T-Mobile Usa Inc

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 31, 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 22, 2016, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding his final billing with T-Mobile. Our records confirm that on August 31, 2016, Mr. [redacted] cancelled his account when he ported his mobile numbers to another service provider. It is very important to note that if a customer has an open JUMP! On Demand (“JOD”) lease and the account is cancelled, any remaining open lease balance on the cancelled account is accelerated and becomes due with the final billing statement. In addition, if the handset is not returned to T-Mobile, the total remaining balance for the purchase option price of the handset is assessed on the final billing statement. Please note that this information was disclosed within the agreement provided to Mr. [redacted] at the time of his lease purchase, on November 1, 2015. T-Mobile records indicate that on September 13, 2016, Mr. [redacted] visited a T-Mobile retail location to return his two leased iPhone 6 handsets. Pursuant to the Terms and Conditions of T-Mobile’s JOD handset leasing program, upon return of the handsets, the purchase option price for each handset was removed from the balance, in the amounts of $135.99 and $163.99. Please be advised that this left Mr. [redacted] responsible for only the remaining lease balances, in the total amount of $458.46, which was assessed to Mr. [redacted]’s final billing statement dated September 25, 2016. Please be advised that the remaining lease balances are valid and owed as Mr. [redacted] agreed to an 18-month lease agreement for each handset. Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to Mr. [redacted]’s account in the amount of $458.46, the full remaining balance owed for the leases. Mr. [redacted]'s revised account balance of $177.24 remains valid and owed. Mr. [redacted] accepted this offer as resolution in full to his concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location or 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. Kayla J[redacted] Executive Response

November 9, 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 30, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]’ concerns with regards to the recently activated Mobile Internet lines of service and with returning said equipment. Our records indicate that on October 17, 2016, Mr. [redacted] activate two Mobile Internet lines of service ending in [redacted] and [redacted]. At the time of activation, Mr. [redacted] purchased a SIM Starter Kit and a Linkzone Hotspot device. As Mr. [redacted] indicates in his letter to your office, due to an inadvertent delay in receiving the above mentioned equipment, he visited a retail location at which time he activated a third mobile internet line of service ending in [redacted] and purchased a Linkzone Hotspot device. We are pleased to report that as of the date of this letter, T-Mobile has successfully returned the above mentioned Linkzone Hotspot and Sim Starter Kit. Accordingly, T-Mobile has canceled the two mobile numbers ending in [redacted] and [redacted]. Additionally, T-Mobile issued account credits totaling $74.34 which were equal to monthly access charges for the two canceled lines of service which left a remaining account balance of $200.85 balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

April 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To...

Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated March 29, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to the above-referenced account. T-Mobile records confirm that on November 20, 2016, Mr. [redacted] activated a postpaid account with four voice lines of service. At the time of activation Mr. [redacted]’s account was subscribed to the T-Mobile ONE rate plan. It is important to note that from November 18, 2016, through November 22, 2016, eligible customers who activated two voice lines on T-Mobile ONE or a qualifying Simple Choice rate plan could get up to two additional lines for free.
Although T-Mobile records confirm that Mr. [redacted]’s account qualified for two voice lines free offer, due to an inadvertent error, Mr. [redacted]’s account has only received one credit of $25.00 per billing cycle since the date of activation. Please note that due to system limitations T-Mobile is unable to provide Mr. [redacted]’s account with the monthly promotional credit of $25.00 per month. Therefore, on February 28, 2017, T-Mobile applied a credit of $600.00 to Mr. [redacted]’s account, for the $25.00 credit Mr. [redacted]’s account should be receiving for a 24-month term. As Mr. [redacted]’s account had a balance owed of $195.88, for the billing cycle charges from February 21, 2017, through March 20, 2017, the credit brought Mr. [redacted]’s account to a credit balance of $404.12. 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

