T-Mobile Usa Inc

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]

I'm writing you to let you know that the complaint [redacted] has been meanwhile positively resolved by the company. I thank you for being there, as without you I'm sure the company wouldn't have responded so fast and favorably to me.   Regards, [redacted]

August 25, 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 17, 2017, regarding the above-referenced account.    T-Mobile regrets any billing concerns Ms. [redacted] has experienced.  T-Mobile records indicate Ms. [redacted] completed two JUMP! 2 upgrades with the following purchases using our Equipment Installment Plan (“EIP”) offering;   A Samsung Galaxy S7 Edge handset on April 28, 2017, for the mobile number ending [redacted], with 24 monthly installments of $20.00;a trade-in of a Samsung Galaxy Note 5 handset, with the estimated JUMP! 2 trade-in value of $262.44;A Samsung Galaxy S7 Edge handset on May 6, 2017, for the mobile number ending 1067, with 24 monthly installments of $18.00;a trade-in of an LG V10 handset, with the estimated JUMP! 2 trade-in value of $224.99.  The JUMP! 2 features provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.  Please note that the JUMP! 2 trade-in credits were to be applied to the remaining associated EIP balance upon T-Mobile’s receipt of the handsets in like new condition. On May 14, 2017, T-Mobile received the Samsung Galaxy Note 5 handset and the LG V10 handset, and the EIP associated with the Samsung Galaxy Note 5 handset was closed in the amount of $262.44.  Regretfully, due to an inadvertent error, the credit for the LG V10 handset was not issued to the EIP and continued to bill normally.   Following a conversation with our Customer Care department on June 7, 2017, T-Mobile closed the EIP associated with the LG V10 handset in the amount of $199.99, and issued a credit of $25.00 towards the billed monthly charged for the LG V10 handset.  Regrettably, due to an administrative error, the credit of $199.99 was not issued to absorb the charges of the manually closed EIP.    In an effort to resolve Ms. [redacted]’s concerns, on August 19, 2017, T-Mobile issued a credit of $199.99 toward the charges associated with the LG V10 handset.  Additionally, T-Mobile also issued a credit of $5.00 for late fee incurred due to the error.  As of the date of this letter, the EIPs associated with the Samsung Note 5 handset and the LG V10 handset remain closed, and Ms. [redacted]’s account reflects a balance of $269.35 due on September 2, 2017.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate the opportunity to address 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.   Ronnie A[redacted] Executive Response

May 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]. [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 1, 2017, regarding the above-referenced account. Please be advised that T-Mobile made several attempts to contact Ms. [redacted] to the number and email address she provided in her correspondence to your office. T-Mobile called Ms. [redacted] on April 17, 2017, April 19, 2017, April 24, 2017, April 27, 2017, and May 4, 2017. In addition, T-Mobile sent an email to Ms. [redacted] to the same email address she provided in her correspondence to your office on April 17, 2017. Unfortunately, our attempts to contact Ms. [redacted] have been unsuccessful, as such; T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
As previously mentioned in our correspondence to your office dated April 27, 2017, Ms. [redacted]’s final billing statement dated March 10, 2017, reflected a balance in the amount of $64.80 due by April 2, 2017.
Although it is T-Mobile’s position that the balance was valid and owed, in an effort to amicably resolve this matter, on May 4, 2017, T-Mobile processed a refund for Ms. [redacted]’s last payment to T-Mobile in the amount of $64.80 to the same method of payment, MasterCard ending in 0008. Please allow three to five business days for the funds to reflect on Ms. [redacted]’s financial institution. T-Mobile appreciates the opportunity to respond to Ms. [redacted] 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. [redacted].
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. Sincerely, [redacted]

