T-Mobile Usa Inc

July 8, 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 July 5, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his recent insurance claim. Our records indicate that on February 18, 2016, Mr. [redacted] purchased an Apple iPhone 6 Plus device. At that time, Mr. [redacted] subscribed to the Premium Handset Protection (handset insurance and extended warranty) bundle feature which is provided by Assurant Inc. Please note that Assurant and T-Mobile are separate companies, each with separate policies. Assurant requires that the customer pay a pre-determined deductible based on the handset model in order to obtain a replacement handset. Accordingly, when Mr. [redacted] processed an insurance claim with Assurant for his liquid damaged Apple iPhone 6 device on June 20, 2016, he was assessed a $175.00 deductible and instructed to return his damage device to Assurant. It is important to note that Assurant informed Mr. [redacted] to return his equipment so as to avoid being charged a non-return fee. As mentioned in Mr. [redacted] letter to your office, the device was later stolen and he is now unable to return his device to Assurant. Unfortunately, Assurant Inc. is unable to update Mr. [redacted]’s claim as a lost/ stolen device as his original claim was for liquid damage. While Mr. [redacted]’s situation is unfortunate, it is not a result of T-Mobile error. However, as a one-time courtesy and in an effort to amicably resolve this matter, T-Mobile has blocked the stolen handset and agreed to waive the non-return fee once posted to Mr. [redacted]’s account. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

Tell us why here... February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 30, 2018, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her Mobile Internet (MI) line of service and rate plan concerns.  T-Mobile records confirm that on August 21, 2016, the MI number ending 1838 subscribed to our Match Your Phone Data rate plan for $20.00 monthly.  This plan provided customers with unlimited MI data with up to 5GB high-speed access. On September 21, 2017, T-Mobile records indicate that the mobile number ending 1838 subscribed to our Simple Choice North America MI 10GB rate plan for $50.00 monthly.  Please be advised that on December 4, 2017, Ms. [redacted] called Customer Care with concerns regarding a price plan change that took place on line ending 1838, and requested her old rate plan be reinstated.  Regretfully, as the Match Your Phone Data North Am[redacted] rate plan was a grandfathered and no longer available, Ms. [redacted] was advised she was not able to revert the rate plan changes.  As such, on December 21, 2017, T-Mobile offered our Simple Choice North America MI 6GB rate plan for $35.00 monthly with a $10.00 MI discount bringing the monthly rate to $25.00. On January 30, 2018, in speaking with Ms. [redacted], T-Mobile offered our Simple Choice North America MI 6GB rate plan for $25.00 monthly with a $10.00 MI discount bringing monthly rate to $15.00.  Ms. [redacted] agreed to this offer and her plan was adjusted accordingly. In effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile reinstated Ms. [redacted]’s grandfathered Match Your Phone Data North Am[redacted] plan as of January 21, 2018; the start of [redacted]’s bill cycle.  Additionally, T-Mobile applied a bill credit of $113.22 for previously assessed monthly access charges and taxes bringing the account balance to $100.27.  T-Mobile regrets any inconvenience to Ms. [redacted]. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that 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.Rochelle M[redacted]

August 5, 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 regrets any concerns Mr. [redacted] may have experienced regarding the Change of Responsibility (COR) guidelines. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. On December 16, 2014, Mr. [redacted] assumed responsibility of the mobile number ending in [redacted] and also the associated Equipment Installment Plan (EIP). An EIP transfer from one account to another account can only be completed once. On June 22, 2015, Mr. [redacted] requested to complete a COR for the mobile number ending in [redacted]. Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate that on June 22, 2015, the potential responsible party was advised of a deposit requirement and declined to complete the requested COR. On July 26, 2015, the COR was accepted by the potential responsible party and completed. The party also agreed to pay the remaining balance on the Samsung Galaxy S5 handset. The EIP plan has been closed on Mr. [redacted] account. Mr. [redacted] account has a single active line of service on a $50.00 Simple Choice North America Unlimited Talk and Text rate plan. The account currently reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q Executive Response

