T-Mobile Usa Inc

November 4, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 28, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding the change of responsibility (COR) completed for her account. T-Mobile strives to provide the most up to date information regarding billing. As such, billing amounts are not finalized until the close date after the COR. 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 requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate Ms. [redacted]’s account was cancelled on May 16, 2015, via COR. Accordingly, T-Mobile generated a final bill in the amount of $225.09. This balance consisted of a final Equipment Installment Plan (“EIP”) charge in the amount of $80.00, a prorated monthly recurring charge in the amount of $13.33 for service dates May 11, 2015 to May 15, 2015, and a past due balance in the amount of $127.64. T-Mobile provided Ms. [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due date. As payment was not received timely, on June 13, 2015, T-Mobile transferred Ms. [redacted]’s account to a third party collection agency, [redacted] Inc., in an attempt to collect the past due balance. Please note that if an account is transferred to a third party collection agency to collect a past due balance, a collection fee may be assessed, which is typically based on the past due balance at the time of transfer. As of November 4, 2015, Ms. [redacted]’s account balance is $225.09. It is T-Mobile’s position that the balance is valid and owed. In an effort to amicably resolve the matter, should Ms. [redacted] remit payment in full directly to T-Mobile, then T-Mobile will request that Ms. [redacted]’s account be removed from any third-party collections and instruct the collection agency to delete any negative information reported to the credit bureaus relating to this account. T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Customers can make a payment via the phone either through the Interactive Voice Response (IVR) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. Should Ms. [redacted] like to remit payment via our lockbox she may mail payments to: [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. Ty R[redacted] Executive Response

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

April 10, 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 5, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] had concerns with our Free Add-A-Line: This One’s On Us offer.  Mr. [redacted]’s third line of service was not activated during the promotional offering, which is why he was previously advised that he would not be eligible to receive the third line free.  Nevertheless, as a gesture of goodwill, T-Mobile added the Free Add-A-Line: This One’s On Us offer promotion to Mr. [redacted]’s account and he will receive a monthly bill credit for the Add-A-Line monthly charge for his third line of service.  From March 1, 2017 through March 5, 2017, customers with an eligible rate plan that have at least two paid lines of service could activate an additional voice line and receive monthly bill credits for monthly recurring charge for the third line of service, up to $25.00 per month.   On February 25, 2017, Mr. [redacted]’s account was activated with his mobile number ending in [redacted] from Express Locations, which is a third party authorized dealer for our products and services.  On March 4, 2017, Mr. [redacted] activated the mobile number ending in [redacted] and the account rate plan was subscribed to our promotional 2 Lines TMO ONE All In Promotional rate plan for $110.00 for two lines of service.  Mr. [redacted]’s third line of service ending in 4055 was not activated until March 24, 2017, which was well after our Free Add-A-Line: This One’s On Us offer ended and he was advised on March 16, 2017, prior to the activation of this line of service, that it would not be eligible to qualify for the promotion as it was not activated during the promotional period.   Mr. [redacted] is receiving a monthly bill credit as he qualified for our Insider Hookup offer.  From February 17, 2017 through March 31, 2017, employees were able to each provide up to five potential new customers with a referral code when activating a new line of service and with that code the customer receives a 20% off of standard T-Mobile ONE Voice pricing for all lines of service.  With this offer, Mr. [redacted] will receive 20% off the monthly recurring charges for each line of paid service.  In addition, Mr. [redacted] is enrolled in AutoPay and receives a $5.00 monthly billing discount per line of service, which provides a $5.00 per line of paid service monthly bill credit.  Finally, Mr. [redacted] will also receive a monthly credit for the third line of service.   T-Mobile appreciates Mr. [redacted]’s business.   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.   Ally Y[redacted] Executive Response

