T-Mobile Usa Inc

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]

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

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

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

receipt of your correspondence dated April 7, 2017, regarding the above-referenced file number.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile handset. T-Mobile branded handsets are sold with T-Mobile settings. T-Mobile provides our customers with Over-the-Air Software Updates that are provided through the manufacturer. The reason Mr. [redacted] is still receiving his Over-the-Air Software Updates on his handset is because his device serial number is still linked to T-Mobile.
However, in an effort to amicably resolve this matter, on April 17, 2017, T-Mobile requested that Mr. [redacted] provide us with his T-Mobile handset serial number, so that T-Mobile may reach out to the manufacturer and see if we can get the Over-the-Air Software Updates to stop. Mr. [redacted] may contact me at the number provided below or email me at [redacted]@T-Mobile.com. T-Mobile regrets any inconvenience to Mr. [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.
Ligia M[redacted]
Executive Response

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

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]

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]

July 4, 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 19, 2016, regarding the above-referenced account. We regret any frustration Mr. [redacted] may have experienced regarding his efforts to reconcile his account. Please be advised that Mr. [redacted]’s recent letter to your office is an extension of his prior complaint with your file number [redacted]. As stated in our response to the aforementioned complaint which was filed with your office on June 7, 2016, T-Mobile applied a courtesy credit of 113.50 for monthly access charges for the billing period of March 2016 through May 2016, to his account, which resulted in a remaining outstanding balance of $192.53. In addition, a collection hold was placed on Mr. [redacted]’s account until June 11, 2016, to provide him with additional time to satisfy the outstanding balance. Regrettably, due to an inadvertent error, on June 6, 2016, Mr. [redacted]’s account was canceled. As a result of cancelation, the deposit of $25.00, which Mr. [redacted] had paid for the number ending in 5003, was released and applied as credit toward the outstanding balance, which resulted in a revised outstanding balance of $167.53. Please note that 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] agreed to an EIP with the purchase of the following devices and accessories: • January 2, 2015, with the purchase of an Apple iPad Mini 3 • September 25, 2015, with the purchase of Beats Solo 2 headphones • September 29, 2015, with the purchase of an Apple iPad Mini 4 • September 30, 2015, with the purchase of Beats PowerBeats wireless headphones • October 6, 2015, with the purchase of an Apple Watch 42MM • February 8, 2016, with the purchase of two Alcatel One Touch Pixi tablets It is T-Mobile's position that the remaining EIP balance is valid and owed. The billing statement dated June 8, 2016, reflected a balance of $287.98, which consisted of the aforementioned past due balance of $167.53 as well as EIP charges of $120.45, which reflected a due date of June 28, 2016. Upon speaking with Mr. [redacted], as a means of amicable resolution and as a courtesy, T-Mobile has offered to allow Mr. [redacted] to return the above mentioned equipment. Upon receipt of the equipment in good working condition with no physical or liquid damage, T-Mobile will credit the pending equipment balance in the amount of $1,554.38. We ask that Mr. [redacted] have the equipment post marked for return no later than August 3, 2016. The equipment may be returned directly to my attention at to the following address: T-Mobile USA, Inc. Attn: Emilio [redacted] M[redacted] c/o Executive Response 1201 Menaul Blvd NE Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retains a copy of the return tracking number for his records, as T-Mobile is not responsible for the return shipping. We also ask that he please include the devices, charging cables and wall plug/docks as well as his account information within the box to ensure that he receives the proper credit. In addition, upon speaking with Mr. [redacted], he remitted a credit card payment in the amount of $287.98. This payment brings the account to a zero balance pending the above-referenced equipment charges. Mr. [redacted]’s account remains closed. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Emilio [redacted] M[redacted] Executive Response

March 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding T-Mobile appearing on his credit report. Mr. [redacted] indicated on December 1, 2016 and January 23, 2017, T-Mobile inquiries appeared on his credit report. T-Mobile cannot locate an account under Mr. [redacted]’s information activated on these dates.
T-Mobile has requested the inquiries be removed from Mr. [redacted]’s credit report. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. Here is the contact information for the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
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

