T-Mobile Usa Inc

June 30, 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 June 28, 2016 regarding the above-referenced account.  Please note that T-Mobile records reflect that the account holder of record is [redacted] and that we have confirmed that [redacted] and [redacted] is the same person.
 
We regret to hear that Mr. [redacted] still has concerns regarding his T-Mobile account.  As T-Mobile has shared in our previous correspondence to your office T-Mobile mailed Mr. [redacted]’s final billing statement to his address of record when it was issued on December 7, 2015.  As also shared in our previous correspondence, T-Mobile referred the account to a third-party collection agency after unsuccessful collection attempts of our own.  T-Mobile cannot speak to any record keeping of Mr. [redacted]’s current carrier that he states do not reflect our collection attempts.
 
Furthermore, as explained in our previous correspondence, if a customer cancels their account and has an outstanding Equipment Installment Plan (“EIP”) balance, this balance will be accelerated and become due on the final billing statement.  Mr. [redacted]’s final billing statement reflecting this accelerated balance on his EIP was issued on December 7, 2015.  As Mr. [redacted] had satisfied the payment due on his previous billing statement dated November 7, 2015, his balance would have reflected as zero from the time of that payment until the final billing statement was issued.  We apologize for any misunderstanding regarding the account balance.
 
Finally, after Mr. [redacted] satisfied the final balance owed of $200.10 with his payment on May 12, 2016, though the delinquency would be considered valid, in an effort to amicably resolve the matter, on June 21, 2016 our office requested that the agency delete any negative information reported to the credit bureau regarding this account.  Please note that the agency advises us to allow up to 90 days for them to update the credit file.  T-Mobile records do not reflect that Mr. [redacted] requested a letter separate from our response to your office confirming we requested the agency update his credit file.  However, we have attached a copy of the separate letter we have mailed to Mr. [redacted] on June 30, 2016.  Please note this letter was mailed to the address Mr. [redacted] has provided in his correspondence to your office as it does not match the address on Mr. [redacted]’s T-Mobile account.  We regret any inconvenience Mr. [redacted] may have experienced.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response
 
Attachment

January 13, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 6, 2017, 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 any concerns Mr. [redacted] has experienced regarding his expected refund for his returned device. T-Mobile records indicate that on September 18, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 256GB device. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Mr. [redacted] was asked to make a down payment in the amount of $601.29 and agree to a series of 24 monthly installments in the amount of $19.00. At the time of Mr. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. T-Mobile records confirm that Mr. [redacted] returned the device to T-Mobile, using the tracking number [redacted], which was successfully delivered to our warehouse on November 4, 2016. Due to an inadvertent error, the down payment in the amount of $601.29 was not refunded to Mr. [redacted]. However, T-Mobile has confirmed with Mr. [redacted] that the refund of $601.29 was successfully processed and received on January 6, 2017. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to place a credit toward the account in the amount of $206.00, in lieu of his monthly recurring service charges. Mr. [redacted]’s account currently has a credit balance of $206.00. T-Mobile regrets any inconvenience caused 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. 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.
Sincerely,
[redacted]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 20, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted] and we appreciate the opportunity to address her concerns. T-Mobile records confirm that as of March 10, 2017, Ms. [redacted] is subscribed to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan, which for $75.00, provides one voice line with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that on March 28, 2017, Ms. [redacted] added an additional mobile internet line which for $25.00 provides unlimited data for a tablet device.
T-Mobile records indicate that on March 28, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of Samsung Tab S2 device. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $25.99 and agree to a series of 24 monthly installments in the amount of $26.00. Please note that with the above mentioned services Ms. [redacted]’s monthly recurring charges would be $126.00.
In order to amicably resolve Ms. [redacted]’s concerns T-Mobile has agreed to enroll her in our Insider Hookup Promotion which would provide her a monthly 20% discount and the ability to continue enjoying the mobile internet services. Please note that the 20% is deducted from the base amount in service charges not including equipment. The 20% discount would bring the service charges to an amount of $80.00 plus the equipment charges of $26.00 to a monthly recurring charge of $106.00. Please note that any type of late payment or suspension fee etc. would cause this amount to fluctuate.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Retail and 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.
Thania R[redacted] Executive Response

June 30, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of...


Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2016, regarding the above-referenced account. 
 
