T-Mobile Usa Inc

February 2, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated January 26, 2017, regarding the above-referenced account. T-Mobile regrets any concerns experienced by Ms. [redacted] regarding her monthly recurring charges. On January 22, 2017, T-Mobile released our T-Mobile ONE Next rate plan which includes all taxes and fees into one monthly rate. T-Mobile records indicate on January 17, 2017, Ms. [redacted] activated five lines of service. As T-Mobile had not released our T-Mobile ONE Next rate plan at the time of Ms. [redacted]’s activation, she was originally subscribed to our now grandfather T-Mobile ONE rate plan which did not include taxes and fees. Ms. [redacted]’s first billing statement dated January 19, 2017, included monthly recurring charges from January 19, 2017, thru February 18, 2017. Ms. [redacted] was assessed taxes and applicable fees separately. As such, Ms. [redacted]’s first billing statement was in the amount of $228.45. Ms. [redacted] has successfully been converted to our T-Mobile ONE Next rate plan and as such her next billing statement dated February 19, 2017, will include all taxes and fees for her five lines. Prior to any applicable monthly discounts and potential usage charges, Ms. [redacted]’s monthly recurring charges are $205.00. However, as Ms. [redacted] does subscribe to our AutoPay feature, she will be eligible for a $10.00 discount monthly towards her rate plan, and $5.00 per Add-A-Line. As Ms. [redacted] subscribes to three Add-A-Lines she will be eligible for a monthly discount of $25.00 as long as she maintains her AutoPay. As such, Ms. [redacted]’s monthly recurring charges prior to any potential usage charges are $180.00. In an effort to amicably resolve this matter, T-Mobile has applied a credit in the amount of $48.45 which represents the taxes, applicable fees, and Ms. [redacted]’s Auto-Pay discount. As such, Ms. [redacted]’s updated balance is $180.00 which will be auto debited on February 9, 2017. 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. Martin G[redacted] Executive Response

June 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 12, 2017, regarding the above-referenced account.
T-Mobile regrets any inconveniences Ms. [redacted] may have encountered in her efforts to resolve this matter as we understand the value of her time. T-Mobile appreciates the feedback Ms. [redacted] has provided which allows us to take the necessary steps to improve future customer experiences.
On June 20, 2017, T-Mobile’s Executive Response Team spoke with Ms. [redacted] to discuss her choice of replacement device. An order was placed for a Samsung Galaxy S8 Orchid Gray handset via Equipment Installment Plan (“EIP"). Ms. [redacted] understands she must accept the terms of the EIP agreement, which include a $30.00 down payment plus sales tax that will be applied to the upcoming billing statement. Also on June 20, 2017, T-Mobile issued a $100.00 credit which will be applied to upcoming billing statements until it has been depleted.
Ms. [redacted] will return her Samsung Galaxy J7 handset to T-Mobile’s executive response team at:
T-Mobile USA, Inc.
Attn: Liana
1201 Menaul Blvd NE
Albuquerque, NM 87107
T-Mobile suggests Ms. [redacted] use a traceable carrier and that she keep the tracking number for her records. T-Mobile also asks that Ms. [redacted] include the charger along with a note with her name and account information to ensure the return is processed timely. Once T-Mobile has received the device, and confirmed it is in good working condition with no physical or liquid damage, we will revisit Ms. [redacted]’s account to close the EIP associated with the device and waive the remaining balance in full.
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

