T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I shall add that the service agreement I signed up on DID NOT REQUIRE a phone trade-in to be eligible for the JOD promotion.  Two phone lines were ported from a different carrier. The JUMP lease agreement I have has the conditions highlighted and handwritten for the monthly credit and monthly amount due.  Much appreciation is given to TMobile for honoring the JOD promotion offered as agreed upon.Sincerely, [redacted]

May 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 Name: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any equipment concerns Mr. [redacted] has experienced. On December 26, 2016, T-Mobile records reflect Ms. [redacted] purchased two Samsung Galaxy S7 devices on an Equipment Installment Plan (“EIP”). The purchase price for each device was $689.99 for a total of $1,379.98, which Ms. [redacted] agreed to pay in 24 monthly installment payments of $57.50. Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her devices. 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.
In Mr. [redacted]’s correspondence to your office, he states that he does not want a refurbished device. Pursuant to T-Mobile Policy under the Handset Exchange Program, T-Mobile will provide a new, or like new, 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. Please note, our records indicate the devices originally purchased were returned, new devices were purchased, and have now gone through the warranty process with the last warranty exchange completed on April 17, 2017.
Furthermore, Mr. [redacted] states he would like to upgrade his device at no cost to him. Mr. [redacted] is under no contractual agreement on his devices and is free to upgrade at any time. Please be advised that customers are responsible for paying taxes and that some devices may require a down payment.
Please be advised that upon speaking with Mr. [redacted] and his coverage concerns it was found that the towers near Mr. [redacted]’s address are currently being upgraded. T-Mobile will continue to work with Mr. [redacted] in regard to his service concerns.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 28, 2017, T-Mobile sent two brand new Samsung Galaxy S7 devices, and confirmed them as delivered on May 3, 2017. Mr. [redacted] is responsible for returning the used Samsung Galaxy S7 devices he has in his possession upon receiving the new devices. Please note, if the non-working devices are not returned to T-Mobile a one-time fee in the amount of $689.99 for each device will be assessed to the above referenced account. As an additional gesture of goodwill, we applied a one-time account credit in the amount of $50.00 to Ms. [redacted]’s account resulting in a balance of $37.72, which is due on May 19, 2017. ,
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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. T-Mobile regrets any inconvenience this may have caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

April 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted]. [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 16, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] had with the data features on his account. Please note that in November 2015, in order to provide customers with a better data experience and to provide better value to our existing customers, we doubled the minimum data included in all of our Simple Choice Family Time plans from 1GB to 2GB. T-Mobile customers were not required to contact Customer Care to receive this benefit as the system was to automatically update their rate plans to include the additional data. Unfortunately, Mr. [redacted]’s account did not reflect these automatic changes. However, on April 6, 2016, Mr. [redacted] contacted Customer Care and during this call we update his account to reflect 2GB of data for each line at no additional cost. In an effort to amicably resolve this issue, T-Mobile has applied a $150.00 credit to Mr. [redacted]’s account to provide him with one month of service at no cost. This credit left Mr. [redacted]’s account with a credit balance of $150.00 and he may verify this by visiting www.T-Mobile.com, his myT-Mobile application on his phone, or by dialing #225# on his T-Mobile device. 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. Brian W[redacted] Executive Response

August 17, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:     ...

[redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 9, 2015, regarding the above-referenced account.  Please be advised that Mr. [redacted] is listed as an authorized user on the above account.
 
T-Mobile regrets the inconvenience Mr. [redacted] experienced with delay in transferring his mobile numbers ending in [redacted] and [redacted] to T-Mobile.  In order to port a number to T-Mobile, the person requesting the port must provide the account number, account name, and password from the account the numbers are being ported from.  Additionally the requestor must provide the account number, account name, and password the numbers are being ported to.  Please be advised that if the information provided is accurate, then the port request will be processed.  After careful review we have determined that the information that was provided in each of the submitted port requests was inaccurate; therefore, the port requests were not processed.
 
