T-Mobile Usa Inc

September 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 September 14, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved the matter to [redacted] satisfaction.   T-Mobile records confirm that [redacted] is using a non-T-Mobile device.  It should be noted that while an unlocked device from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers.  Historically, the basic functions of the unlocked devices worked on our network; however, certain advanced features may work sporadically or not at all.  We regret any inconvenience [redacted] has experienced.   For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited.  Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device.    However, as a gesture of goodwill, on September 17, 2017, T-Mobile issued two T-Mobile branded devices to [redacted] at no cost.  We regret any inconvenience to [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

Complaint: [redacted]I am rejecting this response because:
I am happy with the resolution, except one thing left about the CREDIT of one phone (buy one get one free), waiting for a credit of $750.00 . please let me know when we are suppose to get the credit of 2nd phone set.
Thank youSincerely,[redacted] [redacted]

August 31, 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 22, 2015, regarding the above-referenced account. As is widely known, in 2014 T-Mobile again disrupted the wireless industry and announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. Contract freedom is a promotion whereby T-Mobile reimburses consumers’ early termination fees up to $350.00 per line and provides account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. There are several eligibility requirements that must be met in order to qualify for the reimbursement. Consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device at full retail price up front or financing it through our Equipment Installment Plan (EIP). Assuming the requirements are met, customers then submit a reimbursement form along with a copy of the final billing statement from their prior carrier at www.switch2t-mobile.com. This submission must be made within two (2) months of activation and approval and payment may take up to either (8) weeks. To be eligible for reimbursement, the T-Mobile account must remain in good standing and finally, because this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Our records confirm that [redacted] activated the above-referenced account on May 5, 2015, with four lines of service, three of which were ported from another provider. Please note that T-Mobile provides 60 days for customers to submit a copy of the itemized final billing statement from their previous provider to http://www.switch2T-Mobile.com. [redacted] submitted a copy of his billing statement from his previous provider on June 1, 2015. Regrettably, only the qualifying charges for the line of service ending in [redacted] were visible. As such, [redacted]s reimbursement request for the line ending in [redacted] was approved in the amount of $130.32, while the remaining lines were declined. [redacted] resubmitted the required documents on July 24, 2015. Regrettably, the documents did not include the full required information, and as such, [redacted]s reimbursement was declined once again. In an effort to amicably resolve [redacted]s concerns, T-Mobile offers to allow [redacted] to send a copy of his final billing statement from his previous provider, showing the itemized early termination fees for the lines of service ending in [redacted] and 3310, to our office outside of the provided 60 day timeframe. Upon receipt and review of the requested documents, a refund will be issued to [redacted] for the total qualified charges. T-Mobile requests that [redacted] provide these documents no later than September 15, 2015 and can be sent via fax at [redacted] or via U.S. Mail at T-Mobile USA, Inc., P.O. Box [redacted], Albuquerque, NM 87176. T-Mobile regrets any inconvenience [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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

March 21, 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 12, 2016 regarding the above-referenced account.    T-Mobile regrets to hear of Ms. [redacted]’s concerns regarding the account.  Please be advised that T-Mobile takes account security very seriously and that protecting our customer’s information is a top priority.  This is why we afford customers the opportunity to add additional layers of security to their accounts to avoid unauthorized access as we have with Ms. [redacted]’s account.   After careful review of Ms. [redacted]’s account we were able to determine that on March 10, 2017 a caller was unable to verify the account when calling in and as there was a password on the account that we have added at Ms. [redacted]’s request as an additional layer of security.  Per T-Mobile policy, when the caller was unable to verify the password, we issue a one-time PIN code to the accountholder’s mobile number and did so to Ms. [redacted]’s number ending in [redacted].  T-Mobile did not send a one-time PIN code, nor would we, to anyone other than the account owner which is Ms. [redacted].  We apologize if any T-Mobile employee advised Ms. [redacted] otherwise.    Additionally, on March 12, 2016, at Ms. [redacted]’s request, we have placed special instructions on the account that would prevent sending a one-time PIN on the account, even to her.  As a result, when a caller who attempted to access the account on March 15, 2016 and was unable to verify the password, a one-time PIN was not sent.  Please note that we have spoken to Ms. [redacted] and shared this information with her.  We regret any inconvenience Ms. [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.   David T[redacted] Executive Response

