T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: I stand by my complaint issues as they are honest and true.  There is so much untruth in T-Mobile's response.  You cannot change the facts without lying. By the way, a bit of new information I have for T-Mobile - I had asked the agent of T-Mobile's and was assured that there wasn't an automatic payment set up on my card. Also, while at T-Mobile's corporate store at Alderwood Mall the agent there had looked up on his own, without even my asking, and told me there wasn't ever an automatic payment set up with my card. So STOP lying!  What really gets to me is how T-Mobile would rather use "alternative facts" than come back with a sincere apology and try working towards resolving some of there poor business practices. Shameful. 
Sincerely,
[redacted]

October 31, 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 October 22, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with promotional credits being applied to his T-Mobile monthly billing statement. Between October 7, 2015, and December 30, 2015, T-Mobile offered customers who signed up for JUMP! On Demand with an Apple iPhone 6s, and traded in a qualifying device the customer owns, a monthly credit which reduces their monthly lease payments. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. T-Mobile confirms Mr. [redacted] qualified for our JUMP! On Demand Apple iPhone promotional monthly credit as he traded in an Apple iPhone 6 device he owned. The Apple iPhone promotional monthly credit can take up to two billing cycles to appear and this is outlined with customers upon activation. T-Mobile will bill the full monthly payments for each device, and an Apple iPhone promotional credit will automatically apply to each line that qualifies for the promotion. T-Mobile records indicate on December 15, 2015, Mr. [redacted] started a JUMP! On Demand lease for his line ending in [redacted]. Mr. [redacted] ordered an Apple iPhone 6s 64GB device with a monthly charge of $26.00. Due to an inadvertent error, Mr. [redacted] was not receiving the monthly credit of $21.00 making his monthly lease $5.00 for his Apple iPhone 6s 64GB device. It is important to note, over the 18 month lease period, Mr. [redacted] would have received promotional monthly credits totaling $378.00. On February 27, 2016, T-Mobile applied a credit in the amount of $63.00 which covered the $21.00 promotional monthly credit he did not receive for the billing cycle dates from December 14, 2015, through March 13, 2016. On June 8, 2016, T-Mobile applied a credit to Mr. [redacted]’s account which covered seven months of the $21.00 promotional monthly credit. Due to a clerical error, the amount applied totaled $154.42 which is $7.42 more than what Mr. [redacted] was owed for the promotional credits for that timeframe. Additionally, on August 5, 2016, T-Mobile applied a credit in the amount of $110.03 for previous months Mr. [redacted] did not receive the $21.00 promotional monthly credit. Finally, on October 21, 2016, T-Mobile applied a credit in the amount of $181.04 for the remaining months owed for the $21.00 promotional monthly credit. The credit applied to Mr. [redacted]’s account for the promotional monthly bill credits total $508.49. Upon speaking with Mr. [redacted] October 28, 2016, T-Mobile confirmed the credit that was provided for this matter was more than what was owed and no further credit will be provided. At the time the final credit in the amount of $181.04 was applied to Mr. [redacted]’s account, his balance was in the amount of $88.07. T-Mobile advised Mr. [redacted] the credit of $181.04 applied toward this balance and leaves a remaining credit balance of $92.97 which will apply toward future billing statements. T-Mobile respectfully declines Mr. [redacted]’s request for $1,000.00 compensation for this matter. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jennifer G[redacted] Executive Response

