T-Mobile Usa Inc

April 4, 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 22, 2017, from Mr. [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 Mr. [redacted] as an authorized user of the account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’ concerns related to the billing on his T-Mobile account. Our records reflect that on November 19, 2016, Ms. [redacted] initiated the activation of two additional lines of service with mobile numbers ending in [redacted] and [redacted] and attempted to take advantage of the 2016 Friends and Family 2 lines On Us promotion.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.
It is important to note that prior to the activation of mobile numbers ending in [redacted] and [redacted], Ms. [redacted]’ account was already receiving one free line of service as the account is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text with 10GB of data per line, 4 lines for $120.00 rate plan which provides the 4th line for free.
Accordingly, because Ms. [redacted] already has one free line of service, she was eligible to continue getting her 4th line free plus one of the new lines giving her account a total of two free of service each month.
T-Mobile records confirm that the account is successfully receiving the eligible promotional bill credits for our 2016 Friends and Family 2 lines On Us promotion under mobile number ending in [redacted]. It is T-Mobile’s position that the account is receiving all eligible promotional bill credits and we regret any confusion regarding the benefits of the 2016 Friends and Family 2 lines On Us promotion.
On March 21, 2017, T-Mobile issued a onetime bill credit to the account in the amount of $90.00 as a courtesy for monthly service charges assessed under mobile number ending in [redacted]. In an effort to amicably resolve this matter, T-Mobile wil agree to issue an additional bill credit to the account in the amount of $120.00 for six months of monthly service charges for mobile number ending in [redacted]. If Mr. or Ms. [redacted] wishes to accept T-Mobile’s offer, we request that one of them contact me directly at the number listed below within 14 days from the date of this letter. 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.
Maggie R[redacted]
Executive Response

Hello:
   My name is [redacted], and I filed the complaint Number listed in the subject of this email. I failed to respond to the complaint I filed, and the case was closed, indicating that I was still dissatisfied. I apologize for my failure to respond, but I was away on business. I would like the record to be corrected, as T-Mobile did step up and credit me the disputed amount. Is there any way to change the status of my request to "resolved" or "satisfied"?
 
I apologize for my failure to respond
Sincerely
[redacted]

January 10, 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 January 9, 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 to hear that Ms. [redacted] has concerns regarding the return of her Samsung Galaxy Note 7 handsets.  As has been widely reported, Samsung previously announced a world-wide recall of their Galaxy Note 7 handset.  Upon learning of the recall, T-Mobile immediately put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand.  In addition, to assist with offsetting any additional cost customers may have incurred throughout the process, Samsung announced they would provide customers with a $25.00 credit for each handset returned.  This credit would be applied as a bill credit with the customer’s wireless carrier.  Furthermore, Samsung announced that if customers who returned their Samsung Galaxy Note 7 also upgraded to another Samsung device, they would receive an additional $75.00 credit.  This credit would also be applied as a bill credit with the customer’s wireless carrier.  T-Mobile records reflect that Ms. [redacted] returned four Samsung Galaxy Note 7 handsets to T-Mobile.  At this time Ms. [redacted] upgraded to handsets that were not manufactured by Samsung.  As such, Ms. [redacted] would anticipate bill credits totaling $100.00.  T-Mobile records further reflect that a credit in the amount of $25.00 was issued on December 7, 2016 and that a credit in the amount of $125.00 was issued on January 8, 2017.  Thus, Ms. [redacted] has been overcompensated by $25.00.  T-Mobile records do not reflect that Ms. [redacted] was offered any amount in addition to the $25.00 per returned device offered by Samsung.
 