May 12, 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 1, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concern has been resolved to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with our 2016 Apple Black Friday promotion. From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and a subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr. [redacted] was eligible to receive the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus at no cost after monthly bill credits for the amount of the Equipment Installment Plan (EIP) installment. Please note customers will receive promotional EIP bill credits over 24 months to cover the cost of the device. Bill credits can take up to three bill cycles to reflect on the customer’s bill.
On November 25, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two iPhone 7 32 GB devices for a total price of $1,299.98 plus tax. At the time of purchase, Mr. [redacted] was required to remit a down payment in the amount of $245.00. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $43.96. Additionally, Mr. [redacted] traded in two qualifying iPhone devices as part of the 2016 Apple Black Friday promotion.
On March 2, 2017, T-Mobile records confirm Mr. [redacted] called us to inquire about his promotional credits as they were not reflecting on his bill. At this time, T-Mobile processed an EIP early payoff payment in the amount of $461.55 for each device to close the remaining EIP balance of each iPhone 7 device. Accordingly, T-Mobile applied an account credit of $461.55 to cover the payments made towards the EIP and any overage payments made towards the iPhone 7 devices. Regretfully, only one credit was applied at this time; however, the two EIPs were closed and reflect a zero balance.
On April 30, 2017, T-Mobile applied the second account credit to Mr. [redacted]’s account as agreed upon on March 2, 2017. In addition, as a courtesy and a gesture of good will, we applied a third account credit in the amount of $461.55. This left a credit balance on his account in the amount of $350.33.
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 recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have caused 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

I accept the solution that was haven to me for now thanks for the help Revdex.com!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]

March 2, 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 a letter dated February 21, 2017 from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. T-Mobile has determined that [redacted] and [redacted] are one and the same person. T-Mobile is pleased to report that [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns [redacted] experienced in regards to her T-Mobile account. T-Mobile records confirm that on November 28, 2016, [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Rose Gold handset with 32GB of memory. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments of $27.09.
At the time of [redacted]’s purchase, T-Mobile was offering the Apple Black Friday promotion. As part of this promotion, customers could receive an Apple iPhone 7 32GB handset for $350.00, via EIP bill credits, with the trade-in of a fully paid off Apple iPhone 5s handset from any carrier.
T-Mobile records confirm that [redacted] traded-in her Apple iPhone 5s Gold handset with 16GB of memory however due to an inadvertent error, [redacted]’s handset did not reflect as received by T-Mobile’s National Return Center (“NRC”). T-Mobile has confirmed the receipt of [redacted]’s handset therefore, on February 28, 2017, we applied a credit $81.27 to the account for the EIP charges from November 23, 2016 through February 22, 2017. As [redacted]’s account had a balance of $179.54, for the billing cycle charges from January 23, 2017 through February 22, 2017, the credit reduced the balance owed to $98.27.
Additionally, T-Mobile applied a credit of $218.72 to [redacted]’s open EIP balance, reducing the balance owed to $350.00, in order to match the Apple Black Friday offer pricing. [redacted] has accepted this as a 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.
Diana J[redacted]
Executive Response

