T-Mobile Usa Inc

Complaint: [redacted]I am rejecting this response because: To whom it may concern First of all in this matter my payment arrangement was not properly processed. T mobile dropped the ball by failing to process my payment arrangement correctly.  on June 15th the payment of $122.22 was to be automatically debited out of my account which is the only payment method I use with t mobile. However on the 18th Thursday morning around 7 am I went to use my service and it was suspended due to t mobile error. Following that day I spoke with several supervisors including the executive office mangers On Friday June 19th when I noticed my account was debited twice. After getting the run around for almost two weeks I finally spoke with Mr.Emillo S[redacted] on Monday and he stated that t mobile had sent out and automatic refund of $155.21 to my banking account which then I let Mr.Emillo S[redacted] know I changed my banking account information and he said to contact my bank to see if they can still submit the payment refund to my old account since it has not been closed out for 30 days and to give him a call back and let him know further information and if they could not then he would apply the 155.21 credit to a prepaid master card and I said yes that was fine. Prior to speaking to bank on July 5th there was never a refund submitted to my account. From there I contacted  Mr. Emillo S[redacted] on July 6th and I never heard anything from him so he lied about everything and still again I am getting the run around as of July 10,2015. I would like settle this matter by getting my full refund and moving on with this situation as soon as possible.Sincerely,[redacted]

September 7, 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 26, 2017, regarding the above-referenced account.  We are pleased to advise that all concerns have been resolve to Mr. [redacted]’s satisfaction.                                  We regret any concern caused regarding Mr. [redacted]’s account.  T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account.  Our records reflect that Mr. [redacted] attempted to take advantage of the following promotion:   2017 Q2 Apple iPhone BOGO   As can be expected, there are several eligibility requirements for the above promotion; some of these requirements were not met.    Nevertheless, upon speaking with Mr. [redacted] on August 27, 2017, T-Mobile will be honoring the 2017 Q2 Apple iPhone BOGO offer out of policy and as a courtesy.  Please be advised that T-Mobile has refunded Mr. [redacted] a total of $400.00 in the form of a prepaid card.  It is important to note that Mr. [redacted] will receive this prepaid card within three business days to his financial institution.  Additionally, T-Mobile has confirmed from Mr. [redacted], that all other offers made have been met regarding the discounted Apple iPhone 7 Plus 256GB handset at $100.00 off purchase price, and the free Apple iPhone SE 128GB handset a $400.00 value.  T-Mobile regrets any inconvenience caused 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.   Sharon B[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]s

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 I would like to clarify in the T-Mobile response, that our iPhone was submitted to T-Mobile through one of their storefronts. I have attached the paperwork they gave to us showing they took it. I would also like to add that I did cancel the entire account in July (explicitly telling the customer service representative that I would be ending ALL lines. I also explicitly asked for confirmation, but T-Mobile only gives oral confirmation that the lines were canceled. Which I obviously cannot trust). I even lost online access to the account. However, it appears that T-Mobile only actually cancels the line if you port it over to a new service. Since we were letting one expire completely (our grandmother didn't use her phone anymore) it seems it was never canceled. This is extremely concerning to me as a consumer that simply because the line was not going to a new service, it took me months to get it canceled. T-Mobile needs to at least produce some kind of email or mail confirmation after adjustments to service have been made. Otherwise, I have to simply trust that whoever I spoke to was honest and wrote notes in the account about what was requested. I would suggest to anyone canceling their lines, to head in to a local T-Mobile store and confirm what you requested was actually executed. Ask to see it in the system. The chat and phone customer service is unreliable. 
Sincerely,
[redacted]

