T-Mobile Usa Inc

April 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 19, 2017, regarding the above-referenced account. T-Mobile records indicate that [redacted] is the account holder and that he has designated [redacted] as an authorized user on the account.

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

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

May 9, 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 May 4, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has resolved all of Mr. [redacted]’s concerns to his satisfaction. T-Mobile records indicates on November 21, 2014, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an Apple iPhone 6 Plus Space Gray 64GB device and agreed to pay installments of $31.25 for 24 months on the line of service ending in [redacted]. Also, Mr. [redacted] purchased an Apple iPad Mini 16GB Space Gray on EIP and agreed to pay monthly installments of $21.00 for 24 months on the line of service ending in [redacted]. Sadly, on January 28, 2015, Mr. [redacted] cancelled services on the number ending in [redacted] by porting his number out to a different provider; however the line of service ending in [redacted] remained active and continued to accrue monthly charges. Our records indicate the Apple iPhone 6 Plus Space Gray 64GB device with International Mobile Equipment Identifier (“IMEI”) [redacted] was last used on February 25, 2015. Further review shows Mr. [redacted] was charged 15 monthly installments of $31.00 for a total of $465.00 after the device was returned to T-Mobile. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. To resolve this matter amicably, on May 5, 2016, T-Mobile applied a credit of $465.00 to Mr. [redacted]’s account. As Mr. [redacted] had an open balance of $142.01 on his account, we agreed to provide a refund for the difference of $322.99 in the form of prepaid card. However, Mr. [redacted] also requested to cancel the line of service ending in [redacted] as he does not use it and we complied with his request. Mr. [redacted] requested to use the offered credit to cover the remaining $21.00 EIP balance on the Apple iPad Mini 16GB Space Gray bringing his refund down to $301.99 total. We also closed the EIP plans on all devices and will do an additional follow up on May 26, 2016, to ensure no additional charges are billed to Mr. [redacted]. Mr. [redacted] accepted the refund as resolution to his concerns and his account remains cancelled with a revised balance of zero. 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 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 17, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that, at the time of activation, Ms. [redacted] attempted to take advantage of the following promotions:
• Apple Black Friday; and
• Magenta Port-In
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, T-Mobile records reflect that Ms. [redacted]’s trade-in devices were inadvertently returned to the incorrect location using the incorrect shipping label; as such, the account was not enrolled in the Apple Black Friday promotion and did not receive the monthly bill credits. With respect to the Magenta Port-In offer, this promotion was not available to be combined with the Apple Black Friday promotion and therefore Ms. [redacted] was not eligible and subsequently was not mailed the $200.00 prepaid cards. T-Mobile regrets any confusion regarding these offers.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to waive the remaining EIP balance of the four iPhone 7 handsets, totaling $2,336.19 in remaining EIP balance. Additionally, T-Mobile also provided an account credit of $418.55 to bring Ms. [redacted]’s account balance to a valid and owed amount of $350.00 equivalent to unpaid recurring service charges.
Furthermore, T-Mobile has placed an account collection hold through May 1, 2017 to allow Ms. [redacted] time to pay upon this balance, along with updating her rate plan to the T-Mobile ONE all-in rate plan with taxes and fees included in the cost of the rate plan to reduce her monthly recurring service charges. Please note Ms. [redacted] will continue to incur monthly service charges during the account collection hold. Ms. [redacted] has accepted these offers as resolution to her concerns. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Kimo C[redacted]
Executive Response

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

Complaint: [redacted]I am rejecting this response because:  although I thoroughly appreciate the credit of $400 I do not have the means to pay $290 for the remainder of my phone. As previously stated, I was told by the T-Mobile associate that the plan that I had was in fact an eligible plan for the equipment credit. I was also told when I purchased my phone at the location that I was in fact eligible based on the current plan that I had. Two different T-Mobile Associates informed me that my plan was eligible and then I would not need to make any changes. T-Mobile then came back and said I was ineligible. This is completely unacceptable. I also have a text message from T-Mobile stating that the credits would be taking place on my account. I am preparing my demand letter for the credit of the $290. If you waive it here that would be fabulous because it would save myself from having to go to court which I am absolutely prepared to do.Sincerely,[redacted]