March 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 March 15, 2017 regarding the above-referenced account.
We regret any inconvenience to Ms. [redacted] regarding her concerns with her account balances and we appreciate the opportunity to address those concerns. T-Mobile records indicate Ms. [redacted] currently has five active lines of service and is enrolled in our Simple Choice Family Match Unlimited Talk, Text and 6GB of Data rate plan at $80.00 per month for the first two lines and $20.00 per month for each additional line of service for a total of $140.00 plus applicable taxes and fees.
Ms. [redacted] also has the optional Unlimited Data features priced at $45.00 per month each for the mobile numbers ending in [redacted] and [redacted]. Additionally, the mobile numbers ending in [redacted] and [redacted] have the optional JUMP! 2.0 features priced at $12.00 per month each. Along with the rate plan and additional features, Ms. [redacted]’s monthly recurring charges are $299.00 plus applicable taxes and fees.
Furthermore, Ms. [redacted] also took advantage of our Equipment Installment Plan (“EIP”) for several devices and accessories which are billed as follows:
• LG K7 handset: $6.25 per month
• LG Leon handset: $14.32 per month
• 2 Apple iPhone 6 Gold 16GB handset: $27.08 per month each
• Samsung Galaxy S 6 Edge Black handset: $17.50 per month
• Samsung Galaxy S 6 Edge Black handset: $15.17 per month
• iPhone 6 Plus Tech 21 Impact Check Smoke case: $1.45 per month
• 2 iPhone 6 T21 Impact Check Clear case: $1.45 per month each.
Along with Ms. [redacted]’s monthly recurring charges and he EIP charges, Ms. [redacted]’s approximate monthly charges come to $410.75. After further review, T-Mobile has determined that the reason Ms. [redacted] balance have been higher than expected is due to service interruptions which lead to late fees as well as $20.00 reconnection fees per line.
More specifically, on January 17, 2017 Ms. [redacted]’s services were suspended for non-payment due to a returned payment of $290.46 that had originally posted on Ms. [redacted]’s account on December 29, 2016. The payment was returned to T-Mobile for insufficient funds which also generated a returned payment fee of $15.00. On January 18, 2017 T-Mobile restored Ms. [redacted]’s service after she agreed to a new payment arrangement to bring her account current. Regrettably, on January 24, 2017 Ms. [redacted]’s services were suspended again for non-payment the payment arrangement that previously restored her account was not completed as agreed.
We continued to work Ms. [redacted] and on January 25, 2017 we restored her service upon agreeing to a new payment arrangement to pay $212.10 on February 8, 2017 and $212.10 on February 22, 2017. However, on January 26, 2017 T-Mobile received a complaint through your office with file number [redacted] regarding concerns with reconnection fees on her account. As such, on January 30, 2017, T-Mobile applied credits totaling $109.75 to Ms. [redacted]’s account for the restore from suspension fees which were assessed to her January 2017 billing statement. As an additional courtesy, T-Mobile waived the 10 pending restore from suspension fees which were to be assessed to Ms. [redacted]’s February 2017 billing statement. The above credit reduced Ms. [redacted]’s outstanding balance to $299.45 at the time.
Nonetheless, in an effort to resolve Ms. [redacted]’s concerns, on March 27, 2017 T-Mobile applied a courtesy credit of $200.00 to her account leaving a revised past due balance of $312.51. Our records confirm Ms. [redacted] has an active payment arrangement to pay $200.00 on April 10, 2017 and $429.30 on April 21, 2017 and her account remains active.
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

June 28, 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]   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.    T-Mobile regrets any inconvenience to Mr. [redacted] regarding issues with his handset. Unfortunately, T-Mobile was unable to locate an account with the information Mr. [redacted] provided.  In order to investigate the matter further, we need a valid T-Mobile account number or mobile 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.  For account security please include the last four digits of the account holder’s Social Security number or PIN code. Once the requested information has been received T-Mobile will investigate as appropriate and advise Mr. [redacted] of our findings.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response

