T-Mobile Usa Inc

May 9, 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 2, 2017, regarding the above-referenced account. Please note, due to an inadvertent error, Mr. [redacted]’s account was created with his last name spelled “[redacted]”, however the correct spelling is [redacted].
We do regret if Mr. [redacted] has yet to receive his refund. As notated in our previous response on May 1, 2017, T-Mobile has requested that a refund of $123.59 be sent to Mr. [redacted]’s credit card utilized at the time of activation which should have been deposited into his financial institution within one to three business days.
We have forwarded Mr. [redacted]’s refund concerns to our Cash Applications Team to review Mr. [redacted]’s claim that he has yet to receive his refund. Once our office is provided an update on Mr. [redacted]’s missing refund claim, we will apprise him of our findings. Should Mr. [redacted] have any additional questions regarding his refund, he may contact me at my can be reached number listed below.
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

Date Sent: 3/7/2016 8:59:31 PMComplaint: [redacted]I am rejecting this response because: This issue requires further research per T-Mobile. I have sent the bill to Sacny twice, and according to Allie the current person assisting she had to take a leave, I have sent the bill to Allie and she states that it does not have all the information on it, and I need to send a bill to specifically show one of the phones to get the full amount I am due. At the time of this I had just gotten news that my 22 year old step son had been murdered and I advised that I needed to deal with that and will not be able to get that information until this is over. I received another call the day before the funeral and I advised Allie that I will deal with this after the funeral. I got an apology however, I still felt that since I had told her and she obviously didn't care because she called me advising me this had to be done. Why am I saying all of this??? Simply because I called [redacted] and spoke to a customer service representative that advised me all of the phones are listed on the bill and they walked through the bill with me. I called Allie of T-Mobile on Monday March 7th, to discuss what [redacted] had advise me but had to leave a message. I got out of the house and drove too my job to get everything that I faxed to T-Mobile 3 times already and sure enough I see the phone and information on the bill, furthermore I became angry because I feel T-Mobile is stalling to pay the least amount possible. I contracted with T-Mobile, you have the ability to pull the transaction, or check the history of when I started with T-Mobile and the phones that were turned in at that time that I signed on and how many numbers you transferred over. Why inconvenience the customer? T-Mobile office of the President as you call it, has the ability to review contracts and history of customers. I am still waiting on resolution and the correct amount. T-Mobile is really holding to the reputation that I heard about before I contracted with the company. All this over a promise that was made to me to switch over. You would think you would want to keep a customer. Not resolved and I do not agree with response.Sincerely,[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

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’ concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his attempts to view his billing statement at www.myT-Mobile.com. Please note that customers are able to view their billing statements on www.myT-Mobile.com, however at this time, we have identified a technical issue that is preventing some T-Mobile customers from viewing their billing statements online. T-Mobile is aware of the matter, and is working diligently to correct the issue.
Furthermore, while T-Mobile is working to resolve this technical issue, Mr. [redacted] may update his billing preferences to receive a paper billing statement by contacting our Customer Care team directly at 1-800-937-8997. T-Mobile regrets any inconvenience this has caused 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.
Adrianne F[redacted]
Executive Response

