T-Mobile Usa Inc

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

[redacted] 24, 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 11, 2017, regarding the above-referenced account. Please be advised that we have been in contact with Ms. [redacted] via email.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated her service on January 13, 2017 and attempted to take advantage of our Carrier Freedom promotion.
To begin with, our records reflect that Ms. [redacted] met all of the requirements for Carrier Freedom and that she was reimbursed a total of $578.10 on February 8, 2017. Regretfully, due to an inadvertent error, Ms. [redacted] did not receive the full amount for her device balances in the amount of $1,005.10. Furthermore, Ms. [redacted]’s submission did not include details of any early termination fees.
As we want to ensure that our customers are provided the best experience possible, T-Mobile reimbursed Ms. [redacted] via refund card in the amount of $472.00, thus fulfilling the terms of the Carrier Freedom promotion. We regret any inconvenience to Ms. [redacted] and we appreciate her patience during our resolution of this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

Date Sent: 5/17/2017 4:22:04 PM May 17, 2017 FILED ELECTRONICALLY Bureau ServiceRevdex.com ofAlaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]         ...⇄ 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 9, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate that [redacted] is an authorized user of the account. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Mr. [redacted] had anything but a Un-Carrier experience while working with our team. Our records reflect that on May 12, 2017, T-Mobile attempted to contact Mr. [redacted] via phone and email to discuss his account concerns but we were unsuccessful. On May 15, 2017, Mr. [redacted] responded to our email requesting additional account information, which T-Mobile responded to the same day and requested for an appropriate time to contact him to discuss any additional concerns. Unfortunately, we had not yet heard back from Mr. [redacted] regarding an appropriate time to contact him despite our follow up attempts to reach him. Please note that T-Mobile has made a final attempt to reach Mr. [redacted] both by phone and email today, May 17, 2017, unfortunately, these attempts were also unsuccessful. We will continue to work with Mr. [redacted] to ensure that his concerns are fully address and respectfully request that he contact me directly at the number listed below. 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

January 20, 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. T-Mobile is pleased to report that Mr. [redacted] concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his refund. T-Mobile records confirm that on October 11, 2016, Mr. [redacted] account was charged $60.46, for the billing cycle charges from October 9, 2016, through November 8, 2016. On October 25, 2016, Mr. [redacted] account was cancelled when he ported his voice line of service to another service provider. On October 30, 2016, T-Mobile received a payment of $60.46, reducing the account to a zero balance. On November 11, 2016, T-Mobile applied a credit of $24.36 to Mr. [redacted] account for the prorated billing cycle charges from October 26, 2016, through November 8, 2016, bringing the account to a credit balance of $24.36. On November 28, 2016, T-Mobile issued an overpayment refund of $24.36 to Mr. [redacted] billing address, in the form of a prepaid refund card, to the billing address on file. It is important to note that T-Mobile utilizes Citibank Card services as a third party vendor and all prepaid refund cards are issued by them. Therefore, as Mr. [redacted] refund card was not received by him, Mr. [redacted] was required to contact Citibank Card Services directly at 877-855-7201 to have a replacement card issued. Upon speaking with Mr. [redacted], T-Mobile confirmed that he had contacted Citibank Card Services and that a replacement refund card has been mailed to his billing address on file. Mr. [redacted] should expect receipt of the replacement card within six weeks from the date of processing. 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

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 1, 2017, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile is delighted that Mr. [redacted] chose T-Mobile to be his wireless service provider. Please be assured that we make every effort to provide complete and accurate information to our customers. We apologize if Mr. [redacted] feels that this was not his experience when recently discussing the activation of service and cost of our SIM Card Starter Kits.
On April 7, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns. At this time Mr. [redacted] let us know that he had not activated a T-Mobile account yet. In an effort to amicably resolve this matter, on April 9, 2017, T-Mobile completed Mr. [redacted]’s account activation and mailed Mr. [redacted] two SIM Cards Starter Kits directly from our office at no cost to him.
Mr. [redacted]’s newly activated account number [redacted] was placed under military suspension on April 9, 2017, pursuant to Mr. [redacted]’s request. T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience he may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

April 26, 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 13, 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] experienced in regards to the Tax Time Switcher promotion and Advantage Program Discount. T-Mobile records confirm that on February 23, 2017, Mr. [redacted] activated a postpaid account with three voice lines and one Mobile Internet (“MI”) line of service. At the time of activation Mr. [redacted]’s account was subscribed to the 2 Lines T-Mobile ONE rate plan for $110.00 per month, for the first two voice lines of service. Mr. [redacted]’s third voice line of service was $45.00, per month. Mr. [redacted]’s MI line of service was subscribed to the T-Mobile ONE Tablet rate plan for $75.00, per month, plus taxes.
T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. The Advantage Program offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. T-Mobile records indicate that Mr. [redacted]’s verification documentation was not received; therefore, Mr. [redacted]’s account did not qualify for enrollment in the T-Mobile Advantage Program $25.00 Reward Card program.
Please be assured that T-Mobile strives 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 with our retail location.

