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]

February 12, 2018
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 February 7, 2018, regarding the above-referenced account.
T-Mobile regrets any continued account concerns Ms. [redacted] has experienced. On February 1, 2018, T-Mobile spoke to Ms. [redacted] and advised her that she could receive a $5.00 monthly discount for signing up for AutoPay. At that time we offered to add AutoPay for Ms. [redacted] and she declined. Ms. [redacted] stated that she would sign up for that service on her own. Please be advised that Ms. [redacted] enrolled in Autopay as of February 10, 2018, and we have applied a $5.00 credit to her balance bringing her new total to $70.00.
As stated in our previous correspondence, Ms. [redacted]’s first billing cycle ran from February 2, 2018, through March 1, 2018. As Ms. [redacted] activated on January 29, 2018, she should have been charged from that day to the beginning of her next cycle which was February. After further review, we have confirmed that Ms. [redacted] was not charged for this period of time and did not received prorated charges.
The current balance of $70.00 is due on February 22, 2018. This payment is for services up until March 1, 2018. If service is used up until this day then no refund will be provided. If Ms. [redacted] cancels this account by switching to prepaid service, she will receive a refund for the time that services were not used. Please be advised that Postpaid to Prepaid conversions are completed the same day and can take up to two hours to process. If Ms. [redacted] contacts T-Mobile on March 1, 2018 to complete her conversion to prepaid, she will not get further charges on this account. Please be advised that all information above has been provided to Ms. [redacted]. 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.
Vanessa C[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]

April 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 April 15, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on May 31, 2016, with four lines of service. Ms. [redacted] subscribed to our promotional Simple Choice Family Unlimited Talk, Text and Data rate plan at $120.00 monthly for four lines of service. It is important to note that this promotional rate plan is considered a “4th line free” plan, and may not be eligible for other promotional offers. On November 20, 2016, Mr. [redacted] added two additional lines of service, at $20.00 monthly per line of service.
At the time of Mr. [redacted]’s November 20, 2016 activation, T-Mobile offered a promotion where customers who were subscribed to a qualified rate plan could add up to two additional lines of service, and would receive a monthly credit for the add-a-line cost. It is important to note that “4th line free” rate plans were eligible to add one additional line of service, and receive the monthly promotional credit for the add-a-line costs. As such, Mr. [redacted] was only eligible to add one line of service as part of this promotional offer. Our records confirm that as of December 21, 2016, Mr. [redacted]’s line of service ending in [redacted] is receiving this monthly promotional credit.
Additionally, on November 20, 2016, Mr. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an LG K7 handset and an LG K10 handset. Mr. [redacted] was not required to remit a down payment, and he agreed to 24 monthly installments in the amount of $13.55. At the time of Mr. [redacted]’s purchase, T-Mobile offered a promotional offer where customers who were on a qualified rate plan or data feature would receive a participating handset at no cost, after a monthly credit. Regrettably, Mr. [redacted] was not subscribed to a qualified rate plan or data feature. As such, he was not eligible for the monthly promotional credits.
However, in an effort to amicably resolve Mr. [redacted]’s concerns, on April 18, 2017, T-Mobile closed the EIPs for the LG K7 and LG K10 handsets. As such, Mr. [redacted] will no longer be billed monthly for the handsets. Additionally, T-Mobile issued a credit to the account in the amount of $480.00, which equals 24 months of the add-a-line feature for the line of service not qualified for the above-referenced promotional offer. Due to a balance owed at that time, Mr. [redacted]’s account remains active, with a credit balance of $238.75. 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

I am satisfied with the result from Cindy M[redacted]
Executive Response Office of the President/CEO
Cindy Called me and will waved the charge and credit back to my account in additional they also will give me extra credit $150  for cause...

the inconvenience.
 
 
I am Sincerely thanks  Revdex.com for the assistance.
 
