T-Mobile Usa Inc

January 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 9, 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]’ concerns within this letter. T-Mobile regrets any concerns that Ms. [redacted] has had regarding her Carrier Freedom reimbursement or her handset trade-in credit. Our records indicate that Ms. [redacted] activated her T-Mobile account on November 5, 2015. Under the terms of our Carrier Freedom program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”). Customers then need to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. Please note that to date, T-Mobile has no record of receipt of a reimbursement request from Ms. [redacted]. However, our records confirm that on January 8, 2016, Ms. [redacted] reached our online Customer Relations Team and provided them with a copy of her final billing statement from her previous provider. At that time, T-Mobile confirmed that Ms. [redacted] was charged an early termination fee in the amount of $165.00 when she cancelled with her previous provider, and as such, T-Mobile entered a credit in the amount of $165.00 toward Ms. [redacted]’ account. Upon receipt of this correspondence, T-Mobile investigated Ms. [redacted]’ concerns regarding her trade-in handset. Regretfully, T-Mobile has no records to indicate that a handset was traded-in at the time of activation. As we were unable to reach Ms. [redacted], we were unable to gain details regarding the handset trade-in transaction. Nevertheless, as Ms. [redacted] indicates that the handset was quoted a value of $75.00, T- Mobile has entered a credit to the account in the amount of $75.00, bringing the account to a revised credit balance of $143.92. T-Mobile regrets any inconvenience to Ms. [redacted], and we are sorry to hear that she had difficulty discussing the details of her account in-store with our representatives. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact, regardless of the origination of the account. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our retail location. T-Mobile would like to further discuss the matter with Ms. [redacted]’ regarding her in-store experience and to confirm that we have addressed all of her concerns. Ms. [redacted] may contact me at the number listed below if she would like to discuss the matter further. 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 still have no proof of final billing, I disagree with T-mobile's assessment that I was able to fully use the services, it was disruptive to the point of having to switch carriers, caused me financial harm and distress, and the parttern I noted and the conversations I noted indicated it was at least partially retaliatory on T-mobile's part. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: nobody reached out to me to assist me with this account, I did have a payment return back in january however that was due to confusion because I had paid with a credit card not knowing they ach'd my account therefore I double paid and when tmobile realized this they issued me a credit of the restoral fees not because they were trying to be nice but because they made a MISTAKE! then they set me up on auto pay and again took me off without me knowing and did not process the payment they were supposed to which is why again they removed the restoral fees because of yet again another mistake made by tmobile. Additionally I did not request all the services you stated I have, I just found out that more services were added to my account without my knowledge and in the last 4 months that I have been calling NOBODY, NOT ONE PERSON could tell me why my bill was sooooooooooo high until I talked to a gentlemen this morning and he was EXTREMELY helpful in explaining exactly where the charges came from and helped me to understand it. My new bill is $312.51 and I have an arrangement to pay $200 on 4/7 and the remaining $112.51 on 4/21 - my services were again cut this morning after tmobile did NOT process the auto payment I had setup so I hope I dont get an additional $100 in restoral fees added because I will be highly upset again. I dont feel like anyone helped me thru this Revdex.com complaint and all I received was an email that stated a gentleman would call me and he never did. He then sent me an auto reply to my email to him, this is just insane all the problems I  have faced in the last 4 months after having service for 16 years with this company. Seriously rethinking if I even want to stay with Tmobile.
Sincerely,
[redacted]

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

Complaint ID [redacted] has been resolved. I no longer require any further assistance. The business helped me to resolve the issue on the account and provided me with a bill credit. 
 
[redacted]