Revdex.com: I am satisfied with T-Mobiles resolution in this matter. I want to add that I was not informed of the expiration date of the $200 credit per line promotion when I originally called to inquire about beginning service. I was offered said promotion and other incentives to switch my existing phone carrier to T-mobile. When I had switched to T-mobile, I was told I was not eligible for promotion stated when I originally called 1/4/17. In addition, when I called the following day, I was informed that I would not be eligible for the promotion I had discussed the previous day! I do recommend T-mobile educate their employees on current promotions, and full disclosure when soliciting new customers. I do not want to believe a company such as T-mobile condones nefarious business practices such as bait and switch.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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

your correspondence dated April 9, 2017, regarding the above-referenced file number. Please note that the account holder of record is Ms. [redacted] and that she has not designated Ms. [redacted] as an authorized user of her account.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting Ms. [redacted] regarding her correspondence to your office. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care at 1-800-937-8997.
Additionally, the account holder may have one of the authorized users on the account contact me at the number below to discuss this matter further. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted] Executive Response

December 1, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 24, 2016, regarding the above-referenced account.  T-Mobile attempted to reach Ms. [redacted] without success.
 
T-Mobile regrets that Ms. [redacted] has concerns with a refund that she requested.
 
Based on the information that we received, T-Mobile is unable to locate Ms. [redacted]’s account.  It is T-Mobile’s intention to work to resolve this matter with Ms. [redacted].  T-Mobile requests that Ms. [redacted] email me at [redacted]@T-Mobile.com with her T-Mobile account or mobile number so that we can review this matter and work to resolve this matter as quickly as possible for her.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

April 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concerns Ms. [redacted] experienced in regards with her billing statements. As mentioned in our previous response to file number [redacted], T-Mobile records reflect that Ms. [redacted] has two lines in her account ending in [redacted] and [redacted] and is currently subscribed to the Simple Choice Family Unlimited Talk, Text, and 1 gigabyte (“GB”) of Data rate plan. This plan provides the first two lines with unlimited talk, text and 1GB of data for $80.00 per month. Additionally, Ms. [redacted] elected to have JUMP! 2.0 for $12.00 a month on both lines. Furthermore, T-Mobile records confirm that Ms. [redacted] elected to have a $40.00 9GB data feature on the line ending in [redacted]. Lastly, Ms. [redacted] elected to have a $15.00 6GB data feature on the line ending in 8009. Please note that all pricing is before any applicable taxes and fees. Ms. [redacted]’ selected rate plan and features come to $159.00 each month before tax.
T-Mobile records indicate that on July 24, 2015, Ms. [redacted] qualified for our Equipment Installment Plan (“EIP") offering with the purchase of two handsets and associated accessories. Please note that the handset portions of the EIP have been closed and Ms. [redacted] is currently paying $6.47 for the accessories only.
Additionally, T-Mobile records indicate that on January 21, 2017, Ms. [redacted] qualified for our EIP offering with the purchase of a Samsung Galaxy S7 Edge 32GB handset and an iPhone 7 32GB handset. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $59.99 for the Samsung Galaxy S 7 Edge handset and $25.99 for the iPhone 7 handset and agree to a series of 24 monthly installments in the amount of $30.00 for the Samsung Galaxy S7 Edge handset and $26.00 for the iPhone 7 handset.
Based on the monthly service and equipment charges, T-Mobile records confirm that Ms. [redacted] is set to pay $221.47 plus any applicable taxes and fees.
T-Mobile records confirm that Ms. [redacted]’ billing cycle runs from the 25th of the month to the 24th of the following month, with payment due on the 17th. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
A review of the account confirms that Ms. [redacted]’ payment that was due on February 17, 2017, was not received on time. T-Mobile provided Ms. [redacted] with text and a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Please be advised that T-Mobile records confirm that Ms. [redacted] account was suspended on February 27, 2017, and March 9, 2017. Therefore, when Ms. [redacted] made a payment on February 28, 2017, and March 9, 2017, and the account was reactivated, the account was assessed a $20.00 plus tax restore from suspension fee for each suspension per line of service on each occasion.
Ms. [redacted]’ billing statement dated March 26, 2017, reflects a total balance owed in the amount of $323.28. This balance consists of charges in the amount of $233.54 for services rendered from March 25, 2017, through April 24, 2017, and monthly payments for the above mentioned EIPs. Additionally, Ms. [redacted] has been charged a total of $89.74 for restoration from suspension fees for the above mentioned suspensions.
Please be advised that on March 31, 2017, as a courtesy T-Mobile Ms. [redacted] T-Mobile waived all four restore from suspension fees and applied a courtesy credit in the amount of $32.93. Please note that Ms. [redacted]’ account currently reflects a $190.34 balance. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted]
Executive Response

