T-Mobile Usa Inc

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]

March 21, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 8, 2017, regarding the above-referenced account.    T-Mobile regrets any confusion to Mr. [redacted] regarding his handset upgrades and billing. T-Mobile records indicate that on May 26, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note 5 handset.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.    Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $29.59.   T-Mobile records confirm that on November 2, 2016, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand upgrade program by leasing an LG Stylo 2 Plus handset. Please be advised that JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgrade.  The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage.  If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into. As Mr. [redacted]’s Samsung Note 5 handset was not set up with JUMP! On Demand when he traded the handset in to T-Mobile for the LG Stylo 2 handset, the Samsung Note 5 handset continued to be billed monthly. It is important to note that Mr. [redacted] did however receive a credit to his account on January 5, 2017 Please be advised that on March 21, 2017, T-Mobile removed the Samsung Note 5 handset from Mr. [redacted]’s account. Additionally, T-Mobile applied credits totaling $118.36 for the EIP associated with the Samsung Note 5 handset for the last four billing cycles bringing the account balance to $40.67 which is due by April 7, 2017. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response

April 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 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 billing concerns Mr. [redacted] may have and appreciates the opportunity to respond to his concerns. T-Mobile records indicate that Mr. [redacted] was subscribed to our Simple Choice Family Match 6GB promotional rate plan with four lines for $120.00. Following a conversation with our Customer Care on March 3, 2017, Mr. [redacted] selected our T-Mobile ONE rate plan for $180.00 for four lines of service. It is important to note the Mr. [redacted] was enrolled in paperless billing, at this time which allows customers to view the last twelve billing statements online at www.t-mobile.com.
Additionally, T-Mobile records indicate Mr. [redacted] purchased and leased three Apple iPhone 7 Plus handsets and a ZTE 4G LTE Hotspot device using our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) lease offerings.
Accordingly, on March 20, 2017, Mr. [redacted] was sent a notification to his e-mail address to review his billing statement. Mr. [redacted] was assessed charges in the amount of $331.08 which consisted of monthly recurring charges, equipment charges, and applicable taxes and fees, from March 20, 2017, through April 19, 2017, and was due on April 1, 2017.
Following a conversation with Mr. [redacted] on April 8, 2017, T-Mobile confirmed the mailing address and unenrolled Mr. [redacted] from paperless billing. Should Mr. [redacted] choose to re-enroll in paperless billing, he may either access his account portal at my.t-mobile.com or contact our Customer Care at 800-937-8997. 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.
Ronnie A[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:Mr. G[redacted]’ reply had several mistakes. As Mr. G[redacted] stated, two free lines were added to my account. The original free lines which were added to my account were voice line ending in [redacted] and data line ending in [redacted]. As stated in my original complaint, that same weekend, I decided that I requested the Loyalty department to add a second voice line inead of the data line. I was told that because the promotion had already been set up, cancelling the data line would void the entire promotion. The Loyalty department representative informed me that she would change the data line to an "On Demand" line and that I would not be charged and requested that I return the tablet upon receipt. She also went ahead and added the second voice line and phone (line ending in 9853 but was then the number was changed to line ending in [redacted]). Despite being promised that the credits would take 1-2 billing cycles, across 5 billing cycles now, I have been charged $109.17 and $4.16 on line [redacted] for plan and equipment charges, respectively. I have been charged $123.49 of plan charges on line 9853/[redacted]. I have been charged $7.67 and $50 on line [redacted] for plan and equipment charges, respectively. I have attached a spreadsheet detailing the charges. The only “Friends & Family” credits I see on my account are for $25 and $19.17 on 12/14/17 and 1/27/17, respectively. I am still owed back credits and Mr. G[redacted] stated in his reply that “in our review of Mr. [redacted]’s account we have found that his eligible lines are receiving the applicable bill credits”, on my latest bililng cycle ending 4/10, I was still being charged for these lines. I have called Mr. G[redacted] over 10 times over 2 weeks and have left voicemails and have yet to receive a reply. Sincerely,
[redacted]

