T-Mobile Usa Inc

October 27, 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 October 20, 2016, regarding the above-referenced account. T-Mobile regrets any additional refund concerns Ms. [redacted] has experienced. Please note that T-Mobile has not received the necessary documents from Ms. [redacted] in order to investigate the unauthorized charge of $133.08. However, on October 26, 2016, as a gesture of goodwill, T-Mobile issued a refund in the amount of $133.08 in the form of a prepaid refund card to Ms. [redacted]’s billing address. Please allow seven to ten business days for the refund card to arrive. If Ms. [redacted] has not received her refund card after ten business days, she will have to contact Citibank at 877-855-7201. Ms. [redacted]’s account remains closed with a zero balance. Should Ms. [redacted] wish to activate new service or place a new order for equipment, she may visit her local T-Mobile retail store, visit www.T-Mobile.com, or by contacting our Telesales at 800-T-Mobile. 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

November 20, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 13, 2015, 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] concerns within this letter. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Customer Care. 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 Ms. [redacted] has experienced regarding her account. The arrangement to transfer the line of service was made directly with the other party’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 the other party’s new wireless service provider took control of it. As long as the other party knows the account number and security on the account they are able to transfer their numbers to another provider. In an effort to amicably resolve this matter for Ms. [redacted], on November 9, 2015, T-Mobile applied a credit in the amount of $120.90 for one free month of service. Ms. [redacted] account now reflects a remaining balance of $129.52. 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. Zachary S[redacted] Executive Response

October 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 No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 8, 2017, regarding the above-referenced account.  We regret any concerns Mr. ** has regarding his final T-Mobile billing statement.  T-Mobile records confirm that Mr. ** activated T-Mobile service on June 5, 2005 and subscribed to Family Time Unlimited Nights 500 $49.99 monthly.  On October 8, 2015, Mr. ** subscribed to the Simple Choice North America Unlimited Talk, Text, and Data $80.00 monthly rate plan.  In addition, the mobile number ending in 1135 subscribed to the optional Simple Choice Add-a-Line $10.00 monthly feature bringing total monthly recurring charges (“MRC”) of $90.00 plus taxes and fees. Please be advised on August 8, 2017, Mr. ** received a T-Mobile billing statement that reflected an amount due of $98.59 which consisted of MRC, taxes and fees from July 8, 2017 to August 7, 2017.  As no payment was remitted the balance was carried forward. T-Mobile has reviewed the account and confirmed that the account was canceled on August 15, 2017 when the mobile numbers ending in 0967, 0170, and 1135 were transferred to another service provider.  Mr. **’s billing cycle ran from the 8th of one month to the 7th 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, Mr. ** was billed through September 7, 2017.   T-Mobile records confirm that on August 16, 2017, Mr. ** remitted a payment in the amount of $45.12 leaving an updated balance due of $53.47.  In addition, on August 16, 2017, a onetime payment in the amount of $53.47 was applied leaving a zero balance. On September 8, 2017, Mr. ** received a final T-Mobile billing statement that reflected an amount due of $104.97.  The amount consisted of prorated MRC, taxes and fees for services rendered between August 8, 2017 to September 7, 2017. In order to amicably resolve Mr.  **’s concerns, T-Mobile has agreed to apply a onetime credit in the amount of $104.97 leaving Mr. **’s T-Mobile account closed with a zero balance.  We regret any inconvenience to Mr. **.    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

November 7, 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 October 26, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. We regret any coverage issues Ms. [redacted] has experienced. As mentioned in our letter dated October 26, 2016, to your office, 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. It is important to note that this is stated in T-Mobile’s Terms and Conditions of service which are accepted at the time of activation. A copy of the Terms and Conditions can be viewed at www.T-Mobile.com. Ms. [redacted] mentions in correspondence to your office that someone explained to her that they live close to her area but are not experiencing issues however in review of Ms. [redacted]’s coverage area; three of the towers that directly service her home address on file are undergoing modernization. In order to amicably resolve the matter on October 24, 2016, T-Mobile sent a signal booster to Ms. [redacted]’s home address on file to help with her indoor coverage. Our records reflect that the signal booster has been shipped and tracking number [redacted] shows expected delivery of November 4, 2016. Additionally, on November 1, 2016, T-Mobile contacted Ms. [redacted] to address her concerns about her handsets not working properly and sent her a Samsung Galaxy S7 as replacement at no charge to which she accepted. Our records show that tracking number [redacted] shows that the Samsung Galaxy S7 was delivered on November 3, 2016. 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. Jimmie P[redacted] Executive Response