Please note that, as part of the 2017 Tax Time Switcher promotion, from January 5, 2017, through February 28, 2017, customers who activate a new line of service on the T-Mobile ONE or Simple Choice rate plan with Unlimited data and port in their number will receive a $150.00 mail-in rebate per line of service. T-Mobile records confirm that Mr. [redacted]’s account met the requirements for the promotion. Unfortunately Mr. [redacted]’s rebate was declined as the account reflected that the mobile numbers had already been utilized in another non-compatible promotional offer. Therefore, in an effort to amicably resolve the matter, on April 17, 2017, T-Mobile sent Mr. [redacted] a prepaid refund card in the amount of $600.00, to the billing address on file. Mr. [redacted] may expect receipt of the refund within ten business days from the date of processing.
As Mr. [redacted]’s account was subscribed to AutoPay, the account was eligible to receive a $5.00 monthly bill credit, per voice line of service. Therefore, Mr. [redacted]’s monthly recurring charges were estimated to be $230.00 per month. Records confirm that Mr. [redacted]’s February 24, 2017, billing statement reflected a balance owed of $155.00 as the MI line charge of $75.00 did not reflect on this billing statement. On March 14, 2017, T-Mobile received a payment of $155.00, reducing the balance owed to zero.
On March 20, 2017, T-Mobile applied a courtesy credit of $20.00 to Mr. [redacted]’s account, bringing the account to a credit balance of $20.00. Records confirm that Mr. [redacted]’s March 24, 2017, billing statement reflected a balance owed of $227.50, increasing the balance owed to $207.50. On March 28, 2017, T-Mobile applied a courtesy credit of $110.87 to Mr. [redacted]’s account, reducing the balance owed to $96.63. It is T-Mobile’s position that Mr. [redacted]’s account was accurately charged for the monthly recurring charges and features.
T-Mobile records confirm that on April 23, 2017, Mr. [redacted]’s account was cancelled when he ported his voice lines to another service provider and requested the cancellation of his MI line of service. As of the date of this letter, Mr. [redacted]’s account remains cancelled with a zero balance. Should Mr. [redacted] wish to discuss this matter further, he may contact me directly at the number listed below.
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

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

May 26, 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 May 20, 2016, regarding the above-referenced account. T-Mobile regrets any continued concerns Ms. [redacted] has experienced regarding her equipment and refund request. Please be advised that upon speaking with Ms. [redacted] on May 25, 2016, she stated that she had not reviewed T-Mobile’s response to the above mentioned filed number and as such, she was unaware of the offer presented to her. Pursuant to her request, T-Mobile has provided Ms. [redacted] with a copy of our response to your office which has been provided to her electronically via email. Regrettably, additional efforts thereafter to contact Ms. [redacted] have been unsuccessful. As stated in our office’s response date April 28, 2016, as a means of amicable resolution, and as a gesture of good faith, T-Mobile is willing to apply a courtesy credit of $183.96 for the remaining equipment balance for the Samsung Galaxy S5. T-Mobile has re-extended this offer to Ms. [redacted] and as such if she would like to accept our offer or discuss this matter in further detail, she is welcome to contact me at the number listed below no later than June 9, 2016. 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. Emilio S[redacted] Executive Response

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

June 13, 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. To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 1, 2016, regarding the above-referenced account. T-Mobile regrets losing Ms. [redacted] as a customer and any billing concerns she has experienced. T-Mobile records confirm that [redacted] canceled her account on April 7, 2016 when she ported her mobile numbers 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 April 22, 2016. On June 9, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $61.34 electronically to Ms. [redacted]’s bank account for the pro-rated charges incurred from April 7, 2016 through April 22, 2016. Please note that it may take one to three business days for the funds to appear depending on Ms. [redacted]’s bank. T-Mobile regrets any inconvenience to Ms. [redacted] and we look forward to serving her in the future. 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. William B[redacted] Executive Response