March 29, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 26, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers. We regret any concerns Mr. [redacted] experienced regarding T-Mobile’s Carrier Freedom offering. Carrier
Freedom is an industry changing offer whereby not only are early termination fees (“ETF”) reimbursed, but also accelerated Equipment Installment Plan (“EIP”) balances up to $650.00 per device. There is several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement including the trade-in of the equipment used with the prior service provider. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. T-Mobile recommends that customers make arrangements to pay any remaining balances billed by their prior carrier in order to avoid collection activity as Carrier Freedom may take up to eight weeks to complete.
T-Mobile records confirm that on February 17, 2017, Mr. [redacted] activated the above-referenced account. At the time of activation, Mr. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease program by obtaining one Samsung Galaxy S7 32 gigabytes (“GB”) handset. JOD is a lease program that breaks a phone’s cost down into 18 equal monthly payments, upon approved credit. Customers only pay taxes on the capital cost reduction payment at the time they receive the device. Then during the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly recurring charges. At the time, Mr. [redacted] agreed to 18 monthly installments of $28.50 plus applicable taxes. It is important to mention that T-Mobile first received notification of a device trade-in on March 25, 2017 for a [redacted] branded Samsung Galaxy Note 5 handset with IMEI number [redacted].
T-Mobile reviewed Mr. [redacted]’s Carrier Freedom submissions and three submissions were found. The first submission dated March 24, 2017, was denied as equipment was not traded-in at the time of activation and as the [redacted] final billing statement provided by Mr. [redacted] did not reflect an ETF or EIP balance. The second submission also dated March 24, 2017, was a duplicate and was also denied. The third submission dated March 25, 2017, was approved in the amount of $297.00 and a prepaid refund card will be shipped to Mr. [redacted] within 15 business days.
Additionally, in an effort to amicably resolve this matter, on March 28, 2017, T-Mobile processed a refund of $109.00 to be disbursed via a Citibank prepaid card for the trade-in value of the Samsung Galaxy Note 5 handset. Please allow up to fifteen business days for delivery.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

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]

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] 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 Ms. [redacted] has declined to speak with T-Mobile by phone. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile records indicate Ms. [redacted] began service on March 25, 2015. Upon activation Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple IPhone 6 Plus 16GB 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 installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $99.98 and agree to a series of 24 monthly installments in the amount of $30.41. Our records indicate that, based on the model handset, the offered trade-in value for that particular handset in good condition would have been $156.00. It is T-Mobile’s position that Ms. [redacted] received the appropriate credit for the handset traded-in and no further trade-in credit is warranted. Please be advised, Ms. [redacted] applied the trade-in credit of $156.00 toward the purchase of an Apple iPhone 6 Plus 16GB, an otter box case, and a screen protector valued at $829.74. T-Mobile records indicate the remaining EIP balance of $573.76 was paid off. T-Mobile billing indicates that there are no additional charges for the equipment being assessed toward the above-referenced account. As such it is T-Mobile position that we will allow Ms. [redacted] to keep the equipment without additional charge. Due to the overwhelming amount of submissions, Ms. [redacted]’s submission was delayed. T-Mobile records indicate that Ms. [redacted]’s refund in the amount of $300.00 was approved by T-Mobile on July 15, 2015 and forwarded to [redacted], our third-party vendor, to be disbursed as a prepaid debit card. Ms. [redacted] is asked to allow 14 to 21 business days for delivery of the prepaid card. Please be advised that customers may contact [redacted] at 1-[redacted] for any questions or issues with prepaid refund cards. Customers who have not received their cards within allotted dates may contact [redacted] Card Services at [redacted]. It remains T-Mobile’s determination that no additional compensation is warranted . T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

April 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of...

your correspondence dated April 9, 2017, regarding the above-referenced file number. Please note that the account holder of record is Ms. [redacted] and that she has not designated Ms. [redacted] as an authorized user of her account.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting Ms. [redacted] regarding her correspondence to your office. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care at 1-800-937-8997.
Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to 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.
Mercedes V[redacted] Executive Response

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]

Tell us why here... March 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No....

[redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated March 7, 2018, from Ms. [redacted] 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 Ms. [redacted] as an authorized user of the account.T-Mobile appreciates the opportunity to respond to Mss. [redacted]’s concerns related to our 2018 Samsung Galaxy S9 Launch offer and we regret any misunderstanding.  With our 2018 Samsung Galaxy S9 Launch offer, new and existing postpaid customers who buy a Samsung Galaxy S9 device or Samsung Galaxy S9 Plus device can get up to $360.00 off via bill credits when they trade-in a fully owned qualified device and purchase their new Samsung Galaxy S9 device or Samsung Galaxy S9 Plus device with our Equipment Instalment Plan program. On March 12, 2018, T-Mobile contacted Ms. [redacted] to discuss the information mentioned above and her concerns.  At this time, Ms. [redacted] advised us that the device she intended to trade-in was an LG G6 device currently being financed with our EIP program and that reflects an unpaid balance in the amount of $338.00.  If fully owned, Ms. [redacted] could trade-in her LG G6 device and be eligible to a $200.00 trade-in credit provided via bill credits.  As Ms. [redacted] does not own the LG G6, it is T-Mobile’s position that Ms. [redacted] is not eligible for the promotion mentioned above.  In an effort to amicably resolve this matter, T-Mobile offered to apply a onetime equipment payment towards the LG G6 outstanding EIP balance in the amount of $80.00 which Ms. [redacted] accepted as resolution to her concerns.  Ms. [redacted]’s LG G6 device outstanding balance was updated to $258.00.  T-Mobile appreciates the opportunity to respond to Ms. Darts 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. 341-8016.Very truly yours,T-MOBILE USA, INC.Maggie R[redacted]Executive Response

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

July 31, 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 23, 2015, regarding the above-referenced account. Please be advised that we have attempted to contact Ms. [redacted] regarding this matter. Unfortunately, our attempts have been unsuccessful. T-Mobile records confirm Ms. [redacted]’ account was suspended on July 25, 2015 for a lost or stolen handset. T-Mobile customers may suspend lines on their account for a handset being lost or stolen without any additional fees or contract extensions. Please note customers are charged for monthly access charges, features and taxes while the line is in a suspended status. Although it is T-Mobile’s stance that all charges are valid and owed, in an effort to resolve Ms. [redacted]’ concerns, T-Mobile would like to offer a one-time courtesy credit in the amount of $100.00. Should Ms. [redacted] choose to accept T-Mobile’s offer, she will need to contact me at the information listed below before August 12, 2015. T-Mobile Company-owned retail stores offer loaner handsets to eligible customers who have performed a warranty exchange, ship-to handset upgrade, or insurance claim. Customers are asked to provide a $50.00 deposit to the store, which will be returned when the loaner phone is received in good working order. If the loaner phone is lost or stolen before it can be returned to the store, the customer will forfeit their $50.00 deposit; however there will be no additional charges for the non-returned loaner phone. Loaner phones are basic T-Mobile handsets and should be returned within the standard 14-day return period, (30 days in CA). If necessary, the return period can be extended. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Ty R[redacted] Executive Response

Tell us why here...
August 23, 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 10, 2017, 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 his concerns within this letter.
T-Mobile regrets any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to address his concerns. T-Mobile records confirm that as of July 27, 2017, Mr. [redacted] is subscribed to our T-Mobile ONE, promotional rate plan, which for $75.00, provides one line with unlimited talk, text, and data at up to 4G/LTE speeds depending on device capability. On that same date the rate plan for the mobile internet line ending in [redacted] was also updated to the LineLink rate plan which for $15.00, provides unlimited calling and a landline-like experience for customers with T-Mobile LineLink Home Phone Adapters.
On August 15, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 device and a Samsung Galaxy Tab E device. Accordingly, Mr. [redacted] agreed to a series of 24 monthly installments in the total amount of $38.34; $28.34 for the Samsung Galaxy S7 device and $10.00 for the Samsung Galaxy Tab E device.
Between August 5, 2016, and August 18, 2016, T-Mobile offered new and existing customers who purchased an eligible Samsung smartphone on EIP and a Samsung Tab E on EIP with a 1GB or higher Mobile Internet plan, a monthly EIP bill credit for the full cost of the tablet over the 24 month financing period. It is important to note that this offer included monthly credits to cover the cost of the tablet, not its line of service. T-Mobile records indicate that due to an inadvertent error Mr. [redacted] has been receiving a monthly credit of $5.00 only instead of $10.00. In order to amicably resolve Mr. [redacted]’s concern T-Mobile will offer to cover the difference of the $5.00 per month charge incurred from August to this date with a total account credit of $60.00 and also close the ongoing financial installment for the Samsung Galaxy Tab E device as well as credit the charges incurred for the mobile internet line of service for a total credit of $120.00. Please note that going forward the line of service will continue to be charged its full monthly recurring charge unless removed.
In regards to the Samsung Galaxy S7 device, the monthly payments are $28.34. These are the terms Mr. [redacted] agreed to at the time of purchase when the terms and conditions for the 24 month financial installment were presented. T-Mobile respectfully declines to credit the monthly cost of the Samsung Galaxy S7 device.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
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.
Thania R[redacted]
Executive Response

