T-Mobile Usa Inc

June 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2016, regarding the above-referenced account. T-Mobile regrets any continued concerns Ms. [redacted] has with her equipment and her account. We apologize that we were unable to speak with Ms. [redacted] by phone. However, we were successful in contacting Ms. [redacted] via email. As stated in our previous response, Ms. [redacted]’s Samsung Galaxy S5 is no longer covered by the Limited Warranty and she is not subscribed to an extended warranty feature. As such, if Ms. [redacted] would like a new device, she must purchase new equipment through the Handset Upgrade Program. We advised Ms. [redacted] that a comparable device to her Samsung Galaxy S5 would be the Samsung Galaxy J7, which Samsung recently released. We advised Ms. [redacted] that this device is available for the price of $239.99 through our Handset Upgrade Program. As a courtesy to Ms. [redacted] we advised her that if she financed the Samsung Galaxy J7 through the Equipment Installment Plan (“EIP”) we would waive the taxes for the device, which we usually require the customer pay for at the time the order is placed and we would send the equipment with express shipping and waive the express shipping charges of $24.99. Therefore, Ms. [redacted] can order the Samsung Galaxy J7 with no down payment and she is eligible to finance the device through EIP with a monthly payment of $9.99. Ms. [redacted] advised that she would be traveling to Ireland in August 2016. As we advised, Ms. [redacted]’s current rate plan does not include our Simple Global feature. We advised Ms. [redacted] that she would benefit by changing to our current $50.00 Simple Choice North American plan, which provides Simple Global. With Ms. [redacted]’s current rate plan the cost to roam while in Ireland is $15.00 per megabyte for data usage, $.50 for both incoming and outgoing text messages and $1.49 per minute for voice calls. With Simple Global, Ms. [redacted] can roam in Ireland and receive free GPRS (128kbps) data, free incoming and outgoing text messaging and voice calling rated at $0.20 per minute. We encourage Ms. [redacted] to change her rate plan prior to traveling to Ireland to take advantage of Simple Global rates. Ms. [redacted] may contact me anytime by email or by phone if she would like to take advantage of our offer for the Samsung J7 and to change her rate plan. 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. Brian W[redacted] Executive Response

December 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 28, 2016, regarding the above-referenced file number. T-Mobile spoke with Ms. [redacted] on November 29, 2016 and is pleased to report that we have resolved this matter to her satisfaction. T-Mobile regrets any concerns that [redacted] has experienced with misapplied payments. In an effort to resolve this matter amicably, T-Mobile has issued a refund of $63.00, via a prepaid refund card. Ms. [redacted] should allow seven to ten business days from the issue date for delivery. 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. Pancho Q[redacted] Executive Response

March 15, 2018
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 5, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced while trying to pay off his device and unlocking his phone. T-Mobile records indicate that on October 24, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 7 at a full cost of $650.00. EIP is a payment option to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.
Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on December 31, 2017, we received a request for a Mobile Device Unlock for the iPhone 7 used on mobile number ending in 6716. However, at that time the device was not eligible for a Mobile Device Unlock as there was a balance owed on the EIP associated with the device in the amount of $486.53. Please note that two separate payments totaling the amount of $268.90 have been made to the device leaving an outstanding balance $217.63. On January 4, 2018, as a courtesy a credit of $200.00 was applied to the final balance of the device.
Upon speaking to Mr. [redacted] on March 8, 2018, he confirmed that his device has been unlocked and he has been advised that the credit balance after the final bill will be $151.37, and will be processed to his bank account within three to five business days. 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.
Dolly A[redacted]
Executive Response

