T-Mobile Usa Inc

November 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 22, 2016, regarding the above-referenced account. T-Mobile is sorry to hear of Ms. [redacted]’s concerns with her recent payments to T-Mobile. Please be advised that payment refills for our T-Mobile’s prepaid service are managed by third party Vesta. In reviewing Ms. [redacted]’s account, T-Mobile records confirm that on November 20, 2016, she remitted two payments to her prepaid account, one in the amount of $25.00 and a second one in the amount of $33.00. As Ms. [redacted]’s $25.00 Simply Prepaid rate plan was due, her account was left with a $29.00 credit balance which will automatically refill her next month of service. It is important to note that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” In an effort to amicably resolve this matter, on November 30, 2016, T-Mobile processed the refund for Ms. [redacted]’s payment in the amount of $33.00 plus applicable taxes to the same method used at the time of payment, Visa card ending in [redacted]. Please allow one to three business days for the funds to become available in Ms. [redacted]’s financial institution. In addition, as courtesy to Ms. [redacted], on November 30, 2016, T-Mobile issued a onetime bill credit in the amount of $36.00 equivalent to the overdraft fee Ms. [redacted] mentioned was billed to her by her financial institution. Ms. [redacted]’s account reflects a credit balance in the amount of $36.00. 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. Maggie R[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]                         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 23, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the billing on her 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]’ recent contact with our Executive Response Team.  T-Mobile regrets any inconvenience to Ms. [redacted].   T-Mobile records confirm that as of April 13, 2017, Ms. [redacted] is subscribed to the T-Mobile One All In Unlimited Talk, Text, and Data promotional rate plan, which for $110.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that if the account is enrolled in AutoPay, each line is eligible to receive a $5.00 discount, so long as the AutoPay feature remains active. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored payment method supplied by the customer.   T-Mobile records confirm Ms. [redacted]’ billing statement dated May 15, 2017carried a total balance due of $331.54. The balance consisted of monthly service, equipment charges, and applicable taxes and fees. Ms. [redacted]’ statement balance was due in full by June 7, 2017.    Furthermore, our records confirm that Ms. [redacted]’ account was enrolled in AutoPay on April 13, 2017. As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided. Accordingly, on June 5, 2017, a payment in the amount of $331.54 posted to Ms. [redacted] account. T-Mobile records further confirm that Ms. [redacted] disputed the payment made on June 5, 2017, with her financial institution and $331.54 was charged back to the T-Mobile account on June 7, 2017.   As stated in our correspondence to your office under file number [redacted], T-Mobile confirmed that due to an administrative error, on April 13, 2017, a second handset order for a Samsung J7 device was created and billed in full to the account in the amount of $218.54, which was reflected on the following billing statement. However, on June 15, 2017, T-Mobile applied a credit in the amount of $218.54 for the Samsung J7 device that was billed in full to the account. The credit reduced the account balance to $113.00.   Upon speaking with Ms. [redacted]’ on August 1, 2017, she indicated her social security number reflected incorrectly on her account.  In an effort to amicably resolve this matter Ms. [redacted] was advised to provide and unaltered copy of her ID and Social Security Card to [redacted]@T-Mobile.com to update her information. T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Abigail [redacted]-R[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 somewhat satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I am still awaiting for the proposed solution, which is the new iPhone, to be delivered. I won't be able to accept and close this case until I received the phone and test its reception signal. I am just notified by UPS that it will be delivered on 8/8.
Sincerely,
[redacted]

