of service. On April 26, 2017, Ms. [redacted]’s account was cancelled. Please be advised that a credit of $200.00 was entered on Ms. [redacted]’s account leaving a zero balance.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]
Executive Response

November 14, 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 7, 2016, regarding the above-referenced account. T-Mobile regrets that Mr. [redacted] elected to cancel his service with T-Mobile and has concerns regarding his final balance. T-Mobile records confirm that Mr. [redacted] canceled his account on August 24, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’ billing cycle ran from the 20th of one month to the 19th 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 September 19, 2016. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $156.93 which is comprised of his monthly recurring charges from August 20, 2016, through September 19, 2016, and the remaining balance owed for his Samsung Galaxy S 4. Mr. [redacted]’ account remains closed with a zero balance. 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

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

April 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any further concerns Mr. [redacted] has experienced regarding his monthly bill. As stated in our previous response, dated March 28, 2017, Mr. [redacted]’s account remains active with a balance of $333.47 which consists of past due charges of $197.14 from the billing statement dated February 19, 2017, monthly access charges, monthly Equipment Installment Plan ("EIP") installments, applicable taxes, and fees from the billing statement dated March 19, 2017.
Although T-Mobile considers this balance valid, in a continued effort to amicably resolve this matter, and upon speaking to Mr. [redacted] on April 7, 2017, T-Mobile applied a credit in the amount of $201.64 toward his account which reduced the balance to $137.14. This balance consists of monthly access charges, monthly EIP installments, applicable taxes, and fees and is due on April 11, 2017. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Executive Response Team. We regret any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

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

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

receipt of your correspondence dated May 15, 2016, regarding the above-referenced prepaid number. We are pleased to confirm that Ms. [redacted] is satisfied with our resolution. We regret losing Ms. [redacted]’s business and her concerns with her refund of her services. As of the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service. On May 10, 2016, T-Mobile records indicate Ms. [redacted] chose to return her purchased equipment and cancel her prepaid service. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile refunded the remaining difference in her account balance equaling $49.80 in the form of a mailed prepaid refund card. We request Ms. [redacted] to please allow seven to ten business days for delivery. For questions regarding approved refund, Ms. [redacted] may contact Citibank at 1-800-522-7458. Ms. [redacted] accepted this refund as resolution. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

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

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience that Ms. [redacted] might have experienced during her account activation. T- Mobile is please to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.   T-Mobile records confirm on September 27, 2017, that Ms. [redacted] was able to successfully activate service for the lines ending in 8342 and 9181 on the account number [redacted]. These two lines subscribed to our T-Mobile ONE rate plan that has a monthly cost of $110.00. Please be advised that this plan offers a $5.00 monthly discount per line for being signed up on automatic payments. Ms. [redacted]’s new account is signed up for automatic payments, and as such, she will receive a $10.00 discount monthly as long as the automatic payments remain active. Ms. [redacted] has confirmed that her account is set up correctly.   Please be advised that T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list.  This Discount Program is referred to as the T-Mobile Advantage Program.  This was a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective.  Customers were required to recertify their employment on an annual basis to maintain their monthly discount.  As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. As of September 28, 2017, Ms. [redacted] applied for the Advantage Program and approval is currently in a pending status.   Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our activations department.   T-Mobile has completed its investigation of this matter and we have been unable to substantiate the allegation of fraud or identity theft.  T-Mobile determined that an account has not been activated matching Ms. [redacted]’s Social Security number. We regret for any misunderstanding and inconvenience to Ms. [redacted] regarding her account.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Vanessa C[redacted] Executive Response

January 30, 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...

January 20, 2017, regarding the above-referenced file number. T-Mobile regrets any concerns Mr. [redacted] experienced. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated. Therefore, Mr. [redacted] has been absolved of all financial responsibility for the disputed account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Mr. [redacted] should allow approximately 90-days for this information to be reflected on his credit report. 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

October 14, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. xxx-xxx-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 8, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the delay in receiving his refund. We have reviewed Mr. [redacted] account and found that his refund was processed on October 1, 2015. As mentioned in T-Mobile’s previous correspondence, Mr. [redacted] should allow up to 10 business days to receive the prepaid refund card. We hope this resolution is acceptable to Mr. [redacted] and invite him to call me if he has further concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

