T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: I didn't accept the prior device because when I went to pick up said device it was not at the store that was indicated to me to get it from then a couple day later I got a message saying it was sent back and now that I have complained again the representative sent it to the original store that I had complained about and told her I want going back to that store.  Yes I have used my warranty /insurance that I pay for who wouldn't if your car is broken you would get it fixed. Also just because I didn'tbuy a phone from them directly doesn't mean I haven't bought phones there are numerous places I can or could have bought tmobile phones, ( best buy, walmart, kmart, target, independently owned) glad is is the kind of service to expect when you have been a customer for over 10 years. "Too bad buy a new phone since you haven't since 2011"
Sincerely,
[redacted]

April 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account.
T-Mobile regrets any continued billing concerns Mr. [redacted] may have and we appreciate the opportunity to address his concerns. A detailed breakdown of Mr. [redacted]’ charges is as follows: T-Mobile records indicate Mr. [redacted] was subscribed to our T-Mobile ONE rate plan with two lines of service for $130.00 and $25.00 per additional line of service. Mr. [redacted] was also subscribed to our Simple Choice Wearable rate plan for $15.00 per month. Please note that customers like Mr. [redacted] were eligible to receive a $10.00 per month discount towards the wearable rate plan as he was also subscribed to a voice line of service.
Further, T-Mobile records indicate Mr. [redacted] qualified for and took advantage or our JUMP! On Demand (“JOD”) lease offer with two Samsung Galaxy S 7 handsets on March 3, 2016. At the time of Mr. [redacted]’ lease signing he was not required to remit a capital cost reduction payment, he agreed to 18 monthly lease payments of $28.00 per handset, and a purchase option price of $165.99 per handset. Additionally, T-Mobile records indicate Mr. [redacted] purchased the following handsets using our Equipment Installment Plan (“EIP”) offering on March 25, 2016:
• A Samsung Galaxy Grand prime with 24 monthly installments of $7.92
• A Samsung Galaxy S 6 Edge+ handset with 24 monthly installment so f $28.34
• A Samsung Galaxy Note 5 handset with 24 monthly installments of $29.17
T-Mobile records reflect that on September 4, 2016, Mr. [redacted] participated in the Limited Warranty Exchange process for his non-working Samsung Galaxy S7. At that time Mr. [redacted] was provided instructions on the return process and was advised that she would be subject to a non-return fee if the non-working handset was not returned within 15 days of delivery of the replacement.
As T-Mobile did not receive the non-working handset Mr. [redacted]’ account was assessed a non-return fee of $718.79. Furthermore, on November 23, 2016, Mr. [redacted] was sent a billing statement showing an outstanding balance of $1,434.12 which consisted of a past due balance of $342.84, monthly recurring charges from November 24, 2016, through December 23, 2016, as well as the non-return fee for the Samsung Galaxy S7.
Further, as Mr. [redacted]' account carried a past due balance, his account was suspended on December 18, 2016. Anytime an account carries a past due balance, it may be subject to suspension and or cancellation. Additionally, customers may be charged a fee if services are suspended, and we later restore services. Accordingly, following payments totaling $347.36, and a $14.00 courtesy credit, on December 23, 2016, Mr. [redacted] was sent a billing statement in the amount of $1,630.93, which consisted of a past due balance of $1,072.76, as well as monthly recurring charges from December 24, 2016, through January 23, 2017. As payment was not received toward the account balance, Mr. [redacted]’ account was suspended on February 11, 2017.
As such, Mr. [redacted] was sent a billing statement on February 23, 2017, in the amount of $2,428.35, which consisted of a past due balance of $1,812.10, new charges from February 24, 2017, through March 23, 2017, as well as adjustments for services from January 24, 2017, through February 23, 2017, for services billed during the suspension. Please note that Mr. [redacted] was billed six restore from suspend fees, which were detailed on this billing statement.
Upon further review of Mr. [redacted]’ account on February 28, 2017, T-Mobile confirmed receipt of the non-working Galaxy S7 handset, and therefore issued a credit in the amount of $718.79, reducing Mr. [redacted]’ balance to $1,759.13. Additionally, T-Mobile issued a credit in the amount of $240.14 for the pro-rated charges incurred while services were suspended on December 18, 2016, reducing his balance to $1,513.99.
In an effort to amicably resolve Mr. [redacted]’ concerns regarding the restore from suspend fees as detailed in our response to your file number [redacted], on February 28, 2017, T-Mobile issued a credit in the amount of $120.00, for the restore from suspend fees assessed for the February 11, 2017, suspension.
As T-Mobile did not receive a payment toward the outstanding balance of the account, on March 24, 2017, Mr. [redacted] was sent a billing statement in the amount of $1,845.74 which consisted of a past due balance of $1,393.99, as well as new monthly recurring charges from March 24, 2017, through April 23, 2017. It is T-Mobile’s position that this balance is accurate and owed, and T-Mobile respectfully declines Mr. [redacted]’ request for additional credits toward his account balance. To avoid further collection activities we encourage Mr. [redacted] to contact our Customer Care team by calling 800-937-8997 to remit payment. T-Mobile regrets any inconvenience to Mr. [redacted].
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent conversations 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

