T-Mobile Usa Inc

March 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 9, 2016, regarding the above-referenced account. T-Mobile is pleased to report that this matter has been resolved. T-Mobile regrets any frustration caused to Mr. [redacted] with regards to T-Mobile coverage and his payment refund. On February 22, 2016, Mr. [redacted] activated with T-Mobile under Prepaid Service and remitted a payment of $65.00 for the billing period from February 23, 2016, to March 23, 2016. T-Mobile Prepaid Terms and Conditions state that Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balances. Additionally, we regret any coverage issues Mr. [redacted] may have experienced and are working diligently on network improvements throughout the U.S. Our goal is to provide our customers with the best experience possible, but unfortunately, T-Mobile is unable to guarantee coverage in all areas. Although it is T-Mobile’s position that Prepaid Service is non-refundable, in an effort to amicably resolve this matter, on March 14, 2016, T-Mobile agreed to provide Mr. [redacted] a Visa Prepaid debit for the amount of $65.00. Mr. [redacted] agreed to this offer as a resolution and will receive the Visa Prepaid card in seven to ten business days. 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. Cesar R[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 6, 2017, regarding the above-referenced account. T-Mobile records show that the account holder of record is [redacted], and she has named [redacted] as an authorized user. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets to hear of any concerns that Mr. [redacted] experienced regarding his replacement devices. T-Mobile records reflect that Mr. [redacted] leased a Samsung Galaxy S8 Plus on June 7, 2017, on mobile number ending in [redacted] utilizing JUMP! On Demand. JUMP! On Demand is the perfect program for customers who like to get the newest device as it provides them the opportunity to upgrade their device for a new one up to three times per 12 months by turning in their original device and entering into a new lease for the upgrade. At the end of the 18 month term period, customers can return the device, upgrade to a new device or, if they have decided that they wish to own it, can do so by paying the purchase option price.
By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device, so long as the device does not have physical or liquid damage. Mr. [redacted] is 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. Regretfully, Mr. [redacted] indicted that both of the replacements provided to him under T-Mobile’s Handset Exchange Program were not in working condition.
In an effort to amicably resolve the matter and upon speaking with Mr. [redacted] on July 13, 2017, T-Mobile offered Mr. [redacted] an LG V20 free of charge to be delivered to his billing address via UPS Expedited Next Day Shipping. T-Mobile also offered to close the lease on Mr. [redacted]’s Samsung device upon receipt of the device at our office. Mr. [redacted] was provided with the address to return his device to.
Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved, and has no further concerns. T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate his business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted] Executive Response

Kayla (T-Mobile) and to whom it may concern at the Revdex.com,
 
I wanted to make some clarifications on Kayla's reply and the intent of complaint #[redacted]. There's a slight correction that should be made. I opened one line on April 13, 2016 to test T-Mobile's services and with satisfactory results contacted customer service on April 30, 2016 to inquire about the logistics of transferring 11 lines from [redacted], and that's when they added 11 extra lines to my account without my consent and back dated my bill charges for the 11 lines to April 13, 2016. The erroneous bill and an unfulfilled promise to fix and compensate these errors were highlighted and addressed on a different Revdex.com complaint, #[redacted]. The complaint was later updated to reflect the resolution that took 8+ hours of contact with T-Mobile's customer service via Facebook chat. I emailed the Revdex.com to update the complaint accordingly due to the resolution. Now, the current complaint in question, #[redacted], was to highlight the horrid customer service provided throughout this ordeal. This was to point out that it should have not taken 3+ weeks to get a proper resolution, nor should it have taken more hours speaking to customer service than the hours that I spend at school on a weekly basis. There was not a specific desired outcome for this complaint, but wanted to bring to attention my horrid experience with T-Mobile's customer service. Since my submission of this complaint, Kayla, from T-Mobile, has contracted me and helped me through the process and addressed all my concerns in a manner that has given returned my faith for great customer service with T-Mobile services.
 
