T-Mobile Usa Inc

March 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 c[redacted]pondence dated March 18, 2017, regarding the above-referenced account. Please be advised that we have made an attempt to contact Ms. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any concern to Ms. [redacted] in regards to her account. T-Mobile thanks her for her payment in the amount of $254.64 from February 3, 2017. Regrettably, this payment did not bring her account current and thus was suspended due to nonpayment on February 4, 2017. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.
On February 14, 2017 a bill generated reflecting a past due balance of $468.24 and current charges in the amount of $45.22 for a total balance due of $513.46. As Ms. [redacted] did not make a payment for her past due balance to restore her service her account was canceled on March 2, 2017 due to nonpayment. Please be advised that on March 3, 2017 Ms. [redacted] contacted Customer Care and was offered the opportunity to make a payment in the amount of $369.51 for her 31 plus day past due balance in order to restore her service once again. Ms. [redacted] did submit the payment leaving a balance due of $143.95 by March 7, 2017 and her account was restored. Please be advised that the account was restored from cancelation and a new account was not activated for her. This means her still past due balance of $143.95 is still due.
As that balance had fallen ten days past due as of March 17, 2017, that is when T-Mobile notified her via sms that the amount of $143.95 was due immediately to prevent further suspension. Please be advised that as of the date of this letter Ms. [redacted] has not submitted a payment to bring the account current.
However, in an effort to amicably resolve this matter, on March 23, 2017 T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $143.95 to clear her past due balance and bring her account current leaving a balance due of $239.96 by April 7, 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.
Oscar T[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:I have entered into an agreement with another member of Tmobiles Exectucitve office as shown below,  prior to the response to my complaint with the Revdex.com."[redacted]: Thank you for speaking with me today.  I have removed the EIP plan for the Samsung Galaxy S ® 6 - 32GB - Sapphire Black.  The purchase price for the device was $579.99.  On November 8, 2016, T-Mobile applied a $200.00 credit towards the handset and today there is a remaining balance of $283.31 on the equipment in which I will remove and with the $200.00 credit means that T-Mobile has credited the amount of $483.31 for the handset so today I applied a credit to your account in the amount of $96.68 which is what you have paid into the device.  I adjusted an additional amount of $10.00 for shipping making the total credit applied today $106.68. I cancelled the number ending in [redacted] and you will be returning a SAM G935T GS7 EDGE 32G GLD handset to the Executive office.  When I receive that handset then the EIP plan with a remaining balance of $116.64 will be removed and a credit applied to your account in the amount of $145.80 which is what you have paid into the handset.  Since we cancelled a line your rate plan was changed to $75.00 Unlimited T-Mobile One rate plan which includes taxes.  This means your rate plan is $75.00 and you have insurance for $12.00 and an EIP payment of $9.99 for an LG Stylo making you monthly billing $96.99.  If you add Autopay then you will get a $5.00 discount.  The address to return the Samsung S7 is below as well as my contact information.  Please feel free to reach out to me if you have any questions or concerns. Executive responseAtt; [redacted]
[redacted]
[redacted] The phone in question has been returned with confirmation of receipt via USPS as noted on tracking:   [redacted]  As you will see per my agreement with Ms. Jimmie P[redacted] no restocking fees or any additional fees are noted. I will consider this matter closed once Tmobiile's executive team confirms receipt of the Samsung S7 and all proper credits have been applied.  I look forward to your prompt resolution to the matter in question.Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would add that the balance on my account was adjusted due to actions I took on my own via the customer support line.  I did respond to Mr Ruben's attempts to contact me.  I called his office and left voice messages and replied to an email asking him to contact me via phone.
I filed this complaint because of the incongruities with T-Mobiles customer support staff, in store, online and over the phone.  That issue remains even though the the balance on my account was adjusted to remove charges that were unwarranted.  In order for me to get that adjustment required hours of painful conversations to multiple customer service representatives.
Sincerely, [redacted]