T-Mobile is sorry to lose Mr. [redacted] as a customer and we regret any concerns with his final payment and overpayment refund status.
 
T-Mobile records confirm that Ms. [redacted] canceled his T-Mobile account on May 11, 2016, when he ported his mobile number to a different service provider.  Mr. [redacted]'s billing cycle run from the 23rd of one month to the 22nd of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through May 22, 2016.
 
Further review confirms that Mr. [redacted] last remitted payment to T-Mobile on April 27, 2016, in the amount of $89.85 with VISA card ending in [redacted]. The payment was for his monthly service charges for the period from April 23, 2016, through May 22, 2016, and left the account with a credit balance in the amount of $7.36.  Please note that records further confirm that on June 10, 2016, T-Mobile refunded $7.36 to Mr. [redacted]'s same method of payment VISA card ending in [redacted].
 
On June 27, 2016, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information presented above.  Mr. [redacted] confirmed to us that he received his refund in the amount of $7.36.  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.
 
Maggie R[redacted]
Executive Response

Date Sent: 12/24/2015 2:31:19 PMDecember 24, 2015 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 November 21, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Ms. [redacted] encountered with receiving his refund. Our records confirm that on October 29, 2015, we refunded Mr. [redacted] payments of $449.00 back to him at his billing address with a prepaid debit card. Unfortunately, the address on Mr. [redacted] account was not correct and the refund card was returned as undeliverable. Additional records confirm that on November 2, 2015, Mr. [redacted] remitted another payment toward his account in the amount of $220.00. As such, we verified the correct address with Mr. [redacted] and on December 14, 2015, a prepaid debit card was mailed to him to refund him for all of his payments totaling $669.00. Mr. [redacted] can expect to receive the refund card within 7 to 10 days from the above date. Mr. [redacted] account remains closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

September 28, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 23, 2015, regarding the above-referenced account. 
 
T-Mobile regrets that Mr. [redacted] had any discrepancy with the payment that we received via EasyPay on September 19, 2015.  Mr. [redacted]’ EasyPay payment option was updated with his bank account information on July 4, 2015.  EasyPay is a free payment feature that automatically debits the balance due on an account approximately two to three days prior to the due date by electronically debiting a customer’s checking account, debit card, or credit card of their choice.  Mr. [redacted]’ account has been enrolled in EasyPay since it was activated on April 25, 2014.  On July 4, 2015, Mr. [redacted] contacted Customer Care and updated the payment information for EasyPay.  Mr. [redacted]’ billing cycle runs from the 29th of each month through the 28th of the following month and the billing statement is due by the 21st of the month.  Since Mr. [redacted] has been enrolled in EasyPay, his monthly billing statement had been paid each month with his debit card and then on July 4, 2015, Mr. [redacted] provided his checking account information and requested that payments be debited from his checking account and the payments dated July 19, 2015, August 19, 2015 and September 19, 2015 were all debited from his requested checking account as he requested.
 
Mr. [redacted]’ account is enrolled in paperless billing and T-Mobile provides Mr. [redacted] with an email and text message each month when his billing statement is ready to be reviewed.  The email is sent each month approximately around the first of the month and gives Mr. [redacted] more than two weeks to view the billing statement to ensure he agrees with the charges.  If Mr. [redacted] does not agree with the charges, he may contact us immediately so that we can address his concerns and provided that he requests to cancel EasyPay within two business days from the date the payment is scheduled to be processed, we can remove EasyPay. 
 
On June 27, 2015, Mr. [redacted] filed an insurance claim with [redacted] for an Apple iPhone 6 16GB Grey handset for his mobile number ending in [redacted].  [redacted] shipped a replacement Apple iPhone 6 16GB Grey handset to Mr. [redacted] on June 29, 2015; per [redacted] tracking number [redacted].  Mr. [redacted] was provided with a pre-paid United States Postal Service ([redacted]) shipping label and instructed to return the damaged Apple iPhone 6 16GB Grey handset to avoid a non-return fee.  The handset that qualified for the exchange with IMEI number [redacted] has not been returned to [redacted] and a non-return fee in the amount of $389.95 was charged to Mr. [redacted]’ account.  Mr. [redacted]’ billing statement dated August 28, 2015 reflected a total balance due in the amount of $574.84 for monthly access charges for services from August 29, 2015 through September 28, 2015, Equipment Installments, the [redacted] non-return fee, taxes and surcharges and the balance was due by September 21, 2015.  Mr. [redacted]’ billing statement was ready for him to view online as of September 1, 2015 and his payment was not scheduled to be paid with EasyPay until September 19, 2015.  T-Mobile records do not indicate that Mr. [redacted] contacted us to dispute the balance of $574.84 prior to when the payment was processed on September 19, 2015. 
 