March 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 13, 20174, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Ms. [redacted] regarding her efforts to take advantage of our promotional Apple iPhone offer. Between September 9, 2016, and September 25, 2016, we offered our 2016 iPhone 7 Trade-Up promotion wherein eligible customers could purchase a new iPhone 7 32GB, finance the device through the Equipment Installment Plan (“EIP”) and trade-in their fully paid off iPhone from any carrier to receive monthly EIP bill credits and a trade in credit to reduce the total cost of the new iPhone 7.
T-Mobile records indicate Ms. [redacted] traded in an Apple iPhone 6 in gold which was received and processed on November 18, 2016. Unfortunately Ms. [redacted]’s Apple iPhone 6 in grey was processed and was found to have the FMIP feature still active. As such, Ms. [redacted]’s mobile number ending in [redacted] would not qualify for the 2016 Apple iPhone 7 Trade-Up offer as this is a requirement of the promotion.
Furthermore T-Mobile’s review found that Ms. [redacted]’s mobile number ending in [redacted] was not initially identified as a qualifying line for the promotional bill credits as part of the 2016 Apple iPhone 7 Trade-Up offer.
In an effort to resolve Ms. [redacted]’s concerns, T-Mobile ended the EIP loan for one of the iPhone 7 devices, which created a charge of $650.00 on Ms. [redacted]’s account, which we advised would be adjusted from her account prior to being billed. However due to an inadvertent error, T-Mobile did not initially apply a credit to offset Ms. [redacted]’s prepayment charge of $650.00.
In an effort to amicably resolve this matter, T-Mobile closed Ms. [redacted]’s two EIP’s for her two Apple iPhone 7 Plus handsets. Furthermore, T-Mobile has applied a total adjustment $1,342.27 towards Ms. [redacted]’s EIP loans for her two Apple iPhone 7 Plus handsets. Ms. [redacted]’s out pocket cost totals $197.71 for her two handsets. As such, Ms. [redacted]’s out of pocket cost is less than the promotional offer provided. Ms. [redacted] presently has a credit balance of $113.82 which will be applied to her next bill due on April 11, 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 team.
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

August 29, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 17, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.   T-Mobile regrets any concern Ms. [redacted] had regarding her account and services.  Please be advised that on October 6, 2016, Ms. [redacted] took advantage of our JUMP! On Demand offering with an Apple iPhone 7 Plus handset and agreed to 18 monthly lease payments a cost of $31.00 plus tax monthly.  JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the following months billing statement.   In addition to participating in JOD, Ms. [redacted] took advantage of our Equipment Installment Plan ("EIP") offering on two accessories financed for 24 monthly payments of $3.55.    Ms. [redacted] currently has seven more months remaining on her lease for a total of $217.00 plus tax and 14 more monthly payments on her EIP for a total of $49.48.  If Ms. [redacted] chooses, she may pay either of these off at any time.  If Ms. [redacted] wishes to purchase the Apple iPhone 7 Plus handset she may do so at an additional cost of $211.99 plus tax.  However if she pays off the lease, she has the option to return the device in like new condition with no physical or liquid damage, to a retail location of her choice and the purchase option price will be waived.   On June 11, 2017, Ms. [redacted] subscribed to our T-Mobile ONE rate plan for her line ending in [redacted].  The monthly cost for the rate plan is $75.00 including taxes and she has an additional Premium Handset Protection plan at $12.00 including tax.  Please note that T-Mobile offers the largest global data coverage area included at no extra charge.  This global freedom was automatically added to the qualifying plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel.   With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps.  Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees).  Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates.    To remain competitive and ensure customers on the T-Mobile network continue to experience world class service, we must look at our customers who consistently roam off-network each month. By canceling these extreme roamers' service, we reduce the burden of continual off-network roaming and can continue to offer great service and competitive rates to our customers. Our Terms and Conditions support T-Mobile’s decision to address extreme roaming by customers that are consistently using our Service outside our T-Mobile-owned network coverage area.  Regarding accounts that have at least one line domestically or internationally roaming off the T-Mobile network, with usage greater than 50% for three months, T-Mobile contacts these customers to notify them of termination of their service, for violation of T-Mobile's Terms & Conditions.   Upon speaking with Ms. [redacted], T-Mobile offered the option of a seasonal suspension for 90 days of the time that Ms. [redacted] is in Spain.  This is a courtesy 90 day suspension provided by T-Mobile for customers who will be traveling internationally for an extended period of time, which reduces the line fee to $10.00 monthly plus any equipment cost.  As Ms. [redacted] advised she would be gone for approximately 120 days she was advised that the suspension would reduce her line cost to $10.00 from August 31, 2017, through November 29, 2017 and beginning November 29, 2017 through the time that she returns she will be subject to the aforementioned roaming terms.  In Addition, T-Mobile made Ms. [redacted]’s device eligible for unlock for international travel so she can use an international provider for the time she is traveling.  Ms. [redacted] accepted this offer as a resolution to her concern.  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.   Juan C[redacted] Executive Response

