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]

March 15, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327              ...

Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 8, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.   We regret to hear that Mr. [redacted] had any concerns regarding the 2016 September iPhone 7 Trade Up promotional offering. According to our records on September 10, 2016, Mr. [redacted] purchased an Apple iPhone 7 Plus through Equipment Installment Plan (“EIP”) and traded in Apple iPhone 5C for his number ending [redacted].   During his purchase, Mr. [redacted] qualified for our amazing 2016 September iPhone 7 Trade Up promotion which started on September 9, 2016, through September 25, 2016, for new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) could get a new Apple iPhone 7 32GB discounted (via bill credits); the discount would vary and was dependent on trade in submitted. As Mr. [redacted] was trading his in Apple iPhone 5C, he was eligible for $31.00 trade in value plus 24 promotional bill credits of $15.37, for a total promotional value of $399.88 off the cost of his new Apple iPhone 7 Plus.   Our records confirm that at the time of Mr. [redacted]’s order, the his trade in request was initiated however, he contacted Customer Care on September 19, 2016, to receive a new shipping label as he had not receive one in his packaging. Unfortunately, due to an inadvertent error, the representative sent Mr. [redacted] an incorrect shipping label.   On October 6, 2016, Mr. [redacted]’s return was accepted at our warehouse; however, he was not enrolled in the promotion accordingly. We apologize for the inconveniences this caused Mr. [redacted].   Nevertheless, on March 15, 2017, T-Mobile issued a onetime lump sum credit of $368.88 towards Mr. [redacted]’s Apple iPhone 7 Plus EIP balance in order to honor the promotional bill credits. It is important to note that the additional payment will reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments. Please note that on March 15, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to their concerns which he has accepted and considers this matter resolved to his satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

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

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 May 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards the mobile number to which the JUMP! On Demand (“JOD”) for the Samsung Galaxy S6 Edge handset is assigned to. T-Mobile records indicate that on February 15, 2016, Ms. [redacted] qualified for our JOD offering with the lease of a Samsung Galaxy S6 Edge device. Regretfully, due to an administrative error, the JOD was placed on mobile number ending in 2102.
Upon speaking with Ms. [redacted] on May 31, 2017, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to waive any remaining obligation Ms. [redacted] has for the Samsung Galaxy S6 Edge handset. Please note that Ms. [redacted] has agreed to our offer. Ms. [redacted] remains free to upgrade to the handset of her choice. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[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 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated November 19, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns with regards to the recent notice of cancellation for his son’s mobile number ending in [redacted]. Please be advised that in an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patterns. We strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needs. This assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers. Upon careful review of the usage on the mobile number ending in [redacted]; over several months, we have determined that the majority of his usage has not been on the T-Mobile network. In accordance with the terms and conditions of Mr. [redacted]’s service, T-Mobile elected to discontinue the service for the mobile number ending in [redacted] effective December 7, 2016. In an attempt to mitigate any inconvenience to Mr. [redacted], on November 18, 2016 we provided him with an advanced notice in order to allow him to have sufficient time to make arrangements to find a service provider in the areas that he most frequently uses his mobile phone services. However, as Mr. [redacted] has indicated that the line of service ending in [redacted] will soon be returning to the T-Mobile network, and as a onetime courtesy, T-Mobile has agreed to no longer cancel the mobile number provided it returns to the T-Mobile area by January 10, 2016. 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 our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

August 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced account.
T-Mobile regrets any ongoing concerns Ms. [redacted] has regarding her account however her most recent correspondence provides no new information that would warrant reconsideration of our original stance regarding this issue. The promotional feature of which Ms. [redacted] is referring to in her correspondence to your office is Kickback. Starting January 22, 2017, eligible new and existing postpaid customers enrolled in KickBack can receive up to $10.00 back per line when they use 2GBs of data or less in a billing period. As can be expected, there are eligibility requirements that have to be met which include but are not limited to, the customer must pay the bill on time and must be current. As indicated in T-Mobile’s previous correspondence to your office for said file number, Ms. [redacted]’s account has been rolling over a past due balance month over month. Therefore, Ms. [redacted]’s account is ineligible for the Kickback bill credits. 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