On September 19, 2015, the balance in the amount of $574.84 was paid via EasyPay with Mr. [redacted]’ checking account.
 
On September 22, 2015, EasyPay was cancelled at Mr. [redacted]’ request.  When T-Mobile received Mr. [redacted] concerns, we checked the inventory at our National Return Center (NRC) and the [redacted] return center and we confirmed that neither T-Mobile nor [redacted] has received the Apple iPhone 6 16GB Gray handset that qualified for the replacement from [redacted] on June 27, 2015.  T-Mobile contacted [redacted] and requested the return tracking number that they provided to Mr. [redacted] and the [redacted] return tracking number was [redacted], which indicates that [redacted] received equipment from Mr. [redacted] on July 3, 2015.  Unfortunately, the equipment appears to have been lost by [redacted].  Upon receiving this information, on September 25, 2015, T-Mobile issued a credit in the amount of $389.95 to Mr. [redacted]’ account for the [redacted] non-return fee.  In addition, we issued an additional $100.00 credit to his account because he mentioned that he was charged bank fees as a result of the payment from September 19, 2015.  On September 25, 2015, T-Mobile issued an electronic refund in the amount of $489.95 to Mr. [redacted]’ financial institution for the disputed non-return fee and bank fees.  Mr. [redacted] was advised that if his bank charged more than $100.00 in bank fees as a result of the September 19, 2015 payment that he may email an unaltered copy of his bank statement that shows the running balance from September 18, 2015 through the current date and we will approve a refund for any bank fees exceeding $100.00 once we receive his bank statement, which can be emailed to my attention to [redacted]@T-Mobile.com.  Mr. [redacted] refund should be available to him within one to three business days.  The refund reference number is [redacted].  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

October 13, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 7, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. T-Mobile regrets any confusion Mr. [redacted] may have experienced in regards to his recent handset exchange. Our records confirm that when Mr. [redacted] activated his account on April 16, 2014, he purchased a Samsung Galaxy S5 handset using our Equipment Installment Plan (“EIP”) offering. Please note that by purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If a device is received with physical damage, an out of warranty plus tax is assessed to the account. This information is disclosed at the time an order is placed, as well as in the collateral included with the replacement device. Our records confirm that on July 24, 2015, following the completion of device troubleshooting, a Handset Exchange Program order was placed for Mr. [redacted] Samsung Galaxy S5 handset. Upon receipt of Mr. [redacted] non-working handset, our trained technicians inspected the device, and confirmed that the device had incurred physical damage to the camera lens. An image of the damage can be viewed at https://[redacted] As such, on August 11, 2015, an out-of-warranty fee and applicable taxes in the amount of $433.00 was assessed to Mr. [redacted] account. In an effort to amicably resolve Mr. [redacted] concerns, on September 23, 2015, a credit of $100.00 was offered and accepted towards the out-of-warranty fee. Along with Mr. [redacted] monthly access charges, the balance owed at that time was $407.06. Mr. [redacted] remitted a payment of $101.77 on October 8, 2015, and the remaining $305.29 was placed on an extended payment schedule (“EPS”), allowing Mr. [redacted] to break up the balance over 8 payments of $38.16. However, in an effort to amicably resolve Mr. [redacted] concerns, on October 9, 2015, T-Mobile spoke to Mr. [redacted] and cancelled the EPS. Additionally, T-Mobile issued a credit to Mr. [redacted] account in the amount of $155.29, reducing the balance to $150.00, which equals the deductible amount for the device if a handset protection claim had been filed. Mr. [redacted] account remains active, with a balance of $150.00. A hold has been placed on Mr. [redacted] account through October 23, 2015, to allow him time to arrange for payment without interruption of service. It is important to note, however, that a past due amount remains on the account on October 23, 2015, Mr. [redacted] service may be interrupted. Mr. [redacted] may contact Customer Care at [redacted] to arrange for payment. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