I accept this resolveRevdex.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]

December 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 24, 2016 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] M. [redacted], and that she has designated [redacted] as an authorized user of the account. We are pleased to inform you that T-Mobile has addressed Mr. and Mrs. [redacted]’s concerns to their satisfaction. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. Video streaming has become the #1 way many people use data. Binge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube and Netflix, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less data. That said, Binge On is a feature that our customers can control at all times. It can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online website. We are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr. [redacted]’s expectations. While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity. In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers. T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity. Please note, Mr. [redacted]’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity. Where the network is lightly loaded, Mr. [redacted] will likely notice little, if any, affect from this lower priority. However, at times and places where the network is heavily loaded, Mr. [redacted] can expect to see some material reduction in data speeds. In our conversation with Mr. [redacted], he indicated that has lost all signals in some areas. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Please note, although data prioritization may still occur when using Binge On, it will only affect Mr. [redacted] in certain areas and times where network is heavily loaded, but he will still have signal and as such it is T-Mobile’s determination that the issues encountered by Mrs. and Mr. [redacted] are unrelated to data prioritization but mainly due to network or signal limitations in certain areas. It is important to note, we found that Mr. [redacted] has only reached the fair usage threshold in two instances; once in February 2016 and once more in April 2016, but we could not find any other records where Mr. [redacted]’s data has been prioritized. Nonetheless, in an effort to amicably resolve Mr. and Mrs. [redacted]’s concerns, on November 30, 2016 T-Mobile applied a credit of $35.00 which is equal to a month of service charges on Mrs. [redacted]’s account. Additionally, we applied a credit of $25.00 on Mrs. [redacted]’s account as she informed us they did not receive a promised credit under our Refer-a-Friend program. Mr. [redacted] accepted the credits as resolution to his concern and the account remains active with credit balance of $25.00. 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. Sal O[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because I want to drop this complaint. It is not worth spending more time on this matter. I already learned my lesson from T-mobile and business alike.
Sincerely,
[redacted]

April 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 9, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted]’ concerns to his satisfaction.
T-Mobile regrets any inconvenience regarding Mr. [redacted]’ handset exchange. T-Mobile records indicate that Mr. [redacted] processed a handset exchange on March 29, 2017, for the Samsung Galaxy Note 5 32GB. Please note, shipping information provided to customers at the time an exchange is processed is always approximate, and handset orders may be subject to backorder or delivery delays based on the available supply. Additionally, at the time a handset exchange order is processed, we may not be able to disclose the backorder status of the handset as it is determined through the order fulfillment department at the T-Mobile National Return Center (NRC). Once the NRC has determined the handset is on backorder, it will be reflected in the ordering system. Please be assured that T-Mobile strives to process handset upgrades and exchanges in a timely fashion and appreciate Mr. [redacted]’ feedback regarding his recent handset experience.
In an effort to amicably resolve this matter, on April 11, 2017, T-Mobile will cancel the order that is in backorder and send a Samsung Galaxy Note 5 32BG-Gold from our Executive office. Mr. [redacted] should receive the replacement device within the next five to seven business days.
Furthermore, as a gesture of goodwill, T-Mobile will refund Mr. [redacted] for the device that he had to purchase separately to continue to use our service. A refund via a prepaid MasterCard will be mailed to Mr. [redacted] in the amount of $200.00. Mr. [redacted] should expect the refund card within ten business days and may contact Citibank at 1-800-522-7458 to check the status of the refund card.
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

August 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]

