T-Mobile Usa Inc

February 7, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 29, 2017, 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 Mr. [redacted]s concerns regarding receiving a rebate. At the time of activation Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of one Samsung Galaxy S7 Edge Silver handset with 32GB of memory and one Samsung Galaxy S7 Edge Gold handset. At the time of Mr. [redacted]’s purchase, he was not required to remit a down payment. Mr. [redacted] then agreed to a series of 24-monthly installments in the amount of $30.00. As part of Samsung’s BOGO offer, Mr. [redacted] was required to purchase two Samsung Galaxy S7 or S7 Edge handsets on EIP, and submit proof of purchase on the web site www.T-Mobile.com/promotions using the promo code GS7BOGO within 30-days of purchasing the second device. Once the documentation was received and Samsung validated the proof of purchase; within eight weeks, Samsung would then mail Mr. [redacted] a prepaid rebate card for the purchase price of one handset, minus any required taxes. T-Mobile records confirm that the last date to redeem this code was on April 17, 2016. T-Mobile records confirm that Mr. [redacted]’s proof of purchase was not received within the specified timeframe. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed to do so during Mr. [redacted]’s contact with our retail location. In an effort to amicably resolve the matter, on February 2, 2017, T-Mobile issued a refund in the amount of $ 979.99 to his billing address on file. Mr. [redacted] can expect receipt of the refund within ten business days from the date of processing. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:
filled complain last month #[redacted] about the problem and how its been 6 month every month I have to call to correct the billing . t mobile closed the case as fixed / solved which is not true. they didn't provide the restitution I asked for . now just received the billing again for august and still incorrect . t-mobile is very shady company doing business this way and hopping to make more money than whats agreed oni'd like t mobile to correct the issue and pay for their neglect if this is not fixed properly and proper resolution met that I accept . I will take all and every legal action possible. this time whoever contact me should have the power and authority to speak on behalf t-mobile not an incompetent 20 years old
Sincerely,
[redacted]

December 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 25, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records indicate that Ms. [redacted] activated the account on September 19, 2016, with the mobile numbers ending in [redacted] and the Mobile Internet line of service ending in [redacted]. Review of Ms. [redacted]’s monthly charges confirms that subscribes to our T-Mobile ONE rate plan which provides her with unlimited talk, text, and 4G speed data for $130.00 for the first two lines of service and $25.00 each additional line of service. Additionally Ms. [redacted] subscribes to our T-Mobile ONE Tablet unlimited data plan for $75.00 per month for one line of service. Additionally, the mobile numbers ending in [redacted] each subscribe to JUMP! with Premium Handset Protection (“PHP”) for $12.00 per line each month. Please be advised that Ms. [redacted] receives a $55.00 monthly bill credit for her T-Mobile ONE Tablet plan and $5.00 monthly bill credit for each voice line of service as long as she maintains our optional AutoPay feature. Please note if the AutoPay feature is removed or Ms. [redacted] changes to a different rate plan, she would no longer be eligible for the monthly credits. T-Mobile records indicate that Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”). EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Ms. [redacted] has the following EIPs: • LG GPad Tablet financed on September 19, 2016, with 24 monthly installments of $8.30; • Samsung Galaxy Note 5 handset financed on September 19, 2016, with 24 monthly installments of $24.55; • iPhone 6S Plus 16GB financed on September 19, 2016, with 24 monthly installments of $22.48; • iPhone 6S Plus 64GB financed on September 19, 2016, with 24 monthly installments of $25.94; • iPhone 6S Plus 64GB financed handset on September 26, 2016 with 24 monthly installments of $31.25. Ms. [redacted]’s monthly charges for service and the optional features totaled $308.52 after promotional credits and prior to additional usage charges, fees, taxes and surcharges. Please be advised that on September 27, 2016, Ms. [redacted] returned the Samsung Galaxy Note 5 handset and on October 9, 2016, she returned the LG GPad Tablet thus closing the EIPs for the respective equipment. On November 25, 2016, T-Mobile spoke to Ms. [redacted] and as a gesture of goodwill, T-Mobile applied a onetime courtesy credit in the amount $325.30 which brought Ms. [redacted]’s account to a zero balance. In addition T-Mobile offered to change Ms. [redacted] to our now grandfathered Select Choice Family Unlimited Talk Text plus 30MB of data promotional rater plan for $50.00 per month for the first two lines of service and $5.00 per month for additional lines. Additionally the mobile numbers ending in [redacted] and [redacted] each will subscribe to JUMP! With Premium Handset Protection (“PHP”) for $12.00 per month for each line of service and our grandfathered Simple Choice Unlimited Data feature with 5GB of hotspot for $20.00 per each line of service. Furthermore the Mobile Internet line of serve will subscribe to our Simple Choice North America Mobile Internet with 2GB of Data for $20.00 a month. Please be advised that the Mobile Internet line of service qualifies for a $10.00 monthly credit as long as Ms. [redacted] subscribes to a qualifying voice line of service. Ms. [redacted]’s monthly charges for service and the optional features will then total $240.67 after promotional credits and prior to additional usage charges, fees, taxes and surcharges. Ms. [redacted] accepted this as resolution and was advised that the rate plan change would take effect on her following billing cycle commencing on December 20, 2016. Ms. [redacted] was satisfied with the resolution and did not have any additional concerns Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

