T-Mobile Usa Inc

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September 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 September 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding the disputed Samsung Galaxy S 7 Edge that was added to her account. T-Mobile records indicate on February 5, 2017, a JUMP! On Demand (“JOD”) lease was created on Ms. [redacted]’s account for a Samsung Galaxy S 7 Edge at a local T-Mobile retail store. Unfortunately the JOD lease was created on Ms. [redacted]’s account due to an inadvertent error at our local retail store.
On September 18, 2017, T-Mobile closed the disputed JOD lease for Ms. [redacted] and applied a bill credit of $283.23 which represented the monthly JOD lease fee applied to her account over the course of last several months from the date it was activated. Ms. [redacted]’s account balance was updated to $127.08 which was her remaining monthly recurring charges for her billing statement dated September 7, 2017.
In a further effort to amicably resolve this matter, T-Mobile has agreed to apply a credit of $127.08 which effectively updates Ms. [redacted]’s balance to zero. T-Mobile contacted Ms. [redacted] on September 19, 2017 via telephone. At the time of our conversation Ms. [redacted] accepted our offer as a resolution. It is T-Mobile’s position that no further credit or compensation is owed.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]- [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated April 18, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted]an [redacted]. If Ms. [redacted] needs to update the spelling of her first name, she may do so by visiting her local T-Mobile retail store with her government issued ID and request for the account to be updated. We are glad to report to your office that upon speaking with Ms. [redacted] she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile is sorry to hear of Ms. [redacted]’s concerns with our exciting 2016 Samsung/LG Black Friday promotion. Please be assured that we strive to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experience.
Customers like Ms. [redacted] who were subscribed to the T-Mobile ONE or a qualifying Simple Choice Unlimited plan and who traded-in a qualifying fully owned handset in good working condition, had the opportunity to obtain a Samsung Galaxy S 7, Samsung Galaxy S7 Edge, or an LG V20 using the Equipment Installment Plan (“EIP”). This promotion was valid from November 24, 2016, through November 27, 2016.
T-Mobile records confirm that unfortunately, although Ms. [redacted] purchased a new Samsung Galaxy S7 device within the eligible timeframe, she traded-in a Samsung Galaxy S4 which was not an eligible trade-in device for the promotion. As such; Ms. [redacted]’s Samsung Galaxy S7 purchase did not meet the eligibility requirements for the promotion.
Although outside of T-Mobile policy, in an effort to amicably resolve this matter, T-Mobile offered to honor the promotion as if Ms. [redacted] would have traded-in a Samsung Galaxy S5 device which would have made her responsible for only $100.00 for the new Samsung Galaxy S7 device. Records confirmed that the retail price for Ms. [redacted]’s new Samsung Galaxy S7 device was $689.99 from which she has made payments totaling $143.75. T-Mobile agreed to closed the remaining EIP balance for the Samsung Galaxy S7 which reflects an amount of $546.74 and to issue a onetime bill credit to the account in the amount of $43.75 for the difference between the $100.00 Ms. [redacted] will be responsible for and what she has actually paid. We are glad to report that Ms. [redacted] accepted T-Mobile’s offer as full resolution to her concerns. Ms. [redacted]’s account currently reflects a balance in the amount of $405.25 due by April 25, 2017. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