December 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 December 14, 2017, regarding the above-referenced account.
We regret any inconvenience Ms. [redacted] has experienced with regards to the credit for her handsets. As indicated in our previous response, T-Mobile confirmed that upon receipt of the devices in our office, T-Mobile would apply the credits for the two Samsung Galaxy S7 devices. Our records confirm that the two LG V10 devices were received in our office on December 11, 2017, and once processed T-Mobile applied a credit in the amount of $1,038.03, which was billed to Ms. [redacted]. Please note that Ms. [redacted]’s account reflects a revised balance owed of $289.16. Should Ms. [redacted] have any further questions or concerns, she may reach me directly using the contact details listed below, or at [redacted]@T-Mobile.com.
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

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. 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 experienced by Mr. [redacted] regarding his efforts to take advantage of our Apple iPhone Trade-Up offer. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. Additionally, customers who selected the Apple iPhone 7 Plus model were responsible for $120.00 of the equipment after the trade-in of a qualifying handset.
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
On September 25, 2016, T-Mobile created an upgrade order for an Apple iPhone 7 in which Mr. [redacted] would agree to trade-in his Apple iPhone 6s as part of the promotional offer. It is important to note, at the time of Mr. [redacted]’s order on September 25, 2016, T-Mobile did require that customers have a qualifying T-Mobile ONE rate plan in order to receive the promotional discount. Unfortunately, in T-Mobile’s review, we have found that the account subscribes to our Simple Choice Family rate plan which at the time of the promotional offer and handset order, would not qualify for the monthly promotional bill credits.
On October 21, 2016, Mr. [redacted] contacted T-Mobile and indicated he had originally wanted the Apple iPhone 7 Plus model and as such returned the original Apple iPhone 7 sent to him and a new order was created for an Apple iPhone 7 Plus 32 GB handset.
T-Mobile does regret any inconvenience to Mr. [redacted], however as the account did not and presently does not subscribe to the T-Mobile ONE rate plan, the account would not qualify for the monthly promotional bill credits for his Apple iPhone 7 Plus.
However, in an effort to amicably resolve this matter, T-Mobile has agreed to credit the remaining EIP balance for the Apple iPhone 7 Plus in the amount of $531.25. As such, Mr. [redacted] will be able to keep the Apple iPhone 7 Plus, however he will no longer be assessed the monthly installment charge for the equipment as the EIP will remain closed with a zero balance. 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.
Martin 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 still maintain I did NOT receive the request to confirm my employment last July - however I'm pleased with the resolution of this case.
Sincerely, [redacted]