May 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 April 24, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his concerns with his efforts to take advantage of our 2016 Friends & Family 2 Lines on Us and 2016 Winter Smartphone offer. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated two lines of service on November 20, 2016, and attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 lines On Us; and
• 2016 Winter Smartphone.
As can be expected, there are several eligibility requirements for each of the above promotions. Mr. [redacted] met all of the requirements for the 2016 Friends and Family offer as he activated two new voice lines, for which he is receiving the expected monthly bill credits. Those bill credits are reflected on page three of his most recent billing statement. Furthermore, T-Mobile has reviewed Mr. [redacted]’s billing statements and found that he has received the monthly bill credit associated with the 2016 Friends & Family 2 Lines on Us since his billing statement dated December 25, 2016. Mr. [redacted] may review his billing statements since December 25, 2016, and confirm he has received the appropriate bill credits associated with the promotional offer.
With respect to the 2016 Winter Smartphone offer, T-Mobile records indicate Mr. [redacted] purchased a LG Stylo 2 on our Equipment Installment Plan (“EIP”). As such, Mr. [redacted] qualified for our 2016 Winter Smartphone offer which provided eligible customers a $5.84 monthly bill credit. T-Mobile records indicate on February 1, 2017, Mr. [redacted] was approved for the 2016 Winter Smartphone offer. As such, Mr. [redacted] was provided a bill credit of $17.52 on his billing statement dated February 25, 2017, which represented his missing monthly bill credits. Furthermore, Mr. [redacted] will continue to receive a monthly bill credit of $5.84 for his LG Stylo 2.
However in an effort to amicably resolve this matter, T-Mobile has agreed to close Mr. [redacted]’s EIP for his LG Stylo 2. As such, Mr. [redacted] will no longer receive monthly bill charges for his LG Stylo 2 EIP.
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

August 7, 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 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted]’s may have experienced in regards to his billing. T-Mobile records confirm that on December 10, 2016, Mr. [redacted] activated two mobile numbers ending in [redacted] and [redacted] and was subscribed to the T-Mobile ONE rate plan for $130.00 per month plus applicable taxes and fees. Further, Mr. [redacted]s elected to enroll in Autopay for a discount of $5.00 per line of service per bill cycle. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
Please be advised that on March 4, 2017, a third line of service was activated that ended in [redacted] and on May 13, 2017, a fourth line was activated ending in [redacted], for an additional line cost per month of $25.00. Additionally on May 29, 2017, two voice lines of service were activated ending in [redacted] and [redacted] and were subscribed to an add-a- line cost of $25.00 per month. It is important to note, that at the times of activation, Mr. [redacted] elected to add Premium Handset Protection (“PHP”) for $12.00 per month for the lines ending in [redacted], [redacted], and [redacted].
Between March 1, 2017, and March 5, 2017, T-Mobile offered the 2017 This Lines On Us offer to new or existing customers. As Mr. [redacted] met the requirements of the promotion, he received his first credit for the mobile number ending in [redacted] on his billing statement dated April 11, 2017.
T-Mobile records indicate Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the following purchases:
• An Apple iPhone 7 32 GB for mobile number ending [redacted] on December 10, 2016, for $649.99, a down payment was not required, and 24-monthly installments of $27.09 were accepted;
• A Samsung Galaxy S8 for mobile number ending [redacted] on April 25, 2017, for $750.00, $30.00 down payment, and 24-monthly installment of $30.00 were accepted;
• A Samsung Galaxy S8 for mobile number ending [redacted] on May 13, 2017, for $750.00, $30.00 down payment, and 24-monthly installments of $30.00 were accepted;
• An Apple iPhone 7 128 GB for mobile number ending [redacted] on July 31, 2017, for $749.99, $125.99 down payment, and 24-monthly installments of $26.00 were accepted; and
• An Apple iPhone SE 32 GB for mobile number ending [redacted] on July 31, 2017, for $399.99, $16.00 down payment, and 24-monthly installments of $16.00 were accepted.
Please be advised Mr. [redacted]’s account was billed by a system known as "billed current”. This means that the regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service. T-Mobile records confirm that Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month and was due on the 3rd of each month.
Mr. [redacted]’s billing statement dated May 11, 2017, reflected a total balance due of $155.49. Mr. [redacted] was assessed charges in the amount of $155.49 for monthly access charges, EIP, as well as applicable taxes and fees for services which was due in full on June 3, 2017. T-Mobile records indicate that on June 1, 2017, Mr. [redacted]’s account was debited $155.49 in accordance with his AutoPay updating the account balance to zero.
Mr. [redacted]’s billing statement dated June 20, 2017, reflected a total balance due of $459.82. Mr. [redacted] was assessed charges in the amount of $459.82 for monthly access charges, EIP, as well as applicable taxes and fees for services which was due in full on July 8, 2017. Please note that Mr. [redacted]’s June 2017 billing statement was higher than normal due to the fact that he chose to add the additional lines of service and equipment as outlined above.
Regretfully on June 25, 2017, Mr. [redacted] elected to cancel his three lines ending in [redacted], [redacted], and [redacted]. It is important to note that on July 11, 2017, following the cancellation of these three lines of service, Mr. [redacted]’s elected to subscribe to the T-Mobile ONE promotional rate plan which for $110.00 provides two lines of service unlimited talk, text, and data at up to 4G/LTE speeds depending on device capability. Mr. [redacted]’s third line ending in [redacted] was subscribed to an add-a- line cost of $45.00 per month; however, was qualified for the 2017 This Lines On Us promotional offer and will continue to receive a monthly bill credit to cover the add-a-line cost so long he continues to meet the eligibility requirements of the offer. Including Mr. [redacted]’s rate plan, AutoPay, and active EIP; Mr. [redacted] can expect a monthly billing statement in the amount of $253.09.
As can be expected, a payment was remitted on July 6, 2017, in the amount of $459.82 reducing the balance to $217.59 as shown on the July 11, 2017, billing statement. Mr. [redacted] was assessed charges in the amount of $217.59 for monthly access charges, EIP, as well as applicable taxes and fees for services which was due in full on August 3, 2017.
On July 18, 2017, T-Mobile received notification from Mr. [redacted]’s financial institution for a returned payment which updated the balance on the account to $642.41. T-Mobile provided Mr. [redacted] a one-time courtesy credit in the amount of $248.23 updating his balance to $394.18. A payment was remitted on July 28, 2017, in the amount of $248.23 bringing the account balance to zero. 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.
Alyssa K[redacted] Executive Response

