T-Mobile Usa Inc

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 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 August 10, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding the misunderstanding of her delayed payments. As Ms. [redacted] has noted in her correspondence, her March 19, 2017 and July 22, 2017, payments have posted to her account, however they were posted to her account past the normal payment posting timeline of seven business days.   Unfortunately, there several factors that may cause a mailed payment to be delayed. However, we are happy to see that Ms. [redacted]’s payment were not missing and posted to her T-Mobile account accordingly. As such, there is no additional documentation that Ms. [redacted] would need to provide.   Regarding Ms. [redacted]’s concerns for her final balance, our records reflect that on July 21, 2017, she transferred her numbers ending [redacted] and 5[redacted] to a new carrier which effectively cancelled her account. Please note that 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 July 27, 2017.   As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund to her credit card in the amount of $19.75 for the pro-rated charges incurred from July 21, 2017, through July 27, 2017. Ms. [redacted] should receive the refund into her account within three business days.   Again, we regret the inconveniences that Ms. [redacted] has experienced and appreciate the opportunity to address her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

May 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 May 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his account. T-Mobile would like to further assist in this matter; however the account has been sold to Midland Credit Management for the collection of the outstanding balance. As T-Mobile no longer owns this account or the associated debt and any current collection activities is by and on behalf of Midland Credit Management, please contact Midland Credit Management directly at the following number:
Midland Credit Management
1-800-825-8131
If Mr. [redacted] feels that there is an error with his credit report, we recommend that he dispute it directly with the credit bureaus. Here is the contact information for the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
Mr. [redacted] may also initiate a dispute with each credit bureau at their respective websites:
For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action
For Experian: http://www.experian.com/disputes/main.html
For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-credit
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.
Abigail [redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I would not have purchased the Samsung VR gear, had the agent not guaranteed me that they would be compatible with any samsung phone, but that was incorrect the phone must be S compatible.  The discrepancy of when the items were received at T-mobile warehouse is in correct I attached the return shipping receipt the items were returned on January 14, 2017 (tracking numbers [redacted] and [redacted]) UPS tracking shows that T-mobile warehouse received the items on January 20, 2017. That would be before the 30 day return policy. I also reached out several times to T-mobile about the return, and was given excuse after excuse. So for T-MOBILE USA, INC. Ligia M[redacted] Executive Response to reply and say that returned the items after the return date is incorrect attached is the copy of proof. Today March 19, 2017 and still have not received my refund $113.10.  I request to leave it open until I receive my refund $113.10 please it's already going on 3 months. Thank you, [redacted]

November 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated November 21, 2016, regarding the above-referenced prepaid number. T-Mobile regrets any concerns Ms. [redacted] is experiencing with her handset. T-Mobile records reflect that Ms. [redacted] purchased her ZTE Avid Plus handset on October 15, 2016. It should be noted that at the time of Ms. [redacted] upgrade of the mobile number ending in 6499, T-Mobile provided a 14 day return period. Additionally provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. For our pre-paid customers T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. 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] recent visit to our retail location. Upon speaking with Ms. [redacted] on November 23, 2016, T-Mobile has offered to place an order for a post exchange for Ms. [redacted] handset. Ms. [redacted] has indicated that she tried to return her device under the return period and was not allowed. Ms. [redacted] indicated that she does not want the ZTE Avid Plus. In an effort to amicably resolve Ms. [redacted] concern, as a one-time exception, T-Mobile has offered to send out a free Samsung Galaxy Note Edge. Please note that T-Mobile is not requiring Ms. [redacted] to return her ZTE Avid Plus since the Samsung Galaxy Note Edge has been offered as a courtesy. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Juan B[redacted] Executive Response

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]

Complaint: [redacted]I am rejecting this response.I feel frustrated that T-Mobile targeted me as unauthorized user "[redacted] is not an authorized user on the account which isassociated with the mobile number"Secondly I am frustrated with the poor management  of this issue by T-Mobile executive.The proof of my complain can be seen by checking the last 12 months bills which I attached. Also I attached the proof that I am the account holder.I desire a formal apologize from T-Mobile for mistakenly targeting me as unauthorized user. ThanksSincerely,[redacted]

