T-Mobile Usa Inc

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

Revdex.com:I do not totally agree with some of the allegations mentioned in the response from T-Mobile but in an effort to bring closure to this ongoing issue,  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely,[redacted]

July 7, 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 June 30, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal. T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. T-Mobile records indicate that on April 13, 2015, Ms. [redacted] applied for early termination fee reimbursement. On May 2, 2015, Ms. [redacted]’s application was denied due to clarity of the document or missing information. As noted, Ms. [redacted] was granted 60 additional days to resubmit the document. Please be advised that reimbursement is typically eight weeks; however, processing times may vary based on the amount of submissions received. In an effort to amicably resolve the matter, Ms. [redacted] may contact me directly to expedite the submission. T-Mobile regrets any inconvenience and fully intends to honor any current promotions and offerings provided all requirements are met. 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 the address below or[redacted] Very truly yours, T-MOBILE USA, INC. Ty 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]

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]

May 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated his service on October 4, 2015, with mobile numbers ending in [redacted]. Further records confirm that on October 4, 2016, Mr. [redacted] activated mobile number ending in [redacted]. Lastly, T-Mobile records confirm that on November 19, 2016, Mr. [redacted] activated mobile internet line ending in [redacted].
T-Mobile records show that Mr. [redacted] attempted to take advantage of the following promotions:
• T-Mobile ONE 4 lines for $35 / 4th line free offer
• 2016 Friends and Family 2 lines On Us
• 2016 Sept Tablet On Us offer
As can be expected, there are several eligibility requirements for each of the above promotions, some of these requirements were met and some were not. Please be advised for the 2016 Friends and Family 2 lines On Us, the free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the voice lines active, his Mobile Internet lines, which he is disputing, are eligible for the free promotion. Our records show that Mr. [redacted] met all criteria for the T-Mobile ONE 4 lines for $35 / 4th line free offer and the 2016 Friends and Family 2 lines On Us promotions. Regrettably, due to an inadvertent error, Mr. [redacted] did not receive his monthly promotional credits.
T-Mobile records indicate that on October 6, 2015, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of an iPhone 6s 16GB. On October 13, 2015, Mr. [redacted] leased an iPhone 6s plus. On October 22, 2015, Mr. [redacted] leased an iPhone 6s plus. Customers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into.
T-Mobile records indicate that on October 21, 2016, Mr. [redacted] qualified for and took advantage of our JOD offering with the lease of an iPhone 7 Plus 32GB Gold, and two iPhone 7 Plus 32GB black handsets. On November 28, 2016, Mr. [redacted] leased another iPhone 7 Plus 32GB Black. T-Mobile records confirm that all of Mr. [redacted]’s trade-ins were received by T-Mobile and on March 4, 2017, T-Mobile removed the applicable leases. However, one of the iPhone 6 handsets was received at the wrong warehouse resulting in the monthly EIP payments for that phone continuing to bill to the account.
Further records confirm that on November 29, 2017, Mr. [redacted] attempted to take advantage of our 2016 Sept Tablet On Us offer. On November 29, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G Pad. However, this promotion requires customers to submit a rebate on www.t-mobile.com/promotions using promo code [redacted] within 30 days of purchase. Regretfully, T-Mobile shows no record of submission therefore Mr. [redacted] did not receive his monthly bill credits for the free tablet.
As T-Mobile wants to ensure that our customers are provided the best experience possible, T-Mobile removed the JOD for Mr. [redacted]’s iPhone 6s and the LG G Pad. Additionally, T-Mobile credited the account $603.00 for the last 6 months charges for JOD and two additional lines leaving the account with a credit balance of $76.32. Furthermore, T-Mobile will follow up with Mr. [redacted], within one week of this letter’s date with confirmation of the two promotions listed above.
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 L[redacted] Executive Response

