T-Mobile Usa Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is still pending until after July 17th.  but currently in a good state for the moment.
Sincerely,
[redacted]

May 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 29, 2016, regarding the above-referenced account. T-Mobile regrets any promotion concerns Mr. [redacted] has experienced. Please be advised that from September 25, 2015, through December 30, 2015, customers who signed up for JUMP! On Demand with an iPhone 6s or iPhone 6s Plus and traded in a qualifying device that the customer owned, would receive a monthly credit which would reduce their monthly lease payment to no more than $5.00 to $15.00 (iPhone 6s) or no more than $9.00 to $19.00 (iPhone 6s Plus) per month before applicable sales tax. T-Mobile records confirm that on September 26, 2015, Mr. [redacted]’ mobile number ending in [redacted] signed up for JUMP! On Demand with an iPhone 6s. At that time, our records indicate that Mr. [redacted] traded in an iPhone 4s. It is important to note that the iPhone 4s is not a qualifying device for the above-mentioned promotion. Please note that on December 16, 2015, Mr. [redacted]’ mobile number ending in [redacted] signed up for JUMP! On Demand with an iPhone 6s Plus. According to our records, Mr. [redacted] did not trade in a device during this transaction. On May 2, 2016, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $618.38 towards the iPhone 6s Plus JUMP! On Demand lease for the mobile number ending in [redacted]. Please note that the iPhone 6s Plus JUMP! On Demand lease is no longer active and Mr. [redacted] owns the device. 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. William B[redacted] Executive Response

Tell us why here...
May 22, 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 11, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our Customer Care.
T-Mobile records confirm that Ms. [redacted]’ billing cycle ran from the 5th of the month to the 4th of the following month, with payment due on the 25th. 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.
A review of the account confirms that Ms. [redacted]’ payment that was due on April 25, 2017 was not received on time. T-Mobile records confirm that on April 26, 2017, Ms. [redacted] set up a payment arrangement by logging into her Mytmobile.com account. Ms. [redacted]’ payment arrangement was for installments of $90.04 to be paid on May 4, 2017, and $360.17 on May 18, 2017. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. 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] made a payment on May 9, 2017 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). As a result T-Mobile is unable to dispute any previous restore from suspend fees charged on the account
In regards to Ms. [redacted]’ concerns regarding her account being cancelled for low usage, records indicate that on March 29, 2017, Ms. [redacted] requested her account be cancelled on March 4, 2017, which is the last day of her bill cycle. Please be advised the account was cancelled at Ms. [redacted]’ request and not for low usage. In addition when the account was restored on April 4, 2017, a $50.00 deposit was required to restore service based on T-Mobile’s credit requirements. Please note a credit in the amount of $50.00 was applied on May 5, 2017, bringing Ms. [redacted]’ account balance from $450.21 to $400.21. T-Mobile regrets any confusion regarding her account cancellation.
In an effort to amicably resolve this matter on May 19, 2017, T-Mobile changed Ms. [redacted] to a more affordable $60.00 Select Choice rate plan. In addition to the plan Ms. [redacted] pays $5.00 for each of her two additional lines, and $20.00 per line for three lines of unlimited data. Upon speaking with Ms. [redacted] she accepted this as resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
[redacted] Executive Response

April 6, 2017April 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 April 3, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers. We sincerely regret any concerns Mr. [redacted] experienced regarding service issues in his area, his final balance, and regret losing him as a customer. T-Mobile records indicate that on January 24, 2017, Mr. [redacted] activated the above referenced account and subscribed to T-Mobile ONE Taxes Included rate plan for $130.00 per month with mobile numbers ending in [redacted] and [redacted].
Upon receipt of your correspondence, T-Mobile reviewed Mr. [redacted]’s address provided in the correspondence to your office listed as [redacted] [redacted] [redacted]. Our findings reflect that Mr. [redacted]’s could expect 4G LTE coverage in this location without any known issues. It is important that if customers experience any difficulties with the service or equipment, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and equipment issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. Regrettably, we have no records of Mr. [redacted] contacting T-Mobile to report his coverage concerns.
T-Mobile records confirm that Mr. [redacted] canceled his account on March 6, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 25th of one month to the 24th 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 March 24, 2017.
As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on April 5, 2017, T-Mobile issued a credit to the account in the amount of $93.57 for the pro-rated charges incurred from March 7, 2017 through March 24, 2017. As of April 5, 2017, the account reflects a remaining balance of $46.43 for billing charges from February 25, 2017 to March 6, 2017 and which has a due date of April 17, 2017.
Please note that T-Mobile provides a number of options for Mr. [redacted] to pay outstanding charges. 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.
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.
Aika A[redacted]
Executive Response