September 29, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced file number.    T-Mobile regrets any inconvenience to Mr. [redacted] regarding his handset.  Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the information provided.  The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997.  Additionally, Mr. [redacted] may have the account holder on the account contact me at the number below to discuss this matter further.    Please be advised that on September 18, 2017, we contacted Mr. [redacted] and educated him on the above information.  Mr. [redacted] has been advised that we are unable to discuss account specifics with him.  Although we did provide Mr. [redacted] with general insurance information that would aid in his understanding. T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Lauren L[redacted] Executive Response Tell us why here...

August 11, 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated August 7, 2015, regarding the above-referenced account. T-Mobile records indicate Ms. [redacted] activated a prepaid account with the mobile number ending in [redacted] on June 2, 2015. Ms. [redacted] purchased a $30.00 refill card at this time, and subscribed to our Unlimited Text and Data rate plan at $30.00 monthly. However, our records confirm that the device Ms. [redacted] attempted to activate had been blocked from accessing the T-Mobile network. T-Mobile and other wireless carriers, under the direction of the Federal Communications Commission (FCC) have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated. A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit, or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. Our records confirm that Ms. [redacted] cancelled her prepaid number ending in [redacted] on June 2, 2015. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” However, in an effort to amicably resolve Ms. [redacted]’s concerns, on August 10, 2015, T-Mobile issued a refund to her in the amount of $35.00 for the refill card and applicable taxes. This refund has been issued to Ms. [redacted] as a prepaid card, and has been sent via U.S. Mail. Ms. [redacted] can expect to receive this refund within seven to ten business days. T-Mobile regrets any inconvenience Ms. [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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

June 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 30, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his efforts to take advantage of our Apple iPhone Trade-Up offer. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. Additionally, customers who selected the Apple iPhone 7 Plus model were responsible for $120.00 of the equipment after the trade-in of a qualifying handset.
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
On September 25, 2016, T-Mobile created an upgrade order for an Apple iPhone 7 in which Mr. [redacted] would agree to trade-in his Apple iPhone 6s as part of the promotional offer. It is important to note, at the time of Mr. [redacted]’s order on September 25, 2016, T-Mobile did require that customers have a qualifying T-Mobile ONE rate plan in order to receive the promotional discount. Unfortunately, in T-Mobile’s review, we have found that the account subscribes to our Simple Choice Family rate plan which at the time of the promotional offer and handset order, would not qualify for the monthly promotional bill credits.
On October 21, 2016, Mr. [redacted] contacted T-Mobile and indicated he had originally wanted the Apple iPhone 7 Plus model and as such returned the original Apple iPhone 7 sent to him and a new order was created for an Apple iPhone 7 Plus 32 GB handset.
T-Mobile does regret any inconvenience to Mr. [redacted], however as the account did not and presently does not subscribe to the T-Mobile ONE rate plan, the account would not qualify for the monthly promotional bill credits for his Apple iPhone 7 Plus.
However, in an effort to amicably resolve this matter, T-Mobile has agreed to credit the remaining EIP balance for the Apple iPhone 7 Plus in the amount of $531.25. As such, Mr. [redacted] will be able to keep the Apple iPhone 7 Plus, however he will no longer be assessed the monthly installment charge for the equipment as the EIP will remain closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’ concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his attempts to view his billing statement at www.myT-Mobile.com. Please note that customers are able to view their billing statements on www.myT-Mobile.com, however at this time, we have identified a technical issue that is preventing some T-Mobile customers from viewing their billing statements online. T-Mobile is aware of the matter, and is working diligently to correct the issue.
Furthermore, while T-Mobile is working to resolve this technical issue, Mr. [redacted] may update his billing preferences to receive a paper billing statement by contacting our Customer Care team directly at 1-800-937-8997. T-Mobile regrets any inconvenience this has caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I disagree with the statement that "line ending with [redacted] was free". Please see attached and note that I got charged $3 last month just because T-Mobile messed up and for service that I did not even use. I accept the new line for $20/month with $20/month promo credit. Also, I'd like T-Mobile to issue a one-time billing credit of $100 for the inconvenience. 
Sincerely,
[redacted]

