T-Mobile Usa Inc

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

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 25, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. [redacted], and that she has designated [redacted] as an authorized user of the account. We regret any inconvenience experienced by Mr. [redacted] regarding the LG G4 handset. As Mr. [redacted] mentions in his correspondence, some LG G4 devices reflected a known issue for boot loop under which certain LG G4 devices repeatedly displayed the LG logo screen when turned on, would not startup to the home screen and would remain stuck in a boot loop. It is important to note that LG Electronics has been made aware of the booting issue with some LG G4 smartphones and the issue has been identified as resulting from a loose contact between components. Please be advised that by purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. 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. T-Mobile records indicate that on June 15, 2016, Mr. [redacted] participated in T-Mobile’s Limited in store pick-up Warranty Exchange for replacement of the LG G4 handset. Regrettably, Mr. [redacted] did not complete the in-store pick of the replacement handset within the allotted pick-up timeframe and the warranty exchange expired. Following, on June 17, 2016, an additional in store pick-up Warranty Exchange was processed for replacement of the LG G4 handset which was properly completed on June 24, 2016. Next, on June 21, 2016, an in store pick-up Warranty Exchange was again processed for replacement of the LG G4 handset; yet, the replacement handset was not picked-up within the required timeframe and again the warranty exchange expired. Lastly, on June 23, 2016, an additional in store pick-up Warranty Exchange was processed for replacement of the LG G4 handset. However, at this time, the LG G4 handset was on backorder therefore the replacement handset was not available for immediate exchange. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, upon speaking with Mr. [redacted] on July 1, 2016, T-Mobile agreed to mail him a Samsung Galaxy S6 32GB Gold handset as replacement for the LG G4 handset. In exchange, Mr. [redacted] is required to return the LG G4 handset with IMEI number [redacted] to T-Mobile in like-new condition free from any physical or liquid damage. Mr. [redacted] may return the equipment directly to my attention within 30 days of the date of this letter to the following address: Executive Response Attention: Aika A[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Additionally, on July 1, 2016, a onetime courtesy credit of $15.00 was applied to cover any return shipping expenses was posted to the account, leaving the account with a remaining balance of $134.00 for the monthly recurring charges billed from May 9, 2016 to June 8, 2016. We certainly regret any inconvenience to Mr. [redacted] and appreciate his willingness to resolve 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. Aika A[redacted] Executive Response

July 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 28, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted] concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] experienced with his account in regards to a monthly discount. T-Mobile records confirm that Mr. [redacted] was previously subscribed to our monthly discount program known as The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. T-Mobile records confirm that on March 11, 2016, T-Mobile sent Mr. [redacted] notification via U.S. Mail as well as a text message notification to advise him that recertification was needed to retain his Advantage Program discount. Mr. [redacted] was advised that he would need to submit the required documents for recertification no later than April 17, 2016, or the discount would be removed from his account. Regrettably, T-Mobile did not receive Mr. [redacted] documents, and as such, on May 10, 2016, the Advantage Program discount was removed from his account. In an effort to amicably resolve Mr. [redacted] concerns, on May 31, 2016, T-Mobile returned the monthly Advantage Program discount to his account. Please note, however, that it may take up to two billing cycles for the discount to appear on the monthly billing statement. As a gesture of goodwill, on July 5, 2016, T-Mobile issued a credit to Mr. [redacted] account in the amount of $20.00, which equals approximately two months of the Advantage Program discount. 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. Chris P[redacted] Executive Response