September 2, 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 26, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced upon activating service with T-Mobile. Our records confirm that Ms. [redacted] activated service on June 21, 2016, with five lines of service. At the time of activation Ms. [redacted] activated under our Simple Choice Family plan at the cost of $120.00 per month for the first four lines which provides unlimited calling messaging and the first 6GB of data, additional lines may be added at the cost of $20.00 per line. In addition, at the time of activation Ms. [redacted] elected the JUMP! Feature on the lines of service ending in [redacted] and [redacted] at the cost of $12.00 per line per month. The JUMP! 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. With a claim of a handset being lost, stolen or physically damaged it is important to note that a pre-determined deductible is charged based on equipment model. T-Mobile records indicate that on June 21, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an [redacted] iPhone 6S Plus16GB and an [redacted] iPhone 6S 16GB. 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, Ms. [redacted] was asked to make a down payment in the amount of $114.00 and agree to a series of 24 monthly installments in the amount of $53.59. T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. If Ms. [redacted] found that the service was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation. Ms. [redacted] would also have been able to return her handsets for a refund, less any restocking fee. As Ms. [redacted] is beyond the return period for her account, she may cancel the account at any time but is unable to return the purchased device(s). If the account is canceled, any remaining EIP charges will be accelerated and become due in full with the final billing statement. It is important to note that while T-Mobile supports devices from other carriers, we are unable to guarantee all functionalities of the handsets based on compatibility and potential system limitations. While T-Mobile regrets any difficulties Ms. [redacted] may have experienced, T-Mobile respectfully declines any request for refund of monies paid on the independent shop mentioned. T-Mobile has reviewed Ms. [redacted]’s concerns in regards to the overages mentioned in her correspondence to your office, please note that her rate plan does not allow any nationwide overages and the charges incurred are those for international usage charges. Please be advised that all T-Mobile customers automatically have permission to dial internationally unless they have requested International Long Distance Barring to be added to their accounts. There is no cost for this feature, and customers are only billed for the international long distance rate to the country they are calling if the feature is used. T-Mobile records confirms that Ms. [redacted]’s mobile number ending in [redacted] used T-Mobile’s direct service to make international calls which took place during the calling period of June 23, 2016, through July 22, 2016. In review, the total international charges were of $61.87. Although T-Mobile finds the charges to be valid and owed, on August 10, 2016, a credit of $54.70 was issued towards the international call charges. T-Mobile has reviewed Ms. [redacted]’s concerns regarding the [redacted] iPhones promotions at the time of activations and confirms that she was eligible for a promotional activation reimbursement card of $400.00; T-Mobile records confirm that the reimbursement card has been approved as of August 19, 2016, and Ms. [redacted] should expect delivery within two to three weeks. Although the return period has been exceeded, in an effort to resolve the matter and as a gesture of goodwill, if Ms. [redacted] returns the above mentioned two [redacted] iPhones in like-new condition, with no physical damage, T-Mobile agrees to credit the remaining amount owed on the EIP, in the amount of $1,399.98. The handsets can be mailed to my attention to the following address: T-Mobile USA, Inc. Attn: Sacny A[redacted] c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM 87107 T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] turn off the Find MyiPhone feature off, and that she please include the handsets, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised if the full kit is not returned, such as the charger, a $40.00 restocking fee will be deducted from the credit offered above. Please be advised that if our final examination of the handset/s indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than September 14, 2016. Should Ms. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid. It is important to note that Ms. [redacted] is not under a contractual agreement with T-Mobile, and as such should she not be satisfied with T-Mobile service, she may cancel at any time without incurring an early termination fee. Additionally, should Ms. [redacted], cancel her service by September 14, 2016, either by contacting Customer Care to schedule the cancelation or her service or by initiating a port out of her mobile numbers, T-Mobile has agreed to waive the accounts current balance of $220.34. Should Ms. [redacted] opt to maintain services with T-Mobile, it is important to note that coverage and services are functioning as expected, and no compensation will be provided. T-Mobile respectfully declines Ms. [redacted]’s request for a refund of services paid to T-Mobile. 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

June 19, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:     ...

