T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: The device is still not unlocked.I attempted to follow the instructions provided in the email and still have not been successful at unlocking the device.I have left several messages with Ms. Abigail (the young lady that contacted me) with no response.  I also replied to the email so they would know it did not resolve the issue.I would love to be able to say this issue has been resolved but it has not.
Sincerely,
[redacted]

October 19, 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 10, 2015, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his handset trade-in credit. T-Mobile records indicate that on September 21, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Plus 128GB Gold handset. At the time of Mr. [redacted]’s purchase, he was required to make a down payment of $199.99 which was billed to his account as a courtesy and appeared on the September 29, 2015, billing statement. Additionally Mr. [redacted] agreed to pay $78.37, which is for the taxes on the full retail price and was also billed to the above mentioned billing statement. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $31.25, which will appear on the first billing statement following the purchase of the device, on October 29, 2015. The EIP with trade-in option is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Once received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cycles. T-Mobile records confirm Mr. [redacted]’s Apple iPhone 6 Plus 128GB handset was received at the warehouse. On October 9, 2015, the trade-in credit of $665.00 was approved to be applied to Mr. [redacted]’s T-Mobile account. It is important to note that the trade-in of a device within the retail store is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Mr. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. In an effort to amicably resolve the matter, T-Mobile applied an immediate courtesy credit of $665.00 to Mr. [redacted]’s account. As Mr. [redacted] had a current balance of $611.84, which included $179.48 for the billing cycle charges from September 29, 2015 through October 28, 2015, Mr. [redacted]’s down payment of $199.99 plus the applicable taxes of $78.37 for the new handset purchase and $154.00 for the accelerated EIP balance for Mr. [redacted]’s Sony Xperia Z3 black handset, Mr. [redacted]’s account was left with a credit balance of $53.16. Additionally, at Mr. [redacted]’s request T-Mobile closed the remaining EIP balance of $97.50 and accelerated its balance to the account, which will increase the amount owed on the account to $44.34 due on October 21, 2015. Mr. [redacted] has accepted this as a resolution to 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 [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