December 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 18, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any billing concerns Mr. [redacted] may have experienced. T-Mobile certainly regrets to hear that Mr. [redacted] has questions about the Equipment Installment Plan (“EIP”) payoff payment made to his account and how that payment has impacted the account balance. Please note that when a customer initiates an EIP payoff and remits an additional payment toward their outstanding EIP, the payment is posted to the account immediately and impacts the outstanding balance at that time while the associated charge to close the EIP does not generate and post to the account balance until the end of the billing cycle. As such, if there is a balance owed for service at the time of EIP payoff payment, the payment will be applied to that open balance first before any residual is applied towards the EIP. Our records reflect that Mr. [redacted] made a payment of $59.97on November 3, 2016, that was intended to pay off his outstanding EIP for the Nexus 9 purchased on February 23, 2015, for $599.76. Our records confirm that at the time Mr. [redacted] remitted his EIP payment, there was a balance owed of $39.99 for the October 24, 2016, billing statement. The payment covered that balance and left a credit balance of $19.98. Then, when the billing cycle closed, the charge for the EIP payoff of the handset was assessed to the November 24, 2016, billing statement as a charge. Be assured, although the payoff payment did not immediately apply to the outstanding EIP balance, Mr. [redacted] is being asked to pay the correct amount over the course of two billing cycles for both service charges and an EIP payoff. It is T-Mobile’s position that Mr. [redacted]’s was billed correctly and the charges were valid and owed. Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns on December 26, 2016, T-Mobile issued a credit for $59.97. This credit will reflect in five business days in Mr. [redacted]’s Visa card ending in 0524. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced 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. Sharon B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: The issue wasn't resolved I spoke to someone from tmobile but The same as you can see the bill is still the same in details this It includes the phones in question it was supposed to be around 125 but it's 237 dollars and when I checked it was still indicating that I was fined for the phone not received which they previously agreed to have received. Therefore I want them to readjust the bill and kindly remove this phone that is making things too hard for me now at this time I want also to cancel some of the Line's because they're making my life miserable 
Sincerely,
[redacted]

April 28, 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 April 23, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], via phone and email as she requested; however our attempts remain unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns and inconvenience Ms. [redacted] may have experienced in regards to the Samsung Galaxy Note 5 accelerated charges. T-Mobile records indicate on October 15, 2015, the Samsung Galaxy Note 5 32GB device was purchased on our JUMP! On Demand lease option in a T-Mobile retail location. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, or the account is canceled, the total remaining balance for the lease and a purchase option price of the handset will be assessed on the next month billing statement. In this case Ms. [redacted]’s Samsung Galaxy Note 5 had a remaining balance of $348.00 and a purchase option of $177.99 for a total accelerated charge of $525.99. These charges are pending as Ms. [redacted]’s account was canceled on April 7, 2016, when her numbers were ported to another provider, and they will be applied to her May 2, 2016, final billing statement. On April 21, 2016, we spoke with Ms. [redacted] and advised the final charges of $365.12 for a Samsung Galaxy S6 were waived as we were able to confirm the device was returned to T-Mobile. We advised Ms. [redacted] any remaining equipment charges would be processed and applied to her final bill, including the above mentioned Samsung Galaxy Note 5, a Samsung Galaxy S7, and additional accessories that were on an Equipment Installment Plan. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, we will offer to waive the total $525.99 charge for the Samsung Galaxy Note 5 if she sends the device, in good condition by May 28, 2016. T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile as we are not responsible for equipment being returned back to us. We also ask that she please include the handset, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Upon receipt of her Samsung Galaxy Note 5, T-Mobile will waive the remaining charges of $525.99. Ms. [redacted] can return her Samsung Galaxy Note 5 to the Executive Response office at the address below: T-Mobile USA, Inc. Attn: Daniel c/o Executive Response P.O. Box 37380 Albuquerque, NM 87176 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. Daniel R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  T-Mobile lists the data usage for the account.  However, this does NOT breakdown which was used on LTE and NON-LTE speeds.  I can tell you that since this issue started all of that data usage has been NON-LTE as T-Mobile's own tech support had me change the settings on BOTH phones to only allow NON-LTE services.On one of the phones (The LG) I pay a premium of $25.00/month for access to 4GLTE NON-Throttled coverage, which I am unable to get.  I have checked the speeds using the mobile app "speedtest" by [redacted] a VERY trusted source in speed detection.  When I change the phones to capture 4GLTE speeds the speeds are 4GLTE speeds for about 3 minutes, then decline to less than 2G speeds and remain until I change the data back to NON-LTE service and the speeds accelerate back to 4G speeds (give or take a few times when network usage was heavy).I also use the LG phone as a "hotspot" for my computer/desktop.  When I change the speed back to the 4GLTE service it works again for about 3 minutes then my computer displays "no internet access" meaning the data from the T-Mobile service has been cut off.  Immediately upon making the change back to the 4G NON-LTE service my computer displays "internet access" meaning I now have access to the data.So to be responsible, since I am unable to access the 4GLTE service and I am paying the $25.00 for UNLIMITED 4GLTE service on one of the lines, I should be able to keep the service and receive a credit of $25.00/month until I feel this issue has been resolved to MY SATISFACTION!T-Mobile claims they have had techs out to the area, again, I seriously doubt this.  I will continue to doubt this until an actual tech contacts me here locally and meets WITH ME to show me either what I am doing wrong with the phones (yes, PHONES) or sees that the issue is actually an issue and we determine the solution.This back and forth of T-Mobile trying to get out of fixing an issue that I have paid for and continue to pay for and provide no further resolution or long standing credits to the account is stupid and ridiculous at best.  Stop trying to pull the wool over my eyes, a college educated gentleman who is NOT a novice when it comes to cellular phones.  Fix it or provide the PROPER AND FAIR CREDITS I deserve.  I should not have to leave a company because they "want me to move on", I should leave because I want to leave.I demand the respect that I entitled to and the credits for which my services are not working, if we cannot come to a happy medium, I will start the process of charging back every charge I have done with T-Mobile with my credit card issuer for "services not rendered" and yes I have this right afforded to me under Federal law and I will use it.
Sincerely,
[redacted] (Formally [redacted])

