T-Mobile Usa Inc

Tell us why here...
October 27, 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 October 16, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in obtaining his final billing statement. Please be advised that on October 15, 2017, Mr. [redacted] called into Customer Care requesting a reprint of his final T-Mobile billing statement. Mr. [redacted] stated that he had recently been deployed and does not have a primary billing address.
It is important to note that T-Mobile takes account and consumer privacy very seriously and therefore, mailed billing statement reprints may only be sent to the primary billing address on file. As such, Mr. [redacted] was advised that, unfortunately, a billing statement could not be provided to him at that time.
However, in effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile emailed Mr. [redacted] his final billing statement, which Mr. [redacted] confirmed he received. 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.
Rochelle M[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 would like to personally speak to Ms. Maggie R[redacted] to be sure my bill is settled and will be the same each month.  I will set up a direct payment with her.Thank you.
Sincerely,
[redacted]

September 29, 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 September 16, 2017, 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 has resolved Ms. [redacted]’s concerns to her satisfaction.   We regret any inconveniences Ms. [redacted] may have experienced in regards to our recent iPhone Trade In promotion for her Apple iPhone 5S 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.   Please be advised that starting on September 15, 2017, new and existing customers can get $300 off the purchase of an Apple iPhone 7, 7 Plus, 8, or 8 Plus handset via 24 monthly bill credits when they purchase the device on an Equipment Installment Plan (“EIP”).  They will need to trade in a functional, paid off, eligible Apple iPhone device.  Please note that the eligible Apple iPhone handsets to trade in are Appel iPhone 6 or newer models.  Regrettably, Apple iPhone 5S handsets are not eligible.   T-Mobile records confirm that Ms. [redacted] purchased an Apple iPhone 7 32GB handset with EIP on September 16, 2017, and wished to trade in her Apple iPhone 5S handset.  In order to amicably resolve Ms. [redacted]’s concerns, T-Mobile will accept the return of the iPhone 5S to our offices.  Once the device is received and we confirm that it is in good working condition, we will manually apply a $300.00 credit towards the Apple iPhone 7 32GB handset EIP.   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.   Carolina F[redacted] Executive Response Tell us why here...

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.
After Countless months and weeks of back and forth finally Shannon, from the executive office of the president fixed my issue promptly and courteously. Sincerely, [redacted]

September 13, 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 September 1, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets that our service did not meet Ms. [redacted]’s needs and that she has concerns regarding her refund. T-Mobile records indicate that Ms. [redacted] activated her account on May 24, 2017, and that her account was cancelled at her request on July 28, 2017. Ms. [redacted] was billed $184.26 for this period of time and made a payment for this amount on June 15, 2017.
Additionally, T-Mobile records reflect that on May 24, 2017, Ms. [redacted] purchased two Samsung Galaxy S8 handsets at which time she paid $197.07 for down payments, SIM Starter Kits and applicable taxes. Please note that the SIM Starter Kit charges are non-refundable. As such, on July 11, 2017, when Ms. [redacted]’s equipment was returned, a refund was issued for $98.51 which is the amount she paid minus the charges for the SIM Starter Kits.
However, on August 31, 2017, an additional refund of $159.46 was issued to Ms. [redacted]. Thus Ms. [redacted] was refunded more than she was charged for her handsets. Furthermore, in an effort to amicably resolve the matter, on September 5, 2017, a refund was also issued for Ms. [redacted]’s payment of $184.26. The account remains closed with a zero balance. 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.
William B[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:I am not personally satisfied with the voicemail message that was left on my phone. Shortly after  the phone call I left several messages for 3 days with no response back until my final message where I suggested to leave a voicemail with the resoulution! I wish Tmobile had recordings of all my phone calls through out the year, I returned my Note 5 because it would heat up for months my fiance returned his Iphone because phone was dropping calls and had issues for months we both finally got fed up and were under the impression this was a warranty issue after explaining this over the phone.There is no favor waiving 845.00 dollars on my account when I should have never been charged this in the first place. Now Tmobile has written documentation that my bill monthly should be about 209.00 plus an additional 72.00 dollars for and exteneded payment plan since July 2016..for the past year my bank accounts withdrawl show payments to Tmoblie ranging from 450. to 500 that is the real explanation I am trying to recieve from Tmobile! Once again I am extremely confused with Why I am paying so much this stress has really caused me Headaches and I know I let it go for to long but till this day I have a requested a monthly breakdown from Tmobile and yet to recieve one.My Tmobile account is higher than my monthly mortgage so once again waiving something as a courtesy that should never have been charged does not really help maybe charging the correct bill monthly would not put me in this situation of not being able to pay my Bill.  
Sincerely,
[redacted]