August 11, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile handset and her device protection plan.  According to our records, on March 10, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 handset through our Equipment Installment Plan ("EIP") program wherein she was required to remit payment for taxes on the full retail price and agreed to 24 monthly installments in the amount of $24.00.    Please note that Ms. [redacted]’s mobile number ending in 6785 was subscribed to the $12.00 monthly JUMP! 2.0 feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.    As Ms. [redacted] had equipment protection on the account she had the choice to process a claim through Assurant, the third party provider.  When a claim is filed a deductible is charged by Assurant.  Please be advised that Assurant has Terms and Conditions separate from T-Mobile.   On May 26, 2017, Ms. [redacted] cancelled her mobile number ending in 6785 when she transferred it to another service provider.  Please note that the above-referenced EIP remains valid and owed.    However, as a courtesy to Ms. [redacted] and upon speaking to her, on August 4, 2017, T-Mobile offered to apply a onetime credit toward her account in the amount of $48.00 for the cost of the JUMP! 2.0 feature over the past four billing periods.  Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns.    Ms. [redacted]’s account remains active with a balance of $444.66 which consists of monthly access charges, monthly EIP charges, applicable taxes, and fees from the billing statements dated June 3, 2017, and July 3, 2017.  As an additional courtesy, T-Mobile has placed a hold on Ms. [redacted]’s account to prevent service interruption and to allow for Ms. [redacted] to remit payment for her outstanding balance.  Please note that this hold will expire, on August 26, 2017, at which time regular collection activity will resume for any remaining outstanding balance.  T-Mobile recommends that Ms. [redacted] contact T-Mobile Customer Care at her earliest convenience to make payment arrangements in order to avoid service interruption.  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.   Brandon M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Rep call me and said that they will pay me the amount I was not paid, and if I still wanted to continue or discontinue services with me they would pay off any fees owing them. I sent the bills to rep and was told they were only going to pay for phones but not service bill owing [redacted].  Even though bill was current they did not pay off bill per advertisement and agreement.  At this time I am not totally certain just how much of the final bill they will pay off since they did not honor original advertisement and final agreement.
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]r

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. But please note for your record:  T- Mobile did in fact, contact me and I did NOT refuse to discuss the matter.  I am aways quite open to discuss matters such as these on an adult level.  The gentleman that called made it a point several times from the beginning that all he wanted to do was read me his script.  His exact words.  I simply told him that I was not interested in his script and told him he should contact the Revdex.com in reference to this matter.  He had no intrest in discussing the matter at all and endd the phone call when I made it clear that I was recording it.  Thank you Revdex.com for your help.  It is a sad day that we let these thieves do business in our great country.Sincerely, [redacted] US Navy (Retired)Combat Disabled Veteran

January 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] Mobile Numbers: XXX-XXX-[redacted] and XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 5, 2016, regarding the above-referenced mobile numbers. T-Mobile regrets any continued frustration Mr. [redacted] encountered when speaking with Customer Care. As stated in our previous response, Mr. [redacted]’s above numbers were successfully transferred back to [redacted]. T-Mobile takes account security and identity theft very seriously. When a customer reports to us that their number has been transferred to T-Mobile without their authorization, our procedure is to request validation from the customer that they were the previous owner of the number. Upon this verification we are then able to work with the other carriers Number Transfer Team toward resolution. We sincerely apologize if Mr. [redacted] was not immediately made aware of our standing procedure. We appreciate the feedback provided by Mr. [redacted] and will ensure that the representatives who spoke with him initially are up to date with our procedures regarding unauthorized number transfers. 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. Brian W[redacted] Executive Response