May 2, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] had concerns with our previous response and that were previously unable to reach each other.  T-Mobile provided Ms. [redacted] with a detailed explanation of her billing via email.  Ms. [redacted]’s monthly rate for service is $80.00 per month for her two lines of service that are subscribed to our Simple Choice North American Unlimited Talk, Text and Data (with up to 2GB of high-speed data per line of service).  Ms. [redacted]’s mobile number ending in [redacted] subscribes to the optional 6 GB Data and Hotspot feature for $15.00 per month, which brings her service cost to $95.00 per month.  Each of Ms. [redacted]’s mobile numbers subscribe to the optional Device Protection insurance feature for $10.00 per mobile number per month, which brings your cost to $115.00 per month; with insurance.  Finally, Ms. [redacted] has a lease for an Apple iPhone 7 handset for the mobile number ending in [redacted]; which is $27.00 per month.  Ms. [redacted]’s monthly billing statement totals $142.00 per month before taxes and fees.  T-Mobile confirmed that Ms. [redacted] is being billed accurately for the services that she subscribes to.    Ms. [redacted]’s account received courtesy credits toward the cost totaling $704.19 since the account was activated and another courtesy credit in the amount of $120.00 was issued to the account on February 9, 2017.  On January 18, 2017, T-Mobile received a payment of $207.79, which was applied to the account for services rendered through January 27, 2017.    The charges on the billing statement dated January 27, 2017 reflect a new balance of $206.83 for services billed through February 27, 2017 (please note that this billing statement amount was prior to Ms. [redacted]’s current rate plan changes).  In February 9, 2017, credits in the amount of $797.74 were issued to the account to cover the final lease installment balance, $174.84 of the adjustment was a courtesy credit toward the disputed account charges and four previous billed installments were adjusted.    The billing statement February 27, 2017 shows a new balance of $190.45, which had charges for the previous rate plan and new rate plan.  The balance was due no later than March 20, 2017.   The billing statement dated March 27, 2017 reflects a total balance due of $348.25 and of this balance, $190.45 was past due.  The new charges total $157.80, which are the rates that T-Mobile discussed previously with Ms. [redacted].  On April 27, 2017, a courtesy credit was applied to the account in the amount of $50.00 toward the charges on the billing statement dated February 27, 2017.  The adjustment left a revised account balance in the amount $298.25.  The revised balance of $298.25 was the amount for services provided from January 28, 2017 through March 27, 2017.  On April 28, 2017, T-Mobile received a payment in the amount of $298.25.   As of May 2, 2017, Ms. [redacted]’s account balance is $163.39, which includes a $5.00 late payment fee.  Ms. [redacted]’s account recently re-added AutoPay to the account and the balance is scheduled to be paid via AutoPay on May 18, 2017.  Ms. [redacted] responded to our email and agreed to remain active with us and did not have additional questions regarding our billing explanation above. However, if Ms. [redacted] has additional concerns she may contact me on my number below or via email.   T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she 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 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response