September 20, 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 September 13, 2016, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that the names listed above are the same person. 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 Customer Care. T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on September 6, 2016, and subscribed to our T-Mobile ONE rate plan. This rate plan bills monthly at a rate of $120.00 for the first two lines and $20.00 for each line after. This would have brought Mr. [redacted]’s estimated monthly access charges to $200.00 per month. The international calling feature that Mr. [redacted] references in his correspondence is the Stateside International with Mobile feature and is billed at a rate of $15.00 per month per line. With this feature being added to each of Mr. [redacted]’s six lines, his monthly access charges would have been $290.00 before taxes and fees. However pursuant to a conversation with Mr. [redacted], T-Mobile agreed to place his account on our current promotional rate plan of four lines for $120.00 which includes unlimited talk, text and data with up to 6GB of 4G/LTE speeds. Each additional line after the first four is $20.00 per month. Additionally Mr. [redacted] added our Stateside International with Mobile feature to his line ending in 7302 bringing his estimated monthly access charges to $175.00 per month before applicable taxes. It is important to note that HotSpot speeds remain at the fastest speed until the 6GB threshold is met, at which point speeds may be reduced until the billing cycle restarts. Mr. [redacted]’s statement for his new plan should bill out at an estimated cost of $205.68 including taxes. Please be advised that T-Mobile has placed a hold on Mr. [redacted]’s account so that his services remain active until our system automatically credits the difference for his current balance of $252.85 which represents his previous T-Mobile ONE Rate plan. The hold on Mr. [redacted]’s account is through October 14, 2016, however we suggest that Mr. [redacted] still attempt to make payment to the account for the cost of his current plan. Mr. [redacted] advised our office that he is satisfied with this rate plan and considered this matter resolved. 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. James G[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate them crediting the open account I share with my husband, [redacted]. Sincerely, [redacted]

May 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account 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 May 8, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the billing on her account. T-Mobile has reviewed the account and confirmed that Ms. [redacted]’s above-referenced account was enrolled in AutoPay on December 22, 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.
Regretfully, Ms. [redacted]’s account was canceled on March 9, 2017, when the mobile number ending in [redacted] was transferred to another service provider. Ms. [redacted]’s final billing statement dated April 2, 2017, carried a total balance due of $186.61which included charges for accelerated Equipment Installment Plans and applicable taxes.
As Ms. [redacted] authorized AutoPay, on April 28, 2017, T-Mobile was authorized to automatically deduct a payment in the amount of $186.61 from Ms. [redacted]’s account. However, in an effort to amicably resolve this matter, on May 18, 2017, T-Mobile issued a refund in the amount of $186.61 to the credit card on file for Ms. [redacted]. T-Mobile request that Ms. [redacted] please allow one to six business days for the refund to appear in the requested bank account. 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.
Abigail [redacted]
Executive Response