December 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: *** ***
Your File No. ***
T-Mobile Account No. ***
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 11, 2017, regarding the above-referenced account. We are pleased to report that Ms. ***’s concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any ongoing concern that Ms. *** has experienced regarding her reimbursement. We appreciate the opportunity to respond to this matter.
Pursuant to our letter to your office dated December 1, 2017, on November 30, 2017, T-Mobile’s Executive Office contacted Ms. *** and with Ms. ***’s authorization, T-Mobile contacted her Original Service Provider to substantiate her outstanding equipment balance. As a result of this interaction, T-Mobile found that Ms. *** was eligible to receive a $650.00 reimbursement. Accordingly, on November 30, 2017, T-Mobile’s Executive Office provided approval for the issuance of a $650.00 prepaid debit card reimbursement.
It should be noted that on December 1, 2017, Ms. ***’s aforementioned reimbursement was processed and a request was submitted to CitiBank to issue Ms. ***’s reimbursement card.
Please be advised that on December 16, 2017, T-Mobile contacted Ms. *** regarding her concerns and Ms. *** confirmed that she received her reimbursement, was able to activate and use the prepaid debit card. As of now, Ms. *** confirmed that her concerns have been resolved.
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. ***.
Very truly yours,
T-MOBILE USA, INC.
Jason A***
Executive Response

June 1, 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 25, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her equipment. T-Mobile records reflect that Ms. [redacted] purchased an LG G4 handset on February 17, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her LG G4 via T-Mobile’s Handset Exchange Program. Alternatively, Ms. [redacted] can replace her LG G4 through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Currently, Ms. [redacted] is eligible to receive the same model device as replacement through our Handset Exchange Program. In an effort to amicably resolve this issue, T-Mobile has mailed Ms. [redacted] an iPhone 6 16GB to replace her LG G4 at no cost. Included in the box is a return label for Ms. [redacted] to send the non-working LG G4 back to our office. Ms. [redacted] must return the non-working LG G4 with the included mailing label within 30 days of receiving the iPhone 6. If the LG G4 is not received within 30 days, Ms. [redacted]’s account will be assessed a $400.00 non-return fee. Finally, Ms. [redacted] must return her LG G4 in good condition, without physical or liquid damage. 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]. For the record, T-Mobile made one (1) attempt to contact me during regular business hours, the other attempt was on saturday evening. On the other hand, we reached out to them several times during regular business hours to no avail. This fact is easily verifiable through my current bill form my current phone carrier and it makes no sense why T-Mobile flat out lies instead of dealing with the issue. Such business practices affect more than one costumer and the company is bound to have open cases again if they don't remedy. With regards to porting out, again that was done 1 day after the initial agreement, and that delay was due to T-mobile. Again the porting on the 15th was contingent upon T-Mobile fulfilling their obligations prior to that date, not at 9 pm on the 15th. We still honored the agreement and ported out the following morning, during regular business hours. As per the 15$ credit, that is no credit, but a refund of an expense that I shouldn't have to make all together. $15 covers only shipping costs, and it does not take into account time, gas, and other resources.  However this is what we had previously agreed on, and we did this as a courtesy to T-Mobile. As per the last month credit that T-mobile mentions, it is true, they did credit in full our last bill, however this was not a retribution for professional and personal time and resources spend over a period of 3 months to deal with issues created by T-Mobile. This credit was to make up for the lack of service all of our 5 lines had. We could not even receive text messages from one another in the same room, let alone calls from other family, friends and most importantly work. Some of us do freelance work and missed out on quite a few projects mainly due to not receiving calls, messages. We have accepted T-Mobile's offer, however we are not satisfied at all with the resolution, since we have lost quite a bit in this whole affair and T-mobile continues to lie, not take responsibility and of course avoids to pay any retribution whatsoever even after causing so much professional and personal damage to five (5) costumers at once. We are only accepting the response due to medical reasons, otherwise we would've seen T-Mobile in court! Thank you so very kindly to Revdex.com for their professionalism. 
 