However, in an effort to amicably resolve the matter, on January 10, 2016, T-Mobile issued a credit to Ms. [redacted]’s account for $275.00 which we would consider a one-time courtesy.  The account remains open with a credit balance of $91.51.  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 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
T-Mobile records indicate that on September 26, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 7 for mobile number ending in 8936. Further records confirm that T-Mobile has received Ms. [redacted]’s iPhone 6 16GB device as a trade-in. Regretfully, the wrong model was entered making Ms. [redacted] ineligible for the promotion.
T-Mobile records confirm that on September 20, 2016, Ms. [redacted] subscribed to our T-Mobile ONE plan. Please be advised that this plan allows customers to receive a monthly discount when enrolled in AutoPay however our records show that Ms. [redacted] is not enrolled in AutoPay to receive the discount. T-Mobile regrets if this was not made clear at the time of the rate plan change.
T-Mobile records confirm that Ms. [redacted]’s billing cycle runs from the 11th of the month to the 10th of the following month, with payment due on the 3rd. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that Ms. [redacted]’s payment that was due on March 3, 2017, was not received on time and was suspended on March 23, 2017. Therefore, when Ms. [redacted] may be assessed a $20.00 restore from suspension fee per line of service.
T-Mobile records confirm that on March 5, 2017, Ms. [redacted] created a two installment payment arrangement. The payment arrangements were set for March 20, 2017, in the amount of $100.00 and April 3, 2017, in the amount of $146.13. T-Mobile records show that the payment arrangement was created successfully. T-Mobile shows nor record of payment on March 20, 2017, and Ms. [redacted] remitted payment on March 24, 2017, in the amount of $100.00.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 2, 2017, T-Mobile removed the EIP for the iPhone 7 and credited $101.91 for the last five EIP payments. Additionally, T-Mobile credited $100.00 for the last five billing cycles that Ms. [redacted] did not receive the AutoPay discount leaving the account with a balance of $188.81. Ms. [redacted] has accepted our offer.
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 L[redacted]
Executive Response

Revdex.com: I was told by the Christina that T-mobile would continue to work with me regarding this issue. I continue to have issues with my device since filing this complaint.  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 made the unlock request on May 12.  I was told to wait 24 hours after receiving the instructional email to unlock my phone.  I waited more than 24 hours, ported out my number only to find that my phones were still not unlocked.  I had to buy a new phone so I could work.  T Mobile couldn't unlock my phones until the night of the 14th.  They failed to meet their obligations, costing me the money for a new phone, and the wasted time of speaking to them numerous times, to no avail.  My phones are fixed now, my account is closed, and im out $700 on a new phone, because I have to have it for work.  
Sincerely,
[redacted]

January 4, 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 December 27, 2016, regarding Mr. [redacted] concerns. Please be advised T-Mobile records indicate that [redacted]. [redacted] is not an authorized person on the account referenced in his letter. However, we contacted the account holder [redacted] and received his permission to speak to [redacted] regarding this matter. T-Mobile regrets any concerns that Mr. [redacted] has regarding our Carrier Freedom reimbursement offer whereby not only are early termination fees reimbursed, but also accelerated equipment installment balances up to $650.00 per device. Please note there are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. T-Mobile records indicate we never received a final [redacted] bill itemizing any contract fees or equipment fees. As such a reimbursement was not provided. On January 2, 2017, we spoke with Mr. [redacted] and advised that 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. However, as a courtesy to Mr. [redacted] we advised if he could provide his itemized final [redacted] bill detailing the contract fees for numbers he transferred to T-Mobile we would provide a reimbursement via prepaid Master Card for up to $350.00 per line for contract fees. The requested documents can be faxed to my attention at 505-998-3796 or via U.S. Mail at P.O. Box 37380, Albuquerque, NM 87176. 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 1-877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Daniel R[redacted] Executive Response

February 7, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 2, 2018, regarding the above-referenced account.  T-Mobile is pleased to advise that Ms. [redacted]’ concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her promotion concerns.  T-Mobile records indicate that on November 25, 2017, and December 6, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy GS8 handsets.  At the time of purchase Ms. [redacted] was required to remit a $30.00 down payment for each handset and agreed to a total of 24 monthly payments of $30.00 for each handset. The promotion that Ms. [redacted] is referring to in the letter to your office is our Magenta Samsung BOGO offer.  From November 17, 2017, through December 24, 2017, new and existing who bought a new Samsung Galaxy S8, S8 Plus, S8 Active, or Note8 on EIP could get a second Samsung Galaxy S8, S8 Plus, S8 Active, or Note8 on us (of equal or less value; $820.00 max value via rebate) when they also purchased it on EIP and activated at least one new line of service to be used with one of the new devices on a qualifying rate plan during the promotional period.  Please be advised that Ms. [redacted] did not activate a line of service which disqualified her from receiving this offer. On February 1, 2018, as a courtesy T-Mobile removed the remaining EIP balance for one of Ms. [redacted]’ Samsung GS8 handsets.  In addition, we have provided credit of $60.00 to reimburse Ms. [redacted] for the two months she was billed for this handset.T-Mobile contacted Ms. [redacted] On February 3, 2018, and advised her of the above.  We provided an additional credit of $30.00 to reimburse Ms. [redacted] for the $30.00 down payment she remitted at the time of purchase.  Ms. [redacted]’ current balance is $252.00 and as a courtesy T-Mobile has provided a hold through March 1, 2018, to provide additional time to remit payment.  In addition, Ms. [redacted] has been advised that her expected monthly recurring charge will be $152.00 going forward.  Ms. [redacted] has accepted this as a resolution to her 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.Vanessa C[redacted]Executive Response