August 14, 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 1, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced regarding coverage and the final monthly billing statement.  T-Mobile records confirm on November 3, 2006, Ms. [redacted] activated her account.  Please note on March 26, 2015, T-Mobile sent Ms. [redacted] a Wi-Fi CellSpot Router to assist with in home coverage.  This router is available for Ms. [redacted] to use as long as she remains a T-Mobile customer.  Upon cancelation of service, the router must be returned to T-Mobile.  If not returned, Ms. [redacted] will be billed a $99.00 non-return fee plus taxes.  It is also important to note on June 25, 2016, Ms. [redacted] purchased a Samsung J7 device and Samsung accessories on T-Mobile’s Equipment Installment Plan (“EIP”).    Regrettably, on April 26, 2017, Ms. [redacted] cancelled her T-Mobile account when she ported her lines to a new carrier.  Ms. [redacted]’s final monthly billing statement was in the amount of $166.56 and consisted of monthly access charges, EIP charges, and fees and taxes for the billing period from March 27, 2017 through April 26, 2017.   On May 22, 2017, a non-return fee plus taxes for the Wi-Fi CellSpot Router was billed to Ms. [redacted]’s account bringing the balance to $272.00.  On May 27, 2017, T-Mobile received a payment in the amount of $166.56 bringing the balance to $105.44.    A revised billing statement was sent to Ms. [redacted] in the amount of $316.53 and consisted of an unpaid balance in the amount of $105.44 and new charges in the amount of $211.09 for the remaining balance owed for the Samsung J7 device and Samsung accessories.  On June 3, 2017, T-Mobile confirmed the Wi-Fi CellSpot Router was returned and a credit in the amount of $105.44 was issued to the account bringing the balance to $211.09.  Please note T-Mobile does not have record that we advised Ms. [redacted] to not pay the amount of $211.09.  As T-Mobile did not receive payment, on July 25, 2017, the account was referred to a third party collection agency.   In an effort to amicably resolve this matter, T-Mobile issued an adjustment in the amount of $211.09.  Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note it can take up to 90 days for the change to reflect on Ms. [redacted]’s credit report.  Ms. [redacted]’s account remains closed with a zero balance.  T-Mobile regrets any inconvenience to Ms. [redacted].    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jennifer G[redacted] Executive Response

July 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 11, 2017, regarding the above-referenced account. Please be advised T-Mobile has resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding 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 Customer Care.
Our records confirm on July 4, 2017, a billing statement generated in the amount of $178.00, which included a past due balance of $94.00 and new charges of $84.00, which included monthly access charges, a payment arrangement fee and late fee and was due by July 23, 2017.
On July 17, 2017, in an effort to amicably resolve this matter, T-Mobile applied account credits to Ms. [redacted]’s account in the account of $40.00 updating her total balance owed to $138.00.
Ms. [redacted] indicates that she is not able to use her service with her handset. We regret any coverage issues Ms. [redacted] experienced. As of July 19, 2017, our engineering team confirmed her service should be working as expected at her home. If Ms. [redacted] continues to experience any difficulties with the service, we request that she contact Customer Care to provide details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carolina F[redacted] Executive Response

February 2, 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 21, 2017, regarding the above-referenced account. On January 28, 2017, T-Mobile contacted Mr. [redacted] and is pleased to report that we have resolved this matter to his satisfaction. T-Mobile regrets that Mr. [redacted] had concerns regarding a T-Mobile @Work Advantage Program promotional offer. Mr. [redacted] forwarded an email link confirming the offer of $75.00 per line for @Work activations. Please be advised Mr. [redacted] does not have an @Work account. In an effort to resolve this matter amicably, T-Mobile agreed to apply an account credit of $225.00 in lieu of the disputed three $75.00 @Work promotional credits. The account credit results in a credit balance of $129.51. T-Mobile regrets any inconvenience to [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: the response fails to acknowledge the behavior of the several customer service representatives. Im surprised because during my phone calls with Mr H[redacted], he was very apologetic and this statement fails to acknowledge any of that. He explained to me that bargaining tactics such as using the phrase "offer is off the table" were not acceptable and that he would address those concerns to the representatives I listed. 
Furthermore, Im not sure why my balance being past due was referred to in this claim. I took my card off of automatic payments when I noticed all these charges were being made without my knowledge. 
Basically, although I am happy with the fact that I got credited for these charges, Im unhappy with the statement written as it is very different from the conversation I had with Mr H[redacted] on the phone recently. 
 Sincerely,[redacted]

