T-Mobile Usa Inc

October 29, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated October 23, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding the recent Experience data breach concern. As you have already heard, [redacted], a vendor who processes credit applications for T-Mobile, suffered a breach of their data server that houses information about roughly 15 million T-Mobile customers. This breach, which is being aggressively investigated, covers credit applications that were submitted between September 1, 2013 and September 16, 2015. Please know that T-Mobile is fully cooperating with [redacted] in this investigation and will continue to do so as long as necessary. The records that were compromised include information such as names, addresses and birthdates. There were encrypted fields for social security numbers and identification such as a driver’s license or passport; however, it is believed that this encryption may have also been compromised. T-Mobile takes customer privacy and security very seriously. If Mr. [redacted] is concerned that his information may have been compromised as a part of this breach, he is entitled to register for two years of free credit monitoring. To enroll, Mr. [redacted] will need to visit the following website: www.protectmyID.com/securityincident. [redacted] has posted additional information at www.[redacted].com/T-MobileFacts and Mr. [redacted] can also refer to our own website, www.t-mobile.com. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Josiah M[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]

August 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 15, 2017, regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] has additional concerns regarding her account activity. Please be advised that on July 18, 2017, T-Mobile received a copy of Ms. [redacted]’s driver’s license, a police report number, and a confirmation number of her FTC affidavit. Please note that this information has been forwarded to our fraud department for further review. If a physical copy of the police report, and a physical copy of the FTC affidavit is still required we will advise Ms. [redacted]. T-Mobile will continue to work with Ms. [redacted] and will allow her to email the requested documents instead of mailing them to [redacted]@T-Mobile.com. In addition, Ms. [redacted] may also fax these requested documents to my attention at 1-505-998-3796.
In Ms. [redacted]’s original correspondence to your office, she indicated that someone attempted to purchase equipment on her account on May 26, 2017. Please be advised that information such as is considered proprietary and confidential information of T-Mobile. The request will need to be directed to the attention of T-Mobile’s Law Enforcement Relations group at 4 Sylvan Way, Parsippany, NJ 07054 or via facsimile 973-292-8697.
T-Mobile encourages Ms. [redacted] to contact the three major credit bureaus to make them aware that she may have been a victim of identity theft. They will instruct Ms. [redacted] further on how to protect herself against future fraudulent activity. Here is the contact information for the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
Please be advised T-Mobile will continue to work with Ms. [redacted] to confirm fraudulent charges were not assessed toward the account.
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

January 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 January 6, 2017, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. T-Mobile spoke with Mr. [redacted] on January 12, 2017, and has agreed to work with Mr. [redacted] regarding his T-Mobile account. T-Mobile records indicate that Mr. [redacted] has six active lines and is currently subscribed to our $130.00 T-Mobile ONE rate plan for the first two lines of service and $25.00 for each additional line of service and has the optional $12.00 Premium Handset Protection (“PHP”) feature on five lines of service. In addition Mr. [redacted] pays a combined monthly Equipment Installment Plan (“EIP”) charge of $155.13. Please note that Mr. [redacted] estimated monthly recurring charges with the monthly EIP are estimated to be $482.51. This does not include any additional promotional credits that Mr. [redacted] may receive or subscribe to. As the date of this letter Mr. [redacted] account reflects a balance owing of $400.00. Please be advised that T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list. This Discount Program is referred to as a The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. Regretfully, Mr. [redacted] no longer qualifies to receive a monthly corporate discount as he is no longer associated with Bank of America. In an effort to amicably resolve Mr. [redacted] concerns T-Mobile will be reviewing the account on the next billing statement schedule to generate on or around February 6, 2017, to ensure Mr. [redacted] monthly billing statement is correct. T-Mobile extends our sincerest thanks to Mr. [redacted], who has graciously agreed to continue working with T-Mobile towards an ongoing resolution to 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. Amor M[redacted] Executive Response