July 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 21, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her coverage concerns. Per our conversation with Ms. [redacted] on July 26, 2016, she is having issues with a prepaid calling card she purchased for international long distance calls. We regret to hear that she is having issues with her coverage that has also affected her ability to make international long distance calls. In an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment in the amount of $80.00 to Ms. [redacted]’s T-Mobile account. Ms. [redacted]’s updated balance is $149.08 which includes her bill statement date July 23, 2016 for her monthly recurring charges from June 23, 2016 thru July 22, 2016. T-Mobile does regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

May 1, 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 April 22, 2017, regarding the above-referenced account.
T-Mobile strives to provide the best handsets and service experience to our customers. We regret any concerns experienced by Ms. [redacted] regarding the information reflected on www.T-Mobile.com associated to her current in-use handset.
T-Mobile records confirm that on January 27, 2017, Ms. [redacted] purchased one iPhone 7+ 32 gigabyte GB handset with IMEI number [redacted] under the mobile number ending in [redacted] through our Equipment Installment Plan (“EIP”) program. Regrettably due to an inadvertent system error, the above mentioned handset is not the same handset reflecting currently in use under the line ending in [redacted] or through www.t-mobile.com.
In an effort to amicably resolve this matter, on April 26, 2017, T-Mobile requested the correct handset information be updated in our database under the line ending in in [redacted] and as of April 27, 2017, this issue has been resolved. We regret any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

August 17, 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 August 10, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with our promotional offers and we appreciate the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated two lines of service on November 20, 2016 and attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 lines On Us;
• 2016 November Tablet On Us; and
• 2016 Smartphone On Us
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
To begin with, our records reflect that Ms. [redacted] met all of the requirements for 2016 November Tablet On Us and 2016 Smartphone On us and that she has been receiving monthly account credits towards the monthly billing statement for both Equipment Installment Plans (“EIPs”).
With respect to the 2016 Friends & Family 2 Lines on Us offer, Ms. [redacted] did not meet the requirements for one of the two lines activated on November 20, 2016. Part of the 2016 Friends & Family 2 Lines On Us offer stipulated that if the customer was on a rate plan that they received a free line of service such as Ms. [redacted]’s Simple Choice Family Match 10 GB 4th Line Free rate plan, they would qualify for one free line of service under the 2016 Friends & Family 2 Lines On Us offer. As such, Ms. [redacted]’s mobile number ending in 7075 does receive the monthly promotional credit of $20.00 per month for the additional line fee; however line ending in [redacted] does not receive the monthly promotional credits.
T-Mobile contacted Ms. [redacted] via telephone on August 15, 2017. At the time of our conversation T-Mobile informed Ms. [redacted] she does not qualify for the 2016 Friends & Family 2 Lines On Us offer on her mobile number ending in [redacted]. However in an effort to amicably resolve this matter, T-Mobile has agreed to apply a onetime credit of $150.00 which represents the monthly access fee associated with the mobile internet line [redacted] for six months. Ms. [redacted]’s account reflects a credit balance of $150.00.
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.
Martin G[redacted]
Executive Response

