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 satisfactory to me.
Provided all corrective actions are done within the allotted time frame and are up to a satisfactory level.
 
Sincerely, [redacted]

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

Tell us why here...
September 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]
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.
T-Mobile regrets Ms. [redacted]’s concerns regarding the EIP balance transfer request. As stated in our letters to your office, T-Mobile takes account security and privacy very seriously. Regretfully, T-Mobile does not have record of Ms. [redacted] having been designated as an Authorized User of the account in which her concerns pertain to. Accordingly, we remain unable to provide further detail regarding our findings and actions taken to resolve the matter.
Should the account holder of record wish to learn more of the actions taken to resolve her billing concerns, we encourage the account holder of record to contact Customer Care at 800-9379-8997. It is important to note that language translators are available at no additional cost should the account holder of record require. Upon verification that Ms. [redacted] has been listed as an authorized user of the account, T-Mobile will apprise Ms. [redacted] of our findings and steps taken towards resolution. 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.
Alberto V[redacted] Executive Response

May 25, 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 13, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced regarding our 2017 This One’s On Us offer. Between March 1, 2017, and March 5, 2017, T-Mobile offered eligible customers with two voice lines the ability to add a third line of service for free, through monthly bill credits. T-Mobile records confirm that on March 1, 2017, phone line ending in [redacted] was activated. T-Mobile records further confirm that on March 27, 2017, this phone line was changed to the line ending in [redacted]. This system change caused the promotion not to enroll the line of service appropriately.
T-Mobile contacted Mr. [redacted] on May 17, 2017, and in effort to amicably resolve this matter T-Mobile has enrolled the phone line ending in [redacted] into the promotion. As such, going forward Mr. [redacted] will receive the promotional credits. Pursuant to the conversation T-Mobile advised Mr. [redacted] the bill credits should again start to appear at the start of the new billing cycle. Mr. [redacted] advised his issue has been resolved. T-Mobile regrets any inconvenience this may have caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

Revdex.com:i did not call in to activate my account. they activated without my permission. but since no fee is being charged I will close this close. thanks to 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]

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

December 21, 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 December 9, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Dr. [redacted], however our attempts have been unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret any inconvenience Dr. [redacted] has experienced with her recent handset purchases. Our records indicate on September 25, 2015, Dr. [redacted] purchased two Apple iPhone 6s Plus handsets, one in Gold with 16GB of memory and one in Silver also with 16GB of memory. At that time Dr. [redacted] elected to place the handsets on an Equipment Installment Plan (“EIP”). On October 22, 2015, Dr. [redacted] canceled her account. As the above-mentioned handsets were placed on EIP, the remaining cost of the handsets was accelerated and posted to her final billing statement in the amount of $1,437.48. Upon review, T-Mobile found that one of the two handsets was received in our warehouse on December 12, 2015. Although outside of the return period, T-Mobile has applied a credit of $718.74 to Dr. [redacted]’s account for the one handset. Therefore Ms. [redacted]’s account remains closed with an outstanding balance of $718.48. However T-Mobile is committed to continue working with Dr. [redacted]; as such, if she would like to contact me directly at the number below and provide the tracking numbers I would be happy to further investigate this matter and apprise Dr. [redacted] of our findings. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Mercedes B[redacted] Executive Response

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

receipt of your correspondence dated August 20, 2015, regarding the above-referenced 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 frustration Mr. [redacted] encountered with his equipment. Our records confirm that on July 31, 2015, Mr. [redacted] visited a T-Mobile retail store and purchased a new Kyocera Rally device. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive a replacement of their device via T-Mobile’s Handset Exchange Program. Unfortunately, due to an administrative error, our Handset Exchange Program was not recognizing Mr. [redacted] equipment as a T-Mobile device. As such, we are unable to replace the Kyocera Rally through our Handset Exchange Program. Nevertheless, in an effort to amicably resolve this issue, T-Mobile has mailed Mr. [redacted] a new T-Mobile SPARQ device at no cost. Mr. [redacted] can expect to receive the SPARQ device within seven to ten business days via UPS at his address listed in his correspondence to your office. Mr. [redacted] is not required to return the Kyocera Rally handset and we suggest that he recycle the device. Furthermore, as an additional courtesy, T-Mobile has applied a $30.00 credit to Mr. [redacted] account and extended the expiration date on his balance of $62.00 through October 2016. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and although I disagree with some of the comments in their response, I find that the resolution is satisfactory to me.T-Mobile did call me and committed to make changes in the way their customer representatives handled.I'd like to thank the Revdex.com for their help in getting this resolved.
Sincerely,
[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