Thank you Kayla and thank you representatives of the Revdex.com. 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 ONLY WITH THESE CONDITIONS.
I have spoken with Mr. H[redacted]. I would not like for this complaint to be closed until all is resolved.
In addition, I will be mailing the phone tomorrow (within the 30 days) and will let Mr. H[redacted] know via email & phone when this is done. Also, I will pay the $600 for changing my service and I need a mailing address to mail that payment to and make sure that nothing has been reported on my credit. If anything has been reported on my credit, I will forward this information to pursue getting that corrected/resolved. Sincerely, [redacted]

June 5, 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 May 25, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of record is [redacted] and that [redacted] has been designated as an authorized user.
T-Mobile regrets any payment difficulties Mr. [redacted] may have experienced. On May 16, 2017, Ms. [redacted] was sent a billing statement in the amount of $350.00 which consisted of a past due balance of $109.52 as well as new monthly recurring charges of $240.48, with a due date of June 9, 2017.
T-Mobile records indicate the following payments were received by T-Mobile;
• $109.52 on May 19, 2017;
• $100.00 on May 19, 2017; and
• $9.52 on May 25, 2017.
Please note that the payments above reduced Ms. [redacted]’s balance to $240.48. However, as indicated in Mr. [redacted]’s letter to your office, the las two payments totaling $109.52 were made in error. In an effort to resolve Mr. [redacted]’s concerns, on May 22, 2017, T-Mobile processed a refund to the original payment method of the payment remitted on May 19, 2017, which can take up to three business day to be completed.
After speaking with Mr. [redacted] on May 2, 2017, he confirmed that the refund was received. As of the date of this correspondence, Ms. [redacted]’s account reflects a balance of $240.48 due on June 9, 2017. T-Mobile regrets any inconvenience to Mr. [redacted] and 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.
Ronnie A[redacted]
Executive Response

July 13, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 1, 2017, regarding the above-referenced account.  Please note T-Mobile has resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile regrets any concerns Ms. [redacted] experienced with T-Mobile’s retail location and the service she was provided leading to additional account and device concerns.  On May 18, 2016, Ms. [redacted] activated the above referenced account at a T-Mobile retail location, with two lines ending in [redacted] and [redacted]. Please note that when activating a postpaid account with T-Mobile, customers are required to provide their social security number and photo I.D. to run a credit check.  The credit check approves the activation, as well as the amount of lines a customer is eligible for and if there is a requirement of deposit to be paid prior to activation.  However, due to an inadvertent administrative error, Ms. [redacted]’s social security information was not reflected correctly on her account.  T-Mobile apologizes for any inconvenience to Ms. [redacted].   T-Mobile records indicate that on May 17, 2017, Ms. [redacted] inquired about filing an insurance claim for the line ending in [redacted] with the insurance provider Assurant Solutions, Inc. (“Assurant”).  Please note the line was covered under JUMP! 2 at a cost of $12.00 per month.  The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.  Regrettably, Assurant was unable to confirm the identity of Ms. [redacted] due to not having an accurate address or social security number on her account from her activation.    Please be advised that T-Mobile bill cycle dates are established based on the date of account activation.  Ms. [redacted]’s account reflects that the bill cycle runs from the 19th of the month to the 18th of the following month and the respective due date is the 11th of each month.  Please note that customers are eligible for bill cycle date changes if the requirements are met.  Ms. [redacted] met all requirements, however, our records do not show a request to change the cycle dates.    T-Mobile records indicate that Ms. [redacted]’s account has been suspended a total of eight times since the account was activated for failed payment arrangements.  Payment arrangements are a courtesy extension to a customer’s bill due date.  Arrangements range from a one-time installment due within ten days or multiple installments with intervals due in seven to fourteen days.   T-Mobile records indicate that on October 2, 2016, December 19, 2016, February 9, 2017, March 11, 2017, April 27, 2017, May 13, 2017, June 6, 2017, and June 27, 2017, payment arrangements that were made with Ms. [redacted] with regard to her outstanding balance were not paid on time.  On each occurrence, the payment arrangement was suspended. Please note that if a customer defaults on a payment arrangement that has been agreed to, collection activity automatically resumes on the account.  This means that the account may be suspended, cancelled or assigned to a third-party collection agency.  As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls.    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 Ms. [redacted] made payments to reactivate, the account was assessed a $20.00 restore from suspension fee per line of service on each of the eight occasions referenced above, for a total of $640.00 since the account activation.  It is T-Mobile’s stance that these charges are valid.   However, in efforts to amicably resolve Ms. [redacted]’s concerns, T-Mobile has agreed to apply a one-time credit to Ms. [redacted]’s account for the insurance on line ending in [redacted] from the date of activation through current date, in the amount of $214.00.  In addition a credit was placed to Ms. [redacted]’s balance in the amount of $359.94, to cover half of the restoral fees and to bring her balance to zero.  Furthermore, T-Mobile assisted Ms. [redacted] in providing a bill cycle date change, from the cycle close date of the 18th to the close date of the 24th, restructuring Ms. [redacted]’s due date to the 17th of each month.  Finally, T-Mobile has assisted Ms. [redacted] in assigning the correct social security number on her account. 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.   Juan C[redacted] Executive Response