April 7, 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 March 29, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account.
T-Mobile regrets hearing of Ms. [redacted] concerns with her T-Mobile account and balance. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
A review of the account confirms that Ms. [redacted]’ account was subscribed to the optional Family Allowances feature for $5.00 per month for the periods from November 14, 2014, through February 7, 2017. It is important to note that customers are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge.
Nevertheless, as a courtesy to Ms. [redacted], on February 7, 2017, T-Mobile issued a total of $46.21 towards the disputes charges and then on February 26, 2017, T-Mobile issued an additional bill credit in the amount of $174.00 for a total of $220.21 equivalent to an approximate 44 months’ worth of the service even though only 28 months were in dispute.
Further review confirms that Ms. [redacted]' billing statement dated January 20, 2017, reflected new charges in the amount of $139.86 due by February 12, 2017. Records confirm that on February 7, 2017, T-Mobile issued credits totaling $46.21 for the disputed Family Allowances feature Ms. [redacted] mentioned in her correspondence to your office, updating the account balance to $93.65. Please note that no payment was made towards the outstanding $93.65 balance.
Ms. [redacted]' following billing statement dated February 20, 2017, reflected a balance in the amount of $337.49 due by March 12, 2017, from which $93.65 was past due and new charges in the amount of $243.84. Please note that on February 26, 2017, T-Mobile issued a onetime bill credit in the amount of $174.00 which updated the account balance to $163.49.
Further review confirms that on March 1, 2017, Ms. [redacted] made a onetime payment in the amount of $3.19 which updated the account balance $160.30.
Ms. [redacted]' most recent billing statement dated March 30, 2017, reflected a balance in the amount of $258.87 from which $160.30 is past due and new charges in the amount of $98.57. It is T-Mobile's position that Ms. [redacted] has been billed correctly and we respectfully decline her request for bill credits.
Our records confirm that on April 6, 2017, Ms. [redacted] contacted Customer Care and pursuant to her request, a payment arrangement was set up wherein she scheduled a future dated payment to be made on April 14, 2017, in the amount of $51.77, and a future dated payment to be made on April 28, 2017, in the amount of $207.10. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience she 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.
Maggie R[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:  I have contacted the Executive offices of t-mobile via phone and email over 4 times, MY phone is currently active I dont know what account this lady is talking about, I gave her the phone number to my account which is [redacted], She emailed me stating some other account linked to me is not active, I have 1 account with 2 lines on it that are BOTH ACTIVE,  I paid 90$ for a phone that I can not use because the batter dies within 2 hours. Also support had me reset it over 4 times so my data was all used up, I had to go to the store 3 times wth my pregnant wife, we had to walk because we do not drive, in the middle of the winter. I have tried to contact t-mobile to have them exchange the phone to the phone I originally wanted which was the samsung phone, there was no price difference or maybe 10$ .  This is unacceptable as she is stating the wrong account number , when clrearly they do not seem to care about the harssment and inconvience my wife and I both have endured, not to mention the time off work because I had to go to the store to be told I have to pay them to return a phone and  to be treated like im worthless by the customer service in the store.
I have only reciveved 1 phone call from t-mobile, which I can print out as all my outgoing and income calls  are logged.
 
Again
My phone number is [redacted]
My HOUSE phone  is [redacted]
Address:
[redacted]
Email: [redacted]
 
Now please please do something for my inconvenience and frustration as this is creating more of a problem because you keep pulling up an account that is NOT MINE!!
Sincerely,[redacted]

Revdex.com:
Though the issue hasn't been resolved as I'm still awaiting the refund of the $50.00 I can always open another case against T-Mobile. No body can seem to tell me any information about the "prepaid card" I'm supposed to receive, and when Shannon has called, it has been while I'm at work. Though I thank the Revdex.com for taking their time to help me try to resolve this issue, it looks like my next step is legal action against T-Mobile.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. This company has really shown its true colors at how disrespectful and deceitful their business practices are. Others need to take note about all the negative information they can find regarding T-Mobile, fraudulent charges, missing refunds, missing equipment, etc.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.Ms. Jennifer had personally called me and promised to credit my previous bill which was $339.92.I haven't seen the credit yet, I think it will be in the next billing cycle. But I trust that T-mobile will keep their promise. I want to thank Revdex.com and T-mobile to help resolve this complaint.
Sincerely,
[redacted]

Revdex.com:
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Monday, August 22, 2016 12:37 AMTo: Complaints <[email protected]>Subject: Case id [redacted]
 
 
Yes im emailing you to let you know it has been resolved case...

number [redacted]
 