February 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 6, 2016, regarding the above-referenced account. T-Mobile records confirm that the billing responsible party is [redacted] and he has designated [redacted] as an authorized user to his account. T-Mobile regrets any misunderstanding Ms. [redacted] experienced with our Carrier Freedom offer. Under the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”). In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection. T-Mobile regrets any misunderstanding regarding the reimbursement process. It is important to note that at the time of activation Mr. ** participated under T-Mobile’s EIP when purchasing an Apple iPhone 6S 16GB and a Certified Open Box (“COP”) Samsung Galaxy S5 16GB device. At the time of purchase Mr. ** traded in two HTC M9 devices and an Apple iPhone 5 device in which he received trade-in credits totaling $547.00 that were applied toward the equipment purchased at the time of activation. Mr.** paid the amount of $27.12 toward the above mentioned devices, leaving a balance of $542.84. Mr. ** agreed to pay the amount in monthly payments of $22.82 during the following 24-monthly installments. In review of Mr. **’ account, our records confirm that the original submission was received under mobile number ending in [redacted] which was not a qualifying number, and as such the submission was declined. As stated in Ms. [redacted]’s correspondence, she has confirmed the delivery of the reimbursements totaling $590.84 and as such the total carrier freedom credit and reimbursement issued by T-Mobile totals the amount of $1,137.84. It is T-Mobile’s position that reimbursements have been issued accordingly. On February 17, 2016, T-Mobile contacted Ms. [redacted], and reviewed the device trade-in credits which were used as the down payments toward T-Mobile’s purchased devices. Based on the confusion and misunderstanding Ms. [redacted] may have experienced as an additional gesture of goodwill T-Mobile agreed to issue a credit of $246.67 covering the monthly recurring charges reflecting on the billing statement dated February 7, 2016. T-Mobile is pleased to inform your office that Ms. [redacted] has accepted the credit as resolution. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with her Samsung Galaxy S5 device, as stated above the purchase was for a COB device which carries a 90-day limited warranty from the time of purchase. As of the date of this letter the limited warranty to Ms. [redacted]’s Samsung Galaxy S5 has expired. Please note that prior to any device replacement whether the device is or is out of the limited warranty period provided by T-Mobiles, we [redacted]empted to troubleshoot to determine if there is a possibility of a device or network related issue. Regretfully upon speaking to Ms. [redacted], she declined the troubleshooting steps instructed. Although Ms. [redacted] does not fall within the limited warranty terms, as a final gesture of goodwill, T-Mobile has agreed to replace her non-working Samsung Galaxy S5 device with a new Samsung Galaxy S5 device. Ms. [redacted] must return the non-working Samsung Galaxy S5 to my [redacted]ention in like-new condition. Failing to return the device will result in a $300.00 non-return fee being assessed toward the account. The handset may be returned to the following address: [redacted] T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, battery, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the device. Please be advised if the full kit is not returned such as the charger a $40.00 restocking fee will be assessed to the account. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and a $300.00 fee for the new Samsung Galaxy S5 device will be remain on her T-Mobile account. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than March 3, 2016. Should Ms. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid. Please note that Ms. [redacted]’s new Samsung Galaxy S5 carries a one-year limited warranty, provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program. It is important to note that future device related concerns will follow the terms of the Handset Exchange program which require troubleshooting steps prior to confirming replacement qualification. 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. Sacny A[redacted] Executive Response

February 10, 2016
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 January 29, 2016, regarding the above-referenced account. 
T-Mobile regrets that Mr. [redacted] had concerns with his account and with his recent Customer Care experiences.  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 teams.
Please be advised that T-Mobile spoke with Mr. [redacted] on February 5, 2016 and at that time his main concern was information that was documented on his account.  In an effort to assist Mr. [redacted] with his concerns and to ensure he receives a better Customer Care experience, T-Mobile updated the information on his account and assured him that he may continue to contact Customer Care over the phone; at this time.
T-Mobile confirmed that Mr. [redacted] is being billed accurately and that he is only being charged for two handsets that are being leased, and used, on his account.  On November 23, 2015, Mr. [redacted] opted to participate in our JUMP! On Demand leasing option with the lease of a Samsung Grand Prime handset for $9.50 per month and on December 24, 2015 he elected to lease an Apple iPhone 6S Plus 16GB Gold handset for $31.00 per month.  T-Mobile confirmed that both handsets are currently in use on Mr. [redacted]’s account.
T-Mobile reviewed Mr. [redacted]’s last six months of billing statements, and his current call history, and we can confirm that he has not been charged for any international calls for those billing statement and for the unbilled usage on account.  In addition, FaceTime is a data based Apple application; if a T-Mobile customer uses FaceTime they will not be charged for international calls as this feature is not a calling feature.  FaceTime may use a customer’s high speed data allotment although use of this application will not generate charges to a customer’s billing statement.
Mr. [redacted] mentioned in his correspondence to your office that T-Mobile Customer Care Representatives made unauthorized changes to his account, this was not something that he wished to discuss when we contacted him on February 5, 2016 and we are unable to validate this statement as our records indicate that any changes that were made to Mr. [redacted]’s account were requested by him.  If Mr. [redacted] has any specific changes that he would like us to investigate, he may contact me directly at my number below and we will conduct a thorough investigation into his concerns.
T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he 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

