T-Mobile Usa Inc

May 30, 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 Name: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account. 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]’ concerns within this letter.
T-Mobile regrets hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As can be expected, there are several eligibility requirements for the above promotion. In order to qualify for the offer, customers, like Ms. [redacted], 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.
Regretfully, T-Mobile was not able to locate Ms. [redacted]’s Carrier Freedom submission. As such, it is T-Mobile’s position that Ms. [redacted] does not meet the requirements for reimbursement.
However, upon review of Ms. [redacted]’ correspondence and in an effort to amicably resolve this matter, T-Mobile has agreed to honor the full terms of the Carrier Freedom offer. Ms. [redacted] will need to provide an unaltered copy of the final billing statement reflecting the early termination fee incurred with her previous carrier to [redacted]@T-Mobile within 30 days of this letter. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail P[redacted] Executive Response

May 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Pre-paid Account No. XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above Pre-paid account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her Pre-paid account. In reviewing Ms. [redacted]’s account, T-Mobile records confirm that on November 30, 2016, T-Mobile processed the refund for Ms. [redacted]’s payment in the amount of $33.00 plus applicable taxes to the same method used at the time of payment, Visa card ending in 2457. Further records confirm that on November 30, 2016, T-Mobile issued a onetime bill credit in the amount of $36.00 equivalent to the overdraft fee.
Please be advised that On May 2, 2017, Ms. [redacted] confirmed that she is not requesting a refund. She went into details regarding this matter of being charged twice ever since November of 2016. As a courtesy, on May 8, 2017, T-Mobile credited $40.00 to Ms. [redacted]’s Pre-paid account. Additionally, T-Mobile offered to escalate this matter to our payment processing team for T-Mobile Pre-paid and will follow up with Ms. [redacted] with our findings. Ms. [redacted] has been asked to submit her bank statements showing the double charges from her financial institution within 30 days from the date of this letter.
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

May 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 8, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. We regret any concerns Mr. [redacted] may have experienced with our tablet promotion. Our records indicate that on November 14, 2015, Mr. [redacted] visited a T-Mobile retail location to take advantage of our Tablet On Us promotion which ran from October 14, 2015, through November 3, 2015. This promotion allowed eligible customers to receive a Samsung Galaxy Tab A with the purchase of a select Samsung device with EIP when they sign up for a 1GB or higher mobile internet plan. At that time, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6. 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. Although Mr. [redacted] purchased a Samsung device, as mentioned above, the promotion expired on November 3, 2015, therefore Mr. [redacted]’s purchase was not eligible. Nevertheless, on May 11, 2016, T-Mobile reached out to Mr. [redacted] and in an effort to amicably resolve this matter T-Mobile agreed to remove and credit the cost of the Tablet in the amount of $319.99 and refund $80.04 for the payments previously made toward this tablet. Mr. [redacted] accepted this offer as resolution in full. 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. James H[redacted] Executive Response

January 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 23, 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. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. We regret any concerns Mr. [redacted] has experienced regarding T-Mobile’s 2016 Magenta Port-In promotional offer. From November 24, 2016, through December 21, 2016, for a limited time, customers were able to bring their own device and port-in and active service with a T-Mobile ONE or a qualifying Simple Choice Unlimited plan in order to receive a $10.00 bill credit for 20-months per line of service. Ms. [redacted]’s account is subscribed to the Simple Choice North America Unlimited Talk, Text, and Data rate plan starting at $80.00 per month for two lines and $10.00 per month per additional line of service. Please note that this is a highly discounted promotional rate plan which is not eligible for the above-referenced promotional offer. Nevertheless, upon speaking to Mr. [redacted], on December 26, 2016, in an effort to amicably resolve the matter, T-Mobile agreed to apply a credit in the amount of $800.00 toward the account which is equivalent to the total value of the above-referenced promotional offer. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. Ms. [redacted]’s account remains active with a credit balance of $674.16. 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. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

