T-Mobile Usa Inc

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 16, 2016 regarding the above-referenced account. 
We regret to hear that Mr. [redacted] was dissatisfied with our resolution.  As shared in our previous correspondence, Mr. [redacted]’s refund was requested on March 5, 2015.  Please note the refund was requested as a prepaid MasterCard issued by Citibank and that they advise us to allow seven to ten business days to produce and mail the card.  We do not have an alternative refund methodology.  If Mr. [redacted] would like to check the status of his card, he may contact Citibank directly at 800-522-7458.
Additionally, while Mr. [redacted]’s refund has been issued in its entirety, in an effort to amicably resolve the matter, on March 22, 2015 T-Mobile requested an additional prepaid MasterCard for $25.00 be issued to Mr. [redacted].  This card will also be produced by Citibank and Mr. [redacted] should allow seven to ten business days to receive this as well.  Please note that we have spoken to Mr. [redacted] and he has accepted our resolution.
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.
David T[redacted]
Executive Response

Dear Revdex.com,
 
This complaint has been resolved and T-Mobile has refunded out account.
 
Thank you.
 
[redacted]

November 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 25, 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 her concerns within this letter. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. T-Mobile records indicate Ms. [redacted] activated service on October 2, 2016 with the Simple Choice Family Match with 6GB rate plan for $100.00 for two lines of service. Additionally, Ms. [redacted] qualified for, and took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of an Apple iPhone 6 and a Samsung Galaxy Note 5 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. At this time, Ms. [redacted] was allowed to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Further, at the time of her purchase, our records also indicate Ms. [redacted] took advantage of our trade- in option with an LG G3 and a Samsung Galaxy Note 5 handset. Ms. [redacted] was offered a value of $23.00 for the trade-in of the LG G3 handset, and $139.00 for the Galaxy Note 5 handset. T-Mobile records confirm Ms. [redacted] agreed to the Terms & Conditions of the offers, and elected to apply the trade-in values to the purchase of the two SIM Starter Kits, and applicable taxes for the Apple iPhone 6, and the Galaxy Note 5 in the amount of $157.24, and a bill credit in the amount of $4.76. Unfortunately, T-Mobile records confirm that Ms. [redacted] cancelled her two lines of service when she ported the numbers to another service provider on October 8, 2016. As of the date of this correspondence, T-Mobile records indicate Ms. [redacted] has not returned the handsets purchased on October 2, 2016, and is responsible for the pending accelerated final charges. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter. 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. Ronnie A[redacted] Executive Response

January 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 January 17, 2017, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] may have. T-Mobile records indicate Mr. [redacted] activated four lines of service on November 25, 2016, and selected our T-Mobile ONE rate plan for $130.00 for two lines, and $25.00 per add-a-line. Please be advised that Mr. [redacted]’s account is billed using our bill-current system, which means he was billed for services in advance. Mr. [redacted]’s billing period started on the 27th of each month, and ran through the 26th of the following month; payment was due on the 19th of the month. On November 26, 2016, Mr. [redacted] was sent a billing statement in the amount of $185.15, for services from November 26, 2016, through December 25, 2016, and reflected a due date of December 19, 2016. Regretfully, on December 13, 2016, Mr. [redacted] requested the four mobile numbers on his account be cancelled. Due to an inadvertent error, only one of the three mobile numbers was cancelled. Subsequently, Mr. [redacted] was sent a billing statement on December 26, 2016, in the amount of $308.98, which consisted of a past due balance, as well as charges for services from December 26, 2016, through January 26, 2017. As Mr. [redacted]’s account reflected a past due balance, it was suspended on January 2, 2017, and cancelled on January 4, 2017. After review, T-Mobile records confirm no usage on the four lines of service from November 25, 2016, through January 4, 2017. As such, after speaking with Mr. [redacted] on January 18, 2017, T-Mobile issued a credit of $308.98, for the billed services. As of the date of this correspondence, Mr. [redacted]’s account remains cancelled, and reflects a zero balance. 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. Ronnie A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: My bill doe the Cycle of December 16th 2016 to January 18th was $287.80, I got a credit of $9.99 for one of the device so my bill was $277.80, I made a payment of $112.81 which left me with a balance of $165 due on January 18th, I switch on January 16th with a balance of $165 and when I tried to login to my account afterwards it wouldn't let me. I received a bill for month January 18th to February 19th for $98.87 which brought my account to a balance of $263.87. So they're trying to convince me that its okay for them to charge me that $98.87 yet they cannot come clean to a reason why, I spoke with 5 different person and each had a different reason for the charge which obviously were all excuses, some said my account was switched on the 18th not the 16th, some said they were activations fees, some said pro-rated fees. I was advised to end my service by the end of my cycle, if I had canceled after January 18th, I would have agreed woth the extra $98.87. On my bill the $98.87 break down into three parts $23.72 for the number 7142 which I canceled on January 16th with an EIp of $0, $73.67 for the number 9775 which service I canceles on january 8th and paid all balance as well with EIP of $0 and $1.72 for the accoint and a credot of $0.24. When I asked why I was charged $73.67 for the number 9775, this is how my last bill was break down on the atatwment they sent, but all different people I talked to had a different explanation and when one wasn't sure why they transfered me to another person. I do not want a $50 credit, I want all $98.87 off credit then my balance will be $165 plus the $51.50 collection fee, with a total of $216.50. I'm willing to pay only the amount of $216.50, not more.
Sincerely,
[redacted]