February 27, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 15, 2018 regarding the above-referenced account.  T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding the cancelation of his T-Mobile account and his final billing statement.  T-Mobile records confirm that Mr. [redacted] canceled his account on November 22, 2017 when he ported his mobile numbers to another service provider.  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 December 20, 2017.As Mr. [redacted]’s account was billed in advance, his payment remitted on December 11, 2017 in the amount of $60.00 covered his monthly recurring charges for services rendered from November 21, 2017 through December 20, 2017.On February 5, 2018, Mr. [redacted]’s payment of $60.00 was returned to T-Mobile as unpaid by his financial institution.  As such, Mr. [redacted] was assessed a returned payment fee of $30.00, updating his balance to $90.00.As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $60.00 for the charges incurred from November 21, 2017 through December 20, 2017.  As an additional effort to amicably resolve this matter, T-Mobile credited the $30.00 returned payment fee.  Mr. [redacted]’s account remains closed 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.Martin [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. T mobile left me voice mail and I tried to contact them several times but no one answered my call or even returned my call. This was the 2nd time that this has happen while doing business with T Mobile. each time, T Mobile was unable to resolve the issue on their own and I had to file the complaint with the Revdex.com.Sincerely, [redacted]

June 16, 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 June 11, 2016, regarding the above-referenced account. Please be advised that on June 14, 2016 T-Mobile spoke with [redacted], Ms. [redacted] son in which she authorized on her account and have resolved Ms. [redacted] concern to her satisfaction. T-Mobile regrets any concern to Ms. [redacted] regarding the closure of her T-Mobile account. T-Mobile records confirm that Ms. [redacted] had three mobile numbers subscribed to T-Mobile’s Simple Choice North America Family plan. Our records confirm that Ms. [redacted] contacted our online chat Customer Care team via MyT-Mobile.com and requested to cancel her account. Due to security purposes, account cancelation can only be placed by contacting Customer Care over the phone in which Ms. [redacted] was referred to contact our phone Customer Care team to process her cancelation request. Please note that on February 27, 2016, [redacted], Ms. [redacted]’s authorized end user, ported his mobile number out to another carrier canceling the mobile number ending in [redacted] and leaving two mobile numbers active. On that same date a bill generated reflecting a balance of $225.24 due by March 19, 2016 for monthly recurring charges and applicable taxes and fees for service from February 27, 2016 through March 26, 2016. Please be advised that T-Mobile does not reflect a record of Ms. [redacted] or any of her authorized end users contacting Customer Care to request the cancelation for the remaining active two mobile numbers. As the lines remained active monthly recurring charges continued to be billed. On May 27, 2016 a bill generated reflecting a past due balance of $391.77 for monthly recurring charges for service from February 27, 2016 through May 26, 2016 and current charges in the amount of $78.45 for a total balance due of $470.22. The current charges consisted of monthly recurring charges and applicable taxes and fees for service from May 27, 2016 through June 26, 2016. T-Mobile records confirm that on June 3, 2016 Ms. [redacted] contacted Customer Care regarding the recurring charges and requested that her T-Mobile account. As requested, Customer Care canceled the remaining two active mobile numbers. In an effort to amicably resolve this matter, on June 14, 2016, T-Mobile applied a credit in the amount of $470.22 leaving Ms. [redacted]’s account closed 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. Oscar 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:      [redacted]...

