T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:There are inaccuracies in Rochelle's response. On January 17 I DID NOT consent to their JUMP on Demand program. When I called on 1/17/18 at 4:49pm and spoke with Crystal I was advised that the phone was comped completely. I believe her supervisors name was [redacted]. She consulted with her supervisor who advised that the phone EIP would be closed out and the phone would be free. I even logged on afterwards and it was removed from my account but then after speaking with Rochelle it was magically added back on and she advised me I will be charged for this phone. I didnt want it anyway and gladly mailed it back but it was unfair for a company to against their word especially after all the wrongdoings done against me from this company. I don't feel comfortable paying the bill that includes fraudulent insurance charges for the phones I did not finance. The credit (supposedly) will be reflected on next months bill. Why cant it show on this bill. Based on their business practices I feel that I cant take them at their word and will see me paying that extra amount as accepting the fraud that happened to me. I have reached out to Rochelle after the initial conversation. The main reason was to inform her I didn't receive a return label that she sent and also had questions for her. She has never returned my call. No one ever follows up when they say they will. Meanwhile I have to endure a phone line that rarely has phone service and cuts off almost every call. If you listen to all my calls with T-Mobile reps you will even hear the calls losing signal. The service is crap but I have put up with it but now this lack of customer service and hearing many different solutions and action plans by different people leave me feeling like I'm being hustled. 
Sincerely,
[redacted]

June 6, 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 24, 2017, regarding the above-referenced account.  Please be advised that T-Mobile made several attempts to contact Mr. [redacted] that have proven unsuccessful.  At this time, T-Mobile will respond to both you and Mr. [redacted] with this letter.   T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset and billing statement.  As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7.  Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand.  Please be advised that Samsung requested that all customers that had a Note 7 handset power them off and stop using them immediately, this communication was provided to customers in September 2016 and again in October 2016.      On September 24, 2016, Mr. [redacted] leased a Samsung Galaxy Note 7 handset with our JUMP! On Demand (“JOD”) leasing option.  T-Mobile records indicate that Mr. [redacted] used the handset with International Mobile Equipment Identifier (“IMEI”) number [redacted] through November 30, 2016.    T-Mobile records do not indicate that Mr. [redacted] reported any incident to us regarding the Samsung Galaxy Note 7 handset during December 2016.  Our records from February 7, 2017 indicate that Mr. [redacted] first contacted us about the Samsung Galaxy Note 7 charges and at that time, T-Mobile closed the JOD lease and the balance of $748.11 was credited in full on the billing statement dated March 14, 2017.  In fact, T-Mobile issued credits totaling $1,311.17 on February 15, 2017 to Mr. [redacted]’s account as a gesture of goodwill, which exceeded the total cost of the Note 7 handset charges by an additional $563.06.     Mr. [redacted]’s account has three voice lines of service and two Mobile Internet (“MI”) lines of service.  Mr. [redacted]’s account is subscribed to our Simple Choice North American Unlimited Talk, Text, and Data (with up to 10 GB of high speed data per line of service) rate plan for $100.00 for two lines of service, the additional line is $20.00 per month.  Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] each subscribe to JUMP 1.0 with Premium Handset Protection (“PHP”) for $9.00 per mobile number per month.  In addition, Mr. [redacted]’s mobile number ending in [redacted] subscribes to PHP with Mobile Security for $12.00 per month and Name ID for $4.00 per month.  Mr. [redacted]’s MI line of service ending in [redacted] is $15.00 per month and it receives a $10.00 MI monthly discount and the MI line of service ending in [redacted] is $10.00 per month after the $10.00 MI monthly discount.  Finally, Mr. [redacted] has seven Equipment Installment Plans (“EIP”) open as he is purchasing accessories, a Samsung J7 handset, a Samsung Gear, an LG V20 handset, a Samsung Tab A, a Samsung Gear S, and a BEATS Wireless Studio 2 headphones.  Mr. [redacted]’s monthly equipment installments total $95.66 per month. Before additional usage charges, taxes, and fees, Mr. [redacted]’s monthly billing statement totals $264.66.    Please be advised that over the past 12-months, T-Mobile did not receive payments to Mr. [redacted]’s account during the following months:  September 2016, October 2016, December 2016, January 2017, February 2017, March 2017, and May 2017.  T-Mobile records do not validate that we offered to bring Mr. [redacted]’s account balance to zero as we properly removed all charges associated with the Samsung Galaxy Note 7 handset and an additional $563.06 was credited to the account as a gesture of goodwill.  In addition, our records do not indicate that Mr. [redacted] was advised to not remit payment; in fact, our records from our call with Mr. [redacted] indicate that he was advised that he needs to pay for the equipment and service charges to avoid service interruption.  The only charges that Mr. [redacted] was not asked to pay were the charges associated with the Samsung Galaxy Note 7 handset.  T-Mobile records from March 19, 2017 indicate that Mr. [redacted] provided a future dated payment to pay $235.00 on March 26, 2017.  However; this payment was not honored by Mr. [redacted]’s financial institution as they reported that they were asked to stop payment.   As of June 6, 2017, Mr. [redacted]’s account balance totals $2,572.97 and is comprised of monthly access charges, extended payment arrangement installments, EIP monthly charges, late fees, and taxes for services rendered from November 15, 2016 through May 14, 2017.  It is T-Mobile’s position that Mr. [redacted] is not due additional credits for the Samsung Galaxy Note 7 recall and that the balance is valid.  Mr. [redacted]’s account was partially suspended from placing non-emergency outgoing calls on May 23, 2017; as a result of non-payment.  Mr. [redacted] may contact Customer Care at (800) 937-8997 to discuss payment options that may be available.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response