June 8, 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 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile records confirm that on February 13, 2017, Ms. [redacted] agreed to and completed a Change of Responsibility (“COR”) for mobile number ending in [redacted]. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.
Our records reflect that on February 13, 2017, Ms. [redacted] subscribed to our T-Mobile ONE rate plan for $130.00 for two lines. Please be advised that this rate plan allows customers the opportunity to receive a $5.00 discount per line when enrolled in Autopay. Further records confirm that on April 12, 2017, Ms. [redacted] subscribed to our T-Mobile ONE (tax inclusive) rate plan for $110.00. Please note that our records show that Ms. [redacted] is not currently enrolled in Autopay.
T-Mobile records indicate that Ms. [redacted]’s account is billed by a system known as “bill current”. This means that charges for Ms. [redacted]’s rate plan are billed in advance of the service being provided and become due within that billing cycle. If during that billing cycle the customer had any rate plan changes, usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advance. At the time of Ms. [redacted]’s COR completion, the rate plan was backdated to the beginning of that cycle, February 5, 2017, causing her to be billed the new rate on the family plan from February 5, 2017, through March 4, 2017, and from March 5, 2017, through April 4, 2017, which reflects on her billing statement dated March 5, 2017.
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 Ms. [redacted] is not an authorized user on the account from which the COR was moved from; therefore, we cannot discuss account details with her. Ms. [redacted] is welcome to have the previous account holder add her as an authorized user to discuss this matter further.
In an effort to amicably resolve this matter, on June 6, 2017, T-Mobile offered Ms. [redacted] our now grandfathered Select Choice plan for $90.00 per month for two lines before taxes and fees. Additionally, T-Mobile has requested that Ms. [redacted] provided a good time when she and the previous account holder are available to discuss the previous account details. Ms. [redacted] is welcome to contact me at the number below and or via email at [redacted]@T-Mobile.com within 30 days of this letters date for further assistance. 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.
Chris L[redacted]
Executive Response

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 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her above-referenced T-Mobile account. Records confirm that Ms. [redacted] filed for Bankruptcy as of March 24, 2016. Per bankruptcy guidelines Ms. [redacted] is not responsible for charges prior to the file date.
A Change of Responsibility (“COR”) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another account on May 6, 2016. Please be advised that, as the mobile internet line [redacted] was not transferred during the above-referenced COR, that it remained active on the account and continued to accrue monthly service charges.
As payment was not received, on May 14, 2016, Ms. [redacted]’s account was suspended for non-payment. Ms. [redacted]’s account was ultimately cancelled for non-payment, on July 13, 2016.
Please be advised that, upon receipt of Ms. [redacted]’s documentation on November 23, 2016, T-Mobile applied a credit to the account in the amount of $3,632.00 for charges through March 24, 2016, which reduced the balance to $728.84 which consists of monthly access charges, applicable taxes, and fees accrued during the period of March 24, 2016, through July 13, 2016. It is T-Mobile’s position that this balance is accurate as it was incurred after the bankruptcy file date.
Due to continued non-payment, on September 3, 2016, Ms. [redacted]’s account was transferred to the third-party collection agency, Convergent Outsourcing Inc., for collection of the outstanding balance. As of March 9, 2017, Ms. [redacted]’s account was transferred to the third-party collection agency, Sunrise Credit Services, for continued collection efforts. Ms. [redacted] may contact them at 1-800-645-9824 for payment options.
Furthermore, regarding treatment for Ms. [redacted]’s post-petition account balance, Ms. [redacted] may send updated bankruptcy documentation to the following:
T-Mobile USA, Inc.
Bankruptcy Department
P.O. BOX 53410
Bellevue, WA 98015-3410

Ms. [redacted] will need to include her above-referenced account number and her social security number with her documentation. Upon receipt of the updated bankruptcy documents, Ms. [redacted]’s account will be updated accordingly. We regret 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.
Brandon M[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]

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

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,
Denise M[redacted]

August 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 Mobile No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 25, 2016, regarding the above-referenced prepaid number. T-Mobile regrets any concerns Mr. [redacted] had when attempting to get his device unlocked and we appreciate the opportunity to review and address his concerns. Device unlock codes are available to customers who meet our eligibility requirements. A review of the account confirms that on August 25, 2016, we received a request for a Mobile Device Unlock code for the iPhone 6s used on mobile number ending in [redacted]. However, at that time T-Mobile advised Mr. [redacted] that his equipment is not eligible for a Mobile Device Unlock code as it is non-T-Mobile equipment not purchased through T-Mobile or a T-Mobile authorized dealer. Nonetheless, in an effort to amicably resolve this matter, on August 26, 2016, T-Mobile initiated a Mobile Device Unlock request for Mr. [redacted]’s iPhone 6s handset. On August 26, 2016, T-Mobile emailed Mr. [redacted] the Mobile Device Unlock instructions needed to unlock his handset. Please be advised that 24 hours after receiving the unlock email, Mr. [redacted] may follow the below instructions for unlocking the iPhone 6s handset. If Mr. [redacted] has a non-T-Mobile SIM card, he may follow the steps below: 1. Insert non T-Mobile SIM Card 2. Complete the setup process. If he uses his T-Mobile SIM card, he may follow the steps below: 1. Back up your iPhone using iTunes. 2. When you have a backup, erase your iPhone. 3. When you see the Welcome screen, connect your device to iTunes. If successfully unlocked, the message “Congratulations, your iPhone has been unlocked” will display. Additional information for unlocking Apple iPhone devices can be located at https://support.apple.com/en-us/HT201328. 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

