T-Mobile Usa Inc

June 24, 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. We regret any concerns Ms. [redacted] experienced with her account and we appreciate the opportunity to review and address her concerns. T-Mobile records indicate that Ms. [redacted] activated the account on March 4, 2014, with the mobile numbers ending [redacted] and [redacted] and she subscribed to our now grandfathered Simple Choice Unlimited Talk Text plus Data rate plan for $80.00 per month for the first two lines of service. Both mobile numbers each subscribed to the following optional services: Simple Choice unlimited data with 5GB of Hotspot for $20.00 per month and, JUMP! With Premium Handset Protection (“PHP”) for $10.00 per month. As such Ms. [redacted]’s monthly charges for service and the optional features totaled $140.00 prior to additional usage charges, equipment installments, fees, taxes and surcharges. T-Mobile records indicate that Ms. [redacted] was approved for a 15% corporate discount for T-Mobile service for being employed with Aetna life insurance. Please note the discount applies for service only and does not apply to insurance charges, equipment installments, fees and applicable taxes. As such Ms. [redacted]’s corporate discount resulted in an $18.00 monthly credit. On May 16, 2014, Ms. [redacted] changed the mobile number ending in [redacted] to the mobile number ending in [redacted]. On September 29, 2014, and September 30, 2014, Ms. [redacted] was sent notifications to provide re-verification of employment. As the appropriate documentation was not received Ms. [redacted] no longer qualified for the Aetna life insurance corporate discount and the 15% discount was removed on November 8, 2014. On March 1, 2015, Ms. [redacted] contacted T-Mobile regarding her corporate discount, and was advised that it was previously removed and that she would need to re-apply. On April 8, 2015, Ms. [redacted]’s request for the corporate discount was declined due to confirming that Ms. [redacted] was not employed by Aetna life insurance, therefore Ms. [redacted] was not eligible to receive a corporate discount. On April 19, 2015, in order to resolve Ms. [redacted]’s concern regarding the discount, Ms. [redacted] was changed to our grandfathered Simple Choice Unlimited Talk Text plus Data promotional rate plan for $100.00 per month for the first two lines of service which included unlimited data with 5GB of Hotspot for at no additional cost. The rate plan change saved Ms. [redacted] $20.00 per month as opposed to the $18.00 she was saving with the corporate discount. On January 31, 2016, Ms. [redacted] activated a new line of service ending in [redacted] which included Unlimited Talk Text plus Data for $40.00 per month and subscribed to our PHP offering for $8.00 per month. In addition Ms. [redacted] participated in our Handset Upgrade Program with the purchase of a Samsung Galaxy S6 Black handset, and Samsung Galaxy Note 5. Ms. [redacted] elected to pay for the above referenced equipment with our Equipment Installment Plan (“EIP”). Ms. [redacted] was not required to make a down payment however she agreed to pay 24 monthly installments in the amount of $41.24 for the handsets. Please note as of March 1, 2016, the monthly rate for JUMP! with PHP increased to $12.00 per month and PHP increased to $10.00 per month. On May 23, 2016, Ms. [redacted] spoke to T-Mobile and was offered to change to our promotional Simple Choice Family Unlimited Talk Text plus 10GB of Data rate plan for $100.00 per month for the first two lines of service and $20.00 each additional line. With the monthly access charges, optional feature charges and equipment installments, Ms. [redacted]’s monthly billing statement totaled $195.44 prior to additional usage charges, equipment installments, fees, taxes and surcharges. On June 22, 2016, T-Mobile spoke to Ms. [redacted] and confirmed that she canceled her service with her previous carrier and is working on resolving her collections concerns with them. Ms. [redacted] confirmed she is still is employed with Farmers Insurance and as such she does not qualify for the previous corporate discount that was provided. Nevertheless, in an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile applied a one-time credit in the amount of $44.65 to Ms. [redacted]’s account bringing her account to a zero balance. Ms. [redacted] was satisfied with her current rate plan offerings and elected not to make any changes. 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. Robert R[redacted] Executive Response

