T-Mobile Usa Inc

June 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated June 1, 2017, from [redacted] regarding the above-referenced account. Please be advised that as previously mentioned, [redacted] has been designated as an authorized user of the account. We have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to the 2016 Apple iPhone 7 Trade Up promotional offer. T-Mobile records confirm that on October 8, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of an Apple iPhone 6 Silver 64GB handset on the mobile number ending in 0630, with the IMEI number of [redacted]. Mr. [redacted] was not required to pay a capital cost reduction but then agreed to a series of 18 monthly lease payments of $27.00.
Records confirm that at the time of the lease signing of the Apple iPhone 7 Plus Rose Gold 16GB handset, Mr. [redacted] agreed to return his leased Apple iPhone 6 handset. Regretfully, T-Mobile has no records of receiving Mr. [redacted]’s Apple iPhone 6 handset. Therefore, Mr. [redacted]’s JUMP! On Demand lease remained active and continued to bill to his account. On May 20, 2017, Mr. [redacted]’s JUMP! On Demand lease reached the 18 month term; as such, the remaining Purchase Option Price amount of $173.83, was applied to the May 25, 2017 billing statement.

T-Mobile requests that Mr. [redacted] submit a copy of his return receipt, within 30 days of this letter, directly to my attention at Diana.J[redacted][email protected]. If found that there was an administrative error and the handset was indeed returned, T-Mobile will honor the 2016 Apple iPhone 7 Trade Up promotional offer and apply a credit of $173.83 to Mr. [redacted]’s account for the remaining Purchase Option Price. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below. 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.
Diana J[redacted]
Executive Response

November 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 18, 2016, regarding the above-referenced account. Please be advised that we have been unsuccessful in gaining contact with Ms. [redacted] regarding her concerns. We will make every effort to address and resolve Ms. [redacted]’s concerns within this letter. T-Mobile records indicate that on July 20, 2014, an Equipment Installment Plan (“EIP”) was initiated on Ms. [redacted]’s account for a Samsung Galaxy S4 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Additionally T-Mobile records indicate that on July 15, 2015, a JUMP! On Demand (“JOD”) lease was initiated on Ms. [redacted]’s account for a Samsung Galaxy Note 4 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. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated. Therefore, Ms. [redacted] has been absolved of all financial responsibility for the above mentioned EIP and JOD. In addition, T-Mobile has issues a credit to Ms. [redacted]’s account in the amount of $701.93 on November 17, 2016, leaving a revised credit balance of $110.59. Ms. [redacted]’s account remains active and in good standing. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