May 26, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 May 18, 2015, regarding the above-referenced account.   T-Mobile regrets any concerns Ms. [redacted] may have experienced with her device. T-Mobile records reflect that Ms. [redacted] purchased an LG Optimus F6 handset on December 12, 2013.  By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program 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.   Customers also have the option to purchase our JUMP! feature.  This feature provides customers Premium Handset Protection which includes handset insurance and extended warranty, Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance.  As T-Mobile records do not indicate that Ms. [redacted] purchased the extended warranty with the JUMP! feature, she did not qualify for an exchange through our Handset Exchange Program.  As Ms. [redacted] was no longer covered under the Limited Warranty period, she was offered the ability to upgrade using our Equipment Installment Plan (“EIP”) offering.  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.  All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase.  Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance.  Please note that any additional payments reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments. It is important to note that the down payment collected at the time of a handset upgrade is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. Regretfully Ms. [redacted] declined this offer. T-Mobile respectfully declines to refund Ms. [redacted] the amount she paid for her device.  T-Mobile records confirm that Ms. [redacted] canceled her account on May 19, 2015, when she ported her mobile number to another service provider.  Ms. [redacted]’s billing cycle ran from the 23rd of one month to the 22nd of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through May 22, 2015. Please note that customers can resume their canceled accounts within 60 days from cancelation and have the activation fee waived as well as retain their plan and any offers they had according to their tenure at T-Mobile prior to cancelation. T-Mobile regrets losing Ms. [redacted] as a customer and hopes that she will consider us as her wireless carrier as we continue to expand our Nationwide LTE network. 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 the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Hope L[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. Thank you so much for your help!Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I'd like to thank Taylor for his quick resolution .Sincerely, [redacted]

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] [redacted]
T-Mobile Account Name: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 14, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding the billing on his account.
As stated in the correspondence to your office, on June 12, 2017, T-Mobile confirmed that Mr. [redacted] is receiving the corresponding monthly bill credits for the 2016 Friends and Family 2 Lines On Us offer. Mr. [redacted]’s estimated monthly bill charges going forward should be $155.42 for service, Equipment Installment Plan, Auto Pay discount, and promotional bill credits before applicable taxes and fees. We ask that Mr. [redacted] allow the upcoming bill to process and if he has any questions or concerns with the amount, he may contact our office directly at the number listed below. 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

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 was also separately contacted by the business at issue in this complaint and was informed about the resolution.  Thank you for your help in resolving this matter.Sincerely, [redacted]