July 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]

To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 12, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding international calling charges. T-Mobile strives to provide the best experience to our customers while both in United States and while traveling abroad. T-Mobile offers a variety of options to ensure our customers have a stress free experience when traveling this includes our Simple Global initiative which provides discounted calling and free unlimited text and data when visiting 140 plus countries. T-Mobile also rates calls and texts to the United States when using Wi-Fi at no charge.
T-Mobile records confirm that Mr. [redacted]’s July 2, 2017, billing statement included $533.51 in charges for international calls and text messages. The billing statement further confirms the June 2, 2017, through July 3, 2017, billing cycle contains calls and text messages made from out of the country using Wi-Fi services, these calls received the appropriate $0.00 rate. The billing statement also contains service charges for text messages and calls made while outside of the United States to international numbers and United States based numbers, however these calls were not made while connected to a Wi-Fi network and received the standard world travelling rate for Nigeria of $4.19 a minute for phone calls and $0.50 per text message was applied.
In effort to amicably resolve this matter, T-Mobile agreed to apply a credit of $533.51 for the international charges. Following the adjustment Mr. [redacted]’s account reflects a balance of $213.79.
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

Revdex.com:
From: [redacted] [mailto:[redacted]]Sent: Friday, May 19, 2017 11:36 AMTo: Complaints <[email protected]>Subject: Claim ID [redacted]Hello,I submitted a claim yesterday and Tmobile has since resolved the matter satisfactorally, there is no...

further action required at this time. Thank you.[redacted]

June 1, 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 May 19, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’ satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her recent insurance claim through Assurant Solutions Inc. (“Assurant”). Our records indicate that on April 24, 2016, Ms. [redacted] contacted Assurant to file an insurance claim for a damaged handset. Our records confirm that on April 25, 2016, Ms. [redacted]’ insurance claim was authorized and shipped by Assurant, and was delivered on April 26, 2016. Please note the replacement handset included a prepaid mailing label and packaging for the return of the claimed handset directly to Assurant. We are sorry to hear that the handset was delivered to the wrong address and had to be rerouted; it is important to note that the claim and delivery process was handled by Assurant. A review of Ms. [redacted]’ account confirms that she has not been assessed any non-return fee by T-Mobile or for T-Mobile on behalf of Assurant. In addition, it is important to note that although Assurant asks that claimed handsets be returned to them within seven days of delivery of the replacement device, they will not charge customers a non-return fee until 60 days following the delivery of the replacement handset. Please note that a search for Ms. [redacted]’ handset confirms that the device was errantly returned to the T-Mobile warehouse on May 17, 2016. Upon speaking with Ms. [redacted] regarding this matter, she indicated that the device was sent using the enclosed Assurant packaging. In an effort to amicably resolve, this matter, T-Mobile assured Ms. [redacted] that should the $950.00 non-return fee be assessed to her account due to the handset being returned to the wrong warehouse, T-Mobile will remove the fee accordingly. In addition, for her inconvenience in this matter, T-Mobile issued an account credit in the amount of $131.56, bringing the account to a revised zero balance. Ms. [redacted] accepted these offers as resolution in full to her 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. Kayla J[redacted] Executive Response

