T-Mobile Usa Inc

January 6, 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated December 4, 2016 regarding the above-referenced account. We regret any concerns to Mr. [redacted] regarding our device and rate plan promotions and we appreciate the opportunity to address them. Our 2016 Friends and Family 2 Lines On Us promotion stipulated from November 18, 2016, to November 22, 2016, eligible customers who have or activated two voice lines on T-Mobile ONE or Simple Choice rate plans could get up to two additional lines for free. Customers would get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the account. Our records indicated Mr. [redacted] has two active T-Mobile accounts. On November 24, 2016, Mr. [redacted] activated new line of service with mobile number ending in [redacted] under his account number [redacted]. Later, on November 27, 2016, Mr. [redacted] activated two additional Mobile Internet lines with number ending in [redacted] and [redacted] and another voice line with the number ending in [redacted]. As such, two out of the four new lines of service would be eligible to receive the monthly credits to cover the cost. In our conversation with Mr. [redacted], he stated that he should have only had two lines added not four. As such, in an effort to resolve Mr. [redacted]’s concerns on December 20, 2016, T-Mobile cancelled the lines of service ending in [redacted] and [redacted]. Additionally, T-Mobile applied a credit of $165.51 for service charges on the before mentioned lines of service. On Mr. [redacted]’s account number [redacted], we confirmed that on November 27, 2016, the mobile number ending in [redacted] and a Mobile Internet line of service ending in [redacted] were activated. The Mobile Internet line ending in [redacted] was placed on our T-Mobile ONE Tablet rate plan while the voice line ending in [redacted] was added to Mr. [redacted]’s existing Simple Choice Family voice plan. As such, Mr. [redacted] was also eligible for our 2016 Friends and Family 2 Lines On Us promotion for the additional lines of service. However, the eligible bill credit for a Mobile Internet line can be up to a maximum of $25.00 which would not cover the entire cost of Mr. [redacted]’s Mobile Internet line service. In order to resolve Mr. [redacted]’s concerns, on December 27, 2016, the Mobile Internet line ending in [redacted] was converted into a voice line so that it meets the eligibility under the promotion. The 2016 Fall LG Smartphone Offer from October 21, 2016, to November 29, 2016, customers who signed up for the new T-Mobile ONE or qualifying rate plan and purchase a qualifying LG device on our Equipment Installment Plan (“EIP”) can receive a discount on the device via monthly bill credits. Also, the LG G Pad On Us entails that from November 24, 2016, to November 29, 2016, customers who sign up for a 6 GB or higher Mobile Internet plan can get a free LG G Pad X or G Pad F when purchasing on EIP via monthly credits. T-Mobile records indicate on November 29, 2016, Mr. [redacted] took advantage of our EIP program and purchased an LG G Stylo 2 Plus handset and an LG G Pad X tablet. Mr. [redacted] remitted payments of $18.00 on the LG G Stylo 2 Plus device and $48.00 on the LG G Pad X tablet as down payments. After further review, we have confirmed that although Mr. [redacted] qualified for both promotion offers, the promotions could not be combined. As such, on January 1, 2017, Mr. [redacted]’s account [redacted] received the first credit installment of $7.92 under the 2016 Fall LG Smartphone Offer but will not receive the monthly credits for the LG G Pad On Us promotion as the offers could not be combined and the line of service ending [redacted] has been converted to a voice line hence making it ineligible. We regret any inconvenience this matter has caused. Nonetheless, in an effort to resolve Mr. [redacted]’s concerns we agreed to allow him to return both the LG G Stylo 2 Plus device and the LG G Pad X tablet back to T-Mobile for a full refund. Our records confirm T-Mobile is in receipt of Mr. [redacted]’s devices and on January 5, 2017, T-Mobile has closed the EIP balances associated with the devices returned and will process a refund of $48.00 for the LG G Pad X and $18.00 for the LG G Stylo 2 Plus device within ten business days. Mr. [redacted]’s accepted all offers as 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. Sal O[redacted] Executive Response

April 14, 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 3, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has encountered regarding her account and appreciates the opportunity to respond to this matter.
Please be advised that Ms. [redacted] activated the above-referenced account number on August 1, 2014. T-Mobile records confirm that as of February 2, 2015, Ms. [redacted] was subscribed to the Select Choice Unlimited Talk, Text, and 30 MB’s Data, rate plan, which for $50.00 provides unlimited talk, text and 30 MB’s of data at up to 4G/LTE speeds depending on device capability. Data features providing increasing allotments of high speed data may be added for an additional cost. Additionally, Ms. [redacted] elected to add the 3GB high speed data feature for $10.00 to her mobile numbers ending in 1835 and [redacted], while she added the Unlimited Data feature with 7GB’s of Smartphone Hotspot to her line ending in [redacted].
T-Mobile regrets that Ms. [redacted] had concerns with her data speeds as she indicated in her correspondence to your office. Typically, we would request that she contact Customer Care with details of the problem, including the date, 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 coverage issues. Regrettably, our records indicate that Ms. [redacted]s account is no longer active and as such, we would be unable to determine the cause of her data concerns.
T-Mobile reviewed the billing statements from November of 2015, to January of 2015, and over the course of those three months, Ms. [redacted] used an average of 100 minutes, sent and received multiple text messages and used an average of 10 GB’s of high speed data. As such, it is T-Mobile’s position that Ms. [redacted] was able to utilize the service and we consider the charges to be valid and owed.
Unfortunately, T-Mobile records confirm that on April 7, 2015, Ms. [redacted]’s account was cancelled for non-payment of services. Ms. [redacted]’s final billing statement dated May 2, 2015, reflected a total balance in the amount of $808.27. Please note that $629.77 was considered past due. Ms. [redacted] was assessed $178.50 in final equipment charges and applicable taxes and fees, which was due on May 22, 2015.
Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation. As Ms. [redacted]s account remained in a delinquent status with a balance of $808.27 on April 7, 2015, her account was cancelled for non-payment of services rendered.
Further, As T-Mobiles internal collection efforts were unsuccessful, on May 30, 2015, her account was referred to Enhanced Resource Centers, a third party collection agency. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. Ms. [redacted] may contact Enhanced Resource Centers at 800-501-7454 to discuss payment options. 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.
Abigail P[redacted] Executive Response

From: [redacted]gmail.com [mailto:solly.[redacted]@gmail.com] On Behalf Of [redacted]Sent: Tuesday, August 23, 2016 3:05 PMTo: Complaints <[email protected]>Subject: Re: Your complaint has been received
 
Greetings Resolutions,
 
I filed this issue/complaint with you...

and I am still waiting on the confirmation of a resolution, however I managed to get in touch with T-Mobile Corporate Office.  A new development has occurred, a representative of corporate named Angel was assisting me and said she would be able to and will be cutting me a compensation check for the cancellation fee from [redacted]. I have presented her with the bill and I am now waiting to hear back. I will communicate with you that this is resolved or not by the end of the week.  Fingers crossed **
 
[redacted]

April 21, 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 19, 2017, regarding the above-referenced account. T-Mobile records indicate that [redacted] is the account holder and that he has designated [redacted] as an authorized user on the account.

T-Mobile regrets any concerns Mr. [redacted] is experiencing with the T-Mobile account. T-Mobile records confirm that the account has eight active mobile numbers ending in 9200, 8251, 5566, 2449, 4851, 9576, 8252, and 7930. The account is subscribed to our T-Mobile ONE rate plan with taxes and fees included for eight lines of service for $240.00 per month with his, AutoPay. AutoPay is where the customer pays automatically every month from a credit card. We have also found that there is valid usage on all eight mobile numbers. Please note the total monthly recurring charge of $240.00 does not include any monthly Equipment Installment Plans (“EIP”).
The account’s previous rate plan was a Simple Choice Family Unlimited Talk, Text, and Data with 4G speeds up to 6GB 4 lines for $120.00 per month and each additional line was $20.00. Eight mobile numbers on this rate plan would be $200.00 per month and this indicates that the Mr. [redacted] is paying $40.00 more, but is receiving unlimited 4G speed data on all mobile numbers and will not be charged any taxes. We regret if Mr. [redacted] was provided with misinformation regarding the new rate plan.
In an effort to amicably resolve this matter, Mr. [redacted] would like me to contact him on Monday, April 24, 2017 to further discuss his account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

November 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated October 31, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile sincerely regrets that Mr. [redacted] continues to be dissatisfied with our responses to his multiple complaints about the final balance on his account. T-Mobile has provided a thorough review and validation of the amount due on the above referenced account. As previously advised, it remains T-Mobile’s position that the balance on Mr. [redacted]’s T-Mobile account was $287.73. It should be noted that Mr. [redacted]’s account was originally canceled with a balance of $822.35 and as a result of Mr. [redacted]’s continued escalations and requests, that final balance was eventually reduced to $287.73 through several unwarranted credits. On November 15, 2013, T-Mobile applied credit toward Mr. [redacted]’s account reducing the outstanding balance to $230.18, for past due monthly access charges for services rendered dating back to the February 2013 billing statement. With regards to Mr. [redacted]’s request for a refund, our records indicate that on August 17, 2015, Mr. [redacted] was advised that the $40.00 refund in question was applied toward the outstanding balance which reduced the balance to $190.18. This information has been provided to your agency under file number 10664510 and was also provided to additional agencies whom Mr. [redacted] contacted. Although the account balance of $190.18 remains valid, as a final courtesy to Mr. [redacted]’s, T-Mobile has issued a credit in the amount of $190.18 to the above-referenced account bringing the account to 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. T-Mobile respectfully declines to provide Mr. [redacted] further compensation. T-Mobile regrets any inconvenience caused 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. Lupe C[redacted] Executive Response

March 24, 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. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] has with requesting the unlock code for her equipment. Please note that device unlock codes are available to customers who meet our eligibility requirements. A review of Ms. [redacted] account confirms that on March 12, 2016, we received a request for a Mobile Device Unlock code for her Alcatel tablet. However, at that time the device was not eligible for a Mobile Device Unlock code as Ms. [redacted]’ account had been cancelled for more than 90 days. Nevertheless, in an effort to amicably resolve this issue, we have approved Ms. [redacted]’ unlock request and provided the unlock code along with the instructions on how to unlock her Alcatel tablet to her via email. Ms. [redacted] confirmed that she received the email including the unlock code and instructions for her Alcatel tablet. 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. Brian W[redacted] Executive Response

June 15, 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 2, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] experienced regarding our Handset Exchange program. T-Mobile records confirm that on November 2, 2012, Mr. [redacted] purchased a Samsung Galaxy S3 device on the phone line ending in [redacted]. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. As Mr. [redacted] was subscribed to the optional Premium Handset Protection feature this warranty had been extended. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
T-Mobile records confirm that on May 25, 2017, a Handset Exchange was filed and a Samsung On5 was sent to Mr. [redacted] as an alternate equivalent device. T-Mobile has no record of Samsung Galaxy S5 device being offered to Mr. [redacted].
T-Mobile contacted Mr. [redacted] on June 14, 2017, and in effort to amicably resolve this matter offered to provide Mr. [redacted] with an upgrade of his choice at a discount price. Pursuant to the phone conversation Mr. [redacted] ordered a Samsung Galaxy S8 Plus device and T-Mobile agreed to adjust all charges for the equipment except for $450.00 this was equivalent to offering the new device to Mr. [redacted] at half the retail cost. Following the phone conversation Mr. [redacted] advised this matter has been resolved. 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.
Jamen F[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: it is not factual. I have proof that I cancelled in a timely manner. Sent correspondence to back it up and submitted numerous final bills from [redacted] and was told that that was all I needed to do. 
Sincerely,
[redacted]

February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 29, 2018, regarding your above-referenced file number.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the account and as such, we will not be contacting him regarding his correspondence to your office.  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, he 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.Ally Y[redacted]Executive Response

Tell us why here... February 14, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 1, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.  T-Mobile regrets any concern Ms. [redacted] has regarding her account.  On December 28, 2016, Ms. [redacted] subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data rate plan at a cost of $80.00 plus taxes for the first two lines and $10.00 plus tax for each of the four additional lines of service.  The line ending in 8025 had the JUMP! Plus insurance feature at a cost of $15.00 monthly plus taxes and the line ending in 6233 was subscribed to Name ID at a cost of $4.00 plus taxes monthlyT-Mobile records reflect that on May 28, 2017, Ms. [redacted] agreed to the following Equipment Installment Plan (“EIP”) for the line ending in 8025:• Samsung Galaxy S8 with $350.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $16.67.• Samsung Fast Charge with 24 monthly installments of $2.50.• Samsung Galaxy S 8 Case with 24 monthly installments of $2.50.• UE BOOM 2 Bluetooth Speaker with 24 monthly installments of $8.34.Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the EIP agreement provided at the time of purchase. On the billing statement dated June 27, 2017, Ms. [redacted] was billed $374.63.  Please note that $150.01 plus taxes was for standard service charges, additional features, $107.82 in international charges on the line ending in 8091, and $83.86 plus taxes in international calls and the line, plus taxes and fees.T-Mobile records reflect that on July 6, 2017, T-Mobile Customer Care applied a courtesy credit of $17.97 for international calling charges.  In addition, on July 13, 2017, we received a payment of $42.00 and on July 21, 2017, we received a payment of $145.07, revising the owed balance to $169.59.On the billing statement dated July 27, 2017, Ms. [redacted] was billed $338.00, of which $169.59 was considered to be past due and $168.41 was for current service charges.On August 4, 2017, Ms. [redacted] canceled the lines of service ending in 6233, 0839, and 0838, leaving the line ending in 8025 active on her account.  On August 19, 2017, the line ending in 8025 completed a Change of Responsibility (CO), where the end user took the responsibility of on their own account.  The COR canceled the account and as such, the EIP balances were accelerated in full to the final billing statement.Please note that at the time of a COR, T-Mobile offered the new customer the ability to take over any EIP that was associated with the line being transferred, by agreeing to a new EIP agreement for the remaining amount of months.  As the EIP agreement were not signed, the remaining EIPs remained Ms. [redacted]’s responsibility.Review of the account confirms that courtesy credits totaled $193.56 were applied to Ms. [redacted]’s account for international calling charges.  As such, on the final billing statement dated August 27, 2017, Ms. [redacted] was billed $842.75, which included the past due balance of $144.44 and the accelerated EIP amounts totaling $698.31.  This balance was due no later than September 20, 2017.Please note that Ms. [redacted] was using a 4G LTE CellSpot router, loaned to her by T-Mobile.  T-Mobile records confirm that Ms. [redacted] did return the cell spot in a retail location, and therefore the non-return fee was waived in full on September 27, 2017, and made no impact to Ms. [redacted]’s current balance. Regretfully, as no payment was remitted to T-Mobile, on November 26, 2017, Ms. [redacted]’s balance of $833.39 after tax adjustments was referred to an outside collection agency by the name of Diversified Consultants Inc.  On November 28, 2017, a collection fee in the amount of $40.46 was assessed to Ms. [redacted]’s account revising her balance to $873.85.  T-Mobile considers this balance to be valid and owed.  As such, T-Mobile respectfully declines Ms. [redacted]’s request for compensation.Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may.  The account may be reported to the credit bureau while a balance remains outstanding.  Ms. [redacted] can contact Diversified Consultants, Inc. at 1-877-550-1981 to discuss payment options.  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. 341-8011.Very truly yours,T-MOBILE USA, INC.Juan [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. Also the one thing  that I really did appreciate is that when speaking to the CEO Mr. B[redacted] ,he told me that they are going to use my situation as a training  scenario for the new employees.  I think that would be for the best so no one has  to go through what I went through. I am very pleased with the solution. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A check for the refund did arrive on 6/22/15 and was deposited to my account.  I am waiting to see thet the check clears.  If it clears successfully, then this issur=e is resolved.  If not, I will them inform you of that circumstance.  I certainly hope this is now really fully resolved!  Thank you for your help and support.Sincerely, [redacted]

April 3, 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 Name: [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 21, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Ms. [redacted], which has been proven to be unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account. T-Mobile records indicate that Ms. [redacted] activated two lines of service on June 19, 2016. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6S Pluses. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $120.00 and agree to a series of 24 monthly installments in the amount of $57.50. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.
Please note that T-Mobile is always working to improve its coverage. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issues.
Nevertheless, Ms. [redacted] canceled her account on January 8, 2017, when she ported her mobile numbers to another service provider. When the account was canceled the remaining EIP balance of $919.98 was accelerated and posted to the final billing statement. T-Mobile sent Ms. [redacted] the final billing statement dated February 3, 2017, reflecting the balance of $1416.22 due on February 23, 2017. This balance included the EIP final charges, a payment processing fee and a past due balance of $491.07.
Furthermore, T-Mobile will respectfully decline Ms. [redacted]’s request of having her full balance adjusted. However, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return the devices that are under the EIP directly to my attention within 30 days of the date of this letter at:
Executive Response
Attention: Mercedes V.
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the handsets, T-Mobile will apply a credit to the account in the amount of $919.98 for the EIP final charges. T-Mobile recommends that Ms. [redacted] return the handsets via a traceable carrier and request a tracking number when shipping.
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 V[redacted]l
Executive Response

October 12, 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 October 4, 2016, regarding the above-referenced account.  Please be advised that T-Mobile made several unsuccessful attempts to contact Mr. [redacted] regarding this matter.  At this time, T-Mobile will respond to both you and Mr. [redacted] with this message.
 
T-Mobile regrets that Mr. [redacted] has concerns with his handset and with our Handset Exchange Program.  T-Mobile records indicate that Mr. [redacted] purchased a new Samsung Galaxy S7 EDGE handset on March 12, 2016.  By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year limited warranty provided by the manufacturer of his device.  During the limited warranty period, Mr. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  The issue that Mr. [redacted] reported with the back of the handset lifting up is considered physical damage and is not considered a manufacturing flaw. 
 
Please be advised that customer safety is very important to T-Mobile.  We suggest that customers charge their handsets with the original charger that was provided with the handset purchase and that they do not charge the handset overnight.  In addition, if a handset is becoming too hot, customers should turn off all running applications and turn their handset off until it cools down.  It is important to note that all electronics generate heat, and it is completely normal for a phone to feel warm or even hot at times.  All handsets come built with a built-in safety switch to turn themselves off if they get too hot.  In addition, the Samsung Galaxy S7 and S7 EDGE handsets have a built-in application that will advise handset users when their handset is running at a hot temperature and provide the option for the users to automatically turn off the applications that are causing the handset to get too warm.  Mr. [redacted] may visit www.Samsung.com if he has additional concerns regarding the safety of his handset.
 
On September 3, 2016, Mr. [redacted] participated in our Handset Exchange Program and the replacement handset was delivered to a T-Mobile retail location for in-store pick up.  T-Mobile records indicate that when Mr. [redacted] brought his non-working handset to our retail location that his handset failed inspection as a result of physical damage and the replacement handset was returned to our National Return Center.  Mr. [redacted] was advised to contact Assurant to file a claim for his damaged handset. 
 
T-Mobile records indicate that Mr. [redacted] is currently using a Samsung Galaxy Note 3 handset and that he has been using this handset since September 2, 2016.  On September 21, 2016, Mr. [redacted] contacted Customer Care and requested a replacement handset for his non-working handset.  Since Mr. [redacted] was using a Samsung Galaxy Note 3 handset, a replacement for this handset model was shipped to Mr. [redacted] on September 23, 2016.  T-Mobile regrets that this was not the handset that he wanted replaced.
 
On September 30, 2016, a replacement handset for Mr. [redacted]’s non-working Samsung Galaxy S7 EDGE handset was placed.  The replacement handset is currently on backorder and expected to ship within the next few business days to a retail location.  Please be advised that Mr. [redacted]’s handset will be inspected and if it determined that his handset is out-of-warranty due to physical or liquid damage, he will be advised that he will need to file an insurance claim.
 
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.
 
Ally Y[redacted]
Executive Response

March 16, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: ** [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated...

March 4, 2016, regarding the above-referenced file number. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. In Ms. [redacted] correspondence, she indicated that she has received collections notices for a T-Mobile account. Regrettably, we are unable to locate Ms. [redacted] account with the information provided in her correspondence. Upon speaking to Ms. [redacted] on March 8, 2016, we attempted to locate Ms. [redacted] account; however, Ms. [redacted] did not have the account number available at that time. Ms. [redacted] declined to provide alternate information, such as her Social Security Number, to locate the account in questions, and requested that no further phone communication occur. T-Mobile would like the opportunity to assist Ms. [redacted] in resolving her concerns. We request that Ms. [redacted] contact us at the number below to provide the account number in question, the mobile number associated with the account, or her Social Security Number, so we can locate the account and provide an amicable resolution. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I don't owe a balance on the phone.
Sincerely,
[redacted]

July 19, 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 7, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted] concerns with the above referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Customer Care.
With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices. Naturally, several requirements must be met in order to be approved for this offer.
T-Mobile records confirm that on June 28, 2017, Ms. [redacted] activated her account with one line of service. At the time of activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan offering with the purchase of a new LG Aristro handset. Ms. [redacted] was not asked to make a down payment. However, Ms. [redacted] remitted a payment totaling $43.47, equal to the taxes on the full retail price of the device, applicable taxes, and fees.
Regretfully, as a trade-in was not performed at the time of activation and Ms. [redacted] account has since been cancelled, she does not meet the requirements for the Carrier Freedom offer.
Review of Ms. [redacted] account confirms that the above-mentioned LG Aristro handset has been received. Accordingly, T-Mobile agreed to provide a full refund of $43.47 equal to the cost at the time of activation. We request that Ms. [redacted] please allow up to ten business days for delivery.
It is important to note that T-Mobile has also confirmed that Ms. [redacted] is no longer enrolled in our AutoPay feature, which automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored payment method. Therefore, Ms. [redacted] will not have an automatic payment withdrawn from her financial institution. As of the date of this letter, Ms. [redacted] account remains closed with a zero balance. 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.
Alberto V[redacted] Executive Response

August 31, 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 August 21, 2017, regarding the above-referenced file number.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with our retail location and Customer Care.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided. 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, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further.
As Mr. [redacted] advises in his letter to your office that he would like to have his number transferred to another account, T-Mobile has the option to complete a Change of Responsibility (“COR.”) A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Please note that the account holder would need to contact T-Mobile’s Customer Care at 800-937-8997 to provide authorization for T-Mobile to speak with Mr. [redacted] and complete the changes requested. 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.
Andrew S[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:The matter was not handled correctly.  They suspended my lines.  I They caused major inconcenience. Not to mention my bill still isnt right. I have called oscar back and left him message and havent heard back. 
Sincerely,
[redacted]

March 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced account.
In Mr. [redacted]’s most recent letter to your office, he indicates that he is not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage prior to the cancellation of his account on November 8, 2015. It is important that if customers experience any difficulties with the service, 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 coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. As service is never guaranteed, and T-Mobile was not notified by Mr. [redacted] of any difficulties he experienced, and the service was successfully used, it is T-Mobile’s position that charges as valid and owed
T-Mobile records confirm that on December 10, 2015, Mr. [redacted]’s account reflected a balance owed of $257.00. It is important to note that from December 10, 2015 through February 13, 2016, Mr. [redacted]’s account remained with T-Mobile and collection efforts were made by us. As collections efforts failed and a payment was not received, on February 14, 2016, Mr. [redacted]’s account was transferred to AmSher, a third-party collection agency. On February 19, 2016, T-Mobile applied a credit of $257.00 to Mr. [redacted]’s account, reducing the balance owed to zero. In addition, T-Mobile 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 which will take up to 90 days to be reflected. As of the date of this letter, Mr. [redacted]’s account remains cancelled with a zero balance.
In an effort to amicably resolve the matter, on March 30, 2017, T-Mobile issued a refund of $54.51 in the form of a prepaid refund card, to the billing address on file. Mr. [redacted] may expect receipt of the card within ten business days from the date of processing. Should Mr. [redacted] wish to discuss this matter further he may contact me directly at the number listed below or by email at [redacted]@T-Mobile.com.
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