May 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]
T-Mobile Account Nos: [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 19, 2017, regarding the above-referenced account. Please be advised Ms. [redacted] is the account holder for account number [redacted]; and [redacted] is the account holder for account number [redacted]. Ms. [redacted] has been designated as an authorized user on account number [redacted]. T-Mobile appreciates the opportunity to respond to Ms. [redacted] concern.
T-Mobile regrets any concern to Ms. [redacted] in regards to her personal and business accounts. T-Mobile records confirm that on July 16, 2016, Ms. [redacted] contacted T-Mobile Customer Care regarding her personal account [redacted] to ask about the end user of the mobile number ending in [redacted] wanting to trade her LG G4 to another service provider. Our records confirm that on two occasions on July 16, 20176, Ms. [redacted] inquired about her end user switching to [redacted]. Further records show that on August 26, 2016, and September 6, 2016, Ms. [redacted] contacted T-Mobile regarding her business account number [redacted] asking for instructions about porting out her mobile number as she no longer wanted to pay for the equipment purchased on T-Mobile’s Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) option.
T-Mobile records confirm that on July 17, 2016, the mobile number ending in [redacted] from her business account account and the mobile number ending in [redacted] from her personal account were ported out to another carrier thereby canceling their service on the T-Mobile network. We regret if these ports were not requested by Ms. [redacted]; however, based on our review, all of the correct information was provided and validated and as such, the numbers were released. The proper authentication included verification of the billing account number and pin code to the respective account for each mobile number.
Please be advised that on October 25, 2015, at the time of activation of each account, Ms. [redacted] purchased equipment to be used on each of the accounts. For Ms. [redacted] business account she purchased a Samsung Galaxy Tab A and several accessories for a Samsung Galaxy S6 and an LG G4 on T-Mobile’s EIP option for the mobile number ending in [redacted]. At the time of the purchases Ms. [redacted] was required to pay a down payment of $113.97 and agreed to 24-monthly installments in the amount of $12.34 for the Galaxy Tab A and 24-monthly installments in the amount of $3.77 for the accessories. Please be advised that on November 19, 2015, Ms. [redacted] leased a Samsung Galaxy S6 for use on the mobile number ending in [redacted] using T-Mobile’s JOD option for which she agreed to 18-monthly lease payments in the amount of $24.00 plus applicable tax and a purchase option price of $194.99 after the 18-month term. On February 6, 2016, Ms. [redacted] qualified for and took advantage of her JOD benefits by returning her Samsung Galaxy S6 and leasing a Samsung Galaxy Note 5 for which she agreed to 18-monthly lease payments of $29.00 and a purchase option price of $177.99 at the end of the lease term.
On October 25, 2015, in addition to the above purchases made on Ms. [redacted] business account, she also leased an LG G4 on her personal account for the mobile number ending in [redacted] by paying an initial cost reduction payment of $5.42 and agreeing to 18-monthly lease payments in the amount of $19.69 and a purchase option price of $114.50 at the end of the lease term. Please be advised that T-Mobile records confirm that this device was returned on November 15, 2015, and the lease for the device was closed
On May 16, 2017, Ms. [redacted] advised that she was not the party inquiring about the port out information. Ms. [redacted] also confirmed that she is currently being charged for a Samsung Galaxy Note 5 on her business account [redacted] and an LG G4 on her personal account [redacted]. Regretfully, it appears that these handsets were taken with the person who ported out the two numbers and furthermore, the wrong LG G4 lease was closed when the handset leased under the personal account on October 25, 2015, was returned.
In an effort to amicably resolve this matter, on May 16, 2017, T-Mobile removed the remaining EIP balance for the accessories and the JOD lease balance for the Samsung Galaxy Note 5 from Ms. [redacted] business account. Additionally, T-Mobile credited $294.93 for the last nine monthly installments for the EIP and JOD leaving the business account with a credit balance of $142.68. Please be advised that Ms. [redacted] has been informed that she is only being billed for one leased LG G4 and she has accepted and agreed to provide a print out of the LG G4 she is concerned about for further review.
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

