T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: I no longer meet the eligible requirements for this phone to be unlocked, Although I was denied unlocking when I did meet the eligible requirements.
Sincerely,
[redacted]

June 12, 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 30, 2017, regarding the above-referenced account. T-Mobile has confirmed [redacted] and [redacted] are one in the same.
We regret any concerns Ms. [redacted] has regarding the T-Mobile’s Carrier Freedom and Q1 Samsung Smartphone promotions. From February 24, 2017, to March 9, 2017, T-Mobile customers could receive a free Samsung Galaxy S7 handset after an instant device trade-in, mobile number port in, and eligible rate plan via monthly bill credits. Please be advised customers were required to trade-in an Apple iPhone 6 and higher or a Samsung Galaxy S6 and newer handsets in order to qualify for the offer. Additionally, it is important to note the Q1 Samsung Smartphone promotion was not compatible to combine with Carrier Freedom.
Review of the account confirms that on February 28, 2017, Ms. [redacted] took advantage of the Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S7 32GB Black handsets and accessories. At the time of purchase, Ms. [redacted] was not required to remit a down payment; however, she remitted payment for the taxes on the retail price of the devices and agreed to monthly installments of $58.65 for 24 months.
Additionally, Ms. [redacted] traded in a Droid Turbo handset and Samsung Galaxy S5 16GB Black handset. Ms. [redacted] received a total device trade-in credit of $82.00, which was utilized to lower her initial down payment for her new equipment. Our records also confirm on April 7, 2017, T-Mobile sent Ms. [redacted] a Prepaid MasterCard in the amount of $92.96 to cover the cost of her Carrier Freedom reimbursement. Unfortunately, as Ms. [redacted]’s handsets were not qualifying devices and she participated for the Carrier Freedom, she did not meet the terms required for the Q1 Samsung Smartphone offer.
In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has agreed to close the full balance of one of her Samsung Galaxy S7 handsets. Additionally, T-Mobile has applied a one-time credit in the amount of $160.87, leaving a zero balance on Ms. [redacted]’s T-Mobile account.
T-Mobile records confirm Ms. [redacted] subscribes to the T-Mobile ONE All In two lines for $110.00 rate plan. In addition, Ms. [redacted] has remaining monthly installments of $34.65, bringing her monthly recurring charges to $144.65. It is important to note if Ms. [redacted] subscribes to Autopay, a free feature that automatically deducts the balance owed on the account, she is eligible for a $5.00 monthly credit per line lowering her monthly recurring charges to $134.65.
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 contact with our retail location.
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.
Christopher P[redacted] Executive Response

August 6, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:     ...

[redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 30, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets any concerns Mr. [redacted] had when he switched his wireless service to T-Mobile and attempted to take advantage of our offer to reimburse early termination fees from other carriers.  In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal.  T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service.  To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device.  The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required.  Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number.
 
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited.  To be eligible for reimbursement, the T-Mobile account must be in good standing.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. 
 
T-Mobile records confirm that Mr. [redacted] activated his account with T-Mobile on April 8, 2015, and to date T-Mobile has not yet received any reimbursement request from Mr. [redacted]. On July 29, 2015, Mr. [redacted] contacted our T-Force team via social media to express his concerns about the time limits imposed on the reimbursement program. At that time, Mr. [redacted] was offered a $200.00 credit as resolution in full to his concerns.
 
Please note that pursuant to our conversation with Mr. [redacted] on August 3, 2015, Mr. [redacted] confirmed that once he was advised that he had surpassed the eligibility time-frame, he did not submit for reimbursement. At that time, T-Mobile asked that Mr. [redacted] provide us with an itemized copy of his final billing statement from his previous provider. Mr. [redacted] submitted his documentation, which indicates that he was charged a total of $380.00 in early termination fees. As such, T-Mobile has issued an additional credit in the amount of $180.00 to Mr. [redacted]’s account, bringing the account to revised credit balance of $269.94.
                                                                              ...⇄ /> 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.
 
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.
 