December 7, 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 December 6, 2015, regarding the above-referenced account. T-Mobile regrets any concerns that Mr. [redacted] may have experienced in regards to the payments made towards his Equipment Installment Plan (EIP). T-Mobile records confirm that on July 22, 2014, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an LG G3 handset. EIP is a payment option that allows eligible customers to purchase handsets by making agreeing to pay the remaining balance in 24 installments. T-Mobile records confirm that on October 29, 2015, Mr. [redacted] accessed his online account at myt-mobile.com and made two additional payments towards his open EIP balance in the amounts of $20.00 and $50.00. It is important to note that customers remitting an EIP prepayment online are provided with the following terms: “This payment will show against your account balance until your next bill when it will be applied to your EIP balance. All payments can be viewed in your payment history.” Please note that when a customer initiates an EIP payoff and remits an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cycle. As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance. Our records confirm that at the time Mr. [redacted] remitted his EIP payments, his account balance was $105.01. On November 13, 2015, Mr. [redacted] remitted a payment in the amount of $35.01, which brought his balance to zero. T-Mobile records confirm that on November 24, 2015, Customer Care applied a $35.00 dollar credit, equivalent to half of the above-referenced EIP payment to Mr. [redacted]’s account, which applied to next billing statement. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile issued a credit in the amount of $35.00 towards his account. Please note that Mr. [redacted]’s account remains active with a balance of $46.40. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

March 17, 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 9, 2017, regarding the above-referenced account.    We are sorry to hear that Ms. [redacted] was not satisfied with our response to your office. Please be assured that on March 17, 2017, T-Mobile contacted Ms. [redacted] who stated that she did receive the $140.00 prepaid debit card on March 16, 2017, as well as her final T-Mobile statement dated March 8, 2017, reflecting a zero balance. As such, Ms. [redacted] stated that this has resolved her concerns.   Again, we apologize for the inconveniences that Ms. [redacted] experienced and 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.   Christina 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. The device does successfully charge using Qi charging.Sincerely, [redacted]

January 18, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 12, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret Ms. [redacted]’s experience with the migration of her above-referenced account to her business account. T-Mobile records indicate that on September 5, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung S7 Edge 32GB handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Ms. [redacted] was not required to make a down payment; however, she agreed to pay $46.80 for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.50, which appeared on the first bill following the purchase of the device. On the same day of the above purchase; however, our records indicate Ms. [redacted] took part in the migration of her personal account to the business account number [redacted]. This migration, or Change of Responsibility (“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. It should be noted that T-Mobile records indicate the account holder of record for the new business account is Primerica, and that Ms. [redacted] as an authorized user of this account. As part of this process, the newly created EIP for the Samsung S7 Edge referenced above was set to be transferred to the new account; however, upon review of the transfer the confirmation email sent to Ms. [redacted] was unsuccessfully delivered and the EIP subsequently remained on her personal account. When the personal account ending was cancelled, the remaining EIP balance of $747.49 was accelerated and billed to her final billing statement dated September 28, 2016. Furthermore, as Ms. [redacted]’s final billing statement that included the above accelerated EIP balance and final prorated recurring service charges totaling $1,178.58 remained unpaid, on December 26, 2016 the account was referred to the third-party collection agency Receivables Performance Management.
In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued a credit to her account in the amount of $1,178.58 to bring the account to a zero balance. This will allow Ms. [redacted] to continue utilizing the Samsung S7 Edge with the new business account with no further financial responsibility for the equipment. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. 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. Kimo C[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.
Just to be clear.  It was a fraudulent account as I did not open this account.  The phones were originally shipped to my address, but the person(s) that opened the account rerouted them to the UPS center.  Unknown as to why, the person(s) did not pick them up from the UPS center, so they were returned to T-Mobile as per UPS policy.  Somehow the person(s) knew my name, address, SS#, and credit card number, and that is how they opened the account and ordered the phones.  The part that irritated me was the fact that the phones were never used by me or by the person(s) that opened the account fraudulently, and yet they still would not correct off the balance.  I understand that they had a mix up on their end where one of the phones was "lost" for a period of time.  They need to be more careful with their records. Thank you for helping me resolve this issue, as I was getting no where with T-Mobile until I filed the complaint with the Revdex.com.
Sincerely,
[redacted]

