T-Mobile Usa Inc

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

July 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 June 21, 2017, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] experienced regarding her buyer’s remorse return and appreciates the opportunity to respond to her concerns.   T-Mobile records reflect that on June 8, 2015, Ms. [redacted] activated two mobile numbers ending in [redacted] and [redacted].  T-Mobile records indicate that on June 8, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6 Plus 16GB handsets.  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.    T-Mobile provides a return period 14 days to all customers allowing them to use the service to see if it meets their needs.  If Ms. [redacted] found that the service was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation.  Ms. [redacted] would also have been able to return her device for a refund, less any restocking fee.   A review of Ms. [redacted] account verifies that she requested cancellation of her service on June 16, 2015, and returned the two handsets to the original point of sale.  Ms. [redacted] received a bill on July 9, 2015, that reflected a total balance of $51.36 consisting of access charges plus applicable taxes from June 8, 2015 through June 16, 2015.  Ms. [redacted] had not remitted payment for the partial usage on the account and the account was referred to an outside collection agency on November 4, 2015.   Although the account has been sold to an outside collection agency, T-Mobile has requested that they return the account to T-Mobile.  T-Mobile credited the balance in full and is closed with a zero balance.  T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Ms. [redacted]’ credit report to reflect the change.    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.  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.   Andrew S[redacted] Executive Response

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

October 18, 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 13, 2016, regarding the above-referenced account. T-Mobile regrets any confusion to Ms. [redacted] at the time of activation and her recent handset upgrade. T-Mobile records indicate Ms. [redacted] activated service with T-Mobile on April 9, 2016. At the time of activation, Ms. [redacted] initiated an Equipment Installment Plan for an Apple iPhone 6 plus 16 gigabyte (“GB”). T-Mobile regrets if this equipment was not Ms. [redacted]’s desired handset at the time of activation, however please note that the memory variant is listed on each Apple iPhone box and is listed on her Equipment Installment Plan documents which were given to her when she purchased her handset at a retail store. T-Mobile records further indicate on October 8, 2016, Ms. [redacted] completed a handset order for a new Apple iPhone 6 Plus 64GB handset. Furthermore, Ms. [redacted]’s new handset order included a trade-in of her Apple iPhone 6 Plus 16 GB handset with a trade-in credit of $189.00. Please note, as Ms. [redacted]’s Equipment Installment Plan balance for her Apple iPhone 6 Plus 16 GB was more than the trade-in value, she would be responsible for the remaining installment plan balance as she does not subscribe to our JUMP! feature. However in an effort to amicably resolve this matter, T-Mobile has agreed to remove the remaining installment plan balance for her Apple iPhone 6 Plus 16 GB. Once T-Mobile has successfully scanned Ms. [redacted]’s returned Apple iPhone 6 Plus 16 GB into our trade-in center, T-Mobile will agree to remove the installment plan balance in full. As such, Ms. [redacted] will be responsible for the Apple iPhone 6 Plus 64 GB handset only. T-Mobile contacted Ms. [redacted] on October 17, 2016 and apprised her of our proposed resolution which she accepted. Ms. [redacted] understood that T-Mobile has created a follow up for October 25, 2016 to review if her handset has been received at our trade-in center. 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