November 10, 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 2, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her recent handset purchase. Our records confirm that on October 1, 2016, Ms. [redacted] processed an order for an Apple iPhone 6 handset using our Equipment Installment Plan (“EIP”) program at a reduced promotional price. Ms. [redacted] was not required to remit a down payment, and she agreed to 24 monthly installments in the amount of $13.75. Regrettably, due to inventory availability, the shipping date of the device was scheduled between December 3, 2016, and December 27, 2016. Our records confirm that Ms. [redacted] attempted to place an order for a different device on November 1, 2016; however, the promotional pricing was no longer available. In an effort to amicably resolve Ms. [redacted]’s concerns, on November 5, 2016, T-Mobile cancelled the order placed on October 1, 2016. T-Mobile placed an order for Ms. [redacted] for an Apple iPhone 6S using our EIP program. T-Mobile has applied a credit in the amount of $200.00 towards the cost of the device, and Ms. [redacted] has agreed to 24 monthly installments in the amount of $13.74 for the remaining balance. In Ms. [redacted]’s correspondence, she indicated that she was billed for a CellSpot device. Our records confirm that on December 9, 2014, Ms. [redacted] contacted T-Mobile regarding coverage issues. In an attempt to resolve Ms. [redacted]’s concerns T-Mobile issued a CellSpot Signal Booster to her, for use with the line of service ending in [redacted]. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a non-return fee that is assessed to the account. On September 27, 2016, Ms. [redacted] cancelled her line of service ending in [redacted], and was required to return the T-Mobile CellSpot Signal Booster to T-Mobile within 30 days. Regrettably, our records indicate that the device was not received within this timeframe, and on October 28, 2016 a non-return fee of $99.00 plus tax, totaling $105.93, was assessed to the account. However, on November 9, 2016, T-Mobile confirmed that the device was received by T-Mobile, and a credit in the amount of $105.93 was issued to the account. Ms. [redacted]’s account remains active, with a balance of $94.97. Ms. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. 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. Chris P[redacted] Executive Response

October 27, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 24, 2016 regarding the above-referenced account. 
 
We regret to hear that Mr. [redacted] has additional concerns regarding the account.   T-Mobile records indicate that on September 9, 2016 that Mr. [redacted] ordered three separate Apple iPhone 7’s via www.T-Mobile.com.  The first device, an Apple iPhone 7 256 GB Black, was returned to T-Mobile on September 27, 2016 and the amount paid at signing of $267.99, which represents a down-payment of $199.99 and applicable tax of $68.00, was refunded to the original form of payment.  The second device, an Apple iPhone 7 Plus 128 GB Jet Black, was delivered to Mr. [redacted] on October 17, 2016.  Mr. [redacted] paid $939.59 for this device, which represents the full retail cost of the device of $869.99 and applicable tax of $69.60.  The order for the third device, an Apple iPhone 7 256 GB Jet Black, was cancelled on October 1, 2016 at Mr. [redacted]’ request.
 
Please be advised that device unlock codes are available to customers who meet our eligibility requirements.  Upon review of Mr. [redacted]’ unlock request, it was not approved as there were criteria he failed to meet including the device not having usage on the mobile number requesting the unlock.
 