July 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 7, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted] and appreciates the opportunity to respond to her concerns. T-Mobile records confirm on November 16, 2016, Ms. [redacted] activated service, selecting the T-Mobile One rate plan for $155.00 plus applicable taxes and fees per month for the three mobile numbers ending in [redacted], [redacted] and [redacted], and the T-Mobile One Tablet price plan for $75.00 for the data line ending in [redacted].
T-Mobile records indicate that Ms. [redacted] agreed to Equipment Installment Plans (“EIP”) for the mobile numbers ending in [redacted], [redacted] and [redacted] on December 14, 2016, with the purchase of three Apple iPhone 7plus 32 GB with 24 monthly payments of $88.50. 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 reflect that on January 30, 2017, Ms. [redacted] elected to change her rate plan to the T-Mobile One tax inclusive rate plan for $155.00 per month for the three lines ending in [redacted], [redacted] and [redacted], and the T-Mobile One Tablet tax inclusive price plan for $75.00 for the data line ending in [redacted].
T-Mobile offers corporate discounts to individuals who are active employees at large businesses included in our corporate agreement list. This discount program is referred to as the T-Mobile Advantage Program and offers customers, such as Ms. [redacted], either a 15% discount off the monthly billed charges on select rate plans or a $25.00 equipment rebate on handsets. Unfortunately, the T-Mobile One tax inclusive rate plan does not qualify for the monthly discount, but is eligible for the $25.00 equipment rebate.
In Ms. [redacted]’s correspondence to your office, she indicates that she is not able to use service with her handset in or around her workplace. We regret any coverage issues Ms. [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 was able to confirm that there are improvements scheduled for two location sites in the area around Ms. [redacted]’s work place. The first site is set to be completed by the end of 2017, with the second planned for May 2018.
In order to amicably resolve Ms. [redacted]’s concerns, T-Mobile applied a one-time credit in the amount of $260.00 consisting of six months of the discount, leaving a balance of $298.50 which is due on July 28, 2017.
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.
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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: t-Mobile said they sent a one time pin to my correct address. After 1 week of saying this I reached out again to see why the one time pin was not yet received and they said I have to wait 30 days for my address to be updated on their side. So I was promised again for my issue to be resolved using One time pin sent by mail but am stuck again unable to use my T-Mobile SIM card.I have also sent my photo ID and SSN to Mr.Chris L[redacted] but still I have no feedback.  I still cant access my bank accounts and many other important business tools because they are all connected to my t-mobile SIM card for account verification, please help me get this issue resolved asap  
Sincerely,
[redacted]

April 18, 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 April 11, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. We are sorry to hear that Mr. [redacted] is experiencing any issues with his coverage and device. T-Mobile is always working to improve its coverage and T-Mobile has verified the address on Mr. [redacted] account and based on the coverage map, confirms that his account address is in an excellent coverage area with no known issues. Additionally, we have no record of Mr. [redacted] contacting T-Mobile with issues regarding his coverage but only in regards to his handset issues. As previously noted in our correspondence Mr. [redacted] LG Stylo was replaced with a LG G4 at no cost to him. We regret that Mr. [redacted] did not find that the LG G4 met his needs and as such Mr. [redacted] was provided a return tracking label to return the device back to our warehouse. Upon speaking with Mr. [redacted] on April 12, 2016, in an effort to amicably resolve this issue, T-Mobile has agreed to also accept Mr. [redacted] LG Stylo as a return, and refunding him for the amount of $48.36 which has been paid towards the device. Additionally, Mr. [redacted] has agreed to purchase a new Samsung Galaxy S7 on our Equipment Installment Plan (“EIP”). Mr. [redacted] will need to send the LG Stylo back to our office with the provided return label. Please note, if the handset is not received, Mr. [redacted] will remain responsible for the cost of the handset in the amount of $241.63. Once we receive the LG Stylo we will refund Mr. [redacted] the amount paid towards the EIP for that device and will also close the remaining EIP balance. T-Mobile presented this offer to Mr. [redacted] as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction. Furthermore, if Mr. [redacted] continues to experience any difficulties with the service, we request that he please 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. In regards to Mr. [redacted] concerns with not receiving his paper billing statement, please note that on March 28, 2016, Mr. [redacted] was removed from paperless billing and going forward will receive a paper billing statement to the address on file. It is important to note that Mr. [redacted] billing cycle closes on the 9th of each month and billing statements typically ship within seven to ten business days of the billing cycle close date. As Mr. [redacted] most recent billing cycle closed on April 9, 2016, when Mr. [redacted] contacted your office on April 12, 2016, he would not have yet received his billing statement. As indicated above Mr. [redacted] can expect the billing statement within seven to ten business days from April 9, 2016. We regret any inconvenience this has caused. 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