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

receipt of your correspondence dated January 1, 2016, regarding the above-referenced account. T-Mobile regrets any misunderstanding concerning the return of T-Mobile’s LTE Signal Booster. It is important to note that on November 26, 2014, T-Mobile provided Mr. [redacted] with a T-Mobile LTE Signal Booster for in-home coverage enhancement. At the time an LTE Signal Booster is issued, T-Mobile informs customers that if for any reason service is terminated, the Signal Booster must be returned to T-Mobile to prevent the possibility of a $289.00 non-return fee. T-Mobile records confirm that as the T-Mobile LTE Signal Booster was not received, a charge of $312.12 was applied to Mr. [redacted]’s account for the $289.00 non-return fee and taxes which reflected on the billing statement dated October 9, 2015. T-Mobile attempted to collect the balance via text messages and automated phone calls. As our attempts were unsuccessful, on December 7, 2015, T-Mobile turned Mr. [redacted]’s account over to an outside collection agency, Convergent Outsourcing Inc. As Mr. [redacted]’s account is now being handled by an outside collection agency, a collection fee of $78.03 was added to his account, bringing Mr. [redacted]’s final balance to $390.15 As stated in Mr. [redacted]’s correspondence on December 14, 2015, he contacted Customer Care in which a return prepaid label was sent to him for the removal of the non-return fee. T-Mobile records confirm that the T-Mobile LTE Signal Booster was returned on December 30, 2015, and as such a credit of $390.15 has been issued to Mr. [redacted]’s account leaving it closed with a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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. Sacny A[redacted] Executive Response

August 17, 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 August 3, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted]’s experienced with his 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 Mr. [redacted]’s recent contact with our Customer Care.
Please be advised that a review of Mr. [redacted]’s account show that he has carried a past due balance over the last ten months. On July 7, 2017, a billing statement was sent to Mr. [redacted] in the amount of $794.03 with consisted of new charges of $395.77 and his previous balance in the amount of $398.26. The past due balance was due immediately and the new charges were due on July 27, 2017.
On July 12, 2017, Mr. [redacted]’s contacted T-Mobile to set up a payment arrangement in which he agreed to pay two installments of $199.77 on July 21, 2017 and on July 27, 2017. Please be advised that Mr. [redacted]’s account was assessed a $5.00 payment arrangement support fee. Please note that customers like Mr. [redacted] may set up payment arrangements at no cost via the T-Mobile app or by visiting www.MyT-Mobile .com
On July 24, 2017, Mr. [redacted]’s account was suspended due to non-payment. Thereafter Mr. [redacted] contacted T-Mobile and agreed to make a payment in the amount of $386.75 via credit card on July 27, 2017. 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 when Mr. [redacted]’s account was reactivated, as a courtesy T-Mobile did not assess the account any restore from suspension fees.
Please be advised that on July 27, 2017, T-Mobile attempted to collect the payment in the amount of $386.75; however, Mr. [redacted]’s credit card was declined. Then, on July 28, 2017, a payment in the amount of $387.00 was remitted to Mr. [redacted]’s account, updating the balance to $407.03. After the payment was remitted, Mr. [redacted]’s account reflected a past due balance in the amount of $11.26.
Due to the past due balance, Mr. [redacted]’s account was suspend on July 29, 2017. Thereafter, Mr. [redacted] contacted T-Mobile to resume his service. When Mr. [redacted]’s account was reactivated, as a courtesy T-Mobile did not assessed the account any restore from suspension fees.
On August 1, 2017, Mr. [redacted]’s account was suspended due to non-payment. On August 2, 2017, Mr. [redacted] contacted T-Mobile and agreed to a payment arrangement where he would pay $75.69 on August 16, 2017, and $302.74 on August 31, 2017. As a courtesy to Mr. [redacted], he was not charged a payment arrangement support fee and his account was not assessed any restore fees when his service was restored.
T-Mobile reviewed the billing statements from May 7, 2017, to August 6, 2017, and over the course of those three months, Mr. [redacted]’s account used an average of 3,741 minutes with calls as long as 88 minutes, sent and received multiple text messages, and used an average 119.84 gigabytes of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service and we consider the charges to be valid.
If Mr. [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care the details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Robert R[redacted] Executive Response