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

February 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 13, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile is pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced with regards to the above referenced account status. T-Mobile records confirm that Ms. [redacted] activated the above referenced T-Mobile account on October 31, 2016. At the time of activation Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Edge. Ms. [redacted] was asked to make a down-payment in the amount of $69.99 and a series of 24 monthly installments in the amount of $30.00.
Regrettably, Ms. [redacted] advises that a family emergency arose therefore she was required to leave the country to tend to the emergency. As UPS attempted delivery of the device, and the recipient (Ms. [redacted]) was unavailable, the equipment was returned to T-Mobile.
As T-Mobile was not made aware that Ms. [redacted] was leaving the country, the account was cancelled for non-payment on December 22, 2016. As the account balance of $233.55 remained past due, on February 2, 2017, T-Mobile began the process of enlisting the assistance of a third party to collect the balance. As such, a collection agency fee in the amount of $50.89 was added to the account balance increasing the total outstanding account balance to $284.44, and the account was placed with Enhanced Recovery Services. Furthermore, when Ms. [redacted] returned from abroad, she was instructed that she would have to activate another T-Mobile account, which she did with account number [redacted].
Upon review of the account, and Ms. [redacted]’s correspondence, T-Mobile has issued a credit of $284.44 to the above-referenced account bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience caused to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Lupe C[redacted]
Executive Response

July 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards to the condition of his handset. T-Mobile records confirm that Mr. [redacted] purchased a new Samsung S6 64GB edge on June 22, 2016, for $499.99 on our Equipment Installment Plan (“EIP”) reflecting an International Mobile Equipment Identifier (“IMEI”) of [redacted]. At that time, Mr. [redacted] was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $20.84. Based on our investigation of Mr. [redacted]’s account records, we confirmed that the handset was sold in new condition. Furthermore, there are no records to substantiate Mr. [redacted]’s claim that he was sold a Certified Pre-Owned device. Please note that customers have the ability to update the model of handset reflected on their myt-mobile.com account.
Please be advised that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. Please note that Mr. [redacted]’s JUMP! Feature provides full coverage.
It is T-Mobile position that the above reference EIP and cost for JUMP! are valid. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Lauren L[redacted]
Executive Response

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Name: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 21, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Ms. [redacted], which has been proven to be unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account. T-Mobile records indicate that Ms. [redacted] activated two lines of service on June 19, 2016. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6S Pluses. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $120.00 and agree to a series of 24 monthly installments in the amount of $57.50. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.
Please note that T-Mobile is always working to improve its coverage. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issues.
Nevertheless, Ms. [redacted] canceled her account on January 8, 2017, when she ported her mobile numbers to another service provider. When the account was canceled the remaining EIP balance of $919.98 was accelerated and posted to the final billing statement. T-Mobile sent Ms. [redacted] the final billing statement dated February 3, 2017, reflecting the balance of $1416.22 due on February 23, 2017. This balance included the EIP final charges, a payment processing fee and a past due balance of $491.07.
Furthermore, T-Mobile will respectfully decline Ms. [redacted]’s request of having her full balance adjusted. However, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return the devices that are under the EIP directly to my attention within 30 days of the date of this letter at:
Executive Response
Attention: Mercedes V.
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the handsets, T-Mobile will apply a credit to the account in the amount of $919.98 for the EIP final charges. T-Mobile recommends that Ms. [redacted] return the handsets via a traceable carrier and request a tracking number when shipping.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]l
Executive Response

August 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 1, 2016, regarding the above-referenced prepaid number. We regret any concerns Ms. [redacted] may have experienced regarding her T-Mobile prepaid account and we appreciate the opportunity to review and address her concerns. T-Mobile records indicate that on June 14, 2016, Ms. [redacted] purchased a 4G Hotspot Z64 for $64.26. Please note that Auto Renew data passes are service options that provide Pay in Advance Mobile Internet customers with monthly Mobile Internet data passes. T-Mobile records indicate that on June 22, 2016, Ms. [redacted] elected our North America 30 Day Auto Renew Pass 2GB for $20.00 per 30 day calendar period. A payment in the amount of $20.00 was remitted to Ms. [redacted]’s prepaid account to activate service and thereafter Ms. [redacted] requested to enable our auto pay feature to automatically withdraw funds for her rate plan. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Prepaid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” On July 12, 2016, the 4G Hotspot Z64 was received and a refund in the amount of $64.26 was issued to Ms. [redacted]. Please note that due to an inadvertent error, Ms. [redacted]’s account was not canceled. As such, on July 23, 2016, the auto pay feature withdrew the amount of $20.00 and it posted to Ms. [redacted]’s prepaid account. On August 3, 2016, upon speaking to Ms. [redacted], T-Mobile canceled her prepaid account and as such, the account remains closed with a zero balance. In an effort to resolve the matter and as a gesture of goodwill, T-Mobile issued a refund via direct deposit in the amount of $40.00. Ms. [redacted] was advised that the funds may take from one to three business days to post to her checking account. Ms. [redacted] was satisfied with the resolution and had no additional concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