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

in receipt of your correspondence dated July 27, 2017, regarding the above-referenced file number. Please be advised that T-Mobile records indicate that Mr. [redacted] does not have an active T-Mobile account.
T-Mobile regrets any equipment concerns Mr. [redacted] has experienced regarding his LG Stylo handset. T-Mobile policy indicates that under specific conditions, T-Mobile may be able to provide a Mobile Device Unlock (“MDU”) for select handsets the meet eligibility requirements. Device eligibility is determined as follows:
• The device must be a T-Mobile device.
• The device must not be reported to T-Mobile as lost, stolen, or blocked.
• The account associated with the device must not be canceled, and be in good standing.
• You have requested no more than two mobile device unlock codes per line of service in the last 12 months.
• The device must satisfy all the Postpaid or Pay in Advance (Prepaid) Unlocking terms.
• T-Mobile may request proof of purchase or additional information in its discretion and certain othis exceptions may apply.
The requirements for an MDU are available to customers by visiting https://support.t-mobile.com/docs/DOC-1588. As the handset did not meet the Postpaid or Prepaid unlocking terms, Mr. [redacted]’s handset was ineligible for an MDU.
Nevertheless, as a courtesy to Mr. [redacted], T-Mobile provided an MDU and instructions for unlocking his LG Stylo handset. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any furthis 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

July 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 July 8, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his device upgrade and appreciates the opportunity to respond to his concerns. T-Mobile records reflect that on May 18, 2017, Mr. [redacted] purchased two Samsung Galaxy S8 devices on his mobile numbers ending in [redacted] and [redacted] utilizing T-Mobile’s Equipment Installment Plan (“EIP”). Mr. [redacted] also agreed to pay 24-monthly payments of $14.25 and $30.00, respectively, including tax.
Please note that the JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade the device they enrolled in JUMP! to a new device up to two times per 12 month period beginning six months after enrollment.
The customer is then presented with the terms and conditions of the trade in and if the customer is agreeable, T-Mobile then provides a mailing label and shipping envelope for the device, which must be returned within 30 days in the same condition as when presented for inspection. Customers are able to receive their upgrade device on EIP while the trade-in is being processed. Once received, it is again inspected and if found to be in acceptable condition, the EIP for the new device is wiped out and, if applicable, any additional value for the received device is added as a credit to the account balance.
T-Mobile records indicate that upon receipt of Mr. [redacted]’ equipment at the trade-in center and inspection of the device, it was found to have physical damage not evident at the time it was traded in making it ineligible for the trade-in credit for the JUMP! upgrade.
Please note that the terms and conditions of the JUMP! upgrade, which Mr. [redacted] agreed to, informed him that he would not be able to have the device shipped for trade-in returned to him. As such, we respectfully decline the request for its return.
Nevertheless, in an effort to amicably resolve this matter, on July 11, 2017, T-Mobile absolved Mr. [redacted] of his remaining balance on the Samsung Galaxy S7. As an additional gesture of good will, on July 11, 2017, T-Mobile issued a one-time credit in the amount of $55.84, resulting in a credit balance of $55.84. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]

Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted] Executive Response

July 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 23, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced in regards to a T-Mobile account that was activated under her name.  Please be advised that T-Mobile offers options to customers with bad credit, no credit, and for customers who simply do not want to provide their SSN.  T-Mobile offers the No Credit accounts which allows customer to have a postpaid account without having to have a credit check.  It is important to note that the No Credit accounts may not have all of the benefits that are offered to regular postpaid accounts.    Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may.  The account may be reported to the credit bureau while a balance remains outstanding.  Please note that as no SSN is requested from the customers for a No Credit account, they do not get referred to collection agencies if left unpaid and records are kept for internal use only.    T-Mobile records reflect that Ms. [redacted]’s account was activated on March 21, 2017, with one mobile internet (“MI”) line on the T-Mobile One No Credit Check (“NCC”) Tablet plan for $75.00 a month, and a $25.00 deposit was paid via a credit card number ending in 5310.    T-Mobile records reflect that on April 24, 2017, the account was suspended for non-payment at which time the account ceased being charged for her monthly recurring bill.  Ms. [redacted]'s billing statement dated May 14, 2017, reflects a total balance due in the amount of $87.14 of which $61.16 was considered past due.  Ms. [redacted] was assessed $25.98 for partial monthly recurring charges between the dates of April 15, 2017, and April 24, 2017, with the balance due on May 24, 2017.    As Ms. [redacted]’s account continued in a financially delinquent status on May 25, 2017, the account was cancelled for non-payment and the $25.00 deposit was released reducing the balance to $62.14.  Ms. [redacted]'s final billing statement dated June 14, 2017, reflects a total balance due in the amount of $62.14.    It is important to note that our records reflect that Ms. [redacted]’s MI line has no usage.    Upon speaking with Ms. [redacted] on June 26, 2017, T-Mobile offered a credit in the amount of $62.14 to bring account to a zero balance.  Ms. [redacted] agreed.  Additionally, T-Mobile has informed that her No Credit account should have not impacted her credit report.  T-Mobile has requested for Ms. [redacted]’s full SSN for the sole purpose to verify if there may be any additional accounts under her SSN.  Regretfully, Ms. [redacted] declined the option to provide her full SSN and indicated that she will check with credit bureaus to get an account number.  T-Mobile has provided Ms. [redacted] with an email to where she may forward the account number in dispute for further investigation.  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.   Juan B[redacted] Executive Response

