T-Mobile Usa Inc

November 11, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] Prepaid Mobile No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

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

March 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 29, 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 to Ms. [redacted] regarding her handset upgrades. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on several different occasions. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. The EIPs that Ms. [redacted] has on her account are as follows: • On June 17, 2014, Ms. [redacted] purchased a Black Samsung Galaxy S5 serial number [redacted] on her mobile number ending in [redacted]. Based on her personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to 24 monthly installment charges of $27.50. • On June 25, 2014, Ms. [redacted] purchased a Black Samsung Galaxy S5 serial number [redacted] on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installments of $27.50. • On March 28, 2015, Ms. [redacted] purchased a White Samsung Galaxy S6 serial number [redacted] with 32GB of memory. Ms. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments in the amount of $28.33. • On April 14, 2015, Ms. [redacted] purchased a White Samsung Galaxy S6 serial number [redacted] with 32GB of memory on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installments of $28.33. • On April 8, 2015, Ms. [redacted] purchased a White Samsung Galaxy S6 serial number [redacted] with 32GB of memory on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installment charges of $28.33. • On April 14, 2015, Ms. [redacted] purchased a White Black Samsung Galaxy S6 serial number [redacted] on her mobile number ending in [redacted]. Ms. [redacted] was not required to make a down payment and agreed to 24 monthly installment charges of $28.33. As of the time of Ms. [redacted]’ above handset purchases, T-Mobile provided a 20-day return period which allowed her to use the equipment to see if it meets her needs. Careful review of Ms. [redacted]’ account confirms that on June 26, 2014, T-Mobile received Ms. [redacted]’ Black Samsung Galaxy S5 serial number [redacted]; on April 15, 2015, T-Mobile received Ms. [redacted]’ White Samsung Galaxy S6 serial number [redacted] in our National Return Center; and on May 12, 2015, T-Mobile received both of Ms. [redacted]’ White Samsung Galaxy S6 handsets with serial numbers [redacted] and [redacted]. Ms. [redacted]’ White Black Samsung Galaxy S6 serial number [redacted] is currently being used by the mobile number ending in [redacted]. Also Ms. [redacted]’ Black Samsung Galaxy S5 serial number [redacted] is being used on the mobile number ending in [redacted] and was not returned. In an effort to amicably resolve this matter, on March 4, 2016, T-Mobile stopped the EIPs for both of Ms. [redacted]’ Samsung Galaxy S6 handsets. Both handsets were charged at $679.92 and Ms. [redacted]’ had paid 12 months of $28.33 for each phone. On March 11, 2016, T-Mobile applied a credit of $283.30 for the monthly payments made for one Galaxy S6 and $311.63 for the other Galaxy S6. As of March 11, 2016, Ms. [redacted]’ account balance reflects a credit balance of $293.63. T-Mobile regrets any inconvenience to Ms. [redacted] 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. Ligia M[redacted] Executive Response

June 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 May 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the final balance in her account. T-Mobile records reflect that Ms. [redacted] activated services on February 18, 2017 and thereafter, on February 19, 2017, she ported her mobile numbers to another service provider. Because Ms. [redacted] was billed by a “bill current” system, her first billing statement was produced shortly after her initial activation and was ultimately mailed to her reflecting a balance due of $180.00.
In an effort to amicably resolve this matter, on May 21, 2017, T-Mobile issued a credit to the account in the amount of $180.00 for Ms. [redacted]’ final balance. Please note that Ms. [redacted]’ account currently remains closed and reflects a zero balance.
Finally, please note that Convergent Outsourcing, Inc. is an agency that T-Mobile engages for pre-collection agency assistance to collect on past due balances. Although they are a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there should not be any negative information in Ms. [redacted]’ credit file. 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.
Juan B[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]

December 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 18, 2015, regarding the above-referenced account. T-Mobile regrets any continued concerns Mr. [redacted] has experienced regarding his handset return. T-Mobile records confirm that in our previous response dated October 29, 2015, Mr. [redacted] was advised to return the equipment he purchased to our office and upon receipt of the equipment, T-Mobile would process a refund for his purchase. However, due to an inadvertent error, Mr. [redacted] refund was delayed. Please note that T-Mobile has approved the equipment refund in the amount of $37.00, which Mr. [redacted] can expect within the next seven to ten business days. T-Mobile regrets any inconvenience this may have caused. Please be advised that Mr. [redacted] account remains cancelled with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

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 27, 2017, regarding the above-referenced account.
T-Mobile sincerely regrets any inconvenience Ms. [redacted] has experienced with her ZTE Spro 2. Please be advised the ZTE Spro 2 is sold from T-Mobile already factory unlocked and requesting an unlock code for the device is not required.
In an effort to amicably resolve this matter, on April 3, 2017, to rule out a device issue T-Mobile shipped Ms. [redacted] a replacement ZTE Spro 2 device. If Ms. [redacted] continues to experience issues T-Mobile recommends she contact the manufacturer of her device ZTE at 1-877-817-1759 for additional troubleshooting.
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