March 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 8, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.
We regret [redacted]’s concerns regarding the final account balance. In [redacted]’s correspondence to your office, they indicate being provided an offer by T-Mobile to accept one final payment in the amount of $100.00 with the remaining balance of $173.30 to be waived in full to return the account to a zero balance. Upon review of our records however, T-Mobile is unable to conclusively determine or substantiate this offer, as our position that the final account balance of $173.30 is valid and owed.
Nevertheless, as T-Mobile records confirm [redacted] remitted payment on March 9, 2017, in the amount of $100.00, as a courtesy T-Mobile will honor the claimed offer and applied an account credit of the remaining difference of $73.30. This credit brings the account to a zero balance, subsequently preventing any further collection activity.
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 [redacted]’s recent contact with our Customer Care.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kimo C[redacted]
Executive Response

October 21, 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 October 12, 2016, regarding the above-referenced account.  We are pleased to report that we have contacted Ms. [redacted] who authorized her husband, [redacted] to discuss their matter and we are actively working to address their concerns.
 
We are sorry to hear that Ms. [redacted] was unable to use the services as expected and regret any coverage issues they have experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  As there are several factors that may interfere with actual service, quality, and availability.  We do our best to right fit our customers with expectations of coverage by using the Personal Coverage Check tool which is also available online through T-Mobile.com.  In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect satisfactory coverage and regret if that was not Ms. [redacted]’s experience.
 
In an attempt to improve Ms. [redacted]’s coverage concerns, on September 22, 2016, T-Mobile issued a Wi-Fi CellSpot Router. Unfortunately, Wi-Fi was not available to Ms. [redacted] in her home and a return kit was generated as well as and a new 4G/LTE Signal Booster was sent as a replacement on October 10, 2016. Please be advised that T-Mobile offers Signal Boosters and Wi-Fi CellSpot Routers, which are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance.  Regrettably, this option will only improve in-home coverage when there is at least one bar of signal present and outdoor coverage will be unchanged.  We apologize for the inconveniences this caused Ms. [redacted].
 
Although, Ms. [redacted] was provided a 14-day return period starting from the date of activation, September 19, 2016, as a courtesy, T-Mobile has agreed to extend the return period for Ms. [redacted]. We will accept back the two Apple iPhone SE’s, purchased on Equipment Installment Plan (“EIP”), directly to our office for a full refund. It is important to note that at the time of purchase Ms. [redacted] traded in two [redacted] branded Apple iPhone SE’s for a trade in value of $165.00 per phone, a total of $330 which was used towards the purchase of her T-Mobile equipment. As such, once the equipment received, Ms. [redacted] will receive a total refund of $359.12 consisting of the trade in credits and the EIP payment Ms. [redacted] submitted on October 17, 2016.
 
In addition, upon speaking with Mr. [redacted], T-Mobile learned that they had also submitted for our Carrier Freedom reimbursement. As Mr. [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.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
 
For new 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 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 to the prior carrier and subtracting the amount already paid for the trade-in. In order to receive the final reimbursement the account must be active.
 
While Ms. [redacted]’s account is currently active, they are planning on porting out their services, cancelling their account and returning their devices to T-Mobile within the next 30 days, thereby rendering their account otherwise ineligible for any additional reimbursement under our Carrier Freedom offering. Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns for the final reimbursement, T-Mobile has agreed to process reimbursement credit, for an additional refund of $688.32.  Therefore, once the account is cancelled and the equipment is returned, T-Mobile will issue a total refund of $1,047.44, for both the trade in credit refund and the Carrier Freedom reimbursement.
 
Please note that on October 19, 2016, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to their concerns which he has accepted and considers this matter addressed to his satisfaction.
 