July 11, 2016 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 July 2, 2016, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. We are glad to report that upon speaking with Ms. [redacted] she confirmed that her concerns have been resolve to her satisfaction. T-Mobile regrets hearing of Ms. [redacted] concerns with the Change of Responsibility (“COR”) she completed, the balance and status of account number [redacted]. A review of Mr. [redacted]’ account confirms that on May 4, 2013, he purchased a Samsung Galaxy Note II device and elected to finance it with our Equipment Installment Plan (“EIP”) program. Mr. [redacted] was required to pay a down payment in the amount of $149.99 and agreed to 24 monthly payments in the amount of $20.00. T-Mobile records confirm that Mr. [redacted]’ account had two active lines, mobile number ending in [redacted] and mobile internet line ending in [redacted]. Further review confirms that on March 5, 2014, Ms. [redacted] completed a COR for her mobile number ending in [redacted]. A COR 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. As of March 5, 2014, Mr. [redacted] was no longer financially responsible for the mobile number ending in [redacted]. Mr. [redacted]’ billing cycle run from the 24th of one month to the 23rd of the following month. At the time the COR was completed, Mr. [redacted]’ account reflected a balance in the amount of $81.39 which consisted of monthly service charges for the billing periods from December 24, 2014, through February 23, 2015. Although Mr. [redacted] transferred her mobile number ending in [redacted], mobile internet line ending in [redacted] remained active on the account. Please note that T-Mobile has no records of the request of cancelation for mobile internet line ending in [redacted]. A review of the account confirms that Mr. [redacted]’ payment that was due on February 15, 2015, was not received on time. T-Mobile provided Mr. [redacted] with late notices, text messages and a billing notification providing the payment due date. As payment was not received timely, on March 18, 2015, T-Mobile suspended the account’s ability to place outbound calls. Due to continue non-payment on April 18, 2015, T-Mobile fully suspended the account and subsequently canceled it on May 13, 2015. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. When the account was canceled, the remaining EIP balance of $80.00 was accelerated and posted to the final billing statement dated May 24, 2015. It is T-Mobile's position that the remaining EIP balance is valid and owed. Mr. [redacted]’s final billing statement reflected a balance in the amount of $238.31 which consisted of monthly service charges for the periods from December 24, 2014, through the full suspension of the account on April 18, 2015, monthly equipment charges, final equipment charges, applicable taxes and fees. It is T-Mobile’s position that the balance is valid and owed. Due to non-payment on June 27, 2015, the account was transferred to third party collection agency Convergent Outsourcing Inc. to attempt to collect payment. As Convergent Outsourcing Inc. attempts to collect payment were unsuccessful, on January 1, 2016, the account was transferred to third party collection agency Diversified Consultants Inc. On July 6, 2016, T-Mobile contacted Ms. [redacted] to discuss her concerns and the information mentioned above. As a courtesy and in an effort to amicably resolve this matter T-Mobile issued a credit in the amount of $234.31 leaving the account with a zero balance. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Mr. [redacted] should allow approximately 90 days for this information to be reflected on his credit report. T-Mobile regrets any inconvenience to Ms. [redacted] and Mr. [redacted]. Please note that Ms. [redacted] current account and her father's account reflect the same billing address. 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

Tell us why here...
December 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 4, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with her T-Mobile handset. T-Mobile records indicate that on November 22, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG V30 Plus handsets at a T-Mobile retail store. At the time of Ms. [redacted]’s purchase, she was required to remit a down payment of $130.00 and agreed to a series of 24-monthly installments in the amount of $30.00 for each handset.
As Ms. [redacted] states in her correspondence, one of her handsets had issues and needed to be returned. T-Mobile provided Ms. [redacted] with a 14-day return period, which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could be returned to the original point of sale for a refund or exchange.
Upon speaking with Ms. [redacted], she was requesting to process a handset exchange, which is under our Limited Handset Exchange program for customers who after their equipment return period have any manufacturer defect with their handset. T-Mobile will provide customers with a like new replacement under our warranty program. However, Ms. [redacted] did not qualify to participate in our Limited Handset Exchange program as she is under her equipment return period and it would be best for her to return it and purchase a new handset.
In an effort to amicably resolve this matter, on December 5, 2017, T-Mobile sent Ms. [redacted] a new LG V30 Plus and billed her account for the full price of the handset. T-Mobile requested that Ms. [redacted] return her non-working LG V30 Plus to our office with the return label provided. Upon receipt of the non-working handset, T-Mobile will issue a credit equal to the full purchase price that will be billed to the account balance. In addition, Ms. [redacted] is returning her non-working tablet in exchange for a credit of her down payment and remaining EIP balance.
On December 5, 2017, T-Mobile applied a courtesy credit of $76.25 for disputing monthly EIPs. Furthermore, on December 11, 2017, T-Mobile applied a courtesy credit of $75.00. As of December 12, 2017, Ms. [redacted]’s account reflects a credit balance of $100.00 that will be applied towards the next billing statement. Ms. [redacted] accepted this as a resolution. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

March 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No....