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

November 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 November 1, 2015, regarding the above-referenced account. T-Mobile thanks Ms. [redacted] for choosing T-Mobile and we regret any inconvenience she has experienced regarding her equipment and billing concerns. T-Mobile records confirm that on September 14, 2015, Ms. [redacted] qualified and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple [redacted] 5s handset. At the time of the purchase, Ms. [redacted] remitted a payment in the amount of $179.62, which was comprised of a $90.00 down payment, a $15.00 SIM starter kit, and a $50.00 deposit plus applicable sales tax. Please be advised that T-Mobile has no record of an additional payment of $179.62 as mentioned in Ms. [redacted]’s correspondence. To research the payment, T-Mobile requires a complete unaltered bank statement that displays the disputed payment and a running balance prior to and following the payment. Ms. [redacted] may fax the above requested documents to my attention at [redacted] or send it to the address below. Upon receipt, T-Mobile will promptly investigate and notify Ms. [redacted] of our findings. We look forward to amicably resolving this matter. We would hate to lose Ms. [redacted] as a customer however should she determine that T-Mobile no longer meets her needs; she may return the handset in like new condition and have the equipment charges removed and refunded to her via a prepaid debit card to the address on file. Ms. [redacted] may send her equipment to: [redacted] T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include the handset, charger and her account information within the box to ensure proper credit. Please be advised if the full kit is not returned (I.E., missing charger) a $40.00 restocking fee will be deducted from the credit offered above. We also ask that Ms. [redacted] disable the “Find my [redacted]” application as T-Mobile cannot disable this application and the device will be returned to Ms. [redacted] if the application is enabled. In order to take advantage of this offer, Ms. [redacted] will need to have the equipment postmarked for return no later than November 20, 2015. Should Ms. [redacted] fail to meet this date the offer shall be considered void and T-Mobile would no longer accept Ms. [redacted]’s equipment return. 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. Ruben A[redacted] Executive Response

February 23, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: *** *** Your File No. *** T-Mobile Account No. ***To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated February 23, 2018, regarding the above-referenced account.  T-Mobile is delighted to have resolved this matter to Ms. ***’s satisfaction. T-Mobile regrets any concerns that Ms. *** has experienced while attempting to take advantage of our Carrier Freedom offer.  T Mobile records indicate that Ms. *** activated her account on February, 13, 2018, with four lines of service, the mobile numbers ending in 3888, 6215, 9390 and 0089, which were ported to T-Mobile from another service provider.  At the time of activation, Ms. *** also took advantage of our JUMP!  On Demand offering, with the lease of four handsets, two LG K20’s and two T-Mobile Revvl’s. It is very important to note that Carrier Freedom reimbursement is available to qualifying to customers who port in a mobile number from another service provider and purchase a new T-Mobile handset.  In order to receive their reimbursement, customers must submit their final billing statement from their previous provider to T-Mobile within 60 days of activation.  Additionally, customers are eligible to receive reimbursement only if they have not previously received a Carrier Freedom offer within the past two years. Please note that on February 15, 2018, when T-Mobile received Ms. ***’s Carrier Freedom reimbursement request for her four lines of service, it was determined that Ms. *** had recently received Carrier Freedom reimbursement for two of her subscriber numbers on a previous T-Mobile account, the mobile numbers 3888 and 9390.  As such, Ms. *** was eligible to receive Carrier Freedom reimbursement for only the two lines of service which had not previously received Carrier Freedom reimbursement, the mobile numbers ending in 6215 and 0089. Nonetheless, upon reaching Ms. *** to discuss this matter, T-Mobile manually processed Ms. ***’s Carrier Freedom reimbursement request for the mobile numbers ending in 3888 and 9390, with an account credit in the amount of $1,300.00.  Ms. ***’s account balance of $140.00 was absorbed with the credit, resulting in a revised account credit balance of $1,160.00.  Pursuant to Ms. ***'s request, the account credit balance of $1,160.00 was issued as a prepaid refund card to Ms. ***'s address of record, for delivery within 10 business days.  Ms. ***'s account remains at a zero balance.  Ms. *** accepted this offer as resolution in full to her concerns.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. ***’s recent 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. ***. Very truly yours,T-MOBILE USA, INC.Kayla J***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

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]

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 have sent the iPad back and the tracking number verified that the iPad has been delivered. Haven't yet heard back from Danial regarding whether or not tmobile found my iPad to be in like-new condition and EIP and monthly charges for it taken off my bill. Will be getting in touch with Danial soon if I don't hear back to make sure everything has been taken care of. Also need to make sure my military discount is added to my account as well as I brought this to danial's attention when I last spoke to him; that was another factor that made my bill higher than it was supposed to be.
Sincerely, [redacted]