June 14, 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 31, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], who has been designated as an authorized user by Mr. [redacted], she confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding the refund for the equipment purchased. T-Mobile records indicate an order was placed on May 20, 2017, through T-Mobile’s Telesales department for three Samsung J7 devices as well as accessories totaling $812.30 including applicable tax. It is important to note that T-Mobile provides a 20-day return period to customers allowing them to use the service to see if it meets their needs. If the service is not acceptable, the customer can cancel their service without incurring any fees.
On May 25, 2017, T-Mobile records confirm the request to transfer the mobile numbers in question; however, due to system limitations, the numbers were unable to be transferred to T-Mobile due to the service area not being available for porting. As such, Mr. [redacted] requested to cancel services due to this, as well as ongoing issues with the equipment. As the account was within the return period, Mr. [redacted] was required to return the equipment to the point of sale prior to cancellation being performed.
On June 2, 2017, T-Mobile contacted Mr. [redacted] to authorize the cancellation of the account as the equipment was in route to T-Mobile’s return center.
Upon speaking with Ms. [redacted] on June 6, 2017, T-Mobile informed Ms. [redacted] of the refund request, and advised her that it has been escalated. Ms. [redacted] was also informed that the funds will be received to the payment method used within three business days for the full amount owed. As of the date of this letter, Mr. [redacted]’s account remains closed.
Furthermore, on June 12, 2017, Ms. [redacted] confirmed that the refund has been successfully received. T-Mobile has scheduled a review of the final billing statement to take place on June 27, 2017, at which time T-Mobile will apply any adjustments to ensure the account remains closed with a zero balance. T-Mobile will advise Ms. [redacted] of actions taking place via email, per her request.
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.
Adrianne F[redacted]
Executive Response

August 31, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted].                         T-Mobile Account Name: [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 23, 2017, regarding the above-referenced account.  Please be advised that T-Mobile confirmed that [redacted]. and [redacted] is the same person.  T-Mobile is pleased to report that Mr. [redacted]’s concerns have been addressed and resolved to his satisfaction.    T-Mobile regrets any concern Mr. [redacted] may have encountered regarding our T-Mobile Tuesdays offer.  Please note that on June 6, 2016, T-Mobile announced T-Mobile Tuesdays. T-Mobile Tuesdays is an application where T-Mobile thanks our customers by offering them incentives on a weekly basis.    On August 22, 2017, one of our T-Mobile Tuesdays gifts was to receive a free Meineke basic oil change of a $24.95 value or a $25.00 discount off any full-price service at Meineke Car Care Centers.  Please be advised that customers must select the ‘Redeem’ option from the T-Mobile Tuesdays application on their device, then select the “Go to Meineke’ option to then schedule an appointment at their nearest Meineke Car Center location by September 30, 2017.  It is important to note that not all Meineke Car Center locations participate in our offers; therefore, customer must follow the above instructions.   After further research, T-Mobile was able to confirm that the Meineke Car Care Center location that Mr. [redacted] visited was not participating in our T-Mobile Tuesday offer, therefore, Mr. [redacted] paid out-of-pocket for the oil change to his vehicle.    As a gesture of goodwill, and in an effort to amicably resolve this matter, on August 24, 2017, T-Mobile issued a credit of $25.00 towards Mr. [redacted]’s account to refund him for the oil change.  Please note that this credit reduced Mr. [redacted]’s account balance to $75.00.  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.   Mercedes V[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