April 8, 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 3 2017, regarding the above-referenced 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 Mr. [redacted] experience with our Executive Response Team.   T-Mobile records indicate that on December 5, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Gear S3 Smartwatch.      Mr. [redacted] 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 $16.67.   Please be advised that T-Mobile spoke with Mr. [redacted] on April 7, 2017 and explained our position as stated in our previous correspondence to your office on April 3, 2017 with regard to his coverage and his most recent billing statement. Additionally, Mr. [redacted] reported sending the Samsung Gear S3 Smartwatch to T-Mobile and requested to have the device removed from his account. It is important to note that T-Mobile does not have any record reflecting the Samsung Gear S3 Smartwatch being scanned into our return warehouse.   As a courtesy, and in and an effort to amicably resolve this matter, T-Mobile removed the Samsung Gear S3 Smartwatch from Mr. [redacted]’s account on April 7, 2017. Additionally, T-Mobile issued a credit to the account in the amount of $16.67 for the most recent billing statement EIP charge for the Samsung Gear S3 Smartwatch bringing the account balance to $155.96. Mr. [redacted] has accepted this as resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [redacted].        T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his 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.   Christopher R[redacted] Executive Response

December 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. XXX-XXX-[redacted] and XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 21, 2017, regarding the above-referenced prepaid numbers.
We regret any concerns Mr. [redacted] has regarding his T-Mobile prepaid services. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s visit to our retail location.
T-Mobile records confirm Mr. [redacted] activated two lines ending in [redacted] and [redacted] on November 8, 2017, and subscribed to the Simply Prepaid Unlimited Talk, Text, and 10GB of 4G LTE data for $50.00 monthly each.
It is very important to note T-Mobile Prepaid rate plans include international calling, and texting with T-Mobile’s World Class rates. However, T-Mobile prepaid rate plans do not include international data roaming. As such, on November 13, 2017, and spoke with our Customer Care specialist regarding his data roaming and was advised his rate plan does not support international data roaming. Furthermore, per T-Mobile’s terms and conditions which can be found on our website www.T-Mobile.com “Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balances, lost or stolen prepaid cards, or coupons.”
Please be advised on November 27, 2017, our Executive Office spoke with Mr. [redacted] and he advised he had disputed the charges with his credit card company and received a full refund. As such, T-Mobile will close the prepaid accounts effective immediately. 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 P[redacted]
Executive Response

September 6, 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 25, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our T-Mobile Tuesdays (“TMT”) offering.  We appreciate the opportunity to respond to this matter.   In 2016, T-Mobile announced its TMT offering as a way to thank our valued customers.  Please note that customers such as Mr. [redacted], may participate in any of our TMT offerings and take advantage of any prize or promotion available.  It should be noted that TMT offerings may change each week, and should an offer be made available for a third-party business or chain, the offer may be restricted to participating locations.    Upon further review of Mr. [redacted]’s correspondence to your office, we understand that he is concerned with our recently offered TMT prize including a complimentary vehicle oil change provided by Meineke U.S. Please be advised that this offering included a free basic oil change including an oil filter for vehicles that accept either a 5W20 or 5W30 oil viscosity.  Please be advised that this promotional offering provides customers a $24.95 value.  Should any customer’s vehicle require an alternate oil viscosity, they can then use the promotional offer for $25.00 off of an appropriate oil change for their vehicle.  It should be noted that not all Meineke U.S. locations participated in this offering and we regret if the location selected by Mr. [redacted] was not participating.    Our records indicate that the line ending in 5324 redeemed the TMT prize for a Groupon offering of 30% off local Groupon.    Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns upon speaking with him on August 27, 2017, T-Mobile as offered a onetime courtesy of $25.00 account credit to honor the complimentary vehicle oil change provided by Meineke U.S. and 30% to honor the local Groupon off his monthly bill charges.  The total credit to be applied is $88.34, which reduced the balance to $122.81, due September 11, 2017.  T-Mobile regret any inconvenience caused 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.   Sharon B[redacted] Executive Response

