T-Mobile Usa Inc

Complaint: [redacted]I am rejecting this response because:
As per attached documentation, the two handsets were purchased and returned using information for return given by T-Mobile (see attached routing number documentation) and within the guarantee period (also see attached documentation). The reason for contract termination was that both devices were not being served well as we reside in a rural area that does not have sufficient coverage/antennae or transmitters for such a sophisticated product. The account was terminated. Both handsets were received at the Fort Worth T-Mobile warehouse (see attached UPS document with date, time and weight of package.) T-Mobile gave me specific instructions and a routing number to send back the equipment (see attached documentation). The UPS distributing unit properly packaged and sent the devices to Fort Worth (see receipt attached). UPS delivered the products on time (see receipt attached). Therefore I complied with my end of the termination process and owe nothing to T-Mobile. The most important reason that I reject this resolution is that within the UPS document proving that the package was received in Fort Worth it distinctly specifies that the package weighed one pound. I researched the weight of an IPhone 6 and it only weighs @ 170 grams. So, the package containing both hand-devices would have weighed half a pound, give and take a few grams for packaging.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: It was already CONFIRMED BY SHAY,  ASHLEY & SABRINA. SHAY ALSO SPOKE TO A SUPERVISOR ABOUT THE DEBIT THEY BOTH SAW FROM MY ACCOUNT and  THE SUPERVISOR confirmed in AUGUST SHE SAW THEM TAKE $133.08 TWO TIMES WHEN IT SHOULD HAVE BEEN A REFUND BECAUSE I DID NOT ORDER A J7. I ORDERED AN IPHONE
WILL HAS ACCESS TO THE SAME FILE THEY WERE LOOKING AT.
TMOBILE AGENTS ARE TRAINED & PROGRAMMED TO SELL THEM WHAT THEY WANT NOT WHAT THE CUSTOMER REQUEST.
IF THEY HAD SENT ME THE IPHONE THEY CHECKED my CREDIT FOR,
I WOULD NOT BE CONTACTING THE Revdex.com.
I WILL BE COMPLAINING TO CONSUMER AFFAIRS IN PERSON BECAUSE I CANT KEEP GOING BACK & FORTH FOR SOMETHING THAT BELONGS TO ME.
my salary is $27,000 yearly when they make that in an HOUR. PLEASE STOP ROBBING ME TMOBILE. THANK YOU FOR MY REFUND OF $133.08
 
 
THEY ARE NO BETTER THAN THE THIEF WITH A GUN WHO ROBBER ME IN 1990Sincerely,[redacted]

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

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

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 add that my name is [redacted] not [redacted], but I find this resolution satisfactory to me.
Sincerely, Dr. [redacted]

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

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]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2017, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Ms. [redacted] has experienced with her account. Our records indicate that on February 25, 2017, Ms. [redacted] activated her account for use with the mobile number ending in [redacted]. At the time of activation, Ms. [redacted] traded-in her Apple iPhone 5s and purchased an Apple iPhone SE handset on an Equipment Installment Plan (“EIP”). It is very important to note that customers are provided a 14 –day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and cancellation of the applicable EIP entered into at the time of the original purchase. However, please be advised that trade-in handsets are not able to be returned to the customer.
As Ms. [redacted] mentions in her correspondence, for a limited time only, from March 3, 2017 to March 9, 2017, T-Mobile customers were able to get an Apple iPhone 7 32GB for free or an Apple iPhone 7 Plus 32GB for $100 after instant trade-in and mail-in rebate when trade in a qualifying device and port in a number. However, please note that Ms. [redacted] did not qualify for this promotion due to the fact that she didn’t port-in her number during the eligible timeframe or have an additional handset to trade-in to T-Mobile.
Nevertheless, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile provided Ms. [redacted] with an Apple iPhone 7 32GB handset at no cost, with a credit in the amount of $706.86. In addition, Ms. [redacted] returned her Apple iPhone SE handset to T-Mobile and T-Mobile removed the remaining EIP balance with a credit in the amount of $396.00. Mr. [redacted] accepted this offer as resolution 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. [redacted]’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. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