March 22, 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 March 15, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.   T-Mobile regrets that Mr. [redacted] has concerns with his final account balance.  Mr. [redacted]’s account was activated on September 29, 2014 and was cancelled on May 3, 2016 when the mobile numbers were transferred to a new billing responsible party.   On November 2, 2015 and again on April 28, 2016, Mr. [redacted] leased an Apple iPhone SE handset and an Apple iPhone 6S Plus 16 GB handset with our JUMP! On Demand (“JOD”) leasing option.  JOD is a new way for customers to upgrade to the hottest devices whenever they want. JOD 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.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.   JOD 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.   T-Mobile last received a payment in the amount of $47.34 on April 19, 2016, which left the account with a credit balance in the amount of $65.44 that was applied toward the billing statement dated May 1, 2016.  The billing statement dated May 1, 2016 reflects the credit balance in the amount of $65.44 and new charges in the amount of $206.10 with a new balance due in the amount of $140.66 for monthly access charges, $2.69 for an international call, JOD monthly installments, and taxes for services billed in advance from May 2, 2016 through June 1, 2016.    Mr. [redacted]’s final billing statement dated June 1, 2016 reflected a balance due in the amount of $1,191.32, which included pro-rated monthly access charges for services rendered from May 2, 2016 through May 3, 2016 (the charges that were billed from ay 3, 2016 through June 1, 2016 were adjusted on this billing statement with credits in the amount of $77.32), the purchase option of $191.99 and the remaining lease payments of $372.00 were billed for the Apple iPhone 6S Plus handset, the purchase option of $121.99 and the remaining lease payments of $357.00 were billed for the Apple iPhone SE handset and taxes.    Since Mr. [redacted] did not complete the lease, he would have still been responsible to pay the remaining lease installments of $372.00 for the Apple iPhone 6S Plus handset although the purchase option of $191.99 would have been eligible to be credited upon receipt of the handset.  Mr. [redacted] would also be liable to pay the remaining lease payments of $357.00 for the Apple iPhone SE handset and the purchase option of $121.99 would have been eligible to be waived with the returned handset.  Upon receipt of Mr. [redacted]’s returned handsets, T-Mobile should have issued credits totaling $313.98 for the lease purchase options.  However; on July 6, 2016, once we located Mr. [redacted]’s handsets, T-Mobile issued credits to the account totaling $614.05 for the returned handsets, which is an additional credit of $300.07.  The credit from July 6, 2016 left a remaining balance of $577.27 for the remaining lease payments for the handsets.   As a courtesy to Mr. [redacted], on March 22, 2017, T-Mobile issued a credit in the amount of $577.27 to the account for the final balance.  Mr. [redacted]’s account is closed with a zero balance. The account was referred to a third party collection agency on March 3, 2017.  Since T-Mobile credited the final balance in full, the account should be removed from collections within three business days when the collection agency’s records are update with the zero balance and if they reported the account to the credit bureaus, any negative remarks should be deleted by the credit bureaus within 90-days.    Mr. [redacted] is free to pursue a new account at this time and we look forward to assisting him.  Mr. [redacted] may contact our Telesales office at 1 (800) T-Mobile (866-2453), he may activate service online at www.T-Mobile.com or in a retail location to discuss activating new service.   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.   Ally Y[redacted] Executive Response

August 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 22, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]’s concerns with his Samsung Galaxy Tab S2 and the status of his insurance claim. Our records indicate that on February 16, 2016, Mr. [redacted] purchased a Samsung Galaxy Tab S2 device. Unfortunately, T-Mobile has no record of Mr. [redacted] requesting to enroll in the Premium Handset Protection (“PHP”) feature which provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions. Please note that the PHP feature, which is provided by Assurant, Inc., must be added to a line of service within 14 days of activation, exchange or purchase of a handset. Our records confirm that on August 15, 2016, Mr. [redacted] contacted T-Mobile Customer Care and advised us that his device had experienced physical damage. At that time Mr. [redacted] indicated that he should have had insurance since the purchase of the Samsung Galaxy Tab S2. Although, our records did not reflect that Mr. [redacted] had previously requested the PHP feature, T-Mobile subscribed Mr. [redacted] to the feature and advised that he may attempt to process and insurance claim through Assurant. Regretfully, although T-Mobile added the PHP feature to Mr. [redacted]’s account, Assurant denied Mr. [redacted]’s insurance claim as the feature was not subscribed to during a qualifying event. Please note that Assurant and T-Mobile are separate companies, each with separate policies. However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile has agreed to process an in-house insurance claim for a replacement Samsung Galaxy Tab S2 device for $175.00 which is equal to the cost of the deductible Mr. [redacted] would have been required to pay should he have been able to process an insurance claim through Assurant. Mr. [redacted] may return his non-working tablet directly to my attention within 30 days to the following address: Executive Response Attention: Alberto V. 1201 Menaul Blvd. NE Albuquerque, NM 87107 It is also important to note by processing the above mentioned replacement device, Mr. [redacted]’s device will be eligible and covered by the PHP feature. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