 
 
and find that this resolution is satisfactory to me. Sincerely, [redacted]

November 21, 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 November 10, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have experienced in regards to promotional offers, account security, and the cancellation of her 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 any of Ms. [redacted]’s contacts with Customer Care or our retail locations.
Please be advised that from August 18, 2017, through September 28, 2017, our 2017 LG Q3 BOGO offer allowed eligible customers who purchase a new LG G6 or LG V20 handset utilizing our Equipment Installment Plan (“EIP”) to get a rebate of up to $500.00 when purchasing a second LG G6 or LG V20 handset on EIP. Customers wishing to participate in this offer were required to subscribe to an eligible rate plan and purchase their devices within the promotional period.
Additionally, from August 25, 2017, through September 30, 2017, T-Mobile offered our Q3 ZTE Quartz 75% Off promotion. The Q3 ZTE Quartz 75% Off promotion allowed eligible customers a ZTE Quartz smartwatch at the cost of $48.00 after monthly promotional EIP bill credits. Customers wishing to participate in this offer were required to pay any applicable down payment and taxes at the time of purchase, and to subscribe to an eligible rate plan. It is important to note that customers who cancel service will no longer receive any applicable promotional credits and that T-Mobile does not reimburse sales taxes for either of the aforementioned promotions.
On September 29, 2017, Ms. [redacted] activated the voice lines ending in 4264 and 0695 on our T-Mobile ONE rate plan, and a wearable line ending in 1780 on our T-Mobile ONE Wearable rate plan. As our 2017 LG Q3 BOGO offer ended on September 28, 2017, and Ms. [redacted] activated her mobile numbers outside of the promotional window, it is T-Mobile’s position that Ms. [redacted] is not eligible for the offer.
On September 30, 2017, Ms. [redacted] purchased a ZTE Quartz smartwatch utilizing EIP. At that time, Ms. [redacted] was required to pay a down payment in the amount of $144.00 plus tax, as well as shipping in the amount of $6.99 plus tax, and 24 monthly installments of $2.00 were agreed to. Please note that customers are provided a 14 day return period when purchasing T-Mobile equipment to allow them to use the equipment to see if meets their needs. If not it may be returned to the original point of sale.
As Ms. [redacted] met the promotional requirements for our Q3 ZTE Quartz 75% Off promotion, she began receiving 24 monthly credits in the amount of $6.00 per month to fulfill the promotion.
T-Mobile records confirm that Ms. [redacted] contacted Customer Care on October 17, 2017 to express concerns with the total cost of the down payment and taxes that she paid for the ZTE Quartz smartwatch. Upon reviewing Ms. [redacted]’s ZTE Quartz order, T-Mobile advised of the purchase of the ZTE Quartz smartwatch. At that time, Ms. [redacted] indicated that she would be returning her ZTE Quartz smartwatch and she requested cancellation of her entire account. Pursuant to Ms. [redacted]’s request, T-Mobile scheduled the cancellation of Ms. [redacted]’s account for November 1, 2017, which was the end of her current billing cycle.
Upon further review, T-Mobile found that on November 3, 2017, Ms. [redacted] contacted T-Mobile Customer Care and requested the reactivation on her mobile numbers ending in 4264 and 0695. Further, on November 21, 2017, Ms. [redacted] again contacted customer care and reactivated her wearable line ending in 2164; accordingly, the EIP for the ZTE Quartz was reinstated as well.
In regards to Ms. [redacted]’s account security concerns it should be noted that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If a customer does not remember their password, they can change their password by receiving and verifying a one-time pin that is sent to their T-Mobile handset. In the event that a customer believes that their personal information or account information has been compromised, T-Mobile recommends that they contact Customer Care to update their account password as soon as possible to ensure their security. Upon review of the account, T-Mobile found no indication that unauthorized account access has occurred. Furthermore, T-Mobile records confirm that Ms. [redacted] currently has a security password on her T-Mobile account.
Upon contacting Ms. [redacted] on November 16, 2017, T-Mobile offered to apply a one-time courtesy credit in the amount of $100.00 in an effort to amicably resolve her concerns. Ms. [redacted] may contact me by December 16, 2017, to accept this offer. At this time Ms. [redacted]’s account remains active. 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.
Anthony M[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]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 16, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his rate plan. 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 department.
From September 8, 2016 through December 6, 2016, T-Mobile offered a fourth line free through monthly bill credits when subscribed to our T-Mobile ONE rate plan. In order to qualify for this offer, customers must be enrolled in AutoPay. 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 will be billed the fourth line and receive monthly bill credits equivalent to the fourth line charge making it free. Please be advised customers who are enrolled in AutoPay receive additional discounts on their T-Mobile ONE rate plans even if they did not take advantage of the above referenced promotion. It is important to note that it can take up to two billing cycles for the fourth line free promotional credits to appear.
T-Mobile records indicate on September 16, 2016, Mr. [redacted] activated his T-Mobile account and subscribes to our T-Mobile ONE family rate plan for $130.00 per month for the first two lines of service and each additional line is $25.00 per month. Mr. [redacted] activated four lines of service and T-Mobile confirms his line ending in 0114 is receiving the fourth line free promotional monthly bill credits. Mr. [redacted]’s line ending in 0114 subscribes to our Premium Handset Protection feature for $12.00 per month.