October 18, 2016 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]. [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 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Mrs. [redacted]-[redacted] in the recall process of her new Samsung Galaxy Note 7. T-Mobile contacted Mrs. [redacted]-[redacted] on October 17, 2016 to discuss an amicable replacement process for her recalled Samsung Galaxy Note 7. T-Mobile has agreed to send Mrs. [redacted]-[redacted] a new Samsung Galaxy Note 5 64 gigabyte (“GB”) in white to her address provided to your office. T-Mobile has agreed to send the new Samsung Galaxy Note 5 handset at no additional charge as Mrs. [redacted]-[redacted] will be returning her recalled Samsung Galaxy Note 7 to her nearest retail store. Mrs. [redacted]-[redacted] should receive her new Samsung Galaxy Note 5 64 GB handset within five to seven business days. 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

Complaint: [redacted]I just read the response from T-Mobile regarding my last complaint and its absolutely ridiculous. This person Ally states she called the number ending in [redacted] and got my voice? Now she is a voice analyzer to say my voice matches the voicemail left on that person phone? RIDICOULOUS! I worked with Brandon at T-Mobile previously and I was the one to advise him to call that number ending in [redacted] (b/c I called it myself) to speak with the person but got voicemail but he was able to speak with the person. He said he spoke with the person and determined it was not me and now "Ally" with T-Mobile states my voice matches. Why would I advise him to call the number in question if it was me it makes no sense! Ally NEVER called me back after she told me to go put a name on the police report which I did not have proof of and the police advised me NOT TO DO b/c I could be held liable. Seems T-mobile just want to extract money off the victim instead of pursuing the person that took the account out in my name. Brandon at T-mobile OOTP had advised me that the person took the account out in store then why can't they match up video surveillance or signatures to prove this is not my account instead of a voice which cannot be substantiated. I even advised them that my cousin middle name is [redacted] and sometimes she goes by that. However, I still couldn't prove she did it but it still could be someone with the same name as me. There is another person with my exact name in GA that i've had a problem with before like this but it was cleared up years ago. I guess this is too much for Revdex.com to handle and I will have to get my lawyer involved at this point b/c T-mobile is trying to get money from me that I do not owe them. I guess this is the sad world we live in where the bad guy is protected and the victim is stuck fighting the injustice.
 
Tmobile need to do a REAL investigation and get someone like Brandon back to get to the bottom of this.
 
Date Sent: 10/9/2016 9:51:38 PMComplaint: [redacted]I am rejecting this response because: I did in fact provide the police report when they asked for it.Sincerely,[redacted]