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 am extremely pleased with how my problem was solved by the corporate office.  I can only hope going forward that the customer service reps will be better trained on how to solve problems of customers.  Thank you T-Mobile for making it right.  I really appreciate it.
Sincerely, [redacted]

February 6, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 2, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.  T-Mobile regrets any inconvenience to [redacted] regarding her payment concerns.  In [redacted]’s letter to your office she states that she set a payment arrangement on her account but records indicate that one January 31, 2018, only one payment was submitted in the amount $526.99 which left [redacted]’s account with a zero balance. On January 31, 2018, [redacted] contacted Customer Care to dispute this payment and in an effort to resolve [redacted]’s concerns they provided a credit of $36.00 to reimburse her for an overdraft fee that was charged to her bank account.  That adjustment updated [redacted]’s account a credit balance of $36.00.  In efforts to amicably resolve [redacted]’s concerns, we have submitted a refund of $526.99 on February 5, 2018.  [redacted] should allow up to three business days for the funds to reflect in her account.  Please be advised that once the refund is processed the account will be charged $529.99 and the amount will become due on her account.  Due to [redacted]’s current credit balance, her new balance due will be $490.99.  We have provided a hold on [redacted]’s account until February 28, 2018, to prevent her account from going into a delinquency status and to allow additional time to pay the balance owed.   T-Mobile regrets any inconvenience [redacted] has incurred. 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.Vanessa C[redacted]Executive Response

November 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 October 19, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with her account. T-Mobile records confirm that on September 23, 2016, Ms. [redacted] returned her Samsung Galaxy Note 7 as directed by Samsung. Ms. [redacted] had leased the Samsung Galaxy Note 7 through JUMP! On Demand (“JOD”). As such, when Ms. [redacted] returned the Note 7, the JOD lease was ended. It is important to note that when a JOD lease is ended early, the remaining lease balance, as well as the purchase option price are billed to the following billing statement. Further records confirm that on September 23, 2016, we applied a credit totaling $882.64 to Ms. [redacted]’ account to offset the JOD lease charges which were to be assessed to her October 11, 2016, billing statement. At the time the credit was applied to Ms. [redacted]’ account, she had an outstanding balance of $349.36, which was billed to her September 11, 2016, billing statement for services from September 11, 2016, through October 10, 2016. Ms. [redacted] also remitted payments totaling $73.18 to pay off four Equipment Installment Plan (“EIP”) loans on her account for accessories she had financed. When a customer makes an early payment toward an EIP loan, payment is collected immediately, and the charges for the closed EIP loans are assessed to the following billing statement. Ms. [redacted] did not remit any additional payment toward her outstanding balance of $349.36. Therefore the credit for the Note 7 return and the early EIP loan payments reduced Ms. [redacted]’ outstanding balance to a credit balance of $606.46. We encourage customers to remit payment for EIP loans when their balance is zero, so the credit balance created will carry forward to the billing statement showing the final EIP loan charges. On October 11, 2016, Ms. [redacted]’ billing statement was provided showing an outstanding balance of $732.79, which includes monthly access charges and taxes, equipment charges and the final JOD lease balance and payment option for the Note 7 and the final EIP loan balances for the accessories paid off less the credit balance explained above. On October 28, 2016, Ms. [redacted] remitted payment in the amount of $200.00, reducing her balance to $532.79. Further review reflects that on October 20, 2016, a credit of $1.56 was applied to Ms. [redacted]’ account for taxes, reducing her balance to $531.23. Based on our findings it is T-Mobile’s position that Ms. [redacted] was billed correctly for her monthly access charges and equipment charges. Ms. [redacted] may contact Customer Care by calling 800-937-8997 to discuss payment options. 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. Brian W[redacted] Executive Response

