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. I would also like to sincerely thank both Carla and Lauren (our business representative) for their time and attention in addressing this issue quickly.Sincerely, [redacted]

Revdex.com:T-mobile has resolved this issue and has given me back my grandfathered account[redacted]

September 8, 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 28, 2017, regarding the above-referenced account.    T-Mobile regrets any concern Mr. [redacted] had regarding his warranty exchange.  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 retail location.   T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 5 32 GB handset on August 25, 2016.  By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device.  Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional JUMP! 2.0 insurance package.  During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his 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 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 records indicate that on July 30, 2017, Mr. [redacted] filed a warranty replacement with his local retail location for a Samsung Note 5 handset which was expected to arrive within 48 hours from the date filed. On July 31, 2017 the handset shipped from the warranty replacement warehouse.  Due to an inadvertent administrative error, Mr. [redacted] was not contacted upon the handsets delivery to the retail location.  In turn Mr. [redacted]’s replacement device order was canceled and the device was returned to the warehouse.   On August 27, 2017, Mr. [redacted] filed a new warranty replacement for the Samsung Galaxy Note 5 32 GB handset in a retail location, which was expected to be delivered on August 30, 2017.  On August 30, 2017, Mr. [redacted]’s replacement device was delivered to the retail location and Mr. [redacted] completed his exchange.   Upon speaking with Mr. [redacted] he had confirmed the two warranty exchange requests and the aforementioned information regarding the manufacturer’s warranty policy was discussed in detail, advising that T-Mobile does not exchange manufacturer defective devices with brand new retail inventory, rather through certified remanufactured devices.  Mr. [redacted] understood T-Mobile’s stance on warranty exchanges.  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.   Juan C[redacted] Executive Response

May 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that [redacted] and [redacted] are one and the same. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his recent equipment purchase. According to our records, on April 21, 2017, Mr. [redacted] purchased two sets of Powerbeats headphones through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $16.34. Please note that T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
Based on T-Mobile’s investigation of Mr. [redacted]’ concerns we have confirmed that there was no promotional offer which provided free Powerbeats headphones.
However, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on May 1, 2017, T-Mobile agreed to close the remaining EIP balance for the Powerbeats headphones used on the mobile number ending in [redacted]. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns.
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]’ contact with our retail location. 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.
Brandon M[redacted] Executive Response

January 27, 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 January 25, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. In Ms. [redacted]’ correspondence, she indicated that her husband has received billing notifications for a T-Mobile account. Please be advised that T-Mobile takes account security very seriously; therefore, in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account provided in her correspondence. T-Mobile requests that the account holder of record contact me at the number provided below, or by email at [email protected], to further discuss the account. T-Mobile regrets any inconvenience Ms. [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

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

Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the 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 the above-referenced account. Our records confirm that on March 1, 2017, an Apple iPhone 7 Plus handset was purchased at a total cost including taxes and shipping in the amount of $982.25. A new line of service was to be added to the above-referenced account for this handset. This line of service, ending in 4646, was activated on March 2, 2017. Payment for the handset was remitted via a credit card. Our records confirm that the Apple iPhone 7 Plus handset was shipped via UPS, and was to be delivered on March 7, 2017. Regrettably, however, the device could not be delivered. As such, the handset was returned to a UPS location, for pickup at Ms. [redacted]’s earliest convenience. Our records confirm that the shipment was successfully picked up by Ms. [redacted] on March 14, 2017.
In Mr. [redacted]’s correspondence, he indicated that the Apple iPhone 7 Plus handset was not included in the shipment. Upon receipt and review of Mr. [redacted]’s concerns, T-Mobile confirmed that the handset in questions is not in use on Mr. [redacted]’s account. As such, on March 30, 2017, the device was blocked from use on our network, and a refund was requested for the payment remitted in the amount of $982.55. Our records confirm that a refund in the amount of $982.55 was issued to the credit card used for the March 1, 2017 payment. This refund can be expected to be available within three to five business days. 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 rejecting this response because:  I didnt have no misunderstanding. I know What the sales person told me and my boyfriend at the time. My service goes in and out through out the day. The service is not what I was told. You guys suppose to be 4g whatever and the most reliable service and you guys are not. Re train your employees. He was more worry about make a commision off me because he lie to my face about the whole thing.
Sincerely,
[redacted]

