T-Mobile Usa Inc

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

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 14, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’s concerns within this response.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with the purchase option price of his JUMP! On Demand (“JOD”) agreement. JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. After which, a customer may choose to return the device or purchase their leased device for the purchase option price.
On August 23, 2015, T-Mobile records indicate Mr. [redacted] initiated a lease for a Samsung Galaxy Note 5 32 GB handset on our JOD lease offer at a total price of $699.99 plus applicable taxes and fees. Mr. [redacted] remitted a capital cost reduction payment in the amount of $516.00 and agreed to 18-monthly lease payments of $0.34. Upon completion of the JOD lease agreement, Mr. [redacted] would have the option to purchase the handset for the purchase option price. It is important to note that Mr. [redacted] contacted Customer Care on November 17, 2015, in regard to processing a JOD upgrade from his current Samsung Galaxy Note 5 32 GB handset to a Samsung Galaxy Note 5 64 GB handset and was advised at that time of the cost and the JOD lease agreement. Please be advised T-Mobile applied a courtesy account credit on November 18, 2015, in the amount of $77.99 to close this Samsung Galaxy Note 5 32 GB JOD lease agreement.
On November 18, 2015, T-Mobile records indicate Mr. [redacted] initiated a lease for a Samsung Note 5 64 GB handset on our JOD lease offer at a total price of $779.99 plus applicable taxes and fees. Mr. [redacted] remitted a capital cost reduction payment in the amount of $577.99 and agreed to 18-monthly lease payments of $1.84. Upon completion of the JOD lease agreement, Mr. [redacted] would have the option to purchase the device for the purchase option price of $167.00 plus applicable tax and fees.
Please be advised that on December 20, 2015, T-Mobile records indicate Mr. [redacted] filed an insurance claim with Assurant, the third-party insurance vendor, which is included in his JUMP! feature. Please be advised that in addition to providing Mr. [redacted] with an extended warranty, T-Mobile’s JUMP! feature also provides handset insurance. It is very important to note that claims are fulfilled by the aforementioned party and carries a deductible to replace the handset, which in Mr. [redacted] mentions in his correspondence to your office. On January 20, 2016, Mr. [redacted] contacted Customer Care to advise that he had not received his replacement device from Assurant. T-Mobile records indicate we replaced the missing handset free of cost, which means although the claim had to be filed through Assurant, we replaced the handset as a one-time courtesy to Mr. [redacted]; however, Mr. [redacted] remained responsible for the lease agreement as agreed for the above mentioned Samsung Galaxy Note 5 64 GB.
Accordingly, upon Mr. [redacted]’s completion of his JOD lease agreement, he will be billed for the purchase option price in the amount of $167.00 plus applicable taxes that he agreed to upon initiating the aforementioned JOD for the Samsung Galaxy Note 5 64 GB.
Nevertheless, as stated above, T-Mobile’s JOD lease agreement affords Mr. [redacted] the option to purchase the handset for the purchase option or return the device to T-Mobile without any penalties or fees. It is important to note the handset must be in good working condition, must turn on, must not have any liquid or physical damage, and must be turned in no later than June 11, 2017. Please note that the leased handset must be returned to a retail location.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. 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.
Carlos T[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 toi me. I do agree with the response,but am.still being charged for Nov.20th- Dec 19th. I received a new bill that includes these dates and a credit, but wa still previously charged. The only changes were the restore fees. I do not believe I shouls pay for Nov 20th- dec 19- being that my lines were cut off. Also I should not have to pay for the returned fee. I provided the CORRECT bank info and thw rep did not put the correct info. Sincerely, [redacted]

April 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. Please be advised that the above file number references a complaint to your office that was resolved on December 12, 2016.
T-Mobile regrets any ongoing concerns Ms. [redacted] has with her rate plan and her attempts to contact the Executive Office. We make every effort to contact our customers at their preferred contact method and time and we apologize that we were not initially able to make contact with Ms. [redacted]; however, on April 18, 2017, we were successful in reaching her.
T-Mobile regrets any continued concerns Ms. [redacted] experienced in regards to the billing on her T-Mobile account. As mentioned on our correspondence dated April 4, 2017, under file number [redacted] the billing statement dated March 23, 2017, reflected a total balance owed in the amount of $605.38. Please note that $308.71 was considered past due.. Ms. [redacted] was assessed monthly access charges in the amount of $296.67 for services rendered from March 23, 2017, through April 22, 2017, as well as, the Lease payments and EIP installments.
Please note that T-Mobile records reflect payments totaling the amount of $253.33 were made from March 24, 2017, to April 3, 2017, resulting in an updated balance of $352.05. In an effort to amicably resolve Ms. [redacted]’s concerns T-Mobile applied a one-time $55.38 credit to Mr. [redacted]’s account further reducing his balance to $296.67 which is due on April 15, 2017.
Based on our findings, it is T-Mobile’s position that Mr. [redacted] is being billed correctly for his selected rate plan, features and equipment. Additionally, in a gesture of good will T-Mobile has applied an executive collection hold to his account until April 30, 2017. T-Mobile regrets any inconvenience to Mr. and Ms. [redacted] and we appreciate their 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.
Juan B[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]

