T-Mobile Usa Inc

Thank you for handling this matter.  T-Mobile contacted me and we have resolved the problem.

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

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?

August 10, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 July 29, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience in regards to transferring his number to another provider and we sincerely regret losing a long time customer.  Please note that T-Mobile has confirmed Mr. [redacted]’s PIN number for the account is accurate.  We have confirmed that Mr. [redacted]’s account is active and eligible should he wish to transfer his number to another provider.  However, as of today, August 10, 2017, T-Mobile has not received a request to transfer Mr. [redacted]’s number to another carrier.  As such, Mr. [redacted]’s account remains active with his above number.  Unfortunately, T-Mobile is unable to initiate a number transfer to another carrier as this must be done from the new carrier.  Therefore, we encourage Mr. [redacted] to contact his new carrier to request assistance with creating a number transfer request.    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.Jessica G[redacted]Executive Response

March 22, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]...

[redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 8, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced during her recent visit to a T-Mobile retail location. T-Mobile strives to provide world-class service to all of our customers on each and every contact and to be professional and courteous.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s visit.
Please note that while our retail store representatives strive to assist customers with their handset concerns to the best of their ability; they are not trained technicians and may not have the availability or capability to perform all aspects of troubleshooting including updating software.  However, our technical support team is always available to assist customers via telephone.
Please be advised that on March 11, 2016 we spoke with Ms. [redacted] and provided step by step instructions on how to update her device via email.  Additionally, we advised Ms. [redacted] that she may contact the manufacturer directly if she has additional concerns regarding the update process. Furthermore, in an effort to amicably resolve the matter, on March 11, 2016, T-Mobile issued a courtesy credit of $50.00 to Ms. [redacted]’s account.  The account remains open with a balance of $53.94.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Robert R[redacted]
Executive Response

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

April 6, 2017April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers. We sincerely regret any concerns Mr. [redacted] experienced regarding service issues in his area, his final balance, and regret losing him as a customer. T-Mobile records indicate that on January 24, 2017, Mr. [redacted] activated the above referenced account and subscribed to T-Mobile ONE Taxes Included rate plan for $130.00 per month with mobile numbers ending in [redacted] and [redacted].
Upon receipt of your correspondence, T-Mobile reviewed Mr. [redacted]’s address provided in the correspondence to your office listed as [redacted] [redacted] [redacted]. Our findings reflect that Mr. [redacted]’s could expect 4G LTE coverage in this location without any known issues. It is important that if customers experience any difficulties with the service or equipment, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and equipment issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. Regrettably, we have no records of Mr. [redacted] contacting T-Mobile to report his coverage concerns.
T-Mobile records confirm that Mr. [redacted] canceled his account on March 6, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 25th of one month to the 24th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through March 24, 2017.
As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on April 5, 2017, T-Mobile issued a credit to the account in the amount of $93.57 for the pro-rated charges incurred from March 7, 2017 through March 24, 2017. As of April 5, 2017, the account reflects a remaining balance of $46.43 for billing charges from February 25, 2017 to March 6, 2017 and which has a due date of April 17, 2017.
Please note that T-Mobile provides a number of options for Mr. [redacted] to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

March 29, 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 March 23, 2016, regarding the above-referenced account. Please be advised, investigation of this issue has confirmed that Mr. [redacted] is listed as an authorized user on the account. We regret losing Mr. [redacted]’s business and his concerns regarding his leased equipment. In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his residential area. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and other conditions that may interfere with actual service, quality, and availability. On August 15, 2015 and August 16, 2015, T-Mobile records confirm Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand lease program with the upgrade of two Apple iPhone 6 16 GB handsets, one Apple iPhone 6 Plus 16 GB handset, and one Apple iPhone 6 64 GB handset. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. Please be advised JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. When the account was canceled on February 23, 2016, the remaining JUMP! On Demand equipment balance for the four handsets referenced above plus the purchase option prices totaling $2,290.85 were accelerated and posted to the final billing statement dated March 10, 2016. It is T-Mobile's position that the remaining JUMP! On Demand equipment balances and purchase option prices are valid and owed. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile provided an account credit totaling $564.94. This credit would bring Mr. [redacted]’s account balance to $1,890.85 as a valid and owed final balance. Additionally, T-Mobile placed a 90-day collection hold set to expire June 23, 2016, to allow Mr. [redacted] to remit payment. Please note normal collection activity will resume after the expiration of this collection hold if the account balance remains unpaid. Mr. [redacted] accepted this account credit as resolution. 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. Kimo C[redacted] Executive Response

June 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]  Your File No. [redacted]  T-Mobile Account No. [redacted] 
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke with Ms. [redacted] and she has confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] may have had related to our iPhone 7 Trade-Up offer. Beginning September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. As you can imagine, there were several eligibility requirements that had to be met in order to qualify for the monthly bill credits. One of the requirements was that the traded-in device was required to be in good working order with no physical or liquid damage and the “Find My iPhone”, feature had to be disabled. If the above requirements were not met the customer was not qualified for the promotion
T-Mobile records indicate on September 22, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of An Apple iPhone 7 Plus handset for $869.99, with $149.99 down and $30.00 per month for 24-months. Ms. [redacted] traded-in an Apple iPhone 6 64GB gold from [redacted] with an estimated trade-in value of $165.00.
Upon receipt and review of Ms. [redacted]’s trade-in device, it was determined that the unit had sustained physical damage to the screen. As such Ms. [redacted] was deemed ineligible to receive either the $165.00 trade-in credit or the monthly bill credits for the promotion.
Nevertheless, in an effort to resolve Ms. [redacted]’s concerns, on June 12, 2017, T-Mobile contacted Ms. [redacted]. As indicated in Ms. [redacted]’s letter to your office, she was aware that her trade-in device was damaged. Although it is T-Mobile’s position that Ms. [redacted] is ineligible for this promotion, in an effort to resolve her concerns we offered a one-time $200.00 courtesy credit to her account. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent calls to our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]-[redacted]
Very truly yours,
T-MOBILE USA, INC.
Nicole C[redacted]Executive Response

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]

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

Complaint: [redacted]I am rejecting this response because:
This dispute is not resolved. T Mobile has called me twice and I returned their call and left a message for them to call me back. We've been playing phone tag, but I have attempted to respond to their communications. Sincerely,[redacted]

September 24, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 18, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted] satisfaction.
 