July 31, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 19, 2017, regarding the above-referenced account.    We regret any inconvenience to Ms. [redacted] regarding our device promotions and we appreciate the opportunity to address her concerns.  Please note, T-Mobile contacted Ms. [redacted] and made every effort to resolve her concerns, regrettably, Ms. [redacted] declined our efforts.   As Ms. [redacted] is aware, the 2017Apple iPhone BOGO offer which stipulates that  starting June 2, 2017 for a limited time, eligible customers who purchase a new Apple iPhone device on our Equipment Installment Plan (“EIP”) and activate at least one new voice line on our T-Mobile ONE or eligible Simple Choice with unlimited high-speed data, can get an Apple iPhone SE 16GB device (after $384.00 maximum rebate), an Apple iPhone SE 32GB device (after $400.00 maximum rebate) on us, pay $49.99 for the Apple iPhone SE 64GB device (after $400 maximum rebate) or $99.99 for the Apple iPhone SE 128GB device (after $400 maximum rebate). Please note that customers that are not on an eligible Simple Choice rate plan must migrate to a T-Mobile ONE rate plan or an eligible Simple Choice rate plan with unlimited high-speed data feature to be eligible.    T-Mobile records confirm that on July 14, 2017, Ms. [redacted] took advantage of our EIP program and purchased two Apple iPhone SE 32GB Rose Gold devices for the lines of service with the mobile numbers ending in [redacted] and [redacted]. Each device is priced at $399.99 and Ms. [redacted] remitted a payment of $16.00 as a down payment and agreed to 24 monthly installments of $16.00 for each device. Ms. [redacted] also activated a new line of service the same day.  However, T-Mobile has confirmed that Ms. [redacted]’ current Simple Choice Family Unlimited Talk Text and 2GB of high-speed data rate plan is currently not eligible as it does not include unlimited high-speed data.  We regret any confusion to Ms. [redacted] regarding the stipulation of the afore-mentioned offer.   The Upgrade Support fee is a $20.00 charge that is assessed to each device in any postpaid device upgrade order purchased in Retail/Branded stores or our Customer Care. However, customers can avoid the charge by processing their upgrade online at T-Mobile.com.  The SIM Card Kit is a $25.00 charge for replacing the SIM Card, especially in case of lost or stolen devices since the old SIM Card cannot be retrieved for reuse. Although T-Mobile considers the Upgrade Support fee and the SIM Card Kit charges as valid, on July 18, 2017, in an effort to resolve Ms. [redacted]’ concerns, we applied a credit of $25.00 to compensate her for one SIM Card Kit charge.   We regret Ms. [redacted]’ new devices are not to her satisfaction. It is important to note, at the time of Ms. [redacted]’ device purchases, T-Mobile provided a 14 days return period that allows her to use the devices to see if it meets her needs.  If the service was not acceptable, then Ms. [redacted] can return the devices to the original point of purchase and only pay a restocking fee of up to $75.00 per device depending on the make and model.   In our conversation with Ms. [redacted], we confirmed all the information listed above.  However, we discovered that Ms. [redacted] took it upon herself to sell her new devices through EBay and has in fact already sold one out of the two devices in question.  Although there are no rules and guidelines indicating Ms. [redacted] cannot sell her devices, if she is unable to return the devices to the original point of purchase within the return period, Ms. [redacted] will remain responsible for the EIP balances owed on those devices as per the Terms and Conditions outlined in Ms. [redacted]’ EIP agreement signed at the moment of purchase.  Ms. [redacted] may obtain a copy of her EIP service agreement online at www.t-mobile.com/documents.   In an effort to amicably resolve Ms. [redacted]’ concerns T-Mobile offered the following: For the 2017Apple iPhone BOGO we offered to change Ms. [redacted]’ rate plan to an eligible T-Mobile ONE rate plan or Simple Choice rate plan with unlimited high-speed data and upon the change, T-Mobile will pay off the EIP balance for one of her Apple iPhone SE devices.  However, Ms. [redacted] declined our offer.   As such, we requested Ms. [redacted] to return the device she has not sold yet to the original point of purchase for a full refund.  Although, the $50.00 restocking cannot be waived, T-Mobile offered to apply a credit of $100.00 to compensate for two restocking fees.  Furthermore, T-Mobile also offered to apply a credit of $40.00 to compensate for the two Upgrade Support fess and an additional $25.00 credit for one SIM Card Kit. Regrettably, Ms. [redacted] declined our offers.   Nonetheless, in an additional effort to resolve Ms. [redacted]’ concerns, T-Mobile offered to still apply the credit of $100.00 to compensate for two restocking fees along with the credit of $40.00 to compensate for the two Upgrade Support fess and an additional $25.00 credit for one SIM Card Kit; T-Mobile also offered to credit the remaining EIP balance of $208.23 owed on Ms. [redacted]’ stolen Apple iPhone SE 64GB device and she will remain responsible for the EIP on the new Apple iPhone SE device and keep her current rate plan.  Ms. [redacted] also declined our offer.    It is T-Mobile’s position that the offered made to Ms. [redacted] are fair and go above and beyond the expected compensation.  Should Ms. [redacted] wish to take advantage of either of our offers, as long as the stipulations are met, she may contact me directly at the number listed below by or before August 4, 2017. 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.   Sal O[redacted] Executive Response

