T-Mobile Usa Inc

August 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 August 20, 2015, regarding the above-referenced account. As of the date of this letter, T-Mobile is pleased to report that we have successfully contacted Ms. [redacted] and that we are currently working to resolve the matter to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with her recent coverage issues. In Ms. [redacted] letter to your office, she indicates that she is unable to use her device in and around his household. It’s important to note that although T-Mobile has verified that the address on Ms. [redacted] account to be located in a good service area, unfortunately, there are a number of factors that can adversely affect coverage, which ultimately may interfere with actual service, quality, and availability. Our records confirm that on August 3, 2015, Ms. [redacted] contacted our Technical Department to report the above mentioned issues with coverage. At that time, troubleshooting began. Our records confirm, Ms. [redacted] was informed she could purchase new equipment, which would be able to utilize the WI-FI network for making and receiving calls as an alternative to the T-Mobile network in places where coverage may be limited. This is because the Apple iPhone 5 devices being used by [redacted] and [redacted] are only capable of utilizing the WI-FI network for data services and not for making and receiving calls. Furthermore, our records also confirm that Ms. [redacted] is currently in possession of a T-Mobile Signal Booster. T-Mobile Signal Boosters are a group of unique and simple solutions that 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, due to an administrative error, a return kit for the signal booster was requested and mailed to Ms. [redacted] mailing address. Please be advised, T-Mobile has canceled the return request of the T-Mobile Signal Booster. However, T-Mobile will monitor Ms. [redacted] account for the next 30 days, in the event that she is inadvertently assessed a non-return fee, for which T-Mobile will adjust in full. Additionally, on August 19, 2015, a service ticket was filed in order to further investigate Ms. [redacted] coverage concerns. However, upon further review of Ms. [redacted] service area and her concerns regarding her coverage, our Engineering Team has confirmed that no technical issues currently exist and that the towers servicing her coverage area are performing as normal. Nevertheless, upon speaking with Ms. [redacted] on August 26, 2015, we have submitted communications to our Engineering Team in order to determine if any alterations can be made to enhance the signal output of the sites currently servicing Ms. [redacted] coverage area. Upon completion of our investigation, T-Mobile will contact Ms. [redacted] and apprise of our findings. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Technical Care Department. 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. Emilio S[redacted] Executive Response

September 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 1, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding the return of her handset. Our records confirm on August 18, 2017, Ms. [redacted] purchased an Apple iPhone 6S. At the time of Ms. [redacted]’s purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 20 day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (“EIP”) entered into at the time of the original purchase.
On August 30, 2017, Ms. [redacted] contacted T-Mobile about returning the Apple iPhone 6S within the return period. Ms. [redacted] was provided a pre-paid UPS shipping label through email to ship back the handset. On September 1, 2017, T-Mobile advised Ms. [redacted] that we were unable to mail out a pre-paid UPS shipping label for the return of the handset within the return period.
On September 11, 2017, in an effort to amicably resolve this matter, T-Mobile deposited a voicemail providing Ms. [redacted] the address to a UPS location where they would be able to print out the return shipping label for her. On September 13, 2017, Ms. [redacted] confirmed the Apple iPhone 6S had been shipped back. In an effort to further resolve this matter, T-Mobile agreed to follow up on September 22, 2017, to confirm the handset had been received back and initiate a full refund.
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.
Carolina F[redacted] Executive Response

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 17, 2017, regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting Mr. [redacted] regarding his correspondence to your office. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Diana J[redacted]
Executive Response

January 31, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 29, 2017, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns regarding the billing cancellation and of his account. Our records confirm that on December 18, 2016, Mr. [redacted] contacted T-Mobile Customer Care and requested to cancel his account. As Mr. [redacted] mentions in his letter to your office, his billing cycle ran from the 15th of one month to the 14th 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, Mr. [redacted] was billed through January 14, 2017. Regretfully, due to an inadvertent error, Mr. [redacted]’s account remained active until January 28, 2017 upon notice that his account did not cancel as requested. At that time, T-Mobile ensured that the account was canceled and issues credits totaling $49.72 which were equal to monthly access charges from January 15, 2017, to February 14, 2017. Based on the above, the remaining charges of $50.17 for service charges between December 15, 2016 and January 14, 2017 remained valid and owed. However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $50.17. As such, Mr. [redacted]’s account remains closed with a zero balance. 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. Alberto V[redacted] Executive Response