[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 October 1, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has confirmed that the complainant [redacted]-[redacted] and the account holder [redacted] are in the same. We are pleased to report that we have resolved this matter to Ms. [redacted]-[redacted]’ satisfaction.   T-Mobile is delighted that Ms. [redacted]-[redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family.  We regret hearing of Ms. [redacted]-[redacted]’ concerns with our Carrier Freedom promotion and the status of her submission.  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]-[redacted]’ recent contact with our retail location and Customer Care.   T-Mobile records indicate that Ms. [redacted]-[redacted] activated her T-Mobile account on July 7, 2017, with mobile numbers ending in 8181 and 9607.  At that time, Ms. [redacted]-[redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S8 Plus devices.  At the time of the purchase, Ms. [redacted]-[redacted] was asked to make two down payments of $70.00 and pay the taxes on the full retail price, and she agreed to a series of two 24-monthly installments of $30.00 each.    By purchasing T-Mobile equipment, Ms. [redacted]-[redacted] receives a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, Ms. [redacted]-[redacted] is eligible to receive an advanced replacement of her 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.   Our records reflect that on September 14, 2017, a Warranty replacement Samsung Galaxy S8 Plus device was sent to Ms. [redacted]-[redacted] for her line ending in 8181 and was delivered the next day on September 15, 2017. On October 2, 2017, our record reflect that Ms. [redacted]-[redacted] contacted our Technical support team and indicated that she was unable to get data connection on her lines ending in 8181 and 9607.  At that time, our technical support team, completed troubleshooting and was able to repair Ms. [redacted]-[redacted]’ data connections on both lines of services. It is important to note that Ms. [redacted]-[redacted] has not reported any further device or service issues since this time.  Should she experience any further device or service issues, we request that Ms. [redacted]-[redacted] contact our technical care team as soon as possible so that the appropriate troubleshooting may be completed to fix the issue.   Furthermore, as Ms. [redacted]-[redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions are collectively known as Carrier Freedom.   In order to qualify for the reimbursement of early termination fees and or final equipment charges, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. In addition, if attempting to get reimbursed for final equipment charges, customers are required to trade in the device in question to T-Mobile and may be reimbursed in a combination of a partial trade in credit for the value of the device being traded in and the remaining through our reimbursement program. As indicated on the website, approval of the required documents and reimbursement may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited.  To be eligible for reimbursement, the T-Mobile account must be in good standing.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.  Unfortunately, T-Mobile was unable to locate any record of Ms. [redacted]-[redacted] submitting these documents within the allotted timeframe.    However, upon speaking with Ms. [redacted]-[redacted] on October 3, 2017, in an effort to amicably resolve this matter, T-Mobile has offered to issue a refund in the amount of $796.00 for the final qualifying charges assessed by her previous service provider.  Ms. [redacted]-[redacted] should expect to receive a refund card within seven to ten business days.  Ms. [redacted]-[redacted] has accepted this offer as full resolution to her concerns and considers this matter resolved.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Andrew S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  I left a voice message for this person from the president's office (Chris) on February 9th telling him that I would be out of town until Tuesday 2/13 and I would call him to discuss the matter when I got back. Upon my return on Tuesday 2/13, I have made 3-4 calls and have had to leave voicemails, none of which have been returned.  The only reason we switched mobile providers was that we were guaranteed that we would pay $80 a month for both lines by the in-store rep.  On December 8th, I received a text message from T-Mobile stating that my lines did not qualify for the promotion. I called and was told this was the case, and when I asked how long I had to return the phones and get out of the contract, I was told I had to come that day.  I didn't receive the text until I was already at work, and by the time I got off work and to a T-Mobile store, it was nearly 7:30 pm. I was told that I could not get my original phones back that I had turned in, and that if I wanted to cancel my contract, I would have to pay $100 per phone to cancel leaving me with no phones and no service.  This is not acceptable, it is deceptive practices, if I didn't qualify for the promotion, I should have been told right away, or at the very least the next day. Not two weeks later.  Since our phones had been destroyed, we had no other option but to increase service level to the one that qualified for the discount. To date, our bill has NOT been the $80 we had planned and budgeted for, nor has it been the $130 that was promised on December 8th.  It has been $160-$170 per month.  Not acceptable in any financial circumstance.  T-Mobile did the BAIT AND SWITCH on us and now they won't own up to it.  Chris left a message promising a resolution, but has not accepted my calls nor returned my calls since Tuesday.  To say that he tried to get a hold of me is only true in the sense that he called me one time and left a message.  I have been proactive to resolve this, and see no other choice but to escalate this matter.  I am attaching screenshots of the texts that I received from t-mobile regarding this, along with the dates.
Sincerely,
[redacted]