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

July 11, 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 June 29, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] is designated as an authorized user of the account.  Please be advised that T-Mobile has been in contact with Ms. [redacted].   T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.   T-Mobile records confirm that the above-referenced account was canceled on June 30, 2017 when mobile numbers ending in [redacted] ported to another service provider.  The account holder’s billing cycle ran from the 25th of one month to the 24th 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, the account will be billed through July 24, 2017.   Further records confirm that the above-mentioned account was subscribed to our now grandfathered Simple Choice rate plan for $80.00 for the first two lines and $10.00 each additional line.  Furthermore, the mobile internet line ending in [redacted] was subscribed to our Simple Choice 9GB rate plan for $60.00 per month since March 7, 2015.  Please be advised that when combined with a voice line account customers are given a $10.00 discount. Therefore, this mobile internet line was $50.00 after the discount.   Additionally, mobile numbers ending in [redacted] and [redacted] were subscribed to our Unlimited Data feature for $20.00 per month. Please be advised that each line was subscribed to our $12.00 Premium Handset Protection which included handset insurance, extended warranty, and Mobile Security with Lookout.   T-Mobile records indicate that on June 20, 2016, Ms. [redacted] qualified for and took advantage of our JUMP!  On Demand (“JOD”) offering with the lease of a Samsung Galaxy S6 Edge handset.  Customers with a JOD lease of 18 months are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade.    Please be advised that if customers choose to end their lease or cancel service before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.   Our records show that November 5, 2017, Ms. [redacted] agreed to an Extended Payment Schedule (EPS).  An EPS is a payment arrangement that allows a customer to pay their balance off in monthly installments. The creation and maintenance of an EPS can only be administered by T-Mobile’s Financial Care department.  It is important to note that if an account goes into a cancelled status, the EPS balance will be accelerated and due immediately. T-Mobile records confirm that Ms. [redacted] agreed to pay a past due amount of $617.55 from billing cycle August 25, 2016 through September 24, 2016, in 8 monthly installments of $77.19.   As we want to ensure that our customers are provided the best experience possible, on June 10, 2017, T-Mobile credited $64.84 leaving the account balance of $234.50.  Additionally, T-Mobile offered to credit the final billing statement and promised to follow up on July 31, 2017 in order to credit the final billing statement. T-Mobile regrets any inconvenience that 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.   Chris L[redacted] Executive Response

Tell us why here...

May 25, 2017
FILED ELECTRONI**LLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It...

May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s concerns regarding his account billing. Review of Mr. [redacted]’s account indicates that mobile numbers ending in [redacted] and [redacted] were subscribed to our grandfathered $180.00 Simple Choice Unlimited Talk and Text rate plan.
T-Mobile records confirm that on January 5, 2017, a Change of Responsibility (“COR”) was performed on Mr. [redacted]’s account when the five mobile numbers ending in [redacted], and [redacted] were moved to a new customer’s account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.
Upon the completion of the COR, mobile numbers ending in [redacted] and [redacted] remained active on Mr. [redacted]’s account. Mr. [redacted]’s account continued on the above mentioned price plan as the promotional Two Lines for $100.00 price plan he had requested was grandfathered and therefore no longer available.
With regards to Mr. [redacted]’s unauthorized accessory purchase on his account concerns, T-Mobile records indicate that on February 2, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung VR headset. Further records confirm that on March 18, 2017, Mr. [redacted] transferred mobile number ending in [redacted] to another service provider. Furthermore, on the same date Mr. [redacted] contacted our Customer Care team and requested cancellation of mobile numbers ending in [redacted] and [redacted]. Therefore, mobile numbers ending in [redacted] and [redacted] were set to cancel effective April 7, 2017. Unfortunately, mobile number ending in [redacted] was not scheduled for cancellation.
Furthermore, our records indicate that on March 21, 2017, T-Mobile elected to remove the EIP loan for the Samsung VR headset as our Fraud Team determined the EIP loan was initiated on Mr. [redacted]’s account without his consent. As such, between May 21, 2017, and April 12, 2017, T-Mobile applied credits totaling $99.99 to Mr. [redacted]’s account for the cost of the Samsung VR headset.
As Mr. [redacted] requested, on April 7, 2017, mobile number ending in [redacted], and [redacted] were cancelled. On April 12, 2017, Mr. [redacted] contacted Customer *Care and pursuant to his request mobile number ending in [redacted] was cancelled effective the same date. Upon cancellation On May 9, 2017, Mr. [redacted]’s final billing statement was mailed to him at his billing address showing a final balance of $203.65, which includes monthly access charges and applicable taxes through the date of cancellation. In an effort to amicably resolve this issue, T-Mobile applied a credit of $203.65 to Mr. [redacted]’s account to bring his outstanding balance to zero. As such, Mr. [redacted]’s account remains closed with a zero balance.
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.
[redacted]
Executive Response