March 10, 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 February 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with our T-Mobile promotion and in trying to reach our Executive Specialist. T-Mobile records confirm that on November 24, 2016, when Mr. [redacted] purchased his iPhone 7s, he purchased them using his self-service on MyT-Mobile.com. Our records indicate that Mr. [redacted] is on a qualifying Simple Choice rate plan and he needed to add unlimited 4G speed data for an additional cost on each of his lines that he wanted to qualify for our 2016 Apple Black Friday offer.
As previously stated, T-Mobile honored Mr. [redacted]’s trade-in credits and on December 13, 2016, T-Mobile applied a trade-in credit of $100.00 to his account for his mobile number ending in [redacted]. On December 14, 2016, T-Mobile applied a trade-in credit of $118.00 to Mr. [redacted]’s account for his mobile number ending in [redacted]. On December 17, 2016, T-Mobile applied a trade-in credit of $58.00 to Mr. [redacted]’s account for his mobile number ending in [redacted].
If Mr. [redacted] would to have qualified for our promotion by adding his unlimited feature on each of these mobile numbers, he would have received promotional Equipment Installment Plan (EIP) bill credits over 24 months to discount the cost of their new device based on the device they trade in. Mr. [redacted] would have received his iPhone 7 for $100.00 on his mobile number ending in [redacted] for his trade-in of an iPhone 6. Mr. [redacted] would receive his iPhone 7 for free on his mobile number ending in [redacted] for his trade-in of a Samsung Galaxy S6. Mr. [redacted] would have received his iPhone 7 for $350.00 on his mobile number ending in [redacted] for his trade-in of an iPhone 5. Please note that the cost of each device does not include taxes.
It is T-Mobile’s position that Mr. [redacted] did not qualify for our 2016 Apple Black Friday offer and we do not have records of a T-Mobile error. It is also important to note that T-Mobile does not have the option of returning Ms. [redacted]’s handsets back to him.
However, in an effort to amicably resolve this matter, on March 9, 2017, T-Mobile applied a courtesy credit of $541.63 to Mr. [redacted]’s remaining EIP balance on his mobile number ending in [redacted]. T-Mobile applied a courtesy credit of $541.63 to Mr. [redacted]’s remaining EIP balance on his mobile number ending in [redacted]. T-Mobile applied a courtesy credit of $299.99 to Mr. [redacted]’s remaining EIP balance on his mobile number ending in [redacted].
Mr. [redacted]’s EIPs for his iPhone 7 on his mobile numbers ending in [redacted] and [redacted] are closed with a zero balance. Mr. [redacted]’s EIP for his iPhone 7 on his mobile number ending in [redacted] remaining balance is $241.64.
In addition, T-Mobile applied a courtesy credit of $116.72 to his account balance for the remaining EIP Apple promotion credits. As of March 9, 2017, Mr. [redacted]’s account balance is $169.01 for his monthly access charges. Mr. [redacted] accepted this as a resolution. 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

February 4, 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 January 26, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his equipment. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 5 handset on December 30, 2015. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please be advised with each handset purchase a set of Terms and Conditions including the Limited Warranty is provided. Please refer to the Warranty Information which states the following: “…If your Device is replaced, T-Mobile or the Device manufacturer may choose to replace it with a functionally equivalent reconditioned, refurbished or pre-owned device.” Additionally, Mr. [redacted] has the option to contact the manufacturer of the device for repair or replacement options. Please be advised Mr. [redacted] will need to agree to their terms as they are a separate company from T-Mobile. Nevertheless, in an effort to amicably resolve this matter for Mr. [redacted], on January 25, 2016, T-Mobile shipped Mr. [redacted] a new Samsung Galaxy Note 5 device free of charge. Mr. [redacted] may also keep his original non-working device as a courtesy. Upon speaking with Mr. [redacted] he accepted this as full resolution for his issue. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