Complaint: [redacted]I just read the response from T-Mobile regarding my last complaint and its absolutely ridiculous. This person Ally states she called the number ending in [redacted] and got my voice? Now she is a voice analyzer to say my voice matches the voicemail left on that person phone? RIDICOULOUS! I worked with Brandon at T-Mobile previously and I was the one to advise him to call that number ending in [redacted] (b/c I called it myself) to speak with the person but got voicemail but he was able to speak with the person. He said he spoke with the person and determined it was not me and now "Ally" with T-Mobile states my voice matches. Why would I advise him to call the number in question if it was me it makes no sense! Ally NEVER called me back after she told me to go put a name on the police report which I did not have proof of and the police advised me NOT TO DO b/c I could be held liable. Seems T-mobile just want to extract money off the victim instead of pursuing the person that took the account out in my name. Brandon at T-mobile OOTP had advised me that the person took the account out in store then why can't they match up video surveillance or signatures to prove this is not my account instead of a voice which cannot be substantiated. I even advised them that my cousin middle name is [redacted] and sometimes she goes by that. However, I still couldn't prove she did it but it still could be someone with the same name as me. There is another person with my exact name in GA that i've had a problem with before like this but it was cleared up years ago. I guess this is too much for Revdex.com to handle and I will have to get my lawyer involved at this point b/c T-mobile is trying to get money from me that I do not owe them. I guess this is the sad world we live in where the bad guy is protected and the victim is stuck fighting the injustice.
 
Tmobile need to do a REAL investigation and get someone like Brandon back to get to the bottom of this.
 
Date Sent: 10/9/2016 9:51:38 PMComplaint: [redacted]I am rejecting this response because: I did in fact provide the police report when they asked for it.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: These said charges that were made onto the bank account was never authorized, by myself or the card holder. I had said up late payment plan, which was set to go for a setup of a new card. Once the date has came, the card that was charged several times and not authorized was charged. I don't believe the information giving in this case from T-mobile prove the validness of these unauthorized charges to the bank account. I also have sent in the other device that was still being charged for it, but then was stated that it was never received and was still getting charged for it. I was then told when I had an issue with spam calls, that I was being charged for a family allowance that wasn't even needed to fix this issue. I'm pretty much being scammed for services I don't need, and charged that I and the card holder never authorized in the first place. 
Sincerely,
[redacted]

December 27, 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 26, 2016 regarding the above-referenced account. 
 
T-Mobile regrets that Ms. ** has concerns regarding our September 2016 iPhone 7 Trade Up offer.   From September 9, 2016 through September 25, 2016, customers who switched to our T-Mobile ONE rate plan and traded in either a fully paid for Apple iPhone 6 or a fully paid for Apple iPhone 6S could receive an Apple iPhone 7 32 GB handset at no cost.  Please be advised that customers participating in this offer would be required to sign a 24 monthly Equipment Installment Plan (“EIP”) agreement and would have received a one-time bill credit for their trade in value and monthly bill credits for the difference over 24 months to equate to the total cost of the device.  Please note that customers could have elected to purchase an Apple iPhone 7 with a higher memory variant or an Apple iPhone 7 Plus, however, they would have been responsible for the cost difference associated with the device selected.
 
T-Mobile records reflect that Ms. ** purchased three Apple iPhone 7 128 GB handsets and an Apple iPhone 7 Plus 128 GB handset on EIP and was charged $509.96 for memory upgrades at that time.  Our records also reflect that Ms. ** purchased an additional Apple iPhone 7 Plus 128 GB handset and paid the full amount for this handset at the time of the transaction which was $869.99.  However, T-Mobile records do not reflect that Ms. ** has traded in any handsets on the account nor has she changed to a qualifying rate plan for the Trade Up offer.  As such, Mr. **’s purchases would not qualify for any promotional credit.  Additionally, as all the handsets purchased were either a Plus model, or a memory variant higher than 32 GB, Ms. ** would have been required to pay the price difference between these handsets and the Apple iPhone 7 32 GB had she qualified for the offer.
 
However, while Ms. ** did not meet the qualifications for this offer, in an effort to amicably resolve the matter, upon speaking to Ms. ** on December 27, 2016, T-Mobile offered to close and credit the EIPs associated with these handsets as well as credit any charges already billed for the EIPs to her T-Mobile account.  We also agreed to issue a refund to Ms. ** in the amount of $889.99 which is the cost of the handset she purchased at full cost of $869.99 and the $20.00 Upgrade Fee.  Thus Ms. **, while not qualified for any promotion, is receiving five handsets valued at $3,989.95 at a cost of $506.96.  It should be noted that Ms. ** did not immediately accept our offer.   Should Ms. ** choose to accept our offer she may contact me at the number below by January 27, 2016.  We regret any inconvenience to Ms. **.
 
