T-Mobile Usa Inc

April 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 30, 2016, regarding the above-referenced prepaid number. T-Mobile regrets any continued concerns that Ms. [redacted] experienced regarding her refund and not receiving the refund card in a timely manner. T-Mobile records confirm that on November 24, 2015, T-Mobile approved for the refund in the amount of $50.75 and it was mailed to the address on file. Regretfully, as a result of an inadvertent error, the refund was processed and sent to a previous address. Upon speaking with Ms. [redacted], T-Mobile has confirmed the shipping address and has instructed that another refund card be sent. Please note that Ms. [redacted] can expect her refund within the next seven to ten business days. T-Mobile regrets any inconvenience this may have caused. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

Revdex.com:I will accept this offer even though it was sent to Convergent in less than 2 weeks.  Please see attachment.
 
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]-[redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

May 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 May 2, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding the cancellation of his T-Mobile service. T-Mobile records confirm that on March 9, 2017, Mr. [redacted] cancelled his T-Mobile service. At the time cancellation Mr. [redacted] had one active Equipment Installment Plan (“EIP”) for an iPhone 6S device with a remaining balance of $460.36. Due to an inadvertent system error, the EIP final balance did not populate on the subsequent bill cycle following the cancellation of service.
On May 2, 2017, T-Mobile closed the EIP and the final billed charges for the device in the amount of $460.36 will reflect on the June 13, 2017, bill statement. T-Mobile contacted Mr. [redacted] on May 10, 2017, and during our subsequent conversation, T-Mobile advised Mr. [redacted] that a revised final billing statement including the EIP billed charges will be available June 13, 2017. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

March 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 16, 2016, regarding the above-referenced account. Please be advised that the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We have made several 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 records confirm that on September 19, 2015, Mr. [redacted] qualified and took advantage of our Equipment Installment Plan ("EIP") with the purchase of an Apple iPhone 6 handset. Please note that Mr. [redacted] also subscribes to our JUMP! feature, which provides subscribers the benefit of trading in the handset and T-Mobile paying off the remaining balance as long as the phone meets program eligibility and in like new condition. On January 2, 2016, Mr. [redacted] utilized his JUMP! upgrade with the purchase of an Apple iPhone 6S handset. To complete the JUMP! trade-in process, upon Mr. [redacted]’s receipt of the new handset, he was required to return his Apple iPhone 6 to T-Mobile. Upon receipt and inspection of Mr. [redacted]’s Apple iPhone 6 handset, it was determined to have physical damage to the LCD. As a result, Mr. [redacted] was not eligible for the JUMP! benefit of having the remaining balance from the handset credited and as such would remain responsible for the full EIP balance for the Apple iPhone 6 handset. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has offered to credit the remaining EIP balance for the above referenced handset in the amount of $162.48. Please be advised that Mr. [redacted] has until April 15, 2016, to contact me at the number included below to take advantage of our offer. Please note that Ms. [redacted]’s account remains active with a balance of $278.13. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

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]

October 24, 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 14, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his 2016 iPhone Trade-Up offer. T-Mobile records confirm that on September 14, 2016, Mr. [redacted] qualified and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 7 Black handsets with 32GB of memory and two Apple iPhone 7 Plus Rose Gold handsets with 32GB of memory. At the time of purchase Mr. [redacted]’s purchase qualified for the 2016 iPhone Trade-Up offer. Starting September 9, 2016, for a limited time, new and existing postpaid customers who trade-in their fully paid off iPhone (from any carrier) can get a new iPhone 7 for free, via billing credits, when purchased on EIP. Starting September 15, 2016, customers must sign up for the T-Mobile ONE rate plan. On October 6, 2016, Mr. [redacted] utilized T-Mobile’s EIP offering with the purchase of an Apple iPhone 7 Black handset with 32GB of memory. Please note that as Mr. [redacted] did not change his rate plan to the T-Mobile ONE rate plan, Mr. [redacted]’s purchase did not qualify to receive the monthly bill credits, reducing the cost of the handset to zero. Additionally, on October 7, 2016, Mr. [redacted] qualified and took advantage of T-Mobile’s JUMP! On Demand lease offering, with the lease of an Apple iPhone 7 Black handset with 32GB of memory. This handset also did not qualify for the 2016 iPhone Trade-Up offer as the handset must have been purchased utilizing EIP. Nevertheless, on October 20, 2016, in an effort to amicably resolve the matter, and as a courtesy to Mr. [redacted], T-Mobile closed Mr. [redacted]’s EIP and JUMP! On Demand on the two iPhone 7 Black handsets purchased on October 6, 2016, and October 7, 2016, reducing the balances to zero. 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