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

August 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account.
T-Mobile regrets any difficulties Ms. [redacted] may have experienced in regards to unauthorized activity. T-Mobile takes customer security very seriously and will do all we can to assist Ms. [redacted] in this matter.
It is important to note that the account in dispute was opened using all of Ms. [redacted]’s personal information, including social security number and address (which, as previously mentioned, is the same address provided on her correspondence to your office). Based on Ms. [redacted]’s dispute and her claim that this account is not hers, she is entitled to any information she seeks, so long as she complies with the requirements of the FACT Act.
These requirements include that Ms. [redacted] complete an ID Theft Affidavit which is found on the FTC website http://www.consumer.gov/idtheft/ and that she submit that document together with a written request for the information she is seeking along with a police report confirming the ID Theft and a copy of her government issued photo identification. These four documents can be sent to T-Mobile’s Fraud Management Team at:
T-Mobile
Attn: Fraud Management
12920 SE 38th Street
Bellevue, WA 98006
Once received, Fraud Management will review the documents and the account and, based on their findings, provide any information we have. Submission of Ms. [redacted]’s documents will also allow T-Mobile to investigate further to find any additional accounts that may have her personal information associated. Please understand this is not a process that was created by T-Mobile, but is the process that was created by the FTC that all entities must follow regarding fraud allegations. The process is designed for the protection of both Ms. [redacted] and T-Mobile.
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.
Liana G[redacted]
Executive Response

Revdex.com:
I am still waiting on the refund that should have been sent to me. As of today (not including Monday 5/31 as a holiday) it has been 10 business days since I spoke with James.  Otherwise, 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]

February 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 January 21, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction. T-Mobile regrets Mr. [redacted]’ concerns regarding his Samsung Galaxy S6 handset. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a new or like new replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. As originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. On January 27, 2016, Mr. [redacted] completed a JUMP! Equipment Installment Plan (“EIP”) upgrade, to a BlackBerry Priv, for use with the mobile number ending in 0213. The EIP has been canceled for the returned Samsung Galaxy S6 handset. 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. Pancho Q* Executive Response

April 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 25, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with the authorized user Ms. [redacted], we have resolved this matter to her satisfaction. T-Mobile is sorry to hear about Mr. [redacted]’s concerns regarding the disputed final billing statement. Our records confirm that on June 17, 2013, Mr. [redacted] activated his T-Mobile account at which time he elected to purchase an Apple iPhone 5 on our Equipment Installment Program (“EIP”). Mr. [redacted] paid a total of $267.27 at the point of sale which consisted of a $149.99 Apple iPhone 5 handset down payment, a $39.99 Apple iPhone 5 case, and a $34.99 Apple iPhone 5 Car Charger plus tax. On June 26, 2013, Mr. [redacted] canceled his T-Mobile account by porting his mobile number ending in [redacted] to another service provider. On June 26, 2013, Mr. [redacted] returned his Apple iPhone 5 handset without the accessories to a T-Mobile store, at which time he was issued a cash refund of $137.62, which consisted of the above mentioned down payment of $149.99 plus tax less a $50.00 restocking fee. It is our position that Mr. [redacted] was not refunded for the above mentioned accessories because they were not returned. Please be advised that as Mr. [redacted] canceled his account prior to returning his equipment, he was billed in full for the Apple iPhone 5 handset on the final billing statement. Mr. [redacted]’s first billing statement dated June 20, 2013, totaled $142.16, and consisted of monthly recurring charges from June 20, 2013, to July 19, 2013, an activation fee, plus taxes and surcharges. Mr. [redacted]’s final billing statement dated July 20, 2013, totaled new charges of $439.91 which reflected a final accelerated EIP charge of $480.00 for the Apple iPhone 5, as well as a prorated account credit in the amount of $40.09. Please note that the past due amount of $142.16, in addition to the final billing statement of $439.91 totaled $582.07. On August 9, 2013, Mr. [redacted] remitted payment to T-Mobile in the amount of $30.68, reducing the past due balance to $551.39. On September 30, 2014, T-Mobile adjusted Mr. [redacted]’s account for the accelerated Apple iPhone 5 handset charge in the amount of $480.00, leaving him with a past due balance of $71.39. On April 26, 2016, T-Mobile contacted authorized user, Ms. [redacted], and agreed to credit the remaining balance of $71.39. Additionally, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Mr. [redacted] should allow approximately 90 days for this information to be reflected on his credit report. Mr. [redacted]’s account remains canceled with a zero balance. 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. Taylor B[redacted] Executive Response