May 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account.
T-Mobile regrets any concern that Mr. [redacted] has experienced regarding his equipment purchase. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care team.
Upon speaking with Mr. [redacted], he confirmed that his concerns were in regards to T-Mobile Customer Service and initial phone and accessory purchases made on April 17th and April 20th of 2017.
T-Mobile records indicate that on April 17, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 handset at a cost of $750.00. At the time of purchase, Mr. [redacted] was required to make a down payment of $30.00 and he agreed to a series of 24 monthly installments in the amount of $30.00.
Additionally, on April 20, 2017, Mr. [redacted] initiated an EIP with the purchase of a Samsung Gear S3 a cost of $399.99. Mr. [redacted] was required to make a down payment of $16.00 and agreed to 24 monthly installments in the amount of $16.00.
Pursuant to our conversation with Mr. [redacted], he indicated that his concerns have since been resolved and he is satisfied with his services and equipment. However, in an effort to amicably resolve Mr. [redacted]’s concerns, on April 24, 2017, T-Mobile applied a one-time courtesy credit in the amount of $100.00 toward the EIP balance for the Samsung Gear S3. Please note this credit reduced the remaining balance owed or the equipment to $283.99, also reducing the 24 monthly installments to 18 installments of $16.00. Please note Mr. [redacted] can confirm these changes by visiting MyT-Mobile.com. 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.
Sharon B[redacted]
Executive Response

February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of...

your correspondence January 29, 2018, regarding your above-referenced file number.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the account and as such, we will not be contacting him regarding his correspondence to your office.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further.  T-Mobile regrets any inconvenience to Mr. [redacted].Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Ally Y[redacted]Executive Response

August 31, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 22, 2015, regarding the above-referenced account. We are pleased to report that the issue has been resolved to Mr. [redacted] satisfaction. We truly apologize that Mr. [redacted] experienced complications with the order that was processed on July 29, 2015, through our Handset Exchange Program for his Samsung Galaxy S 4. With regard to Mr. [redacted] handset, upon receipt we examined it and it was found to have sustained LCD damage, which is not covered under the Limited Warranty. As such, Mr. [redacted] was charged a $400.00 out-of-warranty fee plus $27.00 in taxes. It is T-Mobile’s position that the charges are valid. However on August 27, 2015, T-Mobile contacted Mr. Johnson, and offered to credit the $427.00 charge as a result of Mr. [redacted] excellent history with T-Mobile. Mr. [redacted] accepted this offer as resolution to his concerns. Mr. [redacted] T-Mobile billing statement after the credit reflected the balance of $265.10, for services rendered, applicable taxes and fees. Mr. [redacted] may contact our Customer Care at [redacted] to make arrangement for payment or may remit payment to the address listed on his billing statement. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: When asked how do you credit account that barely has service when service was requested to be disconnected earlier this year. My bill went from the low $100's to over $403.23 the rep placed me on hold several times as I am sure she could't understand the bill herself. Explanation was weak and hen I asked how you charged me and you claim you gave me a credit and it doesn't reflect the question was never answered. 
Sincerely,
[redacted]

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

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

June 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 2, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] experienced regarding our Handset Exchange program. T-Mobile records confirm that on November 2, 2012, Mr. [redacted] purchased a Samsung Galaxy S3 device on the phone line ending in [redacted]. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. As Mr. [redacted] was subscribed to the optional Premium Handset Protection feature this warranty had been extended. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
T-Mobile records confirm that on May 25, 2017, a Handset Exchange was filed and a Samsung On5 was sent to Mr. [redacted] as an alternate equivalent device. T-Mobile has no record of Samsung Galaxy S5 device being offered to Mr. [redacted].
T-Mobile contacted Mr. [redacted] on June 14, 2017, and in effort to amicably resolve this matter offered to provide Mr. [redacted] with an upgrade of his choice at a discount price. Pursuant to the phone conversation Mr. [redacted] ordered a Samsung Galaxy S8 Plus device and T-Mobile agreed to adjust all charges for the equipment except for $450.00 this was equivalent to offering the new device to Mr. [redacted] at half the retail cost. Following the phone conversation Mr. [redacted] advised this matter has been resolved. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted] Executive Response

It appears that a resolution to this complaint has been reached with T-Mobile. A representative with the company contacted me yesterday afternoon and we reached an agreement. I am requesting that this complaint be closed.