September 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 14, 2017 regarding the above-referenced account. Please be advised T-Mobile has attempted to contact Ms. [redacted] on multiple occasions, however; our attempts have been unsuccessful.
T-Mobile regrets hearing of any service issues Ms. [redacted] may be experiencing. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues.
It is important to note that we have no record of Ms. [redacted] contacting us with concerns regarding her coverage. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Ms. [redacted] may contact our Customer Care department at 1-800-937-8997 for troubleshooting on the device so that we can determine the root cause of the issue. Once the cause of the issue is determined, we can rectify the issues Ms. [redacted] is experiencing.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Felicia P[redacted]
Executive Response

May 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concern that Ms. [redacted] has experienced regarding her equipment purchase. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care team and or retail location.
Upon speaking with Ms. [redacted], she confirmed that her concerns were in regards to T-Mobile Customer Service and initial phone purchases made on November 26, 2016, December 2, 2016, and December 7, 2016.
Beginning 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. T-Mobile records indicate that on November 26, 2016, December 2, 2016, and December 7, 2016. Ms. [redacted] purchased two Apple iPhone 7 plus 128GB for lines ending in [redacted] and one Apple iPhone 7 128GB for line [redacted]. Pursuant to our conversation with Ms. [redacted], she indicated that her concerns have since been resolved regarding the Apple iPhone 7 Trade-Up offer.
T-Mobile regrets any confusion surrounding the differing technologies that different wireless carriers’ networks operate on. T-Mobile branded devices are fully compatible with Global System for Mobile Communications (“GSM”) technology. Other carriers run on Code Division Multiple Access (“CDMA”) technology to provide service to consumers. It is very important to note that T-Mobile does not receive from the manufacturers or have access to CDMA enabled devices. In addition, although our GSM handsets may work on a CDMA network, we cannot guarantee full functionality of our equipment if unlocked for use with a different carrier, particularly carriers whose networks operate on CDMA technology.
Our records indicate Ms. [redacted] was provided Mobile Device Unlock (“MDU”) for the lines of service ending in [redacted], and [redacted]. As such, Ms. [redacted] and her father may choose to take these devices to another carrier. T-Mobile regrets any inconvenience to Mr. and Ms. [redacted].
Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Sharon B[redacted]
Executive Response