September 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 29, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with making payments toward her account. T-Mobile records confirm that on March 29, 2016, Ms. [redacted] made a payment of $600.00 to her account with a check. This payment left Ms. [redacted]’s account at the time with a credit balance of $359.18. Further records confirm that on March 31, 2016, Ms. [redacted] contacted Customer Care and advised that she had overpaid her account and during this call she requested a refund of $359.18. On April 2, 2016, the above payment was returned to T-Mobile as unpaid and therefore the payment was removed from Ms. [redacted]’s account and her request for refund was declined. It is important to note that Ms. [redacted]’s account is billed in advance and her billing cycle runs from the 19th of the month to the 18th of the following month with payment due on the 11th of the month thereafter. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. In reviewing Ms. [redacted]’s account, our records confirm that she had set up several payment arrangements which were not met. On April 7, 2016, Ms. [redacted] contacted Customer Care and set up a payment arrangement wherein she agreed to pay $120.41 on April 21, 2016, and a second payment of $120.41 on May 5, 2016. Our records confirm that the April 21, 2016, payment of $120.41 was successful. However, on May 4, 2016, Ms. [redacted] contacted Customer Care via our Live Chat, and pursuant to her request the payment method was removed for the second payment of $120.41, which was due on May 5, 2016. As such, Ms. [redacted]’s above payment arrangement failed and on May 7, 2016, her account was suspended. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. On May 8, 2016, Ms. [redacted] contacted Customer Care and set up another payment arrangement wherein she agreed to pay $75.41 on May 11, 2016. Our records indicate that on May 11, 2016, Ms. [redacted]’s financial institution rejected the payment for insufficient funds. On May 12, 2016, Ms. [redacted] contacted Customer Care and successfully made a payment of $75.41 to avoid suspension of her account. Again on May 12, 2016, Ms. [redacted] contacted Customer Care and pursuant to her request another payment arrangement was set up wherein she agreed to pay $141.90, on May 22, 2016. Our records confirm that payment was not made on May 22, 2016, as agreed and therefore, on May 24, 2016, Ms. [redacted]’s account was fully suspended for non-payment. On May 25, 2016, Ms. [redacted] remitted payment through our automated system in the amount of $99.01, restoring service to her account. Additional records confirm that on June 14, 2016, Ms. [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $116.38 on June 28, 2016, and $116.38 on July 12, 2016. Our records confirm that both payments were received on the specified due dates. Further review reflects that on July 15, 2016, Ms. [redacted] visited www.T-Mobile.com and set up a two part payment arrangement wherein she agreed to pay $70.00 on July 29, 2016, and $119.86, on August 12, 2016. On July 22, 2016, Ms. [redacted]’s July 12, 2016, payment of $116.38 was returned as unpaid. Further records indicate that the July 29, 2016, payment arrangement was not met. As such, on August 1, 2016, Ms. [redacted]’s account was again suspended for non-payment, wherein she was unable to place outbound calls. On August 3, 2016, Ms. [redacted] called our automated system and set up a two part payment arrangement wherein she agreed to pay $158.09 on August 10, 2016, and $158.08 on August 24, 2016. Our records indicate that when we attempted to process the $158.09 payment on August 10, 2016, Ms. [redacted]’s financial institution rejected the payment for insufficient funds. As such, Ms. [redacted]’s account was suspended on August 13, 2016, for non-payment. On August 13, 2016, Ms. [redacted] contacted Customer Care and remitted payment in the amount of $158.09, and her service was restored. Additional records indicate that on August 13, 2016, Ms. [redacted] set up a payment arrangement wherein she agreed to pay $158.08 on August 25, 2016. Our records confirm that on August 25, 2016, we attempted to withdraw the payment of $158.08. However, the payment was rejected for insufficient funds. As such, Ms. [redacted]’s payment arrangement failed and therefore on August 28, 2016, her account was cancelled for non-payment. On August 28, 2016, Ms. [redacted] contacted Customer Care and remitted payment for $158.08, restoring service to her account. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted]’s account was suspended due to non-payment, she was assessed a valid $20.00 restore from suspension fee each time her account was restored. As such, it is T-Mobile’s position that the restore from suspension fees which were assessed to Ms. [redacted]’s May 2016, June 2016 and August 2016 billing statements, totaling $192.12 including tax, are valid. 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 of our representatives failed to do so while assisting Ms. [redacted]. In an effort to amicably resolve this issue, we have applied a credit of $96.06 to her account for one-half of the restore fees and taxes. This credit reduced Ms. [redacted]’s balance to $131.99, and she may verify this by visiting www.T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian [redacted] Executive Response

September 26, 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 14, 2017, regarding the above-referenced account number.  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.    Upon review, T-Mobile has confirmed that Mr. [redacted] is not a T-Mobile customer and may be an iWireless customer as conveyed in their correspondence to your office.  As such, we respectfully request that you forward this correspondence to iWireless for investigation and response.   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.   Mathew G[redacted] Executive Response   Tell us why here...

January 10, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 15, 2016, regarding the above-referenced account. T-Mobile regrets if Ms. [redacted] feels that our previous response was not sufficient to resolve the concerns presented in her letter to your agency. As previously mentioned, between November 24, 2016 and November 27, 2016, T-Mobile offered the 2016 Samsung/ LG Black Friday offer. With the 2016 Samsung/ LG Black Friday offer, customers who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan with Unlimited Data and traded-in a qualifying fully own Apple, Samsung, or LG handset from any carrier would receive the Samsung Galaxy S7, Samsung Galaxy S7 Edge or LG V20 handset free of charge via monthly promotional EIP bill credits equivalent to the EIP monthly installment of the purchased Samsung Galaxy S7, Samsung Galaxy S7 Edge or LG V20 handset. Our records confirm that on November 25, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of one Samsung Galaxy S7 Edge 32GB handset at a retail location. Regrettably, Ms. [redacted]’s account did not meet the eligible rate plan requirement for the above mentioned offer; as such, the account was not eligible for the offer. However, as a courtesy, on December 21, 2016, T-Mobile agreed to issue a onetime credit of $400.00 towards the remaining EIP balance of the Samsung Galaxy S7 Edge handset which left a remaining EIP balance of $290.00. As an additional courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to waive the remaining $290.00 from the above mentioned Samsung Galaxy S7 Edge device. Accordingly, Ms. [redacted] will no longer be assessed the $30.00 monthly EIP charges for the Samsung Galaxy S7 handset. 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. Alberto V[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