August 20, 2015 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 15, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter. In late 2013, T-Mobile began offering customers on eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel. With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates. In Ms. [redacted]’ letter to your office, she indicated that she recently travelled internationally, and was billed for calls placed during her time abroad. Our records confirm that during Ms. [redacted]’ billing period from July 2, 2015 to August 1, 2015, she placed calls totaling 482 minutes while roaming internationally in Nicaragua. As Ms. [redacted] is subscribed to our Simple Choice Value Unlimited Talk, Text and Data rate plan, she receives the previously detailed benefits while travelling internationally in one of the Simple Global countries. As Nicaragua is a Simple Global country, Ms. [redacted] was billed at a rate of $0.20 per minute plus tax, for a total charge of $100.92 for international usage. Please note that calls placed while utilizing a Wi-Fi calling capable handset, and while connected to a Wi-Fi network while roaming in a Simple Global country are at no cost. However, upon review of Ms. [redacted]’ account, we have confirmed that Ms. [redacted] was not connected to a Wi-Fi network when the international roaming calls were placed. In an effort to amicably resolve Ms. [redacted]’ concerns, on August 17, 2015, T-Mobile issued a credit to her account in the amount of $100.92 for the international roaming calls and applicable taxes. Ms. [redacted]’ account remains active, with a balance of $45.18. Payment for this balance is due by August 22, 2015, and Ms. [redacted] may contact Customer Care at[redacted] to arrange for payment of the balance due. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

July 13, 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 Prepaid No. xxxxxx[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 2, 2016, regarding the above-referenced prepaid number. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her recent payment attempt. Please be advised that T-Mobile utilizes, Vesta, a third-party payment processing provider, for our T-Mobile Pay In Advance account services. Upon completion of our investigation of Ms. [redacted]’ concerns, T-Mobile confirmed that, on July 1, 2016, due to an inadvertent error Ms. [redacted]’ payment card was rejected. Please be advised that T-Mobile has since confirmed with Vesta that Ms. [redacted] is able to refill her prepaid account with her preferred payment card. Additionally, upon speaking to Ms. [redacted], on July 8, 2016, in an effort to amicably resolve the matter, T-Mobile applied a credit in the amount of $25.00 towards Ms. [redacted]’ prepaid account. At that time, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. 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. Brandon M[redacted] Executive Response

October 25, 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 *ccount No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence d*ted October 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with respect to her Carrier Freedom reimbursement. In order to qualify for the Carrier Freedom reimbursement, Ms. [redacted] needed to submit her final bill from her previous cell phone carrier on our Carrier Freedom reimbursement website, www.Switch2T-Mobile.com. The final bill was to include the Early Termination Fee (“ETF”) charges from Ms. [redacted]’s previous carrier. Our records cannot confirm that Ms. [redacted] submitted this documentation. In an effort to amicably resolve this matter, if Ms. [redacted] can provide T-Mobile her final [redacted] bill with proof of the ETF charge, we will gladly process the verified charge as a bill credit on her T-Mobile bill. Please be advised that she can email me at [redacted] or fax me at 505-998-3796 with the above requested documentation. This offer will expire on November 15, 2016. 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. Cesar [redacted] Executive Response

Complaint: [redacted]
Date Sent: 4/9/2017 8:04:21 PMComplaint: [redacted]I am rejecting this response because: I was last contacted by Christopher L[redacted] fro T-Mobile on 3/16In response to that EMAIL I sent the following:Changing to a postpaid account is fine. I keep my credit locked for security purposes but if required can unlock if you let me know what credit bureau you use.  Will this change any other terms of the account? Price, minutes, rollover etc ? Is there also a way that I can have access to the account via web site? Again the issue is that all ways to confirm seem to be through the telephone number (text) to the SIM.Sincerely,[redacted]This was sent 3/17/2017 @ 7:56 AMI HAVE HAD NO RESPONSE FROM T-MOBILE SINCE