April 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 April 18, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile promotions and appreciates the opportunity to respond to his concerns.
T-Mobile records confirm that Mr. [redacted] is eligible and participating in our 2016 Friends and Family 2 Lines on Us and our LG G PAD On Us promotions. Please note that our 2016 Friends and Family 2 Lines On Us promotion was available from November 18, 2016, through November 22, 2016. Our records further indicate that as of Mr. [redacted] is receiving his $20.00 promotional credits as of December 4, 2016 on his LG G Pads making them free.
In addition, as Mr. [redacted] states in his correspondence, he has two Mobile Internet (“MI”) lines and each of them are subscribed to our Simple Choice North America Mobile Internet rate plan with 4G speeds up to 6GB for $35.00 per month. Please note that by being on an account with an active voice line his MI line is eligible for a $10.00 hybrid discount. Our records indicate that as of December 14, 2016, Mr. [redacted] is receiving the $25.00 promotional credit and the automatic $10.00 hybrid credit for his lines making them free. It is important to note that Mr. [redacted] is receiving the promotional credits on his MI lines because these are the lines that were activated during the promotion available date.
As of April 19, 2017, Mr. [redacted] has six mobile numbers and is subscribed tour Simple Choice Family Unlimited Talk, Text, and Data with 4G speeds 4 lines for $150.00 per month. Mr. [redacted] receives his additional two mobile internet lines for free. Mr. [redacted]’s monthly recurring charges are $150.00 per month before applicable taxes. As of April 19, 2017, Mr. [redacted]’s account balance is $207.40, which consists of his monthly recurring charges from February 14, 2017 through March 13, 2017, final Equipment Installment Plan (“EIP”) payment of $29.16 for his Samsung Galaxy Note 4, $5.00 late payment, and applicable taxes.
Should Mr. [redacted] have any additional questions he may contact me at the number provided below.. Additionally, Mr. [redacted] may also view his billing statement online at wwww.MyT-Mobile.com. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

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

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

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 did reach out twice to Chris and left a message also. I appreciate the time and effort.Sincerely, [redacted]

Revdex.com:Seeing as I can't file criminal charges against the terrorist organization known as T-Mobile, I'll just mark this as satisfactory and move on with my life...Sincerely, [redacted]

October 6, 2015
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

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

your correspondence dated October 1, 2015, regarding the above-referenced file number.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number [redacted] provided and as such, we will not be contacting [redacted] regarding their correspondence to your office.
Further records confirm that on October 1, 2015, T-Mobile reached the Billing Responsible Party and addressed their account 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 [redacted]
Very truly yours,
T-MOBILE USA, INC.
Sacny A[redacted]
Executive Response

April 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 April 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to her account. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $250.00.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion.
T-Mobile records indicate that on September 19, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 32GB and traded in her iPhone 5S. Please note that Ms. [redacted] account did not have a qualifying rate plan, therefore, Ms. [redacted] account did not receive the trade in credit of $58.00 nor the monthly promotional bill credits.
Furthermore, in an effort to amicably resolve this matter, on April 19, 2017, T-Mobile issued a credit in the amount of $400.00 towards Ms. [redacted] iPhone 7 32GB’s EIP reducing the remaining balance owed to $87.45. Please note that the remaining amount will continue to bill out in monthly installments.
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 and 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.
Mercedes V[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:
My husband and I both used T mobile and he canceled his plan. Errandly my account is still under my husband's name? T-mobile is informing me I'm not an authorized user on the account and they cannot resolve the matter with me. If that's their policy, when I went to the store, how could T-mobile sell me the cell phone under this account in the first place then? Sincerely,[redacted]

June 9, 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 1, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. We regret any concerns Mr. [redacted] may have experienced regarding being billed an out of warranty fee. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S6 on June 19, 2015. By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his 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. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. In an effort to amicable resolve this matter. T-Mobile has credited the out of warranty fee of $425.00. It should be noted that this left an amended balance on Mr. [redacted]’s account of $178.57 that consist of monthly services charges from April, 27, 2016, through May 26, 2016. . 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

September 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 25, 2017, regarding the above-referenced account. We are happy to report that Ms. [redacted]’s concerns were addressed to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to the billing of her account. Per our last conversation, Ms. [redacted]’s expected monthly charges are $104.00 before taxes and fees.
As of July 5, 2017, upon speaking with Ms. [redacted] the account reflected a zero balance. The billing statement generated on July 8, 2017, included the monthly access charges plus applicable taxes and posted to the account for $121.62.
The billing statement dated August 8, 2017, generated in the amount of $373.48 and included the past due balance of $121.62 from the July 2017 billing statement, monthly access charges plus applicable taxes, and due to an inadvertent error a payment agreement charge of $130.24. On August 11, 2017, a payment of $60.81 posted to the account. Additionally, on August 20, 2017, the charge of $130.24 was removed from the account. The updated account balance is $182.43.
In an effort to amicably resolve Ms. [redacted]’s concerns on August 30, 2017, the account due date was changed to be the 15th of the month. The change will take effect on the next billing statement. Additionally, the account was placed on a collection hold until September 24, 2017, to avoid service interruption.
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.
Jessica G[redacted]
Executive Response

November 18, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 10, 2016, regarding the above-referenced account. 
 