May 25, 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 14, 2016, regarding the above-referenced account. We regret any issues Mr. [redacted] experienced while upgrading his device with the JUMP! feature and we appreciate the opportunity to review and address his concerns. On February 27, 2016, Mr. [redacted] processed his upgrade online which required that the he mail the JUMP! upgrade eligible handsets that were being traded-in to our return center. The trade-in value of the handsets is based upon the condition of the handsets and confirmed by questions answered by Mr. [redacted]. He was then presented with the terms and conditions of the trade-in and offered a total trade in credit of $797.75 for his two Samsung Galaxy S6 Edge handsets. After accepting the trade-in agreement, a mailing label with return instructions was provided to Mr. [redacted]. The return instructions notified Mr. [redacted] to review the full terms and condition before shipping out his handsets. Once the handsets are received, they are inspected and if found to be in acceptable condition, the EIP for the handsets is credited. Please be advised our terms and conditions that were provided to Mr. [redacted], state that the credit may take up to three billing cycles to be applied. On May 19, 2016, T-Mobile spoke to Mr. [redacted] and advised once his cycle closed his account would be adjusted accordingly. On May 23, 2016, Mr. [redacted]’s open EIP of $649.79 for the two handsets was credited and closed. Mr. [redacted] was also issued credits in the amount of $194.94 for the EIP installments that were previously charged and his account now reflects a balance of $71.78. T-Mobile contacted Mr. [redacted] on May 24, 2016, and he accepted this as a resolution and has 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 RExecutive Response

July 24, 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 17, 2015, regarding the above-referenced account. 
 
T-Mobile regrets any billing concerns Ms. [redacted] may have experienced.  Please note that 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 a The T-Mobile Advantage Program.  This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective.  Our records confirm Ms. [redacted]’s affiliation with the Department of Veteran’s Affairs, which provides a 15% monthly discount to eligible rate plans.
 
T-Mobile records confirm that Ms. [redacted]’s account is subscribed to the now grandfathered Simple Choice Unlimited 4G LTE Data Family promotional rate plan which offers unlimited nationwide calling, unlimited messaging, and unlimited 4G LTE data for $100.00 per month before tax.  Please note that this is a promotional rate plan which is not eligible for any other discounts.
 
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted] on July 23, 2015, T-Mobile has offered to apply a $180.00 credit to Ms. [redacted]’s account which is equivalent to 12 months of a $15.00 discount to Ms. [redacted]’s rate plan.
 
Alternately, if Ms. [redacted] wishes to terminate her T-Mobile service, T-Mobile has offered for Ms. [redacted] to return her Samsung Galaxy S4 handset, Samsung Galaxy S6 handset, and charger to my attention at the address below:
 
Executive Response
Attn: Brandon M[redacted]
Albuquerque, NM 87107
 
Upon receipt of Ms. [redacted]’s equipment in an acceptable condition, T-Mobile will credit the remaining Equipment Installment Plans (“EIPs") for the above noted handsets.  In addition, T-Mobile will apply a credit in the amount of $226.63 which is equivalent to the amount paid to[redacted] Ms. [redacted]’s Samsung Galaxy S6.  T-Mobile recommends that Ms. [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account. 
 
Please be advised that T-Mobile is offering a thirty (30) day period for Ms. [redacted] to consider our offers.  If Ms. [redacted] wishes to accept one of our offers then she may contact me directly at the number below. 
 
Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contacts with our Customer Care department.  T-Mobile regrets any inconvenience to Ms. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Brandon M[redacted]
Executive Response

September 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 September 12, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account and appreciates the opportunity to address her concerns. T-Mobile records reflect that Ms. [redacted] activated three new mobile numbers ending in [redacted] on August 26, 2015, [redacted] on March 22, 2017, and 2076 on June 5, 2017. T-Mobile records indicate that from August 22, 2015, through June 5, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Prime, Apple iPhone 32GB, and Apple iPhone 6s 16GB. 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.
As Ms. [redacted] mentioned in her correspondence to your office on September 12, 2017, she indicated that she requested to utilize the JUMP! Benefit on her line ending in [redacted]. The JUMP! feature provides 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. Unfortunately, due to an inadvertent system issue Ms. [redacted] was unable to redeem the JUMP! Benefit at the initial retail store she visited.
Please be advised that the services described in Ms. [redacted]’s letter are services offered by T-Mobile TV, a third-party service provider whose application is loaded on Ms. [redacted]’s handset. T-Mobile TV is a free and monthly subscription service that provides T-Mobile customers with access to live news and sports events as well as convenient access to primetime TV and children’s programming. Although a portion of the services are free, in order to receive the premium services for which she was billed, she accepted the terms and fees presented on the handset.
Although it is T-Mobile’s position that all of the charges for the monthly subscription are valid, on June 5, 2017, a credit in the amount of $506.61 was issued to the account for the disputed T-Mobile TV charges.
In an effort to amicably resolve Ms. [redacted]’s concerns, on September 12, 2017, T-Mobile applied a credit of $302.36 for the services associated with the above mentioned lines of service. T-Mobile also changed Ms. [redacted]’s rate plan to our promotional T-Mobile One two line rate plan for $110.00 per month. Please note that this promotional rate plan has the option to receive a $5.00 monthly bill credit per line when enrolled in autopay, effectively making the plan two lines for $100.00 should Ms. [redacted] add autopay. As an additional gesture of goodwill, T-Mobile will allow Ms. [redacted] to return the equipment she is no longer using to my attention within 30 days of the date of this letter at the address below. Once in receipt of the equipment, T-Mobile will absolve Ms. [redacted] of the remaining EIP balance.
Executive Response
Attention: Andrew S[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location. 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.
Andrew S[redacted]
Executive Response