November 16, 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 c[redacted]pondence dated November 10, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any concern to Ms. [redacted] in regards to her above-referenced account. T-Mobile records confirm that Ms. [redacted] activated the above-referenced postpaid T-Mobile account on April 3, 2008, and has always been active on a postpaid account, not a prepaid account. Please be advised that Ms. [redacted] had a mobile number ending in [redacted] that had been active on her account as of October 18, 2006. Records confirm that the mobile line was subscribed to T-Mobile’s Simple Starter rate plan with a NameID add on of $3.99 for a total monthly cost of $43.99 plus applicable taxes and fees. Please be advised that on September 1, 2016, Ms. [redacted] canceled her AutoPay via myT-Mobile.com. On September 5, 2016, a billing statement generated reflecting a balance due of $49.67 for monthly recurring charges, applicable taxes, and fees for service from August 5, 2016, through September 4, 2016, which was due by September 25, 2016. As Ms. [redacted]’s AutoPay was canceled a payment was not submitted. On October 5, 2016, a billing statement generated reflecting a past due balance of $49.67 and new charges of $49.56 for monthly recurring charges, applicable taxes, and fees for service from September 5, 2016, through October 4, 2016, for a total balance due of $99.23. On October 10, 2016, Ms. [redacted] contacted Customer Care in regards to the billed charges and as a courtesy T-Mobile applied a credit of $49.67 for the past due balance and informed her that her account is not a prepaid account. Please note that at this time Ms. [redacted] did not request to cancel her service and the account remained active. Ms. [redacted] contacted Customer Care on November 1, 2016, in regards to the current charges due totaling $49.56 and was informed that it was for her previous billing cycle and that she has always been on a postpaid account. As our records reflect that Ms. [redacted] has not contacted Customer Care in the past to request the cancelation of the mobile number ending in [redacted], Ms. [redacted] was declined any further credit and informed that the charges are valid and owed. On November 5, 2016, a billing statement generated reflecting a past due balance of $49.67 and new charges in the amount of $46.62 for a total balance due of $96.29 which was due by November 26, 2016. The new charges are for monthly recurring charges, applicable taxes, and fees for service from October 5, 2016, through November 1, 2016. In an effort to amicably resolve this matter, on November 14, 2016, T-Mobile applied a credit of $99.29 to close Ms. [redacted]’s account reflecting a zero balance. Please note that as the account was canceled, Ms. [redacted] was mailed a prepaid return label to a return a 4G Signal Booster that was mailed to her on July 25, 2012. T-Mobile recommends that Ms. [redacted] return the Signal Booster within 30 days to avoid any further charges. 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:
 
Good Afternoon,
 
I opened a case after contacting T-Mobile through three different methods.
 
T-Mobile contacted me last night and has solved my issue.
 
Please close this as a positive experience.
 
Thank you,
 
[redacted]...