August 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the balance on the account and the payment arrangement that was set up with her account.  Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history.  Additionally, if a customer defaults on a payment arrangement that has been agreed to, then collection action automatically resumes on the account.  This means that the account may be suspended, cancelled or assigned to a third party collection agency.       T-Mobile records confirm that Ms. [redacted]’s billing cycle ran from the 3rd of the month to the 2nd of the following month, with payment due on the 23rd.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.  Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.   A review of the account confirms that Ms. [redacted]’s payment that was due on June 23, 2017 was not received on time.  T-Mobile provided Ms. [redacted] with text and a billing notification providing the payment due date.  As payment was not received timely, 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] made a payment arrangement on July 1, 2017 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.     T-Mobile records indicate that on July 1, 2017, a payment arrangement was made with Ms. [redacted] with regard to her outstanding balance of $307.44.  Please note that our records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $62.00 on July 8, 2017, and $245.44 on July 22, 2017.    Ms. [redacted]’s billing statement dated July 3, 2017, reflected a total balance owed in the amount of $549.96.  This balance consisted of a past due balance of $307.44, current charges for services from July 3, 2017 through August 2, 2017, and a $20.00 plus tax restore from suspension fee per line.    Please be advised that our records confirm that on July 8, 2017, Ms. [redacted] remitted a payment in the amount of $62.00 reducing the balance owed down to $487.96.  On July 19, 2017, Ms. [redacted] contacted T-Mobile to dispute agreed upon payment arrangement and to inform that she was unable to make the agreed upon payment.  As such, T-Mobile canceled the future dated payment that was agreed upon by Ms. [redacted].  It is important to note that once the customer agrees to a payment arrangement, the payment arrangement cannot be changed.    As no payment was received the agreed upon date, on July 24, 2017, T-Mobile suspended the account’s ability to place outbound calls.  When Ms. [redacted] made a payment in the amount of $169.00 on July 25, 2017, the balance was reduced to $318.96 and the account was then reactivated.  The account was assessed a $20.00 restore from suspension fee per line of service.   It is important to note that as Ms. [redacted] has already been billed for her current billing cycle, restore fees were scheduled to appear on Ms. [redacted]’s next billing statement due on August 23, 2017.    Please be advised that customers are eligible to have one set of restore fees waived for the lifetime of the account.  T-Mobile records reflect that Ms. [redacted] has had restore fees waived on January 9, 2017, as such it is T-Mobile’s position that Ms. [redacted] has been billed accordingly.    T-Mobile records indicate that on July 27, 2017, Ms. [redacted] made a payment arrangement via the T-Mobile website with regard to her outstanding balance of $318.96.  T-Mobile records confirm that Ms. [redacted] agreed to pay the full balance in two parts by paying $100.00 on July 28, 2017, and $218.96 on August 11, 2017.   Please note that our records confirm that Ms. [redacted] remitted a payment in the amount of $100.00 on July 29, 2017, reducing the account balance down to $218.96.   Upon speaking with Ms. [redacted] on July 30, 2017, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to apply a $100.00 credit to her account to reduce her current balance down to $118.96.  Additionally, T-Mobile has offered to waive the restore fees that are scheduled to appear on Ms. [redacted]’s next billing statement.  Please be advised that Ms. [redacted] has accepter our offer.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate 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.   Juan B[redacted] Executive Response

July 25, 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 July 16, 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. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets to hear of Ms. [redacted]’s concerns regarding her handset. T-Mobile has reviewed the above-referenced account and determined that Ms. [redacted]’s mobile number ending in [redacted] is subscribed to the optional Premium Handset Protection (“PHP”) feature. Please note that the PHP feature, which is provided by Assurant, Inc., provides a replacement handset in the event of loss, theft or damage with a deductible. For Ms. [redacted]’s device, the deductible would be $175.00. T-Mobile records do not reflect that an insurance claim was filed but that Ms. [redacted] upgraded to a new device at a cost of $576.00 when her handset sustained damage.
However, in an effort to amicably resolve the matter, on July 24, 2017, T-Mobile issued a credit to Ms. [redacted]’s account for $401.00 which represents the difference between the price she paid for her new handset and the deductible she would have paid if an insurance claim was filed. The account remains open with a credit balance of $199.44.
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]’s recent contacts with us 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