September 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 8, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction. We apologize for any delay in our follow up with Ms. [redacted] or any misunderstanding in regards to her T-Mobile account. On July 15, 2016, an iPhone SE 16 GB Space Gray handset was ordered with our Web and Telesales team on a JUMP On Demand (“JOD”) lease for $16.61 per month for 18 months. At that time, a $24.01 capital cost reduction payment, $20.00 SIM Starter Kit, and $4.18 sales tax was charged to Ms. [redacted]’s credit card ending in [redacted] for a total of $48.19. On July 19, 2016, an iPhone SE 64GB Rose handset was purchased in a T-Mobile store on an Equipment Installment Plan (“EIP”) for $19.09 per month for 24 months. At that time, a $42.00 down payment plus $47.50 in taxes was charged to her credit card ending in [redacted] for a total of $89.50. Our records confirm that on July 23, 2016, the above referenced account was canceled when Ms. [redacted] ported her number to another provider. At that time, our records confirm that the iPhone SE 64GB Rose handset was returned to a T-Mobile store and $89.50 was refunded for the down payment and applicable taxes. If a customer has an open EIP or JOD and the account is canceled, any remaining open installment balances on the canceled account are accelerated and become due with the final billing statement. When the account was canceled on July 23, 2016, the remaining EIP and JOD balances of $407.99 and $257.82, respectively, were accelerated and posted to the final billing statement dated August 17, 2016. A final billing statement dated August 17, 2016, in the amount of $957.49 was due on September 9, 2016. This statement reflected current charges of $880.32 and a past due balance in the amount of $77.17. As Ms. [redacted] was returning her devices with in the return period, a follow up was set on her account to adjust all charges associated with the above referenced equipment. Between August 21, 2016, and August 24, 2016, in response to her correspondence to your office, credits totaling $957.49 were applied to the account for the returned equipment and all charges associated with the account since activation, which brought the account to a zero balance. Please note that Ms. [redacted]’s final billing statement was generated prior to her speaking to our office. We regret if the appropriate expectations of a final billing statement were not provided to Ms. [redacted]. Ms. [redacted] will receive a revised final billing statement reflecting that her account is closed with a zero balance, no later than September 25, 2016. We show that on August 3, 2016, the iPhone SE 16 GB Space Gray handset was returned to our warehouse. Unfortunately, due to an inadvertent error, the refund for the $48.19, which Ms. [redacted] paid on July 15, 2016, toward the iPhone SE 16 GB Space Gray handset, was not refund. As such, on September 14, 2016, a refund was direct deposited in to the checking account provided by Ms. [redacted] in the amount of $48.19. Ms. [redacted] can expect to receive this with in one to three business days. T-Mobile regrets the delay of Ms. [redacted]’s refund. 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. Carla S[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: The response from the business didn't include the deposit that I made for the phone and it it didn't mention the fact that I have the iPhone 7 plus which I was told would be free once I traded in my old phone (6a plus) and made a deposit. However, after making a deposit and trading in my phone and adding the monthly 15 credits it still DOESN'T cover the price of the iPhone 7PLUS that I have. Also, the rep responded to Revdex.com but didn't respond to my email to them. I called 4 4 times and got their voicemail. The response is generic and not specific to my case which explains the lack of knowledge of the product that I actually have or the deposit that I made.Sincerely,[redacted]

March 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 6, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], which has proven unsuccessful therefore, we will make every effort to address his concerns within this letter.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to his refund request. T-Mobile records confirm that on October 20, 2015, Mr. [redacted] activated a postpaid account with one voice line of service. At the time of activation, Mr. [redacted]’s account was subscribed to the Simple Choice North America Unlimited Talk and Text rate plan for $50.00 per month, plus taxes.
On the same day, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 Gold Platinum handset with 32GB of memory. Mr. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments of $22.09.
On October 21, 2015, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand lease options with the lease of a Samsung Galaxy S6 Gold handset with 32GB of memory. Mr. [redacted] was not required to pay a capital cost reduction and agreed to a series of 18 monthly lease payments in the amount of $24.00.
Records confirm that Mr. [redacted]’s October 21, 2015 billing statement reflected a balance owed of $54.51 for the billing cycle charges from October 21, 2015 through November 20, 2015. On November 2, 2015, T-Mobile received a payment of $54.41, reducing the account to a zero balance.
On November 8, 2015, Mr. [redacted]’s account was cancelled when he ported his number to another service provider. Please note that Mr. [redacted]’s billing cycle ran from the 21st of one month to the 20th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through November 20, 2015.
Please note that T-Mobile records confirm that from October 21, 2015 through November 8, 2015, Mr. [redacted]’s utilized 679 minutes, sent and received text messages and utilized 621.86 megabytes of data. Therefore, it is T-Mobile’s position that Mr. [redacted] successfully utilized the services and we respectfully decline his request for a refund of his payment for the monthly recurring charges.
If a customer has an open EIP or JUMP! On Demand lease and the account is canceled, any remaining equipment financing balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the financing agreements for both the EIP and the JUMP! On Demand lease. When the account was canceled the remaining equipment financing balance of $1,156.95 was accelerated and posted to the final billing statement dated November 21, 2015. It is T-Mobile's position that this amount is valid and owed.
Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care department.
On November 8, 2015, T-Mobile verified the receipt of Mr. [redacted]’s Samsung Galaxy S6 Gold handset. Therefore, on that day, T-Mobile applied a credit of $369.96 to Mr. [redacted]’s account, reducing the balance owed to $786.99. Additionally, on December 10, 2015, T-Mobile applied a credit of $529.99 to Mr. [redacted]’s account for the remaining EIP balance on his Samsung Galaxy S6 Gold Platinum handset, reducing the balance owed to $257.00.
In an inadvertent error, on that day, the remaining handset balance of $257.00 was not credited. Therefore, as a payment was not received, on February 14, 2016, Mr. [redacted]’s account was transferred to AmSher, a third-party collection agency. On February 19, 2016, T-Mobile applied a credit of $257.00 to Mr. [redacted]’s account, reducing the balance owed to zero. In addition, T-Mobile removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. As of the date of this letter, Mr. [redacted]’s account remains cancelled with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