March 25, 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 March 16, 2016, regarding the above-referenced account. We are pleased to report that we have successfully contacted Mr. [redacted] and have resolved the matter to his satisfaction. We regret any inconvenience that Mr. [redacted] may have experienced regarding his equipment exchange. Our records indicate that on February 18, 2016, a replacement device was requested for the non-working Samsung Galaxy S6 associated with Mr. [redacted] mobile number ending in [redacted] via our Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. However, if upon return of the non-working handset T-Mobile has determined that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. Regrettably, upon receipt of Mr. [redacted] non-working handset it was examined and was found to have sustained substantial physical damage, which is not covered under the warranty. As such, Mr. [redacted] was assessed an out-of-warranty fee in the amount of $425.00 as captured on the billing statement dated March 14, 2016. Please note that a warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of his exchange. This information is in the material that accompanies the replacement handset. Nevertheless, upon speaking with Mr. [redacted] on March 21, 2016, as a means of amicable resolution, T-Mobile agreed to apply a courtesy credit of $425.00 to his account for the above mentioned out-of-warranty fee. As a result, Mr. [redacted] account currently reflects an outstanding account balance of $648.05. This amount consists of a past due balance of $248.77, as well as current monthly access charges, monthly EIP charges of $85.83 as well as applicable taxes and fees for the billing period of March 14, 2016 to April 13, 2016, with a due date of April 6, 2016. In addition, an executive collection hold has been placed on the account until March 27, 2016, to allow Mr. [redacted] additional time to satisfy the above mentioned past due 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. Emilio S[redacted] Executive Response

Revdex.com:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Wednesday, May 10, 2017 5:24 PM To: Complaints <[email protected]> Subject: [redacted]   Hi   I submitted a dispute on Monday with T-mobile - today they called me back letting me know they found the...

phone. Please close the dispute.   Thank you   Sent from my iPhone

September 30, 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 September 25, 2015, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] regarding our JUMP! On Demand program. T-Mobile records confirm that on September 19, 2015, Ms. [redacted] processed a JUMP! On Demand for her Apple iPhone 6S handset. Ms. [redacted] was not required to make a capital cost reduction payment but agreed to a series of 18 lease payment in the amount of $27.00. Upon speaking with Ms. [redacted], she stated that she did not want to process a JUMP! On Demand program, she wanted the handset on a regular Equipment Installment Plan (EIP). T-Mobile regrets any confusion to Ms. [redacted] regarding our equipment programs. On September 25, 2015, Ms. [redacted] was sent a return shipping label to return her new iPhone 6S to T-Mobile under the equipment return period. Ms. [redacted] also advised T-Mobile that her current Apple iPhone 6 has physical damage to the screen, which would make the handset ineligible for trade in credit. Ms. [redacted] will need to file a claim with [redacted], our third party equipment protection company, to be able to receive a non-damaged device. The deductible for the iPhone 6 is $175.00. Upon receiving the new claim, Ms. [redacted] would be able to trade in her iPhone 6 for trade in credit or participate in the JUMP! Program for a credit of the remaining EIP balance. In an effort to amicably resolve this matter, on September 29, 2015, T-Mobile offered Ms. [redacted] a credit of $185.26 towards her account balance due for October 16, 2015. Ms. [redacted] stated she needed more time to decide if she would like to accept this credit as a resolution to this matter. Ms. [redacted] may contact me at the number provided below by October 29, 2015, to accept this as a resolution to this matter. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