Kayla J[redacted]
Executive Response

July 8, 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 July 5, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his recent insurance claim. Our records indicate that on February 18, 2016, Mr. [redacted] purchased an Apple iPhone 6 Plus device. At that time, Mr. [redacted] subscribed to the Premium Handset Protection (handset insurance and extended warranty) bundle feature which is provided by Assurant Inc. Please note that Assurant and T-Mobile are separate companies, each with separate policies. Assurant requires that the customer pay a pre-determined deductible based on the handset model in order to obtain a replacement handset. Accordingly, when Mr. [redacted] processed an insurance claim with Assurant for his liquid damaged Apple iPhone 6 device on June 20, 2016, he was assessed a $175.00 deductible and instructed to return his damage device to Assurant. It is important to note that Assurant informed Mr. [redacted] to return his equipment so as to avoid being charged a non-return fee. As mentioned in Mr. [redacted] letter to your office, the device was later stolen and he is now unable to return his device to Assurant. Unfortunately, Assurant Inc. is unable to update Mr. [redacted]’s claim as a lost/ stolen device as his original claim was for liquid damage. While Mr. [redacted]’s situation is unfortunate, it is not a result of T-Mobile error. However, as a one-time courtesy and in an effort to amicably resolve this matter, T-Mobile has blocked the stolen handset and agreed to waive the non-return fee once posted to Mr. [redacted]’s account. 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. Alberto V[redacted] Executive Response

December 1, 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]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 24, 2016, regarding the above-referenced account.  T-Mobile attempted to reach Ms. [redacted] without success.
 
T-Mobile regrets that Ms. [redacted] has concerns with a refund that she requested.
 
Based on the information that we received, T-Mobile is unable to locate Ms. [redacted]’s account.  It is T-Mobile’s intention to work to resolve this matter with Ms. [redacted].  T-Mobile requests that Ms. [redacted] email me at [redacted]@T-Mobile.com with her T-Mobile account or mobile number so that we can review this matter and work to resolve this matter as quickly as possible for 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.
 
Ally Y[redacted]
Executive Response

May 22, 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 8, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] encountered regarding his account.
In an effort to continue to provide all T-Mobile customers with the highest quality of service, T-Mobile periodically reviews service quality and other network usage patterns. T-Mobile strives to ensure that customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needs.
Upon careful review of the usage on Mr. [redacted]’ account over the past several months, we determined that the majority of Mr. [redacted]’ usage under mobile number ending in [redacted] was not on the T-Mobile network. In accordance with the terms and conditions of service, T-Mobile elected to discontinue his service at the end of the billing cycle. However, T-Mobile records indicate that on April 28, 2017, Mr. [redacted] transferred mobile number ending in [redacted] to another service provider. The arrangement to transfer the line of service was made directly with Mr. [redacted]’ new wireless service provider and not with T-Mobile.
Further, T-Mobile records indicate that as of the date of the transfer of service for the mobile number ending in [redacted], Mr. [redacted] would have to wait a period of 90 days to reinstate or activate a new line; however, in an effort to amicably resolve this matter, upon speaking with Mr. [redacted] on May 19, 2017, T-Mobile offered to allow Mr. [redacted] to activate an additional line within 30 days after the required 90 day wait period and reinstate the promotional T-Mobile ONE rate plan of 4 Lines for $140.00 offer. Mr. [redacted] accepted the offer and was advised that he would have to request the rate plan change upon activating a line. 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.
Abigail [redacted]-R[redacted] Executive Response

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

November 14, 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 6, 2016, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] has concerns regarding her Apple iPhone 5 handset. T-Mobile records indicate that on July 29, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Certified Out of Box Apple iPhone 5 handset. 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 asked to make a down payment in the amount of $24.00 and agree to a series of 24-monthly installments in the amount of $10.66. Ms. [redacted] has a $10.00 Assurant Premium Handset Protection insurance feature selected for each of her two lines of service. The PHP is a service that provides an extended warranty. It includes insurance coverage for accidental damage and lost/stolen protection, with a claim and paid deductible. Handset exchanges through T-Mobile’s Handset Exchange Program are processed for a $5.00 Service Warranty Processing fee, as needed. In an effort to resolve this matter amicably, T-Mobile has agreed to ship Ms. [redacted] a like-new Apple iPhone 6 64 GB handset for use with her mobile number ending in 0099. The account balance of $131.10 includes monthly recurring charges, an EIP charge and applicable taxes from the October 28, 2016, billing statement. 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. Pancho Q[redacted] Executive Response