[redacted]                        T-Mobile Account Holder: [redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 15,2015, regarding the above-referenced account. Please be advised that [redacted] is listed as an authorized user onthe above account.  T-Mobile made severalattempts to reach Ms. [redacted]; however, our attempts have provenunsuccessful.  We will attempt to addressMs. [redacted]’ concerns with this letter.      T-Mobile records reflect thaton September 15, 2002, the above account was set up on EasyPay which automaticallydeducts the balance owed to the account up to three days prior to the bill duedate using a stored credit card, debit card or checking account supplied by thecustomer.   On July3, 2011, Mr. [redacted]changed his rate plan to the Classic Family 1000 promotional rate plan, whichwas a promotional rate plan that required a 24-month contract agreement foreach line being changed to this rate plan; therefore, the contracts on mobilenumbers ending in [redacted] and [redacted] were extended through July 3, 2013.  Additionally, on July 3, 2013, a handsetupgrade was completed for mobile number ending in [redacted], which Mr. [redacted] wasgiven the option of receiving a discount on the new handset purchase with a24-month annual agreement or the ability to purchase the handset at full retailprice, with no contract extension.  Mr. [redacted]chose to receive the handset at a discounted cost to him, and he agreed tomaintain active voice service for 24-months. T-Mobilerecords confirm that the account was canceled on May 25, 2013, when Mr. [redacted]ported his mobile numbers to another service provider.  Pursuant toT-Mobile policy, customers may be billed through the end of their currentbilling cycle if they cancel their service mid-cycle.  Please be advisedMr. [redacted]’ billing cycle ran from the 20th of one month to the 19thof the following month.  Accordingly, the June 19, 2013, billing statementwas billed for monthly recurring charges through June 19, 2013, two proratedearly termination fees of $50.00, and applicable taxes and totaled $250.48.  It is T-Mobile’s positon that these chargesare considered valid.       In accordance with the termsof EasyPay, on July, 10, 2013,T-Mobile debited $250.48, which included monthly recurring charges, a $50.00prorated early termination fee, and applicable taxes dating to the March 2012billing statement.  T-Mobile recordsreflect that on August 20, 2013, the $250.48 payment was disputed and returnedto the payment method of which it was paid through, bringing the account to apast due balance of $250.48. On June 1, 2013, the accountwas turned over to a third party collection agency with the past due balance of$250.48 and collection fees totaling $75.12 were applied to the past duebalance, bringing the balance owed to $325.60. As a courtesy to Ms. [redacted]and in an effort to amicably resolve this matter, on June 17, 2015, T-Mobileissued a courtesy credit to the account in the amount of $250.48, whichincludes the monthly recurring charges, the two prorated early terminationfees, and applicable taxes billed on the June 2013 billing statement.  Additionally, T-Mobile instructed the thirdparty collection agency assigned to remove the collection fees assessed andremove the account from collections. Please note that it may take up to 90 days for Mr. [redacted] credit file toreflect the changes.  Unfortunately, cancelledsubscribers cannot view their account at My T-Mobile.com as the login isassociated to the mobile; therefore, this cancelled access to theMyT-Mobile.com for mobile number ending in [redacted] and [redacted].  T-Mobile regrets any inconvenience to Ms.[redacted] and Mr. [redacted]. Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted].  Verytruly yours, T-MOBILEUSA, INC. [redacted]ExecutiveResponse

August 8, 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 Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 24, 2017, regarding the above-referenced account.  T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. Please be advised that [redacted] and [redacted] are one and the same.   T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his efforts to complete an exchange for his T-Mobile handset.  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 contact with our Customer Care.    T-Mobile records confirm that Mr. [redacted] is using an Apple iPhone SE handset on the mobile number ending in 2872.  Additionally, records confirm that, Mr. [redacted] is subscribed to the $12.00 monthly JUMP! feature which provides customers all the coverage offered by our Premium Handset Protection bundle (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.   Please be advised that in some situations T-Mobile customers are required to complete handset warranty exchanges for Apple iPhones through Apple directly.  Based on T-Mobile’s review, Mr. [redacted] would be required to pursue a handset exchange through Apple.   However, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on August 1, 2017, T-Mobile agreed to send Mr. [redacted] an Apple iPhone SE handset at no cost in exchange for the return of his non-working Apple iPhone SE handset to my attention at the following address:   T-Mobile USA, Inc. Attn:  Brandon M[redacted] c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM  87107   T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us.  We ask that Mr. [redacted] please include the handset, charger, and his account information within the box to ensure that he is not charged for a non-return fee.  We also ask that Mr. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to him if the application is enabled.  Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the balance will then be considered valid and owed.  It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to avoid being charged for the full retail price of the iPhone SE handset.  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.   Brandon M[redacted] Executive Response