October 19, 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 upon speaking with M.s [redacted], she confirmed that T-Mobile had resolved this matter to her satisfaction. T-Mobile regrets Ms. [redacted]’s concerns regarding her recent JUMP! On Demand (“JOD”) upgrade. Our records indicate that on July 29, 2015, Ms. [redacted] initiated a JOD lease agreement with an Apple iPhone 6 device. JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. When a phone is subject to a lease, T-Mobile, not the customer, owns the phone. However, a customer may choose to purchase their leased device at any time during the 18-month lease term. A lease buyout must be completed at a Retail Location or through Customer Care. The customer is responsible for the remaining lease payments, the purchase option price and all applicable taxes. Once paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statement. Customers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into. Please be advised that on September 27, 2016, Ms. [redacted] participated in a JOD upgrade from the above mentioned Apple iPhone 6 device to an Apple iPhone 7 device which required an upfront amount due of $117.25. As part of the JOD upgrade agreement, Ms. [redacted] traded in her Apple iPhone 6 device and in exchange T-Mobile ended her lease agreement as she had opted out of purchasing their leased handset. Also included with Ms. [redacted]’s JOD upgrade, T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the Apple iPhone 7 to see if it meets 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 JOD agreement entered into at the time of the original purchase. It is important to note that the return period does not include returning the above mentioned Apple iPhone 6 device as the handset is T-Mobile owned and the lease had been terminated. Accordingly, when Ms. [redacted] requested to return her newly leased Apple iPhone 7 device and have the Apple iPhone 6 handset returned to her, T-Mobile advised that we would provide a refund of $117.25 for the upfront cost of the Apple iPhone 7 device, but we would not be able to return the Apple iPhone 6 handset. While Ms. [redacted]’s situation is unfortunate, it is not a result of T–Mobile error or wrongdoing. However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile agreed issue a $141.64 credit to Ms. [redacted]’s account which was equal to the current balance. As of the date of this letter, Ms. [redacted]’s account remains closed with a zero balance. Pursuant to a conversation with Ms. [redacted], she confirmed that this matter was resolved to her satisfaction. 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. Alberto V[redacted] Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 22, 2017, regarding the above-referenced account. Please note that T-Mobile records confirm that Mr. [redacted] has designated Ms. [redacted] as an authorized user of his account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets the concerns that Ms. [redacted] has experienced regarding the account. Our records confirm that on January 7, 2015, and June 1, 2015, the JUMP! feature was added to the mobile numbers ending in [redacted] and [redacted], respectively, during the allotted 14-day window following a handset upgrade. The JUMP! feature 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 Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. It is very important to note that T-Mobile’s notified customers by text message U.S. Mail when JUMP! is added to their account.
T-Mobile records confirm that on December 7, 2015, and on December 16, 2015, respectively, the JUMP! features associated with the mobile numbers ending in [redacted] and [redacted] were utilized for JUMP! handset upgrades. However, on January 20, 2016, Ms. [redacted] contacted Customer Care to advise that she did not elect to add the JUMP! feature to either of their lines of service in question. At that time, Ms. [redacted] was advised that pursuant to T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Although it is T-Mobile’s position that the two lines of service received the full benefit of the JUMP! feature, as a courtesy, T-Mobile issued an account credit in the amount of $120.00 for approximately six months of the cost of the disputed feature, which was accepted as resolution in full for the concerns.
Next, regarding Ms. [redacted]’s concerns with the cancellation of the mobile number ending in [redacted], our records indicate that on May 27, 2016, Ms. [redacted] contacted Customer Care to report that the handset in-use with the mobile number ending in [redacted] had been lost or stolen. As such, T-Mobile suspended the mobile number ending in [redacted] per Ms. [redacted]’ request. Since then, our records do not indicate that we have received any requests to cancel the mobile number ending in [redacted], until just recently, on April 7, 2017, when the line was cancelled per Ms. [redacted]’s request. As our records do not indicate that there was any request to cancel this line of service, it is T-Mobile’s position that all charges associated with the mobile number ending in [redacted] were validly assessed. Nonetheless, as a courtesy to Ms. [redacted] and as a one-time exception to policy, T-Mobile has issued account credits totaling $476.60 to the account, resulting in a revised account balance of $41.82. Ms. [redacted] accepted this offer as resolution in full to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