April 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to our 2 Lines on Us promotion. Our records indicate that on March 1, 2017, Mr. [redacted] was approved the above promotion for his phone lines ending in [redacted] and [redacted] and as such moving forward he will continue to receive monthly billing credits in the amount of $10.00 for each of the above lines. It is important to note that the billing credits may take up to three billing cycles from the above-mentioned date.
On March 14, 2017, T-Mobile spoke with Mr. [redacted] and explained the above information. In addition T-Mobile advised him that we will follow up on his billing statement with the due date of April 20, 2017, to ensure that the proper billing credits are being applied.
On March 28, 2017, T-Mobile issued a billing statement with the due date April 20, 2017, in the amount of $202.32 which includes monthly access charges taxes and fees from February 28, 2017, to March 27, 2017. It is important to note that this billing statement did not include the 2 Lines on Us promotional credits but as indicated in the previous paragraphs, a follow up has been set for the due date to ensure they are applied manually as they will take up to 3 billing cycles. As of the date of this letter, T-Mobile has applied a credit in the amount of $20.00, resulting in a revised balance of $182.32.
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

May 31, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 23, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] with respect to the outstanding balance on her account. T-Mobile records confirm that Ms. [redacted] canceled her account on September 17, 2015 when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through October 14, 2015. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile has issued a credit of $94.01 to Ms. [redacted]’s account bringing it to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the previously assigned 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 Ms. [redacted]’s credit report to be updated. If any derogatory credit reporting remains after this timeframe, Ms. [redacted] will need to dispute this reporting directly with the applicable credit bureau. 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. Martin G[redacted] Executive Response

Complaint: [redacted]
Date Sent: 5/27/2017 12:13:28 AMComplaint: [redacted]I am rejecting this response because:1. when we signed up for the 4th line the agent at T-Mobile assure of more discounts on our 4th line added than what we had previously.2. the agent never told us it was a 24 months commitment plan we had on the Samsung on 5 device and if calls are recorded as they state I would like to hear them all!!!3. when I called recently and spoke to an agent that was based in phoenix he stated that T-Mobile will keep charging me for my service and lines each month since I decided not to cancel my service that I just transferred my service, so the agent was giving me additional charged that were added recently and I was even more upset!!4.I have tried getting hold of Mercedes V[redacted] via email I have had no response so it looks like she doesn't receive email responses and I will attach you the email I sent her on April 18th that I did  not get a respond from her yet. she may have called me during her time zone but as far as my time zone I may be sleeping and I don't answer my phone.5. I have made a payment of $200.00 as am to the point were I don't seem to some how finish from T-Mobile and cut all ties so I can move on every time I call I get a different answers and more additional charges are been added. plus I don't want them to send me to collection I   have had them for over 10 years and this is how my service will end with them so to me this business is appalling.6. my husband have been tying to call Mercedes V[redacted] but she was away for few days and we have not contacted her since she's been backI just want this nightmare with T-Mobile to end I work a part time job and my husband does not have a job he looks after my 8 years old son, I don't make much money so there fore I cannot afford to pay this balance off at 1x I need to make a living and also try and pay T-Mobile off in an installment as much as I can. sorry I am not been able to attach the email if you can give me an email and I can forward it to that would be greatSincerely,[redacted]

August 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 Holer: [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 22, 2017, regarding the above-referenced account. T-Mobile is pleased to note that we have resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family. We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [redacted] is aware, T-Mobile offers up to $650.00 per device for our Carrier Freedom promotion when switching from another carrier to T-Mobile. In order to qualify there are several eligibility requirements. Mr. [redacted] met the requirements; however, there was confusion on the amount that would be reimbursed.

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 that 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 towards a prior carrier’s equipment installment balance 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 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. Our records reflect that Mr. [redacted] received a trade-in credit of $195.00 at the time of activation and, based on the amount owed to his prior carrier and approval of his reimbursement request, he was sent a prepaid card in the amount of $38.37 for the balance of the equipment installments charged by his prior carrier.

Based on T-Mobile's Carrier Freedom policy and terms, these amounts were correct and nothing else is owed.