June 22, 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 a letter dated June 9, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding T-Mobile’s AutoPay option and we appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on February 11, 2017, Mr. [redacted] elected to subscribe to the new T-Mobile ONE Taxes Included rate plan which for $155.00 provides three lines with unlimited talk, text, and data at up to 4G/LTE speeds depending on device capability.
Customers subscribed to the T-Mobile ONE Taxes Included rate plan and enrolled in AutoPay are eligible for a discount of $5.00 per line, for up to a maximum of eight lines. A review confirms that the account was enrolled in AutoPay on March 20, 2017, via our website at www.mytmobile.com. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a payment method supplied by the customer.
T-Mobile records indicate that the AutoPay service was drafted the payment due for the April 2017 and May 2018 billing statements. Mr. [redacted] then contacted T-Mobile Customer Care on May 20, 2017, to update his checking account information on AutoPay from which his June 2017 billing statement was drafted in the amount of $236.23.
Regrettably, on June 7, 2017, T-Mobile received notification from Mr. [redacted]’s financial institution that the newly provided checking account was closed. As such, the payment of $236.23 was charged back to Mr. [redacted]’s account resulting in a total balance due of $513.71, of which $236.23 was now considered past due. Further, our records indicate that on June 8, 2017, Mr. [redacted] updated his AutoPay information to a credit card ending in 2152 via our website and paid the past due balance in the amount of $236.23, resulting in an updated balance of $277.48 which is due on July 6, 2017.
It is T-Mobile’s position that the AutoPay feature is working properly on the account. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on June 14, 2017, T-Mobile issued a one-time credit in the amount of $50.00 resulting in an updated balance in the amount of $227.48, which is due on July 6, 2017, and will be drafted with AutoPay. 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.
Anthony M[redacted]
Executive Response

March 8, 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 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding a Samsung promotion. 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 department.
From November 24, 2016 through November 27, 2016, T-Mobile was offering customers on select rate plans a Samsung Galaxy S7 device or a Samsung Galaxy S7 Edge device free or at a substantial discount with a fully owned device trade in. The Samsung Galaxy S7 device or a Samsung Galaxy S7 Edge device must be on our Equipment Installment Plan (“EIP”) offering. The EIP Agreement is a 24-month, no interested financing agreement available to qualifying customers with active service. Customers who take advantage of this offer receive a monthly promotional credit applied to their EIP for the Samsung Galaxy S7 device or a Samsung Galaxy S7 Edge device. It is important to note once the fully owned device trade in is surrendered to T-Mobile and we are unable to return it to the customer at a later date.
T-Mobile records indicate on November 25, 2017, Mr. [redacted] took advantage of this offer with the purchase of a Samsung Galaxy S7 device for his line ending in 0206. Regrettably, the rate plan Mr. [redacted] subscribes to is not one of the select rate plans needed to qualify for this promotion and on December 15, 2016, Mr. [redacted] was advised he will not receive the promotional monthly bill credits. We regret any inconvenience to Mr. [redacted].
In an effort to amicably resolve this matter, T-Mobile ended the EIP for the Samsung Galaxy S7 device and Mr. [redacted] will no longer see the monthly equipment charges. Additionally, T-Mobile issued a credit in the amount of $27.33 for the one monthly equipment charge billed to Mr. [redacted]’s account as well as an adjustment in the amount of $143.42 for the down payment paid at the time of purchase. These credits impacted the balance in the amount of $218.70 and leave a remaining balance in the amount of $47.95 for monthly access charges and fees and taxes for the billing period from March 2, 2017 through [redacted] 1, 2017. 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