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

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

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]
I understand my time frame to return the iphone is already over but my point was the wrong information that the salesmen promised to me (which were lies) and the bad information customer service provide to me all three times that I contacted them. Therefore you could prove the calls happened on which T-Mobile records. Finally, I want this resolve for T-Mobile salesmen to stop making promises that cant be completed, also accurate customer service information.
 
In addition, at this moment I have decided too not return any phones. I will complete my contract agreement and when done with the contract I have my mind set too not continue with T-Mobile in the future.  
 
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]

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced in regards to our 2016 September Tablet On Us and our 2016 Friends and Family 2 lines On Us offer and appreciates the opportunity to respond to his concerns.
As Mr. [redacted] indicated in his letter to your office between September 1, 2016, and December 6, 2016, T-Mobile offered new and existing customers who purchased an Alcatel One Touch Pop 7 tablet on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after 24 months. To be eligible, a Mobile Internet (“MI”) Plan providing 6GBs or more of high speed data is required for the term of the EIP.
T-Mobile records indicate that on September 8, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch Pop 7. 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, Mr. [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 $4.42. On September 9, 2016, Mr. [redacted] was enrolled in the 2016 September Tablet On Us promotion and receives a monthly bill credit in the amount of $4.42 per month making the monthly payments for the tablet free.
Additionally, our records confirm that Mr. [redacted] is currently subscribed to the Simple Choice North America MI 2GB’s of Data, promotional rate plan, which for $10.00, provides 2 GBs of data at up to 4G/LTE speeds depending on device capability. Please note that by having a MI line on his account with active voice lines Mr. [redacted] receives a $10.00 monthly bill credit reducing his cost of the rate plan to $10.00 per month.
Further, in an effort to offer new and existing customers a phenomenal rate on service from 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; customers are responsible for applicable taxes and fees.
Please note that on November 19, 2016, Mr. [redacted] activated a mobile line ending in [redacted] under this promotion. Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free line(s) must be newly added line(s), not existing line(s), and customers are only eligible to have up to two free lines per account. So long as Mr. [redacted]’s account keeps the previously existing lines active, his new line ending in [redacted], is eligible for the free promotion.
T-Mobile records confirm that on December 21, 2016, Mr. [redacted] was enrolled in the 2016 Friends and Family 2 lines On Us offer and received the monthly bill credit for the newly activated line on December 21, 2016, January 25, 2017, January 27, 2017, for his February 2017 billing statement, and again on March 30, 2017, and are located on page 3 of his monthly billing statements.
Please be advised that the bill credits may apply at any time during the monthly bill cycle. Mr. [redacted]’s billing cycle runs from the 14th of one month to the 13th of the following month and is due on the 6th. It is T-Mobile’s position that Mr. [redacted] is receiving the appropriate monthly bill credits for both the Alcatel One Touch Pop 7 tablet and the newly activated line ending in [redacted] and as such, no further credits are due.
T-Mobile regrets to hear of Mr. [redacted]'s request to terminate service. As the Un-Carrier we support and encourage transparency to and from our customers, and understand that we may not be the provider for Mr. [redacted] at this time. It should be noted that as Mr. [redacted] is enrolled in a no-annual contract rate plan he would not be subject to contractual termination penalties. Should Mr. [redacted] wish to schedule the termination of any or all of his services he may do so by contacting Customer Care 800-937-8997by dialing 611 from his handset.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Shannon R[redacted]
Executive Response