September 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 3, 2015, regarding the above-referenced account. Please be advised that T-Mobile takes customer’s security very seriously, after verification our records confirm that Ms. [redacted] in an authorized user on the above-referenced business account. T-Mobile regrets to hear that Ms. [redacted] experienced concerns with her coverage and handset while she was a customer with T-Mobile. Our goal is to provide our customers with the best experience possible. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. T-Mobile records confirm that on November 10, 2012, Ms. [redacted] activated a business account with the mobile numbers ending in [redacted] and [redacted]. We have carefully reviewed Ms. [redacted] usage and found that during her billing cycle running from April 7, 2015 through June 24, 2015, the account used an average of 726 minutes,1,296 messages, and 1,383 megabytes of data. It is T-Mobile’s position that Ms. [redacted] was able to utilize her service. Our records indicate that on January 4, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Light Brown handset for a total of $240.00. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Ms. [redacted] personal credit history at the time of Ms. [redacted] purchase, she was not required to make a down payment; however, she agreed to a series of 24 monthly installments in the amount of $10.00 per month. On June 24, 2015, Ms. [redacted] canceled her mobile numbers ending in [redacted] and [redacted], when she transferred her mobile numbers to another service provider. Ms. [redacted] final balance is $352.97, which consists of her monthly access charges from May 7, 2015 through June 24, 2015, monthly EIPs, final EIP balance of $70.00, and applicable taxes. It is T-Mobile’s position that the charges are valid and owed. However, in an effort to amicably resolve this matter, on September 8, 2015, T-Mobile offered Ms. [redacted] the option to return her Samsung Galaxy Light to my attention in like-new condition and in exchange T-Mobile agrees to credit the final EIP and final monthly access charges. The handset can be mailed to me at the following address: T-Mobile USA, Inc. Attn: Leah T[redacted] c/o Executive Response P.O. Box [redacted] Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handset, battery, charger and her account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than October 8, 2015. Should Ms. [redacted] fail to meet this date the offer shall be considered void and charges will be considered valid. 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

Complaint: [redacted]
I am rejecting this response because:I do not agree with their resolution.  I will not accept at all as is so they can close this as declined.
Sincerely,
[redacted]

November 14, 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 7, 2016, regarding the above-referenced prepaid mobile number. T-Mobile regrets any concerns to Mr. [redacted] with regards to their handset purchase. Additionally, we are sorry that Mr. [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers when visiting our T-Mobile retail location. Please be advised that at the time of activation, T-Mobile provided a 20-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. During the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and if requested, cancelation of the service. Please note that pursuant to our terms of service, a restocking fee may be assessed during the return period. T-Mobile regrets any inconvenience to Mr. [redacted] with regards to this. On November 11, 2016, in an effort to amicably resolve this matter, T-Mobile offered to send Mr. [redacted] a Certified Pre-Owned LG G3 handset at no cost. Mr. [redacted] was satisfied with this resolution. Please be advised that Mr. [redacted] will have to send his Samsung Galaxy ON5 to the address below. Executive Response Team Attention: Cesar Account # [redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Please note that Mr. [redacted] will have 14 days from the day he receives his replacement LG G3 to return his Samsung Galaxy ON5. T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to us. We also ask that Mr. [redacted] please include the handset, charger and his account information within the box to ensure that he is not charged for the LG G3. 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. Cesar R[redacted] Executive Response