Date Sent: 9/6/2017 1:49:39 PMSeptember 6, 2017 FILED ELECTRONICALLY Bureau ServiceRevdex.com ofAlaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]         ...⇄ 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 24, 2017, regarding the above-referenced account.  It is T-Mobile’s understanding that per Ms. [redacted], we have also been communicating with her sister, Ms. [redacted], with Ms. [redacted] permission. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile handsets on our JUMP! On Demand (“JOD”) lease program.  Please be assured that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered with his recent contact with our Executive office and any misunderstanding of her T-Mobile account billing.  It is important to note all the concerns Ms. [redacted] has experienced and the series of events that have occurred on her account.  T-Mobile records confirm that on July 1, 2017, T-Mobile’s Executive office received an email correspondence to Mr. John L[redacted], our CEO, from Ms. [redacted].   In Ms. [redacted]’ email, she explained that her T-Mobile account balance was very high and she was being mistreated by our Customer Care.  T-Mobile attempted contacting her several times and we were unable to reach her therefore; the case was assigned to a new specialist after receiving another correspondence from your office file number [redacted].  The new file correspondence stated that she was having the worst service and wanted to cancel her T-Mobile account due to her billing.  Ms. [redacted] also requested that T-Mobile remove a charge of $500.00 for phones that she was not informed she would need to upgrade.  Ms. [redacted] was referring to her handsets that were leased on our JOD lease program.  T-Mobile responded and explained that JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the Purchase Option Price (”POP”) of the handsets are assessed on the next month billing statement. Ms. [redacted] did not turn in her leases or start a new lease once her 18 month lease was over; therefore, the remaining lease POP was billed to her account.  Once paid, the lease would be closed and the customer would receive an ownership certificate on the next month billing statement.  It is T-Mobile’s position that the charges of $206.65 for her POP on each of her mobile numbers ending in 7955, 0067, and 8526 for her Apple iPhone devices are valid.  On July 13, 2017, our Executive Office spoke with the person who stated that she was Ms. [redacted]’ sister, Ms. [redacted], about her JOD leases and our above explanation.  As a resolution, as stated in our correspondence to your office dated July 13, 2017 with the file number [redacted]; T-Mobile explained that Ms. [redacted] accepted an Extended Payment Schedule (“EPS”).  An EPS allowed Ms. [redacted] to pay her account balance of $1,583.12, which consists of her monthly recurring charges from May 7, 2017 through August 6, 2017, a $99.00 Signal Booster non-return fee, $828.81 in POPs, and applicable taxes however; she will not be able to upgrade her handset during this time.  Ms. [redacted] accepted seven installments of $226.16 added to her normal monthly recurring charges.  On July 19, 2017, T-Mobile received a new correspondence from your office file number [redacted]; which stated that Ms. [redacted] took the Signal Booster to a T-Mobile store to return it per our instructions and T-Mobile did not accept it at the store.  Ms. [redacted] was also upset that she was unable to upgrade her handset because of a $200.00 hold on the account.  Ms. [redacted] was referring to the EPS of $226.16 that T-Mobile had set up for her past due balance.  As previously stated, T-Mobile customers are not able to upgrade while they have an existing EPS on the account.  When T-Mobile spoke with Ms. [redacted] on July 13, 2017, she did not want to upgrade into a new device lease and pay more money for another handset however; the option to upgrade and return her handset was provided.  On July 20, 2017, T-Mobile left Ms. [redacted] a voicemail on the mobile number ending in [redacted] and sent her an email advising her that she is not able to upgrade due to the EPS and that our T-Mobile system still considers the account in past due status.  I offered to remove the EPS by applying a temporary credit to her account therefore allowing her to be able to upgrade any mobile number.  In regards to her Signal Booster, T-Mobile sent a return shipping label with United Parcel Service (“UPS”) so that she can take the Signal Booster to a UPS location and return it at no additional charge.  This information was also provided in our response to your office file number [redacted] dated July 24, 2017. On July 22, 2017, our records indicate that T-Mobile applied a credit of $107.59 to Ms. [redacted]’ account for the Signal Booster non-return fee as the Signal Booster was returned.  On July 27, 2017, T-Mobile set up the EPS again as a courtesy in the amount of $1,475.53 after Ms. [redacted] was able to process a new JOD lease on July 21, 2017 for her mobile number ending in [redacted].  On August 1, 2017, we received a new correspondence from your office dated July 26, 2017 file number [redacted]; Ms. [redacted] stated that she was not happy that the balance for the final POP on the devices was not removed on her account.  Ms. [redacted] then explained that she wanted the remaining mobile numbers to be able to upgrade.  Ms. [redacted] also disputed the $20.00 Upgrade Support Charge.  On August 3, 2017, T-Mobile reached Ms. [redacted] and she was unable to talk on the phone, our Executive office advised her that we would email her.  On August 3, 2017, T-Mobile sent Ms. [redacted] an email and we offered her to return any of the Apple iPhone devices in exchange for a credit of the remaining final lease purchase option price.  T-Mobile reiterated how our JOD lease program works and informed her of our standard $20.00 Upgrade Support Charge.  In our response letter to your office dated August 4, 2017, T-Mobile explained all of these series of events referenced above.  T-Mobile also explained that we did not have records of Ms. [redacted] being charge a $20.00 Upgrade Support Charge, which is valid when initiating an upgrade at our T-Mobile store or through our Customer Care channel.  In addition, T-Mobile provided Ms. [redacted] with our Executive office address, instructions on how she could return her Apple iPhone devices, and we sent a prepaid return shipping label to her email address.  As of September 5, 2017, we have not received any of Ms. [redacted]’ handsets. On August 24, 2017, T-Mobile received your most recent correspondence from your office file number [redacted] from Ms. [redacted], where she states that she never accepted the EPS on her account.  T-Mobile regrets if Ms. [redacted] did not fully understand our responses to your office, including voicemails and emails sent to her.  Ms. [redacted] also mentioned that she never spoke with me about her T-Mobile account.  Our Executive Office retrieved the call between T-Mobile and who we believed with Ms. [redacted], her sister, on July 13, 2017.  After listening to the call, the customer stated that she was Ms. [redacted] and that we had been corresponding with her sister Ms. [redacted].  It is T-Mobile’s position that we have been corresponding back and forth with Ms. [redacted] and Ms. [redacted], we also believe both were aware of the interactions.  T-Mobile advised Ms. [redacted] that we can no longer make out of policy exceptions as we believe we have been more than fair in all of her correspondences to your office.  As of September 1, 2017, Ms. [redacted]’ account balance is $488.47, which consists of her $210.79 EPS, monthly recurring charges from August 7, 2017 through September 6, 2017, monthly lease payment, and applicable taxes and due on August 27, 2017.  T-Mobile has also ceased contacting Ms. [redacted] as she has emailed us advising us that she has hired legal counseling.  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