 
Sent from my T-Mobile 4G LTE Device

June 1, 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 22, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding our 2016 Samsung and LG Black Friday offer. Customers like Mr. [redacted] who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited plan and who traded-in a qualifying fully owned handset in good working condition, had the opportunity to obtain a Samsung Galaxy S 7, Samsung Galaxy S7 Edge, or an LG V20 using the Equipment Installment Plan (“EIP”) at no cost. This promotion was valid from November 24, 2016, through November 27, 2016. With all eligibility requirements met, Mr. [redacted] was to receive a monthly bill credit for the amount of the installment – making the handset free after 24 months.
T-Mobile records confirm that on November 24, 2016, Mr. [redacted] placed an order for a Samsung Galaxy S7 Edge device on the phone line ending in [redacted] and placed the equipment on EIP. On November 25, 2016, Mr. [redacted] purchased a Samsung Galaxy S7 device on the phone line ending in [redacted], this order was also placed on EIP. Mr. [redacted] was not required to make a down payment; however, he agreed to pay $248.33 for the taxes on the full retail price of the equipment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount $28.75 for the line ending in [redacted] and $30.00 for the phone line ending in [redacted].
T-Mobile records confirm that the two below devices were surrendered for trade-in as part of the promotion eligibility requirements:
• Samsung Note 4: phone line [redacted]
• Samsung S7 Edge: phone line [redacted]
The trade in for the phone line ending in [redacted] was processed in store on November 25, 2016, and a trade value of $95.00 was applied towards the payment at the time of purchase for the Samsung Galaxy S7 device. Furthermore, the phone line ending in [redacted] was successfully enrolled in the promotion and has continued to receive monthly promotional bill credits of $20.63 in alignment with the promotion.
There was note a trade in device received for the phone line ending in [redacted]; therefore no account trade in credit was applied and the phone line was not enrolled in the promotion. Had the phone line met requirements the account would have received a trade in credit of $190.00 and the phone line ending in [redacted] would have received 24 EIP bill credits of $20.83 for a total amount of $499.99. The bill credits combined with the trade in credit make for a total offer value of $689.99.
T-Mobile contacted Mr. [redacted] on May 22, 2017, and in effort to amicably resolve this matter T-Mobile has closed the EIP for the Samsung Galaxy S7 Edge device on the phone line ending in [redacted]. Further T-Mobile adjusted the previously billed EIP charges for this device in the amount of $180.00. Following this adjustment Mr. [redacted]’s account currently reflects a zero dollar balance. Pursuant to the phone conversation Mr. [redacted] advised this issue has been resolved, T-Mobile regrets any inconvenience.
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.
Jamen F[redacted] Executive Response

March 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 your correspondence dated March 13, 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 [redacted] as an authorized user of the account.
T-Mobile regrets any concerns to Ms. [redacted] with regards to a handset Equipment Installment Plan (“EIP”) not being transferred during a Change of Responsibility (“COR”). T-Mobile records indicate that on January 11, 2017, a COR was initiated on the above account and mobile number ending in 8004 was transferred to a new T-Mobile account. Our records show that on January 11, 2017, an EIP for a Samsung Galaxy S7 handset was transferred the new T-Mobile account and on January 17, 2017, an EIP for an iPhone 7 tempered glass screen protector was transferred to the new account.
Please note that T-Mobile has attempted to transfer the iPhone 7 EIP to the new account by sending an E-Signature agreement to the account holder of the account but we have not received an agreement signature back and as a result, Ms. [redacted]’s account currently has a remaining EIP balance for the above handset in the amount of $541.63.
On March 21, 2017, in an effort to amicably resolve this matter, T-Mobile has closed out the remaining balance of the iPhone 7 in the amount of $541.63.

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.
Cesar R[redacted]
Executive Response

April 25, 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 April 11, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding the lease of her handsets. T-Mobile records indicate that on December 19, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with two iPhone 6S Plus 16GB devices.
Please be advised, 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 of the handset will be assessed on the next month billing statement.
Furthermore, T-Mobile records confirm that Ms. [redacted] has the option to cancel her leases and return the handsets. As an alternative, should Ms. [redacted] wish to own her devices, she may pay the $191.99 remaining balance for the purchase option price on each handset at the time the lease ends.
It is important to note that pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. As Ms. [redacted] mentions in her letter to your office, T-Mobile records indicate that between December 24, 2016, and April 6, 2017, Ms. [redacted]’s account has been credited a total of $182.32 in restoral fees for previously resolved concerns. 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] Executive Response

June 8, 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 26, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his data allotments. 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, known as Simple Global, was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries).
With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.
T-Mobile records confirm that Mr. [redacted] is receiving notification that he has reached his domestic data roaming allotment. The domestic data roaming allotment varies by data rate plan. Our records indicate that Mr. [redacted]’s data plan includes 50 megabytes of domestic data roaming per billing cycle on each of his mobile numbers. T-Mobile provides data usage alerts via text message when domestic data roaming usage reaches 80% of the allotment and then again at 100%. Mr. [redacted] can also view his usage at any time through the MyAccount feature on his device. Once the data roaming allotment is reached, data service will be suspended until the beginning of Mr. [redacted]’s next billing cycle in accordance with our Terms and Conditions. Please note that data services are also restored when Mr. [redacted] returns to the T-Mobile network or if he selects a data plan with a higher domestic data roaming allotment. Mr. [redacted] can also use a Wi-Fi service while roaming to obtain unlimited access to data.