May 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 May 4, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his JUMP! 2 handset upgrades. T-Mobile records indicate that on July 5, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G4 Metallic Gray handset. At the time of Mr. [redacted] purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $24.99. T-Mobile records indicate that on September 2, 2015, Mr. [redacted] took advantage of our EIP offering with the purchase of a Samsung Galaxy S6 Edge Plus Gold handset with 32GB of memory. At the time of Mr. [redacted] purchase, he was not required to make a down payment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.49. It is important to note 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. T-Mobile records indicate that Mr. [redacted] is enrolled in T-Mobile’s JUMP! 2 program. Therefore, Mr. [redacted] is required to have one-half of the original retail price of his device paid in order to process a JUMP! upgrade to another handset. Please note that this information is provided to our customers at the time of purchase. Records confirm that Mr. [redacted] had a remaining EIP balance of $349.86 on the LG G4 handset. As the full retail price was $599.76, Mr. [redacted] was required to pay $49.98, in order to process a JUMP! upgrade. Additionally, Mr. [redacted] has a remaining EIP balance of $519.99, on the Samsung Galaxy S6 Edge Plus handset. As the full retail price was $779.99, Mr. [redacted] was required to pay $130.00, in order to process a JUMP! upgrade to another handset. In an effort to amicably resolve the matter, on May 9, 2016, T-Mobile applied a courtesy credit of $50.00 to Mr. [redacted] LG G4 remaining EIP balance, qualifying the JUMP! upgrade on that handset. Additionally, T-Mobile applied a courtesy credit of $50.00 to Mr. [redacted] Samsung Galaxy S6 Edge Plus handset. Therefore, Mr. [redacted] would be required to pay $80.00 in order to utilize the JUMP! 2 upgrade program. Please note that Mr. [redacted] is responsible for any taxes due at the time of his new JUMP! 2 upgrade purchase. 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

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 16, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset.
T-Mobile records indicate on August 24, 2016, Mr. [redacted] purchased his first Samsung Galaxy Note 7 on our Equipment Installment Plan (“EIP”). T-Mobile records indicate that Mr. [redacted] remitted a down-payment in the amount of $69.99 plus applicable taxes for his Samsung Galaxy Note 7 at the time of activation.
Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately.
On September 30, 2016, Mr. [redacted] then elected to exchange his Samsung Galaxy Note 7 for a replacement Galaxy Note 7. Unfortunately as Samsung did issue a second recall of the equipment, Mr. [redacted]’ handset was returned on November 7, 2016. On November 7, 2016, Mr. [redacted] received an adjustment in the amount of $184.79 which represented his applicable down-payment and monthly EIP charges. Additionally, Mr. [redacted] received an adjustment of $896.49 for his second Samsung Galaxy Note 7 that was returned. Please note Mr. [redacted]’ adjustments were applied as bill credits. Please note, Mr. [redacted] credit for his down-payment which was applied to his billing statement dated November 9, 2016. After review of Mr. [redacted]’ account, it is T-Mobile’s position that no further credits or compensation is owed as he has been fully credited for both devices.
T-Mobile will offer to send Mr. [redacted] a refund of $122.19 which represents the down payment and applicable taxes as found on his original receipt. However T-Mobile will require that a charge be applied to his T-Mobile account in the amount of $122.19 as his down-payment had originally been applied to his account as a bill credit and was applied towards his billing statement dated November 9, 2016. Should Mr. [redacted] accept our offer, he may contact me directly at my number listed above.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted] Executive Response

Revdex.com:
Im sorry that you guys have made several attempts to contact me. As far as I know I have not received anything in regards to this matter from you guys since I've made the complaint. I have however heard from T-Mobile in regards to it. I have reviewed the response made by the business in reference to complaint ID [redacted].Sincerely, [redacted]