August 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 July 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted]’s may have experienced in regards to his billing. T-Mobile records confirm that on December 10, 2016, Mr. [redacted] activated two mobile numbers ending in [redacted] and [redacted] and was subscribed to the T-Mobile ONE rate plan for $130.00 per month plus applicable taxes and fees. Further, Mr. [redacted]s elected to enroll in Autopay for a discount of $5.00 per line of service per bill cycle. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
Please be advised that on March 4, 2017, a third line of service was activated that ended in [redacted] and on May 13, 2017, a fourth line was activated ending in [redacted], for an additional line cost per month of $25.00. Additionally on May 29, 2017, two voice lines of service were activated ending in [redacted] and [redacted] and were subscribed to an add-a- line cost of $25.00 per month. It is important to note, that at the times of activation, Mr. [redacted] elected to add Premium Handset Protection (“PHP”) for $12.00 per month for the lines ending in [redacted], [redacted], and [redacted].
Between March 1, 2017, and March 5, 2017, T-Mobile offered the 2017 This Lines On Us offer to new or existing customers. As Mr. [redacted] met the requirements of the promotion, he received his first credit for the mobile number ending in [redacted] on his billing statement dated April 11, 2017.
T-Mobile records indicate Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the following purchases:
• An Apple iPhone 7 32 GB for mobile number ending [redacted] on December 10, 2016, for $649.99, a down payment was not required, and 24-monthly installments of $27.09 were accepted;
• A Samsung Galaxy S8 for mobile number ending [redacted] on April 25, 2017, for $750.00, $30.00 down payment, and 24-monthly installment of $30.00 were accepted;
• A Samsung Galaxy S8 for mobile number ending [redacted] on May 13, 2017, for $750.00, $30.00 down payment, and 24-monthly installments of $30.00 were accepted;
• An Apple iPhone 7 128 GB for mobile number ending [redacted] on July 31, 2017, for $749.99, $125.99 down payment, and 24-monthly installments of $26.00 were accepted; and
• An Apple iPhone SE 32 GB for mobile number ending [redacted] on July 31, 2017, for $399.99, $16.00 down payment, and 24-monthly installments of $16.00 were accepted.
Please be advised Mr. [redacted]’s account was billed by a system known as "billed current”. This means that the regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service. T-Mobile records confirm that Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month and was due on the 3rd of each month.
Mr. [redacted]’s billing statement dated May 11, 2017, reflected a total balance due of $155.49. Mr. [redacted] was assessed charges in the amount of $155.49 for monthly access charges, EIP, as well as applicable taxes and fees for services which was due in full on June 3, 2017. T-Mobile records indicate that on June 1, 2017, Mr. [redacted]’s account was debited $155.49 in accordance with his AutoPay updating the account balance to zero.
Mr. [redacted]’s billing statement dated June 20, 2017, reflected a total balance due of $459.82. Mr. [redacted] was assessed charges in the amount of $459.82 for monthly access charges, EIP, as well as applicable taxes and fees for services which was due in full on July 8, 2017. Please note that Mr. [redacted]’s June 2017 billing statement was higher than normal due to the fact that he chose to add the additional lines of service and equipment as outlined above.
Regretfully on June 25, 2017, Mr. [redacted] elected to cancel his three lines ending in [redacted], [redacted], and [redacted]. It is important to note that on July 11, 2017, following the cancellation of these three lines of service, Mr. [redacted]’s elected to subscribe to the T-Mobile ONE promotional rate plan which for $110.00 provides two lines of service unlimited talk, text, and data at up to 4G/LTE speeds depending on device capability. Mr. [redacted]’s third line ending in [redacted] was subscribed to an add-a- line cost of $45.00 per month; however, was qualified for the 2017 This Lines On Us promotional offer and will continue to receive a monthly bill credit to cover the add-a-line cost so long he continues to meet the eligibility requirements of the offer. Including Mr. [redacted]’s rate plan, AutoPay, and active EIP; Mr. [redacted] can expect a monthly billing statement in the amount of $253.09.
As can be expected, a payment was remitted on July 6, 2017, in the amount of $459.82 reducing the balance to $217.59 as shown on the July 11, 2017, billing statement. Mr. [redacted] was assessed charges in the amount of $217.59 for monthly access charges, EIP, as well as applicable taxes and fees for services which was due in full on August 3, 2017.
On July 18, 2017, T-Mobile received notification from Mr. [redacted]’s financial institution for a returned payment which updated the balance on the account to $642.41. T-Mobile provided Mr. [redacted] a one-time courtesy credit in the amount of $248.23 updating his balance to $394.18. A payment was remitted on July 28, 2017, in the amount of $248.23 bringing the account balance to zero. 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.
Alyssa K[redacted] Executive Response

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

receipt of your correspondence dated December 23, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the free tablet and line of service promotion that T-Mobile was running from November 18, 2016 - November 22, 2016. This promotion allowed eligible customers who had or activated two voice lines on T-Mobile ONE or Simple Choice to get up to two additional lines for free. T-Mobile records confirm that Mr. [redacted] activated his mobile broadband line on November 20, 2016, and is eligible for the promotion. Please note that T-Mobile agreed to mail Mr. [redacted] a brand new Samsung Galaxy Tab E to him on December 27, 2016 at no additional cost. The 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. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. Please be advised that due to an inadvertent error, when this fee was assessed on the account Mr. [redacted]’s services were temporarily suspended on December 21, 2016 and were resumed again on December 22, 2016. Please note that this $289.00 non-return fee was adjusted on December 27, 2016, as well as the applicable taxes. This credit has lowered the balance on the account to $140.01 which consists of the monthly access charges from November 9, 2016 through December 8, 2016. Pursuant to a conversation with Mr. [redacted] he advised he considers this matter resolved and is satisfied with the resolution. 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. James 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.
I appreciate T-Mobile for taking time to review this issue and I hope T-Mobile will include appropriate web updates to intimate new users on billing and service commencement periods as part of the signup process itself.Sincerely, [redacted] [redacted]