November 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 October 23, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his billing statements and we are grateful to receive the opportunity to address his concern. Our records indicate on September 14, 2014, Mr. [redacted] enrolled in our Simple Choice Family Unlimited Talk, Text and Data plan for all four lines of service at $100.00 per month. Also, Mr. [redacted] added 6GB of data features at $10.00 per month to the lines of service whose mobile numbers ended in [redacted] and [redacted]. Furthermore, Mr. [redacted] added the optional JUMP! 1.0 features to the lines ending in 3539 at $9.00 per month, for the line ending in 3538 at $9.00 per month and for the line ending in [redacted] at $12.00 per month. Mr. [redacted] was enrolled in a postpaid account and as such it was billed in arrears. In Mr. [redacted]’s case, his billing cycle ran from the 14th of the month and ended on the 13th of the following month. Regrettably, on September 16, 2016, Mr. [redacted] cancelled his account by porting out all four lines of service. At the time Mr. [redacted] also had an active Equipment Installment Plan (“EIP”) for an Apple iPhone 6 Plus Space Gray 64GB device which was originally opened on December 9, 2014. At the time, Mr. [redacted]’s device was priced at $849.99 and he paid $99.99 down payment and agreed to pay 24-monthly installments of $31.25 each. As Mr. [redacted]’s account was cancelled, the remaining EIP charges of $62.50 were accelerated and become due in full with the final billing statement. Mr. [redacted]’s last payment totaled $195.59 which covered the service charges from August 14, 2016, to September 13, 2016. However, Mr. [redacted]’s final billing statement from September 14, 2016 to October 13, 2016 was in the amount of $245.55 which included the EIP accelerated charges of $62.50 and monthly recurring charges of $183.05. 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 October 13, 2016. In an effort to amicably resolved Mr. [redacted]’s concerns, on October 30, 2016, T-Mobile applied a credit of $183.05 to cover the monthly recurring charges assessed on his final billing statement. However, the EIP balance of $62.50 is considered to be valid and due by November 6, 2016. Mr. [redacted]’s account remains cancelled with a revised balance of $65.20. Mr. [redacted] can contact our Customer Care department at 1-800-937-8997 or may remit payment to the address listed on his billing statement. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. This was 2 years ago and as you can see on my attached document, this has gone into collections. I appreciate T-Mobiles offer of $350.00, but this bill has collected interest, which increases the amount due. If this was taken care of from the beginning, there would be any additional charge, therefore I feel T-Mobile should pay the total amount due.
Sincerely, [redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

August 25, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 14, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] at the number and e-mail address provided in her correspondence to your office which have proven unsuccessful.  As such, we will make every effort to address her concerns within this letter.   T-Mobile regrets any continued concerns Ms. [redacted] has experienced regarding a handset return.  As detailed in our letter to your office dated May 24, 2017, with regard to your file number [redacted], T-Mobile issued a credit in the amount of $849.73 on the same day for the non-return fee assessed for the Apple iPhone 6S handset that T-Mobile did not receive, as part of our Warranty Exchange program.  Please note that the tracking information Ms. [redacted] provided in her most recent correspondence to your office was associated with an Apple iPhone 6S handset associated with a previous Warranty Exchange order.    T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process an additional time on March 13, 2017, for mobile number ending 1579 with the Apple iPhone 6S handset, and agreed to the terms of the exchange including an Out-Of-Warranty (“OOW”) fee of up to $600.00.    Regretfully, upon T-Mobile’s receipt of the non-working Apple iPhone 6S handset on April 19, 2017, it was determined the handset had sustained physical damage.  As such, an OOW fee of $278.07 plus applicable taxes was billed to the account.    T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter.  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.   Ronnie A[redacted] Executive Response

December 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

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

in receipt of your correspondence dated December 12, 2017, regarding the above-referenced file number.
We regret any inconvenience Mr. [redacted] has experienced recently regarding his newly purchased Apple iPhone X. Please note that Mobile Device Unlocks are available to T-Mobile customers who meet our eligibility requirements. T-Mobile records confirm that Mr. [redacted] is not a T-Mobile customer, and the Apple iPhone X handset in question was not purchased from T-Mobile but rather [redacted]. Pursuant to our policy customers are to have a current T-Mobile account. As Mr. [redacted] is not a T-Mobile customer, his initial requests were denied.
Nevertheless, upon speaking with Mr. [redacted] on December 16, 2017, he was able to provide T-Mobile with the receipt for his purchase which displayed the IMEI for the Apple iPhone X, and as a gesture of good faith, T-Mobile unlocked the handset. T-Mobile also sent the instructions for backing up the iPhone X found at https://support.t-mobile.com/[redacted] as well as instructions to master reset the handset found at https://support.t-mobile.com/[redacted]. T-Mobile regrets any inconvenience to Mr. [redacted]. T-Mobile regrets any inconvenience this may have caused Mr. [redacted].

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Thomas M[redacted]
Executive Response

January 30, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 27, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Ms. [redacted]’s concerns to her satisfaction.
 