December 15, 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 December 14, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile regrets any misunderstanding to Mr. [redacted] when attempting to pay off his Equipment Installments Plan (EIP). T-Mobile records reflect that Mr. [redacted]’s billing statement dated September 27, 2015, had a balance of $209.79 which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from September 27, 2015, to October 26, 2015, and the EIP monthly installment totaling $58.32 ($31.24 for an iPhone 6 Plus Space Gray 16GB of memory handset and $27.08 for an iPhone 6 Silver 16GB of memory handset). Please note that on October 7, 2015, payments totaling $119.00 for the above listed charges were remitted to the account, leaving the account with a remaining balance of $90.79. Our records confirm that Mr. [redacted] remitted a payment online at my.t-mobile.com in the amount of $415.00 on October 8, 2015, towards the remaining EIP balance of his iPhone 6 Plus Space Gray 16GB of memory handset. Please note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account immediately, while the associated charge to close the EIP does not appear until the end of the billing cycle. As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance. At that time, the account was left with a credit balance of $324.21. T-Mobile records reflect that Mr. [redacted]’s billing statement dated October 27, 2015, had a balance of $631.69 which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from October 27, 2015, to November 26, 2015, the EIP monthly installment totaling $58.32, and reflected the prepayment charge of $415.00 for the iPhone 6 Plus with 16GB of memory handset. Please note that as Mr. [redacted] had a credit balance of $324.21, his account was left with a remaining balance of $307.48 which reflected on his billing statement dated October 27, 2015. Our records indicate that on October 29, 2015, payment of $9.80 was remitted to the account. On October 29, 2015, Mr. [redacted] remitted two payments online at my.t-mobile.com in the amount of $9.80 and $200.00 for the remaining EIP balance of his iPhone 6 Plus Space Gray 16GB of memory handset. Following, on November 19, 2015, payments totaling $127.68 for the account service charges were remitted to the account. On November 21, 2015, Mr. [redacted] remitted a payment online at my.t-mobile.com in the amount of $50.00 towards the remaining EIP balance for his iPhone 6 Silver 16GB of memory handset. At that time, the account had a credit balance of $80.00. T-Mobile records further reflect that Mr. [redacted]’s billing statement dated November 27, 2015, had a balance of $365.25 which consisted of monthly recurring charges, add-A-line feature, applicable taxes and fees billed from November 27, 2015, to December 26, 2015, the EIP monthly installment of $27.08, and reflected the prepayment charges of $200.00 for the iPhone 6 Plus with 16GB of memory handset, the prepayment of $50.00 for the iPhone 6 with 16GB of memory handset, and the final remaining charge of $9.80 for the iPhone 6 Plus with 16GB of memory handset. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on December 14, 2015, a credit of $160.00 for a free month of service was posted to the account, leaving the account with a remaining balance of $205.25 due on December 19, 2015. T-Mobile regrets any inconvenience to Mr. [redacted]’s 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response

they did do everything they saidRevdex.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]

November 3, 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 25, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his recent call charges and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. In reviewing the records for the above account it appears that Mr. [redacted] incurred international long distance charges for a call initiated directly from their T-Mobile handset for the mobile number ending [redacted]. If an international phone number is entered and the send key is pressed, the handset will place an international call over the T-Mobile network. Our records confirm that Mr. [redacted] was billed in accordance with the international long distance rate and the call placed via our network which totaled $1,079.29, including applicable taxes for the international call made on September 7, 2016. On October 27, 2016, Mr. [redacted] contacted T-Mobile requesting a credit for the billed calls. As the charges were valid, Mr. [redacted]’s request was respectfully declined and he was advised how to prevent internal call charges and advised of payment arrangement options available to him. Pursuant to Mr. [redacted]’s request, an international long distance block was added to all lines of service on his account. In addition, Mr. [redacted] agreed to payment arrangements where he would pay the international call charges of $1, 079.29 in eight installment of $134.40. Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, on November 12, 2016, T-Mobile issued a credit in the amount of $537.64 the remaining amount of $537.6.3 will be billed in one installment on Mr. [redacted]’s following billing statement dated November 21, 2016. Mr. [redacted] was satisfied with the resolution and had no other concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