April 14, 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 1, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concerns Ms. [redacted] experienced in regards with her billing statements. As mentioned in our previous response to file number [redacted], T-Mobile records reflect that Ms. [redacted] has two lines in her account ending in [redacted] and [redacted] and is currently subscribed to the Simple Choice Family Unlimited Talk, Text, and 1 gigabyte (“GB”) of Data rate plan. This plan provides the first two lines with unlimited talk, text and 1GB of data for $80.00 per month. Additionally, Ms. [redacted] elected to have JUMP! 2.0 for $12.00 a month on both lines. Furthermore, T-Mobile records confirm that Ms. [redacted] elected to have a $40.00 9GB data feature on the line ending in [redacted]. Lastly, Ms. [redacted] elected to have a $15.00 6GB data feature on the line ending in 8009. Please note that all pricing is before any applicable taxes and fees. Ms. [redacted]’ selected rate plan and features come to $159.00 each month before tax.
T-Mobile records indicate that on July 24, 2015, Ms. [redacted] qualified for our Equipment Installment Plan (“EIP") offering with the purchase of two handsets and associated accessories. Please note that the handset portions of the EIP have been closed and Ms. [redacted] is currently paying $6.47 for the accessories only.
Additionally, T-Mobile records indicate that on January 21, 2017, Ms. [redacted] qualified for our EIP offering with the purchase of a Samsung Galaxy S7 Edge 32GB handset and an iPhone 7 32GB handset. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $59.99 for the Samsung Galaxy S 7 Edge handset and $25.99 for the iPhone 7 handset and agree to a series of 24 monthly installments in the amount of $30.00 for the Samsung Galaxy S7 Edge handset and $26.00 for the iPhone 7 handset.
Based on the monthly service and equipment charges, T-Mobile records confirm that Ms. [redacted] is set to pay $221.47 plus any applicable taxes and fees.
T-Mobile records confirm that Ms. [redacted]’ billing cycle runs from the 25th of the month to the 24th of the following month, with payment due on the 17th. 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]’ payment that was due on February 17, 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. Please be advised that T-Mobile records confirm that Ms. [redacted] account was suspended on February 27, 2017, and March 9, 2017. Therefore, when Ms. [redacted] made a payment on February 28, 2017, and March 9, 2017, and the account was reactivated, the account was assessed a $20.00 plus tax restore from suspension fee for each suspension per line of service on each occasion.
Ms. [redacted]’ billing statement dated March 26, 2017, reflects a total balance owed in the amount of $323.28. This balance consists of charges in the amount of $233.54 for services rendered from March 25, 2017, through April 24, 2017, and monthly payments for the above mentioned EIPs. Additionally, Ms. [redacted] has been charged a total of $89.74 for restoration from suspension fees for the above mentioned suspensions.
Please be advised that on March 31, 2017, as a courtesy T-Mobile Ms. [redacted] T-Mobile waived all four restore from suspension fees and applied a courtesy credit in the amount of $32.93. Please note that Ms. [redacted]’ account currently reflects a $190.34 balance. 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

September 29, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced file number.    T-Mobile regrets any inconvenience to Mr. [redacted] regarding his handset.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the information provided.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, Mr. [redacted] may have the account holder on the account contact me at the number below to discuss this matter further.    Please be advised that on September 18, 2017, we contacted Mr. [redacted] and educated him on the above information.  Mr. [redacted] has been advised that we are unable to discuss account specifics with him.  Although we did provide Mr. [redacted] with general insurance information that would aid in his understanding. 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.   Lauren L[redacted] Executive Response Tell us why here...

Complaint: [redacted]I am rejecting this response because: my credit card statement stated they paid t mobile twice which was 9/24 and 9/26. They credit back on the transaction that never happend on 9/26 in the amount of $490.02. T mobile stated that there was insufficient fund on my credit card and I called [redacted] I have more then $2000 credit limit. It is credit card not debit card. T Mobile stated that on October they received my payment in the amount of $575 and they never acknowledged that they received another payment in the amount of $490.02. I received a letter on 11/18/2014 from customer relations from T Mobile and she acknowledged that she received the payment in the amount of $490.02. I will fax both documents to Revdex.com and and to Ms. A[redacted]. On 2/16/15 T mobile re bill me again in the amount of $490.02. This amount posted it on my account the transaction date was 9/24. Pls do not closed the complained until Ms. A[redacted] response and review all the statements. Thank you.Sincerely,Ms. [redacted]  [redacted]