T-Mobile Usa Inc

May 8, 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 23, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is Computer Doctors of WPB, and that Mr. [redacted] has been designated as an authorized user of the 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 Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the above-referenced account. Our records confirm that the account was activated on June 14, 2015, with four lines of service. Since the date of activation, the account has been subscribed to our BIZ Simple Choice Unlimited Talk, Text and Data family rate plan at $100.00 monthly for four lines of service, plus applicable taxes. Each of the four lines of service are also subscribed to our JUMP! 2handset protection $12.00 monthly plus tax for each line of service. As such, the monthly access charges are $148.00 before applicable taxes.
In addition to the monthly access charges, there are three open Equipment Installment Plans (“EIPs”) on the 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. On November 22, 2016, our EIP program was used to purchase an Alcatel Fierce XL handset, with no down payment required, and 24 monthly installments in the amount of $5.84, as well as an Apple iPhone 7 handset with no down payment required, and 24 monthly installments in the amount of $27.09. On November 26, 2016, our EIP program was used once again to purchase two additional Apple iPhone 7 handsets, with a down payment of $99.99, and 24 monthly installments in the amount of $27.09 for each handset.
In Mr. [redacted]’s correspondence, he indicated that he is experiencing issues with coverage. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile has verified the address on the account and based on the coverage map, confirms that the account address is in a very good in building 4G LTE coverage area with no known issues. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage prior to his correspondence to your office.
A review of the usage on the account indicates that for the past three billing cycles, the lines of service have used an average of 1,978 voice minutes, 3,333 messages, and 9,725.77 megabytes (“MB”) of data. This indicates successful usage of the T-Mobile network. As such, T-Mobile considers the charges for the monthly service to be valid and owed.
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.
In an effort to amicably resolve Mr. [redacted]’s concerns, on May 1, 2017, T-Mobile issued credits to the account in the amount of $363.80 as a courtesy. The account remains active, with a credit balance in the amount of $100.00 at this time. T-Mobile respectfully declines and additional adjustments for this issue. Additionally, on May 3, 2017, T-Mobile engineering investigated Mr. [redacted]’s coverage concerns, and confirmed that there are no network issues occurring in his area at this time. If Mr. [redacted] experiences coverage issues in the future, T-Mobile recommends that he contact Customer Care at 800-937-8997 to complete the appropriate troubleshooting. 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.
Chris P[redacted] Executive Response

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]

Revdex.com:Mr. [redacted] and I have corresponded outside of this complaint and came to the list conclusion. I have had a T-Mobile store check the device for any damages before sending the unit back. The Unit was sent back and on its way. The Unit have a tracking number and I requested a signature be required.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I wanted to let you know that the issue has been resolved.  They have adjusted my final bill - deducting the 13 days overcharge.  I made the payment today.  
 
Thank you for your assistance.  
 
Kind regards,
 
[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 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]

January 31, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated January 17, 2018, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding unauthorized purchases on her account.  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.T-Mobile records indicate that on December 18, 2017, equipment and accessories were purchased utilizing our Equipment Installment Plan (“EIP”) program.  T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated.  Therefore, Ms. [redacted] has been absolved of all financial responsibility for the equipment purchased on December 18, 2017.  Please note, Ms. [redacted] verified the payment taken at the time of this purchase was not paid by her.  Therefore, Ms. [redacted] did not qualify for a refund.  We regret any inconvenience to Ms. [redacted].   On January 17, 2018, T-Mobile records confirm the closure of the EIP’s associated with the December 18, 2017 purchase.  On January 18, 2018, in effort to amicably resolve Ms. [redacted] purchase concerns, T-Mobile applied a bill credit in the amount of $68.34 for the first installment payment processed on the unauthorized equipment. Additionally, T-Mobile records indicate that on January 12, 2018, Ms. [redacted] participated in our JUMP! On Demand (“JOD”) lease program.  Ms. [redacted] was not required to pay a capitol cost reduction for an LG Aristo handset, and she agreed to 18-monthly payments in the amount of $7.57 on line ending 1171.  T-Mobile records do not reflect corroborating memos that T-Mobile’s Customer Care advised her that the LG Aristo would be sent to her at no cost.  Ms. [redacted] stated that she no longer needed the handset and wished to return the handset.  Ms. [redacted] returned the handset within T-Mobile’s return period.  In addition, on January 22, 2018, T-Mobile records confirm the return of the LG Aristo to the T-Mobile warehouse.  The account will reflect the return and adjustment accordingly within two billing cycles from the processed return date.  We regret 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.Rochelle M[redacted]Executive Response