August 17, 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 regarding the August 3, 2017, above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile regrets any concern Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that on April 17, 2017, Mr. [redacted] contacted Customer Care regarding his nonworking Samsung Galaxy On5. Please be advised that as a onetime courtesy, T-Mobile offered Mr. [redacted] a $200.00 discount off the price of a new handset. Mr. [redacted] purchased a Samsung Galaxy S8 Plus on T-Mobile’s Equipment Installment Plan (“EIP”) option in which he agreed to a down payment of $130.00 plus applicable tax off the retail price ($850.00) and 24 monthly equal installment of $30.00 for the remaining balance. Please note that as a courtesy, T-Mobile billed the down payment of $130.00 and applicable sales tax of $59.81, for a total of $189.81, to the account, which appeared on the billing statement dated May 15, 2017.
On May 15, 2017, a bill generated reflecting a zero past due balance and new charges of $343.77 which included the $189.81 for the down payment and applicable sales tax for the Samsung Galaxy S8 Plus. On May 27, 2017, T-Mobile applied a credit in the amount of $79.81 towards the handset and applicable tax; however, due to an inadvertent error a credit for the remaining credit amount was not applied. As such, after Mr. [redacted]’s payment of $100.00 on May 30, 2017, and an additional $30.00 credit for his data plans, a balance of $133.96 remained which caused a revolving past due balance.
On June 15, 2017, a bill generated reflecting a past due balance of $133.96 and new charges of $174.89 for a total balance due of $308.85 by July 7, 2017. Please be advised that on June 27, 2017, T-Mobile applied the remaining credit due in the amount of $120.00 to provide a total discount of $199.81 off the price of the new phone covering the down payment and applicable sales tax for the discount offer made, reducing Mr. [redacted]’s balance to $158.85 after an additional $30.00 credit for his two data plans. Please note that on July 11, 2017, Mr. [redacted] submitted a payment in the amount of $158.85 bringing his account current.
Please be advised that on July 15, 2017, a bill generated reflecting a zero past due balance and new charges in the amount of $183.35 due by August 7, 2017, for billed monthly recurring charges plus applicable taxes and fees. It is important to note that from July 18, 2017, through August 7, 2017, T-Mobile applied credits totaling $183.35 to waive one month of service for Mr. [redacted]. This was done in addition to the $199.81 discount.
Please note that from May 12, 2017, through May 24, 2017, T-Mobile offered its Un-carrier 2017 Samsung Galaxy S8 BOGO offer which offered new and existing customers subscribed to the T-Mobile ONE rate plan a free Samsung Galaxy S8 or S8 Plus (up to $750.00) free with the purchase of one on EIP and adding a new line of service for the second device after rebate. Regrettably, Mr. [redacted]’s first device was purchased prior to the offer. Additionally, Mr. [redacted] is not subscribed to the T-Mobile ONE rate plan and did not activate a new mobile line of service. As such, Mr. [redacted] is not eligible for the offer.
Please be assured that T-Mobile strives to provide world-class Un-carrier experience 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 team.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted]
Executive Response

October 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 15, 2016, regarding the above-referenced account. T-Mobile is please to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets the concerns Mr. [redacted] has encountered regarding the billing on the above-referenced account. T-Mobile records indicate that Mr. [redacted]’s account was activated on May 22, 2004. At the time of activation, Mr. [redacted] was residing in [redacted], IL. On July 2, 2004, Mr. [redacted] contacted T-Mobile’s Customer Care department to update his billing address and notified T-Mobile that he moved to [redacted], CO. In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset in or around his home, in [redacted], CO. We regret any coverage issues Mr. [redacted] 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. After many reports of coverage issues, on September 13, 2005, Mr. [redacted] contacted T-Mobile to request cancelation of his services as the service was not working at his new home location. The account was left with a final account balance that totaled $77.25, which was for the final month of service for the monthly recurring service charges that ran from August 20, 2005, through September 19, 2005. As the account balance was left unpaid, on October 24, 2005, the account was forwarded to the outside collection agency, Diversified Consultants Inc. On July 4, 2006, the account was then forwarded to Valentine & Kebartas, Inc. On July 14, 2007, the account was forwarded to Plaza Recovery. And finally on October 1, 2009, the account was sold to Debt Recovery Solutions. Although the account has been sold to Debt Recovery Solutions, T-Mobile has requested that Debt Recovery Solutions return the account to T-Mobile. Upon receipt of the account, T-Mobile will credit the balance in full. 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. The account will remain closed with a zero balance. T-Mobile regrets 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. Lupe C[redacted] Executive Response