However, on October 27, 2016, in an effort to amicably resolve the matter, the device was unlocked and complete instructions were emailed to Mr. [redacted] at the email address included in your correspondence.  We regret any inconvenience Mr. [redacted] may have experienced as a result of this matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our [redacted]ention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

August 11, 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 August 4, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has not designated [redacted] as an authorized user of the account. However, upon contacting Ms. [redacted], T-Mobile spoke with her regarding Mr. [redacted]’s concerns. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile sincerely regrets any concerns Ms. [redacted] has experienced regarding her account. 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. T-Mobile records confirm that Ms. [redacted] activated her T-Mobile account on October 10, 2016, at which time she agreed to the $100.00 Simple Choice North American Unlimited Talk, Text, Plus 10GB Data rate plan. At the time of activation Ms. [redacted] also accepted the $10.00 JUMP! feature on her account which includes premium handset protection. Please note T-Mobile has no record of Ms. [redacted] requesting this feature be removed prior to her contacting us on August 3, 2016. As Ms. [redacted] may be aware, T-Mobile’s handset insurance feature is offered by Assurant, a third-party vendor. As Ms. [redacted] had equipment protection on the account, she had the choice to process a claim through Assurant. When a claim is filed a deductible is charged by Assurant. Please be advised that Assurant has Terms and Conditions separate from T-Mobile. Additionally, Assurant sets the price of the deductible not T-Mobile. Any questions regarding Assurant’s policies or processes need to be directed to Assurant, who can be reached at 1-866-866-6285 or online at www.myphpinfo.com. Nevertheless, in an effort to amicably resolve this matter, on August 10, 2016, T-Mobile agreed to ship Ms. [redacted] a replacement like-new LG Stylo device to the billing address on file at no cost to her. Ms. [redacted] should expect to receive her equipment within four to seven business days. Upon speaking with Ms. [redacted] she accepted this as full resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

April 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted], [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 29, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’ concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated his service on September 16, 2016, subscribed to the T-Mobile ONE @Work rate plan for business accounts, and attempted to take advantage of the following promotions:
• 2016 iPhone 7 Trade-Up promotion; and
• 2016 Friends and Family 2 lines On Us
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 9, 2016 through September 25, 2016, 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. 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 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. Customers who traded-in the iPhone 5 or 5S model would receive the phone at a final cost of $250.00.
T-Mobile records indicate Mr. [redacted] initiated an order on September 18, 2016 for four iPhone 7 handsets with the trade-in of two iPhone 6, one iPhone 5, and one iPhone 5S handsets. Please be advised however per an inadvertent error, Mr. [redacted]’ original order was cancelled and his handsets re-ordered on September 26, 2016; as such, Mr. [redacted] did not receive the above-described monthly EIP bill credits.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE @Work rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. Upon review of Mr. [redacted]’ account however, at the time of activation the chosen rate plan was eligible for a 4th line free; as such, he was only eligible to add one more line for a total of two free lines. It is T-Mobile’s position Mr. [redacted] is being credited correctly.
In an effort to amicably resolve Mr. [redacted]’ concerns however, T-Mobile waived the remaining EIP balances of his four iPhone handsets, which will reduce his monthly billed charges. Mr. [redacted] accepted this offer as resolution. 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.
Kimo C[redacted]
Executive Response

November 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 6, 2016, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] has concerns regarding her Apple iPhone 5 handset. T-Mobile records indicate that on July 29, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Certified Out of Box Apple iPhone 5 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24-monthly installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $24.00 and agree to a series of 24-monthly installments in the amount of $10.66. Ms. [redacted] has a $10.00 Assurant Premium Handset Protection insurance feature selected for each of her two lines of service. The PHP is a service that provides an extended warranty. It includes insurance coverage for accidental damage and lost/stolen protection, with a claim and paid deductible. Handset exchanges through T-Mobile’s Handset Exchange Program are processed for a $5.00 Service Warranty Processing fee, as needed. In an effort to resolve this matter amicably, T-Mobile has agreed to ship Ms. [redacted] a like-new Apple iPhone 6 64 GB handset for use with her mobile number ending in 0099. The account balance of $131.10 includes monthly recurring charges, an EIP charge and applicable taxes from the October 28, 2016, billing statement. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

