T-Mobile Usa Inc

June 17, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated July 10, 2015, regarding the above-referenced account.   T-Mobile records confirm that on March 21,2015, Ms. [redacted] ported in to T-Mobile the mobile number ending in [redacted] andsubscribed to T-Mobile’s Simple Choice Value Talk, Text and Data rateplan for $50.00 per month on the above-referenced account.  This rate plan provides Ms. [redacted] withunlimited talk, text, and internet with 4G speeds up to 1GB.  The account has the JUMP! 2 feature whichprovides customers all the coverage offered by our Premium Handset Protection bundle(handset insurance and extended warranty), Mobile Security with Lookout, plusthe benefit of trading-in their current device financed through an EquipmentInstallment Plan (EIP) for a credit of the remaining EIP balance due, up toone-half of the original retail price of that device for $10.00 per month.  Also, the account has an additional internetfeature which provided Ms. [redacted] with up to unlimited data, 7GB of Hotspot andunlimited radio for $30.00 per month.  T-Mobile records indicate that on March 21, 2015, Ms. [redacted] qualifiedfor and took advantage of our EIP offering with the purchase of an iPhone 6Silver 64GB.  EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments.   Accordingly, Ms. [redacted] was asked to make a down payment in the amountof $153.42 including the equipment taxes and agree to a series of 24 monthlyinstallments in the amount of $27.08.  All customers who choose to use the EIP option to pay for theirequipment are required to enter into a 24 month financing agreement signed atthe time of the purchase.  Although this24 month financing agreement is required and the installments are added to eachmonthly billing statement, customers may choose to pay off their EIP balance atany time by making incremental additional payments or a single payment for thetotal balance.  Please note that anyadditional payments reduce the length of time it will take to pay the entirebalance, but will not reduce the amount of any future regular monthly EIPpayments. If a customer has an open EIP and the EIP is ended, any remaining openEIP balance on the account is accelerated and becomes due with the followingbilling statement.  Regretfully, due to an inadvertent error, on March 22,2015, Ms. [redacted] EIP was ended. Therefore, the remaining EIP balance of $649.92 was accelerated andposted to Ms. [redacted] billing statement dated March 25, 2015.  We regret any inconvenience to Ms. [redacted].  Nonetheless, on April 28, 2015, T-Mobilereopened Ms. [redacted] EIP for the iPhone 6 Silver 64GB.    Please be advised that Ms. [redacted] account isbilled in arrears. T-Mobile records indicate that Ms. [redacted] billing statementdated May 25, 2015 had a balance of $291.38 which included outstanding past duecharges of $162.20 from the billing statement dated April 25, 2015, monthlyrecurring charges, features, applicable taxes and fees billed from April 25,2015 to May 24, 2015, EIP monthly installment and a $5.00 late fee.  Please note that on May 26, 2015, payment of$102.10 was remitted to the account and on May 29, 2015 credit of $5.00 for thelate fee was posted to the account leaving the account with a remaining balanceof $184.28.  It is important thatif customers experience any difficulties with the service, that they provideCustomer Care details of the problem, including the date and time and thearea(s) in which it occurred, including the major cross streets.  Please note that this information is criticalto our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile canattempt to resolve the issue through network or equipment adjustments.  We regret any inconvenience to Ms. [redacted]regarding her data concerns.  It isimportant to mention that should Ms. [redacted] continue to experience dataconcerns she may contact Customer Care at [redacted] and request technical careassistance regarding Ms. [redacted] data concerns. In an effort toamicably resolve this matter, on June 12, 2015, T-Mobile posted a one-timecourtesy credit of $184.28 as compensation to Ms. [redacted] for any inconvenienceregarding this matter, bringing the account to a zero balance.   Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [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