However, in an effort to resolve Mr. [redacted]'s concern, T-Mobile offered to waive his current account balance of $147.27 as a courtesy, in turn reflecting a zero balance for the month of August 2017. This offer was accepted as a resolution to Mr. [redacted]'s concern.
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.
Juan C[redacted]
Executive Response

I have not received my refund. T-mobile officer Jennifer G[redacted] is unable to verify my name on the account. However, I called t-mobile customer service several times, they ware able to verify my name and my account number. I am able to login to my account.
My name is in my account.
My t-mobile account: [redacted]; Name: [redacted];
Please help.
Sincerely,
[redacted]

November 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 4, 2016, regarding the above-referenced account. T-Mobile has attempted to reach Mr. [redacted] but unfortunately we have been unsuccessful in our attempts. Therefore, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns Mr. [redacted] has in regards to his recent handset orders. T-Mobile records indicate on September 30, 2016, orders [redacted] and [redacted] were placed by Mr. [redacted] on MyT-Mobile.com. Both orders were for iPhone 7 Plus 32GB Silver devices and had estimated shipping dates of November 1, 2016, to November 29, 2016. This information is provided to the customer at the time of the order on MyT-Mobile.com. On October 3, 2016, Mr. [redacted] called T-Mobile and was provided expected delivery information for the orders. 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 contacts with us regarding the anticipated delivery date of his handset order. UPS Tracking Number [redacted] confirms both devices were delivered on November 8, 2016. As a courtesy to Mr. [redacted] in regards to this mater T-Mobile applied the following credits to his T-Mobile account. On October 22, 2016, a credit of $20.00 was applied, on October 24, 2016, a credit of $6.99 was applied and on October 31, 2016, a credit of $14.00 was applied, bringing the total credits applied for this matter to $40.99, reducing the account balance to $170.76 at the time of the last credit. 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. Daniel R[redacted] Executive Response

February 20, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] & [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.T-Mobile regrets that Ms. [redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency; however, her correspondence provides no new information that would warrant reconsideration of our stance regarding this matter.  T-Mobile’s position remains unchanged.  As our original response to your office dated January 23, 2018, states, Ms. [redacted]’s concerns are in reference to [redacted]’s account number [redacted], on which Ms. [redacted] is an authorized user.  On December 26, 2017, T-Mobile records confirm Ms. [redacted] authorized an automatic payment of $328.54 with T-Mobile’s Financial Care to be withdrawn on December 29, 2017, using the card ending in 5258.  As Ms. [redacted] was not the account holder, for the account ending in 9525, the reminder regarding the payment withdrawal was sent to the number ending in 6880 on December 27, 2017.  As such the payment was withdrawn on December 29, 2017.  Pursuant to Ms. [redacted]’s request the payment was refunded on December 30, 2017.  Please note that the account ending in 9525 was not enrolled in AutoPay when the disputed payment was withdrawn.  Please note Ms. [redacted]’s account ending in 1927 was activated on January 14, 2018, when a Change of Responsibility was process.  In review of the account, T-Mobile has confirmed the account is not enrolled in AutoPay.  Please note, on February 14, 2018, T-Mobile received a correspondence via email from Ms. [redacted] stating she did not request help from T-Mobile, in fact wanted the Revdex.com (“Revdex.com”) to assist her to have T-Mobile fined.  T-Mobile has advised Ms. [redacted] the Revdex.com is an avenue for businesses to address any concerns through written correspondence in an attempt to reach an amicably resolution with the consumer.  T-Mobile regrets any inconvenience this may have caused 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 questions, please do not hesitate to contact me at 1-877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Rochelle M[redacted]Executive Response

Revdex.com Team,   I apologize I missed the email seeking input after resolution of Complaint ID: [redacted]. This issue has been addressed to my full satisfaction by TMobile and if you would like to update your records with that response, please feel free to do so.   Thanks,   [redacted]