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]

Complaint: [redacted]
I am rejecting this response because: I don’t remember my Tmobile number. But being that you all have my social security number you shouldn’t have a problem finding me especially if I owe you money like y’all claim. I did return Rochelle from tomibile executive office and left two messages on her extension and have to date not heard back. you all should have all ins information on file and should be capable of providing me what this so called balance is for  again you have my full name  address and social security number if you can’t provide me with an explanation because you all can’t locate my account then I would appreciate you removing this balance off my account  it is not my place to keep proper records and accounting that is T-Mobile’s  I have called tomiile several times and spoke to a customer service rep trying several numbers that I thought may be it  I gave all my information and was told I could not be located  (probably because I have no balance)  Hisnos fraudulent and I ask hat you remove it immediately   thank you[redacted]
Sincerely,
[redacted]

May 22, 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 18, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] regarding his return. According to our records on March 15, 2017, Mr. [redacted] purchased a ZTE SyncUp Drive device for $48.00 plus tax, a total of $51.84. Sadly, on March 21, 2017, Mr. [redacted] requested for a return label to be provided to return the device back to T-Mobile.   On March 30, 2017, T-Mobile received the ZTE SyncUp Drive device but due to an inadvertent error, Mr. [redacted] was not immediately issued a refund. We apologize for the inconveniences this has caused.   Nevertheless on May 22, 2017, T-Mobile issued a refund in the amount of $51.48 to Mr. [redacted]’s credit card which should be deposited in his account within three business days. Please note that T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter addressed to his satisfaction.   Again, we apologize for the delay in his refund and appreciate his continued business.   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

