T-Mobile Usa Inc

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

June 14, 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 June 9, 2016 regarding the above-referenced account.  Please be advised that T-Mobile records reflect that the account holder of record is [redacted] and that we have confirmed that [redacted] and [redacted] are the same person.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
We regret to hear of Ms. [redacted]’s concerns regarding the device that she purchased from a third party.  T-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (FCC) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated.  A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks.  T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. 
 
We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay or Craigslist, may be blocked on our network based upon its history.  This is the case with the device referenced in Ms. [redacted]’s correspondence.  At the time Ms. [redacted] inquired on the device it would have been eligible for activation although the device has since been blocked for non-payment.  As such, T-Mobile would consider the dispute to be between Ms. [redacted] and the party she purchased the device from.
 
However, as Ms. [redacted] is a valued and tenured customer with T-Mobile, in an effort to amicably resolve the matter, T-Mobile has unblocked the device for Ms. [redacted] as a one-time courtesy.  Furthermore, we ensured the device was working properly after being unblocked.  We regret any inconvenience Ms. [redacted] may have experienced as a result of 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.
 
David T[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:
Note that I accept that this issue is closed; however, it is not true that "T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concern has been resolved to her satisfaction. " (From the T-Mobile response). My concern was not resolved to my satisfaction. The only satisfactory response was to allow me to pay my bill online which is the way I paid for my over ten years of service through them. I was told that it was impossible to do this (even though my final bill stated that I could pay online).  Going to pay in person was not by any means convenient but was the only option I was given to have immediate proof of payment by my due date.  In fact, I recommended during the conversation that T-Mobile should fix this in the future. I planned to switch back at some point in the future but after this experience that is less likely (granted I've heard many complaints about every mobile service there is, so it depends more on how I am treated by my new carrier until I would consider switching back, where before this was not the case).There is absolutely no good reason why my online payment account was made unavailable to me to complete my final payment. As my original complaint stated, my user email and password wee still accepted by the system, bit it rejected my phone number which did not change. This is the reason I made the complaint and T-Mobile did not recognize that inconvenience at all in their response to you, but instead made it sound as though their solution was perfectly acceptable which it was not, instead they left me with no other option. They made it sound as though they worked with me, which they did not at all, and on the contrary I did not find the person I discussed the issue with helpful at all, merely polite. Note that polite and helpful are not the same thing. I preferred helpful.Sincerely,
[redacted]

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

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 was contacted by the executive office and we were able to resolve the problem and I am still a customer of T-Mobile.
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:I have attempted to call the representative back. I specifically stated I am only available to speak after 4PM central time on weekdays, however, I was once again called before my availability.I have noticed a new credit appearing on my Tablet line which I really appreciate. However, that was only half of my concern. As stated before, I DID NOT AGREE to be charged extra for a line that I have been having for years. AS STATED BEFORE, the sales representative clearly said that my actual plan would NOT change, only that the data would be unlimited for the same price I pay every month.I have given the Sales Reps name which is of no mention to their response.I do not accept this complaint as resolved until I am no longer paying an extra fee for my line ending in 4945.And no, I will not CANCEL any of my lines because this is a family plan. Again, THE SALES REP TOLD ME THAT I COULD NOT JUST ADD ONE PHONE LINE TO TO MY PLAN FOR FREE, that I needed to add two to qualify for the promotion, and because I did not have another line to add aside from my fourth phone line, he offered me the tablet to take advantage of a promotion that was obviously false. Again, I have been a customer since over a decade, and I expect this matter to be resolved as stated above. If not, I will be forced to switch companies.
Sincerely,
[redacted]

February 9, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]...

[redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 3, 2016, regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] is a listed authorized user on Mr. [redacted]’s account.
T-Mobile regrets that Ms. [redacted] has concerns with the non-return fee.  T-Mobile records indicate that a Samsung Galaxy S 5 handset was purchased with our Equipment Installment Plan (“EIP”) option on June 16, 2014.  Ms. [redacted] was not to make a down payment and she agreed to pay 24 monthly installments in the amount of $27.50. 
By purchasing T-Mobile equipment, our customers receive a one-year limited warranty provided by the manufacturer of their device. During the limited warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program 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.  The limited warranty expired on Ms. [redacted]’s Samsung Galaxy S 5 handset on June 16, 2014.
T-Mobile records indicate that Ms. [redacted] contacted Customer Care on August 10, 2015 and at that time she reported that the handset would not power on, please be advised that our records confirm that Ms. [redacted] did not report that the handset was dropped and the screen broke as her letter to you indicates.  When a customer purchases a new handset they have 14-days to enroll in the optional Premium Handset Protection (“PHP”).  Ms. [redacted] did not opt to add PHP when the new handset was purchased and when she contacted us on August 10, 2015, the limited warranty was expired.  Ms. [redacted] advised T-Mobile that she thought that her mobile number ending in [redacted] subscribed to PHP and as a one-time gesture of goodwill, T-Mobile added the PHP feature for $8.00 per month at Ms. [redacted]’s request so that she would automatically receive an extended warranty and be able to participate in our handset exchange program.  Please be advised that if Ms. [redacted] would have advised us that the handset had been dropped and was broken, she would have been advised that we would not be able to process a handset exchange as the damaged screen voids an extended and limited warranty.  When a customer requests a handset exchange they are advised of, and must agree to, the possibility of a $400.00 plus tax out-of-warranty fee or a $657.91 non-return fee for a Samsung Galaxy S 5 handset; prior to T-Mobile processing an exchange.  In addition, T-Mobile sends a set of return instructions and a pre-paid UPS return label.  The instructions are also very specific and inform customers of the possible out-of-warranty fee, non-return fee and to ship the handset back to us by taking the handset to a UPS location.  Prior to T-Mobile charging a customer a non-return fee we place several outbound calls requesting that the handset be returned, we send text messages and a letter is mailed advising of the fee if the handset is not returned.
The pre-paid return UPS tracking number [redacted] confirms that UPS has not received the handset and we confirmed that our National Return Center (“NRC”) has not received the handset.  Accordingly, on September 26, 2015, T-Mobile charged a non-return fee in the amount of $657.91 to the account as the Samsung Galaxy S 5 handset that qualified for the exchange was not returned.  As of this time, Ms. [redacted] is not eligible to return the handset to T-Mobile to have the non-return credited due to the time frame from when the handset exchange was first requested.
Nevertheless, as a gesture of goodwill and an effort to assist Ms. [redacted] and resolve this matter, T-Mobile placed a final 30-day hold on the account through March 9, 2016 in order to provide her with the opportunity to return the handset to my attention to this office.  Ms. [redacted] indicated that she returned the handset to the United States Postal Service (“USPS”), if the handset was returned to them then they will still be in possession of the handset as we can validate that UPS has not received the handset and she may go to the USPS office where the handset was left to request that they locate the handset, which may be in their lost and found.  Should Ms. [redacted] recover the handset from the USPS office where she took the handset, she will need to return the handset to my attention to the following address.  Please be advised that the UPS return label will not work at this time and Ms. [redacted] will need to return the handset to my attention to the address below:
T-Mobile USA, Inc.
Attn: Ally Y[redacted]
[redacted]
Albuquerque, NM 87107
T-Mobile suggests that Ms. [redacted] ship the handset to us with a traceable shipping carrier and that she retain a return tracking number for her records.  Ms. [redacted] will need to include her 10-digit T-Mobile mobile number inside of the box to ensure that she receives credit for the return.  Ms. [redacted] was advised that if the handset is returned to our office it must be post marked no later than March 9, 2016.  Upon receipt of the handset, it will be examined and if we determine that the handset has any physical or liquid damage, the non-return fee will be credited less the cost of an out-of-warranty fee; which will be a total credit of $213.44 from the non-return fee.  If the handset is returned by March 9, 2016 and it’s free of physical or liquid damage, T-Mobile agreed to credit the full non-return fee and we will issue a credit to the account in the amount of $657.91.  Please be advised that the collection hold on the account is good through March 9, 2016.  If the account reflects any past due balance after March 9, 2016, services will not be guaranteed and normal collection efforts will be resumed.
Ms. [redacted] requested that T-Mobile send a brand new handset to replace her current handset.  Please be advised that if Ms. [redacted] is having concerns with her handset, she may contact us at 800-937-8997 from an alternate line of service so that we can complete the troubleshooting steps that are necessary for us to work to identify and resolve her handset concerns.  If we determine that a replacement handset is warranted, Ms. [redacted] may request to utilize the extended warranty available with her PHP subscription.  Please be advised that T-Mobile is unable to guarantee that a replacement handset will be brand new, the handset may be new or like new although we are unable to request a new handset.  Ms. [redacted] may opt to participate in our Handset Upgrade Program to receive a new handset of her choice and she may opt to pay the full cost of the handset upfront or she may opt to participate in our EIP option or JUMP! On Demand leasing option.  Please be advised that the account must reflect a current balance before Ms. [redacted] will be eligible to upgrade with our EIP or JUMP! On Demand leasing options.
It is T-Mobile’s position that any late fees that have been charged to the account are valid and owed.  T-Mobile respectfully declines to issue any credits to the account at this time as the non-disputed portion of the bills have not been paid by the payment due date.
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.
Ally Y[redacted]
Executive Response