March 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], including an email sent on March 14, 2017, requesting for the best time and day for T-Mobile to contact him and are awaiting a response.
On March 21, 2017, T-Mobile attempted to contact Mr. [redacted] via the mobile number ending in [redacted]. Additionally on March 29, 2017, T-Mobile sent a follow up email requesting the best day and time to contact Mr. [redacted] and we did not received a response either by phone or email. Finally, on March 30, 2017, T-Mobile attempted to contact Mr. [redacted] via the mobile number ending in [redacted] which was also unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any continued concerns Mr. [redacted] has in regards to the Free Add-A-Line: This ONE’s On Us promotion. Please be advised that, as mentioned in our correspondence dated March 21, 2017, T-Mobile has been unable to substantiate Mr. [redacted]’s request to activate a new line on March 4, 2017.
T-Mobile further regrets any concerns Mr. [redacted] experienced in regards to his www.my.t-mobile.com account. T-Mobile very much wishes to assist Mr. [redacted] with this matter as we understand the importance of customer’s ability to manage their account in the manner that bes suits their needs. If Mr. [redacted] continues to have issues with his online account we request he contact Customer Care to complete troubleshooting.
T-Mobile is happy to learn that Mr. [redacted] is excited about our Un-Carrier offer, T-Mobile Tuesdays, and appreciates his concerns regarding the use of the service. Due to an overwhelming response to T-Mobile Tuesdays, some customers have experienced difficulties in downloading the application and redeeming some offers. Please note that some offers are limited, such as the “FandangoNOW” offer from Fandango. T-Mobile records confirm that on February 28, 2017, Mr. [redacted] did contact Customer Care to report a redemption issue however our records confirm that the prizes had been redeemed for both of his mobile lines of service. T-Mobile does regret any inconvenience to Mr. [redacted] and his family, and respectfully decline any credits or compensation regarding this matter as it is a weekly offer.
T-Mobile is glad to hear that the promotional pricing for the 2016 Samsung/LG Black Friday promotion has been honored for Mr. [redacted]. Additionally T-Mobile is glad to hear that Mr. [redacted] was able to receive the benefits of the 2016 Magenta Port-In and Trade-In 2 Lines On Us promotion by receiving his $200.00 rebates.
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 ECR.
T-Mobile regrets that Mr. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in his letter to your agency. However, should Mr. [redacted] not wish to continue service with T-Mobile, we will allow him to cancel his T-Mobile service and we will waive any remaining installment obligations that he currently has remaining on his devices, provided only that Mr. [redacted] return his devices in like new condition within 30 days of the date of this letter addressed to:
T-Mobile Executive Response
Attention Juan B
1201 Menaul Blvd NE
Albuquerque, NM 87107
However, should Mr. [redacted] wish to continue his T-Mobile service, he is welcome to do so with the understanding that T-Mobile respectfully declines his request for any additional compensation to be provided to him outside of T-Mobile guidelines including in relation to the matters voiced in his most recent letter to your office. We regret any inconvenience to Mr. [redacted] and appreciate his 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.
Juan B[redacted]
Executive Response

February 16, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence February 6, 2018, 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.  We regret any inconvenience Ms. [redacted] has experienced regarding her monthly recurring charges and we appreciate the opportunity to address her concerns. T-Mobile records confirm that on January 13, 2003, Ms. [redacted] activated her account with two lines of service.  Additionally, the line of service ending in 0351 is subscribed to the optional Device Protection feature at $10.00 per month. On March 5, 2017, Ms. [redacted] activated an additional line of service and subscribed to our T-Mobile ONE All In Promo rate plan at $110.00 per month and $45.00 per month for the additional line for a total of $155.00.  At the time, Ms. [redacted] participated in our Free Add-A-Line This One’s On Us promotion which stipulated that from March 1, 2017 to March 5, 2017 postpaid customers on an eligible plan who had a minimum of two voice lines could activate one additional line for free. Ms. [redacted] would get a monthly credit for the cost of one line activated during the promotional window for the lifetime of the line.  Please note, Ms. [redacted]’s account is billed in arrears and her billing cycle starts on the 3rd of the month, closes on the 2nd of the following month and has a bill due date of the 23rd of the month after.Further review shows Ms. [redacted]’s account received the first promotional credit of $45.00 on the billing statement for the cycle that ended on April 2, 2017, and Ms. [redacted]’s account has received the monthly credits as stipulated in the promotion since.  As such, Ms. [redacted]’s monthly recurring charges would be of $120.00 per month.  However, throughout the months since the changes, several events have occurred that have incurred additional charges on Ms. [redacted]’s account. For example, on August 17, 2017, September 16, 2017and December 18, 2017, Ms. [redacted]’s account was suspended for non-payment and in turn a $20.00 reconnection fee per line was billed to Ms. [redacted]’s following billing statements. In efforts to resolve Ms. [redacted]’s concerns, T-Mobile has provided several courtesy credits for those reconnection fees with the most recent credits of $61.98 ($20.00 plus tax for three lines) applied on January 5, 2018.  Additionally, T-Mobile credited the late payment fee of $5.10.  Although payments are received from Ms. [redacted], they are not for the full amount owed resulting in a rolling past due balance.  Most recently, during the billing cycle from January 3, 2018 to February 2, 2018, the line of service ending in 0351 had $30.00 of international long distance calls making Ms. [redacted]’s balance larger than expected.  T-Mobile’s review of this matter has confirmed Nonetheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on February 15, 2018, T-Mobile applied a credit of $422.93 to bring Ms. [redacted]’s account balance to zero as a gesture of goodwill.  Please note, Ms. [redacted]’s next billing statement may include a late payment fee of up to $5.00 plus tax.  T-Mobile recommends Ms. [redacted] to subscribe to our automatic payment option AutoPay to prevent service interruptions and avoid additional unwanted charges.  Additionally, our AutoPay feature would provide Ms. [redacted] with a $5.00 discount per line if subscribed. T-Mobile regrets any inconvenience this matter may have caused.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