On August 8, 2015, mobile numbers ending in [redacted] and [redacted] were successfully ported to the above account.  As a courtesy for the inconvenience Mr. [redacted] experienced, T-Mobile issued a $30.00 credit, bringing the account to a credit balance of $135.00.  Mr. [redacted] has confirmed that his issue has been resolved to his satisfaction. 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at[redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Cindy M[redacted]
Executive Response

May 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 11, 2017, regarding the above-referenced account. Mr. [redacted] has confirmed that he and Mr. [redacted] are the same person. 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 that Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on January 22, 2017, with two lines of service, which he ported-in from another provider. Mr. [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at $130.00 monthly. Mr. [redacted]’s line of service ending in 6952 was subscribed to our JUMP! 2 handset protection feature at $12.00 monthly. As such, Mr. [redacted]’s monthly access charges were $142.00.
Additionally, on January 22, 2017, Mr. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an LG V20 handset. Mr. [redacted] remitted a down payment in the amount of $49.99, and agreed to 24 monthly installments in the amount of $30.00 for the remaining device balance. Please note that 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.
At the time of Mr. [redacted]’s activation, T-Mobile offered a promotion, known as our Tax Time Switcher promotion. This promotional offer allowed customers who port-in a new line of service on a qualified rate plan to receive a mail-in rebate in the amount of $150.00 per line of service. This promotional offer required that qualified customers submit an online request for the refund, via http://www.T-Mobile.com/promotions within 30 days of the date of activation. It is important to note that this promotional offer may not be compatible with other promotional offers. Regrettably, our records confirm that a submission for this promotional offer was not received from Mr. [redacted] until March 20, 2017. As this was outside the provided 30 day timeframe, Mr. [redacted] was not eligible for this promotional offer.
In addition to our Tax Time Switcher promotion, Mr. [redacted] indicated that he wished to participate in our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom promotion reimburses consumers’ early termination fees up to $350.00 per line and provides account credits of up to $600.00 per device traded-in at the time of their activation – for up to twelve lines of service.
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. Regrettably, our records do not indicate that a submission for the Carrier Freedom program was received from Mr. [redacted].
On February 27, 2017, Mr. [redacted] initiated an early payment of $160.00 towards the LG V20 handset. It is important to note that as part of the early payment process at that time, the payment is immediately processed to the account, with a charge for the EIP amount to appear on the following billing statement. As Mr. [redacted] had a balance owed at the time of his early EIP payment, the payment was applied to the account balance owed, reducing the balance to $12.00. Mr. [redacted] remitted a payment in the amount of $72.00 on February 27, 2017, which left the account active, with a credit balance of $60.00. Mr. [redacted]’s March 23, 2017 billing statement was in the amount of $332.00, for monthly access charges, monthly EIP, and the early EIP payment amount. Due to the credit balance, Mr. [redacted]’s account reflected a balance owed in the amount of $272.00.
Mr. [redacted] cancelled his account on March 28, 2017, when he ported his numbers to another provider. As Mr. [redacted] had an open EIP at that time, the remaining balance was assessed to his final billing statement. On April 15, 2017, Mr. [redacted] remitted a payment in the amount of $272.00 for the balance owed at that time. The final billing statement, dated April 23, 2017, was in the amount of $470.00, as it included the remaining EIP balance, minus credits issued to prorate the monthly access charges. A payment for this balance was remitted on May 10, 2017. Mr. [redacted]’s account remains closed, with a zero balance. It is T-Mobile’s position that based on the above, Mr. [redacted] has been billed according to his rate plan and EIP.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offers to allow him to send a copy of his itemized final billing statement from his previous provider to our office, and upon receipt and review, T-Mobile will issue a refund to him for the qualified Carrier Freedom charges as described above. Mr. [redacted] may send this documentation via a facsimile to my attention at 505-998-3796. Alternatively, Mr. [redacted] may contact me directly at the number below to discuss options to provide the itemized final billing statement via email. T-Mobile requests that Mr. [redacted] provide this documentation no later than May 31, 2017, to accept this offer as resolution to his concerns. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted] Executive Response

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to add to the record that I made multiple calls to T-Mobile between July 2015 and March 2016, requesting that LG tablet be removed from my account and I was instructed to do various things from requesting an investigation to filing a police report for a stolen item that was in T-Mobile's possession the entire time.   Also, I spoke with 6 people (4 supervisors) on the phone and  I was only given a credit for one line after speaking to Martha A[redacted] at the TMobile store.  I am happy that this is finally over and TMobile has agreed to not charge me for a service that I did not use on a account that they removed my access to.
 