Please be advised starting September 9, 2016, for a limited time, T-Mobile was offering customers who trade in their fully paid off Apple iPhone device get a new Apple iPhone 7 device for free or at a substantial discount. The new Apple iPhone 7 device must be on our Equipment Installment Plan (“EIP”) offering. The EIP agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. Customers who take advantage of this offer will receive two separate credits, a trade in credit applied to their T-Mobile account, and a monthly promotional credit applied to their EIP for the Apple iPhone 7 device. It is important to note that customers must allow two billing cycles to pass from when they receive their Apple iPhone 7 device for the credits to apply.
T-Mobile records indicate, upon activation, Mr. [redacted] took advantage of this promotion with the purchase of an Apple iPhone 7 device and an Apple iPhone 7 Plus device. T-Mobile confirms Mr. [redacted] is receiving these devices at a substantial discount due to the monthly promotional credits applying to the EIP. T-Mobile regrets any confusion to Mr. [redacted] on this matter.
As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At the time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment is towards the prior carrier’s equipment installment balance and is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed to the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
On September 30, 2016, Mr. [redacted]’s line ending in 0114 was ported in from another carrier and received a trade-in credit to the account in the amount of $236.00. Based on the amount owed to this line’s prior carrier, and approval of the reimbursement request, Mr. [redacted] was sent a prepaid card in the amount of $126.80 for the balance of the equipment installments charged by the prior carrier. Please note T-Mobile will not reimburse any past due amounts owed to the prior carrier for monthly access charges and no further reimbursement is due.
From November 18, 2016 through November 22, 2016, T-Mobile ran a promotion that offered customers who activated two additional lines of service, on select rate plans, two lines for free. Customer must currently have two voice lines in order to get the two additional lines free. Customers are charged the additional line charge per month and will receive an automatic monthly bill credit for the same amount making them free. As with the other referenced promotions, it can take up to two billing cycles for customers to start receiving the promotional monthly bill credits. Please note customers who had the fourth line free promotion outlined above had the option to add one additional line of service for free.
T-Mobile records indicate on November 22, 2016, Mr. [redacted] activated a Mobile Internet line ending in 4069 on our T-Mobile ONE Tablet rate plan for $75.00 per month. Please note the T-Mobile ONE Tablet rate plan automatically qualifies for a discount because Mr. [redacted] has an active voice line and this line receives a Mobile Internet discount of $50.00 per month, an AutoPay discount of $5.00 per month, and the promotional monthly bill credits of $20.00 per month for the above outlined promotion, making it free. T-Mobile regrets any confusion to Mr. [redacted] regarding the activation date of this line.
Mr. [redacted]’s account is billed by a system known as “bill current”. This means that Mr. [redacted]’s regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service. On December 29, 2016, T-Mobile assisted Mr. [redacted] with updating his System Identifying Module (“SIM”) card for his Mobile Internet line. That same day and due to an inadvertent error, Mr. [redacted]’s rate plan was changed causing him to have prorated charges bill to his following monthly billing statement.
Mr. [redacted]’s January 17, 2017 monthly billing statement was in the amount of $461.30 which consisted of prorated monthly access charges in the amount of $310.61 for the billing cycle dates from December 17, 2016 through January 16, 2017, and new monthly access charges in the amount of $150.69 for the billing cycle dates from January 17, 2017 through February 16, 2017.
Upon speaking with Mr. [redacted] on February 21, 2017, we confirmed he is receiving all the promotional monthly bill credits outlined above. In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $310.61 for the prorated monthly access charges. The account currently reflects a $195.63 credit balance which will apply to future billing statements. Mr. [redacted] indicates this resolves his concerns to his satisfaction. 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.
Jennifer G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:Mr. B[redacted]'s  statement that I agreed to make payments of $24.09 is a blatant lie and further offends me.  I was told in the store it would be free. I became aware of it not being free after receiving a text on December 8. The text message clearly contradicts Mr. B[redacted]'s statement that I agreed to pay $24.09. "Your line [redacted] is no longer eligible for a monthly bill credit device promotion 2016 Apple Black Friday Offer. Monthly promotion credits will no longer be applicable. Visit http://bit.l/1qSYDoV for more information.From that point until March 23 refused to do anything. I dedicated countless hours and energy to this issue because of misrepresentations. Again this is not the first issue with a purchase through T-Mobile not being honored with a promotion. Mr. Juan B[redacted] contacted me today and left a voicemail at 12:23. I returned his call at 12:45 which he did not answered and I left a voicemail. He did not try and return the phone call.I am very frustrated by this situation and either want original phone back or the iPhone 7 unlocked because I refuse to keep my business with T-Mobile. I can't deal with a company that in my perspective fraudulent misrepresenting things to attempt to extort money from me. Also there have been more then a few errors on my bill. I feel that if my company tried to pull something like this someone would be going to jail for fraud. I cannot afford to waste anymore time with an unprofessional company such as T-Mobile has shown themselves to be but I again either need my original unlocked phone back or the iPhone 7 unlocked.
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.
We got this matter resolved and hoping we dont incounter any issues.
Sincerely,
[redacted]