October 13, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

*** ***                         Your File No. ***   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 30, 2017, regarding the above-referenced file number.  Please be advised that we have made several attempts to contact Mr. ***, which have proven unsuccessful.  As such, T-Mobile will make every effort to address his concerns within this letter.       T-Mobile regrets any inconvenience that this matter may have caused Mr. *** and appreciates the opportunity to respond to his concerns.  Please be advised that individuals who want to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit.  Similarly, any post-paid customers who wish to purchase new equipment and finance it through our Equipment Installment Program (“EIP”) are also required to consent to a check of their personal credit.  Based on an individual’s personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service.  In addition, for any customer asking to use the EIP program to finance equipment, the credit check provides information about what T-Mobile can offer that individual for financing terms.   T-Mobile was not able to locate an account with the information provided by Mr. ***, and would need additional information to further research the unauthorized credit inquiry.  If Mr. *** would like to pursue additional investigation, he may contact me at the number provided below. T-Mobile regrets 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 844-213-3926 ext. ***.     Very truly yours,   T-MOBILE USA, INC.   Melyssa G*** Executive Response Tell us why here...

Complaint: [redacted]I am rejecting this response because:
I will be contacting the company. It was never explained that I would continue to be charged the $10 for the tablet if I closed out my account. I still am requesting the $80 credit (which includes the deposit.Sincerely,[redacted]

May 3, 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 20, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’ satisfaction. T-Mobile regrets that Ms. [redacted] experienced charging issues with her Samsung Galaxy S6 handset. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Ms. [redacted]’ handset, upon receipt we examined it and it was found to have sustained physical damage to the charger port, which is not covered under the limited warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the material that accompanies the replacement handset. In an effort to resolve this matter amicably, T-Mobile has applied account credits totaling $425.00 for the disputed out-of-warranty fee and applicable taxes. The account currently reflects a balance of $244.78 includes monthly recurring charges, Equipment Installment Plan charges, a service warranty processing fee and applicable taxes from the April 13, 2016 billing statement. 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. Pancho Q[redacted] Executive Response