May 19, 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 May 15, 2016, regarding the above-referenced account. T-Mobile records confirm that Ms. [redacted] has designated Mr. [redacted] as an authorized user of the account. T-Mobile is pleased to have resolved this matter to Mr. [redacted] satisfaction. T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding his recent handset exchange. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S6 Edge handset on April 15, 2015. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by Samsung. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting Samsung 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, 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. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Mr. [redacted] handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. In addition, a warning of the possibility of an out-of-warranty fee, and the reasons such a fee would be charged, are read to and agreed to by customers at the time of the exchange. Based on the above information it is T-Mobile’s position that the out-of-warranty fee in the amount of $425.00 was validly assessed. Nevertheless, as a courtesy to Mr. [redacted], and as a one-time courtesy, T-Mobile has agreed to credit the fee in full, in the amount of $425.00. Please note that $340.08 was applied to Mr. [redacted] Extended Payment Schedule (“EPS”), a payment plan which was set up to help Mr. [redacted] pay the fee over time, which ended the payment plan. The remaining $84.92 was issued toward the account balance, taking care of the final billed EPS payment. Mr. [redacted] account currently reflects a revised balance of $361.09. Mr. [redacted] accepted this offer as resolution in full 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. Kayla J[redacted] Executive Response

March 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated February 28, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile 4G monthly prepaid account billing. T-Mobile records confirm that on January 4, 2016, Ms. [redacted] activated her 4G monthly prepaid account and is subscribed to our $50.00 Simply Prepaid monthly prepaid rate plan. Ms. [redacted]’s chosen prepaid rate plan provides her unlimited minutes, unlimited text, and data with 3GB of up to 4G speeds. This plan, like our other prepaid plans, provides service for a period of 30 days at a time. Plans automatically renew at the end of the 30th day if funds are available in the account to cover the plan and feature costs. It is important to note that renewal occurs at midnight, based on the time zone of the mobile number. If funds are not available to cover the rate plan and features cost, service is suspended. After further investigation of Ms. [redacted]’s taxes, our records indicate that Mr. [redacted] is being taxed accordingly to her state. It is important to note that taxes vary among different states, cities and counties, due to differences in rates for the local portion of the tax. Geographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districts. The state sales rate maybe at a certain percentage but that is not the total for all taxes. The federal government imposes certain taxes that every account holder must pay. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

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

is in receipt of your correspondence dated September 22, 2016, regarding the above-referenced account. Please be advised that we have made an attempt to contact Ms. [redacted], which was proven unsuccessful. As such, T-Mobile will make every effort to address her concern within this letter to her satisfaction. T-Mobile regrets any concern Ms. [redacted] has experienced in regards to her handset upgrade. T-Mobile records confirm that on July 8, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets over 24 monthly billed installments. At the time of purchase Ms. [redacted] agreed to 24 monthly billed installments in the amount of $28.34. Due to an inadvertent error, Ms. [redacted] was shipped a Samsung Galaxy S7 with a blocked IMEI which does not allow the handset to be activated or used. On July 14, 2016, T-Mobile placed a secondary order for a Samsung Galaxy S7 to replace Ms. [redacted]’s handset with one that did not have the IMEI blocked. In turn, Ms. [redacted] was to return the original Samsung Galaxy S7 back to T-Mobile’s return center. Regrettably, our records do not confirm that Ms. [redacted]’s original Samsung Galaxy S7 was returned. However, in an effort to amicably resolve this matter, on September 22, 2016, T-Mobile closed the remaining EIP balance of the original Samsung Galaxy S7 and has adjusted the two billed monthly installments of $28.34 leaving a balance of $179.07 due immediately. 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. Oscar T[redacted] Executive Response