April 3, 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 20, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] experienced in regards to her final billing charges from T-Mobile.
T-Mobile records show that on July 28, 2015, Ms. [redacted] activated five lines of service with T-Mobile and at the time of activation she took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three Apple iPhone 6 Plus 16GB handsets, a Samsung Galaxy S6 handset, an LG G4 handset and accessories including otter box cases and a waterproof Bluetooth speaker.
We regret any coverage issues Ms. [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. Our records show that on October 1, 2015, T-Mobile sent Ms. [redacted] a Wi-Fi Cell Spot Router to help with coverage. Furthermore, T-Mobile reviewed the coverage surrounding Ms. [redacted]’s billing address and verified that she resides in a good coverage area and there are currently no issues in the area that should be causing issues with T-Mobile services.
Please be advised that T-Mobile offered the Wi-Fi Cell Spot Router to Ms. [redacted] to help her with in home coverage. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee plus taxes. If returned with physical damage, the fee is $25.00.
Additional records show that on October 15, 2016, Ms. [redacted] cancelled her T-Mobile service when she ported her mobile numbers to another carrier and on October 24, 2016, T-Mobile sent Ms. [redacted] a return label to send back the Wi-Fi Cell Spot Router. Please be advised that since Ms. [redacted] cancelled service before the EIP agreements were fulfilled, the remaining EIP balance in the amount of $1,910.14 posted to her final billing statement dated October 28, 2015. Additionally, November 29, 2016, Ms. [redacted] was charged a $105.17 non-return fee for the Wi-Fi Cell Spot Router bringing her balance owed to $2,015.31.
Unfortunately, T-Mobile did not receive payment for Ms. [redacted]’s final balance. As such, on January 23, 2017, Ms. [redacted]’s account was transferred to Convergent Outsourcing Inc., a third party collection agency, in an attempt to collect the balance. At the time Ms. [redacted]’s account was transferred to Convergent Outsourcing Inc. a collection fee of $78.84 was added to her account bringing the balance to $2,094.15. Ms. [redacted]’s account balance consists of $1,910.14 in accelerated EIP charges, $105.17 non-return fee for the Wi-Fi Cell Spot Router and a $78.84 collection fee. Based on our findings it is T-Mobile’s position that Ms. [redacted]’s outstanding balance is valid and owed.
Since T-Mobile has transferred the account to Convergent Outsourcing Inc. and any current collection activity is by and on behalf of Convergent Outsourcing Inc., Ms. [redacted] may contact Convergent Outsourcing Inc. directly by calling 855-871-1088 to discuss payment options.
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.
Jimmie P[redacted]
Executive Response

October 24, 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 October 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced with the above-referenced account. T-Mobile records confirm that Mr. [redacted] canceled his account on May 26, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th of the following month. Customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through June 16, 2016. As stated within our Terms and Conditions which can be located at www.t-mobile.com/terms, “As the Un-Carrier, we did away with annual service contracts. You are free to go, although we’d be sad to see you leave. You are responsible for all Charges incurred through the end of your Service term”. However, as a courtesy to Mr. [redacted], T-Mobile issued two credits toward Mr. [redacted]’s account in the amount of $20.00 on August 23, 2016, and $87.76 on October 22, 2016, for the final billing statement. Mr. [redacted]’s account remains closed with a zero balance. 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. Ronnie A[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. I finally received the gift cars in the amount of 53.00
Sincerely,
[redacted]