Complaint: [redacted]
 
Victoria C[redacted] Revdex.com Resolutions Consultant,
 
The claim from Mr. [redacted], " We have made several attempts to contact Mr. [redacted], which have proven unsuccessful."
This is absurd.  
Mr. [redacted] has only sent me an E-mail on 11-18-16 , Friday at 8:01pm asking me, "for an opportunity to discuss my concerns".  He asked for a contact time to schedule a "follow up".  I sent him this information on Saturday, 11-19-16 at 1:22am No such "Follow up" has happened. 
      On Tuesday, 11-22-16 at 2:03am,  I sent Mr. [redacted] a 2nd E-mail telling him AGAIN my contact time. This time my available time was Mon. 11-21-16 thru Friday 11-26-16 form 7:00am to 10:00pm.
     On Tuesday, 11-26-16 at 2:40pm I called Mr. [redacted] at the phone and ext. #s that he provided, and I left a message.  7 minutes later, sent Mr. [redacted] a 3rd E-mail. 
     I have yet to receive any kind of response from Mr. [redacted].  So this claim that I they have made "several attempts to contact me and that they have been unsuccessful"  is totally absurd.  I need help.  I see that with T-Mobile it is just as complicated to deal with executives as it is to deal with customer service representatives.  I am really looking into another phone service provider duet to all this fiasco.  I will attach a copy and forward all the E-mails that I have sent to Mr. P[redacted].

September 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 August 29, 2016 regarding the above-referenced account. T-Mobile regrets that Ms. [redacted]’s final billing statement was not what she expected and is sad to lose Ms. [redacted] as a customer. T-Mobile records confirm that Ms. [redacted] canceled her account on July 16, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 24th of one month to the 23rd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through July 23, 2016. Ms. [redacted]’s final billing statement dated July 23, 2016, reflected a balance of $76.80. Ms. [redacted] made a payment of $16.35 on August 16, 2016, which brought the balance to $60.35 that was reflected on the revised billing statement dated August 23, 2016 As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $60.35 for the remaining charges incurred from June 24, 2016, through July 23, 2016. Ms. [redacted]’s account remains cancelled with a zero balance. T-Mobile has confirmed with Ms. [redacted] this was a satisfactory resolution to her 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. Amor M[redacted] Executive Response

August 4, 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 August 2, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] has encountered. T-Mobile confirms that the account was active from March 27, 2015, through March 1, 2016. Mr. [redacted] was subscribed to a $120.00 Simple Choice Unlimited Talk & Text rate plan with 10 gigabytes of date for each of his four lines of service. T-Mobile records indicate that, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the following purchases: • On April 20, 2015, a purchase of a Moto 360 Smart Watch; • On April 27, 2015, with the purchase of a Samsung Galaxy S6 handset; and • On May 6, 2015, with the purchase of an LG Optimus L90. 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. T-Mobile’s JUMP! On Demand (“JOD”) is a lease option that includes both the cost of a new smartphone and the freedom to swap it for a new one. On September 22, 2015, Mr. [redacted] leased an iPhone 6S Plus handset. When a phone is subject to a lease, T-Mobile, not the customer, owns the phone. If a customer has a JOD and the account is canceled, any remaining lease payments and the purchase option price become due with the final billing statement. The account balance of $2,583.89 includes a collection fee of $194.22, monthly recurring EIP charges, monthly recurring JOD lease payments, accelerated EIP and JOD charges, a lease purchase option price, late fees, a $250.17 out-of-warranty fee, international long distance charges and applicable taxes, dating to the November 27, 2015, billing statement. T-Mobile determines that the debt is valid and due. On April 25, 2016, the account was assigned to Diversified Consultants Inc., a third party debt collection agency. Mr. [redacted] may contact Diversified Consultants Inc., at 877-550-1981, to arrange payment. 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. Pancho Q[redacted] Executive Response