July 4, 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 21, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the June 2017 Samsung Galaxy S8 BOGO offer. Please be assured that we strive to provide complete and accurate information to our customers. We apologize if Mr. [redacted] feels that this was not his experience.
Starting June 16, 2017, for a limited time, customer that buy a Samsung Galaxy S8 or Samsung Galaxy S8 plus can get a second one for free after rebate when adding a line or sign up for two new lines of service and purchasing both devices with our Equipment Installment Plan (“EIP”) program. The maximum value of the rebate is the full retail price of the Samsung Galaxy S8 plus, $790.00. In order to be eligible, customers must be subscribed to our T-Mobile ONE or Simple Choice Unlimited rate plan, additionally, the new line or add a line must remain active and in service, plus no other lines on the account can be cancelled until the Rebate validation has passed. It is important to note that to the date of this letter, this promotion continues to be available.T-Mobile records confirm that on June 19, 2017, Mr. [redacted] initiated equipment order number [redacted] for a new Samsung Galaxy S8 plus device which was canceled on June 20, 2017, pursuant to Mr. [redacted]’s request. T-Mobile regrets any inconvenience Mr. [redacted] experienced when placing the order and attempting to update the shipping address. A review of Mr. [redacted]’s account confirms that he is subscribed to an eligible Simple Choice rate plan and is eligible to activate new lines of service, however; he has not activated a new line of service and none of his lines of service is currently subscribed to Unlimited Data. In order to meet eligibility criteria, Mr. [redacted] would need to first activate a new line of service and add Unlimited Data to his new line as well as one of his current mobile numbers. On June 28, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information mentioned above. At that time, Mr. [redacted] let us know that he had purchased two Samsung Galaxy S8 plus devices and paid them off at the time of purchase. As Mr. [redacted] did not activate a new line of service, finance his device with our EIP program, and is not subscribed to Unlimited Data it is T-Mobile’s position that he is not eligible for the promotion. In an effort to amicably resolve this matter, T-Mobile offered a onetime bill credit in the amount of $182.46, equivalent to one month of free service prior to monthly equipment charges, which Mr. [redacted] accepted. 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.
Maggie R[redacted]
Executive Response

June 13, 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 May 31, 2017, regarding the above-referenced file number. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his Mobile Device Unlock code. Please note that Mobile Device Unlock codes are available to customers who meet the following eligibility requirements:

Prepaid Account
• The device must have been used on the account.
• Only two unlock codes per line of service have been provided in a 12 month period.
• The line of service must have been active for the required 365 days with $25.00 or $100.00 in refills having been applied to the line.
• The account must be active.
Postpaid
• There must not be a balance owed on the Equipment Installment Plan associated with the device.
• The account must be in good standing.
• There must be continuous usage of the device for at least seven days.
• An unlock code for the same line of service must not have been provided in the last 90 days.
• Only two unlock codes per line of service have been provided in a 12 month period.
• The device must have been sold through T-Mobile or a T-Mobile authorized dealer.