March 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 March 6, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to receiving his final billing statement. T-Mobile records confirm that Mr. [redacted] ported his mobile numbers out to another carrier on February 17, 2017 closing his account. On February 27, 2017 his final billing statement was generated and mailed to his physical address on file.
Please be advised that, per the conversation with Mr. [redacted] on March 14, 2017, he confirmed he has received his final billing statement and has submitted it to [redacted] for reimbursement. T-Mobile regrets an 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.
Oscar T[redacted]
Executive Response

December 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 November 29, 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 her concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced. T-Mobile records indicate on November 9, 2016, Mr. [redacted] activated additional lines ending in [redacted] and [redacted]. Please be advised that Mr. [redacted]’ current rate plan is our Simple Choice Family 6 lines for $120.00 before taxes includes unlimited talk, 2.5 gigabytes (“GB”) high-speed data, messaging and smartphone mobile hotspot. Additionally, the plan includes T-Mobile’s amazing Uncarrier moves; Simple Global and Stateside International unlimited texting, Music Freedom Streaming and Mobile without Borders. T-Mobile records indicate that Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering and has multiple active EIPs on his account. 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. All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments. Please note that as each EIP is are paid in full, Mr. [redacted] will have more available credit to finance additional equipment. Mr. [redacted] was advised when he activated the lines ending in [redacted] and [redacted] that he did not have enough available credit to finance new equipment, due to the multiple active EIPs on his account. As such, T-Mobile respectfully declined Mr. [redacted]’ request to increase his credit line as it is based on his initial activation. Our records indicate on November 12, 2016, Mr. [redacted] chose to port the newly activated lines to another provider. Nevertheless, in an effort to amicably resolve Mr. [redacted]’ concerns on December 6, 2016, T-Mobile applied a $43.00 credit towards his account balance. This credit reduced Mr. [redacted]’ balance to $956.47 due December 23, 2016. T-Mobile regrets any inconvenience Mr. [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. Sharon B[redacted] Executive Response

July 7, 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 that Mr. [redacted] has additional concern regarding the matter. As shared in our previous correspondence, while Mr. [redacted]’s account balance was valid and owed, as a gesture of goodwill, we credited the balance due leaving an account balance of zero. As no information was reported to any credit agency regarding Mr. [redacted]’s account, there was no update needed.
As also shared, when the account is cancelled, the online access is also cancelled and the customer is then mailed a paper statement as was the case with Mr. [redacted]. Additionally, Mr. [redacted] acknowledged in our conversation that he received the paper statement enabling him to review his final balance and make the payment due. Customers are unable to make a payment via www.T-Mobile.com once the account is cancelled. However, they may still make a payment via our Customer Care department, by mail or in a retail location. 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.
David T[redacted]
Executive Response

September 4, 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 August 28, 2015 regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] is listed as an authorized user on Mr. [redacted]’s T-Mobile account.  Please be advised that we have made several attempts to contact Ms. [redacted] at the number provided on the correspondence, however, our attempts have been unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. 
 
