T-Mobile Usa Inc

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 8, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that this matter may have caused Mr. [redacted] and appreciates the opportunity to respond to his concerns regarding payments made to his account and monthly billed charges. T-Mobile records reflect multiple payment arrangements between the dates of February 25, 2017, to July 25, 2017, that were set up for Mr. [redacted]’s account utilizing www.MyT-Mobile.com which used a stored payment method. Please note that once a payment arrangement is accepted it cannot be removed or changed.
On August 8, 2017, upon speaking with Mr. [redacted], T-Mobile assisted him by removing the stored bank account associated with the payment option to prevent additional charges to the bank account. As the payments that were posted utilizing a stored payment method, T-Mobile respectfully declines Mr. [redacted]’s request to refund these payments.
T-Mobile records reflect from September 2, 2016, to August 7, 2017, Mr. [redacted] was enrolled with T-Mobile One rate plan for $75.00 per month, plus applicable taxes and fees. T-Mobile records confirm on August 2, 2017, Mr. [redacted] elected to change his rate plan to the T-Mobile One Tax Included for $75.00 per month. In addition to Mr. [redacted]’s rate plan charges he purchased equipment utilizing our Equipment Installment Plan (“EIP”) offering. On April 5, 2016, an Apple iPhone 6S plus 16 GB handset in space gray was purchased and 24-monthly payments of $31.25 were accepted. Additionally, on October 17, 2016, an Apple iPhone 7 plus 32 GB handset in space gray was purchased and agreed to 24 monthly payments of $32.09 was accepted.
In review of the account, Mr. Hidgon’s began to carry a past due balance with the June 2017 billing statement as payment was not received for the April 2017 billing statement. Beginning with the June 2017 billing statement the total balance due was $249.51,of which $121.24 was considered past due. Mr. [redacted] new monthly access charges and EIP charged totaled $128.27 for the billing period from May 2, 2017, through June 1, 2017. Please note that the balance of $121.24 was due immediately and the balance of $128.27 was due by June 22, 2017.
The billing statement dated July 2, 2017, reflected a past due balance of $128.27 and new charges in the amount of $150.19. The new charges were for the billing period from June 2, 2017, through July 1, 2017 and were for monthly access charges, monthly EIP, a restore from suspend fee, and applicable taxes. The past due balance of $128.27 was due immediately and the new charges were due by July 22, 2017. Please note during this billing cycle a payment in the amount of $121.24 was received.
Lastly, in review of the August 2017 billing statement a past due balance of $150.19 and new charges in the amount of $127.45 were reflected. The new charges were for the billing period from August 2, 2017, through September 1, 2017 and were for monthly access charges, monthly EIP and applicable taxes. The past due balance of $150.19 was due immediately and the balance of $127.45 is due by August 22, 2017. Please be advised that during this billing period payment in the amount of $128.27 was received. Mr. Hidgon can contact our Customer Care department at 1-800-937-8997 to make arrangement for payment and to avoid further collection steps. It is T-Mobile’s position that Mr. Hidgon is being billed in accordance to his selected rate plan and features. T-Mobile regrets any inconvenience caused to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

Tell us why here...
October 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 19, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns within this correspondence. It is important to note that T-Mobile and Ms. [redacted] have been in contact via email but have not been able to speak in regard to her concerns.
T-Mobile regrets any ongoing concerns Ms. [redacted] has and we appreciate the additional opportunity to address her concerns. We understand the importance of consistent billing, therefore T-Mobile has mailed Ms. [redacted] her billing statements from May 29, 2017, through August 29, 2017, which will confirm the billing information that was provided in our previous response as they relates to the account’s past due status.
In addition, T-Mobile sent Ms. [redacted] an email to [redacted]@gmail.com with the terms and conditions of the Samsung Galaxy Grand Prime Equipment Installment Plan agreement that was purchased on August 31, 2015, so she may review the document. Should Ms. [redacted] have any questions regarding the agreement, she may contact our office directly at the number listed below.
With regard to Ms. [redacted]’s concern to a $30.00 adjustment on her account; on October 9, 2017, T-Mobile applied a one-time courtesy account credit in the amount of $30.00 which resulted in a balance due of $87.15 by October 21, 2017.
T-Mobile would like to amicably resolve Ms. [redacted]’s Samsung Galaxy S6 Edge concerns; therefore T-Mobile is offering to replace her Samsung Galaxy S6 EDGE handset at a cost of $175.00 which is the price of the deductible for the insurance offered through Assurant Solutions Inc. Should Ms. [redacted] wish to accept this offer, she may contact our office directly at the number listed below no later than October 23, 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.
Carlos T[redacted]
Executive Response