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated July 14, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family. We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
Please note there are several eligibility requirements to be met. Regrettably, Mr. [redacted] did not meet them because he did not trade-in the handset that he is requesting reimbursement for. Therefore, as Mr. [redacted] did not trade-in his handsets it is T-Mobile’s position he is not eligible for reimbursement.
We further regret any concerns Mr. [redacted] has regarding his non-T-Mobile handset. It should be noted that while an unlocked handset from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked handset worked on our network; however, certain advanced features may work sporadically or not at all. We regret any inconvenience Mr. [redacted] has experienced.
T-Mobile records confirm on July 13, 2017, Mr. [redacted] spoke with our Customer Care department regarding issues with his handsets. Please be advised T-Mobile performed troubleshooting with Mr. [redacted] but was unsuccessful in resolving his concerns.
T-Mobile would like the opportunity to discuss handset options with Mr. [redacted] at his earliest convenience. Should Mr. [redacted] wish to discuss these options he may contact me at the number listed below Monday through Friday 12:30 P.M. to 9:00 P.M. MST.
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.
Christopher P[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].
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 26, 2017, regarding the above-referenced account. Please be advised that [redacted]. has designated [redacted] as an authorized user of the account.
T-Mobile regrets any billing concerns Mr. [redacted] has experienced regarding our 2016 SyncUp Drive On Us and 2017 Feb Tablets On Us promotions. T-Mobile records confirm that on February 26, 2017, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted]. At that time, Mr. [redacted] purchased a Samsung Tab E tablet and a SyncUP Drive device through our Equipment Installment Plan (“EIP”) for the newly activated mobile numbers.
As part of the above-referenced promotions, Mr. [redacted] would receive monthly EIP credits to cover the equipment cost as long as he retained a qualifying rate plan. Please note the rate plan selected by Mr. [redacted] for the two devices qualified him for the above-referenced promotions. As such, Mr. [redacted] has been receiving monthly EIP credits which covered the cost of the equipment. However, Mr. [redacted] has been billed a total of $30.00 per month for the cost of the rate plans associated with the two devices.
Nevertheless, in an effort to amicably resolve this matter, on July 26, 2017, T-Mobile issued a credit in the amount of $205.04 to Mr. [redacted]’s account for the monthly recurring charges associated with the rate plans he selected for the Samsung Galaxy Tab E and SyncUP drive devices. Additionally, T-Mobile closed the remaining EIP balances associated with the two devices. Finally, at Mr. [redacted]’s request, T-Mobile cancelled the mobile numbers ending in [redacted] and [redacted]. Please note that Mr. [redacted]’s account currently reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
William B[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
The customer service and phone reception I have received over the last 2 years have not been very good. I have had various issues with T-Mobile and there have been multiple encounters with disrespect from customer care including a recent call: I called to inform them I could not afford to make the payment until Friday 10/20/17 before having to ask for a manager I was told “well your service will be interrupted, you need to make a payment that will process today.” I explained I will pay the balance by Monday and I also questioned why my bill has been $400 for the past 2 months. I asked two different customer care reps and never received an answer. I am still confused as to why my bills have been so high for the last 2 months.
Sincerely,
[redacted]