[redacted]

March 22, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 11, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding the handsets orders on his account. T-Mobile records reflect that Mr. [redacted] activated T-Mobile service on January 29, 2016, at which time he took advantage of our Buy one Smartphone, get 50% off second Smartphone offer when ordering two Apple iPhone 6s 64GB devices on order number [redacted]. At the time of the order, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the two Apple iPhone 6s 64GB devices. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $99.99 and agree to a series of 24 monthly installments in the amount of $42.72. On January 31, 2016, Mr. [redacted] contacted T-Mobile and requested to pay the remaining EIP balance for the two Apple iPhone 6s 64GB devices, totaling $982.26. As such, the EIP was accelerated and Mr. [redacted] made a payment totaling $982.26. T-Mobile has reviewed Mr. [redacted] order number [redacted]; our records reflect that during transit, the equipment was lost by UPS. On February 9, 2016, Mr. [redacted] placed another order for two Apple iPhone 6s 64GB devices on order number [redacted]. At the time of his purchase, Mr. [redacted] elected to pay for the two handsets in full, totaling $1,192.47. On February 29, 2016, T-Mobile started an investigation into the lost equipment with UPS. Please note this investigation is still ongoing as of March 16, 2016. Like other wireless operators and most retailers, T-Mobile assesses a fee if a payment is dishonored or returned. We have reviewed our records and on January 31, 2016, Mr. [redacted] remitted a payment in the amount of $982.26. This payment was later backed out of by the financial institution on March 3, 2016. As such, a $35.00 returned payment fee was applied. In an effort to amicably resolve this matter, on March 3, 2016, T-Mobile applied a credit for the return payment fee in the amount of $35.00. In addition, on March 16, 2016, T-Mobile applied a credits totaling $1,044.98 for the EIP charges associated with the two missing Apple iPhone 6s 64GB devices. Mr. [redacted] account now reflects a remaining balance in the amount of $2.28. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

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

December 6, 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 29, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction.
 
We are sorry to hear that Mr. [redacted] had any concerns regarding our Black Friday Promotion. From November 24, 2016, through November 27, 2016, eligible customers who have T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited with an unlimited data feature who trade-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier can get the Samsung Galaxy S7, Samsung Galaxy S7 edge, or LG V20 for free after bill credits.
 
Our records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 Edge device on November 25, 2016, during the Black Friday promotion. As his original device, the LG G4 was not yet paid in full, Mr. [redacted] was asked to make a one-time payment in the amount of $138.50 in order to qualify for the promotion, even though he subscribes to JUMP! 2.0 feature. It is important to note that the JUMP! 2 feature 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 Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.  Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device when they enrolled in JUMP!2 with no waiting period.  However, in order to qualify for this particular offer the traded in phone had to be fully paid off and could not be combined with the JUMP! Upgrade option. Nonetheless, as a courtesy and an effort to amicably resolve Mr. [redacted]’s concerns regarding the additional payment, T-Mobile offered to reimburse his one-time payment of $138.50 as a bill credit, leaving his account with a credit balance of $23.55.
 
Additionally, our records reflect that Mr. [redacted] was subscribed to Simple Choice Unlimited with $15.00 6GB of data and was changed to the T-Mobile ONE to meet the rate plan qualification for the offer. We apologize if it was not Mr. [redacted]’s intentions to change the plan. Therefore, on November 29, 2016, T-Mobile contacted Mr. [redacted] and offered to reverse the plan change and move his back to the Simple Choice Unlimited and simply add on the unlimited internet for $20.00 a month; allowing him to keep the benefits of his previous plan and still take advantage of the Black Friday Promotion to receive his device for free after the bill credits which he has accepted and considers this matter resolved to his satisfaction.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