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

April 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 March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records confirm that Ms. [redacted]’s T-Mobile account number [redacted] was activated on December 8, 2016.
After careful review, T-Mobile found that the mobile numbers associated to Ms. [redacted]’s account were linked to other T-Mobile accounts that posed an unacceptable business risk. On March 22, 2017, T-Mobile’s Risk Assessment team canceled Ms. [redacted]’s account and any further service will be denied. 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.
Ligia M[redacted]
Executive Response

The reason I submitted this complaint is because t-mobile refused to send me a phone working phone under the one year warranty. Why am I going to call the same number that refused me a replacement phone in the first place? Also if you clearly read my past message I have stated that everytime I try to contact you that your people are unable to hear me. I will not pay any warranty for a defective phone you have sold me. I should not have to, your company sold me the defective device. Also I still want to be credited the 4 months of lease payments I made on this phone single I have not been able to use it correcty. Also I would like to speak to someone else who will actually take this complaint more seriously because I have had my wife( the main account holder) call you personally 4 times and left a message with you 4 times on how to contact me. Either you did not listen to a single message or you ignored them, either way very unprofessional, because I did not receive one message from you on the way I've asked you to contact me. Complaint: [redacted]
I am rejecting this response because:
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. Sincerely, [redacted]

Tell us why here... January 23, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 14, 2018regarding the above-referenced account.  Please be advised that the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.  T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. We regret any inconvenience Ms. [redacted] experienced with T-Mobile’s 2018 Samsung Galaxy Trade-In offer.  T-Mobile’s 2018 Samsung Galaxy Trade-In offer provides customers who buy a Samsung Galaxy S8, S8+, S8 Active, or Note8 on an Equipment Installment Plan (“EIP”) with $150.00 off the purchase with the trade-in of a functional, paid off, eligible iPhone, LG, or Samsung device.  Unfortunately, Ms. [redacted]’s current handsets do not qualify for this offer.  However, in an effort to amicably resolve Ms. [redacted]’s concern, on January 17, 2018, T-Mobile agreed to honor the 2018 Samsung Galaxy Trade-In offer.  Regrettably, Ms. [redacted] declined our offer.  We regret any inconvenience to Ms. [redacted].  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] ext. [redacted].