In an effort to resolve the matter, T-Mobile requested that Mr. [redacted] submit his proof of purchase directly to T-Mobile’s Executive Office for review. After further review, T-Mobile validated Mr. [redacted]’s proof of purchase and provided him with the Mobile Device Unlock code and application unlock instructions via email. T-Mobile has determined that the unlocking process was successful. Mr. [redacted] has accepted this as a resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: The information contained in T-Mobile's response is not correct.  First of all, the promotion clearly stated that T-Mobile would pay up to $650.00 per line, if I were to switch carriers.  There was never anything communicated to me about 'credits' to my account.  I went to a T-Mobile store in Holland, OH and was told that I would receive up to $650.00 per line.  That offer was attractive to me because it would allow me to pay off my [redacted] phones, and switch to a carrier that was supposedly less expensive than what I paid at [redacted].  My account with [redacted] was in good standing when I switched, just as my account with T-Mobile was in good standing throughout the year I was a T-Mobile customer.  I did receive two payments from the T-Mobile Carrier Freedom program totaling $747.85.  I switched 3 lines to T-Mobile - one line had a phone/lease balance of approximately $450.00, another line was approximately $470.00 and the last line was approximately $370.00.  I did receive some credits, however they were for charges that T-Mobile incorrectly assessed to my account, and credits that were given to me due to the hell T-Mobile had put me through during this transition.  They charged me, and I was paying for 3 I-phones, when I should have been charged for 1. This went on for months, and to be honest I am still not certain that I wasn't charged more than I should have been.  When I called T-Mobile about my problems with the reimbursement program and about the charge for the 2 I-phones, I was transferred to at least 3 people, and told 3 different things.  Moreover, in regards to the 'promotion' offered by T-Mobile, I provided my last [redacted] bill, which showed all charges due on my account.  I paid [redacted] for the usage charges, but expected T-Mobile to pay my phone/lease charges as they advertised.  Now, I am stuck still paying [redacted] for charges that should have been covered by T-Mobile's promotion.  Second, prior to me leaving T-Mobile, I called to find out what steps I needed to complete in order properly facilitate my exit from T-Mobile.  I knew I had to pay for the T-Mobile phones, and I confirmed that on June 26, 2017 with 'Marc.'  He advised that once my phones were paid off, that obligation would be taken care of and I could use the phones as I wished.  Of course I knew I had to pay my current T-Mobile bill, which is something I did on time for a year while with T-Mobile.  I had also been told that I could return my phones at any time and basically walk away since T-Mobile is the 'un-carrier.'  I paid off the 2 I-phones on my account on July 7, 2017 and went to have the phones activated at my new carrier.  I did not pay the balance on my K7 ($52.39) because I was going to return it T-Mobile.  When I tried to activate the 2 I-phones, I found out they were locked.  I spent 5 days getting the run around from T-Mobile, and getting various excuses as to why my phones were locked.  Finally, I was told that because I had pending charges on my account, T-Mobile wouldn't unlock my phones.  My phone bill was due July 15, 2017 - my account was current.  If there was a requirement for me to pay my current charges in advance of the due date, in order for me to use the I-phones that I owned, why wasn't that communicated to me back on June 26th when I spoke to 'Marc?'  T-Mobile has been dishonest in its dealings with me, and I had spent countless hours on the phone and in the store in an effort to right the wrongs of T-Mobile.  Their response to my complaint appears to suggest that I didn't receive the things promised to me due to my shortcomings (i.e. the reimbursement was declined because my account not in good standing, requirements were not met). Those allegations are simply not true. 
Sincerely,
[redacted]