 
Sincerely, [redacted]

April 4, 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 2, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile regrets to hear that Ms. [redacted] had any concerns with processing a Mobile Unlock request. T-Mobile is committed to providing our customers with clear information about how to unlock their mobile phones, tablets, and mobile internet devices for use across different mobile carriers. Device unlock codes are available to customers who meet our eligibility requirements.  A review of Ms. [redacted]’s request confirms that on March 12, 2017, T-Mobile received a request for a Mobile Device Unlock code for the LG L90 device with International Mobile Equipment Identifier (“IMEI”) ending [redacted].   As such, on March 14, 2017, T-Mobile emailed Ms. [redacted] with the Mobile Device Unlock code and instructions needed to unlock her device. We apologize if Ms. [redacted] did not receive the email as it was never our intention to cause any delay in unlocking her device.   Nevertheless, on April 4, 2017, T-Mobile contacted Ms. [redacted] and resent the email with the instructions for her to complete her request which she has accepted as resolution to her concerns and considers this matter resolved to her satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

June 12, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 5, 2015, regarding the above-referenced account.   Mobile Device Unlockcodes are provided as a courtesy to our customers for their T-Mobileequipment.  Pursuant to T-Mobile policy, when a device unlock code isrequested for a postpaid account, the following requirements must be met: ·        Any open Equipment Installment Planassociated with the handset must be paid in full;·        The customer has paid an Early MigrationAccess Charge for the Classic Plan line of service and migrated it to a SimpleChoice rate plan;·        Device has been active on the T-Mobilenetwork for 40 days;·        Account in good standing with no pastdue amounts, no suspension, no cancellation or write-off status;·        Continuous device usage for at leastseven (7) days;·        Has not requested an unlock code for thesame line of service in the last 90 days;·        No more than two (2) unlocks per line ofservice in the past 12 months; and·        Device is sold through T-Mobile or aT-Mobile authorized dealer. T-Mobile recordsindicate that on June 5, 2015, Mr. [redacted] contacted Customer Care to request aMobile Device Unlock code; however, T-Mobile was unable to provide the code asthe above outlined requirements were not met.  Please be advised that onJune 9, 2015, as a courtesy to Mr. [redacted], T-Mobile agreed to unlock the deviceand provided the unlock code and instructions to Mr. [redacted] in order for him tosuccessfully unlock his handset. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

September 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated September 1, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account and recent equipment purchase. Our records confirm that Ms. [redacted] activated her account on September 5, 2014, and currently has five active lines of service. On July 23, 2016, Ms. [redacted] used our Equipment Installment Plan (“Equipment Installment Plan”) program to purchase four Samsung Galaxy J7 handsets. Ms. [redacted] was not required to remit a down payment, and she agreed to 24 monthly installments in the amount of $10.00 per handset, billed to her monthly billing statement with her regular monthly access charges. At the time of Ms. [redacted]’s purchase, T-Mobile offered a promotion which allowed Ms. [redacted] to receive one of several devices, including the Samsung Galaxy J7, at no cost, after a monthly credit. It is important to note that this promotion required Ms. [redacted] change her rate plan to a qualified plan. Regrettably, our records confirm that Ms. [redacted] did not change her rate plan to a qualified plan. As such, Ms. [redacted] was not eligible for the promotional offer. However, in an effort to amicably resolve Ms. [redacted]’s concerns, on September 7, 2016, T-Mobile closed the EIPs for each of the Samsung Galaxy J7 handsets purchased on July 23, 2016. As such, Ms. [redacted] will no longer be billed for the handsets on her monthly billing statement. Additionally, a credit in the amount of $80.00 was issued to her account for the billed handset installments. Ms. [redacted]’s account remains active, with a credit balance of $80.00. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

July 31, 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 26, 2017, regarding the above-referenced account. Please be advised that T-Mobile has attempted to contact Mr. [redacted], however we were unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets that Mr. [redacted] did not feel as though our previous response fully addressed his concerns and we are grateful for the opportunity to provide an additional response to this matter. Please note that Mr. [redacted] may view the eligibility requirements for the Carrier Switching Cost Reimbursement program at his convenience at www.switch2tmobile.com/.
Although it remains T-Mobile’s position that Mr. [redacted] is ineligible to receive additional reimbursement for his mobile numbers ending in 6870, 0145, 6256, and 0926, in a continued effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Mr. [redacted] may send an unaltered copy of his final billing statement from his previous service provider which clearly reflects his itemized cancellation charges to my attention at [redacted]@T-Mobile.com.
Upon review, T-Mobile agrees to submit a prepaid debit card in the amount of Mr. [redacted]’s qualifying cancellation charges less the previously reimbursed amount of $160.00. Please be advised that Mr. [redacted] must provide the above-referenced documentation within 30 days from the date of this letter in order to take advantage of this offer. 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

Complaint: [redacted]
I am rejecting this response because: I called and left messages. On Last call back Could not leave voice mail because his mailbox was full. I was told by the T-Mobile customer service right from the begining that my plan qualify for this deal and even all subsequent responses were same. T-Mobile should listen and share my conversation with Revdex.com which they record . I have many calls to customer service from black Friday night to last couple of weeks.They have never said that my plan is not eligible for this deal.  If they cannot fulfill their promise they should not advertise false ads. I don't want new phones , I want my old phone back.[redacted] 
Sincerely,
[redacted]