December 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account 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 November 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] as an authorized user of the account.
T-Mobile regrets any inconvenience Ms. [redacted] may have encountered regarding an insurance claim. T-Mobile records confirm that as of August 27, 2015, the mobile number ending in [redacted] is subscribed to the optional Premium Handset Protection (PHP). Furthermore, T-Mobile records confirm that on August 2, 2017, a claim for the handset under mobile number ending in [redacted] was filed and approved by [redacted] Solutions, Inc. (“[redacted]”). Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time a claim is processed. Our records do not indicate that the non-working handset was received, as such; on October 27, 2017, the account was charged $468.32 for the non-return fee and applicable taxes. Please note the original serial number or International Mobile Equipment Identifier (“IMEI”) continues to be used on the account with the mobile number ending in [redacted].
T-Mobile records further confirm that Ms. [redacted] contacted customer care on September 1, 2017, to dispute the insurance claim; however, the claim had already been approved and is T-Mobile’s position that the claim was not fraudulently filed.
Nevertheless, in an effort to amicably resolve this matter on November 27, 2017, T-Mobile credited the non-return fee in full in the amount of $468.32. Please note the account balance has returned to $333.43, equivalent to Ms. [redacted]’ recurring service charges, equipment installments, and applicable taxes and fees. T-Mobile is glad to confirm Ms. [redacted] accepted the credit as a resolution to her concerns and regrets any inconvenience to her.
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.
Abigail [redacted] Executive Response

December 19, 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 14, 2016 regarding the above-referenced account. 
 
T-Mobile regrets to hear that Ms. [redacted] has concerns regarding the account.  Upon speaking with Ms. [redacted] she confirmed that any concerns she had regarding charges for financed equipment have been successfully resolved.  Additionally, on December 16, 2016, T-Mobile issued a bill credit to the account for $100.00 as a gesture of goodwill.  The account remains open with a balance of $139.12.  We regret any inconvenience to Ms. [redacted].
 
In respect to the $50.00 delinquency on Ms. [redacted]’s credit file that she references in her correspondence, please note that this is in regard to T-Mobile account [redacted] and not Ms. [redacted]’s current account which is referenced above.  T-Mobile records reflect that this account was opened on June 16, 2011, at which time Ms. [redacted] agreed to a twenty-four month contract which stipulated an early termination fee of up to $200.00 should she cancel her service prior to June 16, 2013.  On January 26, 2010, the service was cancelled when Ms. [redacted]’s mobile number was ported to another wireless carrier at her request.  As such, when the final billing statement was issued on February 11, 2010, an early termination fee of $50.00 was applied to the account.  After unsuccessful attempts to collect on the account, the account was referred to a third party collection agency.  While T-Mobile would not report any delinquency to any credit reporting agency, the collection agency may.  Nonetheless, in an effort to amicably resolve the matter, on December 16, 2016, T-Mobile issued a credit to the account for $50.00.  Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information that may have been reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. 
 
Based upon 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I reject any wrongdoing on my part, however I find that this resolution is satisfactory to me.  I ask that the business kindly let me know when to receive the refund card.
Sincerely,
[redacted]

September 18, 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 August 9, 2017, regarding the above-referenced account. T-Mobile regrets that we have been unable to reach Ms. [redacted] to discuss this matter. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets Ms. [redacted]’s continued concerns with her account. However, as mentioned in our previous correspondences to your office regarding this matter, dated August 14, 2017 and September 14, 2017, Ms. [redacted]’s account was closed at a zero balance as of August 14, 2017, with no further obligation being owed to T-Mobile regarding this account. Please note that any information to the contrary, including any pre-collection correspondences from a third-party collections agency, would have been dated prior to August 14, 2017, and are no longer accurate. Additionally, it is very important to note that as Ms. [redacted]’s account was never fully transferred to any third-party collection agency, and as the third-party collection agency has now closed their file regarding this matter, Ms. [redacted]’s credit report remains unaffected by this matter. Please allow this correspondence to serve as final confirmation that the above-referenced account will remain closed at a zero balance. T-Mobile sincerely regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kayla 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.
After speaking to numerous people about my issues and sending an email to the President, Jimmy was able to review my account and resolve my issues. I have to say she was prompted with the resolution. Thank you Revdex.com for following up with my complaint. 
Sincerely,
[redacted]