We are truly sorry to hear that Ms. [redacted] had anything but a great Un-Carrier experience while working with our Customer Care team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret this has not been her experience and we hope we can fix that. Without the support of our valued customers, such as Ms. [redacted], we wouldn’t be able to continue our movement and growth.
 
Our records reflect that Ms. [redacted] placed a handset warranty exchange for her iPhone 6 on January 3, 2017. The replacement device was shipped on January 6, 2017, to a T-Mobile retail location and was ready for pick up on January 9, 2017. Unfortunately, if the device is not picked up, on the 14th day the order is cancelled and a new order must be processed should our customers still need a replacement. As such on January 23, 2017, Ms. [redacted]’s order was cancelled, even though it was showing active earlier in the day. Therefore, upon her attempt to pick up the device, a new order had to be processed. The order was delivered on January 24, 2017, and will remain available until February 10, 2017, then will too cancel on February 11, 2017, if not picked up.
 
Again, we truly regret that Ms. [redacted] had a poor customer experience and genuinely want to achieve a successful resolution of her concerns. Therefore, as a courtesy for the experience she had encountered, and in an effort to regain her confidence, we have issued a free month of service and the late payment fee, in the amount of $112.89, leaving Ms. [redacted]’s account active with a balance of $96.51 consisting of monthly charges through February 22, 2017. Please note that on January 28, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter address to her satisfaction.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

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

April 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 April 7, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. [redacted] may have. T-Mobile records indicate Mr. [redacted] visited one of our retail locations, to add an unlimited data feature on June 2, 2015. However, at this time, T-Mobile records also indicate Mr. [redacted] added an addition line of service with mobile number ending [redacted] on June 2, 2015, and selected our Simple Choice Unlimited promotional plan for two lines of service for $100.00. Please note that the account was enrolled in paperless billing at this time.
Pursuant to Mr. [redacted]’ request, on March 4, 2017, T-Mobile cancelled his mobile number ending [redacted]. Upon further review, T-Mobile records indicate zero usage on the additional line of service from the date of activation. As a courtesy, T-Mobile offered to issue a one-time lump sum credit in the amount of $525.00 which consisted of 21 months of the cost associated with the mobile number ending [redacted], which was accepted. As of the date of this correspondence, Mr. [redacted]’ mobile number ending [redacted] remaining cancelled, and the account reflects a credit balance of $397.20. Mr. [redacted] also agreed to maintain enrollment in paperless billing going forward. 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

The business has contacted me and we have reached a resolution.  They will pay the amount asked for thank you very much for your help.

June 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 June 6, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his account. T-Mobile records indicate that on June 22, 2014, Mr. [redacted], activated his mobile number ending in 2304. At the time of activation, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5 device. Thereafter, on June 24, 2014, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted]. At the time of activation, Mr. [redacted] purchased a Samsung Note 3 device and a Samsung Galaxy S5 handset on EIP.
Unfortunately, on February 1, 2015, Mr. [redacted]’s account was cancelled for non-payment. 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. When the account was canceled on February 1, 2015, the remaining EIP balance of $1,433.68 was accelerated and posted to the final billing statement.
Mr. [redacted]’s with a final billing statement dated February 23, 2015, reflected a balance of $2,258.36, which was due on March, 15, 2015. This balance consisted of monthly recurring charges from January 23, 2015, through February 1, 2015, accelerated final EIP charges, taxes, and fees. It is T-Mobile’s position that the balance is valid and owed.
Furthermore, as Mr. [redacted]’s account remained past due, on March 27, 2015, the account was referred to AmSher, a third-party collections agency. 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.
T-Mobile records indicate that as of November 29, 2015, Mr. [redacted]’s account was referred to, and currently resides with, Enhanced Resource Centers. As T-Mobile considers this debt to be valid and owed, Mr. [redacted] may contact me at the number provided below or Enhanced Resource Centers directly at 800-501-7454 for payment options. 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.
Abigail [redacted]-R[redacted]
Executive Response