December 16, 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. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 10, 2016, regarding the above-referenced prepaid number. We regret any concerns Mr. [redacted] may have experienced regarding his T-Mobile prepaid account and we appreciate the opportunity to review and address her concerns. T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Please be advised that T-Mobile continues to with network modernization to enhance our customer’s experience. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. T-Mobile records indicate that Mr. [redacted] subscribes to our Simply Prepaid with 3GB of Data rate plan for $40.00 per 30 day calendar period. The rate plan offers unlimited nationwide minutes, domestic messaging and on network data usage, with the first three GB’s at up to 4G/LTE speeds. Data features providing increasing allotments of high speed data may be added for an additional cost. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Prepaid 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.” T-Mobile records indicate that Mr. [redacted]’s current prepaid service is paid up through December 22, 2016, and his account reflects a balance in the amount of $117.40. On December 13, 2016, T-Mobile spoke with Mr. [redacted] and advised of the above. Nevertheless even though prepaid service is not refundable, as courtesy T-Mobile offered refund Mr. [redacted] the balance in the amount of $117.40. Please be advised that Mr. [redacted] declined the offer as he was to certain if he would like to continue with the service. T-Mobile advised Mr. [redacted] that on December 23, 2016, he will be charged for an additional 30 day period; however, should he change his mind and would like to take advantage of T-Mobile’s offer he may contact me directly at the phone number listed below within 30 days from the date of this correspondence to assist with a refund of any remaining balance. Mr. [redacted]’s accepted this as a resolution and did not have any further 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

April 6, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated March 26, 2018, regarding the above-referenced account.  T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns regarding his recent handset purchase.  T-Mobile records confirm on March 9, 2018, Mr. [redacted] qualified for T-Mobile’s Equipment Installment Plan (“EIP”) and placed two separate orders each for an LG V30 which he requested to be sent to different addresses.  Mr. [redacted] was required to remit a down payment for each handset in the amount of $80.00 plus applicable taxes.  It is important to note that taxes for orders placed are based on the primary place of use address for the line of service on which it was ordered.  As such Mr. [redacted] was correctly charged taxes based on the corresponding address.  However, as a one-time courtesy, T-Mobile applied a one-time courtesy credit in the amount of $21.80 for the difference in the taxed amount for the handset orders.    Please note that Mr. [redacted] initiated both of the handset online at www.T-Mobile.com and selected ground shipping which may take up to ten business days to be received once shipped.  Due to system limitation T-Mobile is unable to change the shipping options once an order is placed.  Please be advised that handsets are shipped based on available inventory and the shipping type selected at the time of order.  T-Mobile records indicate that each of the LG V30 handsets were shipped via UPS on March 22, 2018, and were delivered on March 26, 2018, which is within the allotted shipping timeframe. In an effort to resolve this matter amicably, T-Mobile offered to waive the shipping cost paid in the amount of $15.44, which Mr. [redacted] declined.  Should Mr. [redacted] like to accept this offer he may contact our office directly at the number listed below by April 15, 2018, at which time this offer will expire.  T-Mobile regrets any inconvenience Mr. [redacted] has experienced with this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 1-844-213-3926 ext. 888-3750.Very truly yours,T-MOBILE USA, INC.Melyssa [redacted] Executive Response

February 6, 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 February 5, 2018, regarding the above-referenced account.
T-Mobile regrets the continued concerns Ms. [redacted] has experienced regarding her 2017 Q4 Magenta Apple BOGO offer reimbursement. We appreciate Ms. [redacted]’s feedback and the opportunity to address any concerns. We apologize if any T-Mobile representative failed to provide an exceptional experience during any of Ms. [redacted]’s recent contacts.
On February 5, 2018, T-Mobile spoke with Ms. [redacted] in regards to our 2017 Q4 Magenta Apple BOGO offer rebate and that promotional offers may take up to eight weeks from the date of submission to be received. Additionally, Ms. [redacted] confirmed that she has received both of her rebate cards for the 2017 Q4 Magenta Apple BOGO offer. Please note, Ms. [redacted] stated her concerns have now been resolved.
Please be advised, as mentioned in our previous correspondence, because Ms. [redacted]’s reimbursement has been properly issued during the expected time frame for her rebate, our position remains the same. Therefore, T-Mobile respectfully declines Ms. [redacted]’s additional request for further compensation for this matter. 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.
Vanessa Q[redacted]
Executive Response