May 8, 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 your correspondence dated May 3, 2017, regarding the above-referenced account.
Please be assured that T-Mobile strives to provide exceptional service to our customers on each and every contact. We regret any concerns experienced by Mr. [redacted] associated with his Mobile Device Unlock request and appreciate the opportunity to address his concerns.
A review of the account confirms that on July 30, 2016, Mr. [redacted] purchased a Samsung Galaxy S6 Edge 64GB handset with International Mobile Equipment Identifier (“IMEI”) number [redacted] through our Equipment Installment Plan (“EIP”) offering. Following, on March 29, 2017, the above mentioned EIP was paid off. It is important to mention that the site referenced on Mr. [redacted]’s correspondence to your office listed as https://www.t-mobile.com/verifyIMEI.aspx is meant to review the status of IMEI numbers of non-T-Mobile devices. Therefore, as Mr. [redacted] has a T-Mobile branded Samsung Galaxy S6 Edge 64GB handset, the information reflected through our site may not reveal the accurate IMEI status for Mr. [redacted]’s T-Mobile branded handset.
Upon receipt of Mr. [redacted]’s correspondence from your office, on May 6, 2017, we ensured that the Samsung Galaxy S6 Edge handset was approved to be unlocked. Additionally, we emailed Mr. [redacted] the below listed instructions to complete the Mobile Device Unlock on his handset.
Please be advised that Mr. [redacted]’s Samsung Galaxy S6 Edge can only be unlocked by using the Device Unlock app in the device itself. There is no unlocking code available. Before completing the steps below to unlock the device, Mr. [redacted] must be connected to the internet via a cellular network in order to complete the steps:
1. From the Home screen, tap Apps.
2. Tap Device Unlock.
3. Tap Continue.
4. Wait while the device connects to the server.
5. Choose desired device unlock type:
a. Permanent Unlock
6. Wait while the device requests the unlock.
7. If successful, restart the device to apply the settings:
a. Permanent Success
8. If you do not restart the device, a persistent alert will appear.
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

May 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile...

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 13, 2017, regarding the above-referenced account. Please be advised that upon speaking with Ms. [redacted], she confirmed she is the Billing Responsible Party. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with the activation of the above-referenced account.
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
T-Mobile records confirm that on March 31, 2017, Ms. [redacted] activated the above-referenced account and purchased two iPhone 7 Plus handsets on an Equipment Installment Plan (“EIP”). At the time of signing, Ms. [redacted] was required to remit a down payment of $299.98 and agreed to 24-monthly installment payments in the amount of $60.00.
It is important to note that at the time of purchase, Ms. [redacted] traded in one iPhone 6s and one iPhone 6s Plus for which she received a trade-in credit of $390.00. Based on the amount owed to her prior carrier totaling $774.88 and approval of her reimbursement request, Ms. [redacted] is eligible to be sent a prepaid card in the amount of $384.88 for the balance of the equipment installments charged by her prior carrier. Please be advised Ms. [redacted] will need to log-in to www.t-mobile.com to accept the offer and have the prepaid card sent to her.
Nevertheless, as a gesture of goodwill, on May 25, 2017, T-Mobile offered to apply a one-time courtesy account credit in the amount of $195.00 which is equal to half of the trade-in credits previously received at the time of activation. Regrettably, Ms. [redacted] declined T-Mobile’s offer at this time. Should Ms. [redacted] decide to take advantage of this offer, she may contact me at the number listed below no later than June 1, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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]’s recent contact with our Customer Care. 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.
Carlos T[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 7, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted] and appreciates the opportunity to respond to her concerns. 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. T-Mobile records indicate on October 17, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 32GB utilizing JOD. Additionally, on April 16, 2017, Ms. [redacted] traded-in her Samsung Galaxy S7 32 GB and “jumped” to a new Samsung Galaxy S8.
T-Mobile records to not reflect receipt of the Samsung Galaxy S7 32GB to our warehouse. However, in order to resolve this matter amicably on July 8, 2017, T-Mobile closed the JOD for the Samsung Galaxy S7 32GB and also applied a one-time credit of $57.50 which includes the two monthly payments remitted toward the closed JOD. Ms. [redacted]’s account currently reflects a zero balance. 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 844-213-3926 ext. [redacted] 
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