September 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 27, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any continued concerns Mr. [redacted] experienced with his equipment. Mr. [redacted] had previously corresponded to your office and your file number [redacted] was forwarded to T-Mobile for resolution. On August 23, 2016, we spoke with Mr. [redacted] in regards to his HTC One M8 device and advised him that unfortunately, the HTC One M8 device was no longer available as a replacement option through our Handset Exchange Program. We advised Mr. [redacted] that T-Mobile was replacing the HTC One M8 device with a Certified Pre-Owned Samsung Galaxy S5 kit. Mr. [redacted] accepted a Samsung Galaxy S5 as replacement. As such, on August 23, 2016, we placed an order through our Handset Exchange Program to replace Mr. [redacted]’s HTC One M8 with a Samsung Galaxy S5 black kit. Further records confirm that on August 29, 2016, Mr. [redacted] contacted Customer Care and advised that he preferred a white Samsung Galaxy S5 as replacement. As such, a new Handset Exchange Order was placed to have Mr. [redacted]’s HTC One M8 with a white Samsung Galaxy S5 kit. We apologize if Mr. [redacted] was not made aware of the estimated date of fulfillment when the order was placed. T-Mobile strives to provide complete and accurate information during every contact. We apologize if any of our representatives failed to do so while assisting Mr. [redacted]. In reviewing Mr. [redacted]’s August 29, 2016, order, our records confirm that the white Samsung Galaxy S5 was shipped and delivered to Mr. [redacted] on September 1, 2016, via UPS tracking number [redacted]. 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. Brian W[redacted] Executive Response

May 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his account. T-Mobile records reflect that Mr. [redacted] had a balance of $90.99 due on April 21, 2017. Please be advised that on April 11, 2017, a payment of $989.49 posted to Mr. [redacted]’s account. It is important to note that although T-Mobile’s Customer Care has the ability to submit a refund request for a customer; a refund request must meet all eligibility requirements prior to approval. We apologize for any inconvenience the delay in processing may have caused Mr. [redacted].
Review of Mr. [redacted]’s account confirms that on April 25, 2017, T-Mobile refunded the amount of $900.00 to Mr. [redacted]’s bank account.
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

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

in receipt of your correspondence dated August 29, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] concerns to her satisfaction. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our retail location and when speaking with our Customer Care team. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to prevent experiences such as these in the future. Also on February 4, 2016, Ms. [redacted] agreed to participate in the JUMP! On Demand lease option for a Samsung Galaxy S6 32GB device for use by the mobile number ending in [redacted]. JUMP! On Demand is an 18 month upgrade option using a lease as a financing method. JUMP! On Demand provides the flexibility to upgrade up to three times in a rolling 12 month period. There was an amount of $204.00 due at signing, and Ms. [redacted] agreed to 18 monthly payments of $20.17 plus applicable sales tax. In Ms. [redacted] letter to your office, she has stated that she paid an additional cost each month for insurance on this device, however T-Mobile records confirm the line ending in [redacted] was not subscribed to Premium Handset Protection and did not have an option to file an insurance claim for replacement of the damaged device. For this reason, Ms. [redacted] was given the option of paying the amount equivalent to an insurance claim, in this case $175.00, in order to return the damaged device and lease a replacement at which time she would also have the option to add Premium Handset Protection to the [redacted] line. In order to lease a replacement device, any down payment would need to be paid at the time of the lease signing in addition to the deductible. T-Mobile regrets any confusion or inconvenience this offer may have created for Ms. [redacted]. In order to provide the most un-carrier experience, T-Mobile has allowed Ms. [redacted] to return the devices in her possession to have the remaining balances waived minus the amount of $175.00 equivalent to the deductible mentioned above. Ms. [redacted] no longer has the LG devices which were on Equipment Installment Plan at the time the service was canceled. T-Mobile has agreed to make an exception and upon receipt of the remaining devices we will also adjust the remaining balances owed for the LG handsets. Ms. [redacted] may return the devices to T-Mobile at: T-Mobile USA, Inc. Attn: Liana 1201 Menaul Blvd NE Albuquerque, NM 87107 T-Mobile encourages Ms. [redacted] to use a traceable carrier and to keep the tracking number for her records. Once T-Mobile has received the devices and confirmed they are in good working condition, T-Mobile will revisit Ms. [redacted] account and adjust the final equipment charges. 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. Liana G[redacted] Executive Response