February 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 February 12, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets Mr. [redacted]’s concerns regarding negative reporting to the credit bureaus. T-Mobile records confirm that Mr. [redacted]’s account was paid in full for monthly access charges and applicable taxes. If a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Mr. [redacted] had remaining EIP balances on an Apple iPhone 6 handset, an Apple iPhone 5S handset, an LG G3 handset and an LG G2 handset. When the account was canceled on August 8, 2015, the remaining EIP balances totaling $359.28 were accelerated and posted to the final billing statement dated August 19, 2015. Mr. [redacted] had deposits totaling $300.00 that were released to impact the open debt. 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. On November 19, 2015, the balance of $59.28 was assigned to AmSher, a third party collection agency. In an effort to resolve this matter amicably, on February 19, 2016, Mr. [redacted] paid $59.28 updating the canceled account to a zero balance. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

September 27, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

Mr. ** [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 15, 2017, regarding the above-referenced account.  We are pleased to inform your office that we have resolved Mr. [redacted]’s concerns.   Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.   Please be advised that from September 9, 2017 through September 25, 2017, T-Mobile offered new and existing postpaid customs the opportunity to trade in their fully paid off Apple iPhone handset to obtain a free Apple iPhone 7 handset for free through promotional bill credits when the new handset was purchased on the Equipment Installment Plan (“EIP”) offering.   T-Mobile records indicate that on September 14, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Plus Rose Gold 32GB handset and an Apple iPhone 7 Plus Black 32GB handset. Accordingly, Mr. [redacted] was not asked to make a down payment and agreed to a series of 24 monthly installments in the amount of $32.09 for each handset.   Upon review of Mr. [redacted]’s trade in history, on October 18, 2016, T-Mobile records indicate that we have received one Apple iPhone 6 Plus Gold 16GB handset. Regrettably, the handset was found with physical damage upon arrival to our warehouse and as such, the trade-in credit was denied. Additionally, the second Apple iPhone 6 Plus handset Mr. [redacted] has referred to in the letter to your office has not been received and as such the trade in credit was not provided.   Nevertheless, on September 19, 2017, in an effort to resolve this matter, T-Mobile has agreed to issue a one-time courtesy credit in the amount of $195.00 for two Apple iPhone 6 Plus handsets to equal a total credit in the amount of $390.00. It is important to note that Mr. [redacted] had a partial balance of $89.00 owed for monthly access charges and equipment charges for services rendered. The account now reflects a credit balance of $301.00 that will be used to impact future billing statements for services rendered. Mr. [redacted] has accepted this offer as a resolution. We sincerely regret any inconvenience Mr. [redacted] has experienced 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 844-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jhayd G[redacted] Executive Response

September 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]  Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 6, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
We regret hearing of Ms. [redacted]’s concerns regarding her account . Our records indicate Ms. [redacted]’s account currently has two tablet devices on our Equipment Installment Plan (“EIP”). The LG G Pad which was purchased in store on July 22, 2016, and the Apple iPad Air 32 GB that was purchased December 6, 2016. Please be advised, we show no record of either device enrolling in our device protection program. Additionally, any device protection must be added to a line of service within 14 days of activation, exchange or upgrade of a handset.
On December 6, 2016, a call was placed to our Customer Care department inquiring whether or not the tablet device had a device protection plan on it. Ms. [redacted] was advised that there was no device protection on the Apple iPad Air 32 GB. At that time, there was no request to add the device protection to this device. Please note that T-Mobile allows our customer’s access to their personal account both online and through their device itself to ensure all necessary products and services that fit their needs are on their accounts.
As a one-time courtesy, we have applied a one-time courtesy credit to Ms. [redacted]’s account in the amount of $50.00 for her device protection concerns. Ms. [redacted]’s account now reflects a balance of $207.43, due September 25, 2017.
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.
Felicia P[redacted]
Executive Response

February 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]...