May 15, 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 5, 2017, regarding the above-referenced account. Please be advised that upon speaking with Mr. [redacted] on April 24, 2017, T-Mobile confirmed that [redacted] and [redacted] is the person.
T-Mobile regrets any further concerns Mr. [redacted] experienced in regards to his iPhone 6 Plus device. As mentioned in our correspondence dated May 2, 2017, T-Mobile records reflect that Mr. [redacted] purchased an iPhone 6 Plus handset with our Equipment Installment Plan (“EIP”) on June 27, 2015. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program.
If Mr. [redacted] continues to experience any difficulties with his device, we ask that he contact Customer Care and provide details of the problem. If it is determined that a warranty exchange is needed, Mr. [redacted] will be sent a replacement handset, in ''like new'' condition, of the same make and model. Should Mr. [redacted] wish to obtain a new handset, or different make or model handset, he remains free to purchase the handset of his choice. T-Mobile respectfully declines to provide Mr. [redacted] with a new handset. If Mr. [redacted] is not satisfied with T-Mobile's Limited Warranty policies, he is under no obligation to participate in the program. Alternately, Mr. [redacted] remains free to contact his handset manufacturer directly. 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.
Juan B[redacted]
Executive Response

August 4, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 23, 2017, regarding the 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 Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided.  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 in order to discuss account details.    Upon speaking to Mr. [redacted] on August 1, 2017, we have offered to assist him with device and coverage troubleshooting and will continue to work with Mr. [redacted] to provide a 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.   Carolina F[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 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], but we have been unsuccessful; therefore, we will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated mobile number ending in 0066 on February 17, 2017, and attempted to take advantage of our 2017 January Smartphone Offer. This promotion ran from January 11, 2017, through February 9, 2017, which included a free Samsung On 5 via monthly bill credits. As can be expected, there were several eligibility requirements for the promotion including that customers were responsible for any applicable down payments, taxes, and shipping at the time of purchase. Standard out of pocket cost and deposit rules apply. Customers must have also submitted a rebate on t-mobile.com/promotions using promo code JAN17AFFDTM1 within 30 days of purchase. However, the promotion was expired at the time of Mr. [redacted]’s purchase.
Our records show that Mr. [redacted]’s account is billed in advance of the service being provided and become due within that billing cycle. For instance, Mr. [redacted]’s billing cycle runs from the 8th of the month through the 7th, with a due date of the 28th of every month. If during that billing cycle Mr. [redacted] has any usage charges, such as international calling or third-party downloads, rate plan changes, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict those charges in advance.
T-Mobile records confirm that Mr. [redacted]’s billing cycle from February 8, 2017, through March 7, 2017, due March 28, 2017, was assessed rate plan charges from before the additional line was added along with the rate plan charges from after the additional line was added.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 5, 2017, T-Mobile credited $250.00 leaving Mr. [redacted]’s account with a credit balance of $250.00.
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.
Chris L[redacted]
Executive Response

September 24, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 17, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that since [redacted] is not listed as an authorized user of the account we have spoken with the account holder. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced regarding his Carrier Freedom reimbursement. Please note that T-Mobile’s Carrier Freedom reimbursement program is reimbursing new customers for their early termination fees and device cost charges when they make the switch to T-Mobile. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees and device leases billed by their prior carrier in order to avoid collection activity. Please be advised that the Carrier Freedom reimbursement program does not pay the previous carrier directly, but is intended to be a reimbursement of the device cost or early termination fees (ETF) up to $650.00 per line that meet the program eligibility. Our records confirm that on August 23, 2015, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand AMPed (“JOD”) promotion with the lease of an Apple iPhone 6 Plus handset. Please note that JOD is a leasing, not purchasing option, and under this program for AMPed promotional customers, since JOD AMPed customers receive a higher monthly discount, they are not eligible to receive the benefits of device cost reimbursement under Carrier Freedom. However, our records confirm that Mr. [redacted] did receive at activation the trade-in credit of $135.00 for his Apple iPhone 6 handset. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has offered to place a bill credit in the amount of the $150.00, which shall apply to the next billing statement. It is important to note that Mr. [redacted] has declined our offer. However, should Mr. [redacted] elect to reconsider, he has until October 24, 2015, to reach out to me via email to [redacted]@T-mobile.com Attn: Ruben A[redacted] or at the number provided below. Please note that Mr. [redacted]’s account remains active with balance of $226.15. 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. Ruben A[redacted] Executive Response