December 15, 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 December 7, 2016, regarding the above-referenced account. Please note that we have been unsuccessful in gaining contact with Ms. [redacted]. As such, T-Mobile will make every effort to address and resolve Ms. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing and account maintenance concerns. We appreciate the opportunity to respond to this matter. T-Mobile records confirm that Ms. [redacted]’s billing statement dated July 2, 2016, carried a total balance due of $165.41. Please note that Ms. [redacted] was assessed charges for monthly access, and applicable taxes and fees for service between July 3, 2016, and August 2, 2016. Our records reflect that on July 25, 2016, Ms. [redacted] remitted a $165.41 payment. T-Mobile records confirm that Ms. [redacted]’s billing statement dated August 2, 2016, carried a total balance due of $165.41. Ms. [redacted] was assessed charges for monthly access, and applicable taxes and fees for service between August 3, 2016, and September 2, 2016. Please note that Ms. [redacted]’s current statement charges were due in full by August 23, 2016. T-Mobile records indicate that on August 9, 2016, Ms. [redacted] cancelled her mobile numbers ending [redacted] and [redacted] when she ported them to an alternate service provider. Ms. [redacted]’s billing cycle runs from the 3rd of one month to the 2nd of the following. Pursuant to T-Mobile policy, customers who cancel service mid-cycle may be assessed charges through the end of their current billing cycle. Accordingly, Ms. [redacted] was assessed charges through September 2, 2016. It should be noted that Ms. [redacted]’s account remained active as her mobile numbers ending [redacted] and [redacted] were not ported to another service provider, or cancelled by Customer Care. As such, Ms. [redacted]’s account continued to incur monthly access charges. T-Mobile records confirm that Ms. [redacted]’s billing statement dated September 2, 2016, carried a total balance due of $277.48. Please be advised that $165.41 was considered past due. Ms. [redacted] was assessed $115.65 in current statement charges for monthly access, and applicable taxes and fees for service between September 3, 2016, and October 2, 2016. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by September 23, 2016. T-Mobile records confirm that Ms. [redacted]’s billing statement dated October 2, 2016, carried a total balance due of $393.13. Please be advised that $277.48 was considered past due. Ms. [redacted] was assessed $115.65 in current statement charges for monthly access, and applicable taxes and fees for service between October 3, 2016, and November 2, 2016. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by October 23, 2016. Please be advised that our records confirm that on October 13, 2016, Ms. [redacted]’s account was suspended due to her payment delinquency. T-Mobile records confirm that Ms. [redacted]’s billing statement dated November 2, 2016, carried a total balance due of $519.08. Please be advised that $393.13 was considered past due. Ms. [redacted] was assessed $125.95 in current statement charges for monthly access, and applicable taxes and fees for service between November 3, 2016, and December 2, 2016. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by November 23, 2016. T-Mobile records confirm that Ms. [redacted]’s billing statement dated December 2, 2016, carried a total balance due of $453.10. it should be noted that as Ms. [redacted]’s account was previously suspended, her account received a $65.98 credit. Please be advised that Ms. [redacted]’s account balance was due in full by December 23, 2016. Upon review of Ms. [redacted]’s account, our records do not indicate that she has utilized services for the previous three billing periods on her remaining lines of service. Although it is T-Mobile’s position that Ms. [redacted]’s remaining account balance is valid and owed, on December 8, 2016, T-Mobile absolved her of her current account balance by issuing a one-time $453.10 courtesy credit. Please be advised that Ms. [redacted]’s account remains active with a zero balance. Should Ms. [redacted] wish to cancel her account, we encourage her to contact me at the number listed below or to contact Customer Care at (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. Jason A[redacted] Executive Response

August 9, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 27, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address any concerns within this letter and will forward a copy to [redacted].
T-Mobile regrets any concern to [redacted] regarding the information provided about T-Mobile’s tourist plans. 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 [redacted]'s recent contact with our retail location.

T-Mobile records indicate that on July 25, 2017 [redacted] visited a T-Mobile authorized retail location to purchase two Prepaid Tourist Plan sim cards for $30.00 per month which includes 1,000 minutes, unlimited text, and 2 GB of 4G LTE data. While in the retail location, [redacted] was advised to purchase two regular prepaid plans for $50.00, which includes unlimited talk and text, and 10 GB of 4G LTE data.

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.” T-Mobile regrets any inconvenience to [redacted].

In an effort to amicably resolve [redacted]'s concern, T-Mobile applied a credit of $100.00 to [redacted]'s account, reducing his balance to a credit of $25.00.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan C[redacted] Executive Response