T-Mobile is very sorry to hear of Mr. [redacted]’s concerns with the trade-in he completed for his iPhone 6s with 16B of memory device and the status of his trade-in credit. 
 
Upon review of Mr. [redacted]’s concern, we can confirm that he traded-in his device in order to take advantage of the iPhone 7 Trade-Up promo. Starting September 9, 2016 for a limited time, new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) could get a new iPhone 7 for free (via bill credits, up to $649.99) when purchased with our Equipment Installment Plan (“EIP”) program. Starting September 15, 2016, in order to be eligible for the offer customers must sign up for T-Mobile ONE and can unleash the full power of iPhone 7 on the network built for unlimited data.
 
T-Mobile records confirm that on September 18, 2016, Mr. [redacted] purchased an iPhone 7 with 32GB of data device with a retail price of $649.99 plus taxes.  Ms. [redacted] was not required to remit a down payment and agreed to 27 monthly installments in the amount of $27.09.  Records further confirm that Mr. [redacted] traded- in an iPhone 6s with 16GB of memory device with serial number 353260073408018 in order to take advantage of the iPhone 7 trade up offer mentioned above.  Mr. [redacted] trade-in was eligible to receive a onetime trade-in bill credit in the amount of $265.00 and 24 monthly EIP credits in the amount of $16.04 for a total of $384.99 in EIP monthly bill credits and a great total of $649.99.
 
Unfortunately, upon receipt of Mr. [redacted]’s trade-in an iPhone 6s with 16GB of memory device with serial number [redacted] the device was found to have the Find My iPhone (FmiP) feature enable.  The find My iPhone Activation Lock is an iOS feature that secures customers device against anyone else trying to use or sell their lost iOS device.  It is important to note that T-Mobile is unable to disabled this feature and it is up to the customer to unlock the device prior to processing the device trade-in.  Our records confirm that T-Mobile extended an exception to Mr. [redacted] to disable the FmiP activation lock by November 2, 2016.  Please note that on November 2, 2016, T-Mobile reevaluated the device and found that the FmiP remained locked. 
Nevertheless, as a courtesy, and in an effort to amicably resolve this matter, T-Mobile offers to provide Mr. [redacted] with a onetime bill credit in the amount of $384.99 equivalent to monthly iPhone 7 bill credits mentioned above.  This credit can be used towards Mr. [redacted]’s monthly service charges, or as a payment towards his iPhone 7 with 32GB of data device.  If Ms. [redacted] wishes to accept T-Mobile’s offer as full resolution to his concerns, he may contact me directly at the number listed below within 14 days of this letter.  T-Mobile regrets any inconvenience to Mr. [redacted].
 
Based on this information, it is T-Mobile’s position that Ms. [redacted] is not eligible for the iPhone 7 trade up offer.      
 
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

May 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 May 24, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile would like to ensure Ms. [redacted] these matters are taken very seriously and we wish to thank her for taking the time to bring this matter to our attention. The feedback Ms. [redacted] has provided allows us to take the necessary steps to improve future customer experiences.
At T-Mobile, we believe everyone deserves a great smartphone. That's why we want Smartphone Equality for everyone with a program that helps customers get the best pricing on our smartphones and other devices, regardless of their credit score. Customers who simply pay their T-Mobile bill on time for 12 consecutive months will have access to the sane pricing available to well-qualified customers. Payments must be posted within 48 hours after the original due date and the account may not be in collections. Payments received late, including those made through payment arrangements, will reset the counter to be eligible for initial well-qualified pricing. Less qualified customers who do not make their payments on time for twelve months, but meet the three plus year tenure requirement will also qualify for best pricing.
T-Mobile has reviewed Ms. [redacted]’s account and we have confirmed that the three year tenure requirement will be reached on May 28, 2017 however our records indicate she was advised this would be reached at the end of April 2017. T-Mobile truly regrets this confusion and we have taken the necessary steps to qualify the account for best pricing on all future upgrades. It is important to note that T-Mobile no longer offers financing plans with zero dollar down payments and even our well qualified customers make down payments at the time of purchase. These down payments are always the lowest amount available and are most often approximately $50.00 but can vary depending on the full retail cost of the device in question.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted]
Executive Response