September 21, 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 September 10, 2017, regarding the above-referenced account.    T-Mobile is sorry to have lost Mr. [redacted] as a customer and we regret hearing of his concerns with his account cancelation and his final account balance.  Please be assured that T-Mobile makes every effort to provide complete an accurate information to our customers.  We apologize if Mr. [redacted] feels that this was not his experience.   A review of Mr. [redacted]’s account confirms that on June 21, 2017, Mr. [redacted] contacted T-Mobile to discuss the cancelation of his account which was active with mobile number ending in 2642.  Our records further confirm that on June 21, 2017, a port-our request was open to transferred Mr. [redacted]’s mobile number ending in 2642 to a different service provider.  It is important to note that in order for a port to be completed successfully, the mobile number in questions is required to be active, as such; once a port out request has been open, T-Mobile loses the availability to cancel the mobile number. Please note that the arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile.   Further review confirms that Mr. [redacted]’s new wireless service provider did not complete the port out for mobile number ending in 2642.  As mobile number ending in 2642 was not transferred, it remained active on Mr. [redacted]’s account.  In reviewing our records, T-Mobile first received a request to cancel mobile number ending in 2642 service on August 3, 2017, when Mr. [redacted] contacted T-Mobile.    Please be advised that Mr. [redacted] last remitted payment to the account was on June 1, 2017, in the amount of $59.19.  This payment covered for his monthly service charges for the billing period from May 2, 2017, to June 1, 2017.     Mr. [redacted]’s following billing statement dated June 2, 2017, reflected a balance in the amount of $59.19 which consisted of monthly service charges for the billing period from June 2, 2017, to July 1, 2017.  The following billing statement dated July 2, 2017, reflected a balance in the amount of  $118.90 from which $59.19 was past due and new charges in the amount of $59.71 for the billing period from July 2, 2017, to August 1, 2017.    Due to non-payment, on July 12, 2017, T-Mobile suspended the account’s ability to place outbound calls.  Mr. [redacted]’s following billing statement dated August 2, 2017, reflected a balance in the amount of $181.26 from which $118.90 was past due and new charges in the amount of $62.36 for the billing period from August 2, 2017, to September 1, 2017.   As previously mentioned, on August 3, 2017, Mr. [redacted] contacted our Customer Care team and his account was canceled pursuant to his request.  At this time, Customer Care issued a bill credit in the amount of $141.79 which reactivated the account prior to the cancelation request was completed. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when the account was reactivated the account was assessed a $20.00 restore from suspension fee.   On August 8, 2017, our Customer Care team issued an additional bill credit in the amount of $96.98, for a total of $238.77, leaving the account with a credit balance of $57.51.   Mr. [redacted]’s final billing statement dated September 2, 2017, reflected new charges in the amount of $22.89 for a restore from suspension fee updating the account credit balance to $34.62.  Although this credit balance reflected on the account as a result of T-Mobile over crediting the account, on September 9, 2017, a refund in the form of a prepaid card in the amount of $34.62 was approved and mailed to Mr. [redacted].  Mr. [redacted] should allow seven to ten business days for the refund to be delivered.  Mr. [redacted]’s account remains canceled and it reflects a zero balance.  T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience to him.   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

January 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 January 13, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Mr. [redacted]’s concerns to his satisfaction.
 
We regret that Mr. [redacted] had any concerns regarding his voicemail services. According to our records Mr. [redacted] reported complications with voicemail service on his voice lines in August 2016; as such T-Mobile began troubleshooting his concerns. Our records reflect that on January 4, 2017, T-Mobile engaged our engineering team to assist in making the necessary network adjustments and are pleased to report that on January 18, 2017, his voicemail was restored.
 