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

receipt of your correspondence dated December 23, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] regarding the free tablet and line of service promotion that T-Mobile was running from November 18, 2016 - November 22, 2016. This promotion allowed eligible customers who had or activated two voice lines on T-Mobile ONE or Simple Choice to get up to two additional lines for free. T-Mobile records confirm that Mr. [redacted] activated his mobile broadband line on November 20, 2016, and is eligible for the promotion. Please note that T-Mobile agreed to mail Mr. [redacted] a brand new Samsung Galaxy Tab E to him on December 27, 2016 at no additional cost. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. Please be advised that due to an inadvertent error, when this fee was assessed on the account Mr. [redacted]’s services were temporarily suspended on December 21, 2016 and were resumed again on December 22, 2016. Please note that this $289.00 non-return fee was adjusted on December 27, 2016, as well as the applicable taxes. This credit has lowered the balance on the account to $140.01 which consists of the monthly access charges from November 9, 2016 through December 8, 2016. Pursuant to a conversation with Mr. [redacted] he advised he considers this matter resolved and is satisfied with the resolution. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response

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]

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 27, 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. [redacted] regarding his T-Mobile account. According to our records Mr. [redacted] activated four line of service with mobile numbers ending [redacted] on September 27, 2016, as well as purchased the Samsung On5 through Equipment Installment Plan (“EIP”). During his activation Mr. [redacted] was eligible and participated in our 4th Line Free and Smartphone On Us promotion. These promotions entitled Mr. [redacted] to receive promotional bill credits to take care of his fourth line of service and to cover the monthly EIP payments for his device as long as he remained active.   Our records reflect that on March 23, 2017, Mr. [redacted] ported his mobile numbers ending [redacted] to a new carrier and requested to cancel his mobile number ending [redacted] on March 27, 2017, which effectively canceled his entire account. It is important to note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the EIP agreement provided at the time of purchase.  Therefore, when the account was canceled on March 27, 2017, the remaining EIP balance of $106.24 was accelerated and posted to the final billing statement dated April 28, 2017, leaving the account closed with a final balance of $103.17.  It is T-Mobile's position that the remaining EIP balance is valid and owed.   Due to non-payment on June 20, 2017, the account was referred to third party collection agency, Diversified Consultants Inc. Although, it was outside the 14 day return period, T-Mobile allowed Mr. [redacted] to return the Samsung Galaxy On5. As of May 23, 2017, T-Mobile received Mr. [redacted]’s package however the device has not be located in our warehouse. Nevertheless, we have confirmed that the device has not had any usage since Mr. [redacted]’s return and as such, we have issued a credit for $103.17 account bringing the account to a zero balance.  In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated.   We again apologize for the inconveniences Mr. [redacted] experience and appreciate the opportunity to address 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.   Christina S[redacted] Executive Response

October 5, 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 September 27, 2015, regarding the above-referenced account. T-Mobile regrets to inform that all contacts to Ms. [redacted] have been unsuccessful. T-Mobile is more than happy to assist Ms. [redacted] and we hope that she contacts us at the below number to ensure that her concerns are resolved to her satisfaction. In Ms. [redacted]’s correspondence she references that she received a text message regarding the EIP pay off for the Samsung Galaxy S4 device; then being held responsible for the amount totaling $104.00. T-Mobile regrets any confusion this message may have caused. T-Mobile will adjust Ms. [redacted]’s account for the EIP pay off which will be reflected on the October 14, 2015, billing statement. Our records further indicate that a second adjustment of $26.00 was placed toward Ms. [redacted]’s account for the Samsung Galaxy S4 device on the billing statement dated September 14, 2015. As referenced in our previous correspondence to your office, T-Mobile has two programs for equipment which are JUMP! and JUMP on Demand. As Ms. [redacted] has advised and per our records, in August of 2015, Ms. [redacted] purchased an Apple iPhone 6 Plus using the JUMP! on Demand program where she agreed to a monthly payment of $19.00 per month for her device. In response to Ms. [redacted]’s concerns regarding the MCSA discount on her account, T-Mobile began to implement the requirement to recertify to receive the MCSA discount in early 2014. T-Mobile records confirm that on May 6, 2014, a notification was sent to all customers including Ms. [redacted]. Ms. [redacted] was given over two months to submit the necessary documentation on our website www.t-mobile.com/verify; however T-Mobile did not receive the required documents. Our records indicate on July 23, 2014, Ms. [redacted]’s 12% Advantage Program discount was removed from her account. As of today’s date, T-Mobile is yet to receive Ms. [redacted]’s required documentation; therefore we do ask that Ms. [redacted] email me a copy of her most recent paystub and upon verification T-Mobile will apply the corporate discount to her account. Ms. [redacted] may send her documentation to [redacted]@TMobile.com. In an effort to amicably resolve Ms. [redacted]’s concerns; T-Mobile has placed a total credit of $191.40 in lieu of the last fifteen months that Ms. [redacted]’s was not receiving the MCSA discount. The approximate monetary amount Ms. [redacted] was receiving monthly was $12.76. Ms. [redacted]’s account currently has a credit balance of $191.40. Please note, T-Mobile will need the requested documentation to successfully conclude her referenced MCSA concerns. Finally, please be assured that T-Mobile makes every effort to be professional and courteous to our customers and we sincerely regret Ms. [redacted]’s negative interaction with our Customer Care team and the lack of follow through. T-Mobile will ensure that the feedback is provided accordingly. We hope this resolution is acceptable to Ms. [redacted] and invite her to call me if she has further 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 [redacted] Very truly yours, T-MOBILE USA, INC. Lupe C[redacted] Executive Response