Tell us why here... March 20, 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 13, 2018, regarding the above-referenced account.  Please be advised that we have made additional attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.  T-Mobile regrets any continued concerns Mr. [redacted] may have regarding billing, equipment returns, and number porting.  Please be advised that pursuant to T-Mobile Terms and Conditions, anytime an account carries a past due balance, it may be subject to service interruption or cancellation.  Once a T-Mobile account is cancelled for nonpayment, it may not be resumed unless payment is remitted to bring the balance current.  Customers wishing to port a mobile number to another service provider are welcome to do so, and they must contact their new service provider to complete the request.   It is important to note that T-Mobile adheres to the porting guidelines outlined by the Federal Communications Commission, and does not impede customers’ ability to port their mobile numbers to another service provider regardless of a balance owed.  However, it is also important to note that in order for customers to initiate a number port from one service provider to another, the mobile number being ported must active.T-Mobile regrets that Mr. [redacted] had health issues.  As we understand that customers may encounter life events that affect their ability to pay by their normal due date, T-Mobile offers payment arrangements as a courtesy to allow them to keep services active provided that they pay their entire past due balance by an agreed upon payment arrangement due date.  Upon reviewing Mr. [redacted]’s account, T-Mobile found that he agreed to and defaulted on multiple payment arrangements between the dates September 11, 2016, and December 4, 2016.As indicated in our previous correspondence to your office, Mr. [redacted]’s account was cancelled for nonpayment on January 7, 2017.  Unfortunately, as Mr. [redacted] had defaulted on multiple arrangements and as no payments had been remitted towards his account since September 28, 2016, T-Mobile was unable to further assist Mr. [redacted] with any additional payment arrangements.  Therefore, payment for the full past due balance was required to resume service.Please be advised that T-Mobile provides customers with 30 days to resume a cancelled line of service with the same mobile number.  After a minimum 30 day to maximum 60 day period known as the “aging period,” cancelled mobile numbers are subject to assignment to a new customer.  If a cancelled mobile number prevoiusly belonged to another service provider’s number group, then the mobile number is released to the original service provider after the aging period.  As Mr. [redacted]’s account has been cancelled for more than a year, T-Mobile is unable to assist Mr. [redacted] with reactivating or porting out his mobile number ending in 6235.T-Mobile offers Coverage Solution devices to customers who are in need of a solution to enhance or improve indoor coverage at their primary place of use, provided that they meet eligibility criteria.  As indicated in our previous correspondence to your office, customers who wish to receive a Coverage Solution device agree to return the device(s) should their service be cancelled.  Customers in possession of a Coverage Solution device are automatically sent a return kit to send back their coverage device(s) if their T-Mobile account is cancelled for any reason.  Our review confirms that a return kit was sent to Mr. [redacted] on January 7, 2017 when his account was cancelled for nonpayment.  Customers who have been issued a return kit have a 60-day timeframe in which to return their coverage device(s) to T-Mobile.  As Mr. [redacted]’s return timeframe ended on March 8, 2017, it is T-Mobile’s position that he is not eligible to return his coverage device.Mr. [redacted] may contact AmSher at 1-877-322-9724 to discuss payment options.  Alternatively, Mr. [redacted] may also contact T-Mobile Customer Care to remit payment at 1-800-937-8997.  Please be assured that T-Mobile makes every effort to promptly address and respond to any customer concerns and calls to our office.  We regret if Mr. [redacted] feels that our office has failed to display that in any way.  Mr. [redacted] may contact me directly at the number listed below should he wish to discuss this 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.Anthony M[redacted]Executive Response

Bureau ServiceRevdex.com ofAlaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327Re: [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...

3, 2016, regardingthe 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 concerns Ms. [redacted] experienced in regards to the T-Mobile account activatedin her name. T-Mobile has completed its investigation of this matter and unfortunately, we have beenunable to substantiate the allegation of fraud. A review of the account indicates that billing statementswere sent to the address Ms. [redacted] supplied in her correspondence to your office. In addition, thecontact number Ms. [redacted] listed on her correspondence was found on the detailed billing records forthe disputed account.In cases where the account holder of record claims they did not activate the account, T-Mobile requiresthat party complete a Collection Dispute Form. Enclosed is a form for Ms. [redacted] to complete andreturn with a photocopy of her driver’s license or other government-issued photo identification and apolice report naming the responsible party. This may be faxed to my attention at 505-998-3796. Uponreceipt, T-Mobile will review this matter further and apprise Ms. [redacted] of our findings. ShouldMs. [redacted] wish to discuss this matter further she may contact me directly at the number listedbelow.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 feelfree to contact me at 877-290-6323 ext. [redacted]Very truly yours,T-MOBILE USA, INC.Diana J[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. However, the phone received (the On 5) had a large scratch/crack down the screen.  I have since emailed T-Mobile about this.  Sincerely, [redacted]