July 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 30, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that Ms. [redacted] has concerns regarding her recent handset exchange. Please note that 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. 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. T-Mobile records reflect that a handset exchange was completed on June 29, 2017, and that Ms. [redacted]’s replacement handset is currently available for pick up in store.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile has issued a new handset to Ms. [redacted] from our inventory outside of the manufacturer’s warranty. Ms. [redacted] should anticipate receiving this device by July 6, 2017. Ms. [redacted] may also retain the handset she will receive from the warranty exchange.
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 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

April 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 26, 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 concerns to Mr. [redacted] with regards to our Tablet on us offer. T-Mobile records indicate that on February 18, 2017, Mr. [redacted] took advantage of the Tablet on us offer. Mr. [redacted] upgraded to a Samsung Galaxy Tablet under an Equipment Installment Plan (“EIP”) and added a T-Mobile One Tablet line on his account which included unlimited data at a monthly cost of $25.00. It is important to note that with the above offer, Mr. [redacted]’s tablet was to be free after monthly billing credits as long as he maintained his tablet line of service at the monthly cost of $25.00.
In an effort to amicably resolve this matter, T-Mobile cancelled the Tablet line of service and closed the remaining cost of his Samsung Galaxy Tablet EIP in the amount of $240.00. Mr. [redacted] agreed to this offer 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.
Cesar R[redacted]
Executive Response

July 27, 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 July 21, 2015, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile records confirm that the account was activated on February 12, 2012. T-Mobile records also confirm that Ms. [redacted] mobile number ending in [redacted] was converted from prepaid and added to the postpaid account on May 12, 2012. It is important to note that the CSDOption feature was added to Ms. [redacted] account on May 12, 2012. This feature is designed for customers who need dial up access to an Internet Service Provider (“ISP”), and who specifically request a separate number for data or fax. Furthermore, the CSDOption enables a System Identifying Module (“SIM”) card to have two additional phone numbers (one for CSD and one for fax). These numbers are used for both incoming and outgoing faxes as well as incoming data calls. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Our records indicate that the CSDOption feature was added to Ms. [redacted] account on May 12, 2012. However, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on July 15, 2015. As this is beyond the dispute period, it is T-Mobile’s position that Ms. [redacted] remains responsible for all charges billed to the account. However, in an effort to amicably resolve this matter on July 15, 2015, T-Mobile removed the feature from Ms. [redacted] mobile number ending in [redacted] and applied a $30.00 credit to the account. Additionally, on July 23, 2015 T-Mobile applied a credit in the amount of $180.00 to the account for the disputed charges. Please note that Ms. [redacted] account currently remains open with a credit balance in the amount of $180.00 that will apply to the next month’s billing statement. We regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]. Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

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

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

Hi,
Since sending this email I finally received a call from TMobile that resolved the issue. Please close the complaint, and thank you for all of your help.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because I still haven't received my refund. I never received the phones because T-mobile messed up my order.  I want my refund NOT a credit. I want my money back on my Credit Card. T-mobile has offered me a credit which I do NOT want. I want my MONEY BACK IN FULL for BOTH Phones. I also want the shipping cost for both phones as well. I WANT MY MONEY BACK!!!! I WANT MY MONEY BACK!!!!  I don't want a T-Mobile Credit, I WANT MY MONEY BACK IN FULL! 
[redacted]

Revdex.com:
Dear Sir/Madam,
My complain has been resolved and the company gives me credit for my outstanding amount of $135.00
Hence, the issue become resolved.
Thank you so much for your kind support.
Regards,
[redacted]

March 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom...