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

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

January 17, 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 January 9, 2017, regarding the above-referenced account. We regret Mr. [redacted] concerns regarding the billing of his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with our retail location. From November 11, 2016 through November 20, 2016, eligible T-Mobile customers who purchased a Samsung Tab E or Tab A on a 6 GB or higher Mobile Internet plan could receive the tablet for free via promotional Equipment Installment Plan (“EIP”) bill credits. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. T-Mobile records indicate that on November 18, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering to take advantage of the above promotion with the purchase of two Samsung Tab E tablets along with the activation of two Mobile Internet lines. Based on the above promotion at the time of Mr. [redacted] purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $9.99, which appeared on the first bill following the purchase of the device. Please be advised that Mr. [redacted] would receive the promotional EIP bill credits over 24 months to cover the cost of the tablet; however, credits would begin within two bill cycles of purchase. Please be advised upon review of Mr. [redacted] account and billing statements, the above requirements of having a 6 GB or higher Mobile Internet plan per tablet line and waiting two bill cycles from the date of purchase were not met, and as such Mr. [redacted] was billed accordingly. Nevertheless, to amicably resolve Mr. [redacted] concerns T-Mobile offered to cancel each of the newly activated mobile internet lines. Additionally, although it is outside the allotted return period of 14-days provided to customers to return their purchased equipment, T-Mobile will allow Mr. [redacted] to return his two tablets directly to my attention within 30 days of the date of this letter at: T-Mobile USA, Inc. c/o Executive Response Team Attention: Kimo C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the equipment T-Mobile will apply a credit to the account in the amount of $43.20 for the total applicable taxes paid at the time of purchase. T-Mobile recommends that Mr. [redacted] return the tablets via a traceable carrier and request a tracking number when shipping. Furthermore, T-Mobile applied an immediate account credit totaling $170.00 for the equivalent of missing credits and compensation for shipping charges to return the above-referenced equipment. This credit brings Mr. [redacted] account to a credit balance of $230.00. Mr. [redacted] accepted this offer as resolution. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

July 26, 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 20, 2017, regarding the above-referenced account.
T-Mobile regrets any continuous concerns Ms. [redacted] has regarding a mobile device unlock request. As stated in our correspondence to your office dated June 29, 2017, Ms. [redacted] was provided with an unlock code and mobile device unlock instructions for her device. However, upon speaking with Ms. [redacted] on July 24, 2017, she mentioned she has been unable to successfully unlock her device. In an effort to amicably resolve this matter T-Mobile recommended Ms. [redacted] to visit a T-Mobile retail location to assist her in completing her mobile device unlock. Ms. [redacted] should also not continue to attempt unlocking the device herself as there is the possibility that it will be permanently locked and the code will no longer work. Ms. [redacted] accepted this direction and next steps as resolution. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [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