July 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 July 26, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] feels that T-Mobile’s previous responses to her concerns have been insufficient to address her concerns. In regards to Ms. [redacted]’s concerns with her Carrier Freedom submissions. T-Mobile records confirm that Ms. [redacted] first submitted for our Carrier Freedom reimbursement program on November 11, 2016. At that time, and upon reviewing the documents which Ms. [redacted] submitted, T-Mobile found that Ms. [redacted] was eligible for a total of $285.34. The breakdown of this reimbursement is as follows: line ending in [redacted] was charged a total of $460.34 in eligible charges and received a device trade-in credit of $275.00 and pursuant to the terms of Carrier Freedom; this left a reimbursement for this line in the amount of $185.34. Ms. [redacted]’s line ending in [redacted] was assessed an early termination fee in the amount of $100.00 which was also eligible for reimbursement. This was a total of $285.34 which was reimbursed and sent to Ms. [redacted] in the form of a prepaid refund card.
In reviewing Ms. [redacted]’s original Carrier Freedom submission, T-Mobile found that she was denied any additional reimbursement as the final billing statement she submitted did not clearly outline which charges needed to be reimbursed.
T-Mobile has once again reviewed the account and confirmed that mobile numbers ending in [redacted] and [redacted] were transferred to another service provider on February 9, 2017. 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 lines of service after Ms. [redacted]’s new wireless service provider took control of them. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service ending in 6870 and [redacted] on Ms. [redacted]’s account on May 3, 2017, when Ms. [redacted] contacted T-Mobile. Please be advised during the period of February 9, 2017, and May 3, 2017, Ms. [redacted] did not contact T-Mobile.
As T-Mobile was not advised of Ms. [redacted] desire to cancel the line ending in 6870 and [redacted] the account was billed for services through May 3, 2017. It remains T-Mobile position that the balance is valid and owed. The balance of $2,076.36 consisted of monthly access charges for the billing period of February 5, 2017, through May 4, 2017, accelerated EIP charges of $1,480.36, applicable taxes, fees and a collection fee in the amount of $70.79.
Although it is T-Mobile’s position that this balance was valid and owed, as previously advised as a courtesy, we applied a credit of $680.39. This substantial credit covered all monthly access charges, applicable taxes and fees for the period from February 5, 2017, through May 3, 2017, which was the date of cancellation. This reduced the balance to $1,395.97. As an additional courtesy, on July 13, 2017, T-Mobile applied a credit to the account in the amount of $70.79 for the collection fee mentioned above. This leaves the account with a balance of $1,325.18. This final balance consists of only the remaining accelerated EIP balances for two Samsung Galaxy S7 Edge devices and one Samsung Galaxy Tab S2. It is T-Mobile’s position that this balance remains valid and owed.
In Ms. [redacted]’s correspondence to your office, she indicates that she did not receive a billing statement detailing what she was billed for. It is important to note that Ms. [redacted] was subscribed to T-Mobile’s paperless billing at the time of activation and has always had her billing statements delivered to her electronically and did not receive an actual paper statement. Ms. [redacted]’s account remained on paperless billing until her account was canceled on May 3, 2017 and her online account access was disabled at this time. At the time of cancellation, T-Mobile automatically removes paperless billing enrollment and sends our customers a paper copy of their final billing statements including any revised billing statements. In Ms. [redacted]’s case, T-Mobile sent a copy of the billing statements to the billing address on file which matches the address Ms. [redacted] has provided to your office. In addition, T-Mobile made several attempts to notify Ms. [redacted] of her past due balance prior to the account being sent to collection which was in the form of text messages to the active numbers on the account, billing and late notifications. Therefore, it is T-Mobile’s position that Ms. [redacted] was properly notified of her balanced owed prior to being sent to third party collections on June 2, 2017.
T-Mobile has reviewed the additional documents Ms. [redacted] has submitted to your office, and has confirmed these documents were not received during the appropriate timeframe to be eligible for the additional charges in regards to the Carrier Freedom program. In review of these documents there were additional charges which may have been eligible for reimbursement in the amount of $532.81. Although Ms. [redacted] is outside the allotted timeframe to resubmit these documents for reimbursed, as an additional courtesy, T-Mobile applied the credit of $532.81 to Ms. [redacted]’s account which reduced the balance to $792.37.
As Ms. [redacted] maintains possession of the devices it is T-Mobile’s position that the charges for the equipment are valid and owed. However, as previously stated, T-Mobile has agreed, to allow Ms. [redacted] to return her two Samsung Galaxy S7 Edge devices and Samsung Galaxy Tab S2, directly to our office with no physical or liquid damage. We have extended this offer and the devices must be post marked for return by August 14, 2017, from the date of this letter at:
T-Mobile USA, Inc.
Attn: [redacted]
[redacted]
[redacted] 
It is important to note that if the devices are returned damaged, the devices will be returned to Ms. [redacted] and the EIP balances will remain valid and owed. Upon receipt of the devices, T-Mobile will apply a credit for the matching charge for each device as follows; Samsung Galaxy S7 Edge IMEI 356164074390851, Samsung Galaxy S7 Edge 357751075183084, Samsung Galaxy Tab S2 359829060767794 totaling $1,480.36. Ms. [redacted]’s account will be left with a credit balance after all credits have been issued for equipment totaling $687.99. T-Mobile agrees to refund any credit balance remaining to Ms. [redacted]. Again, if Ms. [redacted], would like to accept T-Mobile’s offers to amicably resolve this matter, she may return her equipment as outlined above no later than August 14, 2017. After August 14, 2017, T-Mobile’s offer to return the equipment will be considered void and the balance of $792.37 will remain valid and owed.
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