April 13, 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 7, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets to any concerns Mr. [redacted] experienced regarding previous security restrictions placed on his T-Mobile account. Based on T-Mobile’s review of Mr. [redacted]’s account records it has been confirmed that, due a previous instance wherein several handset orders were placed in a short window of time on Mr. [redacted]’s account. At that time, as a security measure T-Mobile placed a restriction on Mr. [redacted]’s account which limited his account from placing equipment orders through T-Mobile Customer Care and www.T-Mobile.com.
With regard to Mr. [redacted]’s concerns surrounding a $20.00 upgrade support charge it is important to note that all customers who choose to upgrade either in a T-Mobile retail location, or over the phone with a customer service agent are assessed a $20.00 upgrade support charge. Should a customer choose to upgrade their handset online at www.t-mobile.com there is no upgrade support charge assessed.
In an effort to amicably resolve the matter upon speaking to Mr. [redacted], on April 10, 2017, T-Mobile agreed to remove the above-referenced security restrictions from Mr. [redacted]’s account. Additionally, as a courtesy to Mr. [redacted], T-Mobile applied a one-time credit in the amount of $40.00 toward Mr. [redacted]’s account which is equivalent to the cost of two $20.00 upgrade support fees. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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

Tell us why here...
October 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 October 21, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced during his tenure with T-Mobile. As stated in our response to your office dated October 20, 2017, T-Mobile has issued a refund in the amount of $5.00, in an effort to reimburse Mr. [redacted] for his SIM Starter Kit. It should be noted that this refund was issued via prepaid debit card and should arrive at Mr. [redacted]’s residence via US Mail within ten business days of approval. On October 25, 2017, T-Mobile contacted Mr. [redacted] to advised of previous resolution and to allow ten business days to receive the aforementioned refund.
As such, Mr. [redacted] agreed to the response provided on October 25, 2017, and advised matter was resolved to his satisfaction. T-Mobile regrets any inconvenience caused 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.
Sharon B[redacted] Executive Response

February 24, 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 February 13, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’ concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced with regards to his LG V10 device. T-Mobile records indicate that on November 3, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG V10 device. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $444.00 and agreed to a series of 24 monthly installments in the amount of $0.34.
By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. This warranty has been extended as Mr. [redacted] subscribes to the optional JUMP!PHP feature. During the Limited Warranty period, Mr. [redacted] is 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.
On three different occasions which were April 21, 2016, August 25, 2016 and December 29, 2016, handset replacements were ordered for Mr. [redacted]’ non-working handset. T-Mobile regrets that Mr. [redacted] has had continuous handset issues on each occasion of participating in T-Mobile’s handset exchange program.
In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile has offered and agreed to send Mr. [redacted] a brand new Apple iPhone 7 device at no cost. Mr. [redacted] should except to receive the equipment in the next three business days. T-Mobile regrets any inconvenience caused 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.
Lupe C[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: the Rep failed to inform me of the rate change.  If I had been informed I could have made the decision to add the line or look for cheaper service with another provider.  Due to the error from your company I am requesting as a good faith to for go the additional charge. 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]
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

February 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 15, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on April 24, 2016, with two lines of service ending in [redacted] and [redacted]. On November 23, 2017, Mr. [redacted] added a third line of service, ending in [redacted]. Mr. [redacted] is subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $70.00 monthly for the first two lines of service, and $20.00 monthly for each additional line of service. However, at the time of Mr. [redacted]’s addition of the line of service ending in [redacted], he took advantage of a promotion to receive a monthly credit for the third line of service, in the amount of $20.00. Please note that it may take one to two billing cycles for this credit to be applied to the account.
Our records confirm that as of February 3, 2017, Mr. [redacted] was enrolled in this promotional offer, and will receive a monthly credit in the amount of $20.00 for the add-a-line charge for the line of service ending in [redacted]. On February 9, 2017, in an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile issued a credit to his account in the amount of $20.94 for the billed add-a-line charges and applicable taxes. Mr. [redacted]’s balance owed at that time was $86.06. Mr. [redacted] remitted a payment for this balance on February 15, 2017. Mr. [redacted]’s billing statement dated February 25, 2017, was in the amount of $107.00, with the above-referenced adjustment still to be applied. Payment for this balance is due March 17, 2017, and 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. 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