June 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 June 7, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder on record is [redacted], and that she has designated [redacted] as an authorized user of the account. 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.
We regret any coverage issues Mr. [redacted] has experienced. In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his work area. 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. However, T-Mobile coverage maps, which estimate coverage down to the street level, indicate that Mr. [redacted] works in a good T-Mobile coverage area, which was recently upgraded to be compatible with our 700MHz Extended Range LTE spectrum.
In an effort to troubleshoot Mr. [redacted]’s concerns, T-Mobile engaged our Engineering Team to investigate Mr. [redacted]’s coverage area. Please note T-Mobile Engineering has advised that the brick construction of Mr. [redacted]’s workplace largely contributes to his indoor coverage concerns. However, our records also indicate that Mr. [redacted] is using a non-T-Mobile branded device, which is not compatible with our 700MHz Extended Range LTE spectrum.
As such, T-Mobile recommends that Mr. [redacted] test his Serial Identification Module (“SIM”) card in a T-Mobile branded device to confirm if he experiences better coverage at his workplace. If Mr. [redacted] continues to experience coverage concerns while using a T-Mobile branded device, Mr. [redacted] may contact me using the contact information provided below for additional troubleshooting. 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 further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jessica G[redacted] Executive Response

October 10, 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 October 4, 2016, regarding the above-referenced account. Please be advised that T-Mobile takes customer’s account security very seriously, T-Mobile was able to contact Mr. [redacted], who is the account holder. T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account and T-Mobile store location. T-Mobile records confirm that on October 3, 2016, Mr. [redacted] did visit a T-Mobile store where a new mobile number ending in [redacted] was activated by our sales representative. On the same day, Mr. [redacted] contacted our Customer Care to request cancellation of his mobile number ending in [redacted] stating that it should have been canceled because he had changed his mind regarding the activation. 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 our sales office. In an effort to amicably resolve this matter, upon speaking with Mr. [redacted], T-Mobile assured him that T-Mobile has policies and procedures in place to avoid dealer fraud. In addition, on October 3, 2016, T-Mobile’s Customer Care canceled the mobile number ending in [redacted] as a no install and Mr. [redacted] will not incur any charges pertaining to this mobile number. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter and we appreciate his feedback. 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. Ligia M[redacted] Executive Response

March 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 March 4, 2016, regarding the above-referenced account. T-Mobile is pleased notify your office that we have resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has had regarding her recent rate plan change and the subsequent billing of her T-Mobile account. Our records confirm that on January 11, 2016, Ms. [redacted] contacted T-Mobile’s Customer Care team to request a rate plan change, and was provided with our now-grandfathered Select Choice rate plan which includes unlimited talk and text for $30.00 per month, reducing Ms. [redacted] monthly cost by $20.00, from the $50.00 that she was previously paying for the same features. In addition, Ms. [redacted] chose to retain her current unlimited data feature for $20.00 per month. In all, Ms. [redacted] would be paying $50.00 per month plus applicable taxes for unlimited talk, text and data. The requested rate plan change was set to take effect at the start of her next billing cycle, on February 7, 2016 and would reflect on the billing statement dated March 6, 2016. That same day, Ms. [redacted] also opted to take advantage of our JUMP! On Demand lease program with the purchase of an iPhone 6S 64 GB handset. In accordance with this program, Ms. [redacted] was asked to make a capital cost reduction payment in the amount of $99.99 with the remaining lease balance divided into 18 monthly installments of $26.00 per month. If Ms. [redacted] opts to keep the device after the 18-month lease has expired, she can do so by paying the remaining balance owed for the full cost of the device, or the purchase option [redacted], in the amount of $182.00. It should be noted that Ms. [redacted] account is billed in arrears, and is on a billing cycle which starts on the 7th of one month and closes on the 6th of the following month. As such when her billing statement generated on February 7, 2016, it was for services for the period covering January 7, 2016 through February 6, 2016. This billing statement totaled $118.35, and reflected Ms. [redacted] old rate plan of $70.00 per month plus taxes. This billing statement also included her new lease installment payment. T-Mobile records confirm that this bill was paid in full on March 8, 2016. On March 7, 2016, Ms. [redacted] next billing statement generated for services covering the timeframe of February 7, 2016 through March 6, 2016. This statement totaled $96.96 and accurately reflected Ms. [redacted] new rate plan. Upon contacting Ms. [redacted] regarding this matter, T-Mobile provided an explanation as to the timing of the requested rate plan change and the subsequent impact to the billing of her account. Although it is T-Mobile’s position that the account was billed properly, in an effort to amicably resolve this matter, T-Mobile issued a credit of $96.96 to Ms. [redacted] account, bringing it to a revised zero balance. Ms. [redacted] accepted this offer as resolution in full to her 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 Ms. [redacted] 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. Kayla J[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]