June 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
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. We are pleased to inform you that T-Mobile has contacted Mr. [redacted] and addressed his concerns to his satisfaction.
We regret any inconvenience to Mr. [redacted] regarding our rate plan pricing and discounts and we appreciate the opportunity to address his concerns. Our records indicate Mr. [redacted] currently has five active lines of service and is enrolled in our Simple Choice Family Unlimited Talk, Text and Data at $100.00 per month for the first four lines of service and $10.00 per month for the additional line. On March 3, 2017, Mr. [redacted]’s plan was changed to T-Mobile ONE at $180.00 per month for the first four lines and $25.00 per month for additional line for a total of $205.00 per month.
Our AutoPay features which provides Mr. [redacted] with the convenience of never missing a payment and avoid service interruptions, also provides Mr. [redacted] with a $5.00 discount per line when enrolled in our T-Mobile ONE rate plan. Regrettably, the AutoPay discount is not available with any other rate plan. We regret any inconvenience this matter has caused.
Per Mr. [redacted]’s request, on April 15, 2017, his rate plan was changed back to our Simple Choice Family Unlimited Talk, Text and Data at $100.00 per month for the first four lines of service and $10.00 per month for the additional line. As noted above, the aforementioned rate plan is not eligible for the AutoPay discount. Further review confirms Mr. [redacted] did not receive the AutoPay discount after his rate plan was changed to the previous plan and on June 7, 2017, Mr. [redacted] removed the AutoPay feature.
Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on June 9, 2017, T-Mobile applied a courtesy credit to his account in the amount of $25.00 which is equal to the AutoPay discount of $5.00 per line of service for one month of service. Mr. [redacted]’s account remains active with a revised balance of $171.42 due on June 23, 2017.
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 Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sal O[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced when attempting to unlock his Samsung handset. T-Mobile records indicate that on May 9, 2017, Mr. [redacted] contacted T-Mobile Customer Care to request a Mobile Device Unlock; however, T-Mobile was unable to provide the code as Ms. [redacted] had an outstanding balance of $17.32 on the account that needed to be paid in full prior to receiving the Mobile Device Unlock.
T-Mobile records reflect that on May, 11, 2017, Mr. [redacted] made a payment to his account in the amount of $17.32 and brought his account to a zero balance. Please note that T-Mobile records confirm an email sent to Mr. [redacted]’s on May 12, 2017, with the unlock code and unlock instructions.
Upon speaking with Mr. [redacted] on May 17, 2017, he has confirmed that his device has been unlocked but is concerned as his device is not compatible with the other provider. Please be advised that T-Mobile is unable to guarantee the functionality of a T-Mobile handset on a different network. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered a $200.00 refund card to be sent to the address provided in the correspondence to your office. Please note that Mr. [redacted] has accepted our offer. Please be advised that it may take between seven to ten business days for Mr. [redacted] to receive his refund card. 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.
Juan B[redacted]
Executive Response

June 26, 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]...

& [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] are one in the same.
T-Mobile regrets hearing of Ms. [redacted]’s concerns regarding the collection notices she has recently received. T-Mobile records confirm that Ms. [redacted]’s account [redacted] has been closed with a zero balance since May 18, 2016, when Ms. [redacted] previously worked with T-Mobile. After careful review, T-Mobile located account [redacted] which reflects a balance of $404.98.
Upon speaking with Ms. [redacted] on June 15, 2017, we confirmed account number [redacted] reflected a zero balance and the account [redacted] was located. We confirmed with Ms. [redacted] the activation date of September 24, 2007, and cancellation date of July 10, 2009, due to non-payment. Please note that the line ending in 9112 was activated on February 19, 2008 and the line ending in [redacted] was activated on April 6, 2008. At the time of activation Ms. [redacted] accepted a 24-month contract for each line of service. As the account was canceled prior to the agreed upon contact the account was assessed an early termination fee of $200.00 per line of service.
The final billing statement reflected a past due balance of $204.50 with new charges of $400.00 bringing the balance to $604.50. Please note the last payment received on the account was on April 27, 2009 in the amount of $93.15. Ms. [redacted] also received credits totaling $199.52, which updated the balance owed to $404.98. The balance on the account consists of two early termination fees, monthly access charges and applicable taxes for the April 2009 through July 2009 billing statements.
Due to continued non-payment the account was referred to a third party collection agency on September 9, 2009. Between the dates of September 9, 2009, and November 26, 2013, Ms. [redacted]’s account was referred to several different third party collection agencies, and currently resides with Enhanced Resource Centers. T-Mobile has reviewed the account and confirmed all charges are accurate and owed. Ms. [redacted] can contact Enhanced Resource Centers at 1-800-501-7454 to make arrangement for payment. T-Mobile regrets any confusion this matter has caused 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.
Felicia P[redacted]
Executive Response