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

August 11, 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 Prepaid Account No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 29, 2017, regarding the above-referenced account.  We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.   We regret any inconvenience to Mr. [redacted] regarding his device functionality and we appreciate the opportunity to address his concerns.  Our records confirm, on July 29, 2017, Mr. [redacted] activated his prepaid account and selected our Simply Prepaid 6GB 4G LTE rate plan at $55.00 per month. As Mr. [redacted] account is a prepaid account, he remitted his initial payment of $55.00 to cover the first month of service.  It is important to note, per our terms and conditions, prepaid payments are non-refundable.    In our conversation with Mr. [redacted] we confirmed that his concerns were mainly with the Group Messaging feature and its functionality.  Group Messaging allows customers to send messages to multiple recipients and have any responses delivered to everyone in the group.  Group messaging works primarily over Multimedia Messaging Service (“MMS”) or data services, depending on the application used for messaging. For example, Hangouts and iMessage use data. Although, MMS messages do not use any data from Mr. [redacted]’s rate plan, an MMS needs a cellular data connection to work.  Currently, there is no other technology available through any carrier that would allow MMS messages to work without a cellular data connection.  We regret any inconvenience this matter has caused Mr. [redacted].   Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concerns, on August 2, 2017, T-Mobile provided Mr. [redacted] with a refund in the amount of $55.00 in the form of prepaid card as a courtesy.  Mr. [redacted] accepted the refund as resolution to his concerns.  Mr. [redacted] should allow up to ten business days for the prepaid card to arrive.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Sal O[redacted] Executive Response

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

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

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

February 24, 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 February 18, 2017, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets hearing of Mr. [redacted]’s concerns with our recent and exciting 2016 Apple Black Friday offer. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care department.
The 2016 Apple Black Friday offer provided for a limited time, from November 24, 2016, to November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or for free.
T-Mobile records confirm that at the time of the promotion Mr. [redacted] was and continues to be subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text with 2.5GB of Data per line rate plan. As Mr. [redacted]’s rate plan is not an Unlimited Data rate plan, Mr. [redacted]’s account is not eligible for the 2016 Apple Black Friday offer based on the eligibility requirements mentioned above.
Records further confirm that on November 26, 2016, Mr. [redacted] purchased an iPhone 7 32GB device and elected to finance it with our Equipment Installment Plan (“EIP”) program. Mr. [redacted] paid a down payment in the amount of $50.00 and agreed to 24 monthly installments in the amount of $25.00. Further review confirms that at the time of purchase, Mr. [redacted] traded-in an iPhone 5s and received $50.00 in trade- in credits that were used at the time of purchase to cover Mr. [redacted]’s down payment. If eligible for the promotion; Mr. [redacted] would have been responsible for only $350.00 for his new iPhone 7 32GB device after trade-in and promotional bill credits.
On February 23, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns and the information mentioned above. In an effort to amicably resolve this matter, on February 23, 2017, T-Mobile issued equipment credits in the amount of $249.99 leaving Mr. [redacted] responsible for only $350.00 for his new iPhone 7 32GB device. 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.
Maggie R[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]

Complaint: [redacted]
I am rejecting this response because:  My request was to unlock the iphone 8 plus NOT an iphone X.  Where and why Tmobile unlocked an iphone X is unknkwn to me.  Even with that being said they still have not unlocked or tried to correct their error.   On two separate occasions  they said was sent to The wrong email. Instead of aol the representative sent it to “[redacted]@eol.com”.  Each time making me wait 24 hours. Not extending any courtesy to the fact that it was an internal error on their part. Still today the phone isn’t unlocked. I have spent over 20 hours phone time with T Mobile trying to solve this matter to no avail.I Would like to drop off the phone at an Apple store location and exchange for an unlocked iPhone 8 plus like I paid for.  I no longer wish to deal with T Mobile.
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

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 would like to extend a special thanks to Mr. Pancho Q[redacted] for his assistant and understanding. Sincerely, [redacted]