November 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] with respect to her Samsung Galaxy Note 7 (“Note 7”) handset. As reported, Samsung announced a world-wide recall of their highly regarded Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. We certainly apologize if one of our employees failed to follow that process for Ms. [redacted]. Our records indicate that on August 20, 2016, Ms. [redacted] purchased a Note 7 device under an Equipment Installment Plan (“EIP”) remitted a down payment in the amount of $69.99 plus taxes. On September 23, 2016, our records indicate that Ms. [redacted] returned the above handset and as such the EIP was closed out. On this same day, Ms. [redacted] purchased another Note 7 handset under an EIP and remitted a down payment in the amount of $69.99 plus taxes. It is important to note that on October 13, 2016, the Consumer Product Safety Commission (“CPSC”) announced a full recall on all versions of the Note 7. As a result, we urged our customers to power down their device and bring all models of the Note7 back to a T-Mobile store for a full refund regardless of our return period. Our records confirm that on October 21, 2016, Ms. [redacted] returned the above handset and as such T-Mobile closed out the EIP associated with this device. On November 17, 2016, T-Mobile spoke with Ms. [redacted] and explained the above information. Additionally, T-Mobile processed a bill credit in the amount of $14.83 for additional services added on myT-Mobile.com by the user of phone line ending in [redacted], updating Ms. [redacted]’ balance with the due date of November 21, 2016, to $361.53. Ms. [redacted] was satisfied with the above information as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as Tmobile does as promised I'll be satisfied.  Thanks. 
Sincerely,
[redacted]