T-Mobile regrets any concerns Mr. [redacted] had when he switched his wireless service to T-Mobile and attempted to take advantage of our offer to reimburse early termination fees from other carriers.  Mr. [redacted]’s T-Mobile account was activated on June 14, 2015, with two lines of service.  At that time, Mr. [redacted] submitted a request for reimbursement for two devices traded-in at the time of activation.  Our records indicate that the requested documentation was received, however the submission was denied due to Mr. [redacted] having received an ETF reimbursement previously. 
 
Upon further review T-Mobile found that the two mobile numbers in question had been previously active with T-Mobile in 2014 under Ms. [redacted]’s name and reimbursement had been provided at that time for early termination fees associated with those mobile numbers.  It is important to note that under the Reimbursement Program, there is a limit of one submission per line.  This information is provided on the reimbursement website at www.switch2t-mobile.com. 
 
On September 2, 2015 T-Mobile reached out to our Reimbursement Team at which time T-Mobile found that the most recent submission was for the cost of a Device Payment Plan.  As a gesture of good faith T-Mobile agreed to provide the requested reimbursement in the amount of $523.87.  Ms. [redacted] should expect to receive the prepaid MasterCard within 15 days.  Ms. [redacted] has been advised that she would not be eligible for any further reimbursements related to this program.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention. 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Mercedes B[redacted]
Executive Response

November 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 14, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding the coverage in her location and final monthly billing statement. 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 attempts to contact with our Executive Response Team. T-Mobile is unable to guarantee coverage in all locations and regret to see our service was not satisfactory for Ms. [redacted]’s needs. T-Mobile records indicate on October 6, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 device and an Apple iPhone 6s device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On October 14, 2015, Ms. [redacted] took advantage of another EIP for an Apple iPhone 6s device and on June 6, 2016, for an Apple iPhone 6s Plus device. It is important to note that if an account goes into a cancelled status, the EIP balance will be accelerated and due immediately. T-Mobile records indicate on September 7, 2016, our Executive Response Team offered for Ms. [redacted] to return the above referenced devices and T-Mobile will waive what is owed for the remaining monthly installments. On September 14, 2016, Ms. [redacted] cancelled her T-Mobile account by porting her numbers to another carrier. T-Mobile records indicate the devices were received at our office September 23, 2016. Ms. [redacted]’s final monthly billing statement was in the amount of $1,841.13 and consisted of the remaining equipment balances for the devices and monthly access charges for the billing period from September 7, 2016, through September 14, 2016. In an effort to resolve this matter, T-Mobile has placed an adjustment in the amount of $1,841.13. Ms. [redacted]’s account remains closed with 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. Jennifer G[redacted] Executive Response

