T-Mobile Usa Inc

April 21, 2016 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 April 12, 2016, regarding the above-referenced account. Please be advised, this account is under Business name [redacted] and [redacted] is designated as the only point of contact. T-Mobile is pleased to report that this matter has been resolved. T-Mobile regrets any frustration to Mr. [redacted] in regards to his data concerns and being billed by T-Mobile after he cancelled service. On November 11, 2015, Mr. [redacted] activated Mobile Broadband service with T-Mobile, qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LTE Mobile Hotspot Z915. Mr. [redacted] agreed to a series of 24 monthly payments in the amount of $4.58. Please be advised, Mr. [redacted] had an active phone line with T-Mobile prior to activating the Mobile Broadband service. Mr. [redacted] agreed to a two-year contract through April 28, 2016, upon activation of the phone line. On November 24, 2015, T-Mobile generated a billing statement with the due date December 16, 2015, in the amount of $50.56 for services rendered, taxes and fees from November 24, 2015, to December 23, 2015 and $4.58 for EIP on the LTE Mobile Hotspot Z915. On November 25, 2015, Mr. [redacted] opted for our 6 gigabyte (“GB”) data plan for $15.00 a month. Please note, prior to this change Mr. [redacted] had a 3 GB plan and our records cannot confirm that he used over the allotted amount of 3 GB to warrant a change to our 6 GB plan. On December 24, 2015, T-Mobile generated a billing statement with the due date of January 16, 2016, in the amount of $129.56 which included the amount of $74.12 for service rendered, taxes and fees from December 24, 2015, to January 23, 2016, the past due balance of $50.56, and $4.58 for EIP on the LTE Mobile Hotspot Z915. Please be advised, on January 16, 2016, Mr. [redacted] cancelled his phone line by porting to another company and was charged an Early Termination Fee of $100.00. Mr. [redacted] did not contact T-Mobile to cancel his Mobile Broadband service, as a result this line remained active. On January 24, 2016, T-Mobile generated a billing statement with the due date of February 16, 2016, in the amount of $321.19 which included the past due balance of $129.56, $100.00 early termination fee, $87.05 for services rendered, taxes and fees from January 24, 2016, to February 23, 2016, and $4.58 for EIP on the LTE Mobile Hotspot Z915. On February 24, 2016, a billing statement was generated with the due date of March 16, 2016, in the amount of $336.58 which included the past due balance of $321.19, $10.81 for services rendered, taxes and fees, and 4.58 for EIP on the LTE Mobile Hotspot Z915. On March 10, 2016, T-Mobile cancelled Mr. [redacted]’s account due to non-payment, and on March 24, 2016, a billing statement was generated with the due date of April 16, 2016, in the amount of $428.18 which includes the past due balance of $336.58 and $91.60 in accelerated device charges for the LTE Mobile Hotspot Z915. On April 20, 2016, T-Mobile spoke with Mr. [redacted] and agreed to reduce his final cost to $202.16, in order to resolve this matter amicably. Mr. [redacted] agreed and remitted a payment in the amount of $202.16 making his newly revised balance zero. 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

Complaint: [redacted]
I am rejecting this response because: Mr. Davis, left me a message that mentioned I never had a problem and that is incorrect, prior to my calling the Revdex.com I was speaking with a young lady regarding my account she recognized the issue and told me she would get back to me, by July 7th. so if that rep. found an issue then how could it have been. I had no problem with my account. I'm feel like I was taken advantage of and someone unbeknownst of myself changed my account in which it caused taxes to be put on my account, which in turn changed my account and took my bill higher than usual. I'm very upset and want a credit on my account. This is not fair to the little man....little woman to be exact...
Sincerely,
[redacted]

August 1, 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 July 18, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns to Ms. [redacted] with regards to her T-Mobile account.  Please be assured that T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent visit to our Retails Store.   T-Mobile records indicate that on June 29, 2017, Ms. [redacted] activated service with T-Mobile, purchased two Apple iPhone 6S handsets under an Equipment Installment Plan and remitted a down payment for those handsets in the amount of $671.98 plus taxes and fees.  T-Mobile regrets any inconvenience to Ms. [redacted] regarding her daughter’s handset being damaged during the above transaction.          Please note that in order to qualify for the Carrier Freedom reimbursement, Ms. [redacted] was to trade-in the handset she was using with her previous carrier, and then submit her final bill from her previous carrier online at www.Switch2T-Mobile.com.  The final bill was to include the final equipment charges and Early Termination Fees charged by her previous carrier.  Our records indicate that on July 25, 2017, the correct documentation was submitted on the above website and as a result Ms. [redacted]’ Carrier Freedom reimbursement was processed and she will receive it within two to three weeks from the above date.         Please note that T-Mobile will have to respectfully decline Ms. [redacted]’ request for a refund in the amount of $427.00 however, on July 27, 2017, in an effort to amicably resolve her damaged handsets concerns, T-Mobile upgraded her daughter’s mobile number ending in 0289 to an Apple iPhone 6S Plus 32GