T-Mobile Usa Inc

March 30, 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 22, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’s concerns regarding her equipment charges. As indicated in our response to your office dated March 22, 2017, it is T-Mobile’s position Ms. [redacted] does not qualify for the promotional offer for Equipment Installment Plan (EIP) bill credits and therefore her monthly EIP installments for the LG K7 are being billed correctly.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns T-Mobile offers to allow Ms. [redacted] to return her LG K7 handset directly to my attention within 30 days of the date of this letter at:
Executive Response
Attention: Kimo C[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the handset, T-Mobile will waive the remaining EIP balance in full. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping.
Furthermore, as Ms. [redacted] has indicated she no longer wants to keep the above-referenced account active, on March 29, 2017 T-Mobile has cancelled the account and remaining active lines. As a gesture of goodwill, T-Mobile will waive and credit Ms. [redacted]’s final account balance once her final bill is produced to be dated April 28, 2017 to return her account to 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.
Kimo C[redacted]
Executive Response

February 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] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 9, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to [redacted] satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his billing. T-Mobile records confirm that on December 2, 2016, Mr. [redacted] activated service with mobile number ending in [redacted]. Further records confirm that on December 4, 2016, Mr. [redacted] requested his service be terminated due to no coverage at which time the account was canceled.
Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. If, during that billing cycle, the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advance. A customer is assigned a billing cycle 1-4 days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle; however, any additional usage charges are billed. These usage charges would appear on the customer’s first statement, along with the monthly reccurring service charges for their regular billing cycle.
T-Mobile records confirm that [redacted] first billing statement was adjusted in full in the amount of $76.67. However, the final billing statement included prorated monthly charges from December 2, 2016, through December 4, 2016.
As we want to ensure that our customers are provided the best experience possible, on February 11, 2017, T-Mobile contacted Mr. [redacted] and offered to issue a credit to offset the $8.71 balance. On February 12, 2017, Mr. [redacted] accepted our offer and the account now reflects 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.
Chris L[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I will be contacting t-mobile using the information provided to resolve the matter. I will follow up if possible after contact has been made with a planned timetable for resolution and when all the issues are finalized.  I was unaware of contacts made outside the Revdex.com as this was unintentional to miss those attempts.  I thank them for the planned resolutions and look forward to resolving these issues and a continued business relationship.
Sincerely, *** ***

August 30, 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 August 21, 2017, regarding 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]’s recent contact with our Customer Care.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her handset. T-Mobile records confirm that Ms. [redacted] is subscribed to our Premium Handset Protection (“PHP”) for mobile numbers ending in 6622 and 5207. PHP is a device protection program provided by T-Mobile on behalf of Assurant Solutions. PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions.
Please be advised that under the PHP, Assurant will provide a replacement handset of the same or equivalent model, with a deductible of up to $175.00. However, if Assurant does not have the same make and model in stock, they will replace the current handset with an equivalent make and model. Please note that T-Mobile no longer offers the Loaner Phone Program.
On August 25, 2017, T-Mobile offered to replace Ms. [redacted]’s two handsets with two new LG Aristo devices. Ms. [redacted] confirmed that she received one of the replacements and was expecting the other to arrive shortly and declined the offer. Additionally, T-Mobile offered one month of service and credited $136.13 leaving the account with a zero balance. Ms. [redacted] accepted this offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

March 28, 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 17, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that, at the time of activation, Ms. [redacted] attempted to take advantage of the following promotions:
• Apple Black Friday; and
• Magenta Port-In
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, T-Mobile records reflect that Ms. [redacted]’s trade-in devices were inadvertently returned to the incorrect location using the incorrect shipping label; as such, the account was not enrolled in the Apple Black Friday promotion and did not receive the monthly bill credits. With respect to the Magenta Port-In offer, this promotion was not available to be combined with the Apple Black Friday promotion and therefore Ms. [redacted] was not eligible and subsequently was not mailed the $200.00 prepaid cards. T-Mobile regrets any confusion regarding these offers.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to waive the remaining EIP balance of the four iPhone 7 handsets, totaling $2,336.19 in remaining EIP balance. Additionally, T-Mobile also provided an account credit of $418.55 to bring Ms. [redacted]’s account balance to a valid and owed amount of $350.00 equivalent to unpaid recurring service charges.
Furthermore, T-Mobile has placed an account collection hold through May 1, 2017 to allow Ms. [redacted] time to pay upon this balance, along with updating her rate plan to the T-Mobile ONE all-in rate plan with taxes and fees included in the cost of the rate plan to reduce her monthly recurring service charges. Please note Ms. [redacted] will continue to incur monthly service charges during the account collection hold. Ms. [redacted] has accepted these offers as resolution to her concerns. 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

March 31, 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 March 24, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding her billing. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Alcatel One Touch Pop 7 tablets, and an LG V10 handset.    At the time of purchase, Ms. [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $35.84.   Please be advised 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. When the account was canceled on December 10, 2016, the remaining EIP balance of $669.93 was accelerated and posted to the final billing statement dated January 11, 2017.    As a result of continued non-payment, on January 14, 2017, the account was forwarded to a third-party collection agency, Amsher Collection Services.   As a courtesy, and in an effort to amicably resolve this matter, on March 24, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $669.93 for the accelerated EIP charges 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 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.   Christopher R[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. I conditionally accept based on the full waiver of the "final" bill in question. I will return the LG Pad and charger along with the chat from the representative that assured me that this would not be an issue. Do not close until proof that the final bill has been waived.  Sincerely, [redacted]

October 7, 2015
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile regrets any handset issues that Ms. [redacted] has experienced. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S3 handset on March 25, 2013. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device, which can be extended with a subscription to our Premium Handset Protection feature (PHP) features. Please note that our records confirm that Ms. [redacted] is currently subscribed to PHP, as she points out in her correspondence.
During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program.
Please be advised with each handset purchase a set of Terms and Conditions including the Limited Warranty is provided. Please refer to the Warranty Information which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Alternatively, customers can replace their device through a post-exchange program 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 reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on August 25, 2015, August 28, 2015, and on two different occasions on September 4, 2015.
Pursuant to our conversation with Ms. [redacted] on October 6, 2015, she confirms that she continues to experience concerns with her Samsung Galaxy S3 handset. As such, T-Mobile has offered Ms. [redacted] an alternate exchange option, to a Certified Pre-Owned (CPO) Galaxy S4 device, sent directly from our office. Please note that CPO devices are returned by customers during the buyer’s remorse period but have not been refurbished or remanufactured.
Please note that this device is being offered in exchange for Ms. [redacted]’ like-new Samsung Galaxy S3, which she has agreed to return directly to our office at the address provided below at her own expense, although we have offered to reimburse her shipping costs with proof of purchase.
T-Mobile USA, Inc.
Executive Response
Attn: Kayla J[redacted] Albuquerque, NM 87107
T-Mobile requests that Ms. [redacted] include her account information within the box to ensure the returned device is associated with the proper account. Please note that Ms. [redacted] is pleased with this alternate exchange option, but has agreed to contact our offices should she continue to have concerns with her replacement handset.
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.
Kayla J[redacted]
Executive Response

July 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 July 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any continued Carrier Freedom rebate concerns Mr. [redacted] has experienced. As previously advised in our correspondence to your office dated July 5, 2017, T-Mobile issued a prepaid MasterCard in the amount of $730.44 on June 29, 2017, to Mr. [redacted]’s address of record.
Upon speaking with Mr. [redacted] on July 17, 2017, he verified that he received the prepaid card within the allotted seven to ten business days. 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

June 5, 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 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to her handset exchange. On December 31, 2013, T-Mobile records reflect Ms. [redacted] was provided a Samsung Galaxy Note 3 handset as a one-time courtesy replacement for a Samsung Galaxy Note 2 handset. Please note that handsets purchased through T-Mobile receive a one-year Limited Warranty provided by the manufacturer of the handset. During the Limited Warranty period, Ms. [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.
T-Mobile records confirm Ms. [redacted] is subscribed to our Premium Handset Protection (“PHP”) as of February 4, 2015, which is an extended warranty and also covers but is not limited to, theft, lost, or physical damage. It is important to note that PHP will replace the covered handset with a new or like new handset. Accordingly, pursuant to T-Mobile Policy, Ms. [redacted] has filed claims on various occasions and was sent a new or like new handset.
In Ms. [redacted]’s correspondence to your office, she states that she is covered under the California Lemon Law and requested that her handset be upgraded to an LG V20 at no cost. It is important to note, that T-Mobile is not the manufacturer of the handset; as such, Ms. [redacted] may contact the manufacturer of her handset to discuss any options available to her.
Nevertheless, on May 24, 2017, as a gesture of goodwill and in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to replace her Samsung Galaxy Note 3 handset with a new or like new handset through the Handset Exchange Program. Alternatively, T-Mobile offered to apply an account credit in the amount of $100.00 that could be applied towards the purchase of an LG V20 to cover any upfront costs. Regrettably, Ms. [redacted] respectfully declined both offers. Should Ms. [redacted] decide to accept either offer, she may contact me at the number listed below no later than June 9, 2017.
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]’s contact with our Customer Care. 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.
Carlos T[redacted]
Executive Response

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 Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 30, 2017, regarding the above-referenced account.  T-Mobile regrets any concerns Mr. [redacted] experienced regarding T-Mobile’s Black Friday offer and we appreciate the opportunity to address to his concerns.  As Mr. [redacted] is aware, from November 24, 2016, through November 27, 2016, eligible customers who have the T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan with unlimited data who traded-in a qualifying fully own Apple, Samsung, or LG phone from any carrier were eligible to purchase an iPhone 7 or Samsung Galaxy S7 for free after monthly bill credits.T-Mobile records indicate that on November 27, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 7 Plus devices as well as two Samsung Galaxy S7 devices.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.  At the time of purchase Mr. [redacted] also traded in two Apple iPhone 6s devices as well as two Samsung Galaxy S5 devices to take advantage of the Black Friday trade up offer. Upon speaking with Mr. [redacted] he advised that he sent the trade-in devices to a T-Mobile warehouse and T-Mobile was able to verify that two devices were received and scanned into our inventory.  Unfortunately, due to an inadvertent processing error T-Mobile has no records of the remaining two devices being received by any T-Mobile warehouse.  Regrettably, this would have made Mr. [redacted] ineligible to take advantage of the Black Friday trade up offer causing him to not receive the monthly bill credits as originally agreed upon at the time of the purchase. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on August 8, 2017, T-Mobile agreed to end the EIP loans on Mr. [redacted]’s account for two Apple iPhone 7 devices and the Samsung Galaxy S7 devices and to waive any remaining EIP loan balance for each device.  This change will be effective on Mr. [redacted]’s billing cycle that closed on August 8, 2017.  Mr. [redacted] may verify the EIP loans have ended by visiting www.T-Mobile.com. 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.  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

July 20, 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 6, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards to the condition of his handset. T-Mobile records confirm that Mr. [redacted] purchased a new Samsung S6 64GB edge on June 22, 2016, for $499.99 on our Equipment Installment Plan (“EIP”) reflecting an International Mobile Equipment Identifier (“IMEI”) of [redacted]. At that time, Mr. [redacted] was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $20.84. Based on our investigation of Mr. [redacted]’s account records, we confirmed that the handset was sold in new condition. Furthermore, there are no records to substantiate Mr. [redacted]’s claim that he was sold a Certified Pre-Owned device. Please note that customers have the ability to update the model of handset reflected on their myt-mobile.com account.
Please be advised that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. Please note that Mr. [redacted]’s JUMP! Feature provides full coverage.
It is T-Mobile position that the above reference EIP and cost for JUMP! are valid. 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.
Lauren L[redacted]
Executive Response

September 23, 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 16, 2015, regarding the above-referenced account. 
 
T-Mobile regrets that [redacted] has any concerns with the amount of her monthly billing statements and the late fee.  Please be advised that our Customer Care Representatives are available to our customers from 3:00a.m. PT to 10:00p.m. PT daily and our automated account help system is available 24 hours per day seven days per week.  Our automated system will help a customer to make a payment arrangement without the requirement of speaking with a Customer Care Representative; provided that the account is eligible for a payment arrangement.
 
[redacted]’s billing cycle runs from the 24th of each month through the 23rd of the following month and the bill is due each month on the 16th.  Pursuant to our Terms and Conditions of service, which are available at www.T-Mobile.com, late fees may be charged when a bill is not paid by the due date.  Please be advised that when a customer makes a payment arrangement to pay a bill after the due date, they are securing the account from service interruption and reconnection fees of $20.00 per line of service if they meet the payment arrangement; although a late fee may still be assessed.
 
Our records show that the billing statement in the amount of $96.79 that was due on July 16, 2015 was not received by the due date.  T-Mobile records show that we received a payment in the amount of $48.39 on July 28, 2015 toward the balance that was due on July 16, 2015 and the remaining balance of $48.40 was received on August 4, 2015.   Accordingly, a $5.00 late fee was assessed to [redacted]’s billing statement dated August 23, 2015 for the bill that was due by July 16, 2015.  In addition, the billing statement in the amount of $91.45 that was due by August 16, 2015 was not received by the due date.  T-Mobile received a payment in the amount of $47.52 on August 29, 2015 toward the balance that was due on August 16, 2015 and a payment for the remaining balance in the amount of $45.73 was received on September 7, 2015.  Please be advised [redacted] will have a $5.00 late fee charged to the billing statement that will be dated September 23, 2015 for the bill that was due on August 16, 2015.  We show that the bill that was due on September 16, 2015 was paid on September 15, 2015 and we appreciate [redacted]’s payment. 
 
T-Mobile appreciates [redacted]’s business and as a courtesy, on September 23, 2015, a credit in the amount of $10.00 credit was issued to the account for the $5.00 late fee that was charged to the August 23, 2015 billing statement and for the upcoming $5.00 late fee that will be charged to your September 23, 2015 billing statement.  With the credit that was applied to [redacted]’s account today, the account reflects a $10.00 credit balance, which will appear on her billing statement dated September 23, 2015.   
 
[redacted] subscribes to our Simple Choice Value Unlimited Talk, Text and Data (with up to 1GB of high speed data) rate plan for $50.00 per month and our Simple Choice 5GB Data & Hotspot feature for $20.00 per month.  At this time, [redacted] has one handset that is being paid off with our Equipment Installment Plan (EIP) for $18.00 per month and she has two remaining installments for the LG Optimus L9 handset.  We show that [redacted] subscribes to the optional TeleNav services for $4.99 per month, which is provided by a third party service provider.  With the monthly access charges, EIP, and optional third party TeleNav services, [redacted]’s monthly billing statement is $92.99 per month before any additional usage charges, fees, taxes and surcharges.  T-Mobile reviewed [redacted]’s account and confirmed that she is being billed in accordance to her selected rate plan and services.  If [redacted] would like to make any changes to the account, she may contact Customer Care at [redacted] or she may update her services from her online account at www.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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

February 28, 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 February 15, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced with regards to the iPhone 7 Trade-Up promotional offer. On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who traded-in their fully paid off iPhone 5 or above. Customers that purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7.
Please be advised that those that trade-in an iPhone 6, 6 Plus, 6S, or 6S Plus will receive the phone at no cost after a trade-in credit and monthly EIP bill credits; customers that trade in the iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $250.00. Should customers choose the Plus size model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant.
Additionally, the trade-in device must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion. Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement.
T-Mobile records indicate that on September 9, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 128GB device. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $149.99 and agree to a series of 24 monthly installments in the amount of $30.00.
T-Mobile records confirm that Mr. [redacted] participated in the above referenced promotion on September 9, 2016; therefore should have been eligible to receive a trade-in credit and monthly EIP bill credits to cover the entire cost of the Apple iPhone 7 purchase. T-Mobile records further confirm that we have received the trade in device, which can be confirmed by using the UPS tracking number 1ZE700870375841268. Due to an inadvertent error, Mr. [redacted] has not yet received the trade in credit, nor has he received the monthly EIP bill credits.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to close the open EIP for the Apple iPhone 7 device, leaving Mr. [redacted] no longer financially responsible for the equipment. In addition, T-Mobile has placed adjustments toward the account in the amount of $120.00 which represents the monthly EIP charges that were assessed to the account over the past four months leaving Mr. [redacted]’s account with a credit balance of $120.00. 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

August 5, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 1, 2016, regarding the above-referenced prepaid number. We regret any concerns Ms. [redacted] may have experienced regarding her T-Mobile prepaid account and we appreciate the opportunity to review and address her concerns. T-Mobile records indicate that on June 14, 2016, Ms. [redacted] purchased a 4G Hotspot Z64 for $64.26. Please note that Auto Renew data passes are service options that provide Pay in Advance Mobile Internet customers with monthly Mobile Internet data passes. T-Mobile records indicate that on June 22, 2016, Ms. [redacted] elected our North America 30 Day Auto Renew Pass 2GB for $20.00 per 30 day calendar period. A payment in the amount of $20.00 was remitted to Ms. [redacted]’s prepaid account to activate service and thereafter Ms. [redacted] requested to enable our auto pay feature to automatically withdraw funds for her rate plan. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Prepaid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” On July 12, 2016, the 4G Hotspot Z64 was received and a refund in the amount of $64.26 was issued to Ms. [redacted]. Please note that due to an inadvertent error, Ms. [redacted]’s account was not canceled. As such, on July 23, 2016, the auto pay feature withdrew the amount of $20.00 and it posted to Ms. [redacted]’s prepaid account. On August 3, 2016, upon speaking to Ms. [redacted], T-Mobile canceled her prepaid account and as such, the account remains closed with a zero balance. In an effort to resolve the matter and as a gesture of goodwill, T-Mobile issued a refund via direct deposit in the amount of $40.00. Ms. [redacted] was advised that the funds may take from one to three business days to post to her checking account. Ms. [redacted] was satisfied with the resolution and had no additional 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. Robert R[redacted] Executive Response

February 24, 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 February 13, 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 pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced with regards to the above referenced account status. T-Mobile records confirm that Ms. [redacted] activated the above referenced T-Mobile account on October 31, 2016. At the time of activation Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Edge. Ms. [redacted] was asked to make a down-payment in the amount of $69.99 and a series of 24 monthly installments in the amount of $30.00.
Regrettably, Ms. [redacted] advises that a family emergency arose therefore she was required to leave the country to tend to the emergency. As UPS attempted delivery of the device, and the recipient (Ms. [redacted]) was unavailable, the equipment was returned to T-Mobile.
As T-Mobile was not made aware that Ms. [redacted] was leaving the country, the account was cancelled for non-payment on December 22, 2016. As the account balance of $233.55 remained past due, on February 2, 2017, T-Mobile began the process of enlisting the assistance of a third party to collect the balance. As such, a collection agency fee in the amount of $50.89 was added to the account balance increasing the total outstanding account balance to $284.44, and the account was placed with Enhanced Recovery Services. Furthermore, when Ms. [redacted] returned from abroad, she was instructed that she would have to activate another T-Mobile account, which she did with account number [redacted].
Upon review of the account, and Ms. [redacted]’s correspondence, T-Mobile has issued a credit of $284.44 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 regrets any inconvenience caused 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.
Lupe 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]

December 26, 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 December 19, 2016, regarding the above-referenced account. T-Mobile regrets any billing and handset concerns Mr. [redacted] has encountered. T-Mobile records confirm that Mr. [redacted] billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that Mr. [redacted] payment that was due on October 19, 2016, was not received on time. Additional, review indicates on October 17, 2016, Mr. [redacted] made a payment arrangement on our website and agreed to remit two payments in the amount of $48.26 on October 31, 2016, and $193.05 on November 14, 2016. As payment was not received on the agreed upon date, T-Mobile suspended the account’s ability to place outbound calls on November 3, 2016. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] made a payment later that day on November 3, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. T-Mobile records confirm that Mr. [redacted] billing statement dated November 27, 2016, included the monthly recurring charges for services from November 27, 2016, through December 26, 2016, as well as a charge for the prior month’s rate plan which was a re-rate of charges for service rendered from October 27, 2016, through November 26, 2016. Please note, as Mr. [redacted] was being re-rated for the prior month’s service charges, due to his service being suspended mid cycle, he was going to receive a credit for the prior month’s service charges reflected on the billing statement dated October 27, 2016, once the new billing statement was generated after December 27, 2016. In regards to Mr. [redacted] concerns regarding a replacement device, on November 15, 2016, T-Mobile offered Mr. [redacted] the option to complete a handset replacement through Assurant, T-Mobile’s third-party insurance provider, and when he pays the $175.00 deductible we offered to issue a $100.00 bill credit toward the account to offset the cost of the deductible. This is outlined in our response to your agency dated November 17, 2016, in reference to file number 11825097. Please note at that time Mr. [redacted] declined this offer; however, as a gesture of goodwill, the offer was extended through December 15, 2016, should Mr. [redacted] choose to take advantage of the offer. Please be advised an insurance claim was needed to be filed by December 15, 2016. As a claim was not generated by December 15, 2016, T-Mobile respectfully declines Mr. [redacted] request to honor the previous offer. T-Mobile regrets any inconvenience this may cause. Nevertheless, in an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $207.56 for the rerate in service as well as the restore from suspend fees. Mr. [redacted] account now reflects a remaining balance of $224.86. Please note all future restore from suspend fees on the account will be considered valid and owed. 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. Zachary S[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. T Mobile was very quick to resolve this issue after an email to the CEO, and reached out to me quickly over the phone.Sincerely, [redacted]