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. **’s contacts with our retail location regarding the matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

August 23, 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 Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 10, 2017, regarding the above-referenced account.  T-Mobile has confirmed [redacted] and [redacted] are one and the same.  We are pleased to advise that all concerns have been resolve to Ms. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced with the cancellation of her account.  T-Mobile records confirm that Ms. [redacted] canceled her account on June 14, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 10th of one month to the 9th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through July 9, 2017.   In an effort to resolve Ms. [redacted]’s concerns, our Customer Care team requested that a refund for $109.00 be sent to Ms. [redacted], however the requests were denied as the refund requirements were not met.   Nevertheless, in a further effort to amicably resolve Ms. [redacted]’s concerns, upon speaking with her on August 22, 2017, T-Mobile issued a refund in the amount of $109.00 for the billed charges incurred from June 10, 2017 through July 9, 2017. It is important to note that this refund will be sent via prepaid card and should arrive within ten business days. 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.   Sharon B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I am not satisfied. I was lied to by your employee.
Sincerely,
[redacted]

April 17, 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 8, 2017, regarding the above-referenced account. Please note that [redacted] and [redacted] are one and the same.
T-Mobile regrets any concerns to Mr. [redacted] regarding the Mobile Device Unlock (“MDU”) request for his iPhone 6s Plus with International Mobile Equipment Identifier (“IMEI”) number [redacted] and we appreciate the opportunity to review and address his concerns.
MDU unlocks are available to customers who meet our eligibility requirements. On April 3, 2017, we received a request for a MDU for above mentioned handset. However, upon review, the handset was not eligible for a Mobile Device Unlock as it reflected as non-T-Mobile equipment and we have no record of this device being originally purchased through T-Mobile.
Nonetheless, in an effort to amicably resolve this matter, on April 13, 2017, T-Mobile requested that Mr. [redacted] provide proof of purchase for the iPhone 6s Plus with IMEI number [redacted] to be sent to my attention via email at [redacted]@T-Mobile.com or via facsimile at 505-998-3796. Upon receipt of the proof of purchase, T-Mobile will review the information received and if the handset is confirmed to have been purchased from T-Mobile, we may request that Mr. [redacted] return his iPhone 6 Plus device to T-Mobile. In exchange, T-Mobile will send Mr. [redacted] a like-new iPhone 6 Plus 64GB to his mailing address.
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

June 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 June 7, 2017, regarding the above-referenced account.
T-Mobile regrets any equipment and promotion concerns Ms. [redacted] experienced. The Carrier Freedom promotion offered by T-Mobile reimburses consumers for early termination fees and equipment fees for up to twelve lines of service. To be eligible for this offer, consumers must activate a T-Mobile One postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. However, starting May 31, 2017, Verizon customers who port over to T-Mobile as part of Carrier Freedom can now do so while being able to keep their own device and still qualify for the equipment charge reimbursement.
Ms. [redacted] activated her account with T-Mobile on June 3, 2017, via porting over mobile number ending in 1408. Due to this line previously receiving a rebate in 2014 with T-Mobile the promotion was denied.
Upon speaking with Ms. [redacted] on June 9, 2017, in an effort to reach an amicable resolution, T-Mobile honored the promotion. Ms. [redacted] was reimbursed via a prepaid rebate card in the amount of $797.28. As of the date of this letter the account currently reflects a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jessica G[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: Its same message what other rep gave me. I dont understand why are you checking your own recorded calls. If I would have told once about unlimited plan being higher in price or lines charge I would have accepted. But not 1 rep gave me this answer, second, third and so on so numerous calls I was told my bill would remain same. I want my bill same with unlimited lines or I would like to end service with no extra charges
Sincerely,
[redacted]