March 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 4, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. 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 records confirm that Mr. [redacted] activated his T-Mobile account on March 3, 2016, and later that day returned his equipment and cancelled his account. Please note that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.). Based upon the above, it is our position that the restocking fee assessed when Mr. [redacted] returned his device on March 3, 2016, is valid. Nevertheless, in an effort to amicably resolve this matter for Mr. [redacted] on March 8, 2016, T-Mobile refunded Mr. [redacted] in the amount of $50.00 to the address provided in his correspondence to your agency. Please note it may take seven to ten business days for Mr. [redacted] to receive his prepaid refund card in the mail. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

July 21, 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 9, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate that on August 14, 2016, Ms. [redacted] entered into our JUMP! On Demand (“JOD”) lease program by selecting a Samsung Galaxy Note 7 handset. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
T-Mobile records indicate that on May 30, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 handset. It is important to note that T-Mobile has no record of Ms. [redacted] trading in her Samsung Galaxy Note 7 handset at that time.
A billing statement issued April 15, 2017, reflected a balance of $775.03 due by May 7, 2017, and consisted of a past due balance of $180.93, monthly access charges from April 15, 2017 through May 14, 2017, monthly EIP charges, monthly JOD charges, late fee, third-party purchases and applicable tax. Please note that on April 21, 2017, T-Mobile received a payment in the amount of $180.93 which covered the past due balance. It is important to note that this was the last payment T-Mobile received on Ms. [redacted]’ account.
On May 3, 2017, T-Mobile cancelled Ms. [redacted]’ JOD lease associated with the Samsung Galaxy Note 7 handset and issued credits totaling $846.32 for the remaining lease payments, lease payments already billed to the account and the purchase option price for the Samsung Galaxy Note 7 handset. Please note that the remaining lease payments and the purchase option price totaling $517.98 for the Samsung Galaxy Note 7 handset were accelerated and applied to the following billing statement. Furthermore, it should be noted T-Mobile records on May 11, 2017 confirm successful receipt of the Samsung Galaxy Note 7 handset to our warehouse after the above acceleration occurred.
The following billing statement issued May 15, 2017, reflected a balance of $624.61 due by June 7, 2017, and consisted of monthly access charges from May 15, 2017 through June 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable tax. Please note that on May 27, 2017, a credit in the amount of $4.99 was applied to the account for a third-party purchase.
A billing statement issued June 15, 2017, reflected a balance of $1,104.44 due by July 7, 2017, and consisted of a past due balance of $619.62, monthly access charges from June 15, 2017 through July 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable tax.
T-Mobile records confirm that on June 20, 2017, T-Mobile issued a courtesy credit in the amount of $100.00 to Ms. [redacted]’ account due to the above-referenced credit for the Samsung Galaxy Note 7 handset’s remaining lease payments and purchase option price being applied to the billing statement issued April 15, 2017.
On July 9, 2017, as an additional courtesy to Ms. [redacted], T-Mobile issued a credit in the amount of $1,004.44 for monthly access charges from May 15, 2017 through July 14, 2017, monthly EIP charges, monthly JOD charges, third-party purchases and applicable taxes.
As of July 19, 2017, Ms. [redacted]’ account reflects a balance of $638.85 due by August 7, 2017, and consists of monthly access charges from July 15, 2017 through August 14, 2017, monthly EIP charges, monthly JOD charges, late fee, third-party purchases and applicable taxes. It is T-Mobile’s position that Ms. [redacted] has been refunded in full for the Samsung Galaxy Note 7 handset and no further credits are due. Ms. [redacted] may remit payment by contacting our Customer Care 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.
William B[redacted] Executive Response