T-Mobile appreciates that Mr. [redacted] chose to re-activate service with T-Mobile and we regret that he experienced any concerns with our Early Termination Fee (ETF) reimbursement offer.  T-Mobile records confirm that Mr. [redacted] met all eligibility requirements for our ETF reimbursement offer.  Our ETF reimbursement offer requests are processed by [redacted], a third party service partner.  It appears as though Mr. [redacted] previous submissions were declined in error and feedback has been sent to [redacted] regarding Mr. [redacted] submissions and experience.
 
On September 24, 2015, T-Mobile approved Mr. [redacted] ETF reimbursement request and a reimbursement in the amount of $330.00 was approved.  Mr. [redacted] should allow up to 10 business days for delivery of the reimbursement card.  In addition, to show our appreciation of Mr. [redacted] continued business, T-Mobile issued an $80.00 credit to his account on September 24, 2015, which leaves his account with an $80.00 credit balance that will be applied toward his future billing statements.  Mr. [redacted] agreed that he considers this matter resolved.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

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

May 16, 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 4, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his account. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is discounted after 24 months.
Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $250.00. If a customer chose the iPhone 7 32 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
T-Mobile records reflect that Mr. [redacted] met all of the requirements of the 2016 iPhone 7 Trade Up offer for his four devices. However, due to an inadvertent error, Mr. [redacted] did not receive any promotional monthly bill credits. In an effort to amicably resolve this matter, T-Mobile applied a one-time lump sum total credit of $1,829.96 to the handset EIPs for the missing promotional bill credits and trade-in credits. The credit applied waived the balance of two iPhone 7 Plus 128GB devices, and reduced the EIP balance of one iPhone 7 Plus 128GB device to a $20.40 balance, and the iPhone 7 32GB to a $60.37 balance. Mr. [redacted] accepted the credit as a resolution. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted] Executive Response

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

March 28, 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 22, 2016, regarding the above-referenced account. We regret any confusion to Ms. [redacted] regarding international travel via a cruise ship. Please also be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with T-Mobile. T-Mobile has reviewed Ms. [redacted] account regarding the disputed international roaming charges for mobile number ending in [redacted]. Please be advised on February 5, 2016, T-Mobile records confirm Ms. [redacted] added T-Mobile’s North America Feature at $10.00 per month for travel through Mexico, which offers customers an extension of the "home coverage area" of plans with Simple Global to include Mexico and Canada. With it, customers can use their device and service while travelling in Mexico and Canada just like you do in the U.S. Our records confirm however that the charges in dispute are for international roaming calls from February 10, 2016, through February 12, 2016 while on a cruise ship on international waters, which is not included in the above feature. The total charges for international roaming calls while on the cruise ship are $455.24 plus tax. It is T-Mobile’s position that these charges are valid and owed. Please note that calls made or received while the handset is roaming on a cruise ship are billed at a rate of $5.99 per minute, even if the ship is at dock in U.S. waters. This includes any incoming calls received while the handset is powered on as these calls are routed to the cruise ship’s network, and if unanswered, the calls are then routed back to the domestic T-Mobile voicemail platform. These calls, even if unanswered are then billed at the cruise ship roaming rate. Additionally, information on international roaming charges while on a cruise ship is readily available to customers who are interested in knowing the cost per minute before traveling. Information on calling charges can be found on www.T-Mobile.com and through calls to Customer Care. In an effort to amicably resolve Ms. [redacted] concerns however, T-Mobile provided a credit of $519.03, leaving the account with a valid and owed balance of $100.00. Additionally, T-Mobile placed a collection hold on the account set to expire on April 23, 2016, to allow Ms. [redacted] time to remit payment. Ms. [redacted] accepted this offer as 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. Kimo C[redacted] Executive Response

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

receipt of your correspondence dated April 29, 2016, regarding the above-referenced account. T-Mobile regrets any promotion concerns Mr. [redacted] has experienced. Please be advised that from September 25, 2015, through December 30, 2015, customers who signed up for JUMP! On Demand with an iPhone 6s or iPhone 6s Plus and traded in a qualifying device that the customer owned, would receive a monthly credit which would reduce their monthly lease payment to no more than $5.00 to $15.00 (iPhone 6s) or no more than $9.00 to $19.00 (iPhone 6s Plus) per month before applicable sales tax. T-Mobile records confirm that on September 26, 2015, Mr. [redacted]’ mobile number ending in [redacted] signed up for JUMP! On Demand with an iPhone 6s. At that time, our records indicate that Mr. [redacted] traded in an iPhone 4s. It is important to note that the iPhone 4s is not a qualifying device for the above-mentioned promotion. Please note that on December 16, 2015, Mr. [redacted]’ mobile number ending in [redacted] signed up for JUMP! On Demand with an iPhone 6s Plus. According to our records, Mr. [redacted] did not trade in a device during this transaction. On May 2, 2016, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $618.38 towards the iPhone 6s Plus JUMP! On Demand lease for the mobile number ending in [redacted]. Please note that the iPhone 6s Plus JUMP! On Demand lease is no longer active and Mr. [redacted] owns the device. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

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

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