September 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 25, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our T-Mobile Tuesday’s (“TMT”) offering. It should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations.
Upon further review of Mr. [redacted] correspondence to your office, we understand that he is concerned with our prior and current offerings such as the recently offered TMT prize for a complimentary vehicle oil change provided by Meineke U.S. Mr. [redacted] has advised that the locations he visited were not honoring the give-away. As mentioned above, not all Meineke U.S. locations participated in this offering and we regret if the locations selected by Mr. [redacted] were not participants.
On August 29, 2017, in an effort to amicably resolve the concern for the offering, T-Mobile contacted Mr. [redacted] to offer a credit to the account for the value of the offer in the amount of $25.00 as a one-time account credit in lieu of receiving the oil change offer. Mr. [redacted] has agreed and accepted this offer as a resolution.
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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jhayd G[redacted]
Executive Response

August 18, 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 August 11, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted] satisfaction.
 
T-Mobile regrets that Mr. [redacted] experienced any difficulty contacting our offices regarding his concerns.  T-Mobile was able to speak with Mr. [redacted] regarding this matter on August 18, 2015 and this matter was resolved to his satisfaction.
 
Please be advised that T-Mobile records show that Mr. [redacted] mobile number ending in 9295 used a non-T-Mobile branded [redacted] Xperia Z3 handset, the IMEI for that handset shows as [redacted] and our records confirm that this handset was used on his line from June 11, 2015 through July 20, 2015. 
 
T-Mobile explained to Mr. [redacted] that we honor a limited 12-month manufacturer warranty on handsets that are purchased from T-Mobile or from an authorized dealer of our products and services.  If our customers purchase a handset from any seller that is not authorized to sell our products and services, they do not receive a warranty from T-Mobile, which is the case with the above mentioned handset.  Our customers may opt to add Premium Handset Protection (PHP), which is provided by [redacted].  In the event that a customer has PHP and requires a replacement handset for a non-T-Mobile branded handset, they may contact [redacted] and file a claim with them.  Once the deductible has been paid directly to [redacted], they will send a replacement handset to our customers.  Please be advised that Mr. [redacted] does not subscribe to PHP at this time.
 
T-Mobile advised Mr. [redacted] that he may contact us through September 5, 2015 to accept the offer presented in our letter to your offices dated August 5, 2015.  As a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile advised Mr. [redacted] that we will offer to send a like new, T-Mobile branded, [redacted] Xperia Z3 handset kit at the cost of $175.00, which is the amount of the deductible for that handset for customers that subscribe to PHP by [redacted].  In addition, Mr. [redacted] was advised that he will be required to return the non-working [redacted] Xperia Z3 handset that is currently in his possession, which is similar to the process with [redacted].  At this time, Mr. [redacted] informed T-Mobile that he will consider this option and will contact me directly at my number below before September 5, 2015 if he would like to accept this offer. 
 
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

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 23, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency. As mentioned in our previous correspondence, after careful review of Ms. [redacted]’s account, T-Mobile determined that on March 10, 2017 a caller was unable to verify the account when calling in and as there was a password on the account. Per T-Mobile policy, when the caller was unable to verify the password, we issue a one-time PIN code to the accountholder’s mobile number and did so to Ms. [redacted]’s number ending in [redacted]. T-Mobile did not send a one-time PIN code, nor would we, to anyone other than the account owner which is Ms. [redacted].
While T-Mobile would not like to see a valued customer such as Ms. [redacted] cancel service with T-Mobile, she is not under contractual obligation. Should Ms. [redacted] wish to cancel her services, she may do so by contacting T-Mobile Customer Care at 800-937-8997 or by porting her mobile numbers to another service provider.
It is important to note that Ms. [redacted] has active Equipment Installment Plans (“EIP”) with a remaining balance of $1,288.19 for the following equipment:
• Samsung Galaxy J7 device with a remaining EIP balance of $220.00;
• Samsung Galaxy Note 5 device with a remaining EIP balance of $515.70;
• Samsung Galaxy S7 Edge device with a remaining EIP balance of $552.49
If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
Additionally, Ms. [redacted] has two JUMP! On Demand (“JOD”) lease agreement for a Samsung Galaxy Note 5 device and a Samsung Galaxy S7 Edge device. Please note that JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
As a one-time courtesy and in an effort to amicably resolve this matter, should Ms. [redacted] return the above mentioned equipment, T-Mobile shall agree to waive the remaining balance specific to the devices received. The handsets can be mailed to my attention to the following address:

T-Mobile USA, Inc.
Attn: Alberto V
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include her account information within the box to ensure that she receives the proper credit upon receipt of the equipment. Please be advised that Ms. [redacted] must have the equipment post marked for return no later than April 20, 2017. 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.
Alberto V[redacted] Executive Response

August 17, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Name on T-Mobile account: [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 11, 2015, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] concern. T-Mobile has confirmed that, on July 3, 2015, an advanced exchange was performed on Ms. [redacted] T-Mobile account for the LG G3 device in use by the line ending in 7136. Upon receipt of the non-working device, we examined it and it was found to have sustained liquid damage, which is not covered under the warranty and Ms. [redacted] account was therefore assessed an out-of-warranty fee of $439.00 which includes taxes. It is important to note that the line ending in [redacted] is subscribed to the T-Mobile JUMP! program which includes all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty). As liquid damage is covered in the PHP bundle, Ms. [redacted] had the option to file an insurance claim and pay a $175.00 deductible to have her non-working device replaced. In an effort to amicably resolve this matter, T-Mobile has honored Ms. [redacted] request and we have applied a credit of $264.00 to Ms. [redacted] account as compensation for the difference between the non-return fee and the $175.00 insurance deductible. As of the date of this letter, Ms. [redacted] T-Mobile account reflects a credit balance of $264.00 which will be applied toward the total balance due on her upcoming billing statement. T-Mobile regrets any inconvenience to Ms. [redacted] and thanks Ms. [redacted] for bringing her concerns to our attention. Upon review of Ms. [redacted] T-Mobile account, we learned that, on August 11, 2015, Ms. [redacted] contacted T-Mobile’s Customer Care department to discuss the $834.81 balance that was due on August 13, 2015. A payment in the amount of $250.00 was collected on that date and Ms. [redacted] account was placed on an Extended Payment Schedule (“EPS”). An EPS is a payment arrangement that allows customers to pay their balance off in monthly installments. The total amount placed on EPS was $584.81 which will be paid in seven installments of $83.54 each. The final installment will be $83.57 and will appear on the February 2016 billing statement. T-Mobile has made Ms. [redacted] aware that the $264.00 credit applied to her account will not affect these installments; they will remain in place as agreed at the time the EPS was created. 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. Liana 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. Please note, that Ms. [redacted] was able to speak with me, which is not stated in their response. Also, although the response clarifies the parameters of our plan and the total amount of our monthly payments. They did nothing to actually rectify the complaint that we initially filed, and it was made clear to me that there is not a way to rectify the complaint we filed unless we change plans, which we do not want to do because none of the other plans offer the data we are looking for at a price that would have been lower than what we were paying with our old phone service. Therefore, although we accept the business's response, we don't actually feel like our complaint was resolved nor do we feel that any continued effort on our part will change that, hence  our choice to accept the business's response.Sincerely, [redacted]

April 25, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. Please be advised that our Customer Proprietary Network Information, or "CPNI", is a particular form of personal information that is generated from the telecommunications services we provide to Mr. [redacted]. CPNI includes, for example, the numbers called, the date and time of calls, the rate plan that applies to the calls made, the number of wireless lines subscribed to, call location information, and certain other information that appears on customer’s monthly billing statements.
Under federal law, Mr. [redacted], as a customer, has a right, and we have a duty, to protect the confidentiality of CPNI. Consistent with this duty, we protect the confidentiality of CPNI, and only disclose it as required or to comply with applicable laws and regulations. Please be advised that although T-Mobile does not release any call record information, T-Mobile allows customers access to these records via www.T-Mobile.com.
It is important to note that T-Mobile shows no record of unauthorized account access. However, as T-Mobile takes account security seriously and we want to ensure that Mr. [redacted] is protected, on April 14, 2017, T-Mobile added an additional password to the account to ensure security of Mr. [redacted]’s account information. 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.
Chris L[redacted]
Executive Response