I have received the response from T-Mobile and read it. The reply contains a lot of fluff that is not relevant to the issue and several points that are inaccurate. I will quickly address these issues.
I did submit the documents for reimbursement for early termination fees from my previous carrier. I have take a screenshot of the verification email I received from T-Mobile showing they received my submission. I will upload that screenshot to this message if I can. If that is not an option, I will gladly provide it to any interested party.
T-Mobile mentions they provided me a Signal Booster to be used in my home because I was having issues with coverage at my place of business. Needless to say, this device did improve my signal at home but did nothing to help my primary issue of coverage at my place of business. This is a good example of why it was frustrating dealing with them. They never actually fix any issues.
When I made the payment of $505.01 on November 24, 2015, I also returned the signal booster to the T-Mobile store where I received the device. The employees did not know how to credit my account for the device return so they said they would go ahead and take the booster back and would get the final credit sorted out later that day. They assured me everything was paid in full. It wasn't until I received a letter in the mail from a collection agency that I saw I was still being charged for the signal booster. I went back to the store and eventually they were able to verify the booster was back in T-Mobile's possession and was now located at one of their hubs. Everything that occurred after November 24, 2015, was due to bad record keeping on T-Mobile's part and/or their ability to properly use their own computer systems.
While I am very surprised by T-Mobile's misinformed reply to my complaint, I will consider their ultimate solution as acceptable. A zero balance and nothing negative on my credit report will suffice.
 
 
 
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

April 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated April 8, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] in regards to her handset. T-Mobile records confirm that on August 17, 2015, Ms. [redacted] purchased a Samsung Galaxy Grand Prime. Records confirm that shortly after the fourteen day return period, Ms. [redacted] reported that she was not satisfied with the handset. As Ms. [redacted] was no longer eligible for an exchange within the return period she was offered a trade-in credit for her Samsung Galaxy Grand Prime which would be applied toward the cost of a new handset which she declined. On December 20, 2015, Ms. [redacted] reported that the screen on her Samsung Galaxy Grand Prime was not responding to touch. Ms. [redacted] requested an exchange and as a courtesy T-Mobile shipped out a Certified Pre-Owned Samsung Galaxy Note 4 for an exchange for her Samsung Galaxy Grand Prime. On March 11, 2016, Ms. [redacted] first reported her Samsung Galaxy Note 4 displaying a GPS error that was being caused by the handset software. T-Mobile Customer Care did perform trouble shooting along with Ms. [redacted] that was not able to fix the issue that Ms. [redacted] has been sent two warranty exchanges one on March 11, 2016, and other on March 19, 2016, for the same issue. T-Mobile Customer Care has agreed to trouble shoot further with Ms. [redacted] which she has declined. T-Mobile has also offered Ms. [redacted] an additional warranty exchange that she also declined. T-Mobile has offered Ms. [redacted] a current trade-in value of $145.00 for the Samsung Galaxy Note 4 to be applied toward the purchase of a new handset of her choice. Which Ms. [redacted] accepted but is not ready to upgrade at the moment. Ms. [redacted] may reach me at the number below for any assistance in upgrading. 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