July 28, 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 July 22, 2016, regarding the above-referenced account. We regret any concerns that Ms. [redacted] has experienced regarding her T-Mobile account. Our records confirm that on February 17, 2016, Ms. [redacted] activated her T-Mobile account with three lines of service, and purchased three handsets on an Equipment Installment Plan (“EIP”). At the time of Ms. [redacted]’ purchase of new service and equipment, T-Mobile provided a 20- day return period which allowed Ms. [redacted] to use the service and equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Please note that customers remain responsible for prorated service charges based on the days of active service. Our records confirm that Ms. [redacted] first contacted T-Mobile Customer Care on February 17, 2016, to report network concerns. Our records confirm that Ms. [redacted] was advised that she lives in a poor T-Mobile coverage area, and the signal was not strong enough to receive any benefit from a Signal Booster device. Please note that T-Mobile suggested that Ms. [redacted] mail her equipment back to T-Mobile and cancel her account during the allotted return period. Please note that we next heard from Ms. [redacted] on March 18, 2016, when she contacted T-Mobile to cancel her account and report that the handsets had been shipped back to T-Mobile. On March 21, 2016, T-Mobile confirmed receipt of Ms. [redacted]’ equipment and removed the EIPs from Ms. [redacted]’ account. Please be advised that the outstanding balance owed for Ms. [redacted]’ account is $76.12, for service charges from February 17, 2016, through March 18, 2016. It is important to note that on June 11, 2016, when the balance remained unpaid, the account was referred to third-party collections. However, upon review of the account and Ms. [redacted]’ correspondence, T-Mobile has issued a credit of $76.12 to the account, bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience to Ms. [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. Kayla J[redacted] Executive Response

June 29, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 23, 2015, regarding the above-referenced account.  Please be advised that T-Mobilerecords indicate the account holder of record is [redacted], and that shehas designated [redacted] as an authorized user of the account. T-Mobile is happy to report we have resolvedthis matter to Ms. [redacted]’ satisfaction.   Upon review of Ms. [redacted]’ monthlyrecurring charges, records indicate that since her account was activated onJuly 1, 2014, Ms. [redacted] has subscribed to the $80.00 Simple Choice Value Family Unlimited Talk & Text rate plan.  In addition to her rate plan, Ms. [redacted] issigned up for the $10.00 JUMP! feature for the mobile numbers ending in [redacted]and [redacted]. Furthermore, the line ending in [redacted] is considered her third line andis being charged the $10.00 add a line fee. Lastly, Ms. [redacted] is paying $61.05 for monthly Equipment InstallmentPlan (EIP) charges.  In total, Ms. [redacted]is paying $171.05 for her monthly recurring charges plus applicable taxes andfees.  Please note, T-Mobile hasconfirmed Ms. [redacted] is being billed correctly in accordance with her serviceagreement upon original activation. Additionally, Ms. [redacted] may contact me at the number listed below shouldshe still require a copy of her service agreement. In Ms. [redacted]’ letter to youroffice, she indicates that she is not able to use service with her handset inor around her home.  We regret anycoverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in allareas.  There are several factors, suchas: network changes, traffic volume, service outages, technical limitations,signal strength, equipment, terrain, structures, foliage, weather, and otherconditions that may interfere with actual service, quality, and availability.  T-Mobile’s engineering team has investigatedMs. [redacted]’ concerns and they have determined that she is in an impairedcoverage area and coverage issues are to be expected at her school campus.  In an effort to resolve this matter, Ms. [redacted] may returnher devices in like-new condition and T-Mobile agrees to remove the remainingEIP balance on the account so that Ms. [redacted] may search for a carrier that betterfits her needs.  The handsets can be mailed to me at the followingaddress:   T-Mobile USA, Inc.Attn: Zachary [redacted]c/o ExecutiveResponseP.O. Box [redacted]Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] request a tracking numberwhen shipping as T-Mobile is not responsible for equipment being returned backto T-Mobile.  We ask that Ms. [redacted] please include the handsets,batteries, chargers, and her account information to insure proper creditwithin the box.  Please be advised if the full kit is not returned such asthe charger a $40.00 restocking fee will be deducted from the credit offeredabove.  If the handsets have sustained either physical or liquid damagethat would void the Limited Warranty the handsets will be returned to Ms. [redacted]and the EIP balance will then be considered valid.  It is important tonote that Ms. [redacted] must have the equipment post marked for return no laterthan July 26, 2015.  Should Ms. [redacted] fail to meet this date the offershall be considered void and charges will be considered valid. Upon speakingwith Ms. [redacted] she accepted this offer as resolution to her concern. 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. Zachary [redacted]Executive Response