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]

August 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 18, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any payment arrangement concerns Ms. [redacted] has experienced. T-Mobile records confirm that on July 26, 2016, Ms. [redacted] set up a payment arrangement by agreeing to pay $109.46 on July 29, 2016. Please note that at the time Ms. [redacted]’ payment arrangement was established, the total past due balance on her account was $356.85 which was for monthly access charges from May 14, 2016, through July 13, 2016. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. On July 29, 2016, T-Mobile received a payment in the amount of $109.46 on Ms. [redacted]’ account. However, due to the remaining past due balance of $247.39, on August 2, 2016, T-Mobile suspended Ms. [redacted]’ account. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. T-Mobile records indicate that on August 3, 2016, a payment arrangement was established on Ms. [redacted]’ account and her service was reactivated. It is important to note that T-Mobile waived Ms. [redacted]’ restore from suspend fee at that time. The payment arrangement consisted of a scheduled payment to be made on August 13, 2016. Please note that since payment was not received, on August 15, 2016, T-Mobile again suspended Ms. [redacted]’ account. Therefore, when Ms. [redacted]’ made a payment on August 16, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. On August 16, 2016, Ms. [redacted] set up a new payment arrangement with two installments via electronic check. The first installment is for $200.00 to be paid on August 26, 2016, and the second installment is for $199.18 to be paid on September 9, 2016. Please note that these two payments will cover monthly access charges from June 14, 2016, through August 13, 2016. On August 24, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $255.92 to the account for monthly access charges from August 14, 2016, through September 13, 2016 which was scheduled to be due on September 6, 2016, late fee, restore from suspend fees, and applicable taxes. As long as Ms. [redacted] completes the above-mentioned payment arrangement, her account will reflect a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. William B[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]

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

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 19, 2017, regarding the above-referenced account.   T-Mobile appreciates this additional opportunity to review and address Ms. [redacted]’s concerns and understand the importance of providing professional and thorough service on every contact.   In Ms. [redacted]’s most recent letter to your office, she states she has yet to receive her final billing statement reflecting itemized charges.  It is important to note that billing statements are issued upon the end of the current billing cycle which, in this case, is the 1st of each month.  Ms. [redacted] will receive her final billing statement via mail approximately five to seven business days from the date the statement beings being processed.  Ms. [redacted] has been provided with the below contact number as well as the email address [redacted]@T-Mobile.com and T-Mobile asks that she contact me directly if she has any questions about the final billing statement.   Ms. [redacted] has also requested compensation for the cost of changing providers and T-Mobile has reviewed her original letter to your office where she states she has been unable to use her data and voice services.  T-Mobile has reviewed the most recent billing cycle and confirmed that, since converting to the T-Mobile ONE rate plan, Ms. [redacted] used over 650 minutes with calls as long as 71 minutes as well as 34GB of data.  While T-Mobile regrets to learn we are not the right carrier for Ms. [redacted], we have confirmed that she was able to successfully use her services and therefore must respectfully decline her request for additional compensation.   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.   Liana G[redacted] Executive Response

May 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 April 26, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding the cancellation of the above-referenced account. Please note that T-Mobile previously addressed Mr. [redacted]’ concerns in our response to your file number [redacted]. At that time, on February 7, 2017, T-Mobile agreed to apply a credit of $1,700.18 which covered all monthly access charges, equipment charges, applicable taxes and fees from the date of activation on October 18, 2016, through the date of cancellation on January 10, 2017. This left Mr. [redacted]’ account closed with a zero balance.
However, following T-Mobile’s response to your office dated February 13, 2017, Mr. [redacted] received additional systematic credits to his account for returned equipment totaling $1,379.98. As T-Mobile had previously adjusted all charges associated with the account on February 7, 2017, this created a credit balance on Mr. [redacted]’ account of $1,379.98, as he has referenced in his letter to your office.
As such, T-Mobile has since removed the credit balance from Mr. [redacted]’ account which will remain closed with a zero balance. Mr. [redacted] will receive one final billing statement reflecting the zero balance. Please note that on May 4, 2017, T-Mobile contacted Mr. [redacted] and advised him of our findings and actions taken. Mr. [redacted] is satisfied with the resolution and 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 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