June 17, 2015FILEDELECTRONICALLY 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 correspondencedated June 15, 2015, regarding the above-referenced account.   T-Mobile records indicate that onApril 28, 2015, Mr. [redacted] purchased a Sony Xperia Z1S handset at a totalprice of $276.23 including all applicable taxes.  Please not that this purchase was paid for byMr. [redacted]’s credit card.  As of the time of Mr. [redacted]’s purchase of a new handsetfor use on the mobile number ending in [redacted], T-Mobile provided a 20-day returnperiod which allowed Mr. [redacted] to use the equipment to see if it meets hisneeds.  If the equipment was notacceptable, it could have been returned to the original point of sale for arefund or exchange and, if requested, cancelation of the service.  T-Mobile records indicate that the handset wasreturned to the T-Mobile warehouse via [redacted] on May, 6, 2015.  It is important to note that Mr. [redacted] disputed thepurchase through his credit card company and as a result the charges for theequipment were returned unpaid to T-Mobile.  As such, T-Mobile created a charge in theamount of $276.23 for the total price of the handset purchase and applied thischarge to Mr. [redacted]’s T-Mobile account on June 1, 2015.  Please be advised that due to an inadvertent error thecharges for the handset were not adjusted when the device was returned to ourwarehouse.  In an effort to amicablyresolve this matter, on June 16, 2015, T-Mobile applied a credit to the accountin the amount of $276.23 for the handset and all applicable taxes.  Please note that Mr. [redacted]’s accountcurrently remains open and reflects a credit balance in the amount of $1.43that will apply to his next billing statement.  We regret any inconvenience to Mr. [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or[redacted].  Very truly yours, T-MOBILE USA, INC. [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]

February 17, 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 Nos. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 4, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account. T-Mobile has completed its investigation of this matter and has been unable to substantiate the allegation of fraud. T-Mobile records confirm that on August 20, 2016, Mr. [redacted] activated the postpaid account number [redacted] with two voice lines of service, with the mobile numbers ending in [redacted] and [redacted]. Records indicate that Mr. [redacted] has been utilizing this account number from the date of activation.
T-Mobile records confirm that on December 24, 2016, Mr. [redacted] requested to add two voice lines of service to his existing account number [redacted]. Due to an inadvertent error, a separate postpaid account number [redacted] was activated with two voice lines of service, with the mobile numbers ending in [redacted] and [redacted].
At the time of activation, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy On5 black handsets. Mr. [redacted] was required to make a down payment of $54.00 per handset and agreed to a series of 24 monthly installments of $4.00, per handset.
It is important to note that at the time of Mr. [redacted]’s purchase, T-Mobile had the Smartphone On Us winter promotion available. As part of this promotion, customers who signed up on the T-Mobile ONE rate plan could receive a Samsung Galaxy On5 at no charge, after EIP bill credits. As a result, Mr. [redacted]’s account was receiving a credit of $6.25, per handset, to offset the monthly EIP charges and the down payment paid at the time of purchase.
T-Mobile records confirm that on the same day, T-Mobile corrected the error and transferred the mobile numbers ending in [redacted] and [redacted] from the account number [redacted] to the account number [redacted]. Records confirm that due to an inadvertent error, only the EIP associated with the mobile number ending in [redacted] was transferred to the account number [redacted]. As a result, when the account number [redacted] was cancelled, the remaining EIP charges associated with the mobile number ending in [redacted], along with the monthly recurring charges from December 25, 2016 through January 24, 2017 in the amount of $191.98, were accelerated to the final bill dated January 28, 2017. In an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a credit of $191.98 to the account number [redacted], reducing the account balance to zero.
Additionally, as Mr. [redacted] was no longer going to receive the monthly EIP credits of $6.25 for the Samsung Galaxy On5 handset associated with the mobile number ending in [redacted], he would not receive the equal amount of the down payment of $54.00 that he was required to pay at the time of purchase. Therefore, in an effort to amicably resolve the matter, on February 15, 2017, T-Mobile applied a courtesy credit of $54.00 to the account number [redacted], bringing the account to a credit balance of $54.00. 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.
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. Diana J[redacted] is a first class person to work with.Sincerely, [redacted]