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Customer: [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 29, 2017 regarding the above-referenced account.
T-Mobile regrets that Mr. [redacted] has concerns regarding the down-payment required for his handset upgrade. It is important to note that the down payment collected when completing an upgrade is determined by several factors including handset selected, individual account tenure, payment history and personal credit information. Furthermore, Mr. [redacted] authorized T-Mobile to obtain his personal credit information when he activated his service with us and we have not obtained this information since nor would we. The credit information we obtained at activation would be the only credit information we would factor into the criteria listed above.
Furthermore, with one of T-Mobile’s latest Un-carrier moves, we have launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months. In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date. Payments posted after the 48 hour window will reset the monthly counter. T-Mobile records indicate that Mr. [redacted] activated his service on October 9, 2016 and has made three late payments within his tenure with the last late payment being in March of 2017. As such, Mr. [redacted] could qualify for our best pricing were he to make his next twelve payments on time.
However, in an effort to amicably resolve the matter, on April 3, 2017, T-Mobile has temporarily changed Mr. [redacted]’s account to reflect best pricing. This will be effective until May 3, 2017. If Mr. [redacted] does not upgrade prior to this date, he will be required to make the normal down payment. Additionally, T-Mobile would be unable to accommodate such a request in the future and recommend that Mr. [redacted] ensure he makes twelve consecutive on time payments prior to his next upgrade. We regret any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
David T[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was confused as to why part of my $90 credit went missing because it appeared to go towards the handset that was returned, but she explained that was for my air time charges. Ally also sent me a $270 card for the amount of my past due [redacted] termination fee and went above and beyond to resolve all issues. I am now completely satisfied with all outstanding issues and appreciate her prompt amicable resolution and excellent customer service! Sincerely, [redacted]

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

Complaint: [redacted]
I am rejecting this response because: The same promotion also stated no money down and I also paid $150.00 on the day of initial service. In store and over the phone representatives had no solution pushing promotions without fully knowing  or understanding and relating to customers what they are selling.The responder can pull that call I made to the Switch department.  I have called numerous times and even the representatives agree that T-Mobile service is overrated and terrible.Upon initial purchase I was also told by representative that they would pay for my termination fee and pay off equipment and last bill as long as no  previous monies owed.  I had a $20 balance from 2 separate phones. T-Mobile sent me a card for $11.53. If they are stating they applied or I was given over $500 why is my bill with T-Mobile over $2000 and been the same price since I had the bill? Why was the initial promotion  that I signed up with switched several times after I made a complaint.  The solution doesn't make sense because I would still be stuck with a termination fee even if I returned the phones along with 2 bills totaling over $4500. T mobile needs major improvements to be great  and thrive with competition. As a customer that switched service for T mobile. I'm highly disappointed. Representatives did the job but  the company's inability to obtain integrity is obsolete. Customers of the T mobile brand or have service is treated as they are stock values or dollar amounts. T mobile is clearly for financial gain rather than providing good service to none at all. Reasons as follows but not limited to T-Mobile's inability to provide coverage; service delivery. Example, call drops, bad service,no service at times. False advertisements  not limited to promotional  and obligational contracts are not fulfilled. Store employees need more training to offer same promotions offered as what is advertised or stated at initiation of service. 
Sincerely,
[redacted]

October 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. ** experienced when trading in his devices and we appreciate the opportunity to address his concerns. Please note that on September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who traded-in their fully paid off iPhone 5 or above. Customers that purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Please be advised that those that trade-in an iPhone 6, 6 Plus, 6S, or 6S Plus will receive the phone at no cost after a trade-in credit and monthly EIP bill credits. Should customers choose the Plus model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant. Additionally, the trade-in device must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion. Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement. T-Mobile records indicate that on September 13, 2016, Mr. ** qualified for and took advantage of our EIP offering with the purchase of two Apple iPhone 7 Plus 128GB handsets. At the time of Mr. **’s purchase, he was required to make a down payment in the amount of $149.99 for each handset then agreed to a series of 24 monthly installments in the amount of $30.00 for each handset. Please be advised T-Mobile sent return shipping from USPS to Mr. ** that were include with Mr. **’s new iPhone 7 handsets. On September 28, 2016, Mr. ** contacted T-Mobile and requested new return shipping labels be sent to him to send the phones via UPS rather than USPS. Due to an inadvertent error, Mr. ** was sent return shipping labels to our Return Center and not the Assurant warehouse which processes trade-ins. On October 21, 2016, T-Mobile spoke to Mr. ** and advised that UPS records confirmed two packages were delivered to our Return Center warehouse but that no equipment has been scanned in at this time. Mr. ** was advised that there was a process in place that if a trade-in handset is sent to the wrong warehouse, the correct warehouse would be notified, but may further delay the trade in credits and additional two weeks. Mr. ** was advised that his credits should still be applied within two billing cycles, however T-Mobile will follow up on December 6, 2016 and if the promotional credits are not applied accordingly T-Mobile will apply the appropriate credits up to $649.99 per handset toward Mr. **’s open EIP balance. Mr. ** accepted this as a resolution and had no additional concerns. T-Mobile regrets any inconvenience to Mr. **. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No....