June 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account Nos. [redacted] & [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced accounts. Please be advised that T-Mobile has successfully resolved Ms. [redacted] concerns to her satisfaction.
Please be assured that T-Mobile strives to provide world-class Un-carrier experience to all of our customers on each and every contact. We apologize if any T-Mobile employee failed in any way to display that to Ms. [redacted] during recent contacts without Executive Response team. Please note that from May 30, 2017 through June 1, 2017, our office corresponded with Ms. [redacted] via email and during that conversation we were able to resolve her concerns.
T-Mobile records confirm that when the mobile number ending in [redacted] on Ms. [redacted] business account ([redacted]) and the mobile number ending in [redacted] on her personal account ([redacted]) were requested to be ported out, the port request was authenticated. Meaning the individual requesting the port verified the billing account name, account numbers, mobile numbers, and pass codes to the accounts and as such they were ported out to another carrier thus canceling their service with T-Mobile on July 17, 2016. T-Mobile regrets any inconvenience to Ms. [redacted] regarding the port process.
In an effort to amicably resolve Ms. [redacted] concerns to her satisfaction, T-Mobile applied a credit in the amount of $149.99 for the LG V10 she returned to her personal account 952108878 and a second credit of $225.00 for billed installments leaving a credit balance of $225.00 on her personal account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on April 12, 2016, and currently has four lines of service. Mr. [redacted]’s three lines of voice service are subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $80.00 monthly for the first two lines of service, and $20.00 monthly for each additional line of service. Each of Mr. [redacted]’s voice lines of service are subscribed to Premium Handset Protection at $9.00 monthly per line of service. Mr. [redacted]’s fourth line of service is a mobile internet line of service, which is subscribed to our Simple Choice North America Mobile Internet 6 GB rate plan at $35.00 monthly, as well as Premium Handset Protection at $9.00 monthly. As such, Mr. [redacted]’s monthly access charges are $171.00 before applicable taxes.
Our records confirm that at the time of Mr. [redacted]’s activation, he used our Equipment Installment Plan (“EIP”) to purchase two LG G-Stylo handsets. 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] remitted a down payment in the amount of $108.00 for each handset, and agreed to 24 monthly installments in the amount of $7.59 for each handset. Mr. [redacted] also used our EIP program on April 12, 2016, to purchase an LG G-Pad tablet. Mr. [redacted] remitted a down payment in the amount of $90.00, and agreed to 24 monthly installments in the amount of $6.24. On November 22, 2016, Mr. [redacted] used our EIP program to purchase an LG K7 handset. Mr. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $6.25.
In Mr. [redacted]’s correspondence, he indicated that he participated in our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom program reimburses consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to twelve lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number.
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Regrettably, our records do not indicate that a submission was received for Mr. [redacted]’s account. As such, a reimbursement was not issued.
Please note that Mr. [redacted]’s account has reflected a rolling past-due balance since his December 23, 2016 billing statement. This statement reflected a balance of $217.20 for monthly access charges, monthly EIP, and applicable taxes. Payment for this balance was due January 15, 2017. T-Mobile issued credits to Mr. [redacted]’s account totaling $22.06, reducing the balance owed to $195.14. Mr. [redacted]’s January 23, 2017 billing statement was in the amount of $216.47 for monthly access charges, monthly EIP, and applicable taxes, bringing the balance owed to $411.61. Mr. [redacted] remitted a payment in the amount of $40.00 on January 28, 2017 and $155.00 on February 3, 2017, and T-Mobile issued a credit in the amount of $2.73, reducing the balance owed to $ 213.88. Mr. [redacted]’s February 23, 2017 statement was in the amount of $223.33 for monthly access charges, monthly EIP, a late payment fee, and applicable taxes, bringing the balance owed to $437.21. T-Mobile issued credits in the amount of $65.11, and Mr. [redacted] remitted payments in the amount of $44.00 on February 27, 2017, reducing the balance owed to $323.44. It is important to note that the February 27, 2017 payments are the last payments remitted to Mr. [redacted]’s account.
As the account reflected a past-due balance, on March 16, 2017, T-Mobile suspended the account’s ability to place outbound calls. On March 17, 2017, Mr. [redacted] arranged to remit a payment in the amount of $186.60 on March 24, 2017, followed by a payment of $186.61 on April 7, 2017. Mr. [redacted]’s account was restored at that time, with a restore from suspension fee of $20.00 plus tax for each line of service. On March 23, 2017, T-Mobile issued credits to Mr. [redacted]’s account totaling $65.11, and removed the payment arrangement at his request. As a courtesy to Mr. [redacted], the EIP for the LG K7 handset was closed at that time. Please note that this created a charge for the remaining EIP balance, to appear on the next billing statement. Due to an inadvertent error, this charge was not adjusted. As such, Mr. [redacted]’s March 23, 2017 billign statement was in the amount of $434.95 for monthly access charges, monthly EIP, a late payment fee, the above-referenced restore from suspend fees, and the LG K7 EIP balance. This brought the balance owed to $763.05. Regrettably, Mr. [redacted]’s payment scheduled for March 24, 2017, was not remitted, and as such, on March 26, 2017, T-Mobile suspended the account services. Mr. [redacted]’s April 23, 2017 billing statement reflected a credit balance of $62.55 to prorate the previous monthly access charges, reducing the balance owed to $700.50.
In an effort to amicably resolve Mr. [redacted]’s concerns, on May 4, 2017, T-Mobile issued a credit to his account in the amount of $118.74, for the billed EIP balance for the LG K7 handset. However, as the account remains past-due, Mr. [redacted]’s account service remains suspended. Mr. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed and to restore service. Additionally, T-Mobile offers to allow Mr. [redacted] to provide a copy of his itemized final billing statement from his previous provider to our office, and upon receipt and review, T-Mobile will issue a bill credit for the qualified charges. T-Mobile requests that Mr. [redacted] contact me at the number below no later than May 31, 2017, to accept this offer as resolution to his concerns. 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 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted] Executive Response

Complaint: [redacted]
I am writing to assert that I do not find T-Mobile's proposed resolution satisfactory. To reiterate, I contacted T-Mobile customer support through their official social media channels to inquire about the terms of the promotion. After being told multiple times that I indeed qualified for two free lines, I agreed to add both. I will note that I did ask and try to confirm with the representative multiple times to ensure that I was eligible (in writing) and was told multiple times that I was. Just as T-Mobile expects me to be responsible for paying my bill and satisfying the terms of my device agreements, I expect T-Mobile to be responsible for what information customer service representatives tell customers. I do not find it reasonable that I, as the customer, am affected negatively due to the misinformation passed on by a customer service representative in their official capacity. 
Sincerely,
[redacted]

