T-Mobile Usa Inc

I really appreciate all the work done for me. I was just waiting for the  payment process and verify that me credit has not been affected . Thanks again for all the help,  Sincerely [redacted]

April 10, 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 27, 2017, regarding the above-referenced account. Please be advised that [redacted] is an authorized user on [redacted]’s account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. T-Mobile records confirm that on November 18, 2016, Mr. [redacted] activated mobile numbers ending in [redacted] and [redacted] and attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 lines On Us;
• 2016 LG G Pad On Us;
• 2016 Fall LG Smartphone Offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
As Mr. [redacted] activated mobile numbers ending in [redacted] and [redacted] during the promotional timeframe, he qualified for the 2016 Friends and Family 2 Lines On Us promotion. However, due to an inadvertent error, Mr. [redacted]’s promotional monthly credits were not applied to his account.
In regards to the 2016 LG G Pad On Us and 2016 Fall LG Smartphone Offer, T-Mobile records indicate that on November 18, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG G Pad X tablet and LG K10 handset. Accordingly, Mr. [redacted] was asked to make a down payment for taxes on the full retail price and agree to a series of 24 monthly installments in the amount of $17.30. However, due to an inadvertent error, Mr. [redacted]’s account is only receiving promotional monthly credits for the LG K10 handset.
On March 31, 2017, in an effort to amicably resolve this matter, T-Mobile enrolled Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] in our 2016 Friends and Family 2 lines On Us promotion. These mobile numbers will receive automatic monthly bill credits to cover their monthly cost less any applicable taxes as long as Mr. [redacted] does not cancel any of his mobile numbers or changes to a non-qualified rate plan. Additionally, T-Mobile issued a credit in the amount of $205.14 for the cost for the two mobile numbers from November 18, 2016 through March 16, 2017.

Furthermore, on April 7, 2017, T-Mobile issued a credit in the amount of $239.99 for the remaining EIP balance and EIP payments already made towards the above-mentioned LG G Pad X tablet. As of April 7, 2017, Mr. [redacted]’s account reflects a credit balance of $149.78. 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

October 29, 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 October 22, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced in regards to his discount. 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 and allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers have to subscribe to a qualifying postpaid Simple Choice plan. To ensure the customer is still eligible to receive the benefit they may be asked to re-verify from time to time. If they are no longer working for that employer, they will be removed from the benefit program. T-Mobile records confirm that on May 19, 2015, notifications were sent to Mr. [redacted] requesting that he verify his discount; however, T-Mobile did not receive Mr. [redacted] submission and as a result, his discount was removed on July 26, 2015. T-Mobile regrets any concern that Mr. [redacted] has regarding his recent submissions to our Advantage Program Verification team. However, in an effort to amicably resolve Mr. [redacted] concerns, upon receipt of a valid unaltered current pay stub, T-Mobile will review the documents to confirm Mr. [redacted] eligibility to receive the benefits of the recurring discount. Additionally, our records confirm that on September 17, 2015, Mr. [redacted] did receive a credit in the amount of $39.59 from Customer Care as a result of the removal of recurring discount. Please note that Mr. [redacted] can submit the requested document to me via email at [email protected] Attn: Ruben Amore. In an effort to resolve the matter, T-Mobile has offered a one-time credit in the amount of $60.41, which will apply to the next billing statement. Should Mr. [redacted] choose to accept the above mentioned offer he may contact me at the number listed below within 30 days from the date of this correspondence. Mr. [redacted] account remains active with a balance of $118.57. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

December 7, 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 29, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced when trading in his devices and we appreciate the opportunity to address his concerns. Please note that from November 24, 2016 through November 27, 2016, eligible customers who had T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and traded-in a qualifying fully owned Apple iPhone 6 handset could get iPhone 7 32GB handset for as low $100.00 after bill credits. T-Mobile records indicate that on November 27, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB handset and accessories. 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 installments. At the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to a series of 24 monthly installments in the amount of $32.31. Thereafter Mr. [redacted] surrendered in his iPhone 6 64GB handset and a trade in credit in the amount of $33.60 was applied to his account. Mr. [redacted] accepted the trade-in terms in conditions which advised Mr. [redacted] that he relinquishes his ownership rights and that the handset will not be returned to him. On November 28, 2016, Mr. [redacted] retuned the iPhone 7 32 GB handset and accessories to his local T-Mobile retail location and as such the EIP for the respective equipment and accessories was closed. Please be advised that no restocking fee was charged to Mr. [redacted]. At that time Mr. [redacted] request his iPhone 6 64GB to be returned to him however the handset was no longer available as it was shipped out to our warehouse. On December 1, 2016, T-Mobile spoke to Mr. [redacted] and a gesture of goodwill, T-Mobile advised Mr. [redacted] that we would mail him a brand new iPhone 6 64GB handset at no cost. In addition T-Mobile closed the remaining EIP balance in the amount of $108.32 for that handset. Mr. [redacted] was satisfied with the resolution and did not have any additional 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. Robert 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.
Sincerely,
[redacted]

October 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated...