September 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 September 10, 2016, regarding the above-referenced account. 
 
T-Mobile regrets that Mr. [redacted] received inconsistent information regarding the status of his Samsung Galaxy Note 7 handset order.  Our customer’s safety is very important to us and under the direction of Samsung and the US Government, T-Mobile was required to cancel all orders for the Samsung Galaxy Note 7; until further notice.  At the beginning of the recall that was announced on September 2, 2016, we were not aware that the handset orders would require cancellation and we truly regret any inconvenience that Mr. [redacted] experienced. All customers that purchased or leased the Samsung Galaxy Note 7 handset will receive a full refund for any amount that was paid toward the handset upon returning the handset to a T-Mobile retail location.
 
T-Mobile records indicate that Mr. [redacted] leased a Samsung Galaxy S7 EDGE on September 9, 2016.  As a gesture of goodwill, on September 14, 2016, T-Mobile issued a credit in the amount of $143.01 to Mr. [redacted]’s account for the balance.  As of September 14, 2016, Mr. [redacted]’s account reflects a zero balance; he will not have another payment due until October 12, 2016.
 
T-Mobile appreciates Mr. [redacted]’s business and we appreciate his understanding in 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.
 
Ally Y[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]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account balance. On September 16, 2013, the account was activated and currently subscribes to our T-Mobile ONE family rate plan for $180.00 per month for four lines of service. Additionally, the account has three Mobile Internet lines of service. The lines ending in [redacted] and [redacted] subscribe to our Mobile Internet 6GB rate plan for $40.00 per month. The line ending in [redacted] subscribes to our Mobile Internet 2GB rate plan for $25.00 per month. As Ms. [redacted] subscribes to voice lines on the same account, the Mobile Internet lines automatically receive a $10.00 discount per line. Finally, the lines ending in [redacted] subscribe to our Premium Handset Protection feature for $12.00 each per month.
Please note that Ms. [redacted] purchased equipment on our Equipment Installment Plan (“EIP”) as outlined below:
• On April 10, 2015 – an Apple iPad Air 2 tablet;
• April 19, 2016 – an Apple iPhone 6s device;
• July 27, 2016 – an Apple Watch;
• January 24, 2017 – an Apple iPhone 7 device, a Samsung Galaxy S7 Edge device, Apple and Samsung accessories, and a Logitech Mega boom speaker;
• March 24, 2017 – an Apple iPhone 7 device, a SyncUp and Drive device, and Apple accessories.
The final charge for the above mentioned Apple iPad Air 2 tablet was billed to Ms. [redacted]’ March 29, 2017, monthly billing statement and therefore, will no longer bill to the account. As such, Ms. [redacted]’ monthly access charges and monthly equipment charges after the above outlined Mobile Internet discounts are estimated to be in the amount of $464.87 per month.
Ms. [redacted]’ March 29, 2017, monthly billing statement was in the amount of $485.39 and consisted of monthly access charges, monthly equipment charges, the final charge for the Apple iPad Air 2 tablet, and fees and taxes for the billing period from March 29, 2017, through April 28, 2017.
Please be advised customers who are enrolled in AutoPay receive discounts on their T-Mobile ONE rate plans. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. On April 9, 2017, Ms. [redacted] enrolled in AutoPay and will receive a $20.00 discount for every month she maintains her enrollment bringing her estimated monthly charges to $444.87. As T-Mobile has confirmed, Ms. [redacted] is being billed correctly and we respectfully decline any adjustments to her bill.
In regards to Ms. [redacted] request for cancellation, authorized user have full access to the account and have the ability to make changes such as:
• Adding or removing features
• Changing rate plans
• Suspending a line of service or the account
It is important to note that authorized users cannot cancel a line of service and T-Mobile must process these requests directly with the billing responsible party. Should Ms. [redacted] wish to cancel the three lines of service she no longer needs, we ask that [redacted] contact our customer care department at 1-800-937-8997. 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.
Jennifer G[redacted]
Executive Response