I spoke with Diana and she was very understanding of the situation and I appreciate and value her ability to help and make sure that although the device was pre-owned I was guaranteed to have a good device, and not one that contained off factory parts that Apple could not take responsibility in fixing.
I am grateful for her prompt response and I value a company willing to aid customers when things beyond either party's control go wrong.
Thank you Diana J[redacted] you were wonderful
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank-you Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Revdex.com:
Although I was unhappy with the company's unwillingness to hold to their  store managers comments and promises regarding the phones I understand that I willingly signed documents pertaining to the full purchase of the phones and am willing to accept my fault in the matter. I was given a "final offer" so regretfully there is nothing more I can do. Thank you
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this acceptable to me given the circumstances. 
 
 
 
Sincerely, [redacted]

August 3, 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 27, 2017, regarding the above-referenced account.
T-Mobile regrets any miscommunication experienced by Mr. [redacted] regarding his recent rate plan change and new lines of service. From September 8, 2016, through December 6, 2016, customers were able to subscribe to our T-Mobile ONE rate plan with four lines of service for the price of three. Customers could pay as little as $35.00 per line of service after AutoPay discounts.
T-Mobile records indicate prior to July 2, 2017, Mr. [redacted] subscribed to one line of service on our Simple Choice North America rate plan. However on July 2, 2017, Mr. [redacted] visited an indirect dealer of T-Mobile service and activated three lines of service on our T-Mobile ONE rate plan. Presently T-Mobile offers our T-Mobile ONE rate plan for $180.00 per month or $160.00 after AutoPay discounts.
It is T-Mobile’s position that Mr. [redacted] has been billed accordingly to his rate plan and feature selection. As such, it is T-Mobile’s position that no credits or compensation are owed.
In an effort to resolve the matter, Mr. [redacted] has the option to return his recently purchased handsets to our office in like-new condition. Upon receipt of the devices, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $1,149.99. The handsets can be mailed to our office at the following address:

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
T-Mobile recommends that Mr. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the handsets, chargers and his account information within the box to ensure that he receives the proper credit upon receipt of the handset. Please be advised if the full kit is not returned such as the charger a $20.00 restocking fee will be deducted from the credit offered above. Please be advised that if our final examination of the handsets indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the EIP balance will then be considered valid and owed. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than August 18, 2017. Should Mr. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid.
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.
Martin G[redacted]
Executive Response