October 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 October 23, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret Ms. [redacted]’ concerns regarding international calling charges. In reviewing the records for the account, it appears that Ms. [redacted] incurred international long distance charges for calls initiated directly from her T-Mobile handset while travelling internationally. If an international phone number is entered and the send key is pressed, the handset will place an international call over the available international network. If Ms. [redacted] prefers to use a calling card, a third party service or third party application such as the What’s App application she indicates in her correspondence to your office to complete international calls, we encourage Ms. [redacted] to follow the instructions provided by the developer of the application. In addition, customers must remember that if they dial a phone number or access their address book and press the “send” key, even if they are on another call, a call will be placed over the T-Mobile or available network and appropriate charges will apply. Our records confirm that Ms. [redacted] was billed in accordance with the international calling rates. As a one-time courtesy however, T-Mobile applied a courtesy credit to the account for the full amount of disputed international dialing charges in the amount of $375.75. This credit returns Ms. [redacted]’ account balance to $192.84 for her recurring service charges and international text messaging charges. 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. Kimo C[redacted] Executive Response

March 28, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated March 15, 2018, regarding the above-referenced account.  Please be advised that we have made 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 to hear of Mr. [redacted]’s concerns and we welcome the opportunity to respond.  Upon careful review, T-Mobile did not identify an issue with Mr. [redacted]’s Online ID associated with his mobile number ending in 5227 nor do our records reflect that he has contacted us regarding this issue.  Please note that after multiple unsuccessful attempts to log in to the website, a customer can become locked out and their password must be reset in order to log in however, T-Mobile records do not reflect that Mr. [redacted] has been locked out of his online account either.  As such, we recommend that Mr. [redacted] complete a password change.  He may do so by completing the following steps:• From My T-Mobile homepage, click ‘Forgot password?’.• Enter the email or phone number, then your ZIP code.• Click ‘Continue’.• Choose to receive the temporary email through Email, Text message, or Security questions.• On My T-Mobile, enter the temporary password.• Click ‘Continue’ (passwords are case-sensitive).• Enter a new password, then re-enter the same password.• Click ‘Save Password’ (Save button remains gray until password requirements are met).If Mr. [redacted] continues to experience issues with his online account he should contact our Customer Care team at 800-937-8997.  We regret any inconvenience to Mr. [redacted].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 contacts 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. 888-3744.Very truly yours,T-MOBILE USA, INC.Felicia P[redacted]Executive Response

April 4, 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 March 31, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and she has designated [redacted] as an authorized user of the account. We are pleased to report that upon speaking with Mr. [redacted] we can confirm that his concerns have been resolved to his satisfaction. According to our records on March 10, 2016, Mr. [redacted] purchased a Galaxy Grand Prime for $189.99 on our Equipment Installment Plan (“EIP”). Additionally, he purchased an impact shield and a case for the device for $74.98 also placed on EIP. Mr. [redacted] was only required to pay taxes upfront for each installment plan. We regret that Mr. [redacted] experienced complications with his equipment purchase. At the time of Mr. [redacted] purchase of the Samsung Galaxy Grand Prime, T-Mobile provided a 14-day return period which allowed him to use the equipment to see if it met his needs. If the equipment was not acceptable or if he chose to upgrade to a different phone, Mr. [redacted] could have returned the device to the original point of sale for an exchange or refund of any down payment and applicable EIP entered into at the time of the original purchase. Our records confirm that Mr. [redacted] did not take advantage of the return period mentioned above. Nevertheless, as of March 30, 2016, Mr. [redacted] returned to the store and spoke to a retail manager who authorized Mr. [redacted] to return his Galaxy Grand Prime device and accessories for a full refund. At that time, Mr. [redacted] decided to purchase a Samsung Note 4 for $449.99 on EIP as well as a case and impact shield for $59.98 on EIP. Please note that on April 1, 2016, T-Mobile contacted Mr. [redacted] and confirmed that his issues were resolved at the store on March 31, 2016, with the store accepting his phone back for a full refund and considers this matter resolved to his satisfaction. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Christina S[redacted] Executive Response