June 24, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[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 datedJune 17, 2015, regarding the above-referenced account.   T-Mobile records indicate that on March 28, 2015, [redacted]qualified for and took advantage of our Equipment Installment Plan (“EIP”)offering with the purchase of a Samsung Galaxy S 6 handset.  EIP is a payment option that allows eligiblecustomers to purchase handsets by making a down payment at the time of purchaseand agreeing to pay the remaining balance in 24 installments.  Accordingly, [redacted] was asked to make a down payment in the amountof $99.99 and agree to a series of 24 monthly installments in the amount of $27.50. Additionally on March 29, 2015, [redacted] contacted T-Mobile andrequested that a Samsung Galaxy S 6 Edge handset be sent to him.  [redacted] was then asked to makea down payment in the amount of $99.99 and agree to a series of 24 monthlyinstallments in the amount of $27.50.  If a customer has an open EIP andthe account is canceled, any remaining open EIP balance on the canceled accountis accelerated and becomes due with the final billing statement.  Thisinformation is disclosed within the EIP agreement provided at the time ofpurchase.  When the account was canceledon May 12, 2015, the remaining EIP balance of $1,122.34 was accelerated andposted to the final billing statement dated May 25, 2015.   T-Mobile records confirm that [redacted] returned the SamsungGalaxy S 6 handset to T-Mobile on April 8, 2015.  Due to an inadvertent error, the remaining EIPbalance for the handset was not closed when the device was returned.  T-Mobile records further indicate that on May 19, 2015, a credit in theamount of $660.00 was applied to the account for the remaining EIP balance.  In addition, a refund in the amount of $153.00 was requested to be placed backinto [redacted]’s bankaccount for the down payment, shipping cost, and all applicable taxes.  If [redacted] has questions about thisrefund he should contact his financial institution directly.  Please be advised that the account currently remains closed with abalance due, as of June 19, 2015, in the amount of $759.84. This balance consistsof the remaining EIP balance due on the Samsung Galaxy S 6 Edge handset.  [redacted] may contact Customer Care at[redacted] to discuss payment options.  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

Hello,
 
Please help me update and response to this complaint. I was on a trip out of the country and just came back last night and it wouldn’t be fair for the business to show that I remain dissatisfied when I in fact am satisfied with the resolution and timely address to this issue by Mr. R[redacted] and T-Mobile.
 
Regards,
 
[redacted]

February 23, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 10, 2018, regarding the above-referenced account.  T-Mobile records reflect that the account holder of record [redacted] and [redacted], are one and the same. T-Mobile regrets any concerns that Ms. [redacted] has experienced with her account with regards to the final balance on her account.  Our records confirm that on November 11, 2017, Ms. [redacted] cancelled six of her seven voice lines of service by porting out to another service provider.  On November 13, 2017, Ms. [redacted] contacted our Customer Care and requested to cancel the remaining line of service on her account.  Due to an inadvertent error the line remained active.On January 22, 2018, Ms. [redacted] contacted our Customer Care and cancelled the final voice line; the account remained closed with a balance of $577.54.  The balance includes services rendered as well as non-return fees for two CellSpot Routers in the amount of $211.36.On February 6, 2018, the coverage devices were confirmed as returned and a credit was issued for the fees of $211.36 which updated the balance to $366.18.  Ms. [redacted] then contacted our Customer Care and a courtesy credit in the amount of $366.18 was entered as there was no registered usage on the account.  It is important to note Ms. [redacted]’ account was not transferred to a third-party collection agency.  On February 13, 2018, we spoke to Ms. [redacted] and clarified that the account remains closed with a zero balance.  Ms. [redacted] was satisfied with the resolution we presented to her.  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.Belen L[redacted]Executive Response