June 3, 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 May 25, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her monthly cost. T-Mobile records confirm that on January 9, 2016, Ms. [redacted] activated mobile numbers ending in [redacted] and [redacted] on the $140.00 Simple Choice Family Match Unlimited Talk, Text and Data rate plan with the $12.00 Premium Handset Protection feature for each number. Ms. [redacted] also activated mobile numbers ending in [redacted] and [redacted] on the $20.00 Mobile Internet 2GB rate plan with the $12.00 Premium Handset Protection feature for each number. Further records confirm that at the time of activation Ms. [redacted] leased a Samsung Galaxy S6 32GB Edge for each of her mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] agreed to the terms of the lease wherein she agreed to pay for the equipment in 18 monthly lease payments of $28.50 each. Furthermore, on January 9, 2016, Ms. [redacted] purchased two Samsung Galaxy S6 screen protectors, two wireless charging pads and two Galaxy S6 cases. Ms. [redacted] elected to finance the accessories through the Equipment Installment Plan (“EIP”) wherein she agreed to pay for the cost of the equipment totaling $205.94 in 23 monthly installments of $8.62 and one final installment of $7.68. Additionally, on January 10, 2016, Ms. [redacted] purchased two Samsung Galaxy Tab A devices. Ms. [redacted] elected to finance the cost of the two tablets totaling $639.98 through EIP, wherein she agreed to pay 23 monthly installments of $26.68 and one final installment of $26.34. Ms. [redacted] also purchased two cases for the above tablets and financed the cost of the accessories totaling $99.98 through EIP wherein she agreed to 23 monthly instalments of $4.18 and one final installment of $3.84. Therefore, based on the above, Ms. [redacted] initial monthly cost, before taxes and discounts was $324.48. We apologize if Ms. [redacted] was advised her monthly cost would be lower. Further records confirm that effective March 19, 2016, Ms. [redacted] rate plan for mobile numbers ending in [redacted] and [redacted] was changed to the $120.00 Promotional Family Match Unlimited Talk, Text and Data rate plan and the Premium Handset Protection features were removed from these two numbers. Furthermore, effective April 19, 2016, the rate plan for mobile numbers ending in [redacted] and [redacted] were changed to the $10.00 Mobile Internet On Demand rate plan and the Premium Handset Protection features were removed. This reduced Ms. [redacted] monthly cost to $236.48 before tax. Please note that when Ms. [redacted] initially activated service, she qualified for the monthly Advantage Discount of 15% which is provided to employees for the [redacted]. However, effective March 25, 2016, the Business Family Discount was applied to Ms. [redacted] account, which provides her with a $40.00 discount to her base rate plan cost. Therefore, Ms. [redacted] rate plan cost for her numbers ending in [redacted] and [redacted] is reduced to $80.00. Ms. [redacted] is also receiving a monthly discount of $10.00 for each of her Mobile Internet plans for a total discount of $20.00. Therefore, Ms. [redacted] monthly costs are reduced to $176.48 before taxes. In reviewing Ms. [redacted] account our records confirm that her May 19, 2016, billing statement was provided showing an outstanding balance of $188.41, which includes monthly access charges, equipment charges and taxes for services from May 19, 2016, through June 18, 2016. Ms. [redacted] can expect her monthly statements to be around this same cost. As a courtesy to Ms. [redacted], we have rerated her January 2016, through April 2016 billing statements as if she was on her current rate plan during that timeframe. As such, we have applied a credit of $201.00 to her account for the difference between what she was billed and what her current cost is now. This has reduced Ms. [redacted] outstanding balance to a credit balance of $12.59. T-Mobile regrets any concerns Ms. [redacted] experienced with our Carrier Freedom program and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. It is important to note that when a customer trades equipment in at the time of activation, they receive a trade in credit on their account for the equipment. Afterwards, when they apply for reimbursement through www.switch2tmobile.com, the reimbursement amount is based on equipment charges which were assessed to their previous carriers account. Reimbursement is then sent for the difference between the trade in credit received and the final equipment charges from their previous carrier. Our records confirm that Ms. [redacted] traded in two Samsung Galaxy S6 devices and two LG Gpad devices when she activated service with T-Mobile. On January 17, 2016, Ms. [redacted] received a trade in credit for each of the Samsung Galaxy S6 devices totaling $201.00. As such, trade-in credits of $402.00 were applied to her account. Additional records confirm that Ms. [redacted] was to receive a trade in credit of $13.00 for each of the LG Gpad devices. Unfortunately, these credits were not applied to her account. As such, as a courtesy to Ms. [redacted], we applied the trade in credits for the LG Gpad tablets totaling $26.00 to her account reducing her account balance to a credit balance of $38.59. Finally, our records confirm that on January 25, 2016, Ms. [redacted] submitted her application for reimbursement online at www.switch2tmobile.com. Ms. [redacted] final billing statement from her previous carrier shows that she had a final balance of $555.97 for the Samsung Galaxy S6 devices which she traded in for mobile numbers ending in [redacted] and [redacted] and that she was billed a $130.00 early termination fee for each of her numbers ending in [redacted] and [redacted] for a total reimbursement amount of $1.397.94. On February 16, 2016, the difference between the trade in credits of $428.00 and the above total balance in the amount of $969.94 was refunded to Ms. [redacted] with a prepaid debit card mailed to her at her billing address. Based on the above it is T-Mobile’s position that Ms. [redacted] Carrier Freedom reimbursement was correctly processed. T-Mobile respectfully declines any further request for reimbursement. Furthermore, as Ms. [redacted] is outside of the 14 day return period, she is no longer eligible to return her equipment for a refund. Ms. [redacted] may check her current balance online at www.T-Mobile.com. 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. Brian W[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
I have attached my T-mobile account snapshot which clearly displays this number 412-378-1896, I am part of a group plan which in my opinion does not make me an unauthorized user. Though the bill is generated on my friends name Mr. [redacted] but our group account is in good standing. 
 I just want to ask why the universally operable phones were locked when I tried to test them on my T-mobile sim card. Would T-mobile lock the phones if anyone uses his T-mobile sim card to test them. Let me also include my response today to Mr. Guadalupe C[redacted], Senior Specialist, Executive Response. Please let me know your response in this matter. 
 