September 23, 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 17, 2016, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] has experienced in regards to coverage and her trade in credit. It is important to note that Ms. [redacted] is not currently under a contractual agreement with T-Mobile but on a 24-month Equipment Installment Plan (“EIP”) agreement as explained below. Our records confirm that on August 16, 2016, Ms. [redacted] activated two lines of service with T-Mobile and purchased two Samsung Galaxy ON5 handsets under an EIP and agreed to a 24-month installment of $11.68. Additionally, Ms. [redacted] traded in her [redacted] iPhone 5s and we applied a trade-in credit in the amount of $21.00 directly to her bill the same day. Please be advised that once a trade in is agreed to and initiated by the customer, T-Mobile is unable to return the traded in handset back. Please note that at the time of activation, T-Mobile directly requests that our customers provide an accurate address for billing purposes. We regret any concerns Ms. [redacted] experienced in regards to the address her first billing statement was mailed to. It is important to note that T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] is having issues with her service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms. [redacted] should expect satisfactory coverage. Unfortunately, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain and weather. Outages and interruptions in service may occur, and speed of service varies. Devices also have varying speed capabilities and may connect to different networks depending on technology. Additionally, at the time of activation, T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. During the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP and/or lease entered into at the time of the original purchase. Please be advised that on August 17, 2016, T-Mobile issues a billing statement with the due date of September 9, 2016, in the amount of $102.82 which included monthly access charges and applicable taxes and fees from August 17, 2016, to September 16, 2016. Please note that as Ms. [redacted] did not remit a payment for the above bill, her service was suspended on September 18, 2016. T-Mobile regrets any inconvenience to Ms. [redacted] with regards to this. 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

November 25, 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 22, 2016, regarding the above-referenced account. 
 
We are saddened to have lost Mr. [redacted] as a customer and regret to hear that he had any concerns regarding his final balance due. T-Mobile records confirm that Mr. [redacted] canceled his account on October 15, 2016, when he ported his mobile numbers to another service provider.  Mr. [redacted]’s billing cycle ran from the 14th of one month to the 13th of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Mr. [redacted] was billed through November 13, 2016.
 
As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $102.67 for the pro-rated charges incurred from October 16, 2016, through November 13, 2016, leaving the balance due of $117.34 which consisted of monthly service charges from September 14, 2016, through October 15, 2016.
 
Please note that on November 21, 2016, Mr. [redacted] has accepted this offer and remitted a one-time payment in the amount of $117.34, leaving account closed with a zero balance and considers this matter resolved to his satisfaction.
 
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.
 
Christina S[redacted]
Executive Response

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

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]

May 4, 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 21, 2016 regarding the above-referenced account. We are glad to report to your office that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets hearing of Mr. [redacted]’ concerns with the billing of his account and T-Mobile’s 60 day dispute policy. Our records confirm that Mr. [redacted] activated his account on September 18, 2015, with mobile numbers ending in [redacted] and [redacted] and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and 10GB of data per line rate plan for $100.00 per month. Records further confirm that on September 20, 2015, the mobile number ending in [redacted] was canceled when the number was ported to a different service provider. It is important to note that an individual rate plan offering the same features the family rate plan selected by Mr. [redacted] has a monthly cost of $70.00. It is also important to note that T-Mobile will not proactively change an account’s selected rate plan without the billing responsible party or authorized users consent. Please be advised that upon speaking with Mr. [redacted] he advised us that he was not aware the mobile number ending in [redacted] had been canceled. As Mr. [redacted] did not contact T-Mobile to make changes to his account, his account remained subscribed to the family time rate plan mentioned above. As Mr. [redacted] mentioned in his correspondence to your office, customers are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Further review confirms that Mr. [redacted] canceled his account on April 20, 2016, when he ported his mobile number ending in [redacted] to a different service provider. Although it is T-Mobile’s position that Mr. [redacted]’ account has been properly billed based on the selected rate plan and features, on May 4, 2016, T-Mobile offered to refund Mr. [redacted]’ American Express card ending in 5006 in the amount of $150.00, which is equivalent to five months of the difference between a family rate plan and an individual rate plan. Please allow one to three business days for the funds to be available in Mr. [redacted]’ financial institution. 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

March 22, 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 March 15, 2016, regarding the above-referenced account. We are sorry to hear that Ms. [redacted] is having issues with her LG G3 handset. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. 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 on January 3, 2016, Ms. [redacted] processed a handset exchange for a replacement battery and on February 16, 2016, Ms. [redacted] received a replacement LG G3. Upon speaking with Ms. [redacted], she stated that she continued to have handset issues. In an effort to amicably resolve this matter, on March 22, 2016, T-Mobile sent Ms. [redacted] a new Samsung Galaxy S7 on our Equipment Installment Plan (“EIP”). On March 22, 2016, T-Mobile applied a courtesy credit of $394.31 to her account for the required down payment. Ms. [redacted] understands that she will be responsible for the 24 monthly EIPs of $12.67. T-Mobile also assisted Ms. [redacted] with a billing cycle close date change on her account. In addition, T-Mobile offered Ms. [redacted] the option to return her equipment to my attention in exchange for a credit of her remaining EIP balance of $93.39. The handset can be mailed to me at the following address: [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, battery, charger, and her account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the EIP balance will then be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than April 18, 2016 to take advantage of this offer. Ms. [redacted] accepted this as a resolution to this matter. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