July 3, 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 June 21, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns to Ms. [redacted] with regards to her T-Mobile account.  It is important to note that we have no record that T-Mobile advised Ms. [redacted] that a monthly payment of $108.00 would keep her account active. However on March 15, 2017, as a courtesy, T-Mobile extended a collection hold through May 8, 2017, and noted that as long as Ms. [redacted] made consistent payments of the monthly billed charges or more until the account balance is brought current, her account would not be forwarded to a third-party collection agency.    Our records indicate that on May 4, 2017, and May 25, 2017, Ms. [redacted] remitted two payments totaling $216.00 bringing her balance to $728.65 which has been calculated by combining unpaid monthly service charges prior to June 6, 2017, in the amount of $635.42, and monthly Equipment Installment Plans (“EIP”) charges, monthly access charges, and late fees for the billing period of June 7, 2017, through July 6, 2017 in the amount of $93.23.    Please note as the above-mentioned collection hold had expired and Ms. Milonovic’s T-Mobile account was in a past due status, her account was suspended on June 12, 2017.  It is important to note that Ms. [redacted]’s T-Mobile account was not referred to an outside collection agency as she indicated in her complaint.    On June 26, 2017, in an effort to amicably resolve this matter, T-Mobile offered to extend a collection hold through December 26, 2017, I order to give Ms. [redacted] ample time to pay his  past due balance while incurring current charges for her open line.  In addition, her account was restored from suspension.  Ms. [redacted] was satisfied with the above offer as a 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.   Cesar R[redacted] Executive Response

April 13, 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 February 20, 2017, regarding the above-referenced account.  Mr. [redacted] has been designated by Mr. [redacted] as an authorized user on the account.   T-Mobile regrets that Mr. [redacted] still has concerns with our iPhone 7 Trade-Up offer.  T-Mobile confirmed that the mobile number ending in 9140 has been given an exception for the offer and that the credit in the amount of $20.21 was issued properly toward the EIP installment on the billing statement dated March 24, 2017.   Please be advised that T-Mobile contacted Mr. [redacted] on April 12, 2017 and he stated that the mobile number ending in [redacted] did not receive the iPhone 7 Trade-Up offer.  Please note that this line of service did not purchase the handset during the time frame offered as the account is not enrolled in a qualifying T-Mobile ONE rate plan or a Simple Choice rate plan with Unlimited Data, which was required for all upgrades starting September 15, 2016.  The mobile number ending in [redacted] upgraded on September 17, 2016 and did not meet the terms of the offer due to the rate plan on the account.   Nevertheless, as a gesture of goodwill, T-Mobile issued a final exception to the account and honored the monetary value of our 2016 iPhone 7 Trade0Up offer, which is a total monetary value of $649.99.  When the mobile number ending in [redacted] traded in an iPhone 6 16 GB handset, the account received a trade-in credit in the amount of $165.00 on October 19, 2016.  On October 26, 2016, January 7, 2017 and again on March 9, 2017, the mobile number ending in [redacted] received a credit in the amount $27.09 on each aforementioned date toward the EIP balance as a gesture of goodwill.  Finally, on April 12, 2017, T-Mobile issued a credit in the amount of $403.74 toward the EIP balance for the Apple iPhone 7 handset associated with the mobile number ending in [redacted].  The remaining EIP balance for the Apple iPhone 7 handset associated with the mobile number ending in [redacted] is $110.81 and will be billed via monthly EIP installments until it is paid off, which will be four payments of $27.09 and the final and fifth installment will be $2.45.    As of April 13, 2017, the mobile number ending in [redacted] has now received a total monetary value of $649.99 for our iPhone 7 Trade-Up offer as outlined 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.   Ally Y[redacted] Executive Response

September 30, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 24, 2016, regarding the above-referenced account.  Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address his concerns within this letter and will continue to work with Mr. [redacted] to resolve this matter.
 
We are sorry to hear that Mr. [redacted] has a dispute regarding his payment in the amount of $227.21. According to our records, on May 9, 2016, Mr. [redacted] completed and online order for an Apple iPhone 6S Plus with 64 gigabytes of memory our Equipment Installment Plan (“EIP”). 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 installments. 
 
At the time of purchase, Mr. [redacted]’s was required to make a down payment in the amount of $129.99, $20.00 for a SIM card starter kit and $77.22 taxes on the full retail price, for a total of $227.21.  Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $30.00, which appeared on the first bill following the purchase of the device. 
 
Regrettably, on June 23, 2016, T-Mobile received notification from Master Card that the equipment purchase ordered on May 9, 2016, had been returned unpaid to T-Mobile with a reason code of 'Unauthorized Purchase'. As a result, a returned credit card payment in the amount of $227.21 had been placed on the account as well as a $20.00 insufficient fund charge.
 