To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 21, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account and T-Mobile has successfully resolved his concern to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to his participation in T-Mobile’s Un-carrier iPhone 7 Trade Up offer. Please be advised that from September 15, 2016, through September 25, 2016, T-Mobile offered new and existing customers subscribed to T-Mobile’s T-Mobile ONE rate plan or a Simple Choice Unlimited Data plan with a trade in of a qualifying handset a free iPhone 7 ($649.99 value) after trade in credits and monthly Equipment Installment Plan (“EIP”) credits. EIP is a purchase option that T-Mobile offers customers to purchase equipment via 24 equal monthly installments.
T-Mobile records confirm that on September 18, 2016 Mr. [redacted] purchased an Apple iPhone 7 32GB for his mobile number ending in 9140 on T-Mobile’s EIP option and agreed to 24 monthly installments of $27.09. At the time of purchase Mr. [redacted] also traded in a qualifying Apple iPhone 6 and received a trade in credit of $165.00 that was applied as an account credit on October 19, 2016, when his trade in was received. Regrettably, T-Mobile records confirm that Mr. [redacted]’s account was not subscribed to T-Mobile ONE rate plan or a Simple Choice Unlimited Data plan and this did not meet the requirements for the iPhone 7 Trade Up offer and thus was not approved for the additional EIP monthly credits of $20.21 for 24 months.
However, in an effort to amicably resolve this matter, on February 7, 2017 T-Mobile made an exception and approved Mr. [redacted] for the iPhone 7 Trade Up offer and applied a one-time credit of $101.05 for the previous five billing statements leaving a balance of $196.89 due immediately. Mr. [redacted] will continue to receive the monthly credit until the EIP plan is completed. 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.
Oscar T[redacted] Executive Response

January 19, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence January 10, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has encountered with her monthly recurring charges. T-Mobile has investigated this matter and our records confirm that Ms. [redacted] activated her T-Mobile account on September 1, 2017, and was subscribed to our T-Mobile ONE rate plan for $75.00 per month, including taxes. Additionally, on September 5, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung J Prime handset. Ms. [redacted] was required to remit a down payment in the amount of $105.00 and agreed to 24 monthly installments of $5.00.
Our records confirm that Ms. [redacted] spoke with Customer Care on October 6, 2017, and was advised that T-Mobile does not offer a rate plan at a rate of $40.00 per month. Furthermore, on December 20, 2017, Ms. [redacted] spoke with our Customer Care team and was again advised that T-Mobile does not offer a $40.00 rate plan; however, as a gesture of goodwill Ms. [redacted]’s bill was adjusted in the amount of $45.00 and she was subscribed to our grandfathered rate plan Simple Choice Value Unlimited Talk, Text and Data for $50.00 per month, plus taxes. It is important to note our records confirm that Ms. [redacted] accepted the rate plan change as a resolution to her concerns.
T-Mobile spoke with Ms. [redacted] on January 11, 2018, regarding her account and billing. Ms. [redacted] is now aware of her rate plan options and is aware we do not offer a rate plan of $40.00 per month. On that day, as a gesture of goodwill, a bill adjustment of $96.06 was applied towards Ms. [redacted]’s bill to reflect a zero balance. It is T-Mobile’s position that Ms. [redacted]’s bill has been properly compensated for this matter and we respectfully decline her request for any further bill adjustments and compensation for any deposits that may require from by another carrier.
In an effort to amicably resolve Ms. [redacted]’s concerns T-Mobile will honor the return of her undamaged handset to our offices. Upon receipt of the handset T-Mobile agrees to close the remaining EIP. T-Mobile asks that Ms. [redacted] return her handset no later than January 31, 2018 to the following:
T-Mobile USA, Inc.
Attn: [redacted]
[redacted]
[redacted]
[redacted]
T-Mobile recommends 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 account information to insure proper credit within the box. Please note the handset must be in free of physical or liquid damage.
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 retail location. 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 [redacted]