Our records confirm that on May 14, 2017, Mr. [redacted] reached his domestic data roaming allotment. As such, domestic roaming functionality was suspended until May 27, 2017; the start of Mr. [redacted]’s next billing cycle. T-Mobile regrets any inconvenience to Mr. [redacted]. Should Mr. [redacted] wish to increase his domestic data roaming allotment, or wish to discuss this matter further, he may contact me at the number listed below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

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]

May 6, 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 April 25, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] may have experienced with her father’s account. Please note that T-Mobile takes account security seriously, authorized users are granted certain permissions by the primary account holder in order to make account changes, but only the primary account holder may request to cancel a line of service. On April 28, 2016, T-Mobile spoke to Ms. [redacted] and advised her that only the account holder could cancel a line of service. Ms. [redacted] stated that Mr. [redacted] was unable to speak or visit a T-Mobile store to authorize the cancelation. As such T-Mobile recommended that Ms. [redacted] mail in a signed and notarized Power of Attorney with a valid date so she may be able to process the cancelation request. Ms. [redacted] was advised to send the correspondence to the following address: [redacted] In a continued effort to work with Ms. [redacted] per her request the mobile numbers ending in [redacted] and [redacted] where suspended and going forward she would be would bill $10.00 for each line for a maximum period of three months. A $20.00 courtesy credit was applied to Ms. [redacted]’s account leaving a remaining balance of $547.97. Ms. [redacted] accepted the resolution and had no other 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. Robert R[redacted] Executive Response

October 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
[redacted]...

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account name of record is [redacted] and that Mr. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
Upon reviewing the address listed on Mr. [redacted]’s account, T-Mobile found that his area is served by our network with the following spectrums: LTE 2100 MHz as well as1900 MHz for 4G services. Mr. [redacted]’s area is also served by our 2G technology. Additionally, T-Mobile confirmed that Mr. [redacted] is utilizing a T-Mobile branded Samsung S7 Edge which is capable of accessing all of the above-referenced spectrums.
T-Mobile has reached out to our network engineers who have completed a review of our network and determined that the issues Mr. [redacted] is experiencing are not related to network settings, and is either hardware or software related.
In an effort to further troubleshoot Mr. [redacted]’s issue, on October 12, 2017, T-Mobile placed an order for a new sim card, and will follow up with Mr. [redacted] to ensure this is matter is resolved. Should this effort fail, T-Mobile will continue to work with Mr. [redacted] until a satisfactory resolution is obtained.
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]

November 29, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated November 21, 2016, regarding the above-referenced prepaid mobile number. T-Mobile regrets any concerns Mr. [redacted] may have experienced. T-Mobile records reflect that on October 24, 2016, Mr. [redacted], was subscribed to a Pay As You Go rate plan for $3.00. Mr. [redacted] contacted Customer Care regarding plans to travel internationally. Ms. [redacted] advised Customer Care where he would be traveling and he was accurately advised of the rates for voice calls, text messaging and data usage for roaming in each of the countries Mr. [redacted] advised that he would be visiting. Following being advised of the roaming rates, Customer Care offered to change Mr. [redacted]’s rate plan to a Simple Prepaid rate plan with which Mr. [redacted] would be able to take advantage of our reduced Simple Global rates. With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and to Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. Please be advised Mr. [redacted] did opt to change to the above listed rate plan on October 24, 2016. Additional contact was made to T-Mobile’s Customer Care regarding the current rate plan. Pursuant to Mr. [redacted] request, T-Mobile switched his rate plan back to the Pay As You Go rate plan for $3.00. Please note this rate plan does not include international roaming while traveling. T-Mobile’s Customer Care attempted to address Mr. [redacted]’s concerns on October 27, 2016, by issuing credits totaling $27.45 for concerns with international roaming while in Canada. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Nevertheless, in a further effort to amicably resolve Mr. [redacted]’s concerns, upon speaking with him on November 28, 2016, T-Mobile has applied an additional $25.00 courtesy credit. Mr. [redacted] was advised if he so chooses to switch to a rate plan which would provide international roaming features, he can do so by contact T-Mobile. T-Mobile regrets any misunderstanding to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sharon B[redacted] Executive Response