March 2, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            [redacted]      [redacted]                         [redacted]                         [redacted]                         [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 26, 2016, regarding the above-referenced account. 
T-Mobile regrets that Ms. [redacted] did not find our resolution satisfactory after we spoke with her on February 17, 2016.  However; T-Mobile provided a courtesy credit to the account in the amount of $246.57 for the full balance that was due on February 27, 2016 due to Ms. [redacted] dissatisfaction with the Carrier Freedom reimbursement process, which she accepted as final resolution when we spoke with her on February 17, 2016.  T-Mobile confirmed that [redacted] received a total of $1,137.84 in reimbursements with the trade-in credits and reimbursement card, which was accurately provided based on the terms or our Carrier Freedom offer, which are available online at www.switch2tmobile.com.  Finally, Ms. [redacted] Samsung Galaxy S 5 handset was purchased as a used handset or Certified Open Box (“COB”) handset and was no longer within the 90-day warranty and in an effort to fully resolve her concerns and as a gesture of goodwill, T-Mobile provided a brand new Samsung Galaxy S 5 handset to replace her handset despite her refusal to complete the requested troubleshooting steps with us. 
From November 7, 2015 through March 1, 2016, [redacted] account utilized 12,328 airtime minutes, sent and received 15,693 text and picture messages and his account used 59,568 megabytes (“MB”) or 58 gigabytes (“GB”) of data, which indicates that his account received the benefit of our services.  T-Mobile respectfully declines to issue additional compensation to [redacted] account for this matter as the above mentioned offers were accepted by Ms. [redacted] on February 17, 2016 as final resolution in this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ally Y[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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 25, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers. We sincerely regret any inconvenience Ms. [redacted] has experienced regarding her final billing statement and regret losing her as a customer. T-Mobile records indicate that on August 10, 2014, Ms. [redacted] activated the above referenced account and subscribed to T-Mobile’s Simple Choice Value Family Unlimited Talk, Text and Data four lines rate plan for $80.00 per month plus tax with mobile numbers ending in [redacted] and [redacted]. T-Mobile has reviewed the account and we found that on April 14, 2015, a Change of Responsibility (“COR”) was completed whereby Ms. [redacted] authorized [redacted] Roofing Russell [redacted] to take the mobile number ending in [redacted] and its associated Equipment Installment Plan (“EIP”) from the above account to a separate, newly activated account. Next, our records reflect that the mobile number ending in [redacted] was transferred to another service provider on February 28, 2016. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile. At this time, the account was left active with the remaining mobile numbers ending in [redacted] and [redacted]; as such, the account continued to generate billing statements for the remaining lines of service. Our records further reflect that on May 23, 2016, the account was suspended for non-payment. Following, on June 18, 2016, the account was ultimately cancelled for non-payment. Our records confirm that Ms. [redacted]’s final billing statement dated July 11, 2016, had a balance of $258.47 which consisted of monthly recurring charges, applicable taxes and fees billed from March 11, 2016, to May 23, 2016. It is important to mention that T-Mobile provided Ms. [redacted] multiple notices that her account was in a past due status. These notices were provided in the monthly invoice, through text messages, calls from our Financial Care team requesting payment and also letters and/or emails. Please be advised that as payment was not remitted for the final balance of $258.47 on August 8, 2016, the account was assigned to Diversified Consultants Inc., a third party collection agency, for the collection of the outstanding balance. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on December 1, 2016, T-Mobile issued a credit of $258.47 for the balance in full, leaving the account closed with a zero balance. Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Aika A[redacted] Executive Response

December 8, 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]...