August 18, 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 August 4, 2017, regarding the above-referenced account.
We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. Please note that all decisions concerning the customer relationship are made without regard to age, race, color, religion, creed, sex, sexual orientation, national origin, marital status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our company values and will not be tolerated. Please be advised that Ms. [redacted]’s concerns will be forwarded to the appropriate department for investigation; however, T-Mobile does not disclose the results of internal employee matters as they are proprietary and confidential. T-Mobile regrets any inconvenience Ms. [redacted] or her son may have experienced and we appreciate Ms. [redacted]’s feedback.
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 P[redacted] Executive Response

May 17, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 May 14, 2017 regarding the above-referenced account.    T-Mobile is always working to improve its coverage, and we are sorry to hear that our service did not meet Mr. [redacted]’s needs and that he has chosen another wireless service provider.  Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect good coverage.  As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day.    Additionally, T-Mobile records indicate that Mr. [redacted] subscribed to our prepaid service which per the terms agreed to upon activation is non-refundable in all circumstances.  Thus Mr. [redacted] would only receive credit for his returned equipment, assuming it was returned within the return period, upon cancellation.   However, in an effort to amicably resolve the matter, on May 17, 2017, T-Mobile issued a refund to Mr. [redacted] for $106.25 in the form of a prepaid MasterCard.  The card will be produced and mailed by Citibank and Mr. [redacted] should allow ten to fourteen days to receive the card at his address of record.  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.   David T[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]

December 16, 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 December 4, 2015, regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] experienced regarding the loss of her data and her handset. As Ms. [redacted] mentions in her correspondence, on December 29, 2014, she took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of a Samsung Galaxy Avant handset. Please note that when customers contact our Customer Care department to report issues with their handset or service, they are walked through troubleshooting steps in an effort to evaluate and resolve service or handset related issues. When all other troubleshooting steps are exhausted, a final step in this process is to reset the handset back to the factory settings, which results in all data being removed from the handset. While we do regret any concerns, it is important to note that T-Mobile is not liable for any loss of information as a result of troubleshooting. Customers are responsible to ensure that any important data is saved prior to speaking with Technical Care or troubleshooting in store. Please note there are several avenues available via third party applications to store information digitally. T-Mobile respectfully declines Ms. [redacted]’s request for a free $500.00 valued handset and 24 months of service at no cost. However, In an effort to amicably resolve Ms. [redacted]’s request, T-Mobile would like to reoffer the Samsung Galaxy Grand Prime handset as a replacement for her current handset. Additionally, T-Mobile has offered a credit of $61.43, which is equivalent to one month of service. Please note that Ms. [redacted] can reach out to me at [email protected] Attn: Ruben or at the number provided below to take advantage of our offer. Ms. [redacted] has until January 15, 2016, to reach out to me before the offer expires. Please be advised that Ms. [redacted]’s account remains active with a balance of $61.43. 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. Ruben A[redacted] Executive Response

Hi,
 
I am sending this Email to let you know that LG solved my problem.
I resent them my smartphone and they agreed to replace it for the unlocked model.
 
 
Thanks you so much for your help,
[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]