March 21, 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 March 10, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] regarding her T-Mobile account. T-Mobile records confirm that on November 18, 2015, Ms. [redacted] activated her T-Mobile account with her mobile number ending in [redacted]. Ms. [redacted] subscribed to our Simple Choice North America rate plan for $50.00 per month. This plan includes unlimited talk, text, and data with 4G/LTE speeds up to 2GB with no additional features. Ms. [redacted] monthly access charges were $50.00 before applicable taxes. Our records do not indicate that Ms. [redacted] account participated in our MCSA corporate discount program. This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. We are sorry for any misinformation given to Ms. [redacted] regarding our Advantage program. Ms. [redacted] was mailed a summarized billing statement, which was mailed approximately three days after her billing close date on the 26th of every month. Customers may request a detailed billing statement, which will show all data sessions with date/time stamps and breaks down the usage of megabytes for each session for an additional $1.99 per month. Please note that Ms. [redacted] can also view billing details using her self-service on MyT-Mobile.com or her MyT-Mobile.com account app from her handset. On January 3, 2016, Ms. [redacted] canceled her account when she transferred her mobile number to another service provider. Ms. [redacted] final account balance was $25.15, which consisted of her prorated monthly access charges from December 27, 2015, through January 26, 2016 and applicable taxes. It is T-Mobile’s position that the balance is valid. However, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile applied a courtesy credit of $25.15 for Ms. [redacted] final balance. Ms. [redacted] accepted the credit as a resolution to this matter. As of March 17, 2016, Ms. [redacted] account remains canceled with 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

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]

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] and [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 14, 2018, regarding the above-referenced account.  As previously, mentioned T-Mobile records indicate the account holder of record is [redacted], and Mr. [redacted] has been designated as an authorized user of the account.  In addition, Mr. [redacted] and Mr. [redacted] are one in the same.  T-Mobile regrets any continued concerns Mr. [redacted] has regarding the account.  On January 31, 2018, upon speaking to Mr. [redacted] he expressed concerns regarding coverage at his home location.  After further review T-Mobile has confirmed Mr. [redacted] is receiving the expected coverage which is available in his area.  We regret any coverage issues Mr. [redacted] has experienced.  Please note that T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.In regards to Mr. [redacted]’s concerns regarding MyT-Mobile.com account permissions, T-Mobile has confirmed the only available options are Master View or View Non-Master.  These permissions can be set up by contacting Customer Care directly at 1-800-937-8997.  Please be advised Master View allows customer to view any line on the account and make most changes to lines of service on the account.  The View Non-Master allows customers to make changes and view their own line of service only. T-Mobile records confirm the current account plan is our Business Simple Choice 6-10 lines with unlimited talk, text, and 2.5 GB of data per line at the rate of $120.00 for the first six lines ending in 7000, 7770, 7779, 3878, 5725, and 1613; and $10.00 for the additional four lines ending in 7999, 5969, 6441, and 5723.  Additional features currently on the account include T-Mobile’s $10.00 Family Stateside International, $10.00 North America Family feature, $10.00 after discounts for Mobile Internet line ending in 7777, $10.00 after discount for Mobile Internet line ending in 9898, $10.00 for DIGITS Talk and Text for line ending in 6111, and $10.00 for DIGITS Talk and Text for line ending in 6161, plus applicable taxes and fees.  T-Mobile has confirmed the rate plan and services are being charged correctly.  Binge On is a network enhancement designed to stretch consumers data by automatically optimizing streaming videos at 480p+ resolution when enabled.  Furthermore, T-Mobile records confirm Mr. [redacted] currently has a promotional data package of 4 GB of free data, which will expire as of February 28, 2019; thereafter he will be reverted back to the original data package included with his rate plan of 2.5 GB per voice line of service.  Please be advised in order to receive Binge On benefits, customers must have a base rate plan with a 3 GB or higher permanent data package; therefore regrettably, Mr. [redacted] currently does not meet this requirement to receive this benefit and his data services are operating as expected.  As previously mentioned in our correspondence to your office dated February 2, 2018, T-Mobile applied account credits in the amount of $257.67 to account number [redacted], bringing this account to a zero balance, and $180.00 to account number [redacted], bringing the balance due to $352.73 due on February 11, 2018, which Mr. [redacted] previously accepted as resolution to his concerns.  T-Mobile has confirmed the current balance continues to be $352.73 due on February 11, 2018.  Additionally, there has not been additional billing statements generated since the billing statements dated January 19, 2018 for each account.  T-Mobile regrets any inconvenience this may have caused Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Carolina F[redacted]Executive Response

Thank you
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]