May 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] encountered regarding his account.
In an effort to continue to provide all T-Mobile customers with the highest quality of service, T-Mobile periodically reviews service quality and other network usage patterns. T-Mobile strives to ensure that customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needs.
Upon careful review of the usage on Mr. [redacted]’ account over the past several months, we determined that the majority of Mr. [redacted]’ usage under mobile number ending in [redacted] was not on the T-Mobile network. In accordance with the terms and conditions of service, T-Mobile elected to discontinue his service at the end of the billing cycle. However, T-Mobile records indicate that on April 28, 2017, Mr. [redacted] transferred mobile number ending in [redacted] to another service provider. The arrangement to transfer the line of service was made directly with Mr. [redacted]’ new wireless service provider and not with T-Mobile.
Further, T-Mobile records indicate that as of the date of the transfer of service for the mobile number ending in [redacted], Mr. [redacted] would have to wait a period of 90 days to reinstate or activate a new line; however, in an effort to amicably resolve this matter, upon speaking with Mr. [redacted] on May 19, 2017, T-Mobile offered to allow Mr. [redacted] to activate an additional line within 30 days after the required 90 day wait period and reinstate the promotional T-Mobile ONE rate plan of 4 Lines for $140.00 offer. Mr. [redacted] accepted the offer and was advised that he would have to request the rate plan change upon activating a line. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted]-R[redacted] Executive Response

September 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 22, 2016, regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] may have experienced in regards to her coverage and handset; we appreciate the opportunity to respond to her concerns. Our records indicate that Ms. [redacted]’s account is currently subscribed to the Simple Choice North America rate plan, which for $50.00 per month provides unlimited talk, text and two (2) gigabytes (GB) of data at up to 4G/LTE speeds. Data features providing increasing allotments of high speed data may be added for an additional cost. T-Mobile records confirm that on June 23, 2015, Ms. [redacted] chose to add the Simple Choice 6GB data feature, which also provides six gigabytes of Smartphone Hotspot (“SMHS”) for $15.00 per month. T-Mobile records indicate that on March 16, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S 7 32GB handset in black. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. It is important to note that should a customer terminate their service prior to the end of the 24 monthly installments the full remaining balance will be due on the final billing statement. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $300.00 and agree to a series of 24 monthly installments in the amount of $15.42. Please be advised that by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records confirm that Ms. [redacted] exchanged her device under the Limited Warranty program on April 10, 2016, and August 13, 2016. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. It should be noted that upon reviewing the address listed in Ms. [redacted]’s letter to your office, T-Mobile has found that her area is served by our network with the following spectrums: LTE 700A MHz, LTE 2100 MHz, LTE 1900 MHz, and 2G; finally our records indicate that Mr. Perez’ area is also served by our 3G and 2G technologies. Further, Ms. [redacted] is utilizing an Samsung Galaxy S 7 handset which has access to all of the above referenced spectrums. As a device is set up to automatically seek the strongest available signal, T-Mobile recommends that Ms. [redacted] perform a manual network selection on her device to set it only to the T-Mobile network. Additionally, T-Mobile records confirm that on May 27, 2016, Ms. [redacted] was provided with a free Wi-Fi CellSpot Router. The Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their Wi-Fi capable device. It is like having a tower in one's house and is now available at no additional cost. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00. Please note that upon reviewing the billing statements from June 2, 2016, through September 1, 2016, and over the course of those three months, Ms. [redacted] used an average of 766 minutes with calls as long as 75 minutes, sent and received multiple text messages and used an average of 1542 megabytes (1.542 gigabytes) of data. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service. In regards to Ms. [redacted]’s request for a refund of all funds paid on her account, T-Mobile respectfully declines her request as T-Mobile has confirmed that Ms. [redacted] has been able to fully utilize all aspects of her service including data. We regret that we have been unable to meet Ms. [redacted]’s expectations as her service provider. It should be noted that T-Mobile does not require an annual service contract, rather service is at will on a month to month contract. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile will allow Ms. [redacted] to be return them by a trackable shipper to my attention at the below address by October 29, 2016. Upon receiving the devices T-Mobile will credit the remaining amount owed on the EIP, in the amount of $262.05. T-Mobile USA Inc. Attn: Shannon R[redacted] 1201 Menaul Blvd NE Albuquerque NM 87107 We ask that Ms. [redacted] please include the device, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the device. Please be advised if the full kit is not returned such as the charger a $20.00 restocking fee will be deducted from the credit offered above. Please be advised that if our final examination of the device indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the device will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Shannon R[redacted] Executive Response