Complaint: [redacted]
I am rejecting this response because: this was the most economic option provided to me. To be honest I was still confused after speaking to the young lady about the billing of services, but nonetheless the option she provided me was the most cost efficient road that I could take. I wasn't expecting this outcome; and what about my credit? Is anyone going to provide me with a courtesy credit for the time spent figuring all of this out? I purchased anew phone from T-Mobile that I'm responsible before based on some of the billing choices I made.
Sincerely,
[redacted]

From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 31, 2016 10:18 AMTo: Info <[email protected]>Subject: Fwd: You have a new message from the Revdex.com
 
Hi,
 
The following complaint #[redacted] has been resolved and they have honor their agreement after many many...

wasted hours with customer service. I would like to update correspondence between me and T-Mobile following after the complaint submission for Revdex.com records and reference. Please let me know if this is possible and how to go about it.
 
Thank you,
 [redacted]

July 20, 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 14, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets that Ms. [redacted] still has concerns regarding the account billing. Please be advised that as previously mentioned in our correspondence to your office, Ms. [redacted] qualified for the T-Mobile ONE 4 lines for $35/4th line free offer, and would pay a total amount of $140.00 per month after monthly discounts and automatic payment credits. However, as previously mentioned, due to an inadvertent error the credits for the fourth line free were not being applied. In, addition, the account was not receiving the AutoPay monthly credits as Ms. [redacted] did not have the AutoPay service active. Unfortunately, on April 25, 2017, the fourth line of service was cancelled when the mobile number was ported out to another service provider. Therefore, on July 11, 2017, a credit of $160.00 was issued to the account to refund Ms. [redacted] for the previous missing T-Mobile ONE 4 lines for $35/4th line free monthly credits that were missed while the line was still active.
In addition, Ms. [redacted]’ account has been suspended seven times between December 30, 2016, and June 29, 2017. Each time the account was suspended and then restored the account was assessed a restore from suspend fee of $20.00 per line; however, upon reactivating the services all restore from suspend fees were adjusted from the account.
As the account was being billed for a rate plan that required four mobile lines of service and only three were active, on July 18, 2017; T-Mobile issued a credit of $75.00 to refund Ms. [redacted] for the charges on the fourth line that was cancelled. This credit reduced the balance on the account to $772.17. As such, no further adjustments are required.
T-Mobile records confirm that on July 19, 2017, Ms. [redacted]’ account was subscribed to the T-Mobile ONE rate plan for $130.00 per month which provides the first two lines with unlimited talk, text and data. Please note that each additional line has a monthly cost of $25.00.
Should Ms. [redacted] wish to discontinue service with T-Mobile, Mr. [redacted] may contact Customer Care at 800-937-8997 for further assistance.
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]
Executive Response

Revdex.com:
 
Resolved!