June 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 3, 2017 regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that Ms. [redacted] has concerns regarding her handset. Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. As such, Ms. [redacted]’s handset is not eligible to be replaced under the Limited Warranty as the screen has sustained physical damage.
However, as a one-time courtesy and in an effort to amicably resolve the matter, T-Mobile has replaced Ms. [redacted]’s handset outside of the Limited Warranty from our own inventory. 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.
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 as long as the gift cards arrive and I can use them to pay off [redacted] and then pay off our T-Mobile lease phones and terminate our account. We were very aware that we needed to check coverage before signing up - we did... and I also called T-Mobile 3 times before switching to ensure that we would have coverage. We were assured by the coverage map and the representatives on the phone that we would, in fact, have "excellent" coverage. This, in fact, is not true... much like many other things we were told through T-Mobile. The switch was a nightmare. Mr. M[redacted] did his best to resolve the situation, and I appreciate that. However, I think it's a shame that I had to go all the way to making a complaint to the Revdex.com to get someone competent and able to follow a simple conversation to be able to make a decision to help us. I still do not have a great feeling about T-Mobile, I will discourage others from using them and I believe that business practices and marketing needs some re-vamping to be accurate and true to consumers. One should not have a full connection with great service strength in one part of the yard, driveway, or home - to then drop calls a few steps later. Saying there is coverage in areas - is one thing, but reliability is something completely different. I am okay with what our resolution is here, but again, still not happy overall with the company. Mr. M[redacted] - thank you for helping as you did. You were the most kind and competent out of any of the several dozen that I've spoken with at T-Mobile since January. 
Sincerely,
[redacted], M.A. Ed.

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 I did want to state that Oct 25, 2015, my account was in good standing. I had credit going towards my account due to the "program". T-Mobile reimbursement told me that it wasn't approved because the person who processed it didn't have some code to process it, so it was rejected. I then called again and was told it would've be 15 days so on so forth. My account has been in good standing since I returned to T-Mobile, prior to returning there were issues. I just wanted to state that the statement made by T-Mobile earlier regarding my account not being in good standing was incorrect. I've had credit and had to be in good standing to even get my new phones, plus starting the process for the reimbursement. Otherwise everything is ok now, I did finally receive my card from Sept's attempt to process it. Thank you for your assistance in this matter. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  This claim cannot be closed until I receive what was promised via the initial phone call when setting up the new account.  The fact of the matter is, 2 of the lines on this account switched from [redacted].  There is no way around that.   Other facts are, nowhere in the many (I am assuming recorded) calls and chats did one person mention uploading a bill. Further facts, one of the reps via telephone (I am assuming recorded) stated she submitted the rebate for me and I would receive an e-mail with confirmation and further instruction within 10 business days.  That never happened and is completely unacceptable.
Sincerely,
[redacted]

Revdex.com:
 
Thank you for helping me in this matter.  T-mobile has contacted me and the matter has been resolved.  Again, thank you.

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. The business' initial correspondence was via E-mail and there were difficulties receiving it, but I was able to get in touch with them. I have faith that Sharon and I can work through the rest of this. Although I would characterize 'the entirety of Oklahoma and Texas' as more than 'one coverage area', I am confident that there will be an acceptable outcome from all of this one way or another. You may consider my complaint resolved, until or unless such time as T-Mobile ceases to work in good faith with me to achieve acceptable reception and service.Sincerely, [redacted]

April 10, 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 March 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] is designated as an authorized user of the account. Please be advised that T-Mobile has been in contact with Mr. [redacted] via email.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding the above account. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices. Naturally, several requirements must be met in order to be approved for this offer.
T-Mobile records confirm that Mr. [redacted] met all requirements for this promotion. On January 30, 2017, T-Mobile received Mr. [redacted]’s two Samsung Galaxy Note 5 32GB handsets and his two Samsung Galaxy S 6 Edge 32GB handsets. Regretfully, Mr. [redacted] only received a reimbursement in the amount of $562.00 for the devices he traded in.
Please be advised that on April 2, 2017, Mr. [redacted] provided his final billing statement from his previous carrier to T-Mobile and total amount for his device balances was $1,374.84. As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 4, 2017, T-Mobile reimbursed Mr. [redacted] $1,374.84 in the form of a refund card to the billing address on the account. 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