It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced in regards to his T-Mobile handset order and appreciates the opportunity to respond to his concerns. T-Mobile records indicate that on March 19, 2017, Mr. [redacted] qualified for and took advantage of our Jump On Demand (“JOD”) offering with the purchase of an LG V20 handset. Please be advised that customers are required to accept the payments via an electronic signature sent to their e-mail address.
JOD is a payment option that allows eligible customers to purchase handsets by making a capital cost reduction at the time of purchase and agreeing to pay the remaining balance in 18 monthly payments and one final purchase option price. Please note that customers enrolled in JOD are provided the ability to upgrade to a new device up to three times per 12 month period. Regrettably, once an order is place the shipping method is unable to be modified. Please note that customers are not able to Jump! from a JOD lease option to an Equipment Installment Plan (“EIP”) loan option.
As Mr. [redacted] indicated in his letter to your office on March 20, 2017, T-Mobile’s Executive Response team contacted Mr. [redacted] via his mobile number and offered to overnight an LG V20 to his address of record. Upon receipt Mr. [redacted] would ship the initial LG V20 back to our office via a trackable shipper. As the order was placed after 6:30 PM MST the order was processed the next business day and was received on March 22, 2017.
In an effort to provide our customers with an exciting new handset at an amazing price, on March 21, 2017, all new and existing customers were able to purchase the LG V20 handset for only $480.00 during our Flash Sale! This incredible deal is still available; however, it is only available with our EIP and not under JOD. Please note that EIP is a financing 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.
On March 22, 2017, Mr. [redacted] contacted our Executive Response Team and requested that he be given the sale price of the LG V20 handset under his existing JOD order rather than beginning a new order on EIP. Regrettably, due to the financing terms being different on JOD than on EIP T-Mobile advised Mr. [redacted] to return the initial order and the LG V20 sent from our office and that we could order him a new LG V20 on EIP which he declined.
In an effort to resolve Mr. [redacted]’s concerns on March 22, 2017, T-Mobile offered to allow him to purchase the LG V20 on EIP in a retail location and to send his original Samsung Galaxy Note 5 that is financed under JOD to our office at the below address until April 28, 2017. Upon receiving the devices T-Mobile will credit the remaining amount owed on the JOD, in the amount of $293.99.
T-Mobile USA Inc.
Attn: Shannon R[redacted]
1201 Menaul Blvd NE
Albuquerque NM 87107
We ask that Mr. [redacted] please include the device, charger and his account information within the box to ensure that he receives the proper credit upon the return of the device. Please be advised if the full kit is not returned such as the charger a $20.00 restocking fee will be deducted from the credit offered above. Additionally, if our final examination of the tablets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr. [redacted] and the JOD balance will then be considered valid and owed.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care and retail location. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Shannon R[redacted]
Executive Response

I have yet to receive a check from T-mobile.  Once I receive the check from them, I will consider this matter resolved.