August 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 correspondence dated August 11, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] with regards to his iPhone rebate. From March 31, 2016, to April 29, 2016, postpaid customers who purchased an Apple iPhone on an Equipment Installment Plan (“EIP”) were eligible to get one-half off a second Apple iPhone when they activated a new line of service. Please be advised that along with several other qualifying rules, postpaid customers were to submit a rebate on our promotion website, t-mobile.com/promotions, within 30 days of purchasing the second device. Please note that if eligible, customers were to receive a prepaid debit card for the cost of the phone within eight weeks after the above-mentioned rebate submission was completed. Our records indicate that Mr. [redacted] did not complete the rebate process explained above and as a result he was not eligible for the above offer. T-Mobile regrets any inconvenience this may have caused. On August 12, 2016, in an effort to amicably resolve this matter, T-Mobile agreed to close Mr. [redacted]’ iPhone EIP for his phone line ending in 5235 in the amount of $341.64 and issued a bill credit in the amount of $34.18. Mr. [redacted]’ account balance reflects a revised credit balance of $34.18. Mr. [redacted] agreed to this offer as 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. Cesar R[redacted] Executive Response

July 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 21, 2016, regarding the above-referenced account. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. Please be advised that Ms. [redacted] she opted to participate in our promotional offer to receive an Apple iPhone 6 with JUMP! On Demand (“JOD”). This would allow Ms. [redacted] to pay no more than $15.00 to $19.00 per month for her handset with a qualifying trade-in. The price would be adjusted with a monthly promotional credit over the course of the 18 month lease as long as Ms. [redacted] does not switch or JUMP! to another device for a total of $216.00. It is important to note that the only exception to this is that a customer may switch to the new Apple iPhone 6s with JUMP! On Demand between the dates of September 26, 2015, through December 31, 2015. T-Mobile records indicate that on September 22, 2015, Ms. [redacted] qualified for and took advantage of our JOD offering with the leasing option of an Apple iPhone 6 Plus 16GB handset in space grey. JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in 18 installments. Customers have the option of JUMPING! their device up to 3 times in a 12 month period. However, should the customer choose to retain the device at the end of the 18 months they are provided with a lease purchase option price to own the device. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement. Please be advised that at the time of Ms. [redacted]’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. T-Mobile records reflect that on September 22, 2015, Ms. [redacted] traded in two eligible devices and as such she has received the promotional credits in the amount of $12.00 per month per handset. Please note that this reduces her monthly price from $31.00 per month to $19.00 per month. It is T-Mobile’s position that the promotional credits were applying to the account correctly to Ms. [redacted]’ line ending in 1311 and that from September 2015 through October 2015 she received a total of $36.00 in promotional credits. Please be advised that on November 14, 2015, Ms. [redacted] JUMPED! her Apple iPhone 6 Plus 16GB handset to the new Apple iPhone 6s Plus 16GB handset in Gold. Please be advised that at the time of Ms. [redacted]’ purchase, she was not required to make a down payment; however, she agreed to pay 18 monthly installments in the amount of $31.00 plus tax. Additionally, Ms. [redacted] also agreed to pay a final purchase options price in the amount of $191.99. Per the aforementioned JOD Amped! Program Ms. [redacted] would retain the $12.00 monthly discount thus reducing her monthly installment from $31.00 plus taxes to $19.00 plus taxes for the remaining 18 months. Regrettably, due to an inadvertent error Ms. [redacted]’ discount did not transfer to the new handset. In an effort to resolve Ms. [redacted]’ concerns, on June 27, 2016, T-Mobile issued a one-time credit for the remaining amount of $180.00, resulting in a reduced balance of $86.18. Ms. [redacted] then remitted a payment in the amount of $86.18, thus bringing her current account balance to zero. 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] contact with our retail location. 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

Complaint: [redacted]I am rejecting this response because: I have called to pay the remaining balance and was told that this was incorrect and have to pay 584.  They refused to honor the email from the Revdex.com complaint responant.  I asked for a supervisor and was left on hold for way to long then supervisor Ray refused to look at the account and then called back at 10pm at night.  Finally took my payment after I had rejected the response.Sincerely,[redacted]