T-Mobile Usa Inc

June 5, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

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

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

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

July 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 21, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the June 2017 Samsung Galaxy S8 BOGO offer. Please be assured that we strive to provide complete and accurate information to our customers. We apologize if Mr. [redacted] feels that this was not his experience.
Starting June 16, 2017, for a limited time, customer that buy a Samsung Galaxy S8 or Samsung Galaxy S8 plus can get a second one for free after rebate when adding a line or sign up for two new lines of service and purchasing both devices with our Equipment Installment Plan (“EIP”) program. The maximum value of the rebate is the full retail price of the Samsung Galaxy S8 plus, $790.00. In order to be eligible, customers must be subscribed to our T-Mobile ONE or Simple Choice Unlimited rate plan, additionally, the new line or add a line must remain active and in service, plus no other lines on the account can be cancelled until the Rebate validation has passed. It is important to note that to the date of this letter, this promotion continues to be available.T-Mobile records confirm that on June 19, 2017, Mr. [redacted] initiated equipment order number [redacted] for a new Samsung Galaxy S8 plus device which was canceled on June 20, 2017, pursuant to Mr. [redacted]’s request. T-Mobile regrets any inconvenience Mr. [redacted] experienced when placing the order and attempting to update the shipping address. A review of Mr. [redacted]’s account confirms that he is subscribed to an eligible Simple Choice rate plan and is eligible to activate new lines of service, however; he has not activated a new line of service and none of his lines of service is currently subscribed to Unlimited Data. In order to meet eligibility criteria, Mr. [redacted] would need to first activate a new line of service and add Unlimited Data to his new line as well as one of his current mobile numbers. On June 28, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information mentioned above. At that time, Mr. [redacted] let us know that he had purchased two Samsung Galaxy S8 plus devices and paid them off at the time of purchase. As Mr. [redacted] did not activate a new line of service, finance his device with our EIP program, and is not subscribed to Unlimited Data it is T-Mobile’s position that he is not eligible for the promotion. In an effort to amicably resolve this matter, T-Mobile offered a onetime bill credit in the amount of $182.46, equivalent to one month of free service prior to monthly equipment charges, which Mr. [redacted] accepted. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. The representative was very professional and kind towards me. In addition advised if I have any other concerns when trying to complete the JUMP upgrade don't hesitate to contact her, which I greatly appreciate. We did not get to speak but she made every attempt to do so and to assure the problem was resolved. I appreciate her efforts and I am satisfied with the outcome. Thank you. 
Sincerely,
[redacted]-[redacted]

July 27, 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 July 15, 2017, 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 Ms. [redacted]’s concerns within this letter.
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
To be eligible for this offer, consumers must activate a 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. Furthermore, customers must submit 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 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. 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.
For reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
Our records indicate on April 1, 2017, Ms. [redacted] activated her postpaid account with three lines of service and enrolled in our T-Mobile ONE rate plan priced at $155.00 per month. Ms. [redacted] also took advantage of our Equipment Installment Plan (“EIP”) program to purchase three Apple iPhone 6s Plus devices each priced at $649.99. Ms. [redacted] was required to pay $25.99 as down payment for each device plus sale taxes of 39.00 for each device for a total of $194.97 upfront cost. At the time, Ms. [redacted] traded in a Samsung Galaxy Note 5 device and received $122.00 trade-in credit which she chose to utilize towards her upfront charges.
Further review confirms that on June 28, 2017, Ms. [redacted]’s Carrier Freedom reimbursement request was approved in the amount of $277.00 and was mailed on July 9, 2017. A review of the copy the final billing statement provided by Ms. [redacted] reflected that the final accelerated charges for her Samsung Galaxy Note 5 device was in fact in the amount of $277.00 with her previous carrier.
Regrettably, T-Mobile could not locate any other records indicating that Ms. [redacted]’s reimbursement should be in the amount of $491.00. As such, it is T-Mobile’s position, based on the documents Ms. [redacted] provided, that we have provided the appropriate reimbursement amount and we respectfully decline Ms. [redacted]’s request for additional compensation regarding her Carrier Freedom reimbursement. We regret 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.
Sal O[redacted]
Executive Response

June 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

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

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

April 18, 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 8, 2017, regarding the above-referenced account. Please note, T-Mobile records indicate that the account holder [redacted] prefers to be referred to as [redacted].
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her concerns surrounding her rate plan and features.
T-Mobile records indicate Ms. [redacted] started services on July 26, 2014, with our Simple Choice Mobile Internet 1GB for promotional rate plan for $20.00 per month. Please be advised that customers that were also subscribed to a voice line of service were eligible to receive a $10.00 per month discount on the Mobile Internet line of service. As Ms. [redacted] did not meet the requirements of the discount offer, her account did not receive the monthly discount.
It is important to note that on September 27, 2016, Ms. [redacted] changed her rate plan to our Simple Choice North America Wearable rate plan for $15.00 monthly. It is T-Mobile’s position that Ms. [redacted] was billed appropriately in accordance with her selected rate plan.
Regretfully, on February 2, 2017, T-Mobile cancelled Ms. [redacted]’ Mobile Internet line of service pursuant to her request.
In an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile offered to enroll Ms. [redacted] in our 200 MB Tablet for Life offer, which provides customers with a qualifying tablet device 200 MB of LTE data at no cost. As an alternative, T-Mobile offered to resume Ms. [redacted]’ Mobile Internet line of service, and transfer her current mobile number from another service provider to T-Mobile, which would qualify her account for the monthly discount detailed above. Regretfully, Ms. [redacted] declined both of our offers.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted] Executive Response