December 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Acct. 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 6, 2017, regarding the above-referenced account. T-Mobile records confirm that the account holder of record is [redacted], and that [redacted] and [redacted] are one and the same. T-Mobile is pleased to confirm that we have fully resolved Mr. [redacted]’s concerns to his fullest satisfaction.
It is important to note that Mr. [redacted]’s account was billed with a system known as “Bill Current” and his billing cycle ran from 22nd of the month to the 21st of the following month, with payment falling on the 15th. Mr. [redacted] started service on July 21, 2017, with the mobile number ending in [redacted] and was subscribed to the $75.00 T-Mobile One Taxes Included rate plan. As such, Mr. [redacted]’s estimated monthly recurring charges totaled $75.00 prior to a $5.00 AutoPay credit.
Please note that on July 21, 2017, Mr. [redacted]’s account was enrolled in AutoPay using the bank card ending in** **. AutoPay is a free feature that automatically deducts the balance owed on the account up to two days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. As Mr. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the bank card provided.
On September 23, 2017, Mr. [redacted]’s billing statement was provided showing a balance of $70.00. The new charges totaling $70.00 included monthly access charges and AutoPay credit for services from September 23, 2017, through October 22, 2017. On October 13, 2017, Mr. [redacted] made a payment of $70.00 through AutoPay, reducing the balance to zero.
On October 23, 2017, Mr. [redacted]’s billing statement was provided showing a balance of $70.00. The new charges totaling $70.00 included monthly access charges and AutoPay credit for services from October 23, 2017, through November 22, 2017. Payment was not received for this.
T-Mobile records confirm that on November 1, 2017, Mr. [redacted] ported his line ending in [redacted], to another carrier, effectively canceling his line with T-Mobile. On that same day, Mr. [redacted]’s AutoPay was removed. Additionally, on November 15, 2017, Mr. [redacted]’s payment in the amount of $70.00 was returned to the bank card, pursuant to his request for a refund. On November 23, 2017, Mr. [redacted]’s final billing statement was provided showing an outstanding balance of $158.67, which includes the above past due balance, and a one-time charge for the returned payment in the amount of $15.00.
On December 7, 2017, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile applied an adjustment in the amount of $159.67, bringing the account balance to zero and preventing Mr. [redacted]’s account from being referred to an outside collection agency. T-Mobile regrets any inconveniences 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.
Ruby Q[redacted]
Executive Response

Hello my name is [redacted] I filed a complaint against T-mobile on 4-4-2018 they did resolve the issue on 4-5-2018.  My complaint ID [redacted].  Thank you!

November 11, 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 November 2, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets Mr. [redacted]’s coverage issues he has been experiencing in his home location, at his mother’s home location and at his work location. In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his home, mother’s home or at work. We regret any coverage issues Mr. [redacted] and his family have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect excellent coverage in all areas that he references in his correspondence. After T-Mobile’s Executive Office made contact with Mr. [redacted], it is T-Mobile’s determination that Mr. [redacted]’s current handset is not compatible with the network in his area and T-Mobile is always inspired to evolve and modernize the coverage in all areas, including the locations he references. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to assist Mr. [redacted] in taking advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S device that is currently compatible with network in his area. 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-monthly installments. In addition, T-Mobile’s Executive Office, he agreed to allow Mr. [redacted] to obtain the device with no required down payment; however, he agreed to a series of 24-monthly installments in the amount of $12.50, which will appear on the first bill following the purchase of the device. In addition, T-Mobile has agreed to pay an amicably agreed upon down-payment and the tax of the device ordered. Should Mr. [redacted] continue to experience issues with the coverage in his home area, at his mother’s home area and at his work location, we will work with him to come to a satisfactory agreement in which he will make contact with me directly to discuss alternative options. 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. Lupe C[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. Ms. Aida was very helpful in resolving the issue I had with my account. PLEASE note that I DID NOT activate the additional  three numbers to my previous account as stated in t-mobile's response. Rather I requested that my previous account be discontinued and chose a new family plan. Unfortunately, the customer rep. instead did a roll-over which jacked up my bill. I just want to correct some statements made in their response that I had added three phones to my account and later on changed to a family plan. That is NOT true.However, I'm very pleased with how Ms. Aida resolved the issue that I raised. I appreciate all the efforts made in trying to resolve this and I'm very pleased with the outcome.Sincerely, [redacted]

December 12, 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 December 2, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
 
T-Mobile regrets any inconvenience Ms. [redacted] had experienced regarding the 2016 Apple Black Friday offer and appreciates the opportunity to respond to her concerns.  On November 24, 2016, through November 27, 2016, T-Mobile began offering a phenomenal 2016 Apple Black Friday offer. Existing or new customers that purchase a new iPhone 7 or iPhone 7 Plus on an Equipment Installment Plan (“EIP”) will receive monthly EIP bill credits to reduce the total cost of the new phone.  It is important to note that in order to take advantage of this offer, customers had to trade-in their fully owned qualifying phone and sign up for T-Mobile ONE rate plan or have a qualifying unlimited data feature.
 