April 4, 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 22, 2017 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to his concerns of being overcharged for his iPhone 7.
From September 26, 2016 to October 2, 2016, T-Mobile offered new and existing postpaid customers the opportunity to upgrade their full paid off iPhone to the iPhone 7 at a discounted price. With this offer, qualified customers who purchased a new iPhone on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is discounted after 24 months.
T-Mobile records confirm that on September 30, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a an Apple iPhone 7 32GB handset. Based on Mr. [redacted]’s trade in of an Apple iPhone 6, he was quoted a trade in credit of $165.00 along with monthly EIP credits of $11.87 per month making the total cost of the device after all credits $200.00. Please be advised that on November 15, 2016, Mr. [redacted] received a trade in credit in the amount of $137.00 and has been receiving monthly credits in the amount of $11.87. It is important to note that due to an inadvertent error, Mr. [redacted] received a lower trade in credit.
On April 3, 2017, T-Mobile applied an additional credit in the amount of $28.00 to cover the remaining amount of the expected trade in credit and leaving his account at a $28.00 credit balance. Additionally, in order to amicably resolve this matter, T-Mobile applied a $200.00 credit towards the EIP for the iPhone 7 32GB handset. This has brought the remaining balance owed on the EIP to $287.45 and Mr. [redacted] should expect to still see his EIP payment at $27.09 monthly and receive a credit in the amount of $11.87 towards it with only ten remaining payments instead of twenty.
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.
Jimmie P[redacted]
Executive Response

July 17, 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 3, 2017, regarding the above-referenced account.
T-Mobile regrets any suspension of service concerns Ms. [redacted] has experienced. A billing statement issued May 24, 2017, reflected a balance of $472.44 due by June 16, 2017, and consisted of a past due balance of $239.90, monthly access charges from May 24, 2017, through June 23, 2017, monthly EIP charges, late fee, and applicable tax. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.
T-Mobile records indicate that Ms. [redacted] entered into a payment arrangement on May 28, 2017, through myT-Mobile.com and agreed to pay $47.74 on June 11, 2017, and $190.96 on June 16, 2017. Accordingly, on June 11, 2017, a payment in the amount of $47.74 was received on Ms. [redacted]’s account. However, on June 16, 2017, the scheduled payment of $190.96 was not received as agreed upon. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency.
Due to continued non-payment, on June 19, 2017, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] remitted a payment of $191.00 on June 19, 2017, and the account was reactivated. At the time the account was restored, the account was assessed a $20.00 restore from suspension fee per line of service. Please note that T-Mobile charges a $5.00 payment support fee to cover the operating expenses T-Mobile incurs for taking a call and having a representative personally help the customer with a payment or payment arrangement.
T-Mobile records confirm that Ms. [redacted] entered into a new payment arrangement on June 19, 2017, by agreeing to pay $305.68 on June 29, 2017. On June 20, 2017, a payment in the amount of $25.00 was received and on June 22, 2017, an additional payment of $140.00 was received.
A billing statement issued June 24, 2017, reflected a balance of $374.43 due by July 16, 2017, and consisted of a past due balance of $140.68, monthly access charges from June 24, 2017, through July 23, 2017, monthly EIP charges, payment support fee, restore from suspension fees, late fee, and applicable tax.
On June 29, 2017, the scheduled payment of $305.68 was rejected due to an invalid credit card number. Accordingly, on July 1, 2017, T-Mobile suspended the account’s ability to place outbound calls. Please note that on July 2, 2017, when two payments totaling $110.48 were received and Ms. [redacted]’s account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
In an effort to amicably resolve this matter, on July 5, 2017, T-Mobile issued a courtesy credit in the amount of $134.20 for the restore from suspension fees plus tax incurred on June 19. 2017, and July 2, 2017. As of July 12, 2017, Ms. [redacted]’s account reflects a balance of $196.97 for monthly access charges from June 24, 2017, through July 23, 2017, monthly EIP charges, payment support fee, late fee, and applicable tax.
Please be advised that T-Mobile offers a free service, Autopay. Autopay automatically deducts funds from the customer’s chosen payment method (bank account or credit card) approximately two days before the bill due date and applies them to the account as a payment. T-Mobile recommends that Ms. [redacted] utilizes our Autopay option to avoid service interruptions in the future. 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.
William B[redacted]
Executive Response