October 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 October 10 2016, regarding the above-referenced account. T-Mobile continues to work with Ms. [redacted] regarding her concerns as our goal is to ensure they are resolved 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 following her interaction with our sales associates. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to prevent experiences such as these in the future. Ms. [redacted]’s account is currently subscribed to the Family Match Voice 10GB plan with a monthly cost of $100.00 for the first two lines and $20.00 for each additional line. As Ms. [redacted] account has three active lines, the monthly cost of the rate plan is $120.00 plus applicable taxes, fees, and surcharges. Each of the lines is also subscribed to the JUMP! feature with a monthly a cost of $9.00. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle 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. Customers enrolled in JUMP! are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! with no waiting period. When combined with the cost of the rate plan, the total in monthly service costs is $138.00 plus applicable taxes, fees, and surcharges. T-Mobile records indicate that, on June 4, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of three Samsung J7 handsets. 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. Based on Ms. [redacted]’s personal credit history at the time of her purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $30.00 for the three devices. When combined with the monthly cost of her services, Ms. [redacted] could expect monthly recurring charges to total $168.00 plus applicable taxes, fees, and surcharges. T-Mobile regrets any confusion Ms. [redacted] may have experienced in regards to the expected monthly cost of her service and equipment. From May 27, 2016 through June 9, 2016, eligible T-Mobile customers who bought any Samsung smartphone on EIP, and activated a new line, could get a second Samsung smartphone of equal or lesser value for free via rebate. T-Mobile records confirm that Ms. [redacted] did meet the qualifications for this offer, and on September 8, 2016, the rebate request was submitted via the https://promotions.t-mobile.com/ web site. The request was approved on September 9, 2016 and mailed to the address provided by Ms. [redacted] on September 29, 2016; Ms. [redacted] should receive it soon if she has not received it already. While it is T-Mobile’s position Ms. [redacted] is being billed accurately, we wish to provide her with a truly un-carrier experience. T-Mobile has offered to apply a lump sum credit of $240.00 which is equivalent to the $10.00 monthly cost difference for a period of 24 months. T-Mobile asks Ms. [redacted] to contact our Executive Response Team at the number below within 30 days from the date of this letter if she wishes to take advantage of this 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. Liana G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Delete the "important note that you have no record of my submissions".  After that is done we're more than okay, but that's a lie. They were declined! Which means you received them. Don't lie and expect me to be okay with it.
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.
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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 28, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding Mr. [redacted] August 25, 2015 billing statement that reflected a balance of $813.68 which consisted of monthly recurring charges, monthly EIP fees, a $656.35 non-return fee and applicable taxes. T-Mobile records indicate on June 22, 2015, a handset replacement was ordered for Mr. [redacted] non-working handset, and it was shipped to him on June 27, 2015. T-Mobile records do not reflect the non-working device as being received, as such; Mr. [redacted] was charged $656.35 for the non-return fee and applicable taxes. As Mr. [redacted] account was set up on EasyPay on September 15, 2015 the balance of $813.68 was debited from the stored credit card, debit card or checking account supplied by Mr. [redacted]. T-Mobile records indicate that on September 15, 2015 Mr. [redacted] contacted our Customer Care regarding the non-return fee at which time T-Mobile applied a credit of $676.35 for the fee, applicable taxes, and $20.00 for overdraft fee. The refund form number [redacted] was declined as our Handset Research department had not confirmed the return of the equipment to our warehouse. T-Mobile records indicate that on September 26, 2015 spoke with our Customer Care and requested that the credit of $676.35 be applied towards his EIP balance. Please note that Mr. [redacted] EIP balance is now $43.97 and the remaining number of installments has been reduced to two months. In an effort to amicably resolve Mr. [redacted] concerns T-Mobile applied an additional credit of $157.33 for one month of service and offered to remove the credit placed on the EIP balance and restore his EIP installments and refund the total amount of $676.35, at which time Mr. [redacted] respectfully declined as he would be cancelling his service. T-Mobile offered to credit Mr. [redacted] final billing statement if he chooses to port out his numbers by October 24, 2015. , Should Mr. [redacted] chose to keep his T-Mobile service he would remain responsible for any monthly recurring charges assessed toward the account, the remaining EIP balance of $84.94 and applicable taxes. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Luv V[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I Received 2 Phone Calls Just Before The Tmobile Executives Lunch Break Both Times. I Called Back and Was Forced To Leave A Message.  Which Was Never Given A Courtesy Call Even Letting Me Know They Received My Message. Making Me Indicate I'm Being Avoided.  When I First Applied For TMOBILE Late January 2014 I Was Paying Over 90$ For Phone Service Which Was Supposed To Be $70. Which Doesn't Even Reflect In My Records. This Is Absolutely Ridiculous And Will Be Taking Other Actions And Will No Longer Be A Customer With Tmobile If Not Looked Into ASAP