August 9, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 27, 2017, regarding the above-referenced account.  T-Mobile has confirmed that [redacted] and [redacted] are one and the same.  We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding our Smartphone Equality program.  As T-Mobile is always looking to provide the most competitive pricing options for our customers, we tailored our Un-Carrier move to allow customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the ori[redacted]l due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available.  However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers.    Please note, this program is available to Postpaid, Pay in Advance, Simply Prepaid and Simple Choice No Credit Check customers.  Although other account types are qualified for this promotion, only postpaid accounts are eligible to use the Equipment Installment Plan (EIP).  As such, account holders who have an account type other than postpaid, who have met the 12 month payment history requirement and who want to take advantage of the EIP program to purchase new equipment will need to convert their account to a postpaid account by visiting a retail location or contacting Customer Care.   T-Mobile records confirm that Ms. [redacted] had a Simple Choice No Credit Check account that was activated on July 14, 2016.  Ms. [redacted] made 12 on-time payments on this account and on June 25, 2017, the account was cancelled as she was transitioning to her current Postpaid account.  While the previous account did meet the number of required on-time payments, regrettably the account was cancelled in June, which did not meet the requirements for maintaining the account active for 12 months.   T-Mobile contacted Ms. [redacted] in effort to amicably resolve this matter, and as Ms. [redacted] did maintain 12 on-time payments, T-Mobile has successfully enrolled Ms. [redacted]’s account into our Smartphone Equality program.  Moving forward Ms. [redacted] will receive well qualified pricing on future device purchases.  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.   Jamen F[redacted] Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to the concerns he has about his EIP payment, the card received for reimbursement and his rate plan charges.
Please be advised that www.switch2t-mobile.com is the website that customers use to upload their final billing statement in order to receive reimbursement from their previous carrier. The webpage explains that customers will receive a pre-paid MasterCard and that it is usable with any MasterCard merchant. Our records confirm that Mr. [redacted]’s reimbursement was mailed on July 23, 2015.
T-Mobile records show that on February 18, 2017 and February 19, 2017, Mr. [redacted] made a payment in the mount of $56.66 to pay off his EIP plan for his two Samsung Galaxy S6 devices. It is important to note that the payment made on February 18, 2017 was applied towards Mr. [redacted]’s account and left him with a credit balance in the amount or $56.66. Mr. [redacted]’s billing cycle closed on February 18, 2017 and the billing statement reflected the amount due of $116.08 because the payment made reflected on the balance. Please be advised this happened the following month as well because Mr. [redacted] also made a payment on February 19, 2017 in the amount of $56.66 which posted to the billing period of February 19, 2017 to March 18, 2017.
Mr. [redacted] was left with a charge of $56.66 which was the two EIP payments in the amount of $28.33 for each handset that was pending on the billing period of January 19, 2017 through February 18, 2017. In order to resolve the matter, on March 23, 2017, T-Mobile adjusted Mr. [redacted]’s account in the amount of $56.66 leaving him with a zero balance. Moving forward Mr. [redacted] should expect a billing of $80.00 Simple Choice rate plan with $20.00 charge for two additional lines totaling $100.00 before taxes and $116.20 after all taxes and fees.
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.
Jimmie P[redacted]
Executive Response

June 28, 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], [redacted], [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 14, 2017, regarding the above-referenced accounts. Please be advised Ms. [redacted]’ concerns relate to all three account numbers referenced above and that she is either the account holder of record or reflected as an authorized user. Please be advised Ms. [redacted] is the account holder of the account number [redacted]; the account holder of record for the account number [redacted] is [redacted]; and the account holder of record for the account number [redacted] is [redacted]. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our Customer Care.
T-Mobile records confirm that on November 10, 2016, Ms. [redacted] agreed to a Change of Responsibility (“COR”) for mobile number ending in [redacted] from another T-Mobile account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.
However, due to an administrative error, mobile internet lines ending in [redacted] and [redacted] remained active on the account number [redacted] through March 20, 2017. The final billing statement for this account was from March 10, 2017, through April 9, 2017, in the amount of $80.66 due May 2, 2017. This balance included monthly access charges, taxes and fees. Please be advised that the last payment remitted was on December 26, 2016, in the amount of $284.16. As the above-mentioned amount remained unpaid, on May 11, 2017, the account was assigned to Convergent Outsourcing Inc. where it currently resides.
Our records confirm that on November 2, 2016, mobile number ending in [redacted] on account number [redacted] was cancelled due to a returned payment. Further records confirm that on September 18, 2016, Ms. [redacted] contacted T-Mobile to enroll in AutoPay. Due to an administrative error, the wrong bank account number was entered for payment of $109.10 on September 18, 2016, and $130.54 on September 27, 2016, causing the payments to be returned. Please be advised that T-Mobile shows no record of a request for cancellation and or COR for account number [redacted]. Therefore, the final billing statement for this account was from October 7, 2016, through November 6, 2016, in the amount of $696.93 and due November 27, 2016. This balance included monthly access charges, taxes and applicable fees and also included a past due amount of $357.43.
As the amount remained unpaid for the account [redacted], on December 5, 2016, the account was assigned to AmSher at which time a collection fee in the amount of $74.35 was assessed updating the balance to $771.28. Between the dates of December 5, 2016, and June 13, 2017, this account was referred to several different third party collection agencies, and currently resides with Credence Resource Management, LLC.
To amicably resolve this matter, on June 27, 2017, T-Mobile credited $80.66 toward account number [redacted] and $696.93 toward account number [redacted], leaving both accounts with a zero balance. Please be advised that the collection fee of $74.35 for account number [redacted] will be automatically credited within seven days. Additionally, T-Mobile has removed both accounts 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 to reflect the change. 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.
Chris L[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]