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. XXX-[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 inconvenience Mr. [redacted] may have experienced with our recent T-Mobile Tuesdays offer. T-Mobile records confirm that on August 22, 2017 an offer for a free basic oil change was extended to T-Mobile customers through our T-Mobile Tuesdays give-aways. If redeemed this offer is able to be redeemed through September 30, 2017. In regards to Mr. [redacted]’s account his mobile number ending in 9302 did redeem the offer; however, he has not used the code. T-Mobile was made aware of an inadvertent system error which was causing codes to show as expired when they were not and has begun working to resolve this issue as quickly as possible.
In an attempt to resolve Mr. [redacted]’s concerns T-Mobile has issued a new code to him that will be eligible at a participation location. Mr. [redacted] would still set an appointment by September 30, 2017, and once he is at his appointment he must show the Meineke employee the code and provide his phone number and the Meineke employee will input and validate the code. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Lauren L[redacted] Executive Response

May 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile 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. 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 concerns Ms. [redacted] experienced regarding her change of ownership request. On October 1, 2015, a Change of Responsibility (“COR”) was completed in which Ms. [redacted]’s lines of service ending in [redacted] and [redacted] were transferred from an existing T-Mobile account to the account number referenced above listed under [redacted]’s name.
T-Mobile records confirm Ms. [redacted]’s account subscribes to the Simple Choice North America Unlimited Talk, Text, and 10GB data rate plan for $100.00 per month for two lines of service, which is the same as the rate plan on the previous account. However, due to an inadvertent error, the JUMP! feature which includes equipment protection insurance was not added to the new account. T-Mobile regrets any inconvenience to Ms. [redacted] on this matter. On March 28, 2016, the JUMP! feature was added to the two lines of service and is currently billed at $12.00 each per month.
Please note, when a COR is completed, the new account owner has the option of transferring Equipment Installment Plan (“EIP”) agreements from the previous account to the new account. Regrettably, this process was not completed when Ms. [redacted]’s account was created.
As outlined in her correspondence to your office, Ms. [redacted] worked with T-Mobile’s corporate office on March 28, 2016. At that time, T-Mobile offered to create 11 monthly installment charges of $33.00 per month on Ms. [redacted]’s new account for the Samsung Galaxy Note 4 device and end the monthly EIP charges on the previous account as we were unable to transfer the EIP. Additionally, Ms. [redacted] was offered the return of her Samsung Galaxy Note 4 device and upon receipt; any remaining $33.00 installments would be waived.
On April 3, 2017, our corporate office further reviewed Ms. [redacted]’s account and confirmed the $33.00 monthly charges ended in February 2017 and T-Mobile did not receive the Samsung Galaxy Note 4 device as a return for credit. T-Mobile advised Ms. [redacted] that there were no remaining monthly charges for the Samsung Galaxy Note 4 device and that she has the option of trading in the device for possible credit towards the purchase of a new device.
As outlined above, T-Mobile records confirm the rate plan has remained the same since the activation of Ms. [redacted]’s account and the JUMP! feature has been added as of March 28, 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.
Jennifer 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, however with a note of the following:I received the phone call from TMobile representative Mr. Carlos T[redacted] regarding my complaint, he listened to my explanation and apologize for the inconveniences caused.  I explained that my son [redacted], who listed as an authorized user on my plan, was offered the upgrade promotion at the TMobile store in Crystal City, VA.  If our rate plan is not applicable, the representative should know better than to offer it to form such misrepresentation and havoc.  There was also a contract in our history on line, with my digital signature on it agreeing to the financing of the phone and the headset:  I want to clarify that I did not and would not have signed for the financing of $1000 worth of equipment to include the iPhone and the wireless headset.  Nevertheless, Mr. Carlos T[redacted] did right by us removing the remaining balance of the equipment owned.  TMobile had credited a $175 in November which makes up for the automatic deductions of the monthly financing of the iPhone 7 and the headset.  I am satisfied with resolution and will remain a TMobile customer.Thank you very much for all the assistance to resolve this issue.
Sincerely,
[redacted]