October 13, 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 8, 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 and will forward a copy to Ms. [redacted]. T-Mobile records indicate that on December 1, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6 Plus. 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. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) feature. 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 on March 5, 2015, a replacement handset was sent to Ms. [redacted]. We regret hearing that Ms. [redacted] is having difficulties with her replacement handset. T-Mobile would like the opportunity to have Ms. [redacted]’s handset replaced. T-Mobile requests that Ms. [redacted] contact us at the number listed below to discuss this matter further. 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. James H[redacted] Executive Response

February 11, 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 30, 2016, regarding the above-referenced account. We regret any concerns Ms. [redacted] has experienced regarding past due notifications. If the account is past due, T-Mobile will contact the customer to advise of the past due balance and of the possibility of further collection activity. According to our records, on November 11, 2015, Ms. [redacted] purchased an iPhone 6s handset though our Equipment Installment Plan ("EIP") program. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. Ms. [redacted] cancelled her account, on November 29, 2015, when she transferred her mobile number to another service provider. At that time, the remaining EIP balance of $622.90 was accelerated towards Ms. [redacted]’s billing statement dated December 29, 2015. According to our records, on January 2, 2016, a payment of $104.89 posted towards Ms. [redacted]’s account reducing the balance to $622.90. Ms. [redacted]’s account remains closed with an outstanding balance of $622.90. It is T-Mobile’s position that this balance is valid and owed. Please be advised that Ms. [redacted]’s account has not been transferred to an outside collection agency. It is important to note that T-Mobile does not report accounts to credit bureaus. Therefore, unless the account is forwarded to a third-party collection agency, Ms. [redacted]’s credit should not be affected by this account. In an effort to amicably resolve the matter, on February 3, 2016, T-Mobile placed a collection hold on Ms. [redacted]’s account to prevent collection activity through March 4, 2016. Please be advised that on March 4, 2016, if unpaid, regular collection activity will resume on Ms. [redacted]’s account. Ms. [redacted] may contact Customer Care at 1-800-937-8997 in order to make payment arrangements. 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. Brandon M[redacted] Executive Response

July 5, 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 June 24, 2017, regarding the above-referenced account. Please be advised we have made several attempts to contact Ms. [redacted] but regretfully, our attempts have been unsuccessful. As such, we will make every effort to address her concerns within this letter to your office.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s inquiry related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 Lines On Us;
• 2016 November Tablet On Us
To begin with, our records reflect that Ms. [redacted] met all of the requirements for 2016 Friends and Family 2 Lines On Us offer as she activated two new lines, for which she is receiving the expected monthly bill credits. Those bill credits are reflected on page two of Ms. [redacted]’s most recent billing statement. Ms. [redacted] also met all of the requirements for the 2016 November Tablet On Us promotion, for which she is receiving the expected monthly bill credits. Those bill credits are reflected on pages six and seven of Ms. [redacted]’s most recent billing statement.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile closed and credited the EIP associated with each of Ms. [redacted]’s tablets thus she will no longer need the bill credits that are being applied to make these devices free. We regret 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.
David T[redacted]
Executive Response

August 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 July 25, 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.
In Mr. [redacted]’s letter to your office he outlined concerns regarding the return of a Personal CellSpot Router. T-Mobile regrets any inconvenience this matter may have caused Mr. [redacted]. 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. Only one CellSpot Router is available per account and it will only function in homes already wired with high speed internet service; however, it does not require that customers receive a minimum level of cell coverage within their home. The CellSpot Router has innovative T-Mobile software installed that prioritizes calls made over Wi-Fi as compared to other network traffic which ensures consistent and clear quality phone calls. This router is available for our customers to use as long as they remain a T-Mobile customer.
T-Mobile records confirm that on July 14, 2017, the CellSpot Router was received at our warehouse. As such the CellSpot Router has been removed from Mr. [redacted]’s account.
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.
James H[redacted]
Executive Response