February 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 5, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her T-Mobile accounts. T-Mobile records confirm that on October 31, 2015, Ms. [redacted] activated her T-Mobile account number [redacted]. Please be advised, T-Mobile provides a 14-day return period which allows consumers to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchase. Purchases made through our sales channel over the phone or online are provided a 20-day return period to allow time for shipping. Customers will be responsible to pay for any prorated monthly access charges for services rendered. On November 10, 2015, Ms. [redacted] canceled her account during her equipment return period. Ms. [redacted]’s account was canceled with a balance of $63.32, which consisted of her monthly access charges from October 31, 2015, through November 10, 2015, and applicable taxes. Our records indicate that Ms. [redacted] has not made any payments to her account. However, on December 6, 2015, T-Mobile applied a courtesy credit of $63.32 to Ms. [redacted]’s account for her final account balance. As of February 4, 2016, Ms. [redacted]’s account number [redacted] remains canceled with a zero balance. Our records further indicate that on November 11, 2015, Ms. [redacted] activated her T-Mobile account number [redacted]. On November 19, 2015, Ms. [redacted] contacted T-Mobile to advise us that she wanted to cancel her account and she was provided with the return address for her equipment. Due to an inadvertent error, Ms. [redacted]’s account was not cancelled at that time. On December 13, 2015, T-Mobile canceled Ms. [redacted]’s account per her request. On December 16, 2015, T-Mobile applied a credit of $1,787.43 for the equipment returned by Ms. [redacted]. On December 21, 2015, T-Mobile applied an additional credit of $140.24 for service charges which resulted in a revised account balance of $162.54. Ms. [redacted]’s final account balance consisted of her monthly access charges from November 11, 2015, through cancellation T-Mobile provided Ms. [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due date. As payment was not received timely, on January 17, 2016, T-Mobile transferred Ms. [redacted]’s account to a third party collection agency, Amsher Collection Services, Inc., in an attempt to collect the past due balance. In an effort to amicably resolve this matter, on February 4, 2016, T-Mobile applied a courtesy credit of $162.54 for the monthly access charges and applicable taxes. As of February 4, 2016, Ms. [redacted]’s account [redacted] remains canceled with a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. Ms. [redacted] has accepted 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

Tell us why here...
October 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 September 21, 2017, regarding the above-referenced account. We are pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets Mr. [redacted]’s concerns regarding the above-referenced account. T-Mobile records indicate that Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering, on October 27, 2016, with the purchase of an Apple iPad Pro for $729.99. Upon further investigation of this matter, we found that a Change of Responsibility (“COR”) for Mr. [redacted]’s mobile numbers ending in 5403 and 6671 was processed on May 5, 2017. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. As of that date, Mr. [redacted] was no longer financially responsible for the mobile numbers ending in 5403 and 6671.
In addition, because the new account holder also accepted financial responsibility for the EIP associated with the devices in use by those mobile numbers, the remaining EIP balance was also set to be transferred to the new account. However, due to an administrative error, the EIP was not transferred at the time of the COR. Therefore, the remaining balance for the EIP of $486.63 was assessed on the billing statement dated July 5, 2017.
Our records indicate that T-Mobile issued a credit in the amount of $486.63, on September 15, 2017, in an effort to amicably resolve Mr. [redacted]’s concerns. The credit resulted in an updated balance of $64.69 for prorated monthly access charges for bill dated June 5, 2017. It is T-Mobile’s position that the remaining charges are valid and owed.