June 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 June 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke with Ms. [redacted] and she has confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] may have had related to our iPhone 7 Trade-Up offer. Beginning 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. As you can imagine, there were several eligibility requirements that had to be met in order to qualify for the monthly bill credits. One of the requirements was that the traded-in device was required to be in good working order with no physical or liquid damage and the “Find My iPhone”, feature had to be disabled. If the above requirements were not met the customer was not qualified for the promotion
T-Mobile records indicate on September 22, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of An Apple iPhone 7 Plus handset for $869.99, with $149.99 down and $30.00 per month for 24-months. Ms. [redacted] traded-in an Apple iPhone 6 64GB gold from [redacted] with an estimated trade-in value of $165.00.
Upon receipt and review of Ms. [redacted]’s trade-in device, it was determined that the unit had sustained physical damage to the screen. As such Ms. [redacted] was deemed ineligible to receive either the $165.00 trade-in credit or the monthly bill credits for the promotion.
Nevertheless, in an effort to resolve Ms. [redacted]’s concerns, on June 12, 2017, T-Mobile contacted Ms. [redacted]. As indicated in Ms. [redacted]’s letter to your office, she was aware that her trade-in device was damaged. Although it is T-Mobile’s position that Ms. [redacted] is ineligible for this promotion, in an effort to resolve her concerns we offered a one-time $200.00 courtesy credit to her account. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent 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]-[redacted]
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted]Executive Response

August 7, 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 July 25, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with her services.  We received notification that she was having issues with getting incoming and outgoing calls, and concerns about numbers that were messaging that could not be blocked.    Upon speaking with Ms. [redacted] on July 31, 2017, she has advised that that the matter has been resolved.  T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Lauren L[redacted] Executive Response

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

March 15, 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 March 6, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced in regards to his T-Mobile billing and appreciates the opportunity to respond to his concerns.
T-Mobile records confirm that Mr. [redacted]’ billing cycle runs from the 25th of the month to the 24th of the following month, with payment due on the 17th. 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.
T-Mobile records indicate that on February 28, 2017, Mr. [redacted] set up a two part payment arrangement via the T-Mobile Application with the first payment of $288.54 due on March 4, 2017, and the second payment in the amount of $288.55 due on March 10, 2017, which would satisfy the past due balance of $577.09. Please note that when payment arrangements are set up via the application the payment is either processed via a bank account or credit card that is on file or provided by the customer. Additionally, a courtesy text message is sent two days prior to the first installment date which Mr. [redacted] confirmed that he received.
Regrettably, Mr. [redacted]’ first installment of the payment arrangement in the amount of $288.54 failed. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. Pursuant to our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment on March 5, 2017, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Nevertheless, in an effort to amicably resolve Mr. [redacted]’ concerns, on March 15, 2017, T-Mobile issued a one-time corresponding credit for the restore from suspend fees in the amount of $152.81, which will appear on his next billing statement dated March 25, 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.
Shannon R[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.
Provided all corrective actions are done within the allotted time frame and are up to a satisfactory level.
 
Sincerely, [redacted]

Revdex.com:
 Greetings,   Since submitting My complaint T-Mobile has begun the process of Fixing their wrongs. I appreciate you investigating the issue. You can please close the complaint   [redacted]

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.
I will await my hard copy of my final credit and expect the tablet and Samsung from 0362 to be unlocked, since this complaint is now resolved. It would have been nice for a voice mail message to have been left, as the only correspondence I can agree with was an email Juan sent and once I responded it was an out of office reply. 
Sincerely,
[redacted]

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.
I thank T-Mobile for their efforts. I offer 2 suggestions to them to perhaps avoid this situation with future customers.
1) Train your call response personnel to avoid using the word 'FREE' unless the item actually is. I asked the rep handling me that the phones he was sending me were completely free and he said they were. Perhaps he was thinking shipping to me free, but he did not make that clear.
2) Send an email or text confirming the transaction. I asked the rep if he could give me a written confirmation that the phones were free and he said he could not. He would put the notes into his computer so my transaction was in the system. Perhaps, this could have been avoided if I got an email or text saying that I would be charged for the phones.  Then I may have reconsidered.
For as long as I have been a T-Mobile customer, I have never been able to get a written confirmation on ANY order I have done in over 10 years.
 
Thank you for your time and effort.
 
 
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
I waa offered 2 free Samsung J&'s and got credit for only 1. It was not my mistake that the representative did not look closely at my account. to only be compensated 1 phone when I was offered 2 is unacceptable. The sales rep made the mistake and not me. Why should I have to pay for the other phone?Sincerely,[redacted]

I just want to make sure that the customer service rep supervisor and the other reps that said they couldn't help me are being reprimanded. cause that supervisor and the other reps cause me to call back numerous times. and the guy from tech telling me to call charter and [redacted] and I didn't know what to sayRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