May 13, 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 Name: [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 9, 2016 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any dissatisfaction Ms. [redacted] encountered with our service. Our records indicate on March 5, 2016, Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) with purchase of a Samsung Galaxy S 6 Edge Plus 32GB Gold device and chose to add Premium Handset Protection (“PHP”) insurance at $10.00 per month. Although there is insurance for the handset in question, the non-working handset may be eligible for replacement through the Limited Warranty via our Handset Exchange Program. As such, on May 2, 2016, Ms. [redacted] contacted our Customer Care to report the various issues with her device. After the proper troubleshooting was completed, it was determined that his device needed to be replaced. At the time, Ms. [redacted] declined our offer to exchange her device under the warranty as she may receive a “like new” device and could not be guaranteed a brand new device. Please note, T-Mobile does not manufacture the devices and cannot guarantee a brand new device replacement under the Limited Warranty via our Handset Exchange Program. We regret any inconvenience Ms. [redacted] experienced with her device. T-Mobile further regrets Ms. [redacted] loss of her contacts. Please note smartphone devices have several ways to back up important information such as contacts and photos. In Ms. [redacted] case, her Samsung Galaxy S 6 Edge Plus device has the option to move device contacts not already saved to her Google or Samsung account among others. Ms. [redacted] may contact our Customer Care at 800-937-8997 or log on to our website at www.t-mobile.com for furthers steps and options to back up her data. Nonetheless, in an effort to amicably resolve Ms. [redacted] concerns, on May 11, 2016, T-Mobile provided a brand new Samsung Galaxy S 6 Edge Plus 32GB Gold device at no additional cost. We simply requested she returns her non-working device to T-Mobile in exchange. Also, Ms. [redacted] agreed that in the future should her device encounter issues, she can process an exchange under our Handset Exchange Program, however it cannot be guarantee the replacement will be a brand new device. Ms. [redacted] accepted the new device and the exchange program terms 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. Sal O[redacted] Executive Response

January 18, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
 To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence January 4, 2018, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her bill confusion and concerns with our Netflix On Us offer. Presently, Ms. [redacted] subscribes to our T-Mobile ONE All-In family rate plan for $130.00 per month which covers her first two lines of service. Ms. [redacted] is assessed a monthly add-a-line fee for the mobile numbers ending in [redacted] which is $25.00 per month per line of service, $25.00 Mobile Internet 2 Gigabyte (“GB”) rate plan for the mobile number ending in [redacted], Premium Handset Protection insurance bundle for $12.00 per month per line of service for the mobile number ending in [redacted], our Premium Handset Protection insurance bundle for the mobile number ending in [redacted] for $10.00 per month, T-Mobile ONE Plus feature for $10.00 per month for mobile number ending in [redacted] and our Stateside International Talk feature for $15.00 per month on mobile number ending in [redacted]. Therefore, Ms. [redacted]’ monthly recurring charges are $301.00 before any applicable taxes.
T-Mobile records indicate on December 11, 2017, Ms. [redacted] contacted Customer Care and had the T-Mobile Stateside International Talk feature added to her mobile number ending in [redacted]. However, on January 10, 2018, T-Mobile contacted Ms. [redacted]’ via telephone and at the time of our conversation she elected to remove the international feature. We do regret any miscommunication regarding her international feature
Ms. [redacted] presently has eight active Equipment Installment Plans (“EIP”) which total a monthly installment charge of $165.47. Ms. [redacted]’ monthly recurring charges and EIP charges total $466.47 before any applicable discounts and usage charges.
Please be advised that beginning September 12, 2017, T-Mobile offered customers a Netflix streaming subscription and Family Allowances on us when they have two or more lines on a qualifying T-Mobile ONE Voice tax inclusive rate plan. With this offer customers get a Netflix Standard plan up to $10.99 per month which provides the ability to stream on up to two screens at the same time with HD video streaming and access to unlimited movies and TV shows on a laptop, TV, phone, or tablet. Along with the Netflix subscription, our Family Allowances feature is included which offers a variety of talk and text management controls for parents, which can be managed online at www.myT-Mobile.com.
Please note that the Netflix Standard plan lets customers stream on two devices at a time. Any device can sign in and use the account; however, only two of them are able to stream at the same time. As Ms. [redacted] indicates she would like to stream to four devices at a time, she will need to login to her Netflix account and change her plan from the Standard plan to the Premium plan. The difference between the price of the Netflix Standard plan and the Netflix Premium plan will be reflected on Ms. [redacted]’ T-Mobile billing statement.
Ms. [redacted]’ Netflix eligibility was added to her account on December 11, 2017. Per Ms. [redacted] communication, she has been able to take advantage of our Netflix offer. At the time of our conversation with Ms. [redacted] she confirmed that she could successfully set up her Netflix On Us account. Furthermore, T-Mobile provided Ms. [redacted] the instructions of how to upgrade her Netflix package should she wish to pay the difference between the Standard plan which is covered by T-Mobile and the Premium plan.
In review of Ms. [redacted]’ past three billing statements, her account has been charged for third-party download charges from the “[redacted] Play” store on her mobile number ending in [redacted]. Ms. [redacted] billing statement dated December 7, 2017, included $25.44 of download charges assessed to her mobile number ending in [redacted], and the previous billing statement dated November 7, 2017, included a $29.95 download additional charge for mobile number [redacted].
It is T-Mobile’s position that Ms. [redacted]’ has been charged according to her rate plan, features selection, equipment charges, and her bill variance is due to her third-party charges associated with her mobile number ending in [redacted]. We do apologize for 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]