July 12, 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 6, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his recent interaction with our online social media team and his recent rate plan change. As with any promotional offer certain requirements must be met and or maintained in order to qualify for a promotional offer. 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 like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. Jones is required to maintain his Simple Choice rate plan. So long as Mr. [redacted]’s account keeps the voice lines active, his Mobile Internet line, which he is disputing, is eligible for the free promotion.
On May 21, 2017, when Mr. [redacted]’s rate plan was changed to our T-Mobile ONE Taxes Included rate plan, he lost his eligibility for the 2016 Friends & Family 2 Lines on Us promotional offer. As such, on Mr. [redacted]’s most recent billing statement he was assessed the monthly access fee of $10.00 per mobile internet line.
On June 30, 2017, T-Mobile applied a credit of $10.00 per mobile internet line to Mr. [redacted]’s account to offset the loss of his 2016 Friends & Family 2 Lines on Us offer. Mr. [redacted]’s updated balance is $312.92 for his billing statement dated June 21, 2017.
On July 7, 2017, in a further effort to amicably resolve this matter, T-Mobile has contacted Mr. [redacted]. At the time of our conversation, T-Mobile agreed to change Mr. [redacted]’s rate plan back to his original rate plan, our Simple Choice Match rate plan with 10 GB of data for $120.00 per month for the first four lines of service. Furthermore, T-Mobile agreed to change Mr. [redacted]’s mobile internet rate plans back to our Simple Choice 6 GB rate plan for $35.00 per month.
Lastly, in a further effort to resolve this matter, T-Mobile has agreed to reapply Mr. [redacted]’s 2016 Friends & Family 2 Lines on Us promotional credits. Mr. [redacted]’s monthly bill credits will resume within the next two billing cycles. We regret 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.
Martin G[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]

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 April 24, 2017, regarding the above-referenced account. Please note Ms. [redacted] is Mr. [redacted]’s mom who has also has been designated as an authorized user of the account.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent visit to our sales office.
T-Mobile records confirm that on April 23, 2017, Ms. [redacted] went to a T-Mobile store and was advised that she could not place a JUMP! upgrade handset order because her LG G4 was not working and instead was sold a ZTE at full price without an Equipment Installment Plan (EIP). On April 29, 2017, Ms. [redacted] returned the device and accordingly was charged a $50.00 restocking fee.
Upon speaking with Mr. [redacted], he stated that he had contacted the store to advise that Ms. [redacted] was bringing in the LG G4 to file a claim with the insurance company to be able to perform a JUMP! handset upgrade to a new device. On May 5, 2017, Ms. [redacted] was able to perform the JUMP upgrade from the LG G4 by processing a claim and the remaining EIP for the LG G4 was closed. We regret if Mr. and Ms. [redacted] was provided with any misinformation.
In an effort to amicably resolve this matter, on May 9, 2017, T-Mobile applied a courtesy credit of $50.00 to Mr. [redacted]’s account for his restocking fee. Mr. [redacted] accepted this as a resolution. As of May 9, 2017, Mr. [redacted]’s account reflects a credit balance of $50.00 that will go towards his next billing statement. T-Mobile regrets any inconvenience to Mr. [redacted] 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.
Ligia M[redacted]
Executive Response

Revdex.com:
 
Complaint #[redacted] resolved. Please close out the complaint.
 
Thanks,
[redacted]

March 18, 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.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his payment arrangement requests. As stated in our previous correspondence to your office on March 8, 2017, T-Mobile continues to strive 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 to Mr. [redacted].   Please be advised that on March 17, 2017, T-Mobile spoke with Mr. [redacted] and canceled the final mobile number on the account ending in [redacted].   Additionally, in an effort to amicably resolve this matter, T-Mobile will allow Mr. [redacted] the return of his Samsung Galaxy S7 device to our offices within 30 days of this letter and T-Mobile will end the lease without requiring the final lease payments or purchase option price. Furthermore, T-Mobile will follow up on Mr. [redacted]’s final billing statement in order to apply adjustments to the account and make the balance reflect $114.20 for one month of service charges and equipment plus applicable taxes that will be due April 21, 2017. Mr. [redacted] has accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [redacted].     Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response

September 3, 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 1, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we have resolved this matter with Mr. [redacted] to his satisfaction.
 
We regret any inconvenience Mr. [redacted] experienced with his Sony Xperia handset.  On January 20, 2015 Mr. [redacted] purchased a Sony Xperia Z handset which included a one-year Limited Warranty provided by the manufacturer of the device.  During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. 
 
On September 1, 2015, our office contacted Mr. [redacted] and due to fact that Mr. [redacted] has replaced his handset several times and continues to remain unsatisfied, as a courtesy, T-Mobile has agreed to allow Mr. [redacted] to return the Sony Xperia Z3 handset to our office.  Upon receipt of the device is acceptable working condition along with the charger T-Mobile will apply a credit of $315.00 to the current Equipment Installment Plan (EIP), which will remove this charge completely from his account.  We recommend that Mr. [redacted] send the device via a traceable carrier ([redacted]), request a tracking number when shipping and include his account information in the box to ensure proper credit is given to the correct account.  In order to take advantage of this offer, the package must be post marked by September 30, 2015.  Mr. [redacted] has been advised to send the equipment to:
 
T-Mobile USA, Inc.
Attn: Alberto V.
[redacted]
Albuquerque, NM 87107
 
Mr. [redacted] has accepted this offer as a resolution to his concerns.  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention. 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Mercedes B[redacted]
Executive Response