March 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]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding charges billed to her bank 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 department.
T-Mobile records indicate on December 17, 2016, Ms. [redacted] activated her T-Mobile account and subscribed to our T-Mobile ONE rate plan for $75.00 per month for one line of service. Upon activation, Ms. [redacted] enrolled in our AutoPay feature. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Additionally, upon activation, Ms. [redacted] took advantage of the Equipment Installment Plan (“EIP”) offering with the purchase of an LG K7 device. It is important to note that if an account goes into a cancelled status, the EIP balance will be accelerated and due with the final billing statement.
T-Mobile records confirm that Ms. [redacted] canceled her account on January 9, 2017, when she ported her mobile number to another service provider. T-Mobile records do not indicate the LG K7 device was received at our warehouse and regret any inconvenience to Ms. [redacted].
Ms. [redacted]’s final monthly billing statement was in the amount of $137.40 for the final charges for the LG K7 device. As Ms. [redacted] was enrolled in our AutoPay feature, on February 9, 2017 this amount was billed to Ms. [redacted]’s bank account.
In an effort to amicably resolve this matter, T-Mobile has issued a refund in the amount of $137.40 to Ms. [redacted]’s bank account which will be received within three business days. Ms. [redacted]’s account remains closed with a zero balance and her bank account has been removed from our AutoPay feature. 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.
Jennifer G[redacted] Executive Response

April 25, 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 11, 2017, regarding the above-referenced account.
T-Mobile regrets any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile records confirm that on April 30, 2015, Mr. [redacted] activated a postpaid account with the mobile numbers ending in [redacted] and [redacted].
On May 1, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of the following equipment with the below monthly installments for a term of 24 months:
• Apple iPhone 6 Silver 16GB handset for $27.08 per month;
• Samsung Galaxy S6 Black 32GB handset for $28.33 per month;
• Medg Univ 10 inch keyboard for $3.74 per month;
• Samsung Galaxy S6 Impact Shield screen protector for $1.45 per month;
• Samsung Galaxy S6 Impact Check Smoke case for $1.66 per month; and
• Apple iPhone 6 Impact Check Smoke case for $1.45 per month
On May 2, 2015, Mr. [redacted] activated the mobile number ending in [redacted]. Additionally, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of a Samsung Galaxy Tab S Bronze 16GB device. Mr. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments in the amount of $27.08.
As of the time of Mr. [redacted]’s purchase of the above-referenced equipment, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
T-Mobile records confirm that on December 27, 2015, Mr. [redacted]’s mobile number ending in [redacted] was cancelled when he ported his line to another service provider. It is important to note that as a result of a full payment not being received for the full balance owed on the account, Mr. [redacted]’s account reflected a rolling balance on each billing statement. Therefore, on January 2, 2016, Mr. [redacted]’s account reflected a past due amount of $195.02, for the December 2, 2015 billing statement, and a new balance owed of $234.64, increasing the balance owed to $429.66. On January 8, 2016, Mr. [redacted]’s mobile number ending in [redacted] was cancelled when he ported his mobile number to another service provider. T-Mobile records confirm that on January 11, 2016, Mr. [redacted]’s mobile number ending in [redacted] was cancelled at his request. On January 14, 2016, T-Mobile received a payment of $195.02, reducing the balance owed to $234.64.
As a result of the cancellation, Mr. [redacted]’s remaining EIP balances totaling $1,296.57 were accelerated to his February 2, 2016 billing statement, increasing the balance owed to $1,531.21. Records confirm that the last payment remitted of $150.00 was received, reducing the balance owed to $1,381.21. As payment was not received for the balance owed, on April 29, 2016, Mr. [redacted]’s account was transferred to Receivables Performance Management, a third-party collection agency.
Records confirm that as collection efforts were unsuccessful, on February 8, 2017, Mr. [redacted]’s account was transferred to Enhanced Resource Centers, a third-party collection agency, where it remains as of the date of this letter.
In an effort to amicably resolve the matter, although it is outside the 14 day return period, upon speaking with Mr. [redacted] on April 19, 2017, T-Mobile allowed Mr. [redacted] to return the above-reference equipment, in good working condition, within 30 days, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Records confirm that Mr. [redacted]’s equipment was received on April 21, 2017. Therefore, on that day, T-Mobile applied a credit of $1,381.21 to Mr. [redacted]’s account, reducing the balance owed to zero. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. Mr. [redacted] has accepted this as a resolution to his concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response