May 4, 2016
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 25, 2016, 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 the promotional credits offered for his trade-in handsets.  Please be advised that Assurant reported that the Apple iPhone 5 handset with International Mobile Equipment Identifier (“IMEI”) number [redacted] was blocked, which makes the handset ineligible for the promotional credits.  T-Mobile records indicate that a credit in the amount of $80.00 was issued to Mr. [redacted]’s account for the promotional credits on March 17, 2016.  On May 3, 2016, T-Mobile issued an additional credit in the amount of $352.00 to Mr. [redacted]’s account for the remaining promotional credits that he would have received for both handsets over an 18 month period.  At this time, Mr. [redacted] received credits totaling $432.00 to his account in lieu of the monthly promotional credits. 
T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he 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 30, 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 April 18, 2017, from Mr. [redacted] regarding the above-referenced account. Please be advised the account holder of record is [redacted]., and that Mr. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding this account. Our records confirm that the above-referenced account was activated on August 17, 2015, and currently has four active lines of service. On August 17, 2015, our JUMP! On Demand (“JOD”) lease program was used to lease an Apple iPhone 6 Plus on the [redacted] line of service, and two Apple iPhone 6 handsets for the [redacted] and [redacted] lines of service. An 18 month lease period was required for these handsets. At the end of the 18 month lease period, the handsets would need to be returned to a T-Mobile retail location in good working order, or a payment would need to be for the respective purchase option price. Please note that the leases for the above-referenced handsets have been closed, as the 18 month lease period has expired.
On September 21, 2015, our JOD lease program was used once again to lease an Apple iPhone 6S Plus handset. On November 3, 2015, a second Apple iPhone 6S plus handset was leased, followed by a third Apple iPhone 6S plus on November 23, 2015. T-Mobile records confirm that on March 1, 2017, our Equipment Installment Plan (“EIP”) program was used to purchase two Apple iPhone 7 handsets. A down payment in the amount of $97.99 for each handset was required, and 24 monthly installments in the amount of $28.00 per handset were accepted. Please note that an EIP cannot be converted to a JOD lease program. It is important to note that at the time of the March 1, 2017 lease, the iPhone 6S Plus leased on September 21, 2015, was to be returned to T-Mobile. Upon receipt of the handset, the associated lease would be closed. Regrettably, however, our records confirm that the handset has not been received as returned to T-Mobile. As such, the JOD lease for the handset remained active.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 25, 2017, T-Mobile closed the JOD lease for the Apple iPhone 6S Plus that was leased on September 21, 2015. A credit in the amount of $62.00 was issued at that time for billed JOD lease payments. Additionally, on April 25, 2017, T-Mobile issued a credit to the account in the amount of $355.68 for the purchase option prices for the JOD leases on the lines of service ending in [redacted] and [redacted]. Finally, on April 25, 2017, T-Mobile issued a credit to the above-referenced account in the amount of $317.20 for the device down payments and taxes remitted on March 1, 2017. The account remains active, with a balance of $568.86 at this time. Mr. [redacted] may contact Customer Care at 800-937-8997 or visit http://www.myT-Mobile.com to arrange for payment of the balance owed. T-Mobile regrets any inconvenience Mr. [redacted] 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.
Chris P[redacted]
Executive Response