April 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 17, 2017, 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 inconvenience to Ms. [redacted] regarding her billing charges. T-Mobile records indicate that on December 14, 2014, Ms. [redacted] subscribed to the Family Stateside International with Mobile feature for a monthly charge of $10.00. However, on December 19, 2016, the feature was removed from Ms. [redacted]’s account. As Ms. [redacted] did not have the Family Stateside International with Mobile feature on the account, Ms. [redacted] incurred $542.63 in international charges.
Furthermore, on April 5, 2017, and on April 17, 2017, T-Mobile issued credits totaling $501.91 to Ms. [redacted]’s account for the long distance charges, with exception of the two monthly feature charges that should have been applied on Ms. [redacted]’s account.
Please be advised that as of the date of this letter Ms. [redacted]’s account reflects a balance of $1,178.25, which consist of accelerated equipment installment charges and a past due balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]
Executive Response

December 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 20, 2017, 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 concerns Ms. [redacted] experienced regarding her account. T-Mobile records reflect that Ms. [redacted] purchased a LG Stylo 3 Plus handset on October 27, 2017. By purchasing T-Mobile equipment, Ms. [redacted] receives 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 Device Protection as of date of her handset purchase. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program after troubleshooting has been completed or a post-exchange device 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.
On November 15, 2017, our records show Ms. [redacted] remitted two payments online, the first in the amount of $95.31, and the second for $39.41. On November 20, 2017, T-Mobile refunded Ms. [redacted] in the amount of $93.41, back to the original payment method. Please note that refunds can take up to three business days to process.
As Ms. [redacted] is past the return period for the handset she is unable to return the handset at this time. However if Ms. [redacted] continues to experience issues with her handset she may contact our Customer Care at 1-800-937-8997 for further troubleshooting 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 Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted] and appreciates her business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. 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

July 27, 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 Prepaid Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 15, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account.
We are pleased to inform you that T-Mobile has contacted Ms. [redacted] and resolved her concerns to her satisfaction. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Please note T-Mobile is always working to improve its coverage, which may vary from location to location and may change without notice.
T-Mobile has verified the address on Ms. [redacted]’s complaint and based on the coverage map, confirms that her account address is in a good coverage area with no known issues. However, as bands of signal are updated, it is possible for older devices, such as Ms. [redacted]’s, to become incompatible with the newest frequencies. In such instances, T-Mobile recommends our customers to upgrade their devices to a newer version to ensure network compatibility. We regret any inconvenience Ms. [redacted] has experienced with our coverage.
Nonetheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on July 24, 2017, T-Mobile has provided with Ms. [redacted] with a new Apple iPhone 6s 16GB device, which is compatible with all of our current bands of frequencies, at no cost. Ms. [redacted] accepted the new device as resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Sal O[redacted]
Executive Response

December 6, 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 November 30, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her account. T-Mobile records indicate that on February 6, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LV V10 devices. 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. Accordingly, Ms. [redacted] was not required to make a down payment but did agree to a series of 24 monthly installments in the amount of $43.12 for the equipment.
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! feature. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device 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.
However, in an effort to amicably resolve this matter, December 1, 2017, T-Mobile agreed to exchange Ms. [redacted]’s LG V10 devices for replacement Samsung Galaxy S7 devices. We ask that Ms. [redacted] return her LG V10 devices to my attention in like-new condition. The handsets can be mailed to me at the following address:
T-Mobile USA, Inc.
Attn: Zachary
c/o Executive Response
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile recommends Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handsets, batteries, chargers, and her account information within the box to ensure proper credit is applied. If the handset has sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Ms. [redacted] and she will be charged $1,038.00 for the two Samsung Galaxy S7 devices. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than January 1, 2018, in order to take advantage of this offer. Upon speaking with Ms. [redacted] she accepted this as full resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted] Executive Response