[redacted] 
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 16, 2017, regarding the above-referenced account.
We regret hearing of Mr. [redacted] concerns with our Carrier Freedom promotion and the status of his submission. In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions are collectively known as Carrier Freedom. As can be expected, there are several eligibility requirements for Carrier Freedom; some of the requirements were met and others were not.
Our records indicate that on October 19, 2016, Mr. [redacted] ported in his mobile numbers ending in [redacted] to T-Mobile. Further records confirm that on October 17, 2016, we received one iPhone 6 16GB Grey as a trade-in device. However, we have no record of Mr. [redacted] final detailed billing statement.
As a one-time courtesy and in an effort to amicably resolve this matter, on April 24, 2017, T-Mobile issued a credit of $250.00 to Mr. [redacted] account leaving the account with a credit balance of $250.00. Mr. [redacted] has accepted our offer as 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.
Chris L[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’s poor experience regarding her equipment purchase. T-Mobile records indicate that on May 2, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $49.99 plus tax. As Ms. [redacted] indicates in her correspondence to your office she made the request to cancel the order and line associated with the upgrade; however, per an administrative error the shipment was mailed and the equipment delivered. Please be advised upon speaking with Ms. [redacted] she indicates never receiving the shipment.
In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile has closed the associated EIP and provided a refund in the amount of $104.20 applied to the above-referenced account as an account credit. Along with an additional account credit and payment by Ms. [redacted] on May 20, 2017, her account has been returned to a zero balance.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent 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.
Liana G[redacted] Executive Response

November 13, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 5, 2015, regarding the above-referenced account. On November 9, 2015, T-Mobile spoke with authorized user, [redacted] and resolved this matter to his satisfaction. T-Mobile confirms on November 1, 2015, two lines of service were activated on the above referenced account. T-Mobile sincerely regrets that Mr. [redacted]’s iPhone 6 Plus order was delayed with a November 10, 2015, delivery date. Please note, shipping information provided to customers at the time an order is processed is always approximate, and handset orders may be subject to backorder or delivery delays based on the available supply. T-Mobile confirms the handset was received and use began with the mobile number ending in [redacted]. In an effort to resolve this matter amicably, T-Mobile has applied account credits totaling $69.03 towards monthly recurring charges and applicable taxes, on the November 3, 2015, billing statement. The account currently reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