May 9, 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 26, 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.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. T-Mobile records confirm that, on February 15, 2017, Mr. [redacted]’s account was subscribed to the T-Mobile ONE family rate plan which provides unlimited talk, text, and high-speed data for four lines of service starting at $180.00 per month and $25.00 per month per additional line of service including applicable taxes and fees. The monthly cost of all the services described is $205.00 per month including applicable taxes and fees.
Please be advised that customers who are subscribed to the T-Mobile ONE rate plan can receive a $5.00 monthly credit per line by enrolling 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. Please note that Mr. [redacted] may enroll in AutoPay by contacting Customer Care or online at www.T-Mobile.com. By enrolling in AutoPay, Mr. [redacted]’s monthly cost would be reduced to $180.00 per month including applicable taxes and fees.
Additionally, T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his recent efforts to have new users added to his account. Please note 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.
Please be advised that, once added to the account by the account holder, authorized users of the account are able to activate lines of service, upgrade equipment, and add or change plans and features. If a person is not listed as an authorized user of the account, then they will not be able to make any changes to an account or attain any information in relation to that account without prior authorization from the account holder. Authorized users may be added to the account, by the account holder, by contacting Customer Care or visiting a T-Mobile store.
In an effort to amicably resolve the matter and as a courtesy to Mr. [redacted], T-Mobile agreed to apply a credit in the amount of $133.00 toward Mr. [redacted]’s account. Pursuant to our conversation, the matter is resolved and Mr. [redacted] has no further 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 contact with our Customer Care. 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

May 6, 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 April 29, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] experienced regarding her cancelled account. T-Mobile records confirm that on October 1, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an Apple iPhone 6 handset at a retail location. At the time of Ms. [redacted] purchase of a new handset for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Regretfully, at that time, T-Mobile had no record of the equipment return and as a result Ms. [redacted] continued to receive the EIP charges. T-Mobile regrets any concern this may have caused. Additionally, when Ms. [redacted] cancelled the account on October 3, 2015, the remaining open EIP balance of $622.90 on the canceled account was accelerated and became due with the final billing statement dated November 2, 2015. This information is disclosed within the EIP agreement provided at the time of purchase. Please note that on November 4, 2015, T-Mobile received a partial payment in the amount of $137.44 bringing Ms. [redacted] account balance to $544.87. As no further payments were remitted to T-Mobile, on January 25, 2016, Ms. [redacted] account was referred to an outside collection agency in an attempt to collect the balance. At this time, T-Mobile has received a copy of the return receipt of the above mentioned equipment. As a result, T-Mobile has issued a credit in the amount of $544.87 to Ms. [redacted] account. Additionally, T-Mobile removed Ms. [redacted] account from collections and instructed that any negative reporting be removed, which can take up to ninety (90) days. Please note that Ms. [redacted] account remains cancelled 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. Ruben A[redacted] Executive Response