October 20, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 8, 2017, regarding the above-referenced account.  T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced during his tenure with T-Mobile.  T-Mobile records confirm that on September 3, 2017, Mr. [redacted] activated his T-Mobile account with the $75.00 T-Mobile ONE rate plan.  As Mr. [redacted] had Autopay enabled he received a $5.00 discount on his rate plan. Please note that the account was later cancelled at Mr. [redacted]’s request on September 15, 2017.   On September 23, 2017, a payment was collected in the amount of $70.00 for the first month of service.  Furthermore, on October 6, 2017, $22.49 was refunded to Mr. [redacted]’s financial institution as a result of a payment back out.   In an effort to amicably resolve this matter, upon speaking with Mr. [redacted] T-Mobile agreed to refund the account $52.51, which is the remaining amount not refunded for his payment of $70.00 as well as an additional $5.00 for his SIM Starter Kit.  Mr. [redacted] should allow one to three business days for the refund to appear on his bank statement.  Upon speaking with Mr. [redacted], he accepted this as resolution to his 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. Zachary S[redacted]Executive Response

January 11, 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 2, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her new T-Mobile 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]’s contact with our retail location. T-Mobile records indicate in July 2015, Ms. [redacted]’s activated a T-Mobile Prepaid account and subscribed to our Simply Prepaid rate plan for $50.00 per month. On December 24, 2016, Ms. [redacted] visited a T-Mobile retail location and a new postpaid account was activated. Ms. [redacted]’s line was moved from the prepaid account to the postpaid account, deactivating her prepaid account. Upon activation, Ms. [redacted]’s postpaid account subscribed to our Simple Choice North America Unlimited Talk and Text rate plan for $50.00 per month. This rate plan included 2GB of high speed data at no additional cost. Please note all customers applying for new service with T-Mobile are required to have a credit check. In order to run a credit check, customers are required to provide valid government-issued photo ID including a social security number. T-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements. When Ms. [redacted] provided T-Mobile with the requested information, this authorized T-Mobile to run a check on her credit. T-Mobile respectfully declines to remove the inquiry from Ms. [redacted]’s credit report and regret any inconvenience on this matter. In an effort to amicably resolve this matter T-Mobile changed Ms. [redacted]’s rate plan to our Select Choice Unlimited Talk and Text rate plan for $20.00 per month for one line of service. This rate plan includes our Stateside International texting feature as well as our Simple Global calling feature. Additionally, T-Mobile offered Ms. [redacted] an unlimited data package for $30.00 per month making her monthly access charges the same as her previous prepaid account before taxes. Finally, T-Mobile adjusted Ms. [redacted]’s first monthly access charge in the amount of $57.02 for the inconvenience. This credit impacted the account balance and Ms. [redacted]’s account reflects a zero balance. Regrettably, T-Mobile is unable to reactivate Ms. [redacted]’s previous prepaid account rate plan. 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

August 9, 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 31, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made attempts to contact Ms. [redacted] at the number and e-mail address provided in her correspondence, which have proven unsuccessful.
T-Mobile regrets any continued billing concerns Ms. [redacted] has experienced. Upon our review of Ms. [redacted]’s correspondence to your office, we T-Mobile is unable to determine any additional concerns Ms. [redacted] may have. As such, T-Mobile is unable to move forward in our investigation without speaking with Ms. [redacted]. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, we ask that she contact me at the number below to provide additional information that will allow us to further investigate this matter. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate the opportunity to address her additional concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted] Executive Response