---
Dear Sir,
 
 In regards to your mail I am attaching the receipt that describes the IMEI number for the devices in question; please let me know if you need any other details. Now coming to the question of me not being an authorized user on this account, I’d like to point out that these phones were purchased as unlocked and they should work on any carrier and any number. Furthermore, I was simply testing the phones in order to check their functioning and working condition with my T-Mobile sim card, after which the phone was locked by your company. There is no way; I’ll use two phones on a given number. It’s not a question of authorized or unauthorized user; I could be a member of group or an individual plan which should not affect the functioning of phone in any way. I’d like to know under what conditions I am an unauthorized user on these phones. 
 I bought universally operable unlocked phones which were locked by T-Mobile that is all there is to this case and I humbly request that these devices be unlocked, which will be an acceptable resolution to me. I deeply appreciate your direction and time in this matter.
Sincerely
[redacted]
-----------Sincerely,[redacted]

September 1, 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 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 22, 2017, regarding the above-referenced account. Please note that the account holder of record is [redacted] and [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records indicate that the following Equipment Installment Plans (“EIP") were agreed upon:
• November 18, 2016;
o Apple iPhone7 Plus that included 24 installments of $31.25
• March 18, 2017;
o Samsung Galaxy S7 Edge that included 24 installments of $25.00
Please note that T-Mobile customers are able to make advance payments toward their EIPs to reduce the number of installments owed. T-Mobile records confirm that in the month of August 2017, Mr. [redacted] made payments toward both EIPs noted above that covered the remaining balance in full and no further installments were due on either device.
Mobile Device Unlock (“MDU”) requests are approved for customers who meet the eligibility requirements. T-Mobile records indicate that we received MDU requests for the above devices, however when they were submitted, the account reflected a past due balance, and therefore the requests were denied. T-Mobile regrets any confusion or inconvenience Mr. [redacted] may have experienced.
In order to provide Mr. [redacted] with a truly Un-carrier experience, T-Mobile has made an exception to this requirement and approved both devices to be unlocked for use with non-T-Mobile providers. T-Mobile emailed Mr. [redacted] the instructions for unlocking each device, and he has been provided with the below contact number as well as the email address [redacted]@T-Mobile.com and we ask that he contact me directly if he requires any further assistance with 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.
Liana G[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]. [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 a letter dated April 11, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile is sorry to hear of Mr. [redacted]’s concerns with his monthly estimated charges. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologize if Mr. [redacted] feels that this was not his experience.
In reviewing Mr. [redacted]’s concerns and the account, our records confirm that his concerns are with our T-Mobile ONE 4th line free promotion. From September 8, 2016, through December 6, 2016, T-Mobile offered the 4th line for free with T-Mobile ONE. Upon review of the account, T-Mobile records confirm that the account is subscribed to T-Mobile ONE and successfully receiving the monthly promotional bill credit for the 4th line of service. In addition, our records confirm that the account is enrolled in AutoPay. AutoPay is an optional feature that provides our customers with a $5.00 monthly discount per line when enrolled. Customer can subscribe and/or unsubscribed at any time but with the understanding that the $5.00 per line will be removed once unsubscribed.
T-Mobile has reviewed the account and confirmed as mentioned above, that the account is subscribed to T-Mobile ONE and currently receiving a $5.00 AutoPay discount per line of service. Based on this information and considering that the account has four active voice lines, Mr. [redacted] should expect his monthly bill to be $164.00 for his monthly service charges, including a $12.00 per month JUMP! feature under his mobile number ending in [redacted] and a $12.00 per month Premium Handset Protection (“PHP”) feature under his mobile number ending in 4092 before applicable taxes and fees. It is important to note that Ms. [redacted] is financing equipment and accessories with our Equipment Installment Plan (“EI”) program and is currently making monthly payments totaling $123.89.
As such; Mr. [redacted] should expect his monthly bill to be roughly $310.00 to $315.00 per month.
In regards to Mr. [redacted]’s concerns with their billing statement dated March 15, 2017, it is important to note that the billing statement reflected a total of $27.06 in international charges which he confirmed when we spoke with him on April 13, 2017. It is T-Mobile’s position that the account has been billed in accordance to the selected rate plan and features.
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.
Maggie R[redacted]
Executive Response