Revdex.com:
Thank you for your assistance. Tmobile has now agreed to do what I asked to be done in the first place. I want to note, for the record, that I have not received a refund card for $13.92. I will be expecting that soon.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]

September 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 Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 17, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
 
T-Mobile regrets that the insurance replacement handset that Ms. [redacted] received on July 6, 2016 is now displaying physical flaws.  In an effort to resolve this matter for Ms. [redacted], T-Mobile agreed to send a replacement Samsung Galaxy Note 5 32 GB White handset via free UPS ground shipping.  Ms. [redacted] will return the defective handset to T-Mobile within 30 days to the following address:
 
T-Mobile USA, Inc.
Attn: [redacted]
 
As a gesture of goodwill, T-Mobile issued a $20.00 credit to Ms. [redacted]’s account to cover her cost of return shipping.  T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she experienced.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

June 5, 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 Prepaid Account No. [redacted] To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 27, 2015, regardingthe above-referenced informal complaint filed by T-Mobile customer, [redacted](“Mr. [redacted]”).  T-Mobile appreciates this opportunity to respond to Mr. [redacted]’s complaint.Please know that representatives of T-Mobile, including our Senior Vice President ofCustomer Service, have made several attempts to contact Mr. [redacted], which haveproven unsuccessful.  As such, T-Mobile will make every effort to address Mr.[redacted]’s concerns within this letter.A review of Mr. [redacted]’s Pay-In-Advance account indicates that Mr. [redacted] activatedhis service on May 1, 2015, and canceled his service on May 31, 2015, when heported his number out to another service provider.  We are sorry that the performance ofT-Mobile’s data network has, at times, not lived up to Mr. [redacted]’s expectations.While it is T-Mobile’s goal and commitment to provide the fastest data speedsin the wireless industry, there are times and places where network speeds canbe slowed significantly because network loading is high enough to exceed theavailable capacity.  In such circumstances, T-Mobile must take affirmative steps to manage the networkfor the best overall experience of the most customers.  T-Mobile wants customers to use and enjoy ourservices as much as possible, but successful management of our network requiresus to prioritize the data usage of customers when the demands for networkcapacity outstrip the available capacity. T-Mobile’s records indicate that data usage on Mr. [redacted]’s account was very high relativeto other customers.  In fact, Mr. [redacted]’s account was among the highest data usage accounts on T-Mobile’snetwork, with 27.32 GB of data used over a single active month of servicecompared to the much lower amount of data used by the average T-Mobile user.  In reviewing Mr. [redacted]’s correspondence to your agency, he indicates that duringthe period of May 21, 2015, through May 27, 2015, he was unable to use his dataservices to his desired capacity.  Please know that T-Mobile has thoroughly investigated Mr. [redacted]’s usage and determined that during the dates provided to your agency, Mr. [redacted] used 13.2 GB of data,or 48% of the total data consumed over the 31-day period that the account wasactive.  As a very heavy user of T-Mobile services, Mr. [redacted]’s usagemay have been prioritized below that of other customers in order to facilitatea fair allocation of network resources among all customers when and wherenetwork loading was high enough to exceed the available capacity. Where thenetwork is lightly loaded, a very heavy user, such as Mr. [redacted],will likely notice little, if any, affect from this lower priority. However, attimes and places where the network is heavily loaded, a very heavy user, suchas Mr. [redacted], can expect to see some material reduction in data speeds.  Please know that T-Mobile's Open Internet Disclosures regarding data speed reduction during times of network contentionare available online under Company Information at www.T-Mobile.com. This is also disclosed in T-Mobile’s Terms & Conditions under Section 11 (Data Plans and Other Features).  The number of locations where this condition arises is very small and T-Mobileconstantly works to improve the network capacity in these areas, but there arelimits on how much spectrum capacity is available. The lower speed that resultsfrom heavy network loading is temporary. When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go up. We understand that if Mr. [redacted] regularly used our service in a location which was oftenheavily loaded, T-Mobile may not have been able to provide the service that wasbest for Mr. [redacted]’s high amount of data usage. In the spirit of the UnCarrier and providing world-class service to all ofour customers, it is important to T-Mobile that we Make It Right wherever we can.  To thatend, since Mr. [redacted] elected to cancel his Pay-In-Advance account due to his datausage concerns, T-Mobile will offer to refund the cost of any T-Mobile-brandedhandset purchase as well as the Pay-In-Advance subscription made by Mr. [redacted]at the time of activation of his T-Mobile account, provided only that Mr. [redacted]returns his device to T-Mobile in good condition.  Mr. [redacted] may contact me directly at thebelow number within fourteen (14) days of the date of this letter to take advantageof this offer.Based upon the foregoing, we respectfully request that this informal complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.  If you have anyquestions, please do not hesitate to contact me at the address listed below ortoll free at [redacted]  Very truly yours, T-Mobile USA, Inc. Dot W[redacted]Executive Response

September 19, 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 15, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the cancelation of his account. T-Mobile records indicate on February 11, 2016, Mr. [redacted] elected to transfer his mobile number ending in [redacted] to our prepaid service. Mr. [redacted]’s requested was fulfilled on February 11, 2016. However due to an inadvertent error, Mr. [redacted]’s line ending in [redacted] remained active until September 14, 2016, when he contacted T-Mobile to cancel service. T-Mobile has applied a credit in the amount of $389.60 which represents the monthly recurring charges assessed to Mr. [redacted]’s account for mobile number ending in [redacted] from February 12, 2016, thru August 13, 2016, the last billing statement to generate. It is important to note, T-Mobile records indicate Mr. [redacted] was sent billing statements to the address provided in his correspondence to your office. At the time of cancelation, Mr. [redacted] had a remaining balance of $218.75 for his Apple iPhone 6 Plus Gold 64GB which he set up on an Equipment Installment Plan. Mr. [redacted]’s remaining equipment balance of $218.75 has been applied to Mr. [redacted]’s credit balance, effectively updating his credit balance to $170.85. T-Mobile has agreed to send Mr. [redacted] a refund of $170.85 in the form of a prepaid card to the address provided to your office. Mr. [redacted] should receive his refund within ten business days. T-Mobile has set a follow up to credit Mr. [redacted]’s billing statement dated September 13, 2016, and October 13, 2016. As such, Mr. [redacted]’s account will remain 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