May 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account.
We regret any concerns Mr. [redacted] has regarding the Apple iPhone 7 Trade-Up offer. From September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
T-Mobile records indicate that on September 25, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Black 128GB handset. At the time of purchase, Mr. [redacted] was required to remit a down payment in the amount of $99.99, and agreed to make monthly installments of $27.09 for 24 months.
In Mr. [redacted]’s correspondence to your agency, he indicated that an Apple iPhone 6 handset was traded-in to complete the redemption process for the iPhone 7 Trade-Up offer. However, T-Mobile does not have any record of Mr. [redacted]’s Apple iPhone 6 handset being received to our warehouse. T-Mobile has performed multiple handset research tickets for Mr. [redacted]’s Apple iPhone 6 trade-in handset but we have not located the handset within our warehouse. In addition, T-Mobile has requested the serial number for the handset to confirm the recovery of the handset; however, our requests have proven unsuccessful.
In order to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to close the remaining EIP balance of the Apple iPhone 7 Black handset. Additionally, T-Mobile has applied a credit in the amount of $216.72, leaving a credit balance of $99.71, to cover the cost of the handset from September 2016. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Christopher P[redacted]
Executive Response

July 11, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 29 2017, regarding the above-referenced account.  Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address his concerns within this letter.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his equipment installment charges.  T-Mobile records indicate on May 19, 2015, Mr. [redacted] purchased an Apple iPhone 5s device on T-Mobile’s Equipment Installment Plan (“EIP”).  Mr. [redacted] agreed to 24-monthly installments of $14.58.  It is important to note the equipment charges did not begin until Mr. [redacted]’s June 11, 2015, billing statement.      Mr. [redacted]’s June 11, 2017, billing statement was in the amount of $99.43 and consisted of monthly access charges, the final equipment charge for the Apple iPhone 5s device, and applicable taxes for the billing period from May 10, 2017 through June 9, 2017.    On June 12, 2017, Mr. [redacted] contacted T-Mobile and requested a mobile device unlock for his Apple iPhone 5s device.  Regrettably, the June 11, 2017, billing statement had not confirmed at that time meaning T-Mobile was unable to view the final equipment charge for the Apple iPhone 5s device.  Due to an inadvertent error, T-Mobile advised Mr. [redacted] the device was paid in full.  T-Mobile processed the mobile device unlock request and on June 13, 2017, the request was approved.    In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $14.58 for the final equipment charge for the Apple iPhone 5s device.  The credit impacted the balance in the amount of $99.43 and leaves a remaining balance in the amount of $84.85 for monthly access charges and applicable taxes for the billing period from May 10, 2017 through June 9, 2017.  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.   Jennifer G[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

August 9, 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 28, 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 indicate that on May 22, 2017, per Mr. [redacted]’s request T-Mobile converted the account from a prepaid account type to a new postpaid account type for line ending in [redacted]. Please note that a prepaid account type does not require personal identifiable information which resulted in a potential discrepancy when the conversion was issued resulting in Mr. [redacted]’s Social Security Number (“SSN”) not listed on the postpaid account. In order to resolve Mr. [redacted]’s concern in a conversation with him on August 4, 2017, T-Mobile advised him to go in to a T-Mobile store with his personal Identification and SSN card for verification and correction of records. T-Mobile has provided Mr. [redacted] the option of setting a password on his account for verification purposes.
On this same date Ms. [redacted] expressed his dissatisfaction in regards to the process of filing a claim through Assurant Solutions to have his Samsung Galaxy S8 device replaced. In order to amicably resolve Mr. [redacted]’s concern T-Mobile has agreed to send Mr. [redacted] a replacement device and waive the $175.00 deductible as long as he sends the damaged device back to T-Mobile within 30 days of receiving the replacement device. T-Mobile has sent Mr. [redacted] an email with return instructions and has issued a $10.00 adjustment to cover any shipping charges. Mr. [redacted] has agreed to this as a resolution.
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