Revdex.com:
Revdex.com   PLEASE DISREGARD MY COMPLAINT. Sincerely, [redacted]

September 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 28, 2017, regarding the above-referenced account. Please be advised T-Mobile has resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding 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]’s recent contact with our retail location.
On June 6, 2017, our records confirm Mr. [redacted] activated Mobile Internet (“MI”) Line ending in [redacted] which is $10.00 per month after monthly MI and Auto Pay discount, for 2 GB of high speed data. Mr. [redacted] also purchased a ZTE SynUp Drive device on Equipment Installment Plan (“EIP”) paying $2.00 per month for 24 months.
Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on July 9, 2017, we received a request for a Mobile Device Unlock for the Samsung Galaxy J3 Prime device used on mobile number ending in 6992. Please note that Mr. [redacted]’s account was eligible to receive a Mobile Device Unlock for his device. As such, on July 16, 2017, T-Mobile emailed Mr. [redacted] with the Mobile Device Unlock instructions needed to unlock his device. Please be advised in order to complete the Mobile Device Unlock, Mr. [redacted] must go to the Device Unlock App and accept the permanent unlock of the device.
On September 8, 2017, in an effort to amicably resolve this matter, T-Mobile applied a credit of $42.00 to pay off the remaining EIP charges for the ZTE SynUp Drive device and a $20.00 account credit, leaving a credit balance of $20.00.
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.
Carolina F[redacted]
Executive Response

June 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated June 17, 2017, regarding the above-referenced file number. Please be advised that we have made several attempts to contact Mr. [redacted]., which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]. concerns within this letter.
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. With the information provided in the letter to your office, unfortunately, we have been unable to substantiate the allegation of fraud.
In cases where the account holder of record claims they did not activate the account, T-Mobile requires that party complete a Collection Dispute Form. Enclosed is a form for Mr. [redacted] to complete and return with a photocopy of his driver’s license or other government-issued photo identification and a police report naming the responsible party. This may be sent to my attention at the address listed below or faxed to 505-998-3796. Upon receipt, T-Mobile will review this matter further and apprise Mr. [redacted]. of our findings. 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.
Diana J[redacted]
Executive Response

Complaint: [redacted]
t b mobile contacted me yesterday 4 /20/ 2016 danny the president of t mobile  that there was nothing he can do  about reciving the final bill when is generated  than it been generated  than they can send me a copy of the bill or in store also he he said  all documentions that were misleading from represantive and the manger  he said thet  the note 5  was paid off for tie and in convence  but I dont have that in wriiting  and he owe 348 plus 177 to keep the phone witch we dont have the service withem anymore went to t moble store they couldnt tell me anything also t moble hung up 26 time  I would liked to be resolved paying nothing if he the presidend of the company he can make something happend also since my cariier will not exept charges  for being in alska I would like be veryfied by email thank you Sincerely,[redacted]

July 18, 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 10, 2017, regarding the above-referenced account. Please advise that T-Mobile has resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concern Ms. [redacted] encountered while completing the number transfer process to another carrier. T-Mobile has reviewed the account and confirmed that on March 16, 2017, mobile numbers ending in [redacted] were transferred to another service provider. The arrangement to transfer the line of service was made directly with Ms. [redacted]'s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms. [redacted]'s new wireless service provider took control of it. There was also a request to transfer the number ending in [redacted], which T-Mobile respectively released for transfer on that same day. However, due to an inadvertent error, the number did not complete the transfer process leaving it active on Ms. [redacted]'s account. T-Mobile regrets any inconvenience.

Additionally, T-Mobile records indicate Ms. [redacted]'s account was enrolled in AutoPay on October 24, 2015. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.