June 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 June 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced when activating service and we appreciate the opportunity to work toward a resolution. T-Mobile records confirm that as of March 16, 2017, Mr. [redacted] is subscribed to the T-Mobile ONE rate plan, which for $180.00, provides the first four lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month. T-Mobile records indicate Mr. [redacted] is subscribed to 12 lines.
From March 17, 2017, through April 17, 2017, T-Mobile offered a $200.00 port in credit for individual liable customers who activated new service or add a line with select MWork Solutions Indirect Dealer. T-Mobile records indicate that Mr. [redacted] also participated in the @Work Indirect MWork Solutions gift card program which with promotional code “STUDENT01” Mr. [redacted] had the opportunity to claim a $50.00 rebate card per line. Please note that these promotions are not eligible to be combined.
T-Mobile records indicate Mr. [redacted]’s submission for the @Work Indirect MWork Solutions gift card program was received on May 2, 2017, and declined same day due to multiple submissions; unfortunately there was no submission for the $200.00 port in credit offer. In order to amicably resolve Mr. [redacted]’s concern T-Mobile has agreed to honor the $200.00 per line port in credit offer. In a conversation with Mr. [redacted] on June 17, 2017, Mr. [redacted] agreed to the one time lump sum credit of $2,400 which brought Mr. [redacted]’s account from a credit balance of $568.79 to a credit balance of $2,968.79.
We regret any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to work with him in resolving 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.
Thania R[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 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...

March 22, 2016
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 March 8, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced during her recent visit to a T-Mobile retail location. T-Mobile strives to provide world-class service to all of our customers on each and every contact and to be professional and courteous.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s visit.
Please note that while our retail store representatives strive to assist customers with their handset concerns to the best of their ability; they are not trained technicians and may not have the availability or capability to perform all aspects of troubleshooting including updating software.  However, our technical support team is always available to assist customers via telephone.
Please be advised that on March 11, 2016 we spoke with Ms. [redacted] and provided step by step instructions on how to update her device via email.  Additionally, we advised Ms. [redacted] that she may contact the manufacturer directly if she has additional concerns regarding the update process. Furthermore, in an effort to amicably resolve the matter, on March 11, 2016, T-Mobile issued a courtesy credit of $50.00 to Ms. [redacted]’s account.  The account remains open with a balance of $53.94.
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.
Robert R[redacted]
Executive Response

Tell us why here...
September 27, 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 September 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] Flores is the account holder of record, and that she has designated [redacted] as an authorized user on the above-referenced account.
We regret any concerns Mr. [redacted] has in regards to his Samsung devices and our network. Please note, T-Mobile records indicate that on July 30, 2017, in a T-Mobile store, two Samsung Galaxy S8+ devices were purchased for $800.00 each on an Equipment Installment Plan (“EIP”), with an $80.00 down payment plus $48.00 in taxes each. On August 19, 2017, in a T-Mobile store, a Samsung Gear S3 Frontier Black device was purchased for $399.99 on EIP with a $16.00 down payment plus $24.00 taxes.
As of the time of Mr. [redacted]’s purchase of the above devices T-Mobile provided a 14 day return period which allowed Mr. [redacted] the opportunity 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.
On September 21, 2017, we spoke with Mr. [redacted] and advised in an effort to resolve the matter and as a gesture of goodwill, if his two Samsung Galaxy S8+ devices and Gear S3 watch are returned to my attention in like-new condition, T-Mobile agrees to credit the remaining amount owed on the EIP and apply a credit of $296.00 to the account for the device down payments. Mr. [redacted] agreed to this resolution. We advised the devices can be mailed to my attention to the following address:

T-Mobile USA, Inc.
Attn: Daniel
c/o Executive Response
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile recommends that Mr. [redacted] request 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 he please include the device, charger and his account information within the box to ensure that he receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the device indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the device will be returned to Mr. [redacted] and the balance will then be considered valid and owed. We also ask that Mr. [redacted] disable the Anti-Theft application as T-Mobile cannot disable this application and the device will be returned to Mr. [redacted] if the application is enabled. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than October 21, 2017 in order 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Daniel R[redacted] Executive Response

September 24, 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 18, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted] satisfaction.
 
T-Mobile appreciates that Mr. [redacted] chose to re-activate service with T-Mobile and we regret that he experienced any concerns with our Early Termination Fee (ETF) reimbursement offer.  T-Mobile records confirm that Mr. [redacted] met all eligibility requirements for our ETF reimbursement offer.  Our ETF reimbursement offer requests are processed by [redacted], a third party service partner.  It appears as though Mr. [redacted] previous submissions were declined in error and feedback has been sent to [redacted] regarding Mr. [redacted] submissions and experience.
 
On September 24, 2015, T-Mobile approved Mr. [redacted] ETF reimbursement request and a reimbursement in the amount of $330.00 was approved.  Mr. [redacted] should allow up to 10 business days for delivery of the reimbursement card.  In addition, to show our appreciation of Mr. [redacted] continued business, T-Mobile issued an $80.00 credit to his account on September 24, 2015, which leaves his account with an $80.00 credit balance that will be applied toward his future billing statements.  Mr. [redacted] agreed that he considers this matter resolved.
 
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.
 
Ally Y[redacted]
Executive Response