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

Complaint: [redacted]
I am rejecting this response because: To Whom it may concern:   When I signed up for T-Mobile in May I was told by an associate in store, as well as an customer service representative I had multiple towers near my area. I was reassured by more then one associate that I would have excellent service. When I arrived in my new location and called customer service…. Again, A different agent informed me that I did not have any service in the area I was in. I was guaranteed service by two different T-Mobile agents. I worked to resolve this issue to keep service, I went above and beyond to set up a booster and boost the phone itself. Yet, I was lied to by two employees.             When I was initially signing up and changing carriers to T-Mobile I was not made aware of the guidelines with the carrier freedom program. If I had been made aware of this program I would have waited to changed my service (Even though I had NO service what-so-ever.) I was lead to believe that by switching carriers T-Mobile would follow through with their promise to pay. As both a business owner and a pre-law student I had needed excellent service. I talked to associates in store and online about the service in my location and did not have the option and was not made aware of the option where I could check “coverage”. I blindly took the word of your representatives, trusting that T-Mobile was going to treat their customer with respect and truth.             After going through months of customer service challenges I finally got my refund for what I spent in store. T-Mobile pushed this refund for months, using a different excuse each time I spoke with them. When I signed up with T-Mobile I had to trade in my device to get a new T-Mobile device. When I was going through many different service problems I had to send my phone BACK to T-Mobile leaving me with no device at all. I told part of the refund I was receiving was because I had to go to a totally different carrier and get a brand new phone because both my original phone and T-Mobile’s phone were sent back to T-Mobile. This had nothing to do with my reimbursement from switching carriers. I did not have the option of going back to my previous carrier and because I had to give T-Mobile the old phone I have a 400$ device charge as well as 200$ in cancellations. Again, I would have never traded my phone in and I would have waited longer if the company was truthful with their policies.             I am now in debt 628$ after doing everything the company has asked me to do regarding keeping service AND going above and beyond to try and keep their service. Based on this information, the company was untruthful and did not disclose the proper information at the time of service leaving me with no options.    [redacted] M [redacted] 
Sincerely,
[redacted]

September 28, 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 15, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Ms. [redacted] may have experienced in regards to her insurance claim.  Customers who enroll in one of the several optional Premium Handset Protection (“PHP”) features offered by T-Mobile receive extended warranty coverage in addition to the ability to file an insurance claim should their device be lost, stolen, or physically damaged.  If a customer wishes to utilize the insurance coverage for any reason, they must contact the insurance provider, Assurant, directly.  It is important to note that if a customer files a claim for physical damage, they are provided a prepaid return label to send the damaged device back to Assurant.  In the event that a damaged device is not received by Assurant within a timely fashion, an insurance non-return fee is assessed by Assurant and billed to the customer via their T-Mobile billing statement.   T-Mobile records indicate that on June 24, 2017, Ms. [redacted] initiated an insurance claim on an Apple iPhone 6S 16GB handset for physical damage.  On September 8, 2017, Assurant reported that the damaged handset was not returned to their warehouse.  As Assurant had not yet received the damaged handset within a timely fashion, a one-time charge in the amount of $317.99 was assessed to Ms. [redacted]’s September 2017 billing statement.  As neither T-Mobile nor Assurant have possession of the handset, it is T-Mobile’s position that the non-return fee is valid.   Nevertheless, T-Mobile has applied a one-time credit in the amount of $317.99 as a courtesy in an effort to amicably resolve Ms. [redacted]’s concerns.  Ms. [redacted]’s account now reflects a credit balance of $317.99.  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.   Anthony M[redacted] Executive Response Tell us why here...