May 2, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327 Re: [redacted]. [redacted] T-Mobile Account Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 20, 2017 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 [redacted]. [redacted] as an authorized user of the account. T-Mobile is pleased to inform you we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction.T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regard to his final billing statement. T-Mobile records indicate that the last payment remitted to T-Mobile was on February 5, 2017, in the amount of $141.73 resulting in a remaining balance of $567.13. As no further payments were remitted to the account, the February 15, 2017, billing statement totaling $743.44 carried over a past due balance, and had new charges for the billing period of January 15, 2017, through February 14, 2017, which was due by March 7, 2017. Please note that on February 20, 2017, the account was cancelled mid billing cycle. 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 March 14, 2017, in the amount of $177.40 for an updated balance of $820.84, which was due on April 7, 2017. As Ms. [redacted]’s account remained in a delinquent status, on April 12, 2017, the account was referred to an outside third party collection agency. Please note that when an account is referred to an outside collection agency it may be assessed a one-time collection fee. Accordingly, Ms. [redacted] was assessed a one-time collection fee in the amount of $205.21, resulting in an updated balance in the mount of $1,026.05. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concern, on April 25, 2017, T-Mobile applied a one-time credit in the amount of $177.40. As a result of the credit, the collection fee was reduced by $44.35 resulting in an updated balance of $804.30. Mr. [redacted] may contact Voice Stream – In House directly at 800-937-8942 for payment options. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care. 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.Carlos T[redacted]Executive Response

September 6, 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 August 30, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any inconvenience to Mr. [redacted] regarding his experience with our retail stores. 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. Rest assured, Mr. [redacted]’s feedback has been provided to the appropriate channels for implementation. Our records indicate on June 23, 2016, Mr. [redacted] activated two voice lines of service, ported his mobile numbers from his previous carrier and enrolled in Simple Choice Family Match Unlimited Talk and Text with 10GB of data per line of service at $100.00 per month. In addition, Mr. [redacted] activated two Mobile Internet lines of service and both were enrolled in our Mobile Internet On Demand Only plan at $10.00 per month per line of service. Furthermore, Mr. [redacted] took advantage of our JUMP! On Demand leasing program and leased an Apple iPad Air 2 tablet. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. JUMP! On Demand customers are responsible for and agree at the time of the lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. Regrettably, on June 24, 2016, Mr. [redacted] cancelled his two voice lines of service and ported out his mobile numbers to his previous carrier, however the Mobile Internet lines of service remained active. As such, Mr. [redacted]’s account generated a balance of $130.97 for the first month of service and was due on July 16, 2016. However, on July 2, 2016, Mr. [redacted] contacted our Customer Care and requested to cancel the remaining lines of service which cause the lease on the Apple iPad Air 2 tablet to accelerate and was charged the full equipment charge of $567.09. In addition, at the time of cancellation a credit was issued for monthly access charges in the amount of $114.88 for the billing period from July 3, 2016, to July 23, 2016. Further review shows on July 25. 2016, T-Mobile’s Customer Care applied a credit of $130.97 as there was no usage on Mr. [redacted]’s account. Also, on August 31, 2016, T-Mobile located Mr. [redacted]’s Apple iPad Air 2 and applied the credit of $567.09 to bring his account a credit balance of $114.88. Please note, Mr. [redacted] did not make payment toward the above-referenced account and therefore T-Mobile will not be providing a refund. The credit balance is a result of additional credits issued. Mr. [redacted]’s account remains cancelled. 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