Complaint: [redacted]
I am rejecting this response because:I appreciate the detailed response from TMobile about the devices and contract details when I switched carriers . None of this quite frankly is relevant or disputed in any form . What I am upset about is that I followed all the requirements to receive an advertised reward/ incentive to switch carriers that was not honored by TMobile .I never received any kind of communication that my submitted final bill was rejected . No representative ever mentioned this in the numerous phone calls I made . To the contrary I received confirmation that it was approved on 4/25 and that the reward was sent the same day . Even though of course never received . ( please see attachment )i feel  that it is about time that T Mobile stops making me jump thru hoops that I already jumped thru and mastered and honor what  they promised and advertised . I should not have to submit paperwork again that was previously submitted and approved over nearly two months ago . I respectively ask that TMobile step up to the plate and make good on something that I was approved for . It doesn't make sense now that now all of a sudden my paperwork was not complete ! And without contacting me or letting me know . None of your representatives on the phone mentioned anything like that .please follow through without any further delays , as I have been waiting now for nearly two months to receive  this "reward ". This has been time consuming and aggravating and I would hope that this is not the kind of customer service you want to portray . 
Sincerely,
[redacted]

April 4, 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 25, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter.
T-Mobile regrets any concerns that Ms. [redacted] experienced regarding her account or our previous responses to her correspondence. As indicated in our previous correspondence, our records confirm that Ms. [redacted] activated her account on December 11, 2004. Ms. [redacted] had five active lines of voice service and four lines of mobile internet service until January 19, 2017. On January 19, 2017, Ms. [redacted] cancelled her line of service ending in [redacted] when she ported the number to another provider. On January 23, 2017, Ms. [redacted] cancelled her lines of service ending in [redacted] and [redacted] when she ported them to another provider. However, our records confirm that Ms. [redacted] did not port her remaining lines of voice service or mobile internet service. As such, the account remained active, and Ms. [redacted] continued to incur monthly access charges and applicable taxes, until March 19, 2017, when Ms. [redacted] account was cancelled at her request. Upon review of the usage on each of Ms. [redacted]’ lines of service through cancellation, our records confirm that the lines remained in use until March 19, 2017. As such, it is T-Mobile’s position that the charges billed for monthly access charges and taxes are valid and owed.
As indicated in our previous responses, the balance owed on Ms. [redacted]’ account at the time of her cancellation was $2,837.97 for several months of past-due monthly access charges, late payment fees, handset Equipment Installment Plan (“EIP”) installments, and applicable taxes. It remains T-Mobile’s position that the balance owed on Ms. [redacted]’ account is valid and owed. Please note that Ms. [redacted]’ final billing statement will be available at the end of the billing cycle, after April 8, 2017. As Ms. [redacted] had active EIPs on her account at the time of cancellation, the remaining balance for each will be assessed to her final billing statement along with her monthly access charges, as previously indicated in our response to your office.
In an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile offers to allow her to send her handsets that were purchased on an EIP to our office in good working order, and upon receipt and inspection of the handsets, T-Mobile will issue a credit to her account for any charges associated with each handset. Ms. [redacted] will be responsible for all remaining charges for monthly access charges, late payment fees, and applicable taxes. Ms. [redacted] can return the handsets to the following address:
T-Mobile USA, Inc.
Attn: Chris P[redacted], ERT
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] send the devices via a reputable shipping carrier that will provide a tracking number for her records, as we are not responsible for equipment being returned to us. Please note that Ms. [redacted] must have the equipment post marked for return no later than April 30, 2017. Should Ms. [redacted] fail to meet this date, the offer will be considered void, and all charges will be considered valid. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