January 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 December 27, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her T-Mobile account balance. T-Mobile records indicate on April 10, 2015, Ms. [redacted] activated her account and subscribed to our Simple Choice Family Unlimited Talk and Text family plan for $100.00 per month for two lines of service. Ms. [redacted]’s line ending in [redacted] subscribed to our Premium Handset Protection feature for $10.00 per month. Upon activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G2 device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On August 26, 2015, Ms. [redacted] started two EIPs for a Samsung Galaxy Note 5 32GB device and a Samsung Galaxy Note 5 64GB device. On September 25, 2015, Ms. [redacted] cancelled her line ending in [redacted] when she ported this number to another service provider. T-Mobile did not receive a request to cancel her line ending in [redacted] and this line remained active on Mr. [redacted]’s T-Mobile account. On December 2, 2015, T-Mobile was notified Ms. [redacted] had filed bankruptcy on September 22, 2015. As a bankruptcy case had been filed, T-Mobile has a legal obligation to separate the accounts as post-petition and prepetition for accounting purposes. It was T-Mobile’s position that Ms. [redacted] was not responsible for a balance of $1,616.78. T-Mobile ended the EIPs for the above referenced devices and the final amount owed for each device applied to Ms. [redacted]’s following monthly billing statement. As Ms. [redacted]’s line ending in [redacted] was not cancelled or ported to a new carrier, charges continued through March 18, 2016 when the line was cancelled for non-payment. Ms. [redacted]’s final monthly billing statement was in the amount of $734.74 which consisted of the final device charges, monthly access charges, and fees and taxes for the billing period from December 19, 2015 through March 18, 2015. On April 22, 2016, Ms. [redacted]’s account was referred to the third party collection agency Diversified Consultants Inc. Please note that when an account is transferred to a third party collection agency a fee may be assessed and is typically based on the past due balance at the time of transfer. A third party collection fee in the amount of $74.54 billed to the account bringing the account balance to $809.28. Upon speaking with Ms. [redacted] December 30, 2016, she provided monthly billing statements from Verizon which indicated the line ending in [redacted] did attempt to port to the Verizon account. Regrettably, the port was not successful and it remained on the T-Mobile account. In an effort to amicably resolve this matter, T-Mobile has issued an adjustment in the amount of $734.74. The third party collection fee in the amount of $74.54 will automatically adjust within 48 business hours. T-Mobile advised Ms. [redacted] it can take up to 90 days for the account to reflect as settled in full on her credit report. 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. Jennifer G[redacted] Executive Response

July 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] has experienced while attempting to take advantage of the Smartphone Equality offer. With one of T-Mobile’s latest Un-carrier moves,  T-Mobile has launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available.  However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers.    T-Mobile records indicate that Mr. [redacted] activated an account on July 30, 2016, with one line of service. As of June 27, 2017, he has approximately 11 months of payment history with T-Mobile. Upon review of Mr. [redacted]s account T-Mobile found that on May 27, 2017, his financial institution returned a payment that was previously made in the amount of $200.00.  As the payment was reversed, based on the requirements conveyed for Smartphone Equality, Mr. [redacted] would not qualify for well qualified pricing in July and the monthly counter was reset.   In Mr. [redacted]’s letter to your office, he advises that he was offered to be qualified for the Smartphone Equality offer through T-Mobile. T-Mobile records indicate on June 5, 2017 that if Mr. [redacted] agreed to pay the May 3, 2017, and June 3, 2017, billing statements totaling $197.67, and that T-Mobile would agree to honor the Smartphone Equality offer for Mr. [redacted]’s account. Mr. [redacted] met that agreement with a payment on June 9, 2017 for $94.31 and on June 23, 2017 for $103.36.   On June 23, 2017, Mr. [redacted] called to take advantage of the Smartphone Equality offer but was advised of the standard requirements of the offer and was declined the courtesy to honor the Smartphone Equality offer based on the payment history.   In an effort to amicably resolve Mr. [redacted]’s concerns for the Smartphone Equality offer, T-Mobile has moved Mr. [redacted]’s account to well-qualified pricing on June 27, 2017. Please note that the offer fulfilment is a permanent change to the account and will continue to reflect well-qualified pricing for the lifetime of the account. 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 844-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jhayd G[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

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. If for any reason the collection activity is not removed within the 90 day period, The Revdex.com and Tmobile will be contacted again.Sincerely, [redacted]

April 3, 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 March 22, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated her services on December 17, 2016, and qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB and a Samsung ON5. Ms. [redacted] traded in her old iPhone 5 and received a trade in credit of $36.00. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $666.90 minus $36.00 for the trade in device. Please note that the down payment collected at the time of contracting was determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. Ms. [redacted] agreed to a series of 24 monthly installments in the amount of $8.16.
Additionally, Ms. [redacted] attempted to take advantage of the following promotions:

• 2016 Winter Smartphone Offer
• 2016 Magenta Port-In and Trade-In offer
As can be expected, there are several eligibility requirements for each of the above promotions;
To begin with, our records reflect that Ms. [redacted] met all of the requirements for 2016 Magenta Port-In and Trade-In offer and that she was reimbursed through both an account credit that assisted with the down payment for her T-Mobile equipment. T-Mobile records indicate that Ms. [redacted]’s refund in the amount of $200.00 was approved by T-Mobile on January 4, 2017, and forwarded to Citibank to be disbursed as a prepaid debit card. Customers who have not received their cards within 10 business days of the above date may contact Citibank Card Services at 1-877-855-7201.
Ms. [redacted] also met all of the requirements for the 2016 Winter Smartphone Offer as she signed up for the new T-Mobile ONE rate plan and purchased a qualifying smartphone on EIP, for which she is receiving the expected monthly bill credits. Those bill credits are reflected on page 4 of her most recent billing statement. 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.
Mercedes V[redacted] Executive Response

August 26, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 19, 2015, regarding the above-referenced account. Mr. [redacted] has confirmed that the issue has been resolved to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] has experienced in regards to the Contract Freedom promotion. Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 handset and accepted a $326.00 trade-in credit for her [redacted] Apple iPhone 6 handset. The trade-in credit totaling $326.00 was applied as followings: the amount of $309.30 was applied toward the account as a bill credit and the amount of $16.70 was applied toward the purchase of the new handset at the time of activation. Unfortunately, the billing statements Ms. [redacted] submitted on switch2t-mobile.com only included the early termination fees assessed by the her previous service provider and did not include a $595.76 EIP balance for the Apple iPhone 6 handset; therefore, the submissions were denied. In an effort to amicably resolve Ms. [redacted] concern, on August 21, 2015, T-Mobile agreed to issue reimbursement totaling $269.76, which is the remaining equipment installment balance for the Apple iPhone 6 handset less the above mentioned trade-in credit of $326.00. Ms. [redacted] can expect to receive the prepaid reimbursement card within eight weeks from the date of this letter. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Cindy M[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

September 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 Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 6, 2015, regarding the above-referenced account.
 
T-Mobile regrets Mr. [redacted]’ experience regarding the return of a Samsung Galaxy Note 5 handset.  T-Mobile makes every effort to provide complete and accurate information to our customers on every interaction. 
 
T-Mobile records confirm that Mr. [redacted] purchased a Samsung Galaxy Note 5 handset, on August 21, 2015, with an Equipment Installment Plan (EIP).  Mr. [redacted] was asked to make a down payment in the amount of $54.00, assessed taxes totaling $47.95 and agreed to a series of 24 monthly installments in the amount of $26.92.
 
T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his 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 and any applicable EIP entered into at the time of the original purchase.
 
In an effort to resolve this matter amicably, T-Mobile has agreed to accept the Samsung Galaxy Note 5 handset outside of the return period.  In exchange, T-Mobile agrees to credit the account $54.00 for the down payment, $47.95 for the taxes and any equipment installments charged for the Samsung Galaxy Note 5 handset.  In addition, the remaining EIP installments will be canceled. 
 
On September 12, 2015, Mr. [redacted] completed an order for an Apple iPhone 6S handset on an EIP.  The handset is currently on a backordered status and the down payment of $54.00 and taxes of $44.52 will be offset by the account credits applied for the Samsung Galaxy Note 5 handset, once the handset is shipped. 
 
Mr. [redacted] may return the Samsung Galaxy Note 5 handset directly to my attention at:
 
Executive Response
Attention: Pancho Q*
P.O. Box [redacted]
Albuquerque, NM 87176
 
T-Mobile recommends that Mr. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us.  We ask that Mr. [redacted] please include the handset, battery, charger, stylus and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.  Please be advised if the full kit is not returned, restocking fees of $20.00 for the charger and stylus will be deducted from the credit offered above.  Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Mr. [redacted] and the EIP balance will then be considered valid and owed.  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.
 
