T-Mobile Usa Inc

July 15, 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 July 10, 2015, regarding the above-referenced account. 
 
T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S4 on January 6, 2014.  By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
 
With regard to Ms. [redacted]’ handset, upon receipt we examined it and it was found to have sustained physical damage to LCD which is not covered under the warranty.  Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam.  Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets.  A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange.  This information is also in the users’ manual and in the material that accompanies the replacement handset.  Based on the above information it is T-Mobile’s position that the $437.00 out-of-warranty fee was validly assessed.
 
However, as a courtesy and in an effort to amicably resolve this matter, on July 2, 2015, T-Mobile applied a credit of $225.00 towards the $437.00 out-of-warranty charge; bringing the charge owed to $212.00.  On July 14, 2015, T-Mobile applied an additional courtesy credit of $212.00 for the remaining portion of the out-of-warranty charge.  Ms. [redacted]’ T-Mobile account now reflects a balance of $109.50 due by July 13, 2015.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Luv V[redacted]
Executive Response

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 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

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

June 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 June 13, 2017, regarding the above-referenced account. Please be advised T-Mobile has resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her JUMP! upgrade. The JUMP! feature provides the benefit of trading-in a current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance. On November 19, 2016, Ms. [redacted] initiated a JUMP! upgrade on line ending in [redacted] and purchased an iPhone 7 Plus on EIP paying $31.25 a month for 24-months. Please be advised as part of the JUMP! purchase that Ms. [redacted] was required to return her iPhone 6s Plus handset back to T-Mobile to receive a trade-in credit for the remaining EIP balance of $374.99. T-Mobile records indicate that the iPhone 6s Plus was not received at the trade-in center; as such, the trade-in credit was not issued to the account and the associated EIP installments continued to be billed monthly.
On June 20, 2017, in an effort to amicably resolve this matter, T-Mobile closed the remaining EIP balance associated with the iPhone 6s Plus. In addition a credit in the amount of $250.00 was applied to the account, equal to eight months of the iPhone 6s Plus EIP installments. This credit brought the account balance down to $491.31 for unpaid past due charges, current service charges and monthly EIP for additional devices. 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.
Carolina F[redacted]
Executive Response

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

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 3, 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 Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced in regards to his coverage. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
Our records indicate that the account was on the T-Mobile ONE rate plan, which includes unlimited talk, text and data. T-Mobile reviewed the billing statements from March 3, 2017, through May 2, 2017, and over the course of those three months, Mr. [redacted] used an average of 209 minutes with calls as long as 40 minutes, sent and received and average of 1,809 text messages and used an average of 25,104.60 megabytes (25GB gigabytes) of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider the charges to be valid. T-Mobile respectfully declines Mr. [redacted]’s request for a credit for his services.
If Mr. [redacted] continues to experience any difficulties with the service, we request that he contact our Customer Care at 800-937-8997 and provide details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below.
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

May 4, 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 April 25, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’ satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her recent payment. Our records confirm that on February 1, 2016, Ms. [redacted] added an additional line of service to her account, for use with the mobile number ending in [redacted]. At the time of activation Ms. [redacted] was asked to pay a deposit for the line in the amount of $10.00, and purchase a SIM Starter Kit in the amount of $15.00. In addition, Ms. [redacted] opted to take advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Grand Prime handset. Ms. [redacted] was asked to remit a down payment in the amount of $62.00 for the handset. Including taxes and fees, Ms. [redacted]’ total upfront cost was $97.47. Please note that no portion of this payment was applied to the account balance, as the funds were not intended as an account payment. Upon speaking with Ms. [redacted] regarding this matter, T-Mobile provided the above information, which she accepted as resolution in full to her concerns. In addition, T-Mobile advised of our sincere regrets that Ms. [redacted] was not provided with the details of this transaction in a satisfactory way when she contacted Customer Care to discuss her concerns. T-Mobile issued a credit to Ms. [redacted]’ account in the amount of $50.00, due to her inconvenience in this matter, bringing the account to a revised balance of $295.64, which remains valid and owed. 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