April 3, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 28, 2018, regarding the above-referenced 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]’s concerns within this letter.T-Mobile regrets any additional concerns that Ms. [redacted] has experienced regarding the Equipment Installment Plan (“EIP”) payments that were drafted from her PayPal account.  As indicated in our response to your office on March 28, 2018, T-Mobile records indicate that as of February 15, 2018, the following payments posted through www.t-mobile.com:• $346.50 towards the remaining EIP of the Apple iPhone 6S 64GB Space gray handset;• $189.46 towards the remaining EIP of the Apple iPhone 6S 64GB Rose Gold handset;• $108.20 towards the remaining EIP of the Apple iPhone 6S 64GB Silver handset; and• $253.30 towards the balance that was due on February 25, 2018.On February 15, 2018, T-Mobile records indicate that Ms. [redacted] contacted T-Mobile to dispute the above-referenced EIP payments that were successfully reflected to the T-Mobile account. During the conversation, T-Mobile reversed the EIP payments reference above.  Regrettably, due to an inadvertent error, the corresponding refunds were not requested to be returned to Ms. [redacted]’s PayPal information, as she had requested.  Please be advised that as of March 1, 2018, the payment in the amount of $253.30 was returned as unpaid.Ms. [redacted]’s correspondence to your office confirms that she was not successfully charged for this amount as it was returned by her financial institution and she was charged an overdraft fee totaling $35.00 per transaction.  From March 30, 2018, through April 2, 2018, T-Mobile made several attempts to contact Ms. [redacted] to advise of our findings and offer refund options for the EIP payments that she was disputing.  Regrettably, T-Mobile was unsuccessful in reaching Ms. [redacted] to provide refund options.  As such, T-Mobile recommends that Ms. [redacted] reach out to our office directly with the information provided below.It is important to note that Ms. [redacted]’s EIP payments remitted on February 15, 2018, totaling $644.16 were returned as unpaid to T-Mobile on March 24, 2018.  Subsequently, reopening the three EIP’s for the above mentioned handsets.  Lastly Ms. [redacted] remitted a payment in the amount of $252.11 on April 3, 2018, which brought the account balance to zero. 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. 341-8039.Very truly yours,T-MOBILE USA, INC.Alyssa [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 17, 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 May 9, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We are pleased to report that we have successfully contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding his recent equipment purchase. From March 11, 2016, to March 17, 2016, as part of our Samsung Galaxy Buy One, Get One (“BOGO”) offer, postpaid customers who purchased a Samsung Galaxy S7 or S7 edge device would be eligible to receive a second S7 or S7 edge of equal or lesser value for free via a mail-in rebate with the activation of a new line of service on same account. It is important to note that customers were required to purchase both devices via our Equipment Installment Plan (“EIP") offering as well as keep the account in good standing to receive the rebate. Our records indicate that on March 17, 2016, Mr. [redacted] activated the additional line of service ending in [redacted]. At that time Mr. [redacted] took advantage of JUMP! On-Demand (“JOD") with the purchase of a Samsung Galaxy S7 Edge, International Mobile Equipment Identity (“IMEI”) [redacted] for use with the aforementioned mobile number. Thereafter, on March 22, 2016, Mr. [redacted] took advantage of JOD with the purchase of a Samsung Galaxy S7 Edge IMEI [redacted] for use with the mobile number ending in 6470. However, as previously mentioned above, because the devices were not purchased via EIP, Mr. [redacted] was not eligible to receive the mail-in rebate. Regrettably, on May 2, 2016, pursuant to Mr. [redacted] request, the mobile number ending in [redacted] was canceled. Thereafter on May 10, 2016, Mr. [redacted] was allowed to return the Samsung Galaxy S7 Edge, IMEI [redacted] to the retail store. Upon speaking with Mr. [redacted], as a means of amicable resolution, T-Mobile has applied a courtesy credit of $705.31 for the remaining equipment balance for the Samsung Galaxy S7 Edge IMEI [redacted]. In addition, T-Mobile applied a courtesy credit of $124.11 to Mr. [redacted] account, which resulted in a remaining account balance of $211.22. 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 retail location. 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. Emilio San M[redacted] Executive Response