September 29, 2016, regarding the above-referenced file number. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting [redacted] regarding her correspondence to your office. In an effort to resolve this matter amicably, on October 5, 2016, T-Mobile spoke with an authorized user on the referenced T-Mobile account, and resolved this matter to their satisfaction. 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. Pancho Q[redacted] Executive Response

November 18, 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 17, 2016, regarding the above-referenced account. 
 
T-Mobile is sorry to hear of Mr. [redacted]’s concerns with the delivery of his final revised billing statement.  As previously indicated in our correspondence to your office dated October 31, 2016, as a courtesy to Mr. [redacted] and in an effort to amicably resolve his concerns, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $458.46; the full remaining balance owed for his equipment the leases.
 
Mr. [redacted]’s account remains canceled and it reflect a revised balance in the amount of $177.24.  It is important to note that as Mr. [redacted]’s billing cycle run from the 25th of one month to the 24th of the following month, his final revised billing statement will not be produced until November 25, 2016.  Mr. [redacted] should expect to receive his final revised billing statement dated November 25, 2016, by the end of the first week of December 2016.  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

March 6, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: Joseph B[redacted] Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated February 20, 2018, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. B[redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. B[redacted] concerns within this letter.
T-Mobile regrets any concerns Mr. B[redacted] experienced regarding his T-Mobile account. T-Mobile records reflect that Mr. B[redacted] has consulted with Customer Care regarding his eligibility to upgrade on multiple occasions. It is important to note that T-Mobile offers customers, such as Mr. B[redacted] the opportunity to place equipment on an Equipment Installment Plan (“EIP”) program. Based on account and credit eligibility requirements, customers are able to finance equipment over a period of 24 months. If customers don't have available credit, the system requires them to pay the difference for their device(s) up front. Additionally, an account must be in good standing prior to orders being fulfilled on any type of account, meaning that an account must be current before an order can be submitted or a purchase can be made.
It is worth noting; however, that as the UnCarrier, we believe everyone deserves a great smartphone which is why we offer our $0.00 Down for All program. This program helps customers get the best pricing on our equipment, regardless of personal credit information. To take advantage of this program, all Mr. B[redacted] would need to do is pay his T-Mobile bill on time for 12 consecutive months, giving him access to the best pricing for our equipment, which in some cases is $0.00 down. Please note that there will be instances where certain devices are not offered as $0.00 down. However, as part of this program, Mr. B[redacted] will still receive best pricing when upgrading. Mr. B[redacted] can find more information on this program on our website, www.T-Mobile.com.
Please note that T-Mobile records reflect that Mr. B[redacted] leased two devices on T-Mobile’s JUMP! On Demand (“JOD”). JOD is a lease program that breaks a phone’s cost down into 18 equal monthly payments with zero down upfront. Once a customer is in JUMP! On Demand, they can swap out for a new phone up to three times per year without having to pay to upgrade. If the customer does not upgrade, at 18 months they will have the choice to either trade-in or buy the phone for the remaining balance of what it would cost at full retail.
These took place on September 20, 2017, on mobile number ending in [redacted] for a Samsung Galaxy S8 Silver, and on October 22, 2017, on mobile number ending in 8552 for an LG K20 Plus.
T-Mobile records reflect that Mr. B[redacted] activated his T-Mobile account on September 9, 2017, with his mobile number ending in [redacted], and later added five more mobile numbers; however they have since been cancelled, leaving only his mobile number ending in [redacted] active on his account. Please note that the first payment received on Mr. B[redacted] account after activation was in January 2018. As of February 10, 2018, all payments made towards Mr. B[redacted] account during the month of January have been returned to T-Mobile as unpaid. The payments returned are as follows:
• January 4, 2018, in the amount of $1,306.41
• January 8, 2018, in the amount of $500.00
Additionally, as of February 23, 2018, payments made in the month of February 2018 have also been returned to T-Mobile as unpaid. They are as follows:
• February 10, 2018, in the amount of $1,728.26
• February 11, 2018, in the amount of $850.00
As of March 6, 2018, Mr. B[redacted] account’s reflects a balance of $2,181.32, which consists of monthly recurring charges, features, late fees, third party download charges, JOD charges, a non-return fee for a device replacement that was not returned, restore from suspension fees, returned payment fees, applicable taxes, and fees billed from September 9, 2017, through March 9, 2018. It is T-Mobile’s position that the balance of $2,181.32 is valid and owed. T-Mobile respectfully declines Mr. B[redacted] request to be issued a refund, as well as be provided a Samsung Galaxy S8 Plus for free.
Nonetheless, as a courtesy to Mr. B[redacted] and an in effort to amicably resolve this matter, T-Mobile offers to allow Mr. B[redacted] to return his two leased devices to T-Mobile. Upon receipt, T-Mobile will close the lease balances associated with the returned devices. Mr. B[redacted] may return his equipment directly to my attention within 10 days to the following address:
Executive Response
Attention: Adrianne F[redacted]
Albuquerque, NM 87107
Should Mr. B[redacted] accept, T-Mobile recommends that Mr. B[redacted] use a traceable carrier and request a tracking number from the provider as T-Mobile is not responsible for the return shipping of the equipment. In addition, we request that Mr. B[redacted] include the battery (if applicable), charger and his T-Mobile account information with his devices to ensure proper receipt. Lastly, should Mr. B[redacted] have any questions regarding our offer, he may contact me at the number below. T-Mobile regrets any inconvenience to Mr. B[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.
Adrianne F[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 30, 2017, regarding the above-referenced account.
T-Mobile regrets that Mr. [redacted] had concerns with the return of his Apple iPhone 7 32 GB handset. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
On December 23, 2016, Mr. [redacted] purchased two Apple iPhone 7 handsets with our Equipment Installment Plan (“EIP”); one 128 GB and one 32 GB. T-Mobile spoke with Mr. [redacted] regarding this matter on March 2, 2017, and we agreed to allow him to return the Apple iPhone 7 128 GB handset to our office within 30-days from March 2, 2017. Mr. [redacted] was advised to return the handset in good condition without any physical or liquid damage and to ensure that the ‘Find my iPhone’ function was been disabled.
Provided that the handset was returned in good condition with the ‘Find my iPhone’ function disabled, T-Mobile would agree to close the EIP for the iPhone 7 128 GB handset. On March 13, 2017, T-Mobile received Mr. [redacted]’s iPhone 7 32 GB which was a different memory variant than what was originally agreed upon.
Nevertheless, on June 1, 2017, T-Mobile absolved Mr. [redacted] of the remaining balance of the EIP for the iPhone 7 32 GB handset. T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he 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.
Alyssa K[redacted] Executive Response