September 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 12, 2016, regarding the above-referenced account. T-Mobile regrets any Equipment Installment Plan (“EIP”) payment concerns Mr. [redacted] has experienced. Additional EIP payments (above the normal monthly installment charges) tendered through Customer Care or T-Mobile’s online portal located at www.myt-mobile.com post to the account as balance-impacting payments until the bill cycle closes. Once the billing statement generates, a charge posts to the account which offsets the prior payment. For example, if a customer with a $200.00 account balance makes a $100.00 EIP payment online, the account will reflect a balance of $100.00 until the bill cycle closes and the offsetting charge is billed. T-Mobile records confirm that a billing statement generated for Mr. [redacted]’s account dated July 19, 2016, reflected a balance of $190.18 and was due by August 11, 2016. T-Mobile records indicate that on July 26, 2016, Mr. [redacted] posted EIP payments of $150.86, and a separate payment of $206.87. Also, Mr. [redacted] posted a payment of $106.20. As a result of the regular payment and additional EIP payments; Mr. [redacted]’s account reflected a credit balance of $273.75. Mr. [redacted]’s billing statement dated August 19, 2016, reflected a balance of $223.58 due by September 11, 2016, and consisted of monthly access charges from August 19, 2016 through September 18, 2016, the above-mentioned offsetting additional EIP payment charges and applicable taxes. On August 24, 2016, T-Mobile received a payment of $140.00 which brought the account balance to $83.58. T-Mobile subsequently received a payment of $83.58 on September 8, 2016, which brought Mr. [redacted]’s account to a zero balance. Although it is T-Mobile’s position that Mr. [redacted]’s account billed properly, in an effort to resolve this matter, on September 14, 2016, T-Mobile issued a courtesy credit in the amount of $190.00 to his account. As of the date of this letter, Ms. [redacted]’s account reflects a credit balance of $190.00 against which future charges will be applied. 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. William B[redacted] Executive Response

July 21, 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]
                        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, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
 
T-Mobile again regrets that our service did not meet Mr. [redacted]’s needs at his new address and that he has chosen another service provider.  Additionally, we regret that Mr. [redacted] has additional billing concerns.
 
Please note that if a customer has an open Equipment Installment Plan (“EIP”) or an open JUMP! On Demand (“JOD”) lease and the account is canceled, any remaining open EIP or JOD balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the agreement provided at the time of the transaction.  T-Mobile records indicate that Mr. [redacted] agreed to an EIP on June 24, 2014 with the purchase of a Galaxy S5, on December 11, 2014 with the purchase of a Galaxy Avant, on July 6, 2015 with the purchase of a Sony Xperia Z1 and on August 27, 2015 with the purchase of an Alcatel One Touch Pixi 7.  T-Mobile records further indicate that Mr. [redacted] agreed to a JOD lease on August 29, 2015 with the lease of an LG G4, on January 8, 2016 with the lease of an LG V10 and on February 2, 2016 with the lease of a Samsung Galaxy Grand Prime and a Samsung Galaxy Note 5.  When the account was canceled on May 3, 2016 the remaining EIP and JOD balances were accelerated and posted to the final billing statement dated May 24, 2015. 
 
However, as shared in our correspondence to your office on July 14, 2016, as a gesture of goodwill, T-Mobile allowed Mr. [redacted] to return his equipment to our office, though outside of the return period, and we adjusted the remaining balance due on these devices as well as his final service charges leaving him with a zero balance.  As such, it is T-Mobile’s position that no additional credit is due.
 
However, in an effort to amicably resolve the matter, T-Mobile has issued a refund to Mr. [redacted] for the payments made on any equipment leased in 2016 totaling $212.80. Mr. [redacted] will receive his refund as a prepaid MasterCard issued by Citibank and should expect to receive his card within seven to ten days.  We regret any inconvenience Mr. [redacted] may have experienced as a result of 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.
 