Complaint: [redacted]
I am rejecting this response because:Just to let you know the TMobile you contact for resolutions had no done anything ..except that today I receive a Final notices that m y account will be send to collections.   Please find attach such letter.   Someone from TMobile  wrote a min e-mail in this regards asking me when will be the best time to call me that is it. But I do not have anything to discuss by the phone with them because I have spoken to several people and no solutions it was done. Reasons I ask for your the Revdex.com  help. They are charging me for services not provide because it was canceled . So please do not ask for some to call me... I am under psychological therapy because of my Post-traumatic syndrome for the death of my husband caused by that obsolete service.  Best regards  [redacted] 
Sincerely,
[redacted]

August 11, 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 July 29, 2017, regarding the above-referenced account.   T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the recent payment dispute on her account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Executive Response Team.   T-Mobile records confirm that on March 11, 2017, Ms. [redacted] remitted a payment in the amount of $584.99 via a credit card towards her account. Additionally, Ms. [redacted] also remitted a payment on June 9, 2017, in the amount of $140.06.  Please be advised that the Federal Trade Commission (“FTC”) has a process in place for consumers who are disputing bank transactions. The bank or credit card account holder must dispute the unauthorized payment(s) through their financial institution directly.  Our records indicated that Ms. [redacted] disputed the above mentioned payment with her financial institution and $584.99 of the payment was returned unpaid for the first payment and $140.06 was returned unpaid for the second payment to T-Mobile as also confirmed with the statement provided to our office. Accordingly, T-Mobile charged the $584.99 back to Ms. [redacted]’s T-Mobile account on June 12, 2017, and $140.06 on July 14, 2017.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Please note that on July 28, 2017, services to Ms. [redacted]’s account were suspended due to returned payment. T-Mobile has asked Ms. [redacted] to email an unaltered bank statement that displays the disputed payments and a running balance prior to and following the payment. Ms. [redacted] may send an email to [redacted]@T-Mobile.com. Upon receipt of that documentation T-Mobile will investigate Ms. [redacted]’s missing payment and will apprise her of our findings. 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

March 23, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 11, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his returned handset. T-Mobile records confirm that on February 9, 2016, Mr. [redacted] activated a postpaid account with two voice lines of service. At the time of Mr. [redacted] activation, he qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 Gold Platinum handset with 32GB of memory, and a Samsung Galaxy S6 Black Sapphire handset with 32GB of memory. Based on Mr. [redacted] personal credit history at the time of his purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $24.17 for the Samsung Galaxy S6 Black Sapphire handset and $12.09 for the Samsung Galaxy S6 Gold Platinum device. Please note that at the time of Mr. [redacted] handset purchase, Mr. [redacted] purchased two SIM card starter kits, and two Samsung Galaxy S6 OtterBox Commuter Cases. With taxes, Mr. [redacted] paid $142.28 for his order. T-Mobile records confirm that on February 11, 2016, Mr. [redacted] account became cancelled when he ported his number to another service provider. On February 12, 2016, as Mr. [redacted] was a bill current customer and his billing cycle ran from the 10th of one month to the 9th of the following month, Mr. [redacted] account was charged $171.42, for the billing cycle charges from February 10, 2016, through March 9, 2016. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. When the account was canceled, the remaining EIP balance of $833.71 was accelerated and posted to the final billing statement dated March 10, 2016. T-Mobile records confirm that Mr. [redacted] handset were received after the date of cancellation, therefore, T-Mobile applied a credit of $833.71 to Mr. [redacted] account for the accelerated handset charges. Additionally, in an effort to fully resolve the matter, on March 16, 2016, T-Mobile applied a credit of $171.42, reducing the account to a zero balance. Please note that it can take up to 30 days for customers to receive a refund for their online purchase. T-Mobile is actively working with Mr. [redacted] to ensure that he receives the refund for his online purchase of his accessories and SIM card starter kits. Mr. [redacted] has accepted this as a resolution to his 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. Jennifer G[redacted] Executive Response