On May 7, 2017, Ms. [redacted] contacted Customer Care to inquire about the payment of $98.19 that was processed that day and was advised that due to the number ending in [redacted] not being transferred by the other company; she was billed for the current month. On May 8, 2017, Ms. [redacted] was advised that due to the number being released, she would need to contact her new provider to complete the transfer process. On that day, the other carrier completed the transfer of number [redacted] which completed the cancelation of Ms. [redacted]’s T-Mobile account.
Please note that as Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided on May 7, 2017, in the amount of $98.19 and on June 7, 2017, in the amount of $118.69.

Ms. [redacted]’s bill cycle began on the 17th of each month and billed through the 16th of the following month. Ms. [redacted] was also billed in arrears and as such, the payment made on June 7, 2017 was applied to services billed through May 16, 2017. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. The balance of $118.69 consists of charges for services through the end of the final billing cycle dated May 16, 2017.

However, in efforts to amicably resolve Ms. [redacted]'s concerns, T-Mobile has offered to process a refund card in the amount of $216.88 for the two cycles billed after Ms. [redacted]'s initial number transfer request. Ms. [redacted] accepted this offer and it was explained that she will have the refund card within seven to ten business days. Ms. [redacted]’s account remains cancelled with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan C[redacted] Executive Response

Tell us why here... February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 30, 2018, regarding the above-referenced account.  T-Mobile regrets any inconvenience to Ms. [redacted] concerns regarding her T-Mobile account. Records indicate that Ms. [redacted] activated her postpaid account on January 29, 2018.  Upon activation, Ms. [redacted] was subscribed to our T-Mobile ONE rate plan for $75.00 a month.  It is important to note that T-Mobile offers a $5.00 discount for this rate plan if the customer’s account is enrolled in AutoPay, our automatic payment service.  Please be advised that Ms. [redacted]’s account is not subscribed to AutoPay.Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”.  This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle.  Records indicate that Ms. [redacted]’s billing cycle begins on the second of every month and will close on the first of every month. Additionally, Ms. [redacted]’s due date will be on the 22nd of every month.  As such, Ms. [redacted]’s first billing statement include prorated charge for services used from January 29, 2018, through February 1, 2018, and was billed in advanced for service from February 2, 2018, through March 1, 2018. Finally, please be advised that once the first payment is made on Ms. [redacted]’s account, her account will be considered paid through March 1, 2018.  If services are used through March 1, 2018, then a refunded will not be provided.  Should Ms. [redacted] wish to transfer her mobile number to our prepaid service, she will not receive any further charges provided that the transfer is completed on or before March 1, 2018.  T-Mobile contacted Ms. [redacted] on February 1, 2018 and provided all the information above, which she has accepted as resolution to her 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.Vanessa C[redacted]Executive Response

October 31, 2016 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]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 21, 2016, 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 [redacted] as an authorized user of the account. We regret any concerns Ms. [redacted] has regarding her Apple iPhone 7 Plus handset. On October 2, 2016, T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 7 Plus 128 gigabyte (“GB”) Rose Gold. By purchasing 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 their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. In order to amicably resolve Ms. [redacted]’s concerns we have agreed to send her a new Apple iPhone 7 Plus handset and Ms. [redacted] will be required to return her handset to our Executive Office to complete the exchange within 30 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. Christopher P[redacted] Executive Response