July 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 23, 2017, regarding the above-referenced account.    T-Mobile regrets any promotional concerns Ms. [redacted] has experienced.  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 indicate Ms. [redacted] purchased an Apple iPhone 7 handset on September 15, 2016, using our Equipment Installment Plan (“EIP”) offering for mobile number ending 8665.  At the time of Ms. [redacted]’s purchase, she was not required to make a down payment and agreed to 24 monthly installments of $27.09.  Additionally, our records indicate a trade-of an Apple iPhone 6 handset with a trade-in value of $165.00 was initiated, and the credit was to be issued upon T-Mobile’s receipt of the handset in like new condition.  It is important to note that Ms. [redacted]’s mobile number ending 8665 was not enrolled in an unlimited data feature, and maintained her enrollment to our Simple Choice Family Match rate plan with 6GB of LTE data per line for $120.00 for four lines of service, and $20.00 per additional line of service.   Please be advised that from September 15, 2016 through September 25, 2016, T-Mobile was offering a promotion where customer that purchased an Apple iPhone 7 handset utilizing our EIP offering, selected our T-Mobile ONE rate plan or qualifying unlimited data feature, and traded-in a qualifying handset would be eligible to receive the Apple iPhone 7 handset at a reduced cost after trade in credit and 24 monthly promotional credits.  As Ms. [redacted]’s mobile number ending 8665 did not meet the rate plan requirements of the promotional offer, her account was not enrolled in the promotional offer.   Further, upon T-Mobile’s receipt of Ms. [redacted]’s trade-in handset on February 27, 2017, it was determined that the handset received was of a different model than the handset initially indicated.  As such a revised trade in credit of $118.00 was issued to Ms. [redacted]’s account.  As a courtesy, on the same day, following a conversation with our Customer Care, Ms. [redacted]’s account was issued a $50.00 credit toward the trade-in, for a total credit of $168.00.   In an effort to amicably resolve Ms. [redacted]’s concerns, and as a courtesy, on June 24, 2017, T-Mobile closed the EIP for the Apple iPhone 7 handset, and issued a credit of $406.18 toward the remaining EIP.  Additionally, T-Mobile issued a credit of $78.81 toward the account, for the previously billed monthly EIP charges, for a total compensation of $652.99, which is slightly more than the full promotional value.  As of the date of this letter, Ms. [redacted]’s EIP for the Apple iPhone 7 handset associated with mobile number ending 8665 remains closed and the account reflects a balance of $172.62. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate the opportunity to address her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ronnie A[redacted] Executive Response