October 16, 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 October 11, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her encounter with our Customer Care department. Please be assured that T-Mobile strives to provide the best experience to all of our customers on each and every contact. Furthermore, we regret any misunderstanding regarding Ms. [redacted]’s current services and any confusion with the balance billed on her account. We wish to take this opportunity to provide the necessary details for the billing for service dates from August 14, 2015 through October 13, 2015. T-Mobile records indicate that on July 11, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one LG Optimus L90, one HTC One M8, and one iPhone 5s 16 GB of memory. At that time, Ms. [redacted] was asked to make a down payment in the amount of $144.00 plus taxes and agree to a series of 23 monthly installments in the amount of $51.65 and one final installment of $48.00. Additionally, on April 8, 2015, Ms. [redacted] took advantage of our EIP offering with the purchase of one LG G3. Ms. [redacted] was required to make a down payment of $36.00 plus taxes and agree to a series of 24 monthly installments in the amount of $17.24. Our records confirm that on July 30, 2015, Ms. [redacted] elected to change her rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data rate plan for $80.00 per month with mobile numbers ending in 3544, 1621 and 3105. Please note that this rate plan was made effective from July 14, 2015 to August 13, 2015. This rate plan provided Ms. [redacted] with unlimited talk, text, and data with 4G speeds up to 1GB per line. Our records further confirm that on August 17, 2015, Ms. [redacted] elected again to change her rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data four lines rate plan for $120.00 per month with mobile numbers ending in 3544, 1621 and 3105. Please note that this rate plan was made effective on August 14, 2015 which was the start of Ms. [redacted]’s billing cycle. This rate plan provides Ms. [redacted] with unlimited talk, text, and data with 4G speeds up to 10GB per line. In addition, the mobile numbers ending in 1621 and 3105 have the JUMP! 2 Bundle feature which provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device for $10.00 per month. Based on the information above, as of August 14, 2015, Ms. [redacted]’s estimated monthly charge is $218.89 including each EIP monthly installment and before applicable taxes and surcharges. Please be advised that Ms. [redacted]’s account is billed in advanced. Ms. [redacted]’s billing statement dated September 14, 2015, had a balance of $245.66 which consisted of monhtly recurring charges, features, applicable taxes and fees billed from August 14, 2015 to October 13, 2015 and each EIP monthly installment. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter on October 15, 2015, a one-time courtesy credit of $40.00 for the price difference between the above listed rate plans was issued to Ms. [redacted]’s account, leaving the account with a remaining balance of $125.66. In addition, at this time, Ms. [redacted] remitted payment of $125.66 to her account, bringing the account to a zero balance. Upon speaking with Ms. [redacted] on October 15, 2015, T-Mobile offered to change her rate plan to her previous T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data rate plan for $80.00 per month. However, Ms. [redacted] decided to keep her current rate plan and add a 4th line to her account to share the monthly recurring charge with an additional user. It is important to mention that should Ms. [redacted] elect to change her rate plan, she may do so at the beginning of her billing cycle. 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. Aida A[redacted] Executive Response