August 13, 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 5, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding Ms. [redacted] may have experienced with respect to her monthly billing. T-Mobile records indicate that on January 28, 2014, Ms. [redacted] account was changed to T-Mobile’s Simple Choice Plan at her request. This rate plan provides nationwide unlimited talk, text and one gigabyte (“GB”) of data per line of service at up to 4G LTE speeds at a monthly rate of $80.00 for the first two lines of service. Up to eight additional lines of service may share this rate plan for a charge of $10.00 per month per line of service. Accordingly, Ms. [redacted] third line of service is assessed a monthly add-a-line charge of $10.00. A review of the account indicates Ms. [redacted] line of service ending in [redacted] has been subscribed to an unlimited data feature for an additional $30.00 per month since December 18, 2011. Further, T-Mobile records confirm that on January 28, 2015, a $10.00 per month data feature which includes up to three GB of 4G LTE data was added to the line of service ending in [redacted]. These additional data features were both added at Ms. [redacted] request. On August 4, 2015 at Ms. [redacted] request, the above-referenced data features were removed. Based on its current configuration, Ms. [redacted] account now indicates a monthly recurring access charge of $90.00 plus applicable taxes. T-Mobile provides notification of the monthly charges associated with this account at the conclusion of its billing cycle. For Ms. [redacted] account, the monthly billing cycle starts on the 28th of one month and closes on the 27th of the following month, with payment due on or about the 20th of the month following the billing cycle closure date. Our records do not indicate any contact from Ms. [redacted] concerning the charges associated with these data features prior to August 4, 2015. In accordance with T-Mobile’s Terms and Conditions of Service, customers have 60 days to dispute charges from the date they first appear on the bill. Although it is past the 60 day dispute timeframe, in an effort to amicably resolve the issue, T-Mobile extended an offer to apply a $200.00 account credit to Ms. [redacted]’s billing account. However, Ms. [redacted] declined this offer. On August 11, 2015, T-Mobile offered Ms. [redacted] an account credit of $300.00. This is T-Mobile’s final offer of resolution for this dispute. Ms. [redacted] may contact me at the number below or via email at [redacted]@T-Mobile.com by or before August 30, 2015 to take advantage of this offer. 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. Cesar R[redacted] Executive Response

June 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile...

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 2, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report that we spoke with Mr. [redacted] and he has confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any promotional concerns Mr. [redacted] may have had and we appreciate the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. T-Mobile’s records confirm that as of November 19, 2016, Mr. [redacted] subscribed to the T-Mobile ONE with taxes excluded rate plan, which for $130.00, provides the first two lines with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month.
Between the months of November 2016, and March 2017, Mr. [redacted] took advantage of the following promotions:
• 2016 Samsung/LG Black Friday;
• Apple Black Friday;
• 2016 Fall LG Smartphone Offer;
• 2016 Friends and Family 2 lines On Us; and
• Free Add-A-Line: This One’s On Us
As can be expected, there are several eligibility requirements for each of the above promotions; Mr. [redacted] did meet the requirements of the offers. However, due to an administrative error, Mr. [redacted] was not receiving the correct monthly installment adjustments.
T-Mobile records indicate in Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the following handsets:
• A Samsung Galaxy S7 edge handset for $789.99, with $69.99 down and $30.00 per month for 24-months, for mobile number ending in [redacted].
• A Samsung Galaxy S7 edge handset for $789.99, with $69.99 down and $30.00 per month for 24-months, for mobile number ending in [redacted].
• LG Stylo 2 plus handset for $239.99, with zero down and $10.00 per month for 24-months, for mobile number ending in [redacted].
• An Apple iPhone 7 plus handset for $769.99, with $19.99 down and $31.25 per month for 24-months, for mobile number ending in [redacted].
T-Mobile’s records confirm that as of January 8, 2017, Mr. [redacted]’s account is participating in our Advantage Program. T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list. This discount program is referred to as the T-Mobile Advantage Program. Please note this is a grandfathered program which is not compatible with T-Mobile ONE. As Mr. [redacted] is currently on a T-Mobile One rate plan, his account is ineligible for the Advantage Program.
Please be advised that T-Mobile contacted Mr. [redacted] on June 7, 2017. At that time, T-Mobile assisted Mr. [redacted] with completing a rate plan change to our T-Mobile ONE plan with taxes inclusive which is $230.00 per month before any applicable AutoPay credits. AutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment method supplied by the customer. When an account is enrolled in AutoPay and subscribed to T-Mobile ONE, a $5.00 discount is provided per line of service monthly.
Mr. [redacted] will continue to receive his mobile number ending in 3814 for free which is part of our Free Add-A-Line on Us promotion. Please note that Mr. [redacted] is aware that with this promotion, his monthly bill will now be $205.00 a month before any applicable AutoPay credits. Mr. [redacted] is also aware that T-Mobile does not offer the Advantage program discount to the T-Mobile One rate plans.
T-Mobile has also absolved all remaining EIP balances associated with the above promotions. In addition, as a gesture of good faith and in an effort to amicably resolve this matter, T-Mobile did issued Mr. [redacted] a onetime credit of $307.06 leaving the account with a credit balance of $307.06. Mr. [redacted] did accept this as T-Mobile’s offer of resolution.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent calls to 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.
Nicole C[redacted]
Executive Response