August 11, 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 correspondencedated August 6, 2015, regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of theaccount. T-Mobile regrets any difficulties Ms. [redacted] has had inqualifying for T-Mobile’s reimbursement program.  As Mr. [redacted] references in hiscorrespondence, Ms. [redacted] switched her wireless service to T-Mobile and electedto participate in T-Mobile’s promotion to reimburse early termination fees fromother carriers.  In order to participate inthe promotion several eligibility requirements must be met.  A review of Ms. [redacted] account reflects thatshe activated her service on an eligible rate plan, ported her number from herprior carrier, traded-in a device and purchased a new handset using our EquipmentInstallment Plan (EIP) option.  As such,a preliminary review suggests that Ms. [redacted] met all of the requirements toreceive her reimbursement.   However, in order to qualify for the reimbursement of earlytermination fees, customers must also submit a reimbursement form along with acopy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation and from submission, thereimbursement can take up to eight (8) weeks to be received.  On May 22, 2015, T-Mobile received Ms. [redacted] reimbursementsubmission; however, her submission was denied as it did not reflect any earlytermination fees billed from [redacted]. On July 30, 2015, Ms. [redacted] resubmittedher documents at which time she met all of the requirements and was approved.  Ms. [redacted] will be receiving the final reimbursementpayout of $426.62 via a prepaid refund card in the mail within the next two tothree weeks.  As an additional courtesy to Ms. [redacted], T-Mobile has applieda credit in the amount of $231.99 for one month of service. Please note that asof August 10, 2015, Ms. [redacted] T-Mobile account reflects a credit balance of$56.75.  Ms. [redacted] has accepted thisoffer as a resolution to her concerns.   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 [redacted]  Very truly yours, T-MOBILE USA, INC. Luv V[redacted]Executive Response

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

September 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 September 15, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] remains not satisfied with our response to your office and apologize for any delay in further discussing Mr. [redacted]’s concerns. On September 16, 2017, T-Mobile contacted Mr. [redacted], and confirmed that although his activation for mobile number ending 5473 had not met the eligibility requirements, as a courtesy, we enrolled him in the This Line On Us promotion, which can be seen on his billing statement dated August 24, 2017. Additionally, T-Mobile also confirmed that Mr. [redacted] received the appropriate adjustments to honor the promotion since the date of activation and a courtesy credit for the inconveniences he has experienced.   As such, it is T-Mobile’s position that we have addressed Mr. [redacted]’s concerns accordingly, yet he remains unsatisfied. Though, T-Mobile regrets that Mr. [redacted] remains unsatisfied, we respectfully declined any further compensation.   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 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated May 1, 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 Mr. ** associated with the 2016 Friends and Family Two Lines On Us promotion.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers. To be eligible for up to two free lines of service via monthly promotional bill credits, Mr. ** was required to activate up to two new lines during the promotional timeframe and maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines needed to be newly added lines, not existing lines, and customers were only eligible to have up to two free lines per account.
According to our records, on November 1, 2016, Mr. ** activated the mobile internet line ending in [redacted]. On November 23, 2016, Mr. ** activated the voice line ending in [redacted]. Please be advised that the line ending in [redacted] is an add-on-line on the account and it is charged an additional $40.00 per month. The mobile internet line ending in [redacted] is subscribed to our Simple Choice North America MI 6 GB rate plan for $35.00 per month.
Regrettably, Mr. ** is only eligible for the 2016 Friends and Family 2 lines On Us promotion under the mobile internet line ending in [redacted], as the line of service ending in [redacted] was not activated during the promotional timeframe. Nonetheless, a review of the account confirms that both lines were successfully enrolled into the 2016 Friends and Family 2 lines On Us promotion.
As of May 10, 2017, Mr. **’s account is subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text and Data Two Lines Included rate plan for $100.00 per month with mobile numbers ending in [redacted], [redacted] and [redacted]. As mentioned above, the mobile number ending in [redacted] is the add-a-line on the account and is charged an additional $40.00 per month. As well, Mr. ** has the mobile internet line ending in [redacted] which is subscribed to our Simple Choice North America MI 6 GB rate plan for $35.00 per month. Also, Mr. ** has an active Equipment Installment Plan (“EIP”) for an iPhone 7 Plus 32GB handset under which he has 18 remaining monthly installments pf $29.50 per month. Therefore, Mr. **’s estimated monthly recurring charges are approximately $129.50 plus applicable taxes and fees and including the 2016 Friends and Family 2 lines On Us promotional bill credits.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted] Executive Response

April 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 c[redacted]pondence dated March 29, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have in regards to his experience with his Mobile Internet (“MI”) device purchase. Please be advised that from January 11, 2017, through February 28, 2017, T-Mobile offered its Un-Carrier 2017 Alcatel LinkZone On Us offer which offered new or existing customers a free Alcatel LinkZone device free after a monthly EIP credit when subscribed to a 2GB or higher MI rate plan. T-Mobile records confirm that Mr. [redacted] met all requirements for the offer; however, due to an inadvertent error the promotional EIP credits have not been applied accurately.
In an effort to amicably resolve this matter, on April 10, 2017, T-Mobile applied a one-time credit of $66.00 for the remaining EIP balance for the LinkZone and a one-time credit of $6.00 to refund Mr. [redacted] for the billed EIP installments leaving an account credit in the amount of $6.00. 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.
Oscar T[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