The only thing that was not negotiated was my bill.  If they cannot cover my entire bill for these issues, I need to be given a discount off of my bill.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: The inquiries have not been removed from my credit report. Once this is done I will accept the resolution.
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.
I appreciate T-Mobile for taking time to review this issue and I hope T-Mobile will include appropriate web updates to intimate new users on billing and service commencement periods as part of the signup process itself.Sincerely, [redacted] [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 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

August 11, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[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 correspondencedated August 6, 2015, regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of theaccount. T-Mobile regrets any difficulties Ms. [redacted] has had inqualifying for T-Mobile’s reimbursement program.  As Mr. [redacted] references in hiscorrespondence, Ms. [redacted] switched her wireless service to T-Mobile and electedto participate in T-Mobile’s promotion to reimburse early termination fees fromother carriers.  In order to participate inthe promotion several eligibility requirements must be met.  A review of Ms. [redacted] account reflects thatshe activated her service on an eligible rate plan, ported her number from herprior carrier, traded-in a device and purchased a new handset using our EquipmentInstallment Plan (EIP) option.  As such,a preliminary review suggests that Ms. [redacted] met all of the requirements toreceive her reimbursement.   However, in order to qualify for the reimbursement of earlytermination fees, customers must also submit a reimbursement form along with acopy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation and from submission, thereimbursement can take up to eight (8) weeks to be received.  On May 22, 2015, T-Mobile received Ms. [redacted] reimbursementsubmission; however, her submission was denied as it did not reflect any earlytermination fees billed from [redacted]. On July 30, 2015, Ms. [redacted] resubmittedher documents at which time she met all of the requirements and was approved.  Ms. [redacted] will be receiving the final reimbursementpayout of $426.62 via a prepaid refund card in the mail within the next two tothree weeks.  As an additional courtesy to Ms. [redacted], T-Mobile has applieda credit in the amount of $231.99 for one month of service. Please note that asof August 10, 2015, Ms. [redacted] T-Mobile account reflects a credit balance of$56.75.  Ms. [redacted] has accepted thisoffer as a resolution to her concerns.   Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at [redacted]  Very truly yours, T-MOBILE USA, INC. Luv V[redacted]Executive Response

Revdex.com:
From: [redacted] [mailto:[redacted]@msn.com] Sent: Wednesday, April 19, 2017 4:55 PM To: Complaints <[email protected]> Subject: Complaint # [redacted]   Good afternoon   I just wanted to inform you that the following complaint has been resolved with T-Mobile. They have credited my account for the total amount of $400 towards the cost of the iPhone 7.   Thank you for your time.   [redacted]@ yahoo.com [redacted]@msn.com   Sent from my iPhone

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 Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 12, 2017, regarding the above-referenced account.
T-Mobile regrets to hear that Ms. [redacted] was not satisfied with our previous response to your agency dated April 5, 2017. As stated previously, the ZTE Spro 2 does not have a SIM lock on it and is provided to T-Mobile from ZTE already factory unlocked.
Nevertheless, in an effort to amicably resolve this matter, on April 19, 2017, T-Mobile agreed to accept the return of Ms. [redacted]’s ZTE Spro 2 device to our office and upon receipt, and verification of the equipment in acceptable condition, T-Mobile will remove the remaining Equipment Installment Plan (“EIP”) balance of $299.99 from the device. Additionally, T-Mobile will apply a bill credit of $200.00 for what Ms. [redacted] has already paid for the device. Ms. [redacted] can return the device to the following address:
T-Mobile USA, Inc.
Attn: Zachary S[redacted]
c/o Executive Response
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile recommends Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the ZTE Spro 2, battery, charger, and her account information within the box to insure proper credit is applied. If the handset has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the charge for the ZTE Spro 2 will be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than May 19, 2017, in order to take advantage of this offer. Upon speaking with Ms. [redacted] she accepted this as full resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted]
Executive Response