June 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 June 13, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding Mr. [redacted] experienced when our offices contacted him to address his concerns. T-Mobile is always working to improve its coverage, and we are sorry to hear of the issues Mr. [redacted] experienced with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that you should expect Satisfactory 4 GLTE coverage. Please be advised that T-Mobile has engaged our engineering team to investigate Mr. [redacted]’s concerns and no issues were found. However; it is important to note that T-Mobile records confirm that Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] are using a non-T-Mobile branded Lab126 SD4930UR (Amazon Fire phone) device which is not a T-Mobile branded device. It should be noted that while an unlocked Lab126 SD4930UR from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. While we do regret any issues Mr. [redacted] may have experienced, it does appear that he has been able to utilize your service. Mr. [redacted]’s rate plan and features provide unlimited calling, texting and data access (with the first 6 GB provided at high speeds). In looking at Mr. [redacted]’s account from May 2, 2016, through June 1, 2016, an average of 768 minutes was used with calls as long as 61 minutes. In addition multiple text messages were sent and received and an average of 997.13 megabytes of data was consumed. Given this usage, we consider charges for service to be valid. Nonetheless, in an effort to amicably resolve this matter, on June 17, 2016, T-Mobile issued a one-time bill credit to Mr. [redacted]’s account in the amount of $50.00 honoring his request under his correspondence to your office dated June 1, 2016. Mr. [redacted]’s account currently reflects a balance in the amount of $95.59 due by June 22, 2016. 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. Maggie R[redacted] Executive Response

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

April 4, 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 1, 2017 regarding the above-referenced account.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we will be unable to provide any account specific information but we are happy to address his concerns regarding coverage at the address provided.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect moderate coverage. As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. At this time, T-Mobile has no enhancements planned in this area.
While again, we are unable to speak specifically to the account, as the Un-carrier, T-Mobile has eliminated contracts. While we would regret any customer cancelling their service, if a customer finds that our service does not meet their needs they are free to cancel their service at any time as there is no contractual obligation.
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

April 10, 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 27, 2017, regarding the above-referenced account. T-Mobile records reflect that the account holder of record is [redacted] and he has named [redacted] as an authorized user.
We regret to hear of any issues that Ms. [redacted] has experienced with our 2016 Friends and Family 2 lines On Us. Please note that 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. & Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the voice lines active, his two newly added lines are eligible for the promotion.
On April 6, 2017, [redacted] was contacted to discuss her experience, and she stated she visited the store on November 20, 2016, at which time she activated two new voice lines of service ending in 8345, [redacted], and one mobile internet line ending in 9126. Upon review of the account, we have found that the two lines of service that were to receive the promotion were future dated instead of being made effective the same day that Ms. [redacted] visited the store location. Unfortunately, this caused the lines of service not receive the promotional monthly bill credits.
Upon speaking to Ms. [redacted], on April 6, 2017, T-Mobile agreed to manually apply the promotional offer on her two voice lines of service ending in [redacted] and [redacted]. In addition, T-Mobile applied a credit to the account in the amount of $50.00, which covered the two add-a-line fees for the lines ending in [redacted] and [redacted] that were billed on the March 20, 2017, billing statement. Ms. [redacted] was advised that now that the promotion has been added, it may take up to two billing cycles for it to reflect on her billing statements. T-Mobile will also manually review Mr. [redacted]’s next two billing statements to ensure that the account receives the appropriate promotional bill credits. Ms. [redacted] confirmed that she is satisfied with this resolution and considers this matter resolved.
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

Complaint: [redacted]
I am rejecting this response because: I was NOT told about the required 30 days of being a T-Mobile customer by the sales person.
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]

To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 15, 2017, regarding the above-referenced file number.   T-Mobile regrets any concerns Mr. [redacted] may have experienced.  Please be advised that T-Mobile takes account security...

very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account of which he has concerns about. As such, we will not be making further attempts to contact Mr. [redacted] regarding his correspondence to your office.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further.  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.   [redacted] Executive Response