[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.
Sincerely,
[redacted]

September 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated September 23, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced when visiting a T-Mobile retail location to pay her sons phone bill. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s visit to our retail location. Please be advised, T-Mobile takes our customers account security very seriously. Customers are required to provide identification when making certain changes on a T-Mobile account in a retail location. For customers who wish to make payments towards a T-Mobile account, this identification is not required, but may be requested. T-Mobile regrets any confusion on this matter. T-Mobile has filed an incident report for further review of Ms. [redacted]’s concerns. An internal investigation will be completed in regards to the retail location in question. Please note this is an internal investigation and the results of this review cannot be provided to Ms. [redacted]. We thank Ms. [redacted] for bringing her concerns to our attention. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Jennifer G[redacted] Executive Response

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

September 15, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 10, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in his efforts to contact us. As stated in our response to your file number [redacted], our records indicate that on August 28, 2015, Mr. [redacted] visited www.T-Mobile.com and made a payment of $35.00, which was applied to Ms. [redacted]’s account. On August 29, 2015, Mr. [redacted] again visited www.T-Mobile.com and remitted payment in the amount of $35.00. This payment was successful and applied to Ms. [redacted]’s account. In an effort to amicably resolve this matter, on September 10, 2015, we refunded Mr. [redacted] August 28, 2015, payment of $35.00 back to his checking account ending in [redacted]. Mr. [redacted] should have received his refund by September 13, 2015. As an additional courtesy, T-Mobile applied a $35.00 credit to Ms. [redacted]’s account so that the balance would not be negatively affected by the refund. Ms. [redacted]’s account has an outstanding balance of $451.24, which includes monthly access charges for services through August 27, 2015. 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. Brian W[redacted] Executive Response

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]

Complaint: [redacted]I am rejecting this response because:
I'm not sure if it's assumed but I'm expecting a refund of $315.79 for the initial down payment I put down for opening a new account/phones and a check for $302 as a reimbursement for the old device we traded in from our old carriers. I know that I'm subject to a small balance for using the T-Mobile for under a week (the representative said it would be under $20) that will be deducted from those amounts owed to me. I believe I should not be subject to a restocking fee since this entire issue was the result of what T-Mobile telesales promised versus what that could actually honor. Provided all these happen (the refund and reimburse I disclosed above, I pay the small amount owed for limited usage of their network/phones, and no restocking fee) I consider this sufficient and I would close my complaint.Sincerely,[redacted]