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

April 20, 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 Pre-Paid No. XXX-XXX [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 9, 2017, regarding the above-referenced account.    In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his home.  We regret any coverage issues Mr. [redacted] has experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool.  In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect moderate coverage.    T-Mobile records indicate that Mr. [redacted] has remitted $60.00 in refills to his account.  Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”    Nevertheless, as a gesture of goodwill, on April 14, 2017, T-Mobile approved a refund in the amount of $60.00.  Mr. [redacted] was shipped a pre-paid MasterCard in the amount of $60.00, he should allow up to ten business days for the refund card to be delivered.   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.   Ally Y[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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I am not satisfied with the Statement from T-Mobile regarding my account, they continues broadcasting their lies with pretty words. The changing of the "Rate plan" back and forward was done by T-Mobile and T. -Mobile alone. I was laying down in my beds peacefully when a representative from T-Mobile called me luring me into their promotion,  no one explained to me that my "Rateplan"Will changed to a more expensive plan. The representative who called me explain everything so neat and convincing that figure I get a called to offer me a free tablet ( which I did not need)and a free phone just for keeping the account for 2 years which I plan to does an offer I can refused.  No one mentioned anything about changing the rate plan of course for a more expensive one. It's true that I did called and spoke to a representative concerning helping me with a plan to save some money, my bill with T-Mobilre was over $250.00 Dollars.  The representative sound helpful and offer me a less expensive plan, did she explains to me the that changing this plan will incurred me paying for the tablet that never worked, and the LG phone.. of course not, customer services employee at T-Monile appears to be train to be aggressive for their commissions and to disregard the welfare of their customers.  T- Mobile stop writing pretty words full of lies, and stop stealing from the customers.concerning their tablet check on their recordings they claim hat all the calls are recording for training purpose, I called several times to get assistance to get the tablet to be able to receive pictures, and text messages that didn't work.regarding the returning of their equipment yes it's true I returned after the 14 days period, I returned both equipment the same day see Attached UzpS receive.  T-Mobile is lurking into charging me for that phone incredible. I do not wish to continue wasting my time with this nonsense, I joined T-Mobile to stay with their services, I had used T-Mobile for a while using pre-Paid and I like their services, what I don't like is to be robbed, using pretty words to explain how they get their customer confused with their promotion. I do not wish to be contacted with these lies again, the records shows how many customers are switching to another carrier.

May 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc....

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is  unsatisfactory. I spoke to T-Mobile management who still could not take payment and I'm still left trying to satisfy this debt. This entire issue could have been resolved months ago when I walked into the store to return the device. I would like the negative remark removed and find out which collection agency I now have to pay.

June 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 May 31, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset. Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on May 24, 2017, May 26, 2017 and May 27, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in 4972. Please be advised that Mr. [redacted] met all requirements to have his device unlocked. However, Mr. [redacted]’s handset can only be unlocked via Device Unlock App. Therefore, on June 5, 2017, T-Mobile confirmed that Mr. [redacted]’s handset is approved for unlock through the Device Unlock App. The instructions for unlocking Mr. [redacted]’s handset can be found at https://support.t-mobile.com/docs/DOC-29242.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