February 7, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 29, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his monthly billing statements and a device trade-in offer. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. T-Mobile records indicate on November 1, 2016, Mr. [redacted] activated his T-Mobile account and subscribes to our Simple Choice Family Match Unlimited Talk, Text, and 6GB Data family rate plan for $120.00 per month for four lines of service. Upon activation, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG V10 devices and an LG K10 device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. At the time of purchase, Mr. [redacted] was not asked to make a down payment. Rather, Mr. [redacted] was only required to pay the taxes on the full retail price of the devices and agree to a series of 24-monthly installments of $48.98. On November 3, 2016, Mr. [redacted] entered into an EIP agreement for an LG G5 device. At the time of purchase, Mr. [redacted] paid a down payment in the amount of $100.00 and paid the taxes on the full retail price, and agreed to a series of 24-monthly installments of $16.67. Please be advised, at the time Mr. [redacted] purchased his LG G5 device, T-Mobile was running a promotion that offered customers this device for free or at a substantial discount. Customers are billed the monthly installment charges and receive a promotional monthly bill credit to either make the device free or at a substantial discount. Please note it can take one to two billing cycles for the credit to appear. On November 16, 2016, Mr. [redacted] entered into an EIP agreement for a FitBit charger. At the time of purchase, Mr. [redacted] was not asked to make a down payment. Rather, Mr. [redacted] was only required to pay the taxes on the full retail price of the accessory and agree to a series of 24-monthly installments of $2.71. In regards to Mr. [redacted]’s concerns regarding his Droid Turbo Max device; please note customers who trade-in their devices from their previous carrier upon activation may qualify for a reimbursement. At the time of activation, a trade-in amount is offered, and if accepted, customers mail their devices to T-Mobile, and upon inspection, the trade-in offer amount is applied to a prepaid refund card that is mailed to the customer. Should T-Mobile find any damage or should the device be received non-working, the trade-in offer does not apply. When T-Mobile received Mr. [redacted]’s Droid Turbo Max device, regrettably it was found to be non-working and T-Mobile did not provide a reimbursement to Mr. [redacted]. Upon speaking with Mr. [redacted] on February 2, 2017, T-Mobile advised his LG G5 qualified for the above-referenced promotion and this EIP is receiving a promotional monthly bill credit in the amount of $12.50. In an effort to amicably resolve this matter, T-Mobile ended the EIP for Mr. [redacted]’s LG K10 device and his FitBit charger and Mr. [redacted] will no longer see the monthly installments appear on his monthly billing statements. Mr. [redacted]’s monthly access charges and monthly equipment charges are estimated to be in the amount of $180.00 per month. Additionally, T-Mobile offered Mr. [redacted] a credit in the amount of $130.00 for the Droid Turbo Max device. Mr. [redacted] indicated this resolves his concerns to his satisfaction. The adjustment leaves a credit balance in the amount of $130.00 that will be applied to future billing statements. 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

Complaint: [redacted]
I am rejecting this response because: Thank you for responding, I have tried to call you three times to chat but did not have any success nor call back. The credit you have applied to my account are not accurate. Starting from 12/05/2016 my bills were as follows:12/05/2016 $190.6001/04/2017 $230.8202/04/2017 222.9803/04/2017 180.55The total overcharges that were suppose to be due back to me to total $149.40 backdated from the original inception date of our contract. I have spent MUTIPLE hours calling T-Mobile trying to get this fixed and it is sad that I have to resolve this issue, we have to go through a 3rd party. Once again, please confirm my total monthly bill for the upcoming months. My total should be in the $165 range. Thanks. 
Sincerely,
[redacted]

May 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that he should expect moderate coverage at his billing address and no coverage in some surrounding areas. As Mr. [redacted] may imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day such as traffic volume, network changes, weather, terrain and foliage which can interfere with actual quality and availability of service. Based on T-Mobile’s investigation of Mr. [redacted]’s coverage concerns, we have confirmed that his services are functioning as expected for his location and there are currently no planned enhancements.
Please be advised that T-Mobile has confirmed that Mr. [redacted] is not under a service contract and would not be charged a contract termination fee if he were to choose to cancel his T-Mobile account.
However, on July 22, 2016, Mr. [redacted] purchased a Samsung On5 handset and an LG G-Pad X device through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $15.84. In addition, on November 11, 2016, Mr. [redacted] entered into a JUMP! On Demand ("JOD") lease for an iPhone 7 Plus handset wherein he agreed to 18 monthly lease installments in the amount of $32.00. Please note that T-Mobile provided Mr. [redacted] 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, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP and JOD lease entered into at the time of the original purchase. As Mr. [redacted] is now beyond the return period for his devices, he is ineligible to return them for a refund.
If a customer has an open EIP and/or JOD lease and the account is canceled, any remaining open device payment plan balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the agreements which were provided to Mr. [redacted] at the time of his above-referenced purchase and lease. Should the account be cancelled, it is T-Mobile’s positon that these charges are valid and owed.
However, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr. [redacted] may return his iPhone 7 Plus handset, Samsung On5 handset, and LG G-Pad X device to my attention at the following address:
T-Mobile Executive Response
Attn: Brandon M[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Mr. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the EIPs and JOD lease, in the amount of $799.57. T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the devices, chargers and his account information within the box to ensure that he receives the proper credit upon receipt of the equipment.
We also ask that Mr. [redacted] disable the “Find my iPhone” application as the device will be returned to Mr. [redacted] if the application is enabled. Please be advised that if our final examination of the devices indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the balance will then be considered valid and owed. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. 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

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
 To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated June 13, 2017 from Mr....

[redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr[redacted] has been designated as an authorized user of the account.
We regret to hear of the difficulties Mr. [redacted] has experienced with his T-Mobile service and billing while roaming. In late 2013, T-Mobile began offering customers on eligible Simple Choice rate plans the largest global data coverage area included at no extra charge. This global freedom feature is Simple Global and was automatically added to qualifying plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel.
Please be advised that upon the handset registering with a foreign network, a series of text messages are sent to the handset that inform the customer of applicable rates in the country in which they are located. The messages sent state:
• Free T-Mobile Msg: Welcome to <country name>. Unlimited text incl with your global coverage. Talk $0.20/min. More info http://t-mo.com/T&C
• Free T-Mobile Msg: Wi-Fi call charges are: FREE to the US, $0.20/min locally. To all other countries: long distance rates (as if originating from the US)
• Free T-Mobile Msg: Unlimited web included as part of your global coverage. To purchase high speed data please visit: http://t-mo.com/4G-Data
T-Mobile records confirm Mr. [redacted] activated his T-Mobile account on December 31, 2015, under an eligible Simple Choice rate plan and was billed accurately under the Simple Global rate. Upon Mr. [redacted]’s dispute of the roaming charges T-Mobile has provided numerous courtesy credits and has clarified the correct charges under the Simple Global rates. Based on the informational text messages that were sent and Mr. [redacted]’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid.
As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on June 20, 2017, T-Mobile offered to issue a credit for three of Mr. [redacted]’s handsets an Apple iPhone 7, an Apple iPhone 6, and an Apple iPhone 6s plus for a total remaining balance of $867.10, and Mr. [redacted] has the option to cancel his services. Regrettably, after speaking with Mr. [redacted] he respectfully declined this option. Please note that Mr. [redacted] has until July 9, 2017, to accept the offer. Should Mr. [redacted] like to take advantage of the offer he may contact me directly at the number provided below.
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 retail location and Customer Care. 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.
Belen L[redacted] Executive Response

May 19, 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 17, 2017, regarding the above-referenced account.
T-Mobile regrets any further concerns Ms. [redacted] has experienced regarding her T-Mobile account and device. Upon speaking to Ms. [redacted], on May 18, 2017, she confirmed that her concerns are related to her request to transfer her cancelled mobile number ending in [redacted], and with her non-working device.
On October 4, 2016, the mobile number ending in [redacted] was transferred to another service provider. The arrangement to transfer the line of service was made directly with Ms. [redacted]’ new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms. [redacted]’ new wireless service provider took control of it. In reviewing our records, T-Mobile cancelled the mobile number ending in [redacted], on December 1, 2016, pursuant to Ms. [redacted]’ request. Please note that mobile numbers must remain active in order to be transferred to another service provider. As the mobile number ending in [redacted] is cancelled, it is ineligible for transfer to another service provider.
Additionally, as Ms. [redacted] is no longer a T-Mobile customer, T-Mobile is unable to complete an exchange for her non-working device. T-Mobile recommends that Ms. [redacted] contact the manufacturer of her device for repair or replacement options.
However, as a courtesy to Ms. [redacted], at the time of our above-referenced conversation, T-Mobile offered for Ms. [redacted] to send a copy of her device repair receipt from the manufacturer to my attention at the following email address: [redacted]@T-Mobile.com and upon receipt, T-Mobile will submit for a prepaid debit card in the amount of her device repair charges which would then be delivered to her within 14 business days. Regretfully, Ms. [redacted] declined our offer. Nevertheless, as a courtesy to Ms. [redacted], T-Mobile is extending our offer for a period of 30 days from the date of this letter during which time Ms. [redacted] may contact me at the number provided below to accept our offer. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response