June 29, 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 15, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the final balance in her account. T-Mobile records reflect that on January 31, 2015, Ms. [redacted] activated her account with one voice line of service. Our records confirm that as of the time of activation, Ms. [redacted] was subscribed to the Simple Choice Individual Unlimited Talk, Text, and 2GB’s of Data rate plan, which for $50.00, provided Ms. [redacted] with unlimited talk, text and 2 GBs of data at up to 4G/LTE speeds depending on device capability. Please note that Ms. [redacted] elected to have the $30.00 Unlimited Data feature and the $10.00 Jump feature. It is important to note that all pricing mentioned above is prior to any applicable taxes and fees.
Additionally, our records confirm that on January 31, 2017, Ms. [redacted] qualified for our Equipment Installment Plan (“EIP") offering with the purchase of an iPhone 6 Plus 16GB handset. Accordingly, Ms. [redacted] was asked to make a $414.00 down payment and agreed to a 24 monthly installment of $13.99. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due. This information is disclosed within the EIP agreement provided at the time of purchase.
Please be advised that Ms. [redacted]’s T-Mobile account was billed by a system known as “bill current.” This means that charges for her rate plan were billed in advance of the service being provided and become due within that billing cycle. Ms. [redacted]’s billing cycle ran from the 3rd of one month to the 2nd of the following month with a due date of the 23rd of the current billing cycle.
T-Mobile customers are eligible to receive a Wi-Fi CellSpot Router with a $25.00 deposit. T-Mobile records reflect that a Cellspot router was assigned to Ms. [redacted] and as of February 4, 2015, the router has been in use. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $289.00 before taxes non-return fee.
It is important to note that Ms. [redacted] has carried over a past due balance dating back to the billing statement dated December 3, 2015. Ms. [redacted]’s billing statement dated December 3, 2015, reflected a total balance owed in the amount of $508.59. This balance consisted of a past due balance of $376.28, current charges in the amount of $112.31 for services rendered from December 3, 2015, through January 2, 2016, and a $20.00 restore from suspension fee.
T-Mobile records reflect a payment was received on December 5, 2015, in the amount of $376.28, reducing Ms. [redacted]’s balance to $132.31. Please note that on December 9, 2015, the payment received on was returned as unpaid. As such, the charges were one again posted to the account and Ms. [redacted]’s balance reflected $508.59.
Ms. [redacted]’s billing statement dated January 3, 2016, reflected a total balance owed in the amount of $652.58. This balance consisted of a past due balance of $508.59, current charges in the amount of $117.60 for services rendered from January 3, 2016, through February 2, 2016, a $20.00 restore from suspension fee, and a $6.39 late payment fee.
As no further payments were received, on January 12, 2016, T-Mobile fully suspended Ms. [redacted]’s account for non-payment, at which point she was no longer incurred monthly service charges. Ms. [redacted]’s account was then canceled for non-payment on January 26, 2016. As Ms. [redacted]’s account was canceled, the final balance for the above mentioned EIP became due. Additionally, a return kit was sent to Ms. [redacted] for the return of the coverage device assigned to her account so as to avoid being assessed a non-return fee.
Ms. [redacted]’s billing statement dated February 3, 2016, reflected a total balance owed in the amount of $785.28. This balance consisted of a past due balance of $652.58, the final balance for the above mentioned EIP in the amount of $167.88, and credits totaling $35.18 for services charges after suspensions from January 13, 2016, through February 2, 2016.
Please be advised that as T-Mobile had no records of Ms. [redacted] returning the coverage device, on February 10, 2016, a $315.01 non-return fee including applicable taxes was assessed to Ms. [redacted]’s account increasing the balance owed to $1,100.29. Therefore, Ms. [redacted]’s billing statement dated March 3, 2016, reflected a total balance owed in the amount of $1,100.29.
Due to continued non-payment, on February 28, 2016, Ms. [redacted]’s account was referred to a third-party collection agency. After unsuccessful attempts to collect, on March 4, 2016, the account was assigned to [redacted], a third-party outside agency for the outstanding balance of $1,100.29. In conjunction with the attempts to collect the outstanding balance, the account was billed an outside collection fee of $219.11, bringing the balance on the account to $1,319.40. T-Mobile records reflect that Ms. [redacted]’s account was then referred to [redacted] an outside agency for collection of the outstanding balance of $1,319.40.
Please be advised that T-Mobile has no records of receiving a letter from Ms. [redacted] and based on the above; T-Mobile considers this balance to be valid and owed. Accordingly, T-Mobile respectfully declines Ms. [redacted]’s request to have her balance waived.
It is important to note that T-Mobile has mailed Ms. [redacted] a copy of her last three billing statements to the billing address on file. Finally, T-Mobile has notified ERC to cease and desist all collection efforts against Ms. [redacted]. However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this balance. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted] Executive Response

August 8, 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 27, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] experienced with her recent visit to a retail location.  Please be assured that T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location.      In an effort to resolve this matter T-Mobile applied an adjustment in the amount of $79.77, which brought Ms. [redacted]s account balance to zero. 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.   Lauren L[redacted] Executive Response