August 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 5, 2016, 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 Mr. [redacted] as an authorized user of the account. We are pleased to report that Mr. [redacted]’s concerns have been addressed and resolved to his satisfaction. We regret any inconvenience that Mr. [redacted] has experienced regarding our Smartphone Equality offering. With one of T-Mobile’s Un-carrier moves, T-Mobile launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date. Payments posted after the 48 hour window will reset the monthly counter. Upon reviewing Mr. [redacted]’s payment history, T-Mobile found that Mr. [redacted] contacted T-Mobile on March 17, 2016, to remit a payment. Please be advised that Mr. [redacted]’s due date is the 15th of the month. Our records indicate that there was a processing delay for this payment, and it posted to Mr. [redacted]’s account on March 18, 2016, which was past the 48 hour window to be considered on-time. Our records confirm that on August 3, 2016, Mr. [redacted] contacted Customer Care regarding his Smartphone Equality concerns, and upon reviewing his account, T-Mobile found that an exception should be made due to the delayed reporting of Mr. [redacted]’s March 18, 2016 payment. Accordingly, Customer Care submitted a request to have Mr. [redacted]’s account reflected as qualified for Smartphone Equality. Records further reflect that on August 4, 2016, Mr. [redacted] was contacted by our Outbound Retention division of Customer Care regarding his Smartphone Equality concerns. Due to an inadvertent administrative error, Mr. [redacted] was advised that his request for Smartphone Equality was declined. Our records do confirm that Mr. [redacted] was provided with a one-time courtesy credit of $50.00 regarding this matter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with Customer Care. On August 8, 2016, T-Mobile contacted Mr. [redacted] regarding his Smartphone Equality concerns and confirmed that his request for Smartphone Equality was approved. Please be advised that as of August 8, 2016, Mr. [redacted]’s above referenced account is considered well-qualified under our Smartphone Equality promotional offering. 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. Jason A[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  It should however be noted that even though my number was ported, neither of the two SIM cards, purchased from T-Mobile, we're ever activated. Thank you T-Mobile for resolving this issue.
Sincerely,
[redacted]

May 31, 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 May 24, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile regrets learning that our previous response did not fully address Ms. [redacted]’s concerns. As indicated in our previous response dated May 20, 2016; Ms. [redacted]’s device purchase included the manufacturer’s Limited Warranty, which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Upon speaking with Ms. [redacted] on May 19, 2016 and in an effort to resolve this matter; T-Mobile offered a 30-day period during which Ms. [redacted] would be permitted to return her Samsung Galaxy S7 Edge device to my attention at the following address: T-Mobile USA, Inc. Attn: Brandon M[redacted] c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM 87107 As part of this resolution, on receipt of Ms. [redacted]’s device; T-Mobile agreed to credit the remaining amount owed on Ms. [redacted]’s outstanding Equipment Installment Plan (EIP) in the amount of $346.50. Additionally, T-Mobile agreed to provide a refund in the amount of $416.99 for Ms. [redacted]’s down payment and the past two EIP charges from the billing statements dated April 15, 2016, and May 15, 2016, which will be delivered via prepaid debit card within 14 business days. In a follow-up conversation with Ms. [redacted] on May 27, 2016 and in a continued effort to fully resolve this matter; T-Mobile has ordered a prepaid UPS shipping label to be sent to Ms. [redacted]. Ms. [redacted] will receive this shipping label within 14 days. As an additional courtesy, T-Mobile is extending our previous offer for a period of 30 days from the date of this letter. Ms. [redacted] will remain responsible for the remaining account balance of $171.72. We ask that Ms. [redacted] please include the handset, charger, and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and her account and final EIP balance will then be considered valid and owing. Ms. [redacted] must have the equipment postmarked for return no later than 30 days from the date of this letter in order to take advantage of this offer. 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]-[redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

Complaint: [redacted]
Date Sent: 4/11/2017 2:58:12 PMComplaint: [redacted]I am rejecting this response because:I have been contacting T-Mobile for weeks regarding this matter, and cannot get a response back. An explanation of my bill, particularly one that is inconsistent with T-Mobile holding itself accountable for their failure to bill or process my account properly, cannot and will not suffice for this issue. Sincerely,[redacted]