[redacted]

March 22, 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 March 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his Callertunes. T-Mobile records confirm on February 23, 2016, Mr. [redacted]’s rate plan was changed to the $40.00 Simple Starter Unlimited Talk and Text rate plan. At the time of the rate plan change Mr. [redacted]’s $1.49 Callertunes feature was removed. Regretfully, as Mr. [redacted] was grandfathered into an older Callertunes feature that did not require access to the Callertunes app, T-Mobile was unable to reapply the Callertunes feature that would work with his Motorola V195 device. To manage Callertunes utilizing the Callertunes by Listen App from a mobile device, Mr. [redacted] would need to utilize an Android or Apple device that has an active data plan. Mr. [redacted] can manage his Callertunes from a computer via http://callertunes.listen.com/ going forward. In an effort to amicably resolve this matter, on March 16, 2016, T-Mobile applied a credit in the amount of $78.90 for one month free of service. Mr. [redacted]’s account now reflects a credit balance of $78.90. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. 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

August 25, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 13, 2017, regarding the above-referenced account.  We regret any concerns Mr. [redacted] has regarding his mobile data.  T-Mobile records confirm that Mr. [redacted] activated T-Mobile service on May 9, 2013, and subscribed to the Simple Choice Value Unlimited Talk, Text, and Data rate plan for $50.00 monthly.  In addition, Mr. [redacted] subscribed to the optional Premium Handset Protection (“PHP”) feature for $7.99 monthly and Unlimited Data & 1GB Smartphone Mobile Hotspot Data for $20.00 monthly, totaling $77.99 per month plus taxes and fees.  Please note that on January 2, 2017, Mr. [redacted] changed his rate plan to the T-Mobile ONE rate plan for $75.00 monthly.  In addition, Mr. [redacted] subscribes to the optional JUMP! 2.0 feature for $12.00 monthly bringing the total monthly recurring charges of $87.00.  It is important to note T-Mobile has attempted troubleshooting with Mr. [redacted] in which has proven unsuccessful in resolving his concerns.  T-Mobile records indicate Mr. [redacted] is using an average of 33.16 gigabytes of mobile data over the past three billing statements.  While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity.  In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers.  T-Mobile wants customers to use and enjoy our services as much as possible, however successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity. T-Mobile’s records indicate that data usage on Mr. [redacted]’s account is very high relative to other customers. In fact, Mr. [redacted]’s account is among the highest data usage accounts on T-Mobile’s network.  As a very heavy user of T-Mobile services, Mr. [redacted]’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity. Where the network is lightly loaded, a very heavy user, such as Mr. [redacted], will likely notice little, if any, affect from this lower priority. However, at times and places where the network is heavily loaded, a very heavy user, such as Mr. [redacted] can expect to see some material reduction in data speeds. The number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is available. It is important to note that the lower speed that results from heavy network loading is temporary.  When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will increase. We understand that if Mr. [redacted] regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Mr. [redacted]’s high amount of data usage. In order to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to send Mr. [redacted] a T-Mobile 4GLTE Signal Booster for his home at no cost.  If Mr. [redacted] would like to accept T-Mobile’s offer he may contact me at the number listed below or our Customer Care department at 1-800-937-8997.  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.   [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

December 23, 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 December 18, 2015, regarding the above-referenced account. T-Mobile regrets any continued concerns Mr. [redacted] has experienced regarding his handset return. T-Mobile records confirm that in our previous response dated October 29, 2015, Mr. [redacted] was advised to return the equipment he purchased to our office and upon receipt of the equipment, T-Mobile would process a refund for his purchase. However, due to an inadvertent error, Mr. [redacted] refund was delayed. Please note that T-Mobile has approved the equipment refund in the amount of $37.00, which Mr. [redacted] can expect within the next seven to ten business days. T-Mobile regrets any inconvenience this may have caused. Please be advised that Mr. [redacted] account remains cancelled with a zero balance. 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