September 20, 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 a letter dated September 12, 2017, from Mr. [redacted] 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.   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 recent contact with our retail location.   T-Mobile records reflect that on March 28, 2017, the account was activated for use with mobile numbers ending in [redacted] and [redacted].  That day, two Samsung Galaxy S7 Edge devices, two screen protectors, two charge stands, and an Otterbox phone case were purchased through our Equipment Installment Plan (“EIP”) program, wherein Ms. [redacted] was required to remit a payment for the taxes on the full retail price of the devices and accessories, and agreed to 24 monthly installments in the amount of $59.61.   At the time of the transaction, two [redacted] Samsung Galaxy S6 devices were traded in which had a value of $81.00 per device applied to the costs to setup service, and the remaining amount of $11.75 was applied to the account as account credit the date of activation.  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, Ms. [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.”   The account was originally enrolled in the T-Mobile ONE All In rate plan for $110.00 for two lines of service with taxes and fees included.  Additionally, if customers actively enrolled in this plan subscribe to AutoPay, they are eligible for a discount of $5.00 per line per month.  Please note that the account was enrolled in AutoPay on March 28, 2017. 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.  As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided.    T-Mobile records confirm that on August 21, 2017, the account plan changed to the T-Mobile ONE 55+ rate plan at the rate of $70.00 per month for customers 55 and older, with taxes and fees included.  The AutoPay discount also applies to this plan, reducing monthly access charges by $5.00 per line with the active enrollment in AutoPay.   On September 15, 2017, T-Mobile contacted Mr. [redacted], and closed the EIPs for the devices and accessories so that the account is no longer billed for the equipment related charges going forward.  Mr. [redacted] was informed that as a result of the enrollment of the T-Mobile ONE 55+ plan effective August 21, 2017, monthly access charges for the plan including the insurance will be $84.00 on AutoPay, or reduce to $60.00 with AutoPay if he elects to remove the insurance on both lines of service. Mr. [redacted] elected to keep the insurance.  Pursuant to our conversation, Mr. [redacted] considers the matter resolved, and has no further concerns.  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  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

December 12, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 5, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced while trying to obtain a Mobile Device Unlock (“MDU”). Please be advised that device unlock codes are available to customers who meet our eligibility requirements. A review of your account confirms that on November 28, 2016, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in 1821. Please note that Mr. [redacted]’s account was eligible to receive a Mobile Device Unlock code for his device. As such, on November 30, 2016, T-Mobile emailed Mr. [redacted] with the Mobile Device Unlock code and instructions needed to unlock his device. Upon speaking with Mr. [redacted] on December 6, 2016, he confirmed that the Apple iPhone SE with the IMEI [redacted] was unlocked and in use overseas. As such, T-Mobile respectfully declines to provide Mr. [redacted] with any further compensation. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Shannon R[redacted] Executive Response

June 7, 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 1, 2016, regarding the above-referenced account. T-Mobile regrets any dropped calls Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. As Mr. [redacted] may imagine, there are several factors and other conditions that may interfere with actual service, quality, and availability. Please be advised that upon speaking to Mr. [redacted] on June 3, 2016, at his request, T-Mobile removed the Premium Handset Protection feature from the mobile number ending in [redacted]. On June 3, 2016, in an effort to amicably resolve this matter and as a courtesy to Mr. [redacted], T-Mobile agreed to send Mr. [redacted] a Kyocera DuraForce XD in lieu of him returning his son’s Samsung Galaxy Note 4 to the following address: Executive Response Team ATTN: William B[redacted] 1201 Menaul Blvd NE Albuquerque, NM 87107 Upon receipt of Mr. [redacted]’s Samsung Galaxy Note 4, a credit in the amount of $495.99 will be applied to the account to cover the cost of the Kyocera DuraForce XD and the cost of shipping the device to the above-mentioned address. Furthermore, as an additional courtesy to Mr. [redacted], T-Mobile issued a courtesy credit in the amount of $150.00 to the account. Mr. [redacted]’s account currently reflects a credit balance of $173.28. Should Mr. [redacted] still experience issues with dropped calls, T-Mobile encourages him to contact our Technical Care at 1-800-937-8997. 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. William B[redacted] Executive Response

December 26, 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 c[redacted]pondence dated December 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to his participation in T-Mobile’s Un-carrier LG V20 Launch offer. From October 17, 2016, through October 27, 2016, T-Mobile partnered with LG to offer customers who purchased an LG V20, and traded in a smartphone, a $200.00 rebate and a pair of Bang & Olufsen Beo Play H3 headphones. T-Mobile records confirm that on October 24, 2016, Mr. [redacted] purchased an LG V20 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets by paying a down payment and agreeing to 24 equal monthly installments for the difference. Records reflect that Mr. [redacted] paid a down payment in the amount of $49.99 and agreed to 24 monthly installments in the amount of $30.00. Please be advised that on October 24, 2016, Mr. [redacted] also submitted his rebate form via the online process which was approved on that same date. Regrettably, due to an inadvertent error Mr. [redacted]’s rebate was not processed accurately and was not mailed. Please note that on December 20, 2016, Mr. [redacted] contacted T-Mobile to report the issue we escalated Mr. [redacted]’s concern to LG. Per our conversation on December 22, 2016, with Mr. [redacted], he confirmed that he had received the rebate via e-check from LG on December 21, 2016. In addition, on December 22, 2016, T-Mobile applied an additional $100.00 onetime courtesy credit to Mr. [redacted]’s account leaving credit balance of $100.00. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I had a supervisor call me on 5/26/2017 once again I was told that I was gonna have no doen payment and he was calling to see what had happened. He disnt even know why he was calling me. I guess it was notated that he said I was going to have a down payment. I had two witnesses when this supervisor called me and had the conversation on speaker phone. Once again even a supervisor told me no down payment. So what is it going to be. I made a request of how the situation to be handled but I dont know how its going to end. Yes I understand that now tmobile does require down payments but I was told incorrectly back in April which is not my fault. So id like to know will I have to make a down payment, yes or no and if I do how much am I looking at. 
Sincerely,
[redacted]