August 2, 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 July 29, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction. 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 sincerely regrets to hear of Ms. [redacted]’s equipment being damaged. Please note, T-Mobile records confirm that Ms. [redacted] purchased an Apple iPhone 6 Plus device on September 1, 2015; however, we do not have record of an Otterbox being purchased at a T-Mobile retail location. Furthermore, T-Mobile is unable to guarantee any cases or third-party accessories will prevent damage to a device. As Ms. [redacted] is paying for the premium handset protection, T-Mobile recommends she contact Assurant, T-Mobile’s third party insurance provider, to file an insurance claim for her device. Ms. [redacted] may contact Assurant at 866-866-6285 should she wish to file an insurance claim. Nevertheless, in an effort to amicably resolve this matter for Ms. [redacted], on August 1, 2016, T-Mobile applied a credit in the amount of $100.00 to the account. Ms. [redacted]’s account now reflects a remaining account balance of $537.16 for monthly recurring charges reflected on the billing statements dated June 21, 2016, and July 21, 2016. Upon speaking with Ms. [redacted] she accepted this 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. Zachary S[redacted] Executive Response

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

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]

June 5, 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 25, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 6 Plus 64GB on May 25, 2016, using T-Mobile’s Equipment Installment Plan (“EIP”) offering. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. Please be advised during the Limited Warranty period, Ms. [redacted] eligible to receive an advanced replacement of their 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.
As Ms. [redacted]’s equipment had physical damage to the LCD screen, she was ineligible to complete the warranty exchange in store. T-Mobile regrets any confusion regarding this process. However, upon speaking with Ms. [redacted], she confirmed that her picture messaging is working correctly and that she had her equipment screen repaired using AppleCare at and Apple store. Ms. [redacted] confirmed she has no additional issues regarding her equipment working correctly.
In regards to Ms. [redacted]’s concerns regarding a $100.00 credit off of her equipment, T-Mobile review confirms she was supposed to receive $100.00 off of her equipment purchase; but due to an inadvertent error, she did not receive it when she purchased her Apple iPhone 6 Plus referenced above.
In an effort to amicably resolve this matter, on May 16, 2017, T-Mobile applied a credit in the amount of $100.00 to the account. Ms. [redacted]’s account now reflects a credit balance of $100.00. As an additional courtesy to Ms. [redacted], T-Mobile removed the remaining EIP balance of $124.91 from her account. Upon speaking with Ms. [redacted] she accepted this as resolution. 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.
Zachary S[redacted]
Executive Response

June 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 June 23, 2016, regarding the above-referenced account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect moderate coverage. As Mr. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. T-Mobile’s engineering team has investigated Mr. [redacted]’ concerns and was unable to identify any network impacting issues. The coverage that Mr. [redacted] is experiencing is expected in his area. While we do regret any issues Mr. [redacted] has experienced, it does appear that he has been able to utilize his service. Mr. [redacted]’ rate plan and features provide unlimited calling, texting and data access. In looking at Mr. [redacted]’ account from March 25, 2016 through May 24, 2016, an average of 1,044 minutes was used. In addition an average of 8,925 text messages were sent and received and an average of 15,050 megabytes (15.05 gigabytes) of data was consumed. Given this usage, we consider charges for service to be valid. In an effort to amicably resolve this matter, T-Mobile has agreed to exchange out his Samsung Galaxy S6 and Note 4 devices for Samsung Galaxy S7 devices. Mr. [redacted] can return his equipment to the following address: Attn: Zachary S[redacted] c/o Executive Response 1201 Menaul Blvd Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] request a tracking number as T-Mobile is not responsible for the return shipping of this equipment. We ask that Mr. [redacted] please include the handset, charger and his account information with the shipment. If the full kit is not returned (such as the charger), a $20.00 restocking fee will be charged to the account. If the device has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr. [redacted] and he will be charged full retail price. Mr. [redacted] will need to return the equipment no later than July 20, 2016. If the equipment is not returned Mr. [redacted] will be charged full retail price for the Samsung Galaxy S7 devices. Upon speaking with Mr. [redacted] he accepted this as full 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. Zachary S[redacted] Executive Response