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

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 28, 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 February 23, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our Executive Response.
T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response. As indicated in our previous correspondence, our records confirm that Ms. [redacted] activated her account on November 25, 2016, with two lines of service and was subscribed to our Simple Choice North America Unlimited Talk, Text and Data rate plan at $80.00 monthly before applicable taxes. At the time of Ms. [redacted]’ activation, she used our Equipment Installment Plan (“EIP”) program to purchase two Samsung Galaxy S7 handsets. Ms. [redacted] was not required to remit a down payment, and she agreed to 24 monthly installments in the amount of $28.75. At the time of Ms. [redacted]’ activation, T-Mobile offered a promotion where customers who were subscribed to a qualifying rate plan could purchase a qualified handset on an EIP, and would receive a monthly credit to offset the cost of the monthly EIP. Regrettably, as indicated in our previous response, the rate plan Ms. [redacted] selected at the time of her activation was not a qualified rate plan.
However, as of December 27, 2016, Ms. [redacted] changer her rate plan to our T-Mobile ONE rate plan, which is a rate plan that is qualified for the above-referenced promotion. It is important to note that once on a qualified rate plan, it may take one to two billing cycles for the promotional credits to be applied. On February 27, 2017, T-Mobile issued credit to Ms. [redacted]’ account in the amount of $41.26 for billed EIP installments. In an effort to amicably resolve Ms. [redacted]’ concerns, on February 28, 2017, T-Mobile closed the EIPs for the Samsung Galaxy S7 handsets Ms. [redacted] purchased on November 25, 2016. As such, she will no longer be billed for the handsets. Additionally, T-Mobile offers Ms. [redacted] to return her rate plan to the previously subscribed Simple Choice North America Unlimited Talk, Text and Data rate plan at $80.00 monthly. T-Mobile requests that Ms. [redacted] contact me at the number below no later than March 26, 2017, to accept this offer as resolution to her concerns. T-Mobile regrets any inconvenience Ms. [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.
Chris P[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: half of that stuff you said isn't true 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 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

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

April 21, 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 April 13, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. According to our records, on August 9, 2016, Mr. [redacted] activated his T-Mobile account and, on August 16, 2016, he returned his equipment within the return period. However at that time, due to an administrative error, the account remained active. The account was cancelled, on December 2, 2016.
Upon review of the account and Mr. [redacted]’s correspondence, T-Mobile has waived the outstanding balance to zero. 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. The account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: all items of concern have not been resolved.  The T-Mobile application still has not been updated with a fix, T-Mobile says they want to swap phones, but the issue connecting to the 4GLTE is on two different phones, by two different companies and on two different operating systems.  So in common sense, leads me to believe the issue is on T-Mobile's end not the end user (myself).  You cannot tell me that two different phones from two different companies would produce phones that do the same thing, not connect to the 4GLTE network properly.  I have tested both phones and switched them on and off the 4GLTE network and when I run the first test it gets 4GLTE speeds, but the remainder two and three tests are well below dial-up service connection.I demand that T-Mobile sends an independent contractor that is not affiliated with T-Mobile to the tower closest to my home and check it on an independent basis, I think that T-Mobile has not sent anyone to the tower as they claim.  If they did they would also notice that 4GLTE is intermittent at best.  Even the tech support person said that it was a tower issue since we trouble shot both phones and got the same results.If T-Mobile refuses to check the tower to MY standards and give me the 4GLTE service that I am paying for, I demand a fixed $25.00 credit per line per month since under my purchase and plan I agreed to accept the 4GLTE service and I am not getting what I am paying for.  If T-Mobile refuses to honor either of my requests, my only option is to have T-Mobile provide me the unlock code for both phones and move my services to another more reliable provider.
Sincerely,
[redacted] (Formally [redacted])

June 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 2, 2016, regarding the above-referenced account. We are pleased to report that Ms. [redacted]’s concerns have been resolver to her satisfaction. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her handset concerns; we appreciate the opportunity to further support, and respond to her concerns. As indicated in our letter to your office dated April 1, 2016, on March 31, 2016, T-Mobile agreed to provide Ms. [redacted] with a new Samsung Galaxy S6 handset. We sincerely regret that this handset has malfunctioned while in use by Ms. [redacted]. It should be noted that on June 5, 2016, T-Mobile contacted Ms. [redacted] regarding her concerns, and offered to provide her with a Samsung Galaxy S7 handset free of charge, so long as she returns her malfunctioning Samsung Galaxy S6 device to my attention at: T-Mobile USA, Inc. Attn: Jason A[redacted] , Executive Office 1201 Menaul Blvd., NE Albuquerque, NM 87107 Please be advised that Ms. [redacted] accepted this as a resolution to her concerns. It should be noted that her new handset was ordered on June 5, 2016, under order number [redacted]. We recommend that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retail a copy of the return tracking number for her records. We also ask that Ms. [redacted] please include a note in her return packaging including her name and account information, within the packaging to ensure that she receives the proper credit upon receipt of her return equipment. 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

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