May 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 May 10 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile handset and his efforts to contact our Executive Team. On September 14, 2015, Mr. [redacted] participated in our JUMP! On Demand offer for a Samsung Galaxy Note 4 on his mobile number ending in [redacted]. JUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong network. Mr. [redacted] was not asked to make an upfront capital cost reduction payment; however, he agreed to 18 monthly lease charges of $22.92.
On January 8, 2017, Mr. [redacted] participated in our JUMP! On Demand offer a second time for an iPhone 6S Plus on his mobile number ending in [redacted]. Mr. [redacted] was not asked to make an upfront capital cost reduction payment; however, he agreed to 18 monthly lease charges of $22.92. Regretfully, Mr. [redacted] had concerns with his iPhone 6S Plus as well.
Our records further indicate that Mr. [redacted] was subscribed to our equipment protection feature for $10.00 per month on his mobile number ending in [redacted] from February 26, 2017, through March 15, 2017. This feature provides Mr. [redacted] with the option to process a Handset Exchange through our Handset Exchange program after the Limited Year Warranty expires as long as the feature is active on his account. T-Mobile provided Mr. [redacted] with a replacement Samsung Note 4 on February 28, 2017, March 1, 2017, and March 15, 2017. As Mr. [redacted] states in his correspondence, he continued to have concerns with his handsets and he returned them.
Please be advised that T-Mobile offered Mr. [redacted] to return his Samsung Note 4 and iPhone 6S Plus to our Executive office. We provided our return address and instructions on how to return the handsets. On March 15, 2017, T-Mobile provided Mr. [redacted] with a courtesy credit of $122.76 that was applied to his account balance for his monthly lease payments paid. In addition, on March 15, 2017, T-Mobile sent Mr. [redacted] a brand new Samsung J7 at no cost to him.
Later, Mr. [redacted] contacted T-Mobile and stated that he was unhappy with the features of the Samsung J7 and we advised him to keep it as an additional handset. T-Mobile’s Executive office received Mr. [redacted]’s voicemails requesting a return shipping label. In an effort resolve Mr. [redacted]’s concerns on April 6, 2017, T-Mobile requested that a prepaid return shipping label be sent to Mr. [redacted], so that he may return his equipment. As of May 16, 2017, T-Mobile has not received Mr. [redacted]’s handsets.
Please note that T-Mobile does not provide handsets at a discount; however; T-Mobile offers a great EIP or Jump! On Demand lease program where Mr. [redacted] may purchase a new device. T-Mobile also provides Mr. [redacted] with a 14 day equipment return period, where he may return his device within 14 days for a full refund.
In an effort to amicably resolve this matter, on May 16, 2017, T-Mobile applied a courtesy credit of $200.00 to Mr. [redacted]’s account as a one-time courtesy. In addition, Mr. [redacted] may return his iPhone 6S Plus to our office in exchange for a credit of the remaining purchase price of $541.99. The handset can be mailed to me at the following address:

T-Mobile USA, Inc.
Attn: Ligia M[redacted]
c/o Executive Response
P.O. Box 37380
Albuquerque, NM 87176
T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr. [redacted] and the final lease payments and purchase price will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than May 29, 2017 take advantage of this offer. We also ask that Mr. [redacted] disable the “Find My iPhone” feature on his Apple iPhone 6S Plus. As of May 16, 2017, Mr. [redacted]’s account reflects a credit balance of $152.13, which will go towards his next billing statement. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

Tell us why here... February 23, 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 dated February 13, 2018, regarding the above-referenced account.  T-Mobile regrets any inconvenience [redacted] has experienced with their handset.  Mobile Device Unlocks are available to customers who meet our eligibility requirements.  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 provided in the letter to your office.  As such, T-Mobile is unable to determine handset unlock eligibility.  The account holder of record may add [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 [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