September 29, 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 September 22, 2016, regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] may have experienced in regards to her coverage and handset; we appreciate the opportunity to respond to her concerns. Our records indicate that Ms. [redacted]’s account is currently subscribed to the Simple Choice North America rate plan, which for $50.00 per month provides unlimited talk, text and two (2) gigabytes (GB) of data at up to 4G/LTE speeds. Data features providing increasing allotments of high speed data may be added for an additional cost. T-Mobile records confirm that on June 23, 2015, Ms. [redacted] chose to add the Simple Choice 6GB data feature, which also provides six gigabytes of Smartphone Hotspot (“SMHS”) for $15.00 per month. T-Mobile records indicate that on March 16, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S 7 32GB handset in black. 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. It is important to note that should a customer terminate their service prior to the end of the 24 monthly installments the full remaining balance will be due on the final billing statement. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $300.00 and agree to a series of 24 monthly installments in the amount of $15.42. Please be advised that by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their 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 confirm that Ms. [redacted] exchanged her device under the Limited Warranty program on April 10, 2016, and August 13, 2016. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. It should be noted that upon reviewing the address listed in Ms. [redacted]’s letter to your office, T-Mobile has found that her area is served by our network with the following spectrums: LTE 700A MHz, LTE 2100 MHz, LTE 1900 MHz, and 2G; finally our records indicate that Mr. Perez’ area is also served by our 3G and 2G technologies. Further, Ms. [redacted] is utilizing an Samsung Galaxy S 7 handset which has access to all of the above referenced spectrums. As a device is set up to automatically seek the strongest available signal, T-Mobile recommends that Ms. [redacted] perform a manual network selection on her device to set it only to the T-Mobile network. Additionally, T-Mobile records confirm that on May 27, 2016, Ms. [redacted] was provided with a free Wi-Fi CellSpot Router. The Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their Wi-Fi capable device. It is like having a tower in one's house and is now available at no additional cost. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00. Please note that upon reviewing the billing statements from June 2, 2016, through September 1, 2016, and over the course of those three months, Ms. [redacted] used an average of 766 minutes with calls as long as 75 minutes, sent and received multiple text messages and used an average of 1542 megabytes (1.542 gigabytes) of data. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service. In regards to Ms. [redacted]’s request for a refund of all funds paid on her account, T-Mobile respectfully declines her request as T-Mobile has confirmed that Ms. [redacted] has been able to fully utilize all aspects of her service including data. We regret that we have been unable to meet Ms. [redacted]’s expectations as her service provider. It should be noted that T-Mobile does not require an annual service contract, rather service is at will on a month to month contract. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile will allow Ms. [redacted] to be return them by a trackable shipper to my attention at the below address by October 29, 2016. Upon receiving the devices T-Mobile will credit the remaining amount owed on the EIP, in the amount of $262.05. T-Mobile USA Inc. Attn: Shannon R[redacted] 1201 Menaul Blvd NE Albuquerque NM 87107 We ask that Ms. [redacted] please include the device, charger and her account information within the box to ensure that she receives the proper credit upon receipt 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. Please be advised that if our final examination of the device indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the device will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. 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. Shannon R[redacted] Executive Response

October 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 October 24, 2016 regarding the above-referenced account. 
 
We regret to hear that Mr. [redacted] has additional concerns regarding the account.   T-Mobile records indicate that on September 9, 2016 that Mr. [redacted] ordered three separate Apple iPhone 7’s via www.T-Mobile.com.  The first device, an Apple iPhone 7 256 GB Black, was returned to T-Mobile on September 27, 2016 and the amount paid at signing of $267.99, which represents a down-payment of $199.99 and applicable tax of $68.00, was refunded to the original form of payment.  The second device, an Apple iPhone 7 Plus 128 GB Jet Black, was delivered to Mr. [redacted] on October 17, 2016.  Mr. [redacted] paid $939.59 for this device, which represents the full retail cost of the device of $869.99 and applicable tax of $69.60.  The order for the third device, an Apple iPhone 7 256 GB Jet Black, was cancelled on October 1, 2016 at Mr. [redacted]’ request.
 
Please be advised that device unlock codes are available to customers who meet our eligibility requirements.  Upon review of Mr. [redacted]’ unlock request, it was not approved as there were criteria he failed to meet including the device not having usage on the mobile number requesting the unlock.
 