Additionally, the trade-in device must be in good working order with no physical or liquid damage and if trading in an iPhone, the “Find My iPhone”, feature must be disabled.  If the above requirements are not met the customer would not qualify for the promotion. 
 
Our records reflect that on November 25, 2016, Ms. [redacted] contacted T-Mobile Customer Care in order to take advantage of the 2016 Apple Black Friday offer. The representative changed her plan to the T-Mobile ONE rate plan effective December 23, 2016, but referred her to the T-Mobile retail location to pay the remaining balance of her iPhone 6s’s currently on JUMP! On Demand (“JOD”). Please note that JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.
 
As such, Ms. [redacted] visited a T-Mobile retail location and made a one-time payment in the amount of $409.18 to pay the remaining balance of her iPhone 6S Plus for her number ending 5794. Additionally, a JOD upgrade was completed on her number ending [redacted], closing the remaining balance of her Apple iPhone 6S Plus in the amount of $391.31 and starting a new JOD for the Apple iPhone 7 32 gigabytes (“GB”). However, we do not show any record of any other orders being processed. We apologize if it was not Ms. [redacted]’s intention to complete the JOD upgrade and if she was requesting upgrades to be processed on her other numbers. 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 retail location.
 
Although, it is now outside the offer timeframe, T-Mobile contacted Ms. [redacted] on December 12, 2016, to honor the 2016 Apple Black Friday offer. As such, T-Mobile ordered an Apple iPhone 7 Plus 32 GB at no cost to her and an Apple iPhone 7 Plus 128 GB for $100.00 on EIP. Additionally, we have closed out her JOD for the Apple iPhone 7 with a one-time payment of $391.31, which she has accepted as 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.
 
Christina S[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

April 19, 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.
We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect good to excellent coverage.
It is important to note that we have no record of Ms. [redacted] contacting us with concerns regarding her coverage. It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
T-Mobile reviewed the billing statements from January 2, 2017, through April 1, 2017, and over the course of those three months, Ms. [redacted] used an average of 16,329 minutes with calls as long as 245 minutes, sent and received multiple text messages and used an average of 34,047 megabytes (34 gigabytes) of data. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service. T-Mobile would respectfully decline Ms. [redacted]’s request for a new handset free of charge.
Our records confirm that on September 22, 2016, Ms. [redacted] purchased a Samsung Galaxy J7 device. However, on October 18, 2016, Ms. [redacted] returned her equipment and chose to purchase a Samsung On5 device. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program. If it is determined that a warranty exchange is needed, Ms. [redacted] will be sent a replacement handset, in ''like new'' condition, of the same make and model.
If Ms. [redacted] wishes to obtain a new handset, or different make or model handset, she remains free to purchase the handset of her choice. If Ms. [redacted] is not satisfied with T-Mobile's Limited Warranty policies, she is under no obligation to participate in the program. Alternately, Ms. [redacted] remains free to contact her handset manufacturer directly.
Presently, Ms. [redacted] only has one handset under our Equipment Installment Plan (“EIP”), her Kyocera Hydro Wave with a remaining balance of $27.99. As such, Ms. [redacted] may elect to purchase new handsets utilizing our EIP. Additionally, Ms. [redacted] may complete further troubleshooting by contacting Customer Care at 800-937-8997.
Should T-Mobile’s network not meet Ms. [redacted]’s needs, she is under no contractual obligations. It is important to note that should Ms. [redacted] wish to cancel her T-Mobile account, the remaining EIP balance for her Kyocera Hydro Wave will remain valid and owed.
Of course, if Ms. [redacted] does not wish to cancel her T-Mobile service, she is not required to do so. Ms. [redacted] is welcome to continue her service and account with T-Mobile, understanding that the network she is experiencing is to be expected. 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.
Martin G[redacted]
Executive Response