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

They were very helpful and my issue is resolved. Thank you. 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]

Complaint: [redacted]
I am rejecting this response because: service for the account in question was interrupted December 2016 in response I would assume to be non payment. Also the T Mobile representative misrepresented the plan I agreed to as a month to month service plan. I provided all the equipment and am not bound to any terms of service. T Mobile has also misrepresented their service agreement as to their advertised promotion as The Uncarrier. T Mobile is essentially billing me for services I did not receive. This complaint is far from being resolved. If T Mobile refuses to mitigate this I will be filing a complaint with the FTC for dceptive practices.
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]

Complaint: [redacted]
I am rejecting this response because: I am currently working with Costco Danville CA management, some new notes were made on my account yesterday and I am have been in touch with Abigail from the office of the president from T-mobile to resolve the matter of the recent iPhone 7 purchase as it was under warranty and I should have not been charged the full price as I was paying monthly insurance and one of my phones was stolen is May 2017. I would love to work out a way to return to T-Mobile as Sprints coverage is not that great in my area and I get lot of drop calls and bad connection and I mentioned to Abigail that I would reqiure 3 Iphone 7's from t mobile (1 -7 Plus Gold, 1 -7 rose gold and 1- 7 black. I am waiting to hear back from her regarding an offer. 
Sincerely,
[redacted]

April 19, 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 Prepaid No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 19, 2016, regarding the above-referenced number. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and has allowed T-Mobile to discuss this matter with Ms. [redacted] who is not authorized on the account. T-Mobile regrets any inconvenience caused to Ms. [redacted] in regards to money being debited from her debit card via Auto-Pay from Ms. [redacted]’s prepaid T-Mobile account. Pursuant to T-Mobile policy, customers can only sign up for Auto-Pay through their My T-Mobile account as well as directly through our Prepaid Refill Center T-Mobile records indicate that Ms. [redacted]’s prepaid T-Mobile account is not currently signed up for Auto-Pay; therefore, a direct debit is not active. On April 12, 2016, T-Mobile spoke with Ms. [redacted] and advised that her debit card is not set up as an Auto-Pay option on Ms. [redacted]’s account. Ms. [redacted] understood and was satisfied with the resolution. 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. Cesar R[redacted] Executive Response

October 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted]-[redacted] T-Mobile Account Holder: [redacted]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Mrs. [redacted]-[redacted] in the recall process of her new Samsung Galaxy Note 7. T-Mobile contacted Mrs. [redacted]-[redacted] on October 17, 2016 to discuss an amicable replacement process for her recalled Samsung Galaxy Note 7. T-Mobile has agreed to send Mrs. [redacted]-[redacted] a new Samsung Galaxy Note 5 64 gigabyte (“GB”) in white to her address provided to your office. T-Mobile has agreed to send the new Samsung Galaxy Note 5 handset at no additional charge as Mrs. [redacted]-[redacted] will be returning her recalled Samsung Galaxy Note 7 to her nearest retail store. Mrs. [redacted]-[redacted] should receive her new Samsung Galaxy Note 5 64 GB handset within five to seven business days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response