May 10, 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 24, 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. By purchasing T-Mobile equipment, customers will receive 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 or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a 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.
T-Mobile was able to locate the Apple iPhone 6 plus purchased by Ms. [redacted] on June 25, 2015, from a local T-Mobile retail store. T-Mobile appreciates Ms. [redacted] clarifying that the handset was purchased through T-Mobile directly.
Although Ms. [redacted]’s one-year Limited Warranty which was provided by the manufacturer of her handset has elapsed, she does subscribe to our Premium Handset Protection with insurance which provides an extended warranty for her mobile number ending in [redacted] as long as the equipment is still in use by her mobile number ending in [redacted]. Ms. [redacted] may have contacted T-Mobile directly to discuss a Limited Warranty exchange which unfortunately T-Mobile has no record of her doing.
As indicated in our previous response, should Ms. [redacted] elect to contact the manufacture directly for replacement or repair options, T-Mobile is not involved in the process completed by the manufacturer.
On April 22, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus from a local T-Mobile retail store, should she still wish to complete troubleshooting with T-Mobile for her Apple iPhone 6 plus, she may contact me at the number listed below or contact our T-Mobile Technical Care at 800-937-8997 if it is outside our office hours.
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

July 28, 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 15, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.   T-Mobile regrets that Mr. [redacted] has concerns regarding his billing and welcomes the opportunity to respond.  T-Mobile records reflect that Mr. [redacted] chose to subscribe to our T-Mobile ONE Talk & Text plan.  The anticipated monthly cost for this plan including tax on Mr. [redacted]’s account is $221.00.  Additionally, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on October 31, 2015, with the purchase of a Samsung Tab A tablet and accessories, on January 21, 2017, with the purchase of a Samsung On 5 handset, and on May 8, 2017, with the purchase of a Samsung Galaxy Note 4 handset.  These payments totaled $40.45 monthly.  As such, T-Mobile would anticipate Mr. [redacted]’s monthly cost to be approximately $261.45.  T-Mobile records reflect these purchases to be authorized by Mr. [redacted].   After careful review, T-Mobile has determined that the variance Mr. [redacted] has noted in his monthly billing statements are the result of third-party application charges.  Please note that T-Mobile has blocked third-party applications from billing to Mr. [redacted]’s account at his request.   Additionally, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile has taken the following action in attempt to provide Mr. [redacted] with a monthly anticipated cost closer to his expectation:   T-Mobile has credited Mr. [redacted]’s current balance due of $506.80 creating a zero balance currently on the account.  T-Mobile has closed and credited Mr. [redacted]’s EIPs thus he will no longer have monthly costs for the EIPs.  We have moved Mr. [redacted] to our Select Choice Talk & Text plan at an anticipated monthly cost of $199.70 including tax.    As such, Mr. [redacted] would now anticipate his total monthly cost to be $199.70.   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 Mr. [redacted]’s recent contact with us regarding the matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   William B[redacted] Executive Response

June 9, 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 4, 2016, regarding the above-referenced account. T-Mobile records indicate that [redacted] is listed as an authorized user on [redacted] account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding charges for insurance on his T-Mobile account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location. On July 21, 2015, Mr.[redacted] activated a line ending in 2166 and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone 6 device. At the time of activation, a Premium Handset Protection feature for $12.00 per month was added to his line. Please be advised that in 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). The first notice T-Mobile received regarding a dispute of the Premium Handset Protection feature and associated charges was on June 3, 2016. T-Mobile removed this feature and provided a credit of $72.00 to cover six months of the $12.00 monthly charge. In an effort to amicably resolve this matter, T-Mobile issued an additional credit of $72.00 to cover the remaining six months of the $12.00 monthly charge. The credit leaves a credit balance of $72.00 on the account. Mr. [redacted] indicates the credit resolves his concerns to his satisfaction. 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. Jennifer G[redacted] Executive Response

April 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated April 5, 2017, regarding the above-referenced file number. T-Mobile is pleased to report that Mr. [redacted]’ concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his Mobile Device Unlock code. Please note that Mobile Device Unlock codes are available to customers who meet the following eligibility requirements:

Prepaid Account
• The device must have been used on the account.
• Only two unlock codes per line of service have been provided in a 12 month period.
• The line of service must have been active for the require 365 days with the required $25.00 OR $100.00 in refills having been applied to the line.
• The account must be active.