June 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 June 12, 2017 regarding the above-referenced account.
T-Mobile regrets that Ms. [redacted] continues to have concerns regarding her handset return. As shared in our previous correspondence to your office, though we do not show receipt of Ms. [redacted]’s handsets, we processed the return on good faith that the handsets were being returned. This was done on June 12, 2017 at which time a refund was issued to the original form of payment of $167.98 per handset. As we processed the return, a notification was sent to Ms. [redacted] notifying her of the return being processed even though we are not in receipt of her handsets. As we also advised, Ms. [redacted] should have allowed seven to ten days from June 12, 2017 to receive her refund. If Ms. [redacted] has still not received her refund, she may contact me at the number below. 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 10, 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 5, 2016 regarding the above-referenced account. 
 
T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra charge.  This global freedom was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries).  Please note, there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan.
 
With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps.  These speeds are great for web browsing, email, social networking and occasional use of certain features like GPS and maps.  However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad.  Additionally, voice calls back to the U.S. and to Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost.
 
It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees).  Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates.
 
T-Mobile records indicate Mr, [redacted], who is subscribed to an eligible rate plan was using data devices on the mobile numbers ending in [redacted] and [redacted] while recently internationally roaming in Jordan which is does not fall within the Simple Global coverage. 
 
Our records indicate that Mr. [redacted] was charged a total of $342.75 for international charges from June 27, 2016 through July7 26, 2016 plus applicable taxes.
 
As a courtesy an in an effort to amicably resolve this matter, T-Mobile placed a credit to Mr. [redacted]’s account in the amount of $342.75 for international charges from June 27, 2016 through July7 26, 2016 plus applicable taxes bringing the account balance to $170.31. Mr. [redacted] has accepted this as resolution to her concerns.
 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christopher R[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]

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

of your correspondence dated August 7, 2017, regarding the above-referenced file number.
T-Mobile regrets to hear of Mr. [redacted]’s concerns regarding the T-Mobile prepaid refill card that he purchased from Walmart. Regretfully, T-Mobile does not have the ability to research transactions completed at locations other than T-Mobile. Additionally, please be advised that per our Terms and Conditions, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”
However, as a gesture of goodwill and in an effort to amicably resolve the matter, on August 8, 2017, T-Mobile issued a refund to Mr. [redacted] in the form of a prepaid MasterCard that will be issued by Citibank. Mr. [redacted] should allow up to fourteen days to receive his card. We regret 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.
David T[redacted]
Executive Response

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

Revdex.com:
Tmobil sent me  the total refund.
Thank you very much for all your help.
I APPRECIATE You and your team for everything you have done to resolve this serous issue.
 
Thank you 
 
[redacted]

October 19, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: Sonia [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 13, 2015 regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted] concerns to her satisfaction. T-Mobile recognizes that seeing unexpected charges on a billing statement can be concerning, and we regret any inconveniences Ms. [redacted] may have encountered. Upon a very thorough review of Ms. [redacted] account, T-Mobile has confirmed the charges were generated when the rate plan on her mobile internet number ending in [redacted] was changed. On June 28, 2015 the rate plan for this line was upgraded from an On Demand Only plan, which incurs no cost, to our MatchPhoneData Up to 5GB rate plan for $10.00. The MatchPhoneData plan provides customers with an amount of data on their mobile internet line that is equivalent to what they have on their voice line up to 5GB. While T-Mobile’s Terms and Conditions do state that customers are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges, T-Mobile has decided to make an exception in this case. In an effort to amicably resolve this matter, T-Mobile has issued additional credits totaling $17.00 to offset the remaining two months of charges for the mobile internet rate plan change. Currently Ms. [redacted] account reflects a revised balance of $120.29 which is due on October 20, 2015. T-Mobile has also changed the rate plan for the mobile internet line back to the On Demand Only plan. Additionally, in order to help Ms. [redacted] avoid unauthorized changes to her account, T-Mobile has assisted her in adding a password which must be verified each time she contacts T-Mobile Customer Care prior to her being granted access to her 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 [redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you T-mobile for your understanding and removing the charges from my account.. highly appreciated it.Sincerely, [redacted]

Revdex.com:
I spoke with Belen Lopez with T-Mobile and was extremely satisfied with how she handled the entire issue. If I ever have any problems with [redacted], I would enjoy doing future business with T-Mobile if their coverage includes the areas that I frequent most. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for all your help in bringing this issue to a close.
Sincerely,
[redacted]