June 19, 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 5, 2017, regarding the above-referenced account.
We regret any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to work with him in resolving his concerns. The Equipment Installment Plan (“EIP”) with trade-in option is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Eligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the account balance.
It is important to note that only one handset may be turned in per requested upgrade and that the trade-in value for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handset. Although the retail representative can provide information as to the amount of the potential credit, that information may not be the final determination. Once the trade-in has been agreed to, if the store has the new handset in stock, the upgrade may be completed in the store. However, if the store is not a participating trade-in retailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicated. Once received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s current account balance within two to three billing cycles.
T-Mobile records confirm that as of October 1, 2016, Mr. [redacted] has been subscribed to the T-Mobile ONE, promotional rate plan, which for $130.00, provides the first two lines with unlimited talk, text and unlimited data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month. T-Mobile records indicate that on October 8, 2016, Mr. [redacted] was provided the option to trade in two iPhone 6 handsets for a $150.00 trade-in credit for each handset. Unfortunately, the equipment arrived to the incorrect warehouse and for that reason Mr. [redacted] was not provided the equipment trade in credits within the first two to three billing cycles. In order to amicably resolve Mr. [redacted]’s concern T-Mobile has offered to issue two $150.00 credits to Mr. [redacted]’s T-Mobile account. In a conversation with Mr. [redacted] on June 8, 2017, he has agreed to the account credit which has brought the account balance from zero to a credit balance of $300.00.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Thania R[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account, and we are sorry to lose him as a customer. T-Mobile records reflect on July 14, 2017, Mr. [redacted] activated three mobile numbers ending in [redacted], [redacted], and [redacted]. At the time of activation, Mr. [redacted] paid $25.00 per line of service for a SIM card activation kit.
On July 30, 2017, Mr. [redacted] cancelled his services when he transferred his lines of service to a new wireless provider. T-Mobile provides a 14-day return period which allowed Mr. [redacted] to use the service to see if it meets his needs. Regretfully due to issues with service, Mr. [redacted] elected to not continue service with T-Mobile.
On August 9, 2017, T-Mobile contacted Mr. [redacted], and explained that his account was billed by a system known as “bill current.” This means that charges for the rate plan are billed in advance of the service being provided and become due within that billing cycle. T-Mobile has aligned our billing with the standard of all carriers which takes many factors into play including covering the costs associated with complying with porting regulations, simplification of final billing, and the billing system standard. As a result of Mr. [redacted] cancelling services on July 30, 2017, his following billing statement will reflect adjustments for the period of time that the service was not active. T-Mobile offered to review the following billing statement on August 16, 2017, and then discuss options for refunding the portion of service Mr. [redacted] had paid for in advance, as well as discuss refunds of the SIM card costs.
On August 16, 2017, T-Mobile contacted Mr. [redacted], and regretfully was unable to reach him. A voicemail was deposited on Mr. [redacted]’ contact number listed in his correspondence to discuss T-Mobile’s proposed resolution. In an effort to amicably resolve the matter, T-Mobile offers to issue Mr. [redacted] a refund totaling $145.00 in the form of a prepaid MasterCard to be sent to the address he provides, which includes one-half of his previous monthly access charges of $70.00, as well as the three $25.00 charges for the SIM card activation kits. T-Mobile will leave this offer open for 14-days from the date of this letter for Mr. [redacted]’ consideration, and he may contact our office directly at the number below if he would like to take advantage of the proposed 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.
Adrianne F[redacted]
Executive Response