However, T-Mobile records reflect that we received a second notification on June 30, 2016, from Master Card that the returned credit card payment issued for $227.21 on May 9, 2016, and processed on June 23, 2016, has been reversed. As a result, the equipment charge for $227.21 and the $20.00 insufficient fund charge were adjusted from the account.
 
As Mr. [redacted] was unaware that the charges were reversed, on July 5, 2016, he made a one-time payment to his T-Mobile account in the amount of $227.21. We apologized for the inconveniences this caused Mr. [redacted].
 
Our records further reflect, on August 24, 2016, we received a third and final notification from Master Card that the equipment purchase had once again been returned unpaid to T-Mobile with a reason code of 'Unauthorized Purchase'. As a result, a returned credit card payment in the amount of $227.21 and a $20.00 insufficient fund charge had been placed on the account. 
 
Unfortunately, T-Mobile has not yet received Mr. [redacted]’s fax regarding his disputed payments, however, we would like the opportunity to resolve his concern and as such;  T-Mobile asks that he sends the unaltered Master Card statements dated May 9, 2016 through August 24, 2016, with running balances via fax to 505-998-3796 ATTN: ERT/Christina S or email to [redacted].  Once the documentation is received T-Mobile will investigate Mr. [redacted]’s concerns and ensure that we provide a quick resolution.
 
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.
 
Christina S[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Iwas not told that I had an unpaid balance upon the orginal request. The bill was paid that I had at that time of $96.00 at an office location of 30th and King Drive. I found out that there was a lock placed on my phone when the new cellar carrier attempted to insert their SIM card. I made at least 3-4 calls to customer service stating that a request was be made and within 1-2weeks I would receive the information to remove the block off the phone. During those numerous calls with T-mobile none of their customer service personnel mention that there was an unpaid bill. I took it upon myself after two weeks to go o line for support services at which time I was informed that there was a bill of 115.00 and that upon receipt of Bill being paid the block would be removed. A copy was made of this monies due was taken to T-mobile and paid. An employee spoke with a customer representative was informed that there was an application to unblock the phone.  T-MoT-mobile never and I repeat never with the number of call I made ever mention about any monies due in order to have cell unblocked. I went 2 weeks working on this situation that could have been resolved the same day that I paid the bill the 1st of July.

November 8, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account.  We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
 
T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family.  We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission.  As Mr. [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. 
 
For new customers who seek 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 reflect that Mr. [redacted] received a trade-in credit of $265.00 at the time of activation and, based on the amount owed to his prior carrier and approval of his reimbursement request, he was sent a prepaid card in the amount of $141.12 for the balance of the equipment installments charged by his prior carrier.
 
T-Mobile records confirm that Ms. [redacted] activated her T-Mobile account on September 17, 2016, with mobile number ending in 3952 and that he traded- in an iPhone 6s with 64GB of memory device from which he accepted a trade-in credit in the amount of $265.00.  In reviewing Mr. [redacted]’s final billing statement with his previous service provider, we can confirm that his cancelation equipment charges totaled $406.12.  It is T-Mobile’s position that Mr. [redacted] received a full reimbursement based on the Carrier Freedom promotion guidelines.  On November 5, 2016, T-Mobile contacted Mr. [redacted] to discuss the information presented above.  As a courtesy, and in an effort to amicably resolve this matter, T-Mobile offered an additional refund in the amount of $132.50 in the form of a prepaid card, which Mr. [redacted] accepted as full resolution to his concerns.  Please allow seven to ten business days for delivery. T-Mobile regrets any inconvenience to Mr. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Maggie R[redacted]
Executive Response