February 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 27, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concerns that Mr. [redacted] may have experienced with attempting to unlock his Apple iPhone 6 handset.
As previously mentioned in our correspondence to your office, on January 25, 2017, T-Mobile approved Mr. [redacted]’s Apple iPhone 6 handset to be unlocked. As such, Mr. [redacted] should now be able to insert a non-T-Mobile SIM card into the device and follow the instructions on the device to unlock the iPhone 6.
Please be advised that Mr. [redacted]’s handset may be approved for an exchange following the appropriate troubleshooting with Customer Care during the one-year limited warranty provided by the manufacturer of the handset. For our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately 7 days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled.
Although it has been determined that Mr. [redacted]’s handset is far outside of the one-year limited warranty provided by the manufacturer of his device, in a further effort to amicably resolve this matter, T-Mobile will allow Mr. [redacted] to return his handset directly to my attention within 30 days of the date of this letter at:
Executive Response
Attention: Tiffany C[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the handset in good physical condition and free of any damage, T-Mobile will mail Mr. [redacted] an unlocked and like new replacement Apple iPhone 6 handset. Please note that T-Mobile is unable to ship internationally and as such we would require that Mr. [redacted] provide us with a U.S. based address that we can ship his replacement handset to once his Apple iPhone 6 handset has been received and inspected by T-Mobile. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping as T-Mobile is not responsible for the shipment of Mr. [redacted]’s handset to T-Mobile. T-Mobile regrets any continued inconvenience to Mr. [redacted] and appreciates his 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 1-877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Tiffany C[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 very much for helping me resolve this issue so quickly.  As a side note, the phone that TMobile stated they never received was return to me from their Return Service Center with a broken screen and a note they could not fix.  Since they did provide a new phone, I wont' pursue.  You guys rock!Sincerely, [redacted]

January 25, 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 Prepaid No. XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 23, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced with unlocking his iPhone. Device unlock codes are available to customers who meet our eligibility requirements. A review of your account confirms that on January 22, 2017, we received a request for a Mobile Device Unlock code for the device used on mobile number ending in 0433. However, at that time the device was not eligible for a Mobile Device Unlock code as Mr. [redacted] had not yet applied the required $100.00 in refills to his prepaid account.
Nevertheless, in an effort to amicably resolve this issue, T-Mobile has approved Mr. [redacted]’s iPhone 6 to be unlocked. As such, Mr. [redacted] may insert a non-T-Mobile SIM card into the device and follow the instructions on the device to unlock the iPhone 6. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Brian W[redacted] Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account.
T-Mobile regrets Mr. [redacted]’s concerns regarding the activation of the account and equipment purchase. Please be advised T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. A review of the account indicates that an equipment order and billing statements were sent to the address Mr. [redacted] supplied in his correspondence to your office.
On December 19, 2016, our records indicate the activation of the above-referenced account. Along with activation, an equipment order was performed for two iPhone 7 32GB handsets and two accessories via T-Mobile’s Equipment Installment Plan (EIP) offering and shipped to Mr. [redacted]’s billing address. As Mr. [redacted] indicates in his correspondence to your office, he states this shipment was returned to T-Mobile. Per an unforeseen system issue however, the returned equipment unfortunately was not removed from Mr. [redacted]’s account and the account remained active.
If a customer has an open EIP and the account is cancelled, any remaining open EIP balance on the cancelled account is accelerated and becomes due with the final billing statement. When the account was cancelled on February 9, 2017, the remaining EIP balance of $1,255.76 was accelerated and posted to the final billing statement dated February 20, 2017.
In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile applied a credit of $1,282.89 to his account for the accelerated EIP charges and prorated service charges. This credit brings Mr. [redacted]’s account to a zero balance. Therefore, Mr. [redacted]’s account remains closed with a zero balance. Mr. [redacted] accepted this offer as resolution. 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.
Kimo C[redacted]
Executive Response

September 19, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 11, 2015 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile regrets to hear that Mr. [redacted] has had multiple issues with voice and data coverage in his home and outside of his home. We understand the importance of Mr. [redacted] being able to utilize T-Mobile service in any area. T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Mr. [redacted]’s account and based on the coverage map, confirms that his account address is in a good coverage area. Furthermore, T-Mobile is focused on providing the best network experience for all of our customers, and as a result, we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidth. Additional information about this process can be found in Mr. [redacted]’s Terms and Conditions of service. Finally, on September 18, 2015, T-Mobile spoke to Mr. [redacted] and explained the temporary speed reduction and expected service in his area which Mr. [redacted] understood. In an effort to amicably resolve this matter, T-Mobile has contacted our Engineering team to review Mr. [redacted]’s physical address more in depth to clarify if any service adjustments can be made to resolve Mr. [redacted]’s concerns . Mr. [redacted]’s was informed that Engineering may take up to three business days to review his area and that full resolution is not guaranteed after review. 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. Cesar R[redacted] Executive Response