September 12, 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 August 30, 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; and that T-Mobile has successfully resolved her concern to her satisfaction.   T-Mobile regrets any concern Ms. [redacted] has experienced regarding payment arrangements established on the account.  Please be advised that T-Mobile records confirm that on August 9, 2017, Ms. [redacted] contacted T-Mobile Customer Care and established a payment arrangement for her then balance due of $296.08 to pay it via two installments of $148.04 on August 23, 2017, and on August 30, 2017.  On August 14, 2017, a new billing statement generated reflecting the past due balance of $296.08 and current charges in the amount of $295.04 reflecting a total balance due of $591.12 by September 6, 2017.   It is important to note that T-Mobile records confirm that on August 24, 2017, the day after the first part of her arrangement was due, Ms. [redacted] contacted Customer Care; however records do not confirm she was promised an extension or an arrangements to pay the entire past due balance of $296.08 by August 30, 2017, and a payment was due immediately.  As a payment for the first part of the arrangement was not submitted her services were suspended due to nonpayment on August 26, 2017.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and 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 Mr. [redacted] contacted Customer Care on August 26, 2017, and made a new payment arrangement to reactivate his service, the account was assessed a $20.00 restore from suspension fee per line of service in a total of $139.74 which increased his past due balance from $296.08 to $435.82.   At that time, Mr. [redacted] agreed to a two part payment arrangement to pay the new revised past due balance with restore from suspension fees by paying $217.91 on August 30, 2017, and $217.91 on September 6, 2017.  Please be advised that on August 29, 2017, Ms. [redacted] did contact Customer Care and the first part of the arrangement was closed to avoid an automatic debit on August 30, 2017, and also removed the restore fees as a courtesy by applying a credit of $139.74 leaving a revised past due balance of $296.08 once again in which Ms. [redacted] has not submitted a payment or partial payment for as of August 31, 2017.    Please be advised that on September 1, 2017, T-Mobile contacted Ms. [redacted] and closed the payment arrangement completely and provided an extension for the past due balance of $296.08 to be paid in full by September 8, 2017, and has encouraged Ms. [redacted] to attempt to submit a payment for the current charges of $295.04 as well if not contact Customer Care to establish a payment arrangement to avoid further interruptions.   It is important to note that T-Mobile does not reflect a record that a debited payment was attempted on August 30, 2017 for the payment of $221.91 per the arrangement that Mr. [redacted] agreed to.  As such, T-Mobile has asked Ms. [redacted] to provide an unaltered bank statement reflecting revolving balances and fees assessed by her financial institution in which T-Mobile would be gladly to refund to resolve this matter amicably.  Ms. [redacted] may provide the unaltered statements to:   Email them to [redacted]@T-Mobile.com Or Faxing them to 505-998-3796 Attention Oscar T.   Upon receipt T-Mobile shall review and provide any applicable refund due.  T-Mobile regrets any inconvenience to Mr. [redacted] and 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.   Oscar T[redacted] Executive Response

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

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

July 29, 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 18, 2017, regarding the above-referenced account.  We regret any concerns Ms. [redacted] has regarding her T-Mobile billing. On April 30, 2017, Ms. [redacted] activated T-Mobile service and subscribed to the T-Mobile ONE All In two lines for $110.00 monthly rate plan.   In addition, Ms. [redacted] subscribes to the optional Premium Device Protection feature for $12.00 monthly feature on both of her lines for a total monthly recurring charges (“MRC”) of $134.00. T-Mobile offers customers subscribed to eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge.  This global freedom was automatically added to qualifying Simple Choice rate plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries).  Please note, there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan. T-Mobile records confirm that Ms. [redacted] has been subscribed to a T-Mobile ONE eligible rate plan since April 30, 2017.  Upon investigation, our records confirm that Ms. [redacted] was charged a total of $302.51 plus taxes for roaming charges for her mobile number ending in 7920 for calls made and/or received while on a cruise ship.  Calls made and received while on a cruise ship and connected to the cruise ship network are billed at a rate of $5.99 per minute and are not eligible for Simple Global rates.   T-Mobile regrets any confusion Ms. [redacted] has regarding her Simple Global coverage.  Please be advised in addition to Ms. [redacted]’ Simple Global coverage her T-Mobile ONE rate plan also includes T-Mobile’s Mobile without Boarders which provides extended home coverage from the U.S. to Mexico and Canada at no additional charge.   This feature allows T-Mobile customers to travel between the U.S., Canada and Mexico without being charged international rates.   In order to amicably resolve Ms. [redacted]’ concerns T-Mobile has agreed to apply a onetime credit in the amount of $345.00 for the international charges leaving a credit balance of $345.00 on Ms. [redacted]’ account. 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.   Christopher P[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. Mr. R[redacted] from T-Mobile was courteous and helpful, and I appreciate his quick response and his assistance in resolving the issues in my complaint.Sincerely, [redacted]