April 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 April 13, 2017, regarding the above-referenced account.
Please be advised that we have made several attempts to contact Mr. [redacted] regarding his ongoing concerns, which have proven unsuccessful. Unfortunately our office has not received calls from Mr. [redacted]; however we have made attempts to reach Mr. [redacted] by phone call and have left an email as well providing contact information.
T-Mobile regrets any concerns Mr. [redacted] has regarding our Smartphone Equality program. Part of the eligibility requirements for our offer is that customer’s must pay their bills on time for 12 consecutive months, starting with the current month. In order to qualify for the program as of this month, Mr. [redacted]’s account for example would have needed 12 on time payments from April 2016 through April 2017. Any late payments will reset the timer. T-Mobile records indicate that there have been late payments on the bills due on March 4, 2017 and April 4, 2017. As such, Mr. [redacted]’s account is no longer eligible for the Smartphone Equality.
T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted]; therefore, he may contact me at the number below if he would like to further discuss this matter. 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.
Jamen F[redacted]
Executive Response

August 2, 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 July 25, 2016, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Mr. [redacted], however our attempts have been unsuccessful. Therefore, T- Mobile will attempt to address Mr. [redacted]’s concerns via this letter to your office. T-Mobile makes every effort to provide complete and accurate information to our customers on each interaction. We apologize if any employee failed in any way to display that during Mr. [redacted]’s recent contact with our third party retail location. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 Edge handset on June 8, 2016. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device, which can be extended with the addition of an optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Mr. [redacted] is 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. Assurant Solutions Inc. (“Assurant”) offers the PHP insurance that Mr. [redacted] has chosen on his account. The PHP covers handsets in the event of loss, theft, accidental damage or malfunction. The deductible that Assurant assesses is non-refundable and payable at the time a repair or replacement is approved. This deductible applies to each filed and approved claim, and does not reduce the limit of insurance. Please note that the program terms of coverage are provided electronically or mailed to the customer by Assurant. A brochure describing the program is also available in T-Mobile stores or online at http://myPHPinfo.com. Mr. [redacted] has an open PHP Claim ID: [redacted], with Assurant. Mr. [redacted] may visit www.myPHPinfo.com, or contact Assurant at 866-866-6285, with any questions regarding the claim or to complete his claim. In an effort to resolve this matter amicably, T-Mobile applied a one-time courtesy account credit of $175.00 to offset the deductible required to complete the insurance claim. The account credit results in a credit balance of $25.52, reflected on the account. Please note that Mr. [redacted] will be responsible for the deductible going forward on any other lost or damaged handsets. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business. 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. Pancho Q[redacted] Executive Response

June 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 June 19, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Ms. [redacted] has been designated as an authorized user of the account. We regret Ms. [redacted]’s experience with the use of her handset. T-Mobile records reflect that Ms. [redacted] upgraded to a Samsung S6 Edge Plus handset on December 12, 2015, using T-Mobile’s JUMP! On Demand lease program. Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand 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. By leasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange 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 February 27, 2016 and on March 6, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile will allow Ms. [redacted] to return her Samsung handset directly to my attention within 30 days of the date of this letter at: T-Mobile USA Inc. Attention: Kimo C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the active equipment installment balance in the amount of $539.99. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Ms. [redacted] should include her account information with the device to ensure proper account credit. Additionally, upon receipt of the handset, T-Mobile will apply a credit of $129.99 towards Ms. [redacted]’s T-Mobile account 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

May 22, 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 May 12, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] regarding his handset and his experience in obtaining a replacement device. 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.
We do regret if Mr. [redacted] was advised that he wouldn’t qualify for Limited Warranty exchange because of the physical inspection of the equipment which led to him completing an insurance claim and the remittance of a $175.00 deductible.
Review of our records confirms that Mr. [redacted]’s insurance replacement was delivered on May 10, 2017. In an effort to amicably resolve this matter, T-Mobile has agreed to apply a bill credit to the account in the amount of $175.00. As such, the account reflects a credit balance $175.00. 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.
Martin G[redacted]
Executive Response