However, on October 27, 2016, in an effort to amicably resolve the matter, the device was unlocked and complete instructions were emailed to Mr. [redacted] at the email address included in your correspondence.  We regret any inconvenience Mr. [redacted] may have experienced as a result of 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 [redacted]ention.  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

July 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 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 6, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder on record is [redacted], and that he has designated [redacted] as an authorized user of the account.
We regret any payment concerns Ms. [redacted] has experienced. Our records indicate that on June 9, 2017, a payment of $133.43 was returned to T-Mobile as unpaid. As such, as of June 21, 2017 the account reflected a past due balance of $535.86 for the March 19, 2017, to April 18, 2017 statement, and a new balance owed of $414.99 for the dates of April 19, 2017 to May 18, 2017, totaling $950.85. On June 21, 2017, a payment was submitted for $408.00 through T-Mobile's online payment method. On that same date, Ms. [redacted] contacted our Customer Care department and disputed the payment made for $408.00 and a refund request for the payment was submitted.
The billing statement for the period of May 19, 2017, to June 18, 2017, posted to the account in the amount of $827.44, including the past due amount of $414.99 from the April 19, 2017, to May 18, 2017, billing statement. An adjustment of $7.00 was made to the account on June 21, 2017. On July 1, 2017, T-Mobile refunded the payment of $408.00.
A payment was made on July 5, 2017, via T-Mobile’s online payment method in the amount of $229.00. The payment did not process. On that same date, also made online, was a payment of $820.44. On July 5, 2017, Ms. [redacted] contacted our Customer Care department and disputed the payment made for $820.44 and a refund request for the payment was submitted. As of July 8, 2017, the payment of $820.44 was refunded to Ms. [redacted]’s bank account.
On July 9, 2017, Ms. [redacted] made a payment of $229.00 and $380.00 in a store location. The account currently reflects a balance of $211.44, which was due on July 11, 2017. Upon speaking with Ms. [redacted] on July 14, 2017, as a courtesy, T-Mobile placed a hold for payment on the account until August 14, 2017.
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

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.
T-Mobile has acknowledged that the promotional terms were misrepresented by a customer service agent. I was offered to return the phones. Since I was no longer in possession of all phones, I was offered a credit of $720 which represents 50% of the phones' purchase value. In addition, I was offered a refund of $240 for one phone that I sent back to T-Mobile.
I appreciate the prompt and professional response that this complaint has resulted in.
 
Thank you
 
 
Sincerely, [redacted]

March 21, 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 March 8, 2017, regarding the above-referenced account.    T-Mobile regrets any confusion to Mr. [redacted] regarding his handset upgrades and billing. T-Mobile records indicate that on May 26, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note 5 handset.  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.    Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $29.59.   T-Mobile records confirm that on November 2, 2016, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand upgrade program by leasing an LG Stylo 2 Plus handset. Please be advised that JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgrade.  The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage.  If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into. As Mr. [redacted]’s Samsung Note 5 handset was not set up with JUMP! On Demand when he traded the handset in to T-Mobile for the LG Stylo 2 handset, the Samsung Note 5 handset continued to be billed monthly. It is important to note that Mr. [redacted] did however receive a credit to his account on January 5, 2017 Please be advised that on March 21, 2017, T-Mobile removed the Samsung Note 5 handset from Mr. [redacted]’s account. Additionally, T-Mobile applied credits totaling $118.36 for the EIP associated with the Samsung Note 5 handset for the last four billing cycles bringing the account balance to $40.67 which is due by April 7, 2017. 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.   Christopher R[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 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her handset. T-Mobile records indicate that on October 22, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 16GB. 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 their device via T-Mobile’s Handset Exchange Program. T-Mobile records indicate that Ms. [redacted] completed six handset exchanges on her Apple iPhone 6 since she purchased it. Additionally, on April 7, 2017, Ms. [redacted]’s account received a credit of $40.00 as a reimbursement for a screen protector.
Furthermore, in an effort to amicably resolve this matter, T-Mobile agreed to replace Ms. [redacted]’s defective Apple iPhone 6 16GB-Gold with a new Apple iPhone 6 16 GB-Gold. Ms. [redacted] should receive the new device within the next five to seven business days. Upon receipt, Ms. [redacted] has 30 days to return the defective device to our Executive office.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location.
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

November 3, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Prepaid No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 28, 2016, regarding the above-referenced prepaid number. 
 
In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his home.  We regret any coverage issues Mr. [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. 
 
As a courtesy an in an effort to amicably resolve this matter, T-Mobile has placed a credit in the amount of $40.00 to Mr. [redacted]’s prepaid account for one month of service charges. Additionally, T-Mobile has sent Mr. [redacted] a “like new” Samsung Galaxy S5 handset from our offices in an effort to resolve his coverage concerns. Mr. [redacted] should allow up to ten business days to receive the handset. Mr. [redacted] has accepted this as resolution to his concerns.
 
Should Mr. [redacted] continue to experience any difficulties with the service, we ask that he please provide to Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
 
 
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.
 
Christopher R[redacted]
Executive Response