October 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 October 8, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] experienced. T-Mobile records confirm that on July 17, 2015, Ms. [redacted] activated her T-Mobile account.  At the time of submission, Ms. [redacted] did meet all of the requirements for a Carrier Freedom reimbursement.  Our records indicate that T-Mobile sent Ms. [redacted] a prepaid card in the amount of $117.29 for her Carrier Freedom reimbursement.  However, Ms. [redacted] stated that she did not receive her prepaid refund card that was mailed in 2015.   T-Mobile records confirm that on September 28, 2017, Ms. [redacted] agreed to a payment arrangement to pay $391.78 on October 6, 2017.  On October 6, 2017, the payment of $391.78 was processed.  Please note once a payment arrangement is made; our T-Mobile customers are advised that it can no longer be removed or altered.  Due to misinformation, Ms. [redacted] was provided with a refund back to her financial institution in the amount of $391.78 and we regret any inconvenience.    As of October 16, 2017, Ms. [redacted] is subscribed to our grandfathered promotional Simple Choice North America Unlimited Talk, Text, and Data with 4G LTE speeds up to 10GB four lines for $120.00 per month.  This rate plan provides savings for Ms. [redacted] with five mobile numbers at $140.00 per month.  Please be advised that T-Mobile is now offering our T-Mobile ONE rate plan with unlimited 4G LTE speeds and taxes included to include five lines for $180.00 per month with Autopay.  Ms. [redacted] declined to change her rate plan.   In an effort to amicably resolve this matter, on October 10, 2017, T-Mobile sent Ms. [redacted] a prepaid card in the amount of $120.00 for her Carrier Freedom reimbursement. Ms. [redacted] should allow seven to ten business days to receive the prepaid card. Ms. [redacted] accepted this as a resolution.    As of October 16, 2017, Ms. [redacted]’s account balance is $757.69, which consists of her monthly access charges from August 19, 2017 through October 18, 2017, monthly EIPs, monthly lease charges, and applicable taxes.  In addition, Ms. [redacted]’s account is on a payment hold until October 16, 2017.  Ms. [redacted] may contact our Financial Care department for payment or payment arrangement options, or she may create a payment arrangement on her MyT-Mobile.com application.  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

Complaint: [redacted]
I am rejecting this response because:It is not good business practice to start charging two years into my plan... If this were the policy it should have started in the very beginning, and not "recently".If these fees are not returned to me and the going forward there be no charges, I will change service providers, and will ask forward this reply to and ask Attorney General Of [redacted] what his opinion is on this "unlimited" scheme...
Sincerely,
[redacted]

July 31, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

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

April 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & [redacted]ern 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 14, 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 concern to Mr. [redacted] in regards to his refund. Please be advised that on December 21, 2016, Mr. [redacted] ported his mobile number ending in 5949 out to another carrier, thereby, closing his account. On that same date, Mr. [redacted] did return his Apple iPhone 6 he had leased on T-Mobile’s JUMP! On Demand (“JOD”) option. Accordingly, Mr. [redacted] was refunded his monthly lease payments leaving a credit balance of $490.31 on the account.
T-Mobile records confirm that on March 12, 2017, Mr. [redacted] contacted Customer Care in regards to the refund of the credit of $490.31 to close his account. Please be advised that as of that date, T-Mobile has been working diligently with Mr. [redacted] to assist him with the refund. However, as his associated credit card in which his monthly payments were received from was closed, as well as the respective checking account; T-Mobile was unable to process the refund.
However, as of April 16, 2017, T-Mobile has been able to refund Mr. [redacted] the $490.31 to a checking account with details he has provided. Please allow 24 to 48 hours from the date of this letter for receipt via electronic deposit. T-Mobile regrets any convenience 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.
Oscar T[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 know if the $400etc fee T-Mobile is requiring me to pay, can be paid by [redacted] from their buyout contract program??? If yes, [redacted] will issue me a gift card with the total amount owed to T-Mobile due to me switching phone carriers. Sincerely, [redacted]