Nevertheless, as an additional courtesy, on September 21, 2017, T-Mobile has credited the balance of $64.69, resulting in a zero balance. 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 that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience that 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sharon B[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: As a loyal customer for over 8 years now, the options that were presented to me are not suffice. Maggie with T-Mobile, offered a reconditioned J7 or an S5. My main concern is if I were to receive either reconditioned phone, there's a possibility of the phone malfunctioning and I would be back at square one once again. The J7 is worth $275 brand new and I paid well over $600 when I purchased my S4 and the S5 is not even an option if I were to go into a T-Mobile location to purchase another device. The only other option was to buy another another phone with monthly payments, but what's the purpose of having insurance if I have to keep purchasing new devices when I start to run into issues with my device. I feel I am settling and being taken advantage of and I don't see how this is fair. This issue is not resolved and by the looks of it I am being forced to find another carrier who will appreciate my business. 
Sincerely,
[redacted]

June 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding the above-referenced account she activated for her son. Please be advised T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud.
T-Mobile records indicate that on August 20, 2014, the account was activated and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $50.00 per month for one line of service. Ms. [redacted]’s line ending in [redacted] subscribed to our unlimited data for $30.00 per month. Upon activation, Ms. [redacted] purchased a Samsung Galaxy Avant device on T-Mobile’s Equipment Installment Plan (“EIP”). It is important to note that T-Mobile records do not indicate Ms. [redacted] purchased an LG device upon activation and regret any confusion on this matter.
Our records confirm on March 11, 2015, a Samsung Galaxy Note 4 device and Samsung accessories were purchased on EIP in a T-Mobile retail location. At the time of purchase, proper verification procedures were followed. It is therefore T-Mobile’s position that the upgrades are valid.
Regrettably, on October 22, 2015, Ms. [redacted]’s account was cancelled for non-payment. Ms. [redacted]’s final monthly billing statement was in the amount of $777.42 and consisted of monthly access charges, EIP charges and fees and taxes for the billing period from August 21, 2015, through October 22, 2015, and the final balance for the Samsung Avant device, the Samsung Galaxy Note 4 device, and the Samsung accessories. On December 5, 2015, T-Mobile received a payment in the amount of $100.00 bringing the balance to $677.42. Please note this is the last payment T-Mobile received.
On January 16, 2016, the account was referred to the third-party collection agency, Diversified Consultants Inc. Please note that when an account is transferred to a third party collection agency a fee may be assessed and is typically based on the past due balance at the time of transfer. A collection fee in the amount of $58.97 billed to the account bringing the balance to $736.39.
Please be advised that T-Mobile’s Customer Relations team responded in writing on February 11, 2016, to Ms. [redacted]’s concerns regarding the T-Mobile account. In that correspondence, T-Mobile outlined the collection activity and referred Ms. [redacted] to contact Diversified Consultants Inc. T-Mobile regrets if Ms. [redacted] did not receive this correspondence.
After unsuccessful attempts to collect on the debt, on July 20, 2016, the account was referred to the third-party collection agency, Credence Resource Management, LLC. Ms. [redacted] can contact Credence Resource Management LLC., directly by dialing 855-880-4795.
It is important to note that should Ms. [redacted] decide to file a police report naming the individual who purchased equipment, T-Mobile will reopen its investigation of this matter. Otherwise it is T-Mobile’s position that this is a domestic issue and all charges are valid. 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