October 27, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]
                        [redacted]
                        [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 17, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced regarding her retail store visit and appreciates the opportunity to address her concerns.  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 Ms. [redacted]’s recent visit to our retail location.    T-Mobile records indicate that on June 14, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6S 64GB handset on her daughter’s line ending in [redacted].  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 monthly installments.  By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional 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, 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.  Customers enrolled in JUMP!2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period.   Unfortunately, as Ms. [redacted] mentioned in her correspondence to your office, the equipment was deemed to have physical damage making the equipment ineligible to trade in for an upgrade.  Upon speaking with Ms. [redacted], on October 20, 2017, T-Mobile explained that the device could be traded in pending the completion of filing an insurance claim through Assurant Solutions whom provides the JUMP!2 feature benefits.  Regretfully, T-Mobile was unable to locate any record of her in store interaction, and explained to Ms. [redacted] that two Apple iPhone 8 handsets could not be sent out as a means of resolution.    Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on October, 20, 2017, T-Mobile applied a one-time courtesy credit of $175.00 to assist Ms. [redacted] with the cost of the Assurant Solutions deductible.  Should Ms. [redacted] choose to file a claim with Assurant Solutions she can contact them directly at [redacted].  T-Mobile regrets any inconvenience to Ms. [redacted].    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]

February 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 31, 2017, regarding the above-referenced account.
We regret any inconvenience that Ms. [redacted] experienced regarding the non-return fee billed to her account. Our record confirm that on April 29, 2014, we mailed a T-Mobile Signal Booster to Ms. [redacted] to enable her to have better voice and data connections while at home and therefore improve her in-home coverage. Please note that Signal Boosters are T-Mobile owned devices. If not returned upon cancelation of service, there is a non-return fee that is assessed to the account. Our records further confirm that on November 25, 2016, a return label was created and mailed to Ms. [redacted] for her to return the Signal Booster. Upon receipt of Ms. [redacted] correspondence from your office, T-Mobile confirmed receipt of the Signal Booster on January 9, 2017.
Please note that Ms. [redacted] account was enrolled in AutoPay on October 20, 2014. Although we regret if she was advised the feature was removed from her account, it was not removed prior to the deduction of her final balance of $397.50 which consisted of the T-Mobile Signal Booster non-return fee. In an effort to amicably resolve this matter, on February 1, 2017, T-Mobile approved a refund of $397.50 for the T-Mobile Signal Booster non-return fee to the original payment method. Please allow up to five business days for the funds to reflect on Ms. [redacted] financial institution. Again, we regret 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.
Aika A[redacted] Executive Response

I have filed a complaint before and the "executive rep" didn't call(never in the office) and emailed me back late. My account was cancelled November 1,2017 and I didn't know why so I called and they restored my line [redacted]. When I started service I wanted the ZTE watch but the store didn't have it and they said it would be shipped. The promotion going on then was $0 down but I was charged $167 and I called customer service over and over and nothing was done. I then wanted to add a line and upgrade my sons phone but customer service told me I would have to go in. When I went to the store I added the line but later on I was told I had a watch and 2 other lines. I cancelled them and customer service was suppose to put me back on the EIP. Since my account was cancelled it billed me for the devices in full. I've been waiting on a call for 2 months now. I got a message today saying my service was going to be cut off and I'm confused to why. This is the exact reason I left T-Mobile years ago. As far as the watch, I talked to a manager in the store and she said I would get a credit each month to refund that and I haven't seen it yet. I've also asked not to be asked for "the last four of my social" because the person that would have access to my account knows that. When they ask I write down the name and time and it's been well over 30 times. The last "executive rep" said he listened to a call and they didn't ask for the last four of my social but he only listened to one call.I want my money for the watch and all other charges dropped(late fees and EIP). I want the account fixed to where I don't owe anything becuase this doesn't make sense that I have to do this again. I want to be able to upgrade to a device WITHOUT paying most of the phone upfront.