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

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. Thank you for helping me resolve this issue. Please help me ensure that this complain will be closed per T-Mobile agreement to credit my account for the cost of the two phones. Have a wonderful day.Sincerely, [redacted]

May 11, 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 April 18, 2017, regarding the above-referenced account. T-Mobile regrets any continued concerns that Mr. [redacted] may have experienced. As T-Mobile mentioned in our previous response, T-Mobile takes account security seriously. Our records show that in April 18, 2017, T-Mobile updated Mr. [redacted]’ address to his current address and requested the One-Time Pin code to be sent via mail. However, our system keeps the previous address on file for 30 days due to sensitive account information. Regrettably, due to an administrative error, Mr. [redacted] was not advised of this. Further records confirm that T-Mobile has been in contact with Mr. [redacted] via email on April 21, 2017, April 24, 2017, May 1, 2017, and on May 4, 2017. On April 30, 2017, Mr. [redacted] provided T-Mobile with his social security card and photo ID. Please be advised that on May 4, 2017, Mr. [redacted] was advised that his new sim card was now active and that he could reach out to T-Mobile with any concerns with his new sim card. On May 4, 2017, Mr. [redacted] confirmed that he would test the new sim card and would let T-Mobile know if there were any further concerns. 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.Chris L[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

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

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

(“T-Mobile”) is in receipt of your correspondence dated December 4, 2016 regarding the above-referenced account. We regret any concerns to Mr. [redacted] regarding our device and rate plan promotions and we appreciate the opportunity to address them. Our 2016 Friends and Family 2 Lines On Us promotion stipulated from November 18, 2016, to November 22, 2016, eligible customers who have or activated two voice lines on T-Mobile ONE or Simple Choice rate plans could get up to two additional lines for free. Customers would get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the account. Our records indicated Mr. [redacted] has two active T-Mobile accounts. On November 24, 2016, Mr. [redacted] activated new line of service with mobile number ending in [redacted] under his account number [redacted]. Later, on November 27, 2016, Mr. [redacted] activated two additional Mobile Internet lines with number ending in [redacted] and [redacted] and another voice line with the number ending in [redacted]. As such, two out of the four new lines of service would be eligible to receive the monthly credits to cover the cost. In our conversation with Mr. [redacted], he stated that he should have only had two lines added not four. As such, in an effort to resolve Mr. [redacted]’s concerns on December 20, 2016, T-Mobile cancelled the lines of service ending in [redacted] and [redacted]. Additionally, T-Mobile applied a credit of $165.51 for service charges on the before mentioned lines of service. On Mr. [redacted]’s account number [redacted], we confirmed that on November 27, 2016, the mobile number ending in [redacted] and a Mobile Internet line of service ending in [redacted] were activated. The Mobile Internet line ending in [redacted] was placed on our T-Mobile ONE Tablet rate plan while the voice line ending in [redacted] was added to Mr. [redacted]’s existing Simple Choice Family voice plan. As such, Mr. [redacted] was also eligible for our 2016 Friends and Family 2 Lines On Us promotion for the additional lines of service. However, the eligible bill credit for a Mobile Internet line can be up to a maximum of $25.00 which would not cover the entire cost of Mr. [redacted]’s Mobile Internet line service. In order to resolve Mr. [redacted]’s concerns, on December 27, 2016, the Mobile Internet line ending in [redacted] was converted into a voice line so that it meets the eligibility under the promotion. The 2016 Fall LG Smartphone Offer from October 21, 2016, to November 29, 2016, customers who signed up for the new T-Mobile ONE or qualifying rate plan and purchase a qualifying LG device on our Equipment Installment Plan (“EIP”) can receive a discount on the device via monthly bill credits. Also, the LG G Pad On Us entails that from November 24, 2016, to November 29, 2016, customers who sign up for a 6 GB or higher Mobile Internet plan can get a free LG G Pad X or G Pad F when purchasing on EIP via monthly credits. T-Mobile records indicate on November 29, 2016, Mr. [redacted] took advantage of our EIP program and purchased an LG G Stylo 2 Plus handset and an LG G Pad X tablet. Mr. [redacted] remitted payments of $18.00 on the LG G Stylo 2 Plus device and $48.00 on the LG G Pad X tablet as down payments. After further review, we have confirmed that although Mr. [redacted] qualified for both promotion offers, the promotions could not be combined. As such, on January 1, 2017, Mr. [redacted]’s account [redacted] received the first credit installment of $7.92 under the 2016 Fall LG Smartphone Offer but will not receive the monthly credits for the LG G Pad On Us promotion as the offers could not be combined and the line of service ending [redacted] has been converted to a voice line hence making it ineligible. We regret any inconvenience this matter has caused. Nonetheless, in an effort to resolve Mr. [redacted]’s concerns we agreed to allow him to return both the LG G Stylo 2 Plus device and the LG G Pad X tablet back to T-Mobile for a full refund. Our records confirm T-Mobile is in receipt of Mr. [redacted]’s devices and on January 5, 2017, T-Mobile has closed the EIP balances associated with the devices returned and will process a refund of $48.00 for the LG G Pad X and $18.00 for the LG G Stylo 2 Plus device within ten business days. Mr. [redacted]’s accepted all offers as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

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