March 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 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.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his payment arrangement requests. 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 department.
T-Mobile records indicate on April 25, 2014, Mr. [redacted] activated his T-Mobile account and subscribed to our Simple Choice Unlimited Talk and Text rate plan for $50.00 per month for one line of service. Mr. [redacted]’s line ending in [redacted] subscribed to our 6GB data feature for $15.00 per month and our Premium Handset Protection feature for $12.00 per month. That same day, Mr. [redacted] activated a Mobile Internet line ending in [redacted] and subscribes to our Mobile Internet On Demand rate plan for $10.00 per month.
On May 12, 2016, Mr. [redacted] took advantage of our JUMP! On Demand lease option for a Samsung Galaxy S7 device. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. JUMP! On Demand customers are responsible for, and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease 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. It is important to note should an account cancel, the remaining lease payments and purchase option price are applied to the final bill.
Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history. T-Mobile records indicate on January 1, 2017, Mr. [redacted] created a payment arrangement on www.t-mobile.com to pay the outstanding balance in two installments; $22.84 due on January 15, 2017 and $91.36 due January 29, 2017. T-Mobile records indicate on January 31, 2017, Mr. [redacted] contacted T-Mobile to make a payment in the amount of $92.00 which proved unsuccessful. Regrettably, T-Mobile does not have record Mr. [redacted] was advised his account was provided a ten day hold to prevent interruption in service. That same day, the payment arrangement in the amount of $91.36 was returned unpaid and Mr. [redacted]’s account was partially suspended on February 1, 2017. As a courtesy, T-Mobile allowed Mr. [redacted] to receive incoming calls during the suspension, but restricted outgoing calls.
At the time Mr. [redacted]’s account was suspended, the balance owed was in the amount of $319.57 and consisted of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 29, 2016 through February 28, 2017. It is important to note in order to restore service and create a new payment arrangement, T-Mobile will request a payment to lower the amount owed. On February 1, 2017, Mr. [redacted] was asked to make a payment in the amount of $89.20. Regrettably, T-Mobile did not receive a payment and Mr. [redacted]’s account remains suspended.
On February 1, 2017, Mr. [redacted] ported his line ending in [redacted] to a new carrier which cancelled this line on his T-Mobile account. As Mr. [redacted] only ported his voice line of service his Mobile Internet line ending in [redacted] remains active.
Mr. [redacted]’s March 1, 2017, monthly billing statement is in the amount of $370.84 and consists of monthly access charges, monthly equipment charges, and fees and taxes for the billing period from December 29, 2016 through March 28, 2017. Should this balance remain unpaid, Mr. [redacted]’s account may be cancelled or assigned to a third party collection agency.
In an effort to amicably resolve this matter, T-Mobile can offer Mr. [redacted] the return of his Samsung Galaxy S7 device and will end the lease without requiring the final lease payments or purchase option price. T-Mobile requests Mr. [redacted] contact me at the number below within 14 business days from the date of this correspondence should he wish to take advantage of this offer. T-Mobile respectfully declines Mr. [redacted]’s request for credit towards the account 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.
Jennifer G[redacted]
Executive Response

October 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 October 18, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect excellent coverage. Upon further review of Ms. [redacted]’s coverage area, three of the towers that directly service her home address on file are undergoing modernization. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. As such T-Mobile has engaged our engineering team to provided Ms. [redacted] with an estimated time of completion on said towers. In an effort to amicably resolve this matter on October 24, 2016, T-Mobile sent a signal booster to Ms. [redacted]’s home address on file. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. 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

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 to Ruben for following up with me and resolving the issue.Sincerely, [redacted]