June 30, 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.
T-Mobile regrets any issues Mr. [redacted] experienced while upgrading his device with the JUMP! 2 feature. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period.
T-Mobile records indicate that on March 31, 2017, Mr. [redacted] processed a JUMP! 2 upgrade online via his www.myT-Mobile.com account upgrading from an iPhone 6s to an iPhone 7 Plus. When a JUMP! 2 upgrade is performed online or through customer care, customers like Mr. [redacted] receive a return label with the new device to have the old one returned in order to close its respective EIP. However, due to an administrative error, Mr. [redacted] received a return label without a trackable UPS number. As a result, we were unable to track the device and confirm if it was returned to our warehouse.
Nevertheless, on June 15, 2017, in an effort to amicably resolve Mr. [redacted]’s concern, T-Mobile issued a credit to his account in the amount of $108.20 equal to the remaining balance on the iPhone 6s device. Additionally, an $81.27 credit was applied to the account reimbursing Mr. [redacted] for the amount he had previous paid for on the returned device. This credit lowered the account balance from $192.90 to $3.43. As a courtesy, T-Mobile also credited the remaining $3.43 balance, which left the account with a zero balance.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with T-Mobile.
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.
Thania R[redacted]
Executive Response

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

March 22, 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 10, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] has been designated as an authorized user of the account.
We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding our “iPhone 7 Trade-Up” offering. Pursuant to the Terms and Conditions of the T-Mobile “iPhone 7 Trade-Up” offer, customers who traded-in an eligible iPhone device were given the opportunity to acquire an iPhone 7 32GB at no cost. Please note that this promotion carried a total promotional value of $649.99. In order to qualify for the promotion, the iPhone 7 32GB had to be purchased using our Equipment Installment Plan (“EIP”) offering and a qualifying handset had to be traded in to T-Mobile. In addition, it is very important to note that the promotional value was provided in two separate payouts, Trade-In Value and Monthly Promotional Credits. Please note that promotional credits are applied as long as customers continue to meet qualifications for the offer, including keeping the account active.
T-Mobile records indicate that between September 13, 2016 and September 14, 2016, Mr. [redacted] purchased two Apple iPhone 7 handsets on an EIP. At that time, our records confirm that Mr. [redacted] opted to trade-in his two iPhone 6s handsets, for an estimated trade-in value of $265.00 each, to be entered as an account credits upon receipt and inspection of the handsets at our warehouse. Please note that customers are furnished with a return mailing label to return their trade-in handsets to T-Mobile within 60 days of upgrade.
It is important to note that only one of the two traded-in Apple iPhone 6s devices has been received to the T-Mobile. Although the trade-in received was within the allotted time period and free of liquid or physical damage, the handset had the “Find my iPhone” application enabled which T-Mobile cannot remove and with it enabled, Mr. [redacted] would be able to track his device, even without being the current owner. As such, the handset is ineligible to receive the iPhone 7 Trade-Up offer.
However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile has waived the remaining $1,002.00 EIP balance for the two above mentioned iPhone 7 handsets. Pursuant to a conversation with Mr. [redacted], he confirmed that this matter had been resolved. 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.
Alberto V[redacted]
Executive Response

November 11, 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] Prepaid Mobile No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 4, 2015, regarding the above-referenced account. T-Mobile is pleased to confirm that [redacted]’s concerns have been successfully resolved. T-Mobile regrets any inconvenience that [redacted] has encountered regarding Our records indicate that [redacted] requested to have the handset unlocked on September 24, 2015. After confirming that [redacted] had met all of the necessary requirements, an unlock requerst was submitted for [redacted]’s Apple iPhone 6 handset, with the expectation that the request would be fulfilled within 24 hours. On September 25, 2015, the following email was sent to [redacted]: “Thank you for taking the time to contact T-Mobile. 24 hours after receiving this email, follow the below instructions for unlocking your T-Mobile iPhone. If you have a non-T-Mobile SIM card, follow these steps: 1.Remove your SIM card and insert the new SIM card. 2.Complete the setup process. If you don't have another SIM card you can use, follow these steps to complete the process: 1.Back up your iPhone using iTunes. 2.When you have a backup, erase your iPhone. 3.When you see the Welcome screen, connect your device to iTunes. If successfully unlocked, the message Congratulations, your iPhone has been unlocked will display. 4.Use iTunes to restore your iPhone from the backup you just made. 5.If your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous steps. If your iPhone doesn't unlock, complete a backup through iTunes or iCloud again and follow previous steps. If it not a T-Mobile device, it will not be unlocked.” Upon receipt of this correspondence, T-Mobile was able to reach [redacted] via email to discuss their concerns. [redacted] advised T-Mobile that after following all the steps as outlined above, the handset was still locked. T-Mobile suggested that [redacted] visit a local retail store for assistance with unlocking the handset. [redacted] later confirmed to T-Mobile that the handset was now successfully unlocked. T-Mobile regrets any difficulty that [redacted] experienced while attempting to unlock the iPhone 6 handset. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