April 11, 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] ** [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 3, 2017, regarding the above-referenced account. T-Mobile records confirm the account holder of record is [redacted] ** [redacted] and [redacted] has been designated as an authorized user on the account.
T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channels. We regret any concerns Mr. [redacted] has experienced regarding the T-Mobile ONE 4th Line Free offer and the 2016 September iPhone 7 T-Mobile ONE offer.
According to our records on September 28, 2016, Mr. [redacted] activated the above referenced account with mobile numbers ending in [redacted] and [redacted] during the T-Mobile ONE 4th Line Free promotional period. This promotion provided customers the 4th line free under T-Mobile ONE reducing the cost of a four line account to $35.00 per line per month via a promotional bill credit to cover the cost of the 4th line monthly recurring charge.
Our records confirm that on December 27, 2016, the account was successfully enrolled into the T-Mobile ONE 4th Line Free offer, making it eligible for a monthly $20.00 promotional bill credit to cover the 4th line. Additionally, as the account is enrolled to AutoPay, it is also eligible to receive monthly bill credits of $5.00 per line totaling $30.00 monthly for Mr. [redacted]’ six lines of service.
On September 28, 2016, Mr. [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of three iPhone 7 32 gigabytes (“GB”). At the time of purchase, a down payment was not required; yet, Mr. [redacted] remitted a payment of $143.98 for the taxes on the retail price of the devices and a series of 24 monthly installments in the amount of $81.27 ($27.09 per handset) were accepted.
Please be advised that from September 26, 2016, for a limited time, T-Mobile offered the 2016 September Apple iPhone 7 T-Mobile ONE offer whereby new and existing customers could trade-in their fully paid off iPhone 6s and receive a new iPhone 7 purchased under EIP, for $100.00 via EIP bill credits to their accounts. There were several eligibility requirements for this promotion and review of the account confirms that it was eligible for the promotion.
After further review of Mr. [redacted]’ device trade-ins associated to the above mentioned offer, T-Mobile found that only two were processed into our warehouse. Therefore, as of March 13, 2017, credits totaling $455.00 for the trade-in value of both devices were posted to the account. On March 14, 2017, and although T-Mobile had no record of receipt of a third device trade-in, as a courtesy, a credit of $410.00 for the trade-in value of a third device was posted to the account. As of April 5, 2017, the account reflects a credit balance of $541.31. Because a trade-in was required to qualify for the 2016 September Apple iPhone 7 T-Mobile ONE offer, Mr. [redacted] was not enrolled in the promotion for his third line of service ending in [redacted]. In addition, and due to an inadvertent error, the second line ending in [redacted] was not properly enrolled in the promotion.
However, in an effort to amicably resolve this matter, on April 6, 2017, T-Mobile agreed to close and credit the EIP of two iPhone 7 32GB devices that were not enrolled in the promotion therefore fulfilling the 2016 September Apple iPhone 7 T-Mobile ONE offer for these devices. Mr. [redacted] will receive promotional EIP bill credits of $11.87 per month for the remaining iPhone 7 handset under the line ending in [redacted] as it is properly enrolled into the 2016 September Apple iPhone 7 T-Mobile ONE offer.
Additionally, on April 6, 2017, pursuant to Mr. [redacted]’ request, T-Mobile changed his rate plan to T-Mobile ONE Taxes Included rate plan which will total $205.00 per month for his five voice lines of service. Mr. [redacted] understands that by changing his rate plan he will no longer be eligible for the T-Mobile ONE 4th Line Free offer. Also, pursuant to Mr. [redacted]’ request, the mobile internet line ending in 1076 was changed to T-Mobile ONE Tablet Taxes Included data rate plan for $75.00 per month. However, Mr. [redacted] will receive a mobile internet discount of $50.00 per month so long as he maintains at least one active voice line on his account, reducing his mobile internet rate plan to $25.00 per month.
In addition to the above mentioned EIP’s for the iPhone 7 of $27.09, Mr. [redacted] also has four additional active EIP’s that total $37.10 per month. Mr. [redacted] than receives additional promotional bill credits totaling $30.84 for the 2016 November Samsung Tablet On Us offer and the 2016 Sept T-Mobile ONE Affordable Smartphone On Us offer. Please be advised that Mr. [redacted]’ therefore will continue to receive a total of $122.71 in promotional bill credits and AutoPay discounts reducing his estimated monthly recurring charge to $221.48 including all EIP monthly installments on the account and after all promotional bill credits have been applied.
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