October 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 October 11, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her encounter with our Customer Care department. Please be assured that T-Mobile strives to provide the best experience to all of our customers on each and every contact. Furthermore, we regret any misunderstanding regarding Ms. [redacted]’s current services and any confusion with the balance billed on her account. We wish to take this opportunity to provide the necessary details for the billing for service dates from August 14, 2015 through October 13, 2015. T-Mobile records indicate that on July 11, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one LG Optimus L90, one HTC One M8, and one iPhone 5s 16 GB of memory. At that time, Ms. [redacted] was asked to make a down payment in the amount of $144.00 plus taxes and agree to a series of 23 monthly installments in the amount of $51.65 and one final installment of $48.00. Additionally, on April 8, 2015, Ms. [redacted] took advantage of our EIP offering with the purchase of one LG G3. Ms. [redacted] was required to make a down payment of $36.00 plus taxes and agree to a series of 24 monthly installments in the amount of $17.24. Our records confirm that on July 30, 2015, Ms. [redacted] elected to change her rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data rate plan for $80.00 per month with mobile numbers ending in 3544, 1621 and 3105. Please note that this rate plan was made effective from July 14, 2015 to August 13, 2015. This rate plan provided Ms. [redacted] with unlimited talk, text, and data with 4G speeds up to 1GB per line. Our records further confirm that on August 17, 2015, Ms. [redacted] elected again to change her rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data four lines rate plan for $120.00 per month with mobile numbers ending in 3544, 1621 and 3105. Please note that this rate plan was made effective on August 14, 2015 which was the start of Ms. [redacted]’s billing cycle. This rate plan provides Ms. [redacted] with unlimited talk, text, and data with 4G speeds up to 10GB per line. In addition, the mobile numbers ending in 1621 and 3105 have the JUMP! 2 Bundle feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device for $10.00 per month. Based on the information above, as of August 14, 2015, Ms. [redacted]’s estimated monthly charge is $218.89 including each EIP monthly installment and before applicable taxes and surcharges. Please be advised that Ms. [redacted]’s account is billed in advanced. Ms. [redacted]’s billing statement dated September 14, 2015, had a balance of $245.66 which consisted of monhtly recurring charges, features, applicable taxes and fees billed from August 14, 2015 to October 13, 2015 and each EIP monthly installment. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter on October 15, 2015, a one-time courtesy credit of $40.00 for the price difference between the above listed rate plans was issued to Ms. [redacted]’s account, leaving the account with a remaining balance of $125.66. In addition, at this time, Ms. [redacted] remitted payment of $125.66 to her account, bringing the account to a zero balance. Upon speaking with Ms. [redacted] on October 15, 2015, T-Mobile offered to change her rate plan to her previous T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data rate plan for $80.00 per month. However, Ms. [redacted] decided to keep her current rate plan and add a 4th line to her account to share the monthly recurring charge with an additional user. It is important to mention that should Ms. [redacted] elect to change her rate plan, she may do so at the beginning of her billing cycle. 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. Aida A[redacted] Executive Response

Complaint: [redacted] I am rejecting this response because:I am aware that our account has been thoroughly researched countless of times however there has been no solution to the problem until I filed a complaint with Revdex.com. It’s taken 8 months for T-Mobile to finally take appropriate actions to deal with our constant complaints. I understand that T-Mobile has credited our account for $335 as “courtesy” which in fact \ our account should have been “thoroughly researched” much sooner. Furthermore, I don’t understand why Mercedes keeps changing the T-Mobile ONE rate plan that we primarily subscribed to. When we activated the two additional lines the representative at T-Mobile, who was helping us did not communicate the precise details of the plan. Mercedes has insistently opposed to resolve our dispute in a fair manner after failing to resolve our disputes in a timely and efficient manner. $335 is nothing in comparison to the stress and time and difficulties T-Mobile has created for us for the past 8 months. Many of the issues we had with our plan and payment arrangements were because T-Mobile employees did not communicate details with us properly which lead to most of the suspensions on our account. Under a legal doctrine “respondent superior,” an employer is legally responsible for the actions of its employees with that being said I don’t believe this dispute has been resolved in a reasonable manner. T-Mobile should take responsibility for their employees' careless mistakes. Therefore, I respectfully request for the complaint against T-Mobile to continue open as the dispute has not yet been resolved. [redacted]       
Sincerely,
[redacted]