September 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 September 8, 2017, regarding the above-referenced account.
T-Mobile regrets any concern that Ms. [redacted] has experienced regarding her recent payments. We appreciate the opportunity to respond to this matter.
Upon review of Ms. [redacted]’s account, T-Mobile records reflect that on July 25, 2017, Ms. [redacted] contacted Customer Care regarding her payment posting concerns. Our records further reflect that Ms. [redacted] reported that payments had been drafted from her financial institution, however they had not posted to her above-referenced T-Mobile account. Accordingly, Customer Care initiated missing payment research requests for further review of payment received from Ms. [redacted]’s financial institution.
Please be advised that missing payment investigations include the cross referencing of payments received from any given financial institution, and the T-Mobile account in which they post. Should payments be located as misapplied, the payment is then transferred from one T-Mobile account, to another.
T-Mobile records reflect that on August 3, 2017, T-Mobile’s Cash Applications Team (“CAT”), the department in which payments are researched, required additional documentation in order to further review Ms. [redacted]’s concerns.
Our records further reflect that on August 4, 2017, T-Mobile’s CAT located a $134.47 payment that had posted an account other than Ms. [redacted]’s above-referenced account. Accordingly, our CAT transferred the payment to Ms. [redacted]’s account. Please note that this payment was originally dated July 3, 2017.
Please be advised that our records confirm that on August 5, 2017, upon review of Ms. [redacted]’s additional documentation, T-Mobile’s CAT department was able to locate a $133.35 payment that was posted to an account other than Ms. [redacted]’s above-referenced account. Accordingly, our CAT transferred the payment to Ms. [redacted]’s account. Please note that this payment was originally dated July 31, 2017.
Further, T-Mobile records confirm that on September 8, 2017, T-Mobile’s CAT located an additional $138.56 payment that had posted to an account other than Ms. [redacted]’s above-referenced account. Accordingly, our CAT transferred the payment to Ms. [redacted]’s account. Please note that this payment was originally dated September 1, 2017.
Upon receipt of Ms. [redacted]’s correspondence from your office, T-Mobile initiated an internal review of Ms. [redacted]’s recent payments. Please be advised that our records reflect that Ms. [redacted]’s above referenced misapplied payments were received as payments made through our Interactive Voice Response (“IVR”) system.
It should be noted that T-Mobile offers a payment service known as AutoPay. 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. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.
Please be advised that on September 20, 2017, T-Mobile contacted Ms. [redacted] regarding her misapplied payment concerns and offered to further assist by enrolling her account in our AutoPay payment service. Please be advised that Ms. [redacted] respectfully declined this option.
While we understand that Ms. [redacted] has requested information pertaining to the account and information pertaining to that of the account in which her above payments have been posted, at this time T-Mobile respectfully declines to provide Ms. [redacted] with such information. Please know that T-Mobile takes customer privacy and account security seriously and we would like to apologize for any inconvenience created by the misapplied payment concerns that Ms. [redacted] has experienced. T-Mobile will of course fully cooperate with any investigation undertaken by local law enforcement with respect to this issue. If law enforcement requires copies of account records for information not included on the billing statements, please forward a subpoena or court order for the records to [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.
Jason A[redacted]
Executive Response

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

Tell us why here... February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 28, 2018, regarding the above-referenced account.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this matter has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided.  As such, Mr. [redacted] is not authorized to transfer a mobile from the account referenced in his letter to your office.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, Mr. [redacted] may have one of the authorized users on the account contact me at the number below to discuss this matter further.  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.Juan C[redacted]Executive Response

August 18, 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 August 10, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Ms. [redacted] as an authorized user of the account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted]’s concerns to her satisfaction. T-Mobile regrets any concern regarding our Binge On video streaming feature. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. Video streaming has become the #1 way many people use data. Binge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less data. That said, Binge On is a feature that our customers can control at all times. It can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online website. Please note, we notified customers multiple times about Binge On and their ability to control the service through its On/Off switch through communications using SMS, e-mail, web-based disclosures, advertising, mainstream news stories and social media. Only customers with eligible plans and a minimum of 6GB of data features can stream content from these providers without using their data. T-Mobile regrets any confusion regarding our Binge On rate plan requirements. T-Mobile records indicate Ms. [redacted] is currently enrolled in our Simple Choice Family Unlimited Talk and Text for four lines of service at $100.00 per month. Ms. [redacted]’s plan also includes 1GB of high speed data per line which after depletion, data can still be used; however, speeds are reduced to 2G speeds (50 kbps). Further review shows, on July 29, 2016, Ms. [redacted] added the 6GB data feature for $15.00 per month to the line ending in 3421 which makes that line of service eligible to use our Binge On unlimited video streaming feature. Ms. [redacted] has confirmed that T-Mobile has addressed her concerns to her satisfaction and has also notified your office about her experience. Should Ms. [redacted] require additional assistance with her rate plan or features, she may contact us using the number listed below or our 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. Sal O[redacted] Executive Response