March 17, 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 4, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] may have experienced with his account. T-Mobile records indicate Mr. [redacted] account was canceled on September 22, 2015, per his request at that time T-Mobile sent Mr. [redacted] his billing statement which reflected a balance of $3.30. Please be advised Mr. [redacted]’s account was canceled on that day but that was not his final billing statement. On October 21, 2015, T-Mobile received a payment of $3.30. On October 22, 2015, T-Mobile sent Mr. [redacted] his final billing statement in the amount of $62.70 which was for his final Equipment Installment Plan (“EIP”) balance for an Alcatel Evolve handset that was purchased on May 21, 2015. EIP is an installment plan which allowed Mr. [redacted] to pay his phone in monthly installments for 24 months. On December 18, 2015, after unsuccessful attempts to collect on the outstanding balance, Mr. [redacted]’s account was transferred to Diversified Consultants Inc. a third party collection agency. On January 25, 2016, T-Mobile received a payment in the amount of $62.70 which brought the account to a zero balance. Please be advised it may take 48-72 hours for the collection agency’s file to be updated when payment is made with T-Mobile. On January 26, 2016, T-Mobile received a payment of $62.70 from Diversified Consultants Inc. on Mr. [redacted]’s behalf. Diversified Consultants Inc. has since returned the payment to Mr. [redacted]’s credit card used. Mr. [redacted]’s account remains closed with zero balance. On February 29, 2016, Mr. [redacted] contacted T-Mobile to dispute the payment he made with the collection agency. To assist T-Mobile in further investigating Mr. [redacted]’s concerns regarding the additional payment T-Mobile requested proof of payment. Upon review the payment was refunded by the collection agency and Mr. [redacted] was not due any additional refund. On March 10, 2016, upon speaking to Mr. [redacted], we advised that in an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile will remove the account from third-party collections and instruct 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] was satisfied with this 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. Robert R[redacted] Executive Response

September 7, 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 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his services. On November 19, 2015, T-Mobile launched Binge On, our answer to address customers’ growing demand for mobile video. Video streaming has become the #1 way many people use data. Binge On is powered by technology built into our network that optimizes all detectable streaming video for mobile screens at DVD quality (480p or better), including YouTube, so it is more reliable and consistent, provides a satisfying viewing experience, and uses up less data. That said, Binge On is an automatic enabled feature that our customers can control at all times. It can be deactivated and reactivated anytime for each line on an account via My T-Mobile.com, either with the application or the online website.
As can be expected, there are requirements to qualify for Binge-On. Please be advised that in order to qualify for Binge-On, customers must have a 3GB or higher data package. Our records confirm that Mr. [redacted] has the 2GB data feature for all of his lines that is included with his rate plan therefore is not eligible for Binge-On.
Based on Mr. [redacted]’s history with us, on September 5, 2017, T-Mobile offered 3GB web package for all 3 of his lines at no cost for the next 6 months. Mr. [redacted] is welcome to contact me at the number below to take advantage of this offer.
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.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

June 26, 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 June 13, 2017, regarding the above-referenced account.
We regret any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to work with him in resolving his concerns.
T-Mobile records confirm that as of May 8, 2016, Mr. [redacted] is subscribed to the T-Mobile ONE, promotional rate plan, which for $110.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that under this promotional plan the third line has a cost of $45.00 and any additional lines added after the third are $25.00 each per month. T-Mobile records indicate that line ending in [redacted] is subscribed to the optional $10.00 Premium Handset Protection (“PHP”) feature. T-Mobile records indicate that line ending in [redacted] was transferred from an existing T-Mobile account as of May 23, 2017, and due to an inadvertent error the PHP feature did not transfer with the line.
In an attempt to reach Mr. [redacted] at the primary line ending in [redacted] on June 17, 2017, T-Mobile got in contact with [redacted] who is listed as an authorized user on Mr. [redacted]’s account. Mr. [redacted] indicated he was driving and agreed to allow the conversation with Ms. [redacted]. T-Mobile has clarified the T-Mobile ONE promotional plan is advertised as a plan including unlimited voice, messaging, and high-speed data service, plus a variety of Un-Carrier benefits to postpaid customers, with all taxes and fees included in the price. Unfortunately, additional features such as insurance are not included within this plan and result in a charge on top of the quoted $110.00 for the plan.
In order to amicably resolve Ms. [redacted] concern T-Mobile has agreed to add the PHP insurance to line ending in [redacted] which has a cost of an additional $7.00 per month. T-Mobile records indicate that as of June 18, 2017, Mr. [redacted] added a third line of service resulting in a monthly recurring charge of $172.00 including the above referenced services.
Please note that 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. Another benefit of AutoPay is that it provides customers such as Mr. [redacted] who are on the T-Mobile ONE plan the opportunity to take advantage of a $5.00 discount per line as long as AutoPay remains active. Mr. [redacted] may activate AutoPay via myT-Mobile.com.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Thania R[redacted] Executive Response