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 9, 2018, 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 [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr. [redacted] experienced with the account.  Please be advised the account is currently subscribed to our Simple Choice Family Mobile with unlimited talk, text and 6 GB of 4G LTE data for two lines for $70.00 plus applicable taxes and fees.Our records confirm on December 23, 2017, Ms. [redacted] purchased two LG Stylo 3 Plus handsets using our Equipment Installment Plan (“EIP”) offering.  Regrettably, due to an inadvertent error, the handsets did not ship and on January 2, 2018, the orders were canceled.  It is important to note that from December 27, 2017, through January 2, 2018, in an effort to amicably resolve the matter T-Mobile applied several credits totaling $290.42.  Please be advised the courtesy credits provided were not reversed.  On January 2, 2018, T-Mobile placed a new order for two LG Stylo 3 Plus handsets on EIP and the handsets were delivered on January 4, 2018.  Thereafter, Mr. [redacted] contacted T-Mobile regarding concerns with his data usage and T-Mobile added an additional unlimited data package in the amount of $45.00 per month for lines ending in 0715 and 7479.  Please be advised both additional data packages were removed as of February 9, 2018 and returned to the original 6 GB of data per line referenced above. On February 5, 2018, a bill generated for $176.98, which consisted of monthly service charges, goodwill credits, and equipment charges plus applicable taxes and fees from February 5, 2018, through March 4, 2018, and due by February 25, 2018.  On February 9, 2018, in an effort to further resolve Mr. [redacted]’s concerns T-Mobile applied additional account credits in the amount of $211.80 for additional data charges and courtesy credits leaving an account credit balance of $34.82. On February 12, 2018, upon speaking to Mr. [redacted] he stated his concerns had been resolved and requested additional courtesy credits, at which time T-Mobile respectfully declined any additional compensation for this matter. 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.Carolina F[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]

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.
Just remember, service was cancelled the day after the initial sign up in December.   Sincerely,
[redacted]

June 19, 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 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile was unable to reach Ms. [redacted] and as such, will make every effort to address her concerns within this letter.
T-Mobile regrets any account and equipment concerns Ms. [redacted] has experienced. T-Mobile understands that receiving a higher than expected bill can be frustrating and we appreciate the opportunity to provide the necessary details. T-Mobile records confirm that on November 25, 2015, Ms. [redacted] leased an Apple iPhone 6s 16GB utilizing our JUMP! ON Demand (“JOD”) program for mobile number ending in [redacted] on her above referenced account. Ms. [redacted] agreed to pay 18-monthly lease payments of $31.00 including tax, as well as a final Purchase option Price (“POP”) should she elect to keep the handset. Should that occur the POP is assessed on the billing statement following the completion of the 18 monthly lease payments or customers can opt to have the POP split into nine monthly installments utilizing T-Mobile’s Purchase Option Installment Plan (“POIP”).
A review of Ms. [redacted]’ account confirms that on May 16, 2017, the POP was assessed to the account in the amount of $191.99 plus the remaining applicable taxes. Ms. [redacted] attempted to perform a handset upgrade and was advised of the POP and was outside of the timeframe to setup the POIP.
In an effort to resolve Ms. [redacted]’ concerns, T-Mobile advised that the POP would be removed from the account in the form of a one-time bill credit on June 16, 2017, in the amount of $191.99 leaving a balance of $88.69.
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 regret any inconvenience to Ms. [redacted] and hope that she accepts our offer as resolution to this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted]
Executive Response

August 29, 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 August 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets that Ms. [redacted] has additional concern regarding the matter and we welcome the opportunity to respond. As shared in our previous correspondence, Ms. [redacted] was not subscribed to the correct insurance feature, and, as such, when she attempted to file a claim, the insurance company declined her request. Additionally, had Ms. [redacted] had the correct insurance feature, there would have been a $175.00 deductible to initiate the claim.
T-Mobile records reflect that on July 18, 2017, Ms. [redacted] purchased an Apple iPhone 7 on our Equipment Installment Plan (“EIP”) at a total cost of $649.99. Please be advised that in an effort to amicably resolve the matter, on August 26, 2017, T-Mobile issued a $474.99 credit to Ms. [redacted]’ EIP balance. As a result of this credit, the total cost for Ms. [redacted]’ new handset was $175.00, which is equivalent to the deductible she would have paid had she subscribed to the correct insurance feature. Should Ms. [redacted] seek to add insurance to this device, she may contact me at the number below to do so.
Finally, 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. [redacted]’ recent contacts with our office 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