October 14, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 7, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced as a result of any block or restriction placed on his device. 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 [redacted] or [redacted], may be blocked on our network based upon its history. This is the case with the device referenced in Mr. [redacted] correspondence. Unfortunately, T-Mobile will not be able to have the device unlocked at this time, and as such, it cannot be used on our network. In an effort to amicably resolve the Mr. [redacted] concerns, T-Mobile has offered Mr. [redacted] a certified preowned Apple iPhone 5s 16GB device for $99.99 plus tax. Please be advised this is a $200.00 savings to Mr. [redacted]. Should Mr. [redacted] accept the offer he may contact me directly at the number listed below no later than October 26, 2015. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

April 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 11, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with our Carrier Freedom program. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.
T-Mobile records indicate that Ms. [redacted] previously submitted a request for our Carrier Freedom program under a different account under the name Ms. [redacted] also known as Ms. [redacted]. As per T-Mobile policy this offer is one per subscriber. Customers who leave T-Mobile and come back are not eligible for the offer a second time. For customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a one-time credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then sent to the customer in the form of a prepaid debit card. Our records reflect that Ms. [redacted] received a trade-in credit of $411.25 at the time of activation. Ms. [redacted] has submitted a final bill to T-Mobile from her previous carrier in the amount of $2,541.48.
In an effort to amicably resolve Ms. [redacted]’s concern, and based on the amount owed of $2,541.48 to her prior carrier and approval of her reimbursement request, she was sent a prepaid debit card in the amount of $2,130.23. Please note that it may take up to 10 business days for receipt.
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 Customer Care. T-Mobile regrets any inconvenience this may have 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.
Carlos T[redacted]
Executive Response