July 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 June 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] had with respect to the final balance on her T-Mobile account. It is very important to note that this account was opened with Ms. [redacted] personal information, including her social security number, and it was her personal credit on which the account was established. Accordingly, Ms. [redacted] is the only one financially responsible for the charges associated with the account.
T-Mobile records reflect that on June 7, 2013, Ms. [redacted] activated her account. T-Mobile records further reflect that on March 8, 2014, Ms. [redacted] elected to change her rate plan and subscribed to T-Mobile’s Simple Choice Value Family Unlimited Talk, Text and Data rate plan for $80.00 per month with mobile numbers ending [redacted] and [redacted]. The mobile number ending in [redacted] had 5 gigabytes (“GB”) of data and Hotspot for $20.00 per month and the JUMP! 2.0 feature for $12.00 per month. Also, the mobile number ending in [redacted] had unlimited data and 5 GB of Hotspot for $20.00 per month and the Device Protection feature for $10.00 per month.
In addition, Ms. [redacted] had a Mobile Internet line ending in [redacted] subscribed to T-Mobile’s Simple Choice Mobile Internet 3GB rate plan for $30.00 per month. As well, Ms. [redacted] had an additional Mobile Internet line ending in [redacted] subscribed to T-Mobile’s Simple Choice North America Mobile Internet 2GB rate plan for $20.00 per month.
T-Mobile records indicate Ms. [redacted] qualified for and took advantage of the below Equipment Installment Plans (“EIP”):
• June 18, 2016, one Samsung Galaxy Note 5 32GB handset under mobile number ending in [redacted] with 24-monthly installments in the amount of $29.59.
• June 28, 2016, one iPhone 6S 16GB handset, one Universe 10 inch keyboard, one iPhone 6 CM accessory, one iPhone Random Order screen protector, one TM 5K Portable charger and one Belkin Premium Metallica lightning CBLS accessory under mobile number ending in [redacted] with 24-monthly installments in the amount of $36.49.
On June 28, 2016, a Change of Responsibility (“COR”) was completed whereby Ms. [redacted] authorized P Virtual Avail Inc. [redacted] P [redacted] to take the mobile numbers ending in [redacted] and [redacted] from the above account to a separate, newly activated business account.
Our records confirm that the EIPs mentioned above associated with the mobile numbers ending in [redacted] and [redacted] were not moved from Ms. [redacted] account, as T-Mobile did not obtain the authorization required by Ms. [redacted] and the new billing responsible party in order to complete the transfer.
On July 8, 2016, pursuant to Ms. [redacted] request, the mobile number ending in [redacted] was cancelled. Yet, on September 26, 2016, pursuant to Ms. [redacted] request, the account was resumed from cancellation and the mobile number ending in [redacted] was transferred from the newly activated business account to Ms. [redacted] account and on that same day it was transferred back to the newly activated business account, therefore cancelling Ms. [redacted] account. Regrettably, as the account was canceled prior to fulfillment of the EIP terms, the EIP balances of the above listed devices totaling $1,518.85 were accelerated and posted to the billing statement dated August 10, 2016.
The final balance on Ms. [redacted] account is reflective of the following charges:
• Ms. [redacted] billing statement dated July 10, 2016, had a balance of $73.53 consisting of the EIP monthly installment mentioned above, and the taxes and applicable fees billed through August 9, 2016.
• Ms. [redacted] billing statement dated August 10, 2016, had a balance of $1,592.38 which included past due balance of $73.53 from the prior billing statement dated July 10, 2016, the remaining EIP balances of the above listed devices totaling $1,518.85.
• Ms. [redacted] revised billing statement dated September 10, 2016, had a balance of $1,592.38 for the above mentioned charges. Please note that on September 26, 2016, a courtesy credit of $76.22 was posted to the account, leaving the account with a remaining balance of $1,516.16.
• Ms. [redacted] revised billing statement dated October 10, 2016, had a balance of $1,516.16 for the remaining EIP balances of the above listed devices.
T-Mobile provided Ms. [redacted] multiple notices that the account was in a past due status. These notices were provided in the monthly invoice, through text messages, calls from our Financial Care team requesting payment and also letters and/or emails. Please be advised that as payment was not remitted for the final balance of $1,516.16, on October 8, 2016, the account was assigned to Receivables Performance Mgmt., a third party collection agency, for the collection of the outstanding balance. Following, on April 13, 2017, the account was assigned to AmSher, an additional third party collection agency.
Please note that on June 25, 2017, T-Mobile notified AmSher to cease and desist all collection efforts against Ms. Osinowo. However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this balance.
Additionally, as the EIP terms were not fulfilled by the devices not being paid in full, T-Mobile blocked the International Mobile Equipment Identifier (“IMEI”) of both devices from use on T-Mobile and most other wireless carrier’s network.

Should Ms. [redacted] choose, as a courtesy to her and an in effort to amicably resolve this matter, on June 29, 2017, T-Mobile agreed to allow Ms. [redacted] to return the Samsung Galaxy Note 5 32GB handset with IMEI number [redacted] and the iPhone 6S 16GB handset with IMEI number 355765079916150 for a total credit of $1,516.16 to T-Mobile. Upon receipt, T-Mobile will apply the above mentioned credit. Ms. [redacted] may return the devices directly to my attention within 15 days to the following address:
Executive Response
Attention: Aika A[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Should Ms. [redacted] accept, T-Mobile recommends that she use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the devices. In addition, we request that Ms. [redacted] include the battery, charger, and her T Mobile account information with her equipment to ensure proper credit. We also ask that Ms. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the device will be returned to her if the application is enabled and no credit will be issue.
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.
Aika A[redacted] Executive Response