December 7, 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 29, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced. T-Mobile records indicate on January 14, 2015, Ms. [redacted] activated service with two lines of service. Please note at the time of activation we received consent to a check Ms. [redacted]’s personal credit. Based on her personal credit history at the time of activation she was required to pay deposits in the amount of $50.00 for the first line and $30.00 for the second line. Please be advised that the deposits are refundable after 12 months of service in good standing. As such, the amount will first be applied to open debt, and then any remaining credit balance can be refunded. With one of T-Mobile’s latest Un-carrier moves, T-Mobile has 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. It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available. However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers. Please note, this program is available to Postpaid, Pay in Advance, Simply Prepaid and Simple Choice No Credit Check customers. Although other account types are qualified for this promotion, only postpaid accounts are eligible to use the EIP. As such, account holders who have an account type other than postpaid, who have met the 12 month payment history requirement and who want to take advantage of the EIP program to purchase new equipment will need to convert their account to a postpaid account by visiting a retail location or contacting Customer Care. Our records indicate Ms. [redacted] does not qualify for zero to low-down payment, due to 12 consecutive on-time monthly payments not posting to the account. Nevertheless, in order to reach an amicable resolution upon speaking with Ms. [redacted] on December 5, 2016, T-Mobile has applied a courtesy credit of $80.00 for her deposits paid at the time of activation. This credit reduced her overall balance to $84.69, due December 15, 2016. Additionally, T-Mobile has also extended the offer to well-qualify Ms. [redacted] to purchase new equipment at zero to low-down down payment. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced 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. Sharon B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Hello I spoke with Mr B[redacted] June 28th and he assured me he will acquire the documents I requested from the T-Mobile store and forward them to me. I have followed the instructions in the response from T-Mobile to receive the paperwork but still havent received and paperwork or any update correspondences via phone,email, or mail. I have left messages for Mr B[redacted] to call with with the updated status of my case but havent received any updates since June 28th. I am asking that my case be reopened to resolve my issue. Thank you, [redacted]

I was not given ample time to respond to my complaint. The company replied to me and has been handling my case. Please change status to resolved--satisfied at this point. Thank you
 
Complaint #[redacted]
 
[redacted]

Date Sent: 12/22/2015 11:40:37 AMDecember 22, 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 12, 2015, regarding the above-referenced account. T-Mobile regrets concerns to [redacted] regarding her prepaid refund card. T-Mobile records confirm that on October 6, 2015, T-Mobile mailed [redacted] a prepaid refund card in the amount of $172.28. The mailing time is seven to ten business days and [redacted] should have received it by October 20, 2015. On December 17, 2015, T-Mobile contacted Citibank with [redacted] to find that status of her prepaid refund card. Citibank advised that [redacted]’s prepaid refund card was shipped to the address on her T-Mobile account and [redacted] stated she was no longer at that address. T-Mobile requested that Citibank cancel the prepaid refund card. In an effort to amicably resolve this matter, the refund in the amount of $172.28 was returned to [redacted]’s checking account upon receiving her routing and checking information. Please allow three to five business days for it to reflect with [redacted]’s financial institution. T-Mobile will follow up with [redacted] by December 24, 2015, to ensure that she has received her refund. T-Mobile regrets any inconvenience to [redacted] regarding this matter and appreciates her patience. 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. Leah To[redacted] Executive Response

January 4, 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 Prepaid No. XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 29, 2015, regarding the above-referenced account. T-Mobile understands how important it is for our customers to have working devices and regret any inconvenience that Ms. [redacted] may have experienced while waiting for her device exchange. T-Mobile records indicate that on December 23, 2015, Ms. [redacted] spoke with our corporate office who offered to send Ms. [redacted] a Samsung Galaxy Note 4 exchange through our office. Ms. [redacted] accepted our offer of resolution and the exchange was ordered for Ms. [redacted]. On December 30, 2015, Ms. [redacted] was able to speak with our corporate office in regards to the replacement device that was ordered for her and informed Ms. [redacted] that the exchange can take seven to ten business days for her to receive which she understood. Please note that due to the holidays the estimated delivery date is January 7, 2015, which was also disclosed 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. Josiah M[redacted] Executive Response

September 18, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] remains not satisfied with our response to your office and apologize for any delay in further discussing Mr. [redacted]’s concerns. On September 16, 2017, T-Mobile contacted Mr. [redacted], and confirmed that although his activation for mobile number ending 5473 had not met the eligibility requirements, as a courtesy, we enrolled him in the This Line On Us promotion, which can be seen on his billing statement dated August 24, 2017. Additionally, T-Mobile also confirmed that Mr. [redacted] received the appropriate adjustments to honor the promotion since the date of activation and a courtesy credit for the inconveniences he has experienced.   As such, it is T-Mobile’s position that we have addressed Mr. [redacted]’s concerns accordingly, yet he remains unsatisfied. Though, T-Mobile regrets that Mr. [redacted] remains unsatisfied, we respectfully declined any further compensation.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response