Complaint: [redacted]
I am rejecting this response because:Chris L[redacted] sent me an email on may 5th and offered to exchange the cellphone at no cost. I replied to his email the same day and called him everyday after that and could not talk to him. I left him 5 voice mails. I have not heard back from him ever since.
I do not consider this complaint as resolved.
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]

May 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 May 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. ** may have experienced regarding the billing on his T-Mobile account. T-Mobile records indicate that on August 22, 2015, Mr. ** qualified for and took advantage of our JUMP! On Demand program (“JOD”) offering with the leasing option for three Apple iPhone 6 16GB handsets. Should JOD customers choose to retain the device at the end of the 18 month lease period, they are provided with a lease Purchase Option Price (“POP”) to own the device; the POP amount is disclosed at the time of lease signing.
As an additional courtesy to customers such as Mr. **, in early 2017, T-Mobile began offering customers with a JOD lease nearing maturity the option to disburse their POP amount over a no-interest, nine month installment plan. Please note that this offering is known as the Purchase Option Installment Plan (“POIP”). Our POIP offering has been overwhelmingly successful; we do regret any inconvenience that Mr. ** has experienced regarding this matter.
Upon further review of Mr. **’s account, our records reflect that on February 22, 2017, Mr. ** accepted a POIP with the following terms: $10.25 for taxes owed on the POP for the lines ending in [redacted] and 1654, and a series of nine monthly installments in the amount of $10.25 was added to his monthly billing statement. Due to an inadvertent error, on the February 22, 2017 billing statement, when Mr. ** attempted to enter into a POIP, Mr. ** was unintentionally charged for the entire POP amount of $175.17 for the three devices mentioned above versus the immediate tax rate quoted above. Furthermore, Mr. **’s account continued to enroll in a POIP.
T-Mobile spoke with Mr. ** on May 15, 2017, and confirmed that he was refunded the payment of $692.12 on March 23, 2017, back to his bank account. T-Mobile has also confirmed that Mr. ** has no active JOD or POIP on his account. Mr. **’s account remains active with a zero balance as the date of this letter. T-Mobile confirmed with Mr. ** this was a satisfactory resolution to his concerns. T-Mobile regrets any inconvenience to Mr. ** 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.
Amor M[redacted]
Executive Response

September 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 August 23, 2017, regarding the above-referenced account.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile records confirm the above account was activated on August 14, 2017 at which time Ms. [redacted] made a payment of $102.07. This payment included a $75.00 security deposit as well as a $25.00 T-Mobile SIM Starter Kit, plus sales tax. Please note that the T-Mobile SIM Starter Kit is non-refundable and the security deposit is refunded when the service has remained active in good standing for 12 months, or the account is canceled; upon cancellation, the security deposit is applied to any outstanding account balance and any remaining amount is then refunded.
Also on August 17, 2017, Ms. [redacted] agreed to participate in the JUMP! On Demand lease option for a T-Mobile REVVL handset. There was no amount due at signing and Ms. [redacted] agreed to 18 monthly payments of $5.41 plus applicable sales tax. When this device was returned on August 17, 2017, the lease was closed, however since no payment had been collected no refund was due. Additionally, the account was not canceled therefore the security deposit was not released. T-Mobile truly regrets any confusion in regards to the payment made at the time of activation and the lack of a refund being issued for the equipment that was returned.
In order to provide Ms. [redacted] with a truly Un-carrier experience, T-Mobile issued a reimbursement in the form of a prepaid debit card in the amount of $102.07. The reimbursement was processed on August 29, 2017 and Ms. [redacted] can expect to receive it within 7 – 10 business days from that date.
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.
Liana G[redacted] Executive Response