David T[redacted]
Executive Response

To the Revdex.com:I reviewed the response made by the business in reference to complaint ID [redacted], but was wanting an actual opportunity to speak by phone with T-Mobile's Executive Response department. As of this writing (6:12pm CDT, Tuesday, January 3, 2017, I have now done so. I was telephoned by Ms. B[redacted] and it was explained to me that the initial response to my complaint was a sort of boilerplate response intended to explain the options on my account.
Our actual conversation was more productive and I was able to convey, more clearly, my concerns and disappointment. Ms. B[redacted] understood my sentiments and appeared to be sufficiently sincere. The actions she stated that had been applied to my account were as follows:
1. Removal of all ongoing monthly payments on the promotional Alcatel tablets. These were costing me $10 monthly, and such charges will be discontinued going forward. If I understood her correctly, it may take one billing cycle for this adjustment to occur fully, and she said it would take about a week - roughly until Friday, February 7, 2017 - for the $10 charges per tablet to be completely removed.
2. Complete removal of the EIP (Equipment Installment Plan) allowance on the two tablets. Whereas I would have been responsible for over $240 to cover the cost of the tablets (had I cancelled T-Mobile service) I no longer have any financial responsibility to pay on either tablet whatsoever - I owe $0.00 for the tablets. Ms. B[redacted] indicated that this part of the resolution is complete as of right now.
I further expressed my concerns over several blind spots T-Mobile appears to have with their showroom sales reps making unsubstantiated claims about savings, and that dissatisfaction in situations such as this one can undo million-dollar national advertising campaigns, as consumers have social media in addition to word-of-mouth to compare notes. She seemed to appreciate this feedback.
With the actions stated to be taken by Ms. B[redacted] on behalf of T-Mobile, and with the pending proviso of the successful removal of the $10 charges for the Alcatel promotional tablets, I hereby accept T-Mobile's formal response to my complaint.
Sincerely, [redacted]

December 27, 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 December 18, 2016, regarding the above-referenced account. Please be advised that we have made 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. We regret any concerns Ms. [redacted] has regarding the T-Mobile account that was created with Ms. [redacted]’s credentials. In review of Ms. [redacted]’s correspondence to your office T-Mobile has further investigated Ms. [redacted]’s concerns and has confirmed the charges on her T-Mobile account are valid. Our records confirm Ms. [redacted] activated her T-Mobile account on September 20, 2013, and elected to subscribe to Simple Choice Value Family Unlimited Talk, Text, and data for $80.00 monthly. In addition, mobile number ending in [redacted] elected to subscribe to the optional Simple Choice Unlimited Data & 5GB SMHS $20.00 monthly, Premium Handset Protection (“PHP”) $8.00 monthly, and mobile number ending in [redacted] subscribed to Simple Choice 3GB Data $10.00, and PHP $8.00 for a total monthly recurring charge (“MRC”) of $126.00. T-Mobile records indicate that on September 20, 2013, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S3 Marble White 16GB handsets. 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 October 5, 2013, Ms. [redacted]’s EIP was closed due to the account being canceled. Our records confirm a billing statement dated November 2, 2013, reflected an amount due of $936.48, which consisted of a past due balance, accelerated EIP charges, MRC, taxes and fees. As payment was not remitted for the outstanding balance, on January 27, 2014, the account was assigned to a third party collection agency West Asset Management for collection of the debt. On February 3, 2014, T-Mobile records confirm an adjustment in the amount of $790.08 was applied for the handsets being returned to the T-Mobile warehouse leaving a remaining balance of $146.40. On November 3, 2016, a payment in the amount of $146.40 was remitted bring the account to 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. Christopher P[redacted] Executive Response

November 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 November 13, 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 Ms. [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding charges for a third line of service billed to the 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 Ms. [redacted]’ contact with our retail location. T-Mobile records indicate on April 11, 2015, a Mobile Internet line ending in [redacted] was activated and subscribed to our 5GB Match Your Phone Data plan for $10.00 per month. On April 30, 2016, Ms. [redacted] visited a T-Mobile retail location for assistance with updating a System Identifying Module (“SIM”) card for one of the voice lines on her account. Due to an inadvertent error, our Premium Handset Protection feature was added to Ms. [redacted]’ line ending in [redacted] for $12.00 per month. In August 2016, T-Mobile ended the Mobile Internet rate plan the line ending in [redacted] subscribed to and the rate plan was changed to our 5GB Mobile Internet rate plan for $20.00 per month. This new plan qualified for a $10.00 monthly discount and Ms. [redacted] did not see an increase to her monthly billing statements. Ms. [redacted] was charged $215.20 for the line ending in [redacted] from April 11, 2015, through November 15, 2016, and this charge consisted of the Mobile Internet rate plans as well as the Premium Handset Protection feature. On November 12, 2016, Ms. [redacted] received an adjustment in the amount of $108.73 as indicated in her correspondence to your office. Upon speaking with Ms. [redacted] November 15, 2016, T-Mobile advised her that she is required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. However, in an effort to amicably resolve this matter, T-Mobile placed an additional credit in the amount of $106.47 for the remaining charges Ms. [redacted] was billed for her line ending in 6574. T-Mobile has cancelled this line for Ms. [redacted]. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jennifer G[redacted] Executive Response