April 21, 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 April 12, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his billing concerns.
T-Mobile records indicate that on June 20, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G Pad F 8.0 tablet during our Father’s Day Tablet On Us Offer. Mr. [redacted] agreed to a total price of $239.76 plus tax. Mr. [redacted] was not required to remit a down payment; however, he agreed to a series of 24 monthly installments of $9.99 per month.
Additionally, from June 17, 2015, to June 22, 2015, qualifying new and existing postpaid customers were able to purchase the LG G Pad, for free after monthly bill credits when they activate or upgrade on a Simple Choice Mobile Internet plan of 1GB or higher, including Match Your Phone Data MI plans. Based on this promotion, customers will see a $9.99 EIP charge on their bill and a corresponding credit every month, resulting in a $0 net cost each month. T-Mobile records confirm that Mr. [redacted] received the appropriate bill credits in the amount of $9.99 while meeting the eligibility requirement of having an active Mobile Internet (“MI”) line with an eligible rate plan of one gigabyte or higher.
T-Mobile records indicate that Mr. [redacted] was on a Simple Choice Plan which includes Unlimited Talk, Text, and Data with 4G speeds up to 2GB and Simple Global, Stateside International and Unlimited Texting for a total of $50.00 per month plus applicable taxes and fees. Our records further indicate Mr. [redacted] added unlimited data plus five GB’s of SmartPhone Mobile Hotspot (“SMHS”) to his voice line ending in [redacted] a cost of $20.00 per month plus applicable taxes. . This plan when combined with a MI line provides a $10.00 per month discount for his MI line. On June 20, 2015, Mr. [redacted] activated a MI line on a Simple Choice North America MI plan which included five GB’s of data for $20.00 per month. Mr. [redacted] was receiving the $10.00 per month discount up until he elected to change his rate plan to the T-Mobile One plan which went into effect on January 23, 2017.
T-Mobile records indicate Mr. [redacted] new T-Mobile One rate plan includes unlimited talk, text, and data for $75.00 per month and could receive a $5.00 discount per month if enrolled in AutoPay. Our records further indicate Mr. [redacted] changed his MI line to T-Mobile One MI plan for $75.00 per month and would receive a $50.00 hybrid discount when combined with a T-Mobile One voice line. On March 22, 2017, Mr. [redacted] elected to cancel his MI line and he now has one voice line ending in 1033 active with the monthly recurring charges are $75.00.
In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile applied an account credit in the amount of $47.49 which brought Mr. [redacted] account to a credit balance of $47.49.
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] recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have caused 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.
Carlos T[redacted] Executive Response

October 31, 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 Pre-paid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 21, 2016, regarding the above-referenced pre-paid number. T-Mobile regrets that Mr. [redacted] continues to have concerns regarding his refund. Upon contacting Mr. [redacted] on October 26, 2016, he advised T-Mobile that we could respond directly to your office. Please be advised that our records confirm that Mr. [redacted] was contacted via his number ending in [redacted] on October 7, 2016, October 17, 2016, October 19, 2016, and October 26, 2016. T-Mobile records indicate that Mr. [redacted]’s refund in the amount of $44.99 was approved by T-Mobile on October 11, 2016, and forwarded to Citibank to be disbursed as a prepaid debit card. Please be advised, Citibank’s card fulfillment vendor is currently experiencing delays of up to 20 days beyond the standard timeframe of seven to ten business days. Please be assured, Citibank is working diligently to resolve the delay. For any further concerns regarding the delay in issuance of the prepaid refund cards, Mr. [redacted] may contact Citibank at 1-800-522-7458. Customers who have not received their cards within 10 business days of the above date may contact Citibank Card Services at 1-877-855-7201. 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. Shannon R[redacted] Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] 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 24, 2017, regarding the above-referenced account.
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices.
T-Mobile records indicate on January 13, 2017, T-Mobile received and begun processing Ms. [redacted]’s Carrier Freedom reimbursement. On February 4, 2017, T-Mobile approved Ms. [redacted]’s reimbursement claim and a prepaid reimbursement card was mailed to her in the amount of $414.00.
Furthermore on February 24, 2017, Ms. [redacted] contacted T-Mobile via telephone at the time of her conversation with Customer Care she indicated that her reimbursement card was sent to the incorrect address as her billing address had been updated since her activation. As such, on February 24, 2017, T-Mobile requested a replacement card in the amount of $414.00 be sent to Ms. [redacted]’s address provided to your office. Ms. [redacted]’s replacement card should have been delivered within 10 to 14 business days.
On April 4, 2017, T-Mobile contacted Ms. [redacted] via telephone. At the time of our conversation with Ms. [redacted], she confirmed she has received her reimbursement card. 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.
Martin G[redacted] Executive Response