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 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 11, 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]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] may have regarding her account. T-Mobile records reflect that on January 3, 2015, Ms. [redacted] visited a T-Mobile retail store and elected to subscribe to the Simple Choice Family Unlimited Talk, Text, and 2.5GB’s of Data, promotional rate plan, which took effect on January 19, 2015. Please note that for a monthly cost of $100.00, this rate plan provides the first four lines of service with unlimited talk, text and 2.5 GBs of data at up to 4G/LTE speeds depending on device capability. T-Mobile records do not indicate changes have been made to Ms. [redacted]’s rate plan as the Simple Choice Family Unlimited Talk, Text, and 2.5GB’s of Data rate plan remains active on the account.
Additionally, T-Mobile records indicate that on July 12, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 Plus 16GB. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! feature. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an EIP for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.
Please be advised that on October 18, 2016, Ms. [redacted] completed a JUMP! upgrade and purchased the Apple iPhone 7 under our EIP offering. Ms. [redacted] then traded-in her Apple iPhone 6 Plus, therefore, T-Mobile applied an EIP credit of $249.92 toward the remaining balance of the Apple iPhone 6 Plus and closed the EIP.
In addition, during the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their 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. Please note that T-Mobile records indicate that on June 7, 2017, a Handset Warranty Exchange was completed for Ms. [redacted]’s Apple iPhone 7 and delivery was confirmed on June 11, 2017.
In an effort to amicably resolve this matter, T-Mobile has offered Ms. [redacted] the option to return the Apple iPhone 7 to me directly at the following address within the next 30-days.
T-Mobile USA Inc.
Attn: Mercedes V.
C/o Executive Response
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Once the device is received T-Mobile will close the EIP for the Apple iPhone 7. Ms. [redacted] may then complete an upgrade for the phone model that she desires.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted] Executive Response

August 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 13, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding our tablet promotion and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on June 20, 2016, Mr. [redacted] activated four Mobile Internet (“MI”) lines on the Simple Choice North America MI 2GB (gigabyte) for each of the lines ending in [redacted], which for $20.00 per month provides 2GB’s of data at up to 4G/LTE speeds. It is important to note that this rate plan when combined with a voice line qualifies for a monthly discount of $10.00 on each line of service. Due to an inadvertent error the $10.00 discount was not applying towards the MI lines and Mr. [redacted] was charged the full $20.00 on his billing statement dated July 25, 2016. On July 25, 2016, T-Mobile corrected the error and the discount will now begin to apply every month. Please note that Mr. [redacted]’s account is a bill current account and as such, he is billed in advance. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. Mr. [redacted]’s bill cycle runs from the 25th of one month through the 24th of the following month with the bill due on the 17th. As such, on August 25, 2016, when Mr. [redacted]’s bill cycle closes he bill will automatically be recalculated and the $10.00 credit for each of the MI lines applied; this will reflect on his August 25, 2016, billing statement. Beginning June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers can choose between a variety of tablets that would be free after mail in rebate. In order to qualify Mr. [redacted] was required to sign up with a rate plan of 1GB or higher for a Mobile Internet (“MI”) plan and purchase the tablet(s) on our Equipment Installment Plan (“EIP”). Additionally, customers must submit for the mail in rebate via www.t-mobile.com/promotions utilizing the promotion code JUNE16TABLET. It is important to note that rebates will be mailed to the address of record within six to eight weeks after submission. T-Mobile records indicate that on June 20, 2016 Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of four LG GPad 8.0 Tablets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on his personal credit history at the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to pay $156.96, which is for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00 per tablet. Regrettably, on July 10, 2016, Mr. [redacted] contacted T-Mobile’s Customer Care to advise that he had not received the tablet order. T-Mobile records confirm that on July 12, 2016, Mr. [redacted]’s order for the four LG GPad 8.0 Tablets was cancelled as ‘never received’ and a replacement order was sent out to the address of record. Unfortunately, due to the date of the second order of July 12, 2016, being outside of the initial time frame for the free tablet offer on July 28, 2016, Mr. [redacted]’s submission for refund was declined. In an effort to amicably resolve Mr. [redacted]’s concerns, on August 16, 2016, released the remaining balance of the aforementioned EIP’s to his account which will reflect on his next billing statement August 25, 2016. Additionally, credits totaling $959.96 will appear on the same billing statement thus providing Mr. [redacted] the LG GPad’s at no cost. T-Mobile regrets any inconvenience to Mr. [redacted] regarding our tablet promotion. 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. Shannon R[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