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

receipt of your correspondence dated August 6, 2016, regarding the above-referenced prepaid number. Please be advised we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret Ms. [redacted]’s poor experience with her payment and subsequent issues with the resolution provided by T-Mobile. Please be advised in T-Mobile’s correspondence to your office dated July 21, 2016 under file number [redacted], T-Mobile offered to credit Ms. [redacted]’s prepaid number a total of $84.00 to amicably resolve her concerns. T-Mobile records confirm $48.00 was credited successfully; however, due to an inadvertent error, the remaining difference of $36.00 was not credited to Ms. [redacted]’s prepaid number. In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile provided Ms. [redacted]’s repaid number a credit of $48.00, or the equivalent of one-month of her prepaid service charges. T-Mobile will make additional attempts at contacting Ms. [redacted] to review and confirm this resolution meets her expectations. 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. Kimo 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. I did not dispute what I was told and what I signed prior to the return of the broken phone. That was already established in my initial complaint. Where my complaint was is what little proof or defense the customer has once they do return the phone, and regardless of the pictures offered only at this point, that still doesn't change what I stated before. If the phones are not inspected in person, ANYTHING could happen after it is out of that customers hands.I appreciate T-Mobiles response and service prior to this incident. I only hope that the half credit offered can be refunded instead as my account is now closed so a credit wouldn't do any good.Sincerely, [redacted]

February 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 9, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her billing. Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. T-Mobile records confirm that Ms. [redacted]’s billing cycle ran from the 27th of the month to the 26th of the following month, with payment due on the 19th. If during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as obviously we cannot predict charges outside of their normal monthly reoccurring charges in advance; this is also true of the adding or removal of monthly billed features performed mid cycle.
T-Mobile records show that Ms. [redacted]’s billing statement from October 27, 2016, through November 26, 2016, due December 19, 2016, was for $348.34, which included a past due amount of $161.30 from her previous billing statement as well as monthly recurring charges, taxes, and applicable fees for the period of October 27, 2016 through November 26, 2016. Our records confirm that on November 7, 2016, the above-referenced account was suspended for non-payment.
Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to suspension and or cancellation. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a $20.00 per line fee may be assessed. Ms. [redacted] remitted a payment on December 13, 2016 in the amount of $61.60.
Ms. [redacted]’ following billing statement from November 27, 2016, through December 26, 2016, due February 19, 2017, was for $394.99 which included a past due balance in the amount of $235.99 and monthly recurring charges, taxes, and applicable fees for the period of November 27, 2016 through December 26, 2016. T-Mobile records confirm that Ms. [redacted] remitted payments on December 28, 2016, January 25, 2017, in the amount of $77.22, on February 10, 2017, in the amount of $94.19, and on February 16, 2017, a payment of $108.46 was made leaving the account balance in the amount of $128.05.
T-Mobile records confirm that Ms. [redacted] is currently on our Simple Choice North America plan for $50.00 a month with 6GB of high speed data. Further records confirm that from October 27, 2016, through November 26, 2016, Ms. [redacted] used 7.78 GB of data. From November 27, 2016, through December 26, 2016, Ms. [redacted] used 6.86 GB of data. From December 27, 2016, through January 26, 2017, Ms. [redacted] used 6.81 GB of data. Therefore, this is the cause of slower speeds of data.
As we want to ensure that our customers are provided the best experience possible, on February 14, 2017, T-Mobile educated Ms. [redacted] on Bill Current and offered to adjust $128.05 on her account as a gesture of goodwill. Additionally, T-Mobile offered to change Ms. [redacted]’ rate plan to our grandfathered Select Choice plan for $45.00 per month including unlimited data resulting in a lower bill with more data. Ms. [redacted] has agreed to and accepted our offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

July 15, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2015, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted] concern. T-Mobile records confirm that on June 5, 2014, the above-referenced account was activated with two mobile internet lines and two Apple iPad Air 16GB tablets on T-Mobile’s Equipment Installment Plan (“EIP”). 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. T-Mobile records confirm that the account was canceled on August 18, 2014, due to lack of payment and was referred to collections on September 28, 2014. T-Mobile records confirm that Mr. [redacted] contacted T-Mobile’s Risk Assessment Team and was referred to the collection company for a Collection Dispute Form. Please note that T-Mobile does not have a record of receiving a copy of the dispute form and on July 9, 2015 opened an investigation on Mr. [redacted] behalf. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated. Therefore, Mr. [redacted] has been absolved of all financial responsibility for this account. In addition, 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. T-Mobile encourages Mr. [redacted] to contact the three major credit bureaus to make them aware that he has been a victim of identity theft. They will instruct Mr. [redacted] further on how to protect himself against future fraudulent activity. Here is the contact information for the three major credit bureaus: • [redacted] PO Box [redacted] Allen, TX 75013-0[redacted] PO Box [redacted] Atlanta, GA 30374 [redacted] PO Box [redacted] Fullerton, CA 92834 [redacted] Fax [redacted] Please note that T-Mobile has also emailed Mr. [redacted] a letter confirming that the account was substantiated as fraud and has been removed from collections for him to provide to the credit bureaus. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