April 25, 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 April 24, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to our JUMP! 2 Upgrade program. Our records show that on October 25, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! 2 program for the line ending in [redacted]. Ms. [redacted] upgraded to an iPhone 6s and returned her iPhone 6 in order to receive a credit for the remainder of the Equipment Installment Plan (“EIP”) left on the device, pursuant to T-Mobile’s JUMP! 2 guidelines. On November 6, 2015, T-Mobile received Ms. [redacted]’s iPhone 6 handset and deemed the handset inoperable; as a result, Ms. [redacted]’s EIP for this handset continued to be billed monthly. In an effort to amicably resolve this matter, on April 19, 2016, T-Mobile spoke with Ms. [redacted] and offered a bill credit in the amount of $108.39, and to remove the remaining EIP on her iPhone 6 handset. Ms. [redacted] accepted this offer as a resolution to her concerns. Ms. [redacted]’s newly revised balance with a due date of April 27, 2016, is $123.88. 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. Cesar R[redacted] Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 28, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account.
T-Mobile records confirm that as of March 15, 2017, Ms. [redacted] is subscribed to the T-Mobile One Unlimited Talk, Text, and Data, promotional rate plan, which for $180.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that Ms. [redacted] is eligible to receive a $5.00 discount per line to reduce her rate plan to $160.00 per month if the account is 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 continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Furthermore, T-Mobile records do not support that Ms. [redacted] was provided a monthly rate of $165.00 for her service.
T-Mobile further regrets to hear that Ms. [redacted] has concerns about the billing and payments on her account. T-Mobile has asked Ms. [redacted] to fax or email an unaltered bank statement that displays the disputed $265.00 payment and a running balance prior to and following the payment. Ms. [redacted] may fax her bank statement to 505-998-3796 or via email at [redacted]@T-Mobile.com. Upon receipt of that documentation T-Mobile will investigate Ms. [redacted]’s missing payment and will apprise her of our findings. T-Mobile regrets any inconvenience to Ms. [redacted].
In addition, T-Mobile has placed a temporary hold on payment on Ms. [redacted]’s account through June 14, 2017, to allow Ms. [redacted] time to submit her documentation.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:We simply need to make sure that this goes through without a glitch as it did the last two times. As instructed I have gone ahead and taking care of the change of responsibility. Period I now ask T-Mobile to remove those two numbers that are described as placeholders from my account and instead keep [redacted] and [redacted] on my account as per the transfer arrangement at the promotional rate offered to me by T-Mobile on November 19th which I accepted the same day. I look forward two this being implemented and Affirmed buy executive response which has been  quite responsive to me in the past as well. We just need to make sure that the follow-through is sorrow and we close the loop before the Revdex.com kindly closest this case. Thank you Please forgive any typos that might exist in this communication
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.
However, their claim that I agreed to an EIP for the tablet is inaccurate, and this was confirmed by a call I received from their customer service when resolving this complaint.  To be clear: the tablet was supposed to be free and clear of any charges, there was to be NO type of EIP, and apparently many others have had this same issue.  This nonsensical "well, we're right but we're giving it to him because we're so nice" is not a suitable response.Having said that, I accept the resolution and consider the complaint closed.
Sincerely,
[redacted]

October 1, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Family Mobile Account Holder: *. [redacted]
                        Your File No. [redacted]
                        Family Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 26, 2016, regarding the above-referenced account.  T-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer.  Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile.
 
Family Mobile is sorry to hear that Ms. [redacted] wants to discontinue her Family Mobile account and the difficulties she has experienced when processing her cancelation request.
 
Please be advised that Family Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, Family Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the address Ms. [redacted] provided to your office matches the Family Mobile’s billing address mentioned above, as such; on October 1, 2016, Family Mobile canceled Ms. [redacted]’s account pursuant to her request.  It is important to note however; that Family Mobile has no records of Ms. [redacted] contacting Family Mobile’s Customer Care to request the cancelation of her account prior to September 25, 2016.
 
Please be advised that Family Mobile bills in arrears and as such the monthly billing statements reflect services provided during the prior month.  The above-referenced account has a billing cycle from the 9th of the month to the 8th of the following month.  It is important to note that anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
 
Family Mobile records confirm that Ms. [redacted]’s payment that was due on August 27, 2016, was not received on time, as such; on September 3, 2016, Family Mobile suspended the account for non-payment. Further review confirms that Ms. [redacted] remitted payment for her past due balance on September 19, 2016, in the amount of $43.93.
 
Ms. [redacted]’s account currently reflects a balance in the amount of $35.51 which consists of monthly service charges for the billing periods from August 9, 2016, through September 3, 2016, when the account was suspended for non-payment.  It is Family Mobile’s position that the balance is valid and owed.
 
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, Family Mobile will follow up with Ms. [redacted]’s account once her billing cycle closes after October 8, 2016, and credit any final prorated service charges assessed on Ms. [redacted]’s final billing statement yet to be produced dated October 9, 2016, for the periods from September 9, 2016, through the date of cancelation on October 10, 2016.  Family 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.  If you have any further questions please feel free to contact us at: Family Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM, 87190.  Our Customer Service department is also available to assist you from 6am - 9pm PST at 877-760-8760. 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Maggie R[redacted]
Executive Response