January 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 29, 2016, regarding the above-referenced account number. T-Mobile regrets any concerns Mr. [redacted] has in regards to our 2016 Samsung / LG Black Friday promotion. Please note this promotion offered eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier a free or discounted Samsung Galaxy S7, Samsung Galaxy S7 edge, or LG V20. T-Mobile records confirm Mr. [redacted] purchased two Samsung Galaxy S7 Edge 32GB devices in a T-Mobile third party retailer on November 25, 2016, on our Equipment Installment Plan (“EIP”) with two $69.99 down payments plus taxes. With two Samsung Galaxy S5 devices traded-in the new devices would have qualified for monthly bill credits reducing the total cost to $200.00 each if the data plans for the numbers were changed to an Unlimited Data plan. Regrettably, as both numbers were on 4GB Data plans they did not qualify for this promotion. However, due to an inadvertent error both numbers received text messages on November 30, 2016, advising they did qualify for the promotion and there was nothing they needed to do to receive the monthly bill credits. Please note, both orders were charged $69.99 down payment and have been charged a $30.00 EIP each. The $200.00 they would have owed would have been reduced to $70.01 each. On December 8, 2016, new text messages were sent to the two numbers correcting the previous messages and advising Mr. [redacted] they did not qualify for the promotion after all. On December 30, 2016, we spoke with Mr. [redacted] and advised as a courtesy to him and in an effort to amicably resolve this matter we credited both $69.99 down payments and $30.00 EIP charges for a total of $199.98 and closed the Samsung Galaxy S7 Edge EIPs completely, providing the devices for free. Mr. [redacted]’s current account balance was reduced to $13.43. Mr. [redacted] stated he was happy with this resolution. 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. Daniel R[redacted] Executive Response

June 13, 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 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered in regards to her account. Between August 14, 2015, and September 9, 2015, T-Mobile offered new and existing customers who purchased an Alcatel Pixi 7 tablet on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after 24 months. To be eligible, a Mobile Internet (“MI”) plan providing 1GB or more of high speed data is required for the term of the EIP.
T-Mobile records indicate that Ms. [redacted] met all of the requirements for the Alcatel Pixi 7 On Us offer when she activated the MI line ending in [redacted] and purchased an Alcatel Pixi 7 tablet on an EIP. However, due to an inadvertent error, T-Mobile records confirm that the promotional bill credits were not applied to the account. Nevertheless, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $147.00 towards the account for the missing promotional bill credits and waived the remaining EIP balance of the Alcatel Pixi 7 tablet. The credit reduced the account balance to a $6.25 balance. Additionally, at Ms. [redacted]’s request, T-Mobile canceled the MI line ending in [redacted].
Furthermore, we regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices. Naturally, several requirements must be met in order to be approved for this offer.
Regretfully, T-Mobile was not able to locate Ms. [redacted]’s Carrier Freedom submission. As such, it is T-Mobile’s position that Ms. [redacted] does not meet the requirements for reimbursement. Nevertheless, in an effort to amicably resolve this matter, T-Mobile has agreed to honor the full terms of the Carrier Freedom offer. Ms. [redacted] will need to provide an unaltered copy of the final billing statement reflecting the early termination fees or equipment installment charges incurred with her previous carrier to Abigail.[redacted][email protected] within 30 days of this letter. 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.
Abigail [redacted]-R[redacted] Executive Response