June 23, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 17, 2015, regarding the above-referenced account.   T-Mobile records show that Ms. [redacted] activated the account with themobile number ending in [redacted] on June 10, 2013. Our records show that Ms. [redacted] subscribed to our Simple Choice Unlimited Talk, Text and Data rate plan for $50.00per month.  Our records show that Ms.[redacted] subscribed to Premium HandsetProtection with Mobile Security for $4.79 per month and the optional Simple Choice 5GB Data and HotSpot for$20.00 per month.    T-Mobile records confirm that Ms. [redacted] canceled her accounton January 8, 2015 when she ported her mobile number ending in [redacted] to anotherservice provider.  Ms. [redacted]’s billingcycle ran from the 14th of one month to the 13th of thefollowing month.  Pursuant to T-Mobilepolicy, customers may be billed through the end of their current billing cycleif they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through January 13, 2015. Ms. [redacted]’s final billing statement was dated January 13,2015 and that balance totaled $86.53 for services from December 14, 2014through January 13, 2015.  The finalbalance was due no later than February 6, 2015. T-Mobile records indicate that Ms. [redacted]’s mobile number ending in [redacted]utilized 1,355 airtime minutes, a large amount of text and picture messages and2,229 MB of data from December 14, 2014 through January 8, 2015, whichindicates that she received the benefit of our services. T-Mobile records indicate that we last received a payment inthe amount of $43.67 on January 18, 2015, which left a remaining balance in theamount of $42.86 that was due by February 6, 2015. T-Mobile records do not indicate that Ms. [redacted] contacted usto dispute the final balance.  As thefinal balance remained unpaid, the account was referred to [redacted] for the collection of the past due balance.   It is T-Mobile’s position that the past due balance in theamount of $42.86 is valid and owed. As a courtesy to Ms. [redacted] and in an effort to amicablyresolve this matter, on June 23, 2015, T-Mobile issued a credit to the accountin the amount of $16.14 for the pro-rated charges incurred from January 8, 2015through January 13, 2015.  Ms. [redacted]’srevised final revised balance now totals $26.72 for services rendered and usedfrom December 14, 2014 through January 7, 2015. Please be advised that it may take up to three business days for [redacted] to update their records to reflect the revised balance.   Ms. [redacted] may contact [redacted] at [redacted]to remit payment for the remaining balance of $26.72 for services rendered andused from December 14, 2014 through January 7, 2015.  As a courtesy to Ms. [redacted], if she pays theremaining balance of $26.72 in full by July 7, 2015, she may contact me at my numberbelow and T-Mobile will request to have any reporting to the credit bureausregarding this account deleted.   T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Ally Y[redacted]Executive Response

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 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 13, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

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

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

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

January 13, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 5, 2017, regarding the above-referenced account. We regret any inconveniences Mr. [redacted] may have experienced in regards to the charges on his account and we appreciate the opportunity to review and address his concerns. Upon review of Mr. [redacted]’s account, we have confirmed that he received a Signal Booster on June 6, 2012. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. We have confirmed that Mr. [redacted] canceled services with T-Mobile on September 26, 2016. T-Mobile has confirmed that Mr. [redacted]’s final bill incurred charges in the amount of $603.28. This amount included a past due balance of $106.94, the monthly recurring charges, fees and taxes for the bill cycle spanning from August 28, 2016 to September 27, 2016, in the amount of $146.97, and the Signal Booster non-return fee in the amount of $349.37. On October 11, 2016, T-Mobile’s Customer Care department applied one time courtesy credits in the amount of $76.63. On December 10, 2016, Mr. [redacted] made a payment for the remaining past due amount and final monthly recurring charges in the amount of $177.28, leaving remaining balance of $349.37 for the Signal Booster. At this time, we have reviewed the return tracking number provided to the customer and confirmed that it has been received at the T-Mobile warehouse. We have credited the Non-Return Fee in the amount of $349.37 leaving the account with a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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. Hope P[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

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

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

September 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated September 15, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the cancelation of his account. T-Mobile records indicate on February 11, 2016, Mr. [redacted] elected to transfer his mobile number ending in [redacted] to our prepaid service. Mr. [redacted]’s requested was fulfilled on February 11, 2016. However due to an inadvertent error, Mr. [redacted]’s line ending in [redacted] remained active until September 14, 2016, when he contacted T-Mobile to cancel service. T-Mobile has applied a credit in the amount of $389.60 which represents the monthly recurring charges assessed to Mr. [redacted]’s account for mobile number ending in [redacted] from February 12, 2016, thru August 13, 2016, the last billing statement to generate. It is important to note, T-Mobile records indicate Mr. [redacted] was sent billing statements to the address provided in his correspondence to your office. At the time of cancelation, Mr. [redacted] had a remaining balance of $218.75 for his Apple iPhone 6 Plus Gold 64GB which he set up on an Equipment Installment Plan. Mr. [redacted]’s remaining equipment balance of $218.75 has been applied to Mr. [redacted]’s credit balance, effectively updating his credit balance to $170.85. T-Mobile has agreed to send Mr. [redacted] a refund of $170.85 in the form of a prepaid card to the address provided to your office. Mr. [redacted] should receive his refund within ten business days. T-Mobile has set a follow up to credit Mr. [redacted]’s billing statement dated September 13, 2016, and October 13, 2016. As such, Mr. [redacted]’s account will remain closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

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