November 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 November 26, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of the account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted] purchased a Samsung J7 on May 28, 2016. At the time of the purchase Mr. [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) and was not required to remit a down payment but did agree to 24-monthly installments of $10.00. Please note T-Mobile has no record of Mr. [redacted] returning this equipment within the return period. Nevertheless, in an effort to amicably resolve this matter, on November 29, 2016, T-Mobile removed the remaining balance owed on the Samsung J7 EIP balance. Furthermore, T-Mobile applied a credit in the amount of $60.00 for the six months of installments already paid. Ms. [redacted]’s account now reflects a remaining balance of $101.57 for the remaining charges reflected on the billing statement dated November 24, 2016. 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. Zachary S[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, since the agreement I have recieved a statement stating that I have been placed in collections for the amount of $1651.82. There was an agreement that I would not owe any money and I am not sure why I was sent to collection. I would like this removed and my balance to be $0 as it was stated in the response to my complaint. I would also like this matter to be over. I also want the credit bureaus to be contacted to make sure this is not going on a credit report.

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]

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 2, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account.
Starting September 9, 2016 through September 25, 2016, for a limited time, new and existing postpaid customers who traded in their fully paid off iPhone were able to get a new iPhone 7 for free via bill credits when purchased on the Equipment Installment Plan (EIP). The trade-in device must be in good working order without physical or liquid damage and have the “Find My Phone” feature turned off; if a trade in a device does need meet these requirements, the customer will not receive the promotion. Eligible customers will see a monthly EIP bill credit start within two bill cycles of the purchase and continue for 24 months.
T-Mobile records indicate that on September 28, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a n iPhone 7 128GB Silver. 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.
Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $99.99 and agree to a series of 24 monthly installments in the amount of $27.09. Regretfully, the T-Mobile warehouse confirmed liquid damage on the traded in handset therefore Mr. [redacted] did not receive his promotional monthly credits.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 8, 2017, we removed the EIP for his iPhone 128GB Silver and credited a total of $235.44 which included $99.99 down payment as well as five $27.09 EIP payments. Mr. [redacted] has accepted our offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

July 13, 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 Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 3, 2017, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] experienced regarding her final billing and appreciates the opportunity to respond to her concerns.      T-Mobile records confirm that Ms. [redacted] canceled her account on January 16, 2017, when she ported her mobile number ending in 7142 to another service provider.  Ms. [redacted]’ billing cycle ran from the 19th of one month to the 18th 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 January 18, 2017.   A review of Ms. [redacted] account confirms that her final bill consisted of a past due balance of $165.00 for monthly access charges and applicable taxes from November 19, 2016, through December 18, 2016. Additionally, Ms. [redacted] was charged $138.14 for monthly access charges and applicable taxes from December 19, 2016, through January 18, 2017 totaling $303.14.  As a courtesy to Ms. [redacted], T-Mobile issued a credit to the account in the amount of $39.27 for the pro-rated charges incurred from January 16, 2017 through January 18, 2017.  It is T-Mobile’s position that the aforementioned charges are valid and owed.   Please be advised that as Ms. [redacted]’ account remained in a financially delinquent status on April 19, 2017, the account was referred to an outside third party collection agency Diversified Consultants Inc., (“DCI”) where it currently resides.  Ms. [redacted]’ account was then assessed a one-time collection fee in the amount of $51.50 resulting in an updated balance of $315.37.       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.  T-Mobile regrets any inconvenience to Ms. [redacted].   Nevertheless, in an effort to amicably resolve Ms. [redacted]’ concerns, on July 10, 2017, T-Mobile applied an additional $50.00 credit in the form of a one-time bill credit leaving a balance of $265.37.  Ms. [redacted] may contact DCI directly at 877-550-1981 to make arrangements for payment.   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