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding a refund. On December 26, 2016, Mr. [redacted] activated his account on our T-Mobile ONE rate plan for $75.00 per month for one line of service and our Premium Handset Protection feature for $9.00 per month. When Mr. [redacted] activated his T-Mobile account, he was using a ZTE ZMax Pro device. On February 1, 2017, T-Mobile provided Mr. [redacted] with a handset exchange for his non-working ZTE ZMax Pro device. Please note Mr. [redacted] has up to seven business days from receiving the replacement device to return the non-working device. Should the non-working device not be returned, a non-return fee will bill to the account which is further outlined below.
On February 6, 2017, Mr. [redacted] was shipped a 4G LTE Signal Booster. T-Mobile Signal Boosters are a group of unique and simple solutions that improve Mr. [redacted]’s in-home coverage. Please note that the Signal Boosters are T-Mobile owned devices and are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon notifying T-Mobile the equipment is no longer needed, or upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.
On February 15, 2017 and February 19, 2017, Mr. [redacted] was shipped a 4G LTE CellSpot Router. The CellSpot Router utilizes Wi-Fi, allowing Mr. [redacted] to call, text, and surf anywhere in his home with his Wi-Fi capable device. This router is available for our customers to use as long as they remain a T-Mobile customer. As with our 4G LTE Signal Booster, if not returned upon notifying T-Mobile the equipment is no longer needed, or upon cancelation of service, the account will be billed a $138.00 non-return fee. Please note on February 20, 2017 and February 22, 2017, Mr. [redacted] advised T-Mobile he no longer needs the above outlined coverage devices and the return process was initiated.
T-Mobile records indicate on February 18, 2017, an order was placed for a new Alcatel Idol device to replace Mr. [redacted]’s non-working ZTE ZMax Pro device. The Alcatel Idol device was offered free of charge to Mr. [redacted] and the charge of $288.00 plus tax for the new device was billed to Mr. [redacted]’s T-Mobile account and a follow up was set to credit the charge once it appeared on the billing statement.
On February 22, 2017, Mr. [redacted] contacted T-Mobile to confirm he did not receive the Alcatel Idol device. A new order was placed for an Alcatel Idol device and the second charge of $288.00 plus tax was billed to Mr. [redacted]’s T-Mobile account. Regrettably, Mr. [redacted] did not receive this shipment either, and on February 24, 2017, T-Mobile placed a third order to be shipped to a different address provided by Mr. [redacted]. The charge for the third Alcatel Idol device in the amount of $288.00 plus tax was also billed to Mr. [redacted]’s T-Mobile account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the shipment of his orders.
Mr. [redacted]’s January 27, 2017, monthly billing statement was in the amount of $109.97 and consisted of an unpaid balance in the amount of $34.97 for monthly access charges and fees and taxes for the billing period from December 27, 2016, through January 26, 2017, and new charges in the amount of $75.00 for monthly access charges and fees and taxes for the billing period from January 27, 2017, through February 26, 2017.
On February 9, 2017, T-Mobile received a payment in the amount of $54.01. Please note this is the only payment T-Mobile has received. T-Mobile issued adjustments in the amount of $155.96 as a courtesy to Mr. [redacted]. The payment and credits impacted the balance in the amount of $109.97 and left a credit balance of $100.00. Mr. [redacted]’s February 27, 2017, monthly billing statement was in the amount of $1,155.54 and consisted of monthly access charges for the billing period form February 27, 2017, through March 26, 2017, and the three Alcatel Idol device charges and fees and taxes.
On March 3, 2017, T-Mobile issued adjustments in the amount of $1,189.19 for the three Alcatel Idol device charges fees and taxes. On March 22, 2017, a non-return fee in the amount of $138.00 plus taxes for the 4G LTE CellSpot Router was billed to Mr. [redacted]’s account. On March 24, 2017, a non-return fee in the amount of $289.00 plus taxes for the 4G LTE Signal Booster was billed to Mr. [redacted]’s account. The credits and charges brought Mr. [redacted]’s balance to $420.46 with taxes for the non-return fees included.
Mr. [redacted]’s March 27, 2017, monthly billing statement was in the amount of $655.16 and consisted of an unpaid balance in the amount of $420.46 and new charges in the amount of $234.70 for monthly access charges and fees and taxes for the billing period from March 27, 2017, through April 26, 2017 and a non-return fee in the amount of $140.45 plus taxes for the non-working ZTE ZMax Pro device. On April 24, 2017, T-Mobile issued an adjustment in the amount of $289.00 plus taxes for the 4G LTE Signal Booster bringing the balance to $347.81.
Mr. [redacted]’s April 27, 2017, monthly billing statement was in the amount of $431.81 and consisted of an unpaid balance in the amount of $347.81 and new charges in the amount of $84.00 for monthly access charges and fees and taxes for the billing period from April 27, 2017 through May 26, 2017. On May 1, 2017, T-Mobile issued an adjustment in the amount of $138.00 plus taxes for non-return fee the 4G LTE CellSpot Router. On May 9, 2017, T-Mobile issued an adjustment in the amount of $140.45 plus taxes for the non-return fee for the ZTE ZMax Pro device. Mr. [redacted]’s account balance is in the amount of $135.68 with $51.68 of the balance considered past due.
T-Mobile respectfully declines Mr. [redacted]’s request for a refund in the form of a check. 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.
Jennifer G[redacted]
Executive Response