Postpaid
• There must not be a balance owed on the Equipment Installment Plan associated with the device.
• The account must be in good standing.
• There must be continuous usage of the device for at least seven days.
• An unlock code for the same line of service must not have been provided in the last 90 days.
• Only two unlock codes per line of service have been provided in a 12 month period.
• The device must have been sold through T-Mobile or a T-Mobile authorized dealer.
Therefore, as Mr. [redacted]’ handset did not meet any of the above-mentioned requirements, his request for the Mobile Device Unlock code was declined. Nevertheless, in an effort to amicably resolve the matter, on April 11, 2017, T-Mobile provided Mr. [redacted] with the Mobile Device Unlock code and verified its success. Mr. [redacted] has accepted this as a resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

Tell us why here... April 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: Denise M[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 21, 2018, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. M[redacted]’s concerns to her satisfaction.T-Mobile regrets any concerns Ms. M[redacted] experienced with her handset return and refund.  T-Mobile records indicate that on February 27, 2018, Ms. M[redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG V30 handset via T-Mobile.com.  At the time of purchase, Ms. M[redacted] was required to remit a down payment and pay taxes on the full retail price, which totaled $143.48.  Ms. M[redacted] then agreed to a series of 24 monthly installments in the amount of $30.00. At the time of Ms. M[redacted]’s purchase T-Mobile provided a 20-day return period, which allowed Ms. M[redacted] to use the equipment to see if it met her needs.  Please be advised that refunds and account adjustments are processed within ten business days from the time the equipment is received by T-Mobile’s warehouse.  T-Mobile records indicate that on March 13, 2018, T-Mobile closed the EIP for the LG V30.  Then, on March 21, 2018, a credit in the amount of $30.00 was applied to Ms. M[redacted]’s account for the EIP installment that was billed, updating the account balance to $77.74.  A refund in the amount $143.28 was processed to Ms. M[redacted]’ credit card. On March 21, 2018, T-Mobile spoke to Ms. M[redacted] and advised her of the above.  Ms. M[redacted] was also advised that her refund should post to her credit card within three business days.  Ms. M[redacted] did not have any additional concerns.  T-Mobile regrets any inconvininece to Ms. M[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. 341-8043.Very truly yours,T-MOBILE USA, INC.Robert R[redacted]Executive Response

June 15, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 8, 2015, regarding the above-referenced account.   In early 2014, T-Mobile announced contract freedom for consumers lookingto switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously heldback by expensive termination fees and staggered tenures to leave their currentcarrier for a better deal.  T-Mobile willnow reimburse consumers’ early termination fees up to $350.00 per line andprovide account credits of up to $300.00 per device traded-in at the time oftheir activation – for up to five lines of service.  To be eligible for this offer, consumers mustactivate a Simple Choice postpaid rate plan, and at the time of thisactivation, they must port-in their current mobile number, trade-in a device,and purchase a new T-Mobile device.  Thenew device may be purchased with our Equipment Installment Plan (EIP), but thisis not required.  Each line for whichreimbursement is requested, must be ported in from another carrier, added to aSimple Choice postpaid rate plan, have a device traded-in and a new T-Mobiledevice purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees,customers must submit a reimbursement form along with a copy of the finalbilling statement from their prior carrier to T-Mobile atwww.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of therequired documents and reimbursement of the early termination fees may take upto eight (8) weeks from the date of submission to be received and there is noprocess for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in goodstanding.  As this is a reimbursementoffer, T-Mobile recommends that customers make arrangements to pay any earlytermination fees billed by their prior carrier in order to avoid collectionactivity.     Please be advised that T-Mobile records do not indicate that Ms. [redacted]met the requirements to qualify for the Early Termination Fee Reimbursementoffer.  T-Mobile records confirm that a newhandset was not purchased and no handset was traded in to T-Mobile.  Nevertheless, as a courtesy to Ms. [redacted], andin an effort to amicably resolve this matter, T-Mobile has issued a credit tothe account in the amount of $210.00, bringing the account to a revised creditbalance of $210.00.  Please be assured that T-Mobile strives to provide world-class serviceto all of our customers on each and every contact.  We also make every effort to provide completeand accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display thatduring Ms. [redacted]’s recent contact with our retail location or Customer Care 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