August 10, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 30, 2017, regarding the above-referenced account.  T-Mobile regrets any concerns Mr. [redacted] experienced regarding T-Mobile’s Black Friday offer and we appreciate the opportunity to address to his concerns.  As Mr. [redacted] is aware, from November 24, 2016, through November 27, 2016, eligible customers who have the T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan with unlimited data who traded-in a qualifying fully own Apple, Samsung, or LG phone from any carrier were eligible to purchase an iPhone 7 or Samsung Galaxy S7 for free after monthly bill credits.T-Mobile records indicate that on November 27, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 7 Plus devices as well as two Samsung Galaxy S7 devices.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.  At the time of purchase Mr. [redacted] also traded in two Apple iPhone 6s devices as well as two Samsung Galaxy S5 devices to take advantage of the Black Friday trade up offer. Upon speaking with Mr. [redacted] he advised that he sent the trade-in devices to a T-Mobile warehouse and T-Mobile was able to verify that two devices were received and scanned into our inventory.  Unfortunately, due to an inadvertent processing error T-Mobile has no records of the remaining two devices being received by any T-Mobile warehouse.  Regrettably, this would have made Mr. [redacted] ineligible to take advantage of the Black Friday trade up offer causing him to not receive the monthly bill credits as originally agreed upon at the time of the purchase. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on August 8, 2017, T-Mobile agreed to end the EIP loans on Mr. [redacted]’s account for two Apple iPhone 7 devices and the Samsung Galaxy S7 devices and to waive any remaining EIP loan balance for each device.  This change will be effective on Mr. [redacted]’s billing cycle that closed on August 8, 2017.  Mr. [redacted] may verify the EIP loans have ended by visiting www.T-Mobile.com. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Andrew S[redacted]Executive Response

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

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the purchase of a Samsung Galaxy S8 Plus handset and the refund of a returned Samsung Galaxy S8 handset. It is important to note that upon placing the order with a Customer Care representative an email with the EIP agreement is sent to the customer. Please note that customers are required to review and confirm the agreement prior to the handset being sent.
T-Mobile records indicate that on March 30, 2017, Ms. [redacted] contacted Customer Care and qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 handset. Ms. [redacted] was required to remit a $30.00 down payment and agreed to a 24-monthly installment of $30.00. Please note that Ms. [redacted] was also required to pay $45.00 for applicable taxes and fees for the purchase. Our records confirm that Ms. [redacted] agreed to the EIP agreement.
At the time of Ms. [redacted] purchase, T-Mobile provided Ms. [redacted] a 20-days return period to allow Ms. [redacted] to use the handset to see if it met her needs. If the handset did not meet Ms. [redacted]’ needs she could return the handset within the allotted return period.
T-Mobile records reflect that Ms. [redacted] received her handset on April 19, 2017. Please note that our records confirm on April 19, 2017, Ms. [redacted] contact T-Mobile to return the Samsung Galaxy S 8 handset, and order a Samsung Galaxy S8 Plus handset.
Please note that our records confirm that Ms. [redacted] purchased a Samsung Galaxy S8 Plus handset utilizing EIP. Ms. [redacted] was required to remit a down payment in the amount of $130.00 and agreed to a 24-monthly installment of $30.00. Please note that Ms. [redacted] also paid $52.30 at the time of purchase for the applicable taxes and fees. Our records confirm that Ms. [redacted] agreed to the EIP agreement.
Regretfully our records reflect that Ms. [redacted] contacted T-Mobile on May 7, 2017, indicating that her device was not functioning correctly. Please be advised that a return kit was created for Ms. [redacted] in order to return the non-working Samsung Galaxy S8 Plus handset.
T-Mobile records reflect that on May 8, 2017, a new Samsung Galaxy S8 Plus handset was ordered on a new EIP. Ms. [redacted] was required to remit a down payment in the amount of $130.00 and agreed to a 24-monthly installment of $30.00 and $52.30 for applicable taxes and fees. It is important to note that as the non-working handset was being returned the down payment and taxes were billed to Mr. [redacted] next billing statement. Our records confirm that Ms. [redacted] agreed to the EIP agreement.
Please be advised that T-Mobile records reflect that on May 19, 2017, T-Mobile received the Samsung Galaxy S8 Plus handset. Additionally, on May 26, 2017, T-Mobile confirmed that the above mentioned Samsung Galaxy S8 handset was also received and a refund was issued for both handsets, to the card used for the purchase.
Upon speaking with Ms. [redacted] on June 19, 2017, Ms. [redacted] has confirmed that the original card used for purchase has been canceled and is no longer available. In an effort to amicably resolve Ms. [redacted] concerns T-Mobile offered to process a refund in the amount of $257.30 directly to her bank account. Please note that Ms. [redacted] accepted our offer and the refund should be received within three business days. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her 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

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