Revdex.com:
Thanks Revdex.com for the help to resolve this matter.  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 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 May 1, 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 T-Mobile account. T-Mobile records confirm that on September 9, 2016, replacement equipment was ordered for Mr. [redacted]’s non-working Apple iPhone 6s Plus Gray 64GB handset. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment but rather, an empty box was received at our National Return Center (“NRC”). As such; Mr. [redacted] was charged $849.73 for the non-return fee and applicable taxes. It is important to note that the possibility of a non-return fee was disclosed to Mr. [redacted] at the time the exchange was processed.
Please note that after further review, T-Mobile found that the aforementioned device is being utilized on a separate account that was in communication with Mr. [redacted]’s mobile number ending in 8828 in October of 2016. As such, T-Mobile respectfully declines to remove the non-return fee from Mr. [redacted]’s account and considers the charge valid and owed.
In an effort to amicably resolve the matter, although it is outside the seven day timeframe provided to customers to return their original handset following a Limited Warranty Exchange, T-Mobile will allow Mr. [redacted] to return the handset, in good working condition, within 30 days of this letter, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Mr. [redacted]’s handset, T-Mobile will apply a credit of $849.73 to the account for the non-return fee. T-Mobile recommends that Mr. [redacted] utilize a traceable carrier and obtain a tracking number upon mailing. Additionally, T-Mobile requests that Mr. [redacted] disable the “Find My iPhone” security feature on the handset prior to mailing. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly 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

April 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 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 Ms. [redacted] in association to our Carrier Freedom Promotion. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs, including early termination fees and equipment lease, 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.   In order to qualify for the reimbursement of early termination fees or equipment 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 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 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.    Our records reflect that Ms. [redacted] submitted her final paperwork to our Business Care who forwarded the email to our Carrier Freedom team. As such, on March 30, 2017, our Carrier Freedom team issued a lump sum credit consisting of $58.00 early termination fee for her mobile number ending [redacted], $555.97 for equipment lease termination for a total of $613.97. The total was deducted the $200.00 trade in credit she received, leaving the final credit of $413.97 which was applied to her T-Mobile account.   Although, our Carrier Freedom does not cover the reimbursement of their previous carriers final monthly recurring charges, as a courtesy and in an effort to amicably resolve her concerns, on April 7, 2017, T-Mobile also provided Ms. [redacted] with a onetime credit of $209.41 to reimburse her for the final monthly reoccurring charges, leaving the account active with a credit balance of $379.89.   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

April 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 April 5, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s concerns with regards to lease issues for his handsets. Our records indicate that on October 24, 2015, Mr. [redacted] upgraded to an iPhone 6s for his phone line ending in [redacted] and a Samsung Galaxy S6 Edge handset for his phone line ending in [redacted] under our JUMP! On Demand (“JOD”) lease option and agreed to 18 monthly installments for both handsets totaling $55.50 monthly.
As Mr. [redacted] traded in qualifying handsets, he was eligible to receive monthly bill credits in the amount of $6.61 for his phone line ending in [redacted] and a monthly bill credit of $9.00 for his phone line ending in [redacted] for the duration of the 18 month lease period. It is important to note that during the above–mentioned upgrade, T-Mobile was not offering a promotion which reduced the cost of the iPhone handset down to the monthly cost of zero.
It is important to note 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 of the handset will be assessed on the next month billing statement.
As the 18 month lease period has ended for the above mentioned handsets, a purchase option price in the amount of $163.99 was assessed for the iPhone 6s handset, and a $166.99 purchase option price was assessed for the Samsung Galaxy S6 Edge handset.
In an effort to amicably resolve this matter, T-Mobile has waived the above-mentioned purchase option price charges totaling $330.98. Please note that Mr. [redacted] will receive one more monthly lease charge for each of the above handsets on his upcoming bill with the due date of April 28, 2017. 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.
Cesar R[redacted]
Executive Response