August 31, 2017
FILED ELECTRONIC[redacted]
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered with her handset upgrade. 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 retail location.
T-Mobile records confirm that, on August 15, 2017, Ms. [redacted] paid off the remaining balance on her iPhone 6S Plus Equipment Installment Plan (“EIP”) in the amount of $103.49, and then qualified for and took advantage of our EIP offering with the purchase of a new handset. All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24-month financing agreement signed at the time of the purchase.
While we regret any misunderstanding about the EIP program and the specifics of the offer to Ms. [redacted], her down payment collected at the time of purchase was determined by several factors including handset selected, individual account tenure, payment history, and personal credit information.
Based on the above factors, Ms. [redacted] qualified to purchase a Samsung Galaxy S7 32GB handset with a retail price of $480.00 by remitting a down payment of $264.00 and 24 interest-free monthly installment payments in the amount of $9.00. T-Mobile records do not confirm that at the time of the purchase Ms. [redacted] was eligible for a zero down payment, and regrets any misinformation. Nevertheless, in an effort to amicably resolve this matter T-Mobile applied a credit in the amount of $103.49 toward the account. The credit reduced the account balance to a credit balance of $103.49. T-Mobile is glad to confirm Ms. [redacted] accepted the credit as a resolution to her concerns and we regret any inconvenience this may have caused.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: After speaking with Jason, I called my financial institution who also did further investigation. Their investigation states that a 3rd party company by the name of NOVENTIS has intercepted my payment and was paying it via credit card. Now, my financial institution does not work with NOVENTIS nor do they know who they are. I then called TMobile back to try to speak with Jason, which no one, including supervisors have a number to reach him and advised me to "Write a letter" instead. When I asked the representative at TMobile if they worked with a 3rd party company, I was told first No, then told "They may have used them in the past and perhaps it wasn't switched from my account" Prior to the 3 months, I never ONCE had these issues.. This is not my problem, nor my banks problem. This is TMobiles problem. IF their CAT department, found this issue and knows where the problem stems from, then why are they not fixing the problem? Why can't they redirect the money from my bank back into my account. Where did this NOVENTIS company come from? I did turn down the offer for autopay because this does NOT fix the issue, but gives them full access to my bank account which if they can't fix this 3rd party from taking my money why on earth would I allow them to take money from my account.I want this fixed, weather that is to set me up with a new account with Tmobile or put this company NOVENTIS in jail. But if it's not fixed and done with in the next time a payment is due, I will be leaving T Mobile after 13 years, I will not pay a fee to leave or for my phone. Do I want to leave? NO. I want this to be fixed, but if the CAT team and JAson are so unwilling to find a better resolution other than me giving them access to my bank account then I wlll be gone, no further payments or fee's will be sent or I will be required to pay.Again, I have no clue who NOVENTIS is, I don't know how they accessed my account and I Don't understand the secrecy of TMobile when theirs a fraud going on why aren't they doing something to PROTECT THEIR CUSTOMERS!  Fix it by the next pay period or I'm gone with nothing else owed.[redacted]      
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

April 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 April 3, 2017, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’ satisfaction.
T-Mobile records confirm that Ms. [redacted] canceled her account on February 28, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted] billing cycle ran from the 27th of one month to the 26th 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 March 26, 2017.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $92.05 for the entirety of charges incurred from February 27, 2017, through March 26, 2017. Ms. [redacted]’ account will remain closed with a zero balance. Upon speaking with Ms. [redacted] she accepted this as full 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.
Zachary S[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Although I am accepting this response it must be noted, that I paid on April 8th the amount verbally furnished to me by a T-mobile representative as the final billing amount. I was also assured on that date that I had no other outstanding obligations. It is my hope that T-mobile representatives will do a more thorough job in the future, of disseminating accurate information to customers in store and over the phone.Sincerely, [redacted]