Pancho Q*
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 satisfactoryto me.  Sincerely, [redacted]

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

November 17, 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 November 3, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset. As reported, Samsung announced a world-wide recall of their highly regarded and newly released Samsung Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Samsung Galaxy Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately. As Mr. [redacted] purchased the Samsung Galaxy Note 7 device after the cancellation of the above referenced account, Mr. [redacted] would be required to show proof of purchase as the Samsung Galaxy Note 7 was not associated with the above referenced account. We certainly apologize if any of our employees failed to follow the correct process for Mr. [redacted] of the returned Samsung Galaxy Note 7. T-Mobile spoke with Mr. [redacted] on November 16, 2016, at which time Mr. [redacted] provided documentation that a Samsung Galaxy Note 7 was returned on October 10, 2016, at a T-Mobile retail location. In an effort to resolve this matter, T-Mobile has processed a refund in the amount of $920.13 to Mr. [redacted]’ bank account that he provided. The refund will be reflected in Mr. [redacted]’ bank account within three business days from the date of this letter. T-Mobile has confirmed with Mr. [redacted] this was a satisfactory 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. Amor M[redacted] Executive Response

Revdex.com:I do not totally agree with some of the allegations mentioned in the response from T-Mobile but in an effort to bring closure to this ongoing issue,  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]

August 3, 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 Nos. [redacted] & [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 26, 2016, regarding the above-referenced accounts. Upon receipt of this correspondence, T-Mobile contacted the number provided and reached Mr. [redacted]’s authorized user of record, Ms. [redacted]. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns that Mr. [redacted] and Ms. [redacted] have experienced regarding their recent account migration. T-Mobile records confirm that Mr. [redacted] recently took advantage of T-Mobile’s Smartphone Equality offering, which allows existing prepaid and Simple Choice No Credit check (“SCNC”) customers with an excellent payment history, meaning we have received at least 12 consecutive on-time payments, to be migrated to a postpaid regular account type, without any credit check. In addition, customers who have qualified for this offer are able to utilize T-Mobile’s Equipment Installment Plan (“EIP”) offering, and receive the best available pricing on T-Mobile handsets, including taking advantage of zero-down pricing with many handsets. T-Mobile records confirm that on July 3, 2016, Mr. [redacted] moved his four mobile numbers from his existing SCNC account to a regular postpaid account, with the account number [redacted], using T-Mobile’s Smartphone Equality offering, allowing Mr. [redacted] to migrate without a credit check. It is very important to note that when customers change account types, they will need to reset their online profiles at My.T-Mobile.com, and their billing cycle close date and due date will likely change. Our records confirm that Mr. [redacted] was sent his first billing statement for his new account on June 3, 2016, in the amount of $135.93, which was due on June 23, 2016. However, on July 2, 2016, when the payment had not been received, the account was suspended for non-payment. However, on July 3, 2016, T-Mobile received the payment for service and the account was restored with a zero balance. We regret if Mr. [redacted] was not properly notified of his new billing due date, and although normally customers are assessed a $20.00 per line restore-from-suspend fee following a suspension, Mr. [redacted] was not charged for any restore-from-suspend fees, and T-Mobile has agreed to ensure he will not be charged any fees related to the suspension. In addition, upon speaking with Ms. [redacted] regarding this matter, we were able to ensure that her and Mr. [redacted] now have full access to their online T-Mobile accounts and establish the primary account holder, as well as correcting their concerns regarding the social security number appearing incorrectly. In an effort to amicably resolve this matter, and as a gesture of goodwill to Mr. [redacted] and Ms. [redacted], T-Mobile issued a credit to the active account, account number [redacted], in the amount of $271.96, the value of two months of service, bringing the account to a revised credit balance of the same amount. In addition, T-Mobile issued a credit of $41.91 to Mr. [redacted]’s previous account, account number [redacted], and the account is now closed with a zero balance. Ms. [redacted] accepted this offer as resolution in full to her and Mr. [redacted]’s 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. Kayla J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I had reached out to Ronnie via email with no reply and also left voicemail with no response. I do not accept the offer because it doesn't have anything to do with a past due balance because all balances were up to date. I feel it a cop out on the company behave using my personal credit card as a feel will I want my entire bill or at least half for the consistent error on they behalf and on top of that acknowledgement of wrongdoing. It's only right.
Sincerely,
[redacted]