Complaint: [redacted]
I am rejecting this response because: while the issue in my personal case is moot (we signed the Service Agreement without reading the terms), T Mobile has not satisfactorily stated it's normal procedures and guidelines for allowing prospective customers to review the terms of the Service Agreement in detail before signing. Our situation was attributed to a malfunction in the system, but it appears that this is general practice to only release the terms upon signature. Shouldn't people know what they're signing in an Agreement before they're held legally liable?

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

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

receipt of your correspondence dated January 18, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. We regret any inconvenience Mr. [redacted] has experienced regarding the Equipment Installment Plan ("EIP") program and the specifics of the offer to Mr. [redacted] regarding his required down payment. Please be advised that down payment requirements are determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. Nevertheless, in an effort to amicably resolve the matter, T-Mobile has offered for Mr. [redacted] to upgrade to a new handset at the best available down payment through February 1, 2016. Upon speaking to Mr. [redacted], on January 21, 2016, Mr. [redacted] confirmed that the matter is resolved and he has no further concerns. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

May 2, 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 April 20, 2017, regarding the above-referenced account. T-Mobile records indicate that [redacted] and [redacted] is the same person.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account billing. T-Mobile records confirm that on March 10, 2017, Ms. [redacted] made a payment in the amount of $175.47 to her account. When a customer makes an early payment, either for a partial amount or the full amount due, towards their Equipment Installment Plan (EIP), that payment is initially applied to their T-Mobile account balance. Then, at the end of that bill cycle, a charge for the EIP payment amount is created and posted. Ultimately, the payment and charge cancel each other out on the billing statement.
At the time Ms. [redacted] made her payment, she had an account balance for her monthly recurring charges in the amount of $81.40. Because of Ms. [redacted]’s payment, she was left with a credit balance of $94.07. On Ms. [redacted]’s next billing statement, she was charged the final remaining purchase price for her iPhone 6S in the amount of $175.47.
In an effort to amicably resolve this matter, on April 19, 2017, T-Mobile applied a courtesy credit of $81.40 to Ms. [redacted]’s account. Ms. [redacted] accepted this as a resolution. As of May 1, 2017, Ms. [redacted]’s account reflects a zero balance. 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

May 18, 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 5, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile sincerely regrets any inconvenience Ms. [redacted] experienced regarding our Apple Black Friday promotion. From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Ms. [redacted] was eligible to receive the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment. Please note that these requirements must be met throughout the term of the EIP.
T-Mobile records confirm that on November 27, 2016, Ms. [redacted] purchased four devices on EIP, two iPhone devices and two Samsung On5 devices. Per the EIP agreement, the four devices where placed on 24-monthly installments. T-Mobile records further confirm that at the time the order was placed two iPhone 6 devices were surrendered as trade-ins. Unfortunately the handsets that were returned were not immediately credited to the account resulting in the promotional bill credits not to apply automatically.
T-Mobile contacted Ms. [redacted] on May 11, 2017, and in effort to amicably resolve the matter, T-Mobile has closed both EIPs for the iPhone devices on her account in full. T-Mobile records confirm Ms. [redacted]’ account is currently subscribed to our T-Mobile ONE rate plan with unlimited talk and text for four lines of service starting at $130.00 for the first two lines of service and $25.00 for each additional line of service. Please note Ms. [redacted] has one remaining device active on EIP for $5.84 per month. Ms. [redacted] estimated monthly recurring charges including taxes, fees, and monthly EIP total $202.75. Ms. [redacted] advised the matter has been resolved to her satisfaction.
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.
Jamen F[redacted]
Executive Response

May 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 30, 2017, regarding the above-referenced file number.
T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to T-Mobile’s Apple iPhone 7 Trade up offer. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Please note that T-Mobile has made several attempts to reach the account holder of the account Mr. [redacted] references in his letter to your office. Unfortunately, our attempts were unsuccessful.
T-Mobile has confirmed that neither [redacted] nor [redacted] is listed as an authorized user on the account which is associated with the mobile number he provided. Therefore, T-Mobile is unable to release any information regarding the account. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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

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

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]