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] [redacted], and [redacted] has been designated as an authorized user of the account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] may have regarding his 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 Mr. [redacted]’s contact with our Customer Care team.
T-Mobile records indicate that Mr. [redacted]’s account may be placed on seasonal suspend once per 12 months for a maximum of 90 consecutive days. The cost for a seasonal suspend is $10.00 plus tax per month. Please note between November 21, 2014, and July 6, 2017, T-Mobile made numerous exceptions for a seasonal suspension on the account.
Per Mr. [redacted]’s request, his line of service ending in [redacted] was seasonally suspended on July 6, 2017, and was scheduled to resume on October 6, 2017, provided that payments remain current through that date. If at any time the account goes into a past due status, the account’s seasonal suspension will be removed and the account will be suspended for non-payment.
T-Mobile records confirm Mr. [redacted]’s last payment towards the account was made on December 14, 2015, in the amount of $10.51. Please note the payment reduced the account to a $9.82 balance at that time. Thereafter the account carried a past due balance going forward.
Please note that between February 27, 2017, and July 6, 2017, Customer Care applied a total of $50.84 in credits to the account. Please note the credits reduced the account balance to $39.14. Though the account was placed on a seasonal suspension, due to non-payment, the account was canceled on July 24, 2017.
Furthermore, as Mr. [redacted]’s account remained past due, on September 12, 2017, the account was referred to [redacted] for collection attempts. T-Mobile records indicate that on October 16, 2017, Mr. [redacted] remitted a payment in the amount of $39.14 directly through [redacted].
Regretfully, as the account has been canceled for more than 90 days, T-Mobile is unable to reuse the mobile number ending in [redacted]. 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]

July 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 8, 2016 regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] is the same person. T-Mobile regrets any concerns Ms. [redacted] experienced with his T-Mobile account and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any misunderstanding to Mr. Mr. [redacted]’s regarding T-Mobile’s Carrier Freedom program and any concerns he experienced with the cancelation of his account. As Mr. [redacted] is aware, in early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. There are several eligibility requirements for the early termination fee reimbursement. One of those requirements being that the customer must trade in a handset they own and purchase a new T-Mobile handset in order to qualify. 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 for reimbursement. T-Mobile records indicate that Mr. [redacted] activated the account on December 1, 2015, with the mobile number ending in [redacted]. Mr. [redacted] subscribed to our now grandfathered Simple Choice North America Unlimited Talk Text plus Data rate plan for $50.00 per month plus tax. At the time of activation, Mr. [redacted] placed an order for a Coolpad Rogue for $60.98 including taxes. Please note there are no records that indicate that Mr. [redacted] traded in any handset. Mr. [redacted]’s account was billed with our ‘bill current’ billing system, which means that he was billed for services in advance. Mr. [redacted]’s billing period started on the 15th of each month and ran through the 14th of the following month; payment was due on the 7th of each month. On December 15, 2015, Mr. [redacted] was sent a billing statement in the amount $27.51 for services from December 1, 2015, through December 14, 2015. This payment was due on January 7, 2016. On January 15, 2016, Mr. [redacted] was sent a billing statement in the amount of $83.18 which consisted of new charges of $55.67 for services from December 15, 2015, through January 14, 2016, and his previous balance of $27.51. The past due amount was due immediately and the payment for the new charges was due on February 7, 2016. On January 16, 2016, Mr. [redacted]’s account was suspended and it was later cancelled on February 6, 2016, as a result of non-payment. Please be advised that T-Mobile stops charging monthly access charges when an account becomes fully suspended for non-payment. On February 9, 2016, Mr. [redacted] remitted a payment to his account in the amount of $83.18 to bring his account current and to resume his service. T-Mobile records also indicate that Mr. [redacted] requested to seasonally suspend his service, beginning on February 15, 2016. T-Mobile offers one seasonal suspension per calendar year per line of service for a maximum of 90 consecutive days. Mr. [redacted] was informed at that time of the suspension that a $10.00 plus tax monthly fee per line of service would be charged. It is important to note that the account must be current in order to process a seasonal suspension and remain current while suspended. On February 15, 2016, Mr. [redacted] was sent a billing statement in the amount $17.63 for service charges from February 9, 2016, through February 14, 2016, and a late fee. This payment was due on March 7, 2016. On March 15, 2016, Mr. [redacted] was sent a billing statement in the amount $28.17 which consisted of new charges of $10.54 for services February 15, 2016, through March 14, 2016 and his previous balance of $17.63. The past due amount was due immediately and payment for the new charges was due on April 7, 2016. On March 24, 2016, Mr. [redacted]’s account was suspended and it was later cancelled on April 28, 2016, as a result of non-payment. On April 15, 2016, Mr. [redacted] was sent a billing statement in the amount $31.32 which consisted of new charges of $3.15 for services March 15, 2016, through March 23, 2016 and his previous balance of $28.17. The past due amount was due immediately and payment for the new charges was due on May 7, 2016. Mr. [redacted]’s final billing statement dated May 15, 2016, totaled $36.33, which was comprised of past due balance of $31.32 and new charges of $5.01. The new charge consisted of a $5.00 late fee plus applicable taxes. T-Mobile records confirm that on June 22, 2016, Mr. [redacted] remitted a payment in the amount of $36.33 to bring his account current. Please note that Mr. [redacted]’s account was not referred to an outside third party collection agency but was handled by T-Mobile’s internal collection department. On July 12, 2016, T-Mobile spoke to Mr. [redacted] and advised as there was no record of a trade in; as such, he was not eligible for the Carrier Freedom reimbursement. Nevertheless, in an effort to amicably resolve the matter, T-Mobile issued a refund in the amount of $350.00 to Mr. [redacted]. Please be advised the refund was sent via direct deposit and should post to Mr. [redacted]’s account within one to three business days. Mr. [redacted] was satisfied with the resolution and had no additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