Although voicemail service is included in our customer’s rate plans, for the inconveniences and as a courtesy, T-Mobile issued a one-time credit of $209.98, leaving the account active with a zero balance. The adjustment is equivalent to one free month of his monthly access charges and monthly Equipment Installment Plan payment, which he has accepted and considers this matter resolved to his satisfaction.
 
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

August 31, 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 23, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], we have resolved this matter to her satisfaction.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her T-Mobile account. T-Mobile records confirm that on July 5, 2017, Ms. [redacted] ordered two Samsung Galaxy S8 devices under T-Mobile’s June 2017 Samsung Galaxy S8 BOGO offer for use on mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] purchased both of the Samsung Galaxy S8 devices at the time through our Equipment Installment Plan (“EIP”) program, wherein she was required to remit a down payment in the amount of $30.00, plus the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $30.00. From June 16, 2017, through July 13, 2017, customers, such as Ms. [redacted], who purchased a Samsung Galaxy S8 or S8+, got another one for free through a prepaid MasterCard valued at $750.00 when adding a new line of service when both devices are purchased on an EIP. Additionally, customers taking part in the promotion must keep the additional line active, and customers that are not on an eligible Simple Choice rate plan will need to change to the T-Mobile ONE rate plan to be eligible.
T-Mobile records confirm that as a result of Ms. [redacted] not being on an eligible rate plan, this deemed the account ineligible to receive the promotional offering.
On August 24, 2017, T-Mobile contacted Ms. [redacted] to discuss her experiences, and explained how she can access future promotional offering requirements going forward. In an effort to amicably resolve the matter, T-Mobile closed Ms. [redacted]’s installment plan that was initiated for the mobile number ending in [redacted] to avoid any future installments being billed to her for the equipment. Ms. [redacted]’s next billing statement that will generate on or around September 17, 2017, will reflect a refund of two previously billed installments being credited.
Pursuant to our conversation, Ms. [redacted] considers the matter resolved and has no further concerns. 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.
Adrianne F[redacted]
Executive Response

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I want to make note in reference to their last response where it says whenever a "customer selects" JUMP feature a letter is automatically sent out, I THE CUSTOMER DID NOT select this feature. This feature was selected by a TMOBILE EMPLOYEE WITHOUT MY AUTHORIZATION. Sincerely, [redacted]

February 1, 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 28, 2017, regarding the above-referenced account. T-Mobile regrets any concerns experienced by Ms. [redacted] regarding her closed T-Mobile account and her misapplied payments. On June 5, 2015, Ms. [redacted] elected to move her mobile number ending in [redacted] associated with the account number listed above at the time, to a prepaid account. As such, Ms. [redacted]’s account number listed above was closed. Ms. [redacted]’s final balance was $55.36 which was originally due on July 27, 2015. T-Mobile received Ms. [redacted]’s payment of $55.36 on July 24, 2015, effectively updating her balance to zero. On June 15, 2016, Ms. [redacted] elected to move her mobile number ending in [redacted] back to a postpaid account. As such, Ms. [redacted] was assigned account number [redacted]. T-Mobile records indicate on December 30, 2016, Ms. [redacted] remitted a payment in the amount of $93.90; however, it was originally applied to her closed account number, [redacted], instead of her active T-Mobile account. As such, her closed T-Mobile account ending [redacted] had a credit balance of $93.90. As part of our Unclaimed Property process, Ms. [redacted]’s payment of $93.90 was removed from the account ending in [redacted] as it appeared as a credit balance on the closed account, effectively updating her closed account to a zero balance. Furthermore, on January 14, 2017, Ms. [redacted]’s payment of $93.90 was moved to her active account as originally intended. Unfortunately, as T-Mobile had removed Ms. [redacted]’s credit balance, a charge of $93.90 was created and applied to her account number ending in [redacted]. As such, Ms. [redacted]’s account was updated with a now past due balance of $93.90 and was referred to a collection agency on January 20, 2017. Upon review of the account and to correct the inadvertent error, T-Mobile has issued a credit of $93.90 to the 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. 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