July 25, 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 11, 2017, regarding the above-referenced account. We are pleased to report we have resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] may have had in regards to his tablet promotion. T-Mobile records confirm that on October 29, 2015, Mr. [redacted] elected to add a Mobile Internet (“MI”) line in 6757 to his account ending and subscribed to the North America MI 5GB rate plan which for $20.00 per month includes 5GBs of high-speed data. On October 30, 2015, Mr. [redacted] elected to add a second MI line ending in 6800 and subscribed to the same plan. Please note that when combined with a voice line, Mr. [redacted]’s account is eligible for a hybrid discount of $10.00 per MI line.
T-Mobile records reflect on October 29, 2015, that Mr. [redacted] leased a Samsung Galaxy Note 5 utilizing our JUMP! On Demand (“JOD”) lease options with 18 monthly payments of $29.00. On October 30, 2015, Mr. [redacted] leased a second handset, a Samsung Galaxy 6 Edge Plus on JOD with 18 monthly payments of $32.50.
Additionally, records indicate that on November 19, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Tab A tablets for $319.99 each with 24 monthly payments of $13.34 each.
At the time of purchase, T-Mobile was offering the Samsung Galaxy Smartphone and Tablet Bundle. As part of this offer, new and existing postpaid customers could receive a Samsung Galaxy Tab A on us when they get select Samsung devices with EIP or JOD. The promotional bill credits are applied over the course of 24 months in the amount of $13.34 per device provided that he maintains eligibility. As such, Mr. [redacted]’s line ending in 6757 has been successfully enrolled in the Samsung Galaxy Smartphone and Tablet Bundle and receives $13.34 per month as indicated on page three of Mr. [redacted]’s billing statement. Mr. [redacted]’s line ending in 6800 qualified for the discount but due to an administrative error was not enrolled in the promotion.
On July 17, 2017, upon speaking with Mr. [redacted], T-Mobile absolved him of the EIP for the remaining balance of his Samsung Galaxy Tab A on the line ending in 6800. In addition, T-Mobile provided Mr. [redacted] a one-time credit in the amount of $266.80 leaving a credit balance of $286.58 on the account. Mr. [redacted] confirmed he is satisfied with this as resolution to his issue.
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. 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.
Alyssa K[redacted]
Executive Response

March 1, 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 February 22, 2016, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] received a higher than expected billing statement. T-Mobile records indicate that on July 5, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S5, iPhone 5S, and additional accessories. 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. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records confirm on December 24, 2015, Ms. [redacted] made a payment to her account in the amount of $251.89 which covered monthly access charges and EIP payment for the billing period of December 3, 2015, through January 2, 2016. T-Mobile records confirm that Ms. [redacted] canceled her account on January 16, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]’ billing cycle ran from the 3rd of one month to the 2nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through February 2, 2016. On February 29, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $82.32 for the pro-rated charges incurred from January 16, 2016, through February 2, 2016. Ms. [redacted]’ has a remaining balance of $891.62 which consists of her remaining EIP balances and monthly access charges from January 3, 2016, through January 16, 2016. 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. William B[redacted] Executive Response

September 22, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your c[redacted]pondence dated September 11, 2017, regarding the above-referenced account.  T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concern.   T-Mobile regrets any concern to Ms. [redacted] in regards to her participation in T-Mobile’s Un-carrier Carrier Freedom offer.  It is very important to note that the Carrier Freedom benefit is payable only once per mobile number.  Our records confirm that on April 26, 2017, Ms. [redacted] port in two mobile numbers ending in [redacted] and [redacted] and purchased two Samsung smartphones on T-Mobile’s Equipment Installment Plan (“EIP”) option.  Regrettably, T-Mobile records do not confirm that Ms. [redacted] traded in handsets at the time of activation nor does T-Mobile have a record of any handsets being received and thus Ms. [redacted] does not qualify for the Carrier Freedom reimbursement.  However, the reimbursement for mobile number ending in [redacted] was approved on June 8, 2017, and Ms. [redacted] was provided a refund in the amount of $531.24 however; this refund was not due and was done as a courtesy because both mobile numbers ending in [redacted] and [redacted] had previously been refunded in August 2016 under a prior T-Mobile account that was in use by relatives of Ms. [redacted].  As they had already once received the benefit, they were no longer eligible.  At this time, T-Mobile respectfully declines Ms. [redacted]’s request for reimbursement in any amount.  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.   Oscar T[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response I would like a brand new Alcatel windows phone just as I asked. This company is horrible. NONONE HAS CALLED. But you can reply to the Revdex.com report. I have left 2 numbwrs for someone to call me and it has not been done. At this point I just want the phone that I aaked for because it is paid paid and unlocked. I donr want to give this company 1 penny after the way I have been lied to and treated. I NEVER asked for the LG. I just wanted a working phone. Again The 3,000 is a total lie. How? Why would this credit be given? My phone was $288.00 $319 with tax unlocked and ready to be moved to another company. If ANY other was given I am unaware. Tmobile bought my phones from me when I switched companies ovwr a year ago so why is that being brought up now? That has nothing to do with THIS  Account. I will send the LG back because I see thus companyonly want money and not provide the service. 
Sincerely,
[redacted]