March 15, 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 8, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.   We regret to hear that Mr. [redacted] had any concerns regarding the 2016 September iPhone 7 Trade Up promotional offering. According to our records on September 10, 2016, Mr. [redacted] purchased an Apple iPhone 7 Plus through Equipment Installment Plan (“EIP”) and traded in Apple iPhone 5C for his number ending [redacted].   During his purchase, Mr. [redacted] qualified for our amazing 2016 September iPhone 7 Trade Up promotion which started on September 9, 2016, through September 25, 2016, for new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) could get a new Apple iPhone 7 32GB discounted (via bill credits); the discount would vary and was dependent on trade in submitted. As Mr. [redacted] was trading his in Apple iPhone 5C, he was eligible for $31.00 trade in value plus 24 promotional bill credits of $15.37, for a total promotional value of $399.88 off the cost of his new Apple iPhone 7 Plus.   Our records confirm that at the time of Mr. [redacted]’s order, the his trade in request was initiated however, he contacted Customer Care on September 19, 2016, to receive a new shipping label as he had not receive one in his packaging. Unfortunately, due to an inadvertent error, the representative sent Mr. [redacted] an incorrect shipping label.   On October 6, 2016, Mr. [redacted]’s return was accepted at our warehouse; however, he was not enrolled in the promotion accordingly. We apologize for the inconveniences this caused Mr. [redacted].   Nevertheless, on March 15, 2017, T-Mobile issued a onetime lump sum credit of $368.88 towards Mr. [redacted]’s Apple iPhone 7 Plus EIP balance in order to honor the promotional bill credits. It is important to note that the additional payment will reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments. Please note that on March 15, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to their concerns which he has accepted and considers this matter resolved to his satisfaction.   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

Complaint: [redacted]I am rejecting this response because:
Parts of what is said here is NOT TRUE. If their records say I upgraded to a Samsung Galaxy S7 it is correct. The phone I upgraded to and am currently using is an iPhone 6S. I just want to make sure the final report does not have errors which appear in a later report. 
THIS IS AN ERROR:  "As such, our records confirm that on October 10, 2016, Dr. [redacted] upgraded to a Samsung Galaxy S7 handset. T-Mobile is pleased to hear that Dr. [redacted] now has a working handset". 
Sincerely,
[redacted]