August 23, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         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 8, 2017, regarding the above-referenced account.  We have made several attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.   T-Mobile regrets any inconvenience Mr. [redacted] experienced in transferring to a business account.  T-Mobile records indicate that the account was signed up with our T-Mobile One rate plan with unlimited talk, text, and data at $130.00 for the first two lines.  Please note each additional line is billed at $25.00 per month. The account had a total of four voice lines and one mobile broadband (MI) line.  The MI line was billed at $20.00 per month for 2GB of data; however, as the account had existing voice lines the MI line rate was discounted to $10.00 per month.   Please be advised that Mr. [redacted]’s account took part in T-Mobile’s Equipment Installment Plan (“EIP”) option on November 30, 2015 for an Apple iPhone 16GB handset with 24 monthly payments of $27.00.  As of October 12, 2016, Mr. [redacted]’s account also participated in the EIP offering for a Samsung On5 handset with 24 monthly payments of $6.25.  Please note that this device was on a promotion and was adjusted $6.25 each month.   As of December 26, 2016, the account carried a balance of $532.51 for monthly access charges, EIP charges, and a past due balance of $274.12.  On January 3, 2017 a payment of $270.00 posted to the account.  The updated account balance was $262.51. Additionally, the account was adjusted $19.00 on January 19, 2017 bringing the balance to $243.51.   T-Mobile records indicate that as of January 4, 2017 the three voice lines for Mr. [redacted]’s account were transferred from the above listed account to another account per Mr. [redacted]’s request.  The MI line remained active on the account, and was not requested for cancellation at that time.   The statement dated January 26, 2017 included monthly access charges, EIP charges, and past due balance of a $243.51 from the December 2016 to January 2017 statement, and posted to the account for $457.40.  The account was adjusted $19.00 on February 19, 2017 bringing the balance to $438.40. The statement dated February 26, 2017 included monthly access charges, EIP charges, and the past due balance of $438.40 from the January 2017 to February 2017 statement, and posted to the account for $595.68.  The account was adjusted $19.00 on March 19, 2017 bringing the balance to $576.68. Please note that the account suspended on March 20, 2017, due to nonpayment.   The statement dated March 26, 2017 included monthly access charges, EIP charges, and past due balance of $576.68 from the February 2017 to March 2017 statement, and posted tot the account for $734.21.  On April 11, 2017 a payment of $147.40 posted to the account. The account was adjusted $19.00 on April 19, 2017 bringing the balance to $567.81.    The statement dated April 26, 2017 included monthly access charges, EIP charges, and past due balance of $567.81 from the March 2017 to April 2017 statement, and posted tot the account for $966.39.  The account was adjusted $37.00 on May 19, 2017 bringing the balance to $929.39.   The statement dated May 26, 2017 included prorated monthly access charges, EIP charges and past due balance of $929.39 from the April 2017 to May 2017 statement, and posted to the account for $948.01.  The account was cancelled on May 31, 2017.                                           The final statement dated June 26, 2017 included prorated monthly access charges and a past due balance of $948.01 from the May 2017 to June 2017 statement and posted to the account for $954.36.    It is important to note that no further payments posted to the account.  Due to the continued non-payment, on July 24, 2017, the account was referred to Amsher, an outside collection agency.   In an effort to offer an amicable resolution, as of August 20, 2017, the account was adjusted $954.36 bringing the account closed with a zero balance.  Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change.  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.   Jessica G[redacted] Executive Response

July 7, 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 June 26, 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. Please note that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] is having issues with her service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms. [redacted] should receive excellent coverage at her billing address. However, upon reviewing Ms. [redacted]’s account, it appears she is referring to another address. As such, we would need additional information to investigate Ms. [redacted]’s concerns. Ms. [redacted] may contact me at the number below to provide additional details. We regret any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
William B[redacted] Executive Response

September 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 25, 2016, regarding the above-referenced account. T-Mobile regrets any number porting concerns Ms. [redacted] has experienced. T-Mobile records indicate that on August 18, 2016, a request was made to have Ms. [redacted]’s mobile number ending in 9101 ported from [redacted] to T-Mobile. However, due to an inadvertent error, T-Mobile was unable to complete the port-in process until August 31, 2016. In an effort to amicably resolve this matter, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $162.44 for monthly access charges from August 11, 2016, through September 10, 2016. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response