July 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 17, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted] and appreciates the opportunity to respond to her concerns. T-Mobile records confirm that on March 12, 2016, Ms. [redacted] elected to activate the mobile numbers ending in [redacted] and [redacted]. Additionally, on March 12, 2016, Ms. [redacted] changed her price plan to the Simple Choice Family Unlimited Talk, Text and Unlimited Data rate plan that included four lines of service for $150.00 per month plus applicable taxes and fees.
Please be advised that Ms. [redacted]’s account was billed in arrears; as such, the monthly billing statements reflected services provided during the prior month. It is important to note that Ms. [redacted]’s account billing cycle began on the 20th day of the month and ended on the 19th day of the following month.
T-Mobile records confirm that Ms. [redacted] canceled her mobile numbers ending in [redacted], [redacted], and [redacted] on June 10, 2017, when she ported her mobile numbers to another service provider. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through June 13, 2017.
Please note that the payment of $436.69 made on June 10, 2017, was applied to services used and equipment payoff for the bill cycle of April 20, 2017, through May 19, 2017. The balance of $207.82 consists of charges for monthly services for the bill cycle of May 20, 2017, through June 19, 2017.
T-Mobile records confirm that Ms. [redacted] cancelled the mobile number ending in [redacted] on June 19, 2017. The final billing statement for the bill cycle of June 20, 2017, to July 19, 2017, reflected a balance due of $366.23, which included new charges of $158.41 for monthly service and a past due amount of $207.82.
In order resolve the matter amicably, T-Mobile credited the remaining balance on the account in the amount of $366.23, leaving the account closed with a zero balance.
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 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 877844-213-3926 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[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

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. And I have received the refund on Dec 22,2015.Sincerely, [redacted]

February 16, 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 January 30, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.   T-Mobile regrets that Mr. [redacted] had concerns with our previous resolution and we regret the typos in our previous response; we appreciate Mr. [redacted] bringing that to our attention.    On February 16, 2017, T-Mobile approved a refund in the amount of $25.00 that will be sent to Mr. [redacted]’s address of record.  Mr. [redacted] should allow up to ten business days for delivery of the refund.  Mr. [redacted]’s account remains closed with a zero balance.   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

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]

December 12, 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 No. XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 4, 2017, regarding the above-referenced prepaid number. T-Mobile is pleased to report Mr. [redacted]’ concerns have been resolved to his satisfaction.
We regret any inconvenience Mr. [redacted] experienced regarding a Mobile Device Unlock for his Apple iPhone 7 Plus handset. Please note Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’ account confirms that on November 30, 2017 we received a request for a Mobile Device Unlock for the device used on mobile number ending in [redacted], however, at that time the device was not eligible for a Mobile Device Unlock as $100.00 in refills had not been applied to the line.
Please be advised that on December 6, 2017, T-Mobile investigated the Apple iPhone 7 Plus handset unlock status, and determined it had already been unlocked previously. It is important to note, T-Mobile contacted Mr. [redacted] by email and confirmed the Apple iPhone 7 Plus handset unlock was processed successfully. Mr. [redacted] confirmed he had no additional concerns at this time. T-Mobile regrets any inconvenience to Mr. [redacted].
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]’ contact to our Customer Care team.

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.
Mathew G[redacted]
Executive Response

December 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 3, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding the purchase of accessories on his T-Mobile account. T-Mobile records indicate on September 10, 2016, Mr. [redacted] created a new Equipment Installment Plan which included the purchase of Sony 32 gigabyte (“GB”) micro SD memory card, a screen protector and a case for his Samsung J7. We regret any confusion to Mr. [redacted] at the time of activation regarding the accessories and the cost. Please note, at the time of activation, Mr. [redacted] received documentation supporting the purchase of the three accessories on our Equipment Installment Plan. However, in an effort to amicably resolve this matter, T-Mobile has agreed to credit the remaining cost of the three accessories. As such, T-Mobile has applied a credit of $96.20 to Mr. [redacted]’s open Equipment Installment Plan which has applied to the accessories directly. As such, Mr. [redacted]’s accessories have no remaining balance and remain his to keep. 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response