[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2016, regarding the above-referenced account. Please be advised, investigation of this issue has confirmed that Mr. [redacted] is listed as an authorized user on the account. We regret losing Mr. [redacted]’s business and his concerns regarding his leased equipment. In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his residential area. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and other conditions that may interfere with actual service, quality, and availability. On August 15, 2015 and August 16, 2015, T-Mobile records confirm Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand lease program with the upgrade of two Apple iPhone 6 16 GB handsets, one Apple iPhone 6 Plus 16 GB handset, and one Apple iPhone 6 64 GB handset. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. Please be advised JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. When the account was canceled on February 23, 2016, the remaining JUMP! On Demand equipment balance for the four handsets referenced above plus the purchase option prices totaling $2,290.85 were accelerated and posted to the final billing statement dated March 10, 2016. It is T-Mobile's position that the remaining JUMP! On Demand equipment balances and purchase option prices are valid and owed. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile provided an account credit totaling $564.94. This credit would bring Mr. [redacted]’s account balance to $1,890.85 as a valid and owed final balance. Additionally, T-Mobile placed a 90-day collection hold set to expire June 23, 2016, to allow Mr. [redacted] to remit payment. Please note normal collection activity will resume after the expiration of this collection hold if the account balance remains unpaid. Mr. [redacted] accepted this account credit as resolution. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

May 31, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 21, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. We are sorry to hear that Mr. [redacted] experienced any concerns regarding his service and billing. According to our records on January 20, 2016, Mr. [redacted] requested to change his rate plan to the grandfathered promotional 4 for $100.00 with 2.5 gigabytes (“GB”) of internet plan. The rate plan included unlimited talk, text and 2.5 GB of data per line of service for the four lines on the account. This rate plan was made effective as of January 14, 2016, which was the beginning of the current billing cycle. Our records further confirm that on March 8, 2016, Mr. [redacted] contacted Customer Care and requested to be changed back to his previous plan as he was not satisfied with the features included in the rate plan. The representative assisted with Mr. [redacted]’s request by changing his rate plan back to the grandfathered Classic Family Time 1000 for $39.99 for the first two lines of service plus $4.99 per line for each line to follow. This particular rate plan only included unlimited talk and has the option to add messaging and data as optional features. The rate plan was changed and made effective as of March 14, 2016. Unfortunately, due to an administration error, the family time unlimited messaging for $9.99 was not added as Mr. [redacted] previously had, which resulted in all text and picture messages used beginning March 14, 2016, being charged at a rate of $0.20 per message. We apologize for the inconveniences this caused Mr. [redacted]. Records reflect that as of April 21, 2016, Mr. [redacted] contacted Customer Care and reported his high bill caused by the overages. The representative apologized for the error and corrected the bill by adjusting all of the overages. Regrettably, the family time unlimited messaging feature was not added correctly and it resulted in Mr. [redacted] continuing to be charged for all text and picture messages. Finally on May 20, 2016, Mr. [redacted] called Customer Care and explained that he received another high bill due to overages. The representative made a recommendation to change the rate plan to the Family Match 6GB plan for $120.00. This rate plan includes unlimited talk, text and 6GB of 4G internet for each line of service. Additionally, the representative offered to not only credit the overages billed to Mr. [redacted] but to credit the bill in its entirety due to the error. A total credit of $402.70 was issued to the account on May 20, 2016, leaving the account active with a zero balance due. Please note that on May 24, 2016, T-Mobile contacted Mr. [redacted], upon speaking with Mr. [redacted] we ensured that the rate plan right fitted his usage and needs. We also assured Mr. [redacted] that he was adjusted for the overages and that he did not need to make a payment for the month of July 2016. To further compensate Mr. [redacted] for the inconveniences and as a courtesy, we offered Mr. [redacted] credit for a free month of service which was accepted. As such, T-Mobile issued a credit in the amount of $143.00. Mr. [redacted] considers this matter resolved to his satisfaction. T-Mobile regrets any inconvenience this may have caused 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. Christina S[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]