July 17, 2015 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 9, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets that Ms. [redacted] had any discrepancies with her monthly billing statements. T-Mobile records show that Ms. [redacted] activated eight mobile numbers on December 6, 2014. Our records show that Ms. [redacted] added a Mobile Broad Band (MBB) line of service to the account on February 6, 2015 for an additional $10.00 per month. At this time, our records show that Ms. [redacted] subscribes to our Simple Choice Unlimited Talk, Text and Data rate plan for $120.00 per month for the first six lines of service. Our Simple Choice Unlimited Talk, Text and Data rate plan provide unlimited airtime, messaging and data with up to 1GB of high speed data per line of service and additional lines of service are $10.00 per line per month. T-Mobile records show that Ms. [redacted] mobile numbers ending in [redacted] and [redacted] each subscribe to our optional Simple Choice 3GB Data feature for $10.00 per mobile number per month and her mobile number ending in [redacted] subscribes to the optional Simple Choice 5GB Data feature for $20.00 per month. Our records show that Ms. [redacted] mobile number ending in [redacted] also subscribes to the optional Premium Handset Protection (PHP) feature for $8.00 per month and that this was the only line of service that subscribed to the optional PHP feature. T-Mobile records indicate that on December 6, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of four Apple iPhone 5C handsets , two Samsung Galaxy Note 4 handsets and an Apple iPhone 6 16GB handset. Our records also show that on February 5, 2015, Ms. [redacted] participated in our EIP offering with the purchase of an Apple iPad Air 2 64GB device. 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 her personal credit history at the time of Ms. [redacted] purchases from December 6, 2014, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price of each handset. Our records show that Ms. [redacted] was asked to make a $99.99 down payment for the Apple iPad Air 2 64GB device on February 5, 2015. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $18.74 per Apple iPhone 5C handset, $31.24 for each Samsung Galaxy Note 4 handset, $27.08 for the Apple iPhone 6 handset and $26.24 for the Apple iPad Air 2 device, which appeared on the first bill following the purchase of the devices. With the monthly recurring charges, optional data features, optional PHP feature and the EIP installments, Ms. [redacted] monthly billing statement is $438.76 per month prior to any additional usage charges, fees, taxes and surcharges. It is T-Mobile’s position that Ms. [redacted] is being billed accurately for the services to which she subscribes and for the EIP installments that she agreed to. T-Mobile has reviewed the above-referenced account and the mobile number in question and our records do not confirm that Ms. [redacted] subscribed to the optional PHP for her mobile number ending in [redacted], which is the mobile number with the damaged handset. Please note that any PHP feature, which is provided by [redacted]., must be added to a line of service within 14 days of activation, exchange or purchase of a handset. Although there is no insurance for the handset in question, as a gesture of goodwill, T-Mobile agreed to send Ms. [redacted] a new iPhone 6 16GB Gold handset for the mobile number ending in [redacted] at full retail cost. Ms. [redacted] agreed to return the damaged handset to my attention to the following address no later than August 17, 2015: T-Mobile USA, Inc. Attn: Ally Y[redacted] Albuquerque, NM 87107 Upon receipt of the damaged iPhone 6 16GB Gold handset with IMEI number [redacted], T-Mobile agreed to issue a credit to Ms. [redacted] account for the cost of the new handset less $175.00, which is the amount of the deductible for that handset. At Ms. [redacted] request, PHP for $8.00 per month was added to the mobile number ending in [redacted] effective July 17, 2015. As a gesture of goodwill, T-Mobile sent a new LG 450 handset to Ms. [redacted] for her mother’s line of service ending in [redacted] and we’ve agreed to credit the cost of the new handset in full. T-Mobile shipped both of Ms. [redacted] new handsets with overnight shipping and we waived the $24.99 expedited [redacted] shipping charge per handset, as a courtesy. T-Mobile offered to change Ms. [redacted] rate plan to our new Simple Choice North American Unlimited Talk, Text and 10GB Data per line of service rate plan for $100.00 per month for the first two lines of service. The additional voice lines of service are $20.00 per month and the MBB line of service will remain at $10.00 per month. In addition, because Ms. [redacted] accepted this rate plan during a promotional period, she will receive a $20.00 monthly bill credit to her account each month for the cost of one additional line of service; as long as she continues to subscribe to this rate plan and maintains a minimum of four active voice lines of service. With this rate plan, Ms. [redacted] will save $40.00 per month versus her monthly cost with her current rate plan (this price reduction quote does not include the PHP that was just added to the mobile number ending in [redacted]). Ms. [redacted] accepted the new rate plan option and was advised that the new rate plan will take effect on August 7, 2015, which is when the new billing period starts over. In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal. T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Please be advised that beginning March 22, 2015, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive EIP balances the opportunity to come to T-Mobile for a better deal. T-Mobile will now reimburse consumers’ remaining EIP balance up to $650.00 per device traded-in at the time of their activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation they must port-in their current mobile number, trade-in a device that is identifiable as being on EIP with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s EIP. Please be advised that T-Mobile records show that Ms. [redacted] only transferred two of the eight mobile numbers to T-Mobile from her previous service provider and we’ve confirmed that she has not traded-in any handsets at this time. Based on this, she did not meet the requirements for this offer. However; as a gesture of goodwill, T-Mobile sent a $140.00 early termination fee reimbursement card to Ms. [redacted] for the early termination fee that she was charged for her mobile number ending in [redacted] as this mobile number was ported to T-Mobile. Ms. [redacted] request for reimbursement for the early termination fees that she was billed for her mobile numbers ending in [redacted] and [redacted] were declined because she did not port those mobile numbers to T-Mobile. Nevertheless, as a gesture of good faith, T-Mobile issued a credit in the amount of $255.00 to Ms. [redacted] account on July 17, 2015 for one-half of the early termination fees that she was billed for the mobile numbers that were not ported to us. In addition, T-Mobile advised Ms. [redacted] that she may return the iPhone from [redacted], which had a balance of $406.24, to my attention to the address above no later than August 17, 2015 and upon receipt of that handset in like-new condition, without any physical or liquid damage, and provided that the ‘Find My Phone’ feature is disabled, T-Mobile agreed to issue a credit in the amount of $406.24 to Ms. [redacted] account in an effort to resolve this matter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Telesales and Customer Care teams. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Ally Y[redacted] Executive Response

September 22, 2015 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. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated September 18, 2015 regarding the above-referenced account. We regret any misunderstanding Ms. [redacted] experienced when she visited our retail location. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent visit to our retail location. T-Mobile records indicate that Ms. [redacted] account was activated on September 17, 2015 on our prepaid Pay As You Go Plan. Our records confirm that Ms. [redacted] correct address is reflecting on her prepaid account; however, T-Mobile’s sales receipts will not provide the customers address. Please be advised that per the Terms and Conditions that Ms. [redacted] agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” Therefore, when Ms. [redacted] requested a refund for the activation kit, our retail location declined the refund. Nevertheless, as a gesture of good faith, T-Mobile has agreed to provide Ms. [redacted] a refund of $16.45, which was the cost of the activation kit. Ms. [redacted] should expect to receive the refund in the form of a prepaid refund card within five to seven business days to the address provided. 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] Very truly yours, T-MOBILE USA, INC. Mercedes B[redacted] Executive Response