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]

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

November 14, 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 2, 2016, 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 concern Ms. [redacted] experienced in regards to her son’s onboarding experience and port in issue. T-Mobile strives to provide the Un-carrier experience in every interaction and regrets that Ms. [redacted] did not receive this. T-Mobile records confirm that on October 30, 2016, both of her son’s mobile devices were able to work accurately with their respective numbers and Ms. [redacted] has not contacted Customer Care to report any issues. Please note that on October 31, 2016, T-Mobile applied a courtesy credit in the amount of $50.00 as a courtesy to Ms. [redacted]’s above-referenced account leaving an account credit of $50.00. T-Mobile respectfully declines Ms. [redacted]’s request to upgrade her son’s data to unlimited data at no additional cost. However, in an effort to amicably resolve this matter, on November 10, 2016, T-Mobile applied a credit in the amount of $160.00 which is equivalent to one month of monthly recurring charges to offer a free month of service leaving the account reflecting a total account credit of $210.00. 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. Oscar T[redacted] Executive Response

May 23, 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 May 12, 2017, regarding the above-referenced account. Please be advised that [redacted] is an authorized user on the business account [redacted].
T-Mobile regrets any inconvenience Ms. [redacted] has experienced. Please note that T-Mobile takes account security very seriously. Standard T-Mobile security requirements are the party contacting T-Mobile must be an authorized user on the account and provide the last four of the tax identification number for a business account. Please note customers are able to create and require a password as an additional security measure if they would like. If a customer has forgot their password T-Mobile will send a one-time pin to one of the phones on the account which must be verified prior to resetting the password. It is important to note in a T-Mobile retail store an authorized user may also present their government issued ID to gain access to an account. At this time T-Mobile has no additional security measures available.
T-Mobile records confirm that on April 8, 2017, a person identifying themselves as [redacted] verified the one-time pin and added the $40.00 unlimited data feature. Please note this feature was later removed on April 27, 2017, by Ms. [redacted]. In review of the account, T-Mobile records confirm that proper security procedures were followed. Additionally, T-Mobile was unable to substantiate Ms. [redacted]’s claim that call records were released at a retail store.
In regards to Ms. [redacted]’s concerns regarding the billing on her account, her most recent billing statement dated May 3, 2017, did not have any additionally prorated charges just the addition of the $40.00 data feature referenced above in addition to her standard monthly recurring charges which consisted of the following:
• $100.00 for the Business Simple Choice Unlimited Talk, Text, Plus Data 4 Lines rate plan.
• $30.00 for three lines of the Premium Handset Protection for the mobile numbers ending in [redacted] • $40.00 for the unlimited data feature with 6GB of mobile hotspot on the mobile number ending in [redacted] referenced above.
• $20.00 for unlimited data feature with 2GB of hotspot for the mobile number ending in [redacted].
• Applicable taxes and fees.
• $99.50 in Equipment Installment Plan charges for the three Apple iPhone 6s Plus devices and Alcatel One touch Pixi purchased in December of 2015.
In an effort to amicably resolve this matter, on May 19, 2017, T-Mobile applied a credit in the amount of $40.00 toward the account. Ms. [redacted]’s account now reflects a remaining balance of $553.18 which represents her remaining charges from the billing statements dated April 3, 2017, and March 3, 2017. T-Mobile regrets any inconvenience this may have cuaused 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.
Zachary S[redacted]
Executive Response

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

July 28, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

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

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