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

(“T-Mobile”) is in receipt of your correspondence dated March 16, 2017, regarding the above-referenced account.
T-Mobile does regret any inconvenience to Mr. [redacted] in his efforts to obtain his $25.00 upgrade rebate.
T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This program offers new customers a $25.00 Reward Card for each new device or tablet that is purchased.
T-Mobile records indicate on September 30, 2016, Mr. [redacted] purchased four new handsets. As such, Mr. [redacted] was eligible for four $25.00 Reward Cards. Due to inadvertent error, three of the four Reward Card submissions were initially declined however on March 10, 2017, Mr. [redacted]’s Reward Cards were reprocessed and approved. T-Mobile contacted Mr. [redacted] on March 22, 2017 via telephone and confirmed that his concerns had been addressed. Mr. [redacted] should receive his Reward Cards within 8 weeks. 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.
Martin G[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. T-Mobile provided additional information that clarifies why my current plan was not receiving the 15% discount. And admits representatives may have been mistaken when quoting my original price.
Tmobile also offers a comparable plan that does accept mydiscount. I spoke to Tmobile on the phone. The representative helped me to change to this new plan which should be $100/month - 15% discount + taxes = ~$93/month
As long as my ongoing bill is now ~$93/month I consider this matter resolved.
Thank you.
Sincerely, [redacted]

June 7, 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 27, 2016, 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 her concerns with this letter. T-Mobile regrets any frustration Ms. [redacted] has experienced with coverage. We have reviewed the coverage surrounding Ms. [redacted]’s billing address and verified that she resides in an excellent LTE coverage area. Further review confirms that the tower that services Ms. [redacted]’s billing address was undergoing maintenance which may have been degrading the service at her home. However, the tower maintenance was recently completed. Therefore, Ms. [redacted] should no longer be experiencing issues at her billing address. If Ms. [redacted] continues to experience issues we encourage her to contact our Customer Care team by calling 800-937-8997 and we would be happy to troubleshoot her concerns. T-Mobile regrets any frustration Ms. [redacted] encountered with her equipment. In reviewing Ms. [redacted]’s account our records reflect that June 18, 2014, she purchased a Samsung Galaxy S5 for her number ending in [redacted]. Unfortunately, Ms. [redacted]’s equipment is no longer covered by the Limited Warranty and she is not subscribed to the Premium Handset Protection feature. Therefore, Ms. [redacted]’s equipment is no longer eligible for replacement through our Handset Exchange Program. As a courtesy to Ms. [redacted], we have ended the Equipment Installment Plan loan which she had for the Samsung Galaxy S5 and waived the remaining balance of $27.50. If Ms. [redacted] requires new equipment, she must purchase a new device through our Handset Upgrade Program. For a price quote on our current selection of equipment Ms. [redacted] may contact Customer Care at 800-937-8997, visit a T-Mobile retail store or visit www.T-Mobile.com. Finally, T-Mobile regrets any concerns Ms. [redacted] has with her rate plan. Additional records reflect that Ms. [redacted] is subscribed to the $40.00 Simple Starter rate plan with the $5.00 2GB Data feature. It is important to note that this is a grandfathered feature and does not include any of the new features which are available with our current rate plans. We encourage Ms. [redacted] to change her rate plan to our new $50.00 Simple Choice North American Unlimited Talk, Text and 2GB data rate plan. This rate plan includes Simple Global. Simple Global provides discounted calling and free unlimited text and data when customers travel to a Simple Global country and is included with eligible plans at no additional charge. If Ms. [redacted] is interested in changing her rate plan and taking advantage of our Simple Global rates while traveling outside of the USA, she may contact Customer Care at 800-937-8997. Ms. [redacted] may review our current international rates by visiting www.T-Mobile.com. In an effort to amicably resolve this issue, we have applied a $131.44 credit to Ms. [redacted]’s account to bring her outstanding balance to zero and to provide her with an additional month of service at no cost. This credit reduced Ms. [redacted]’s current balance to a credit balance of $51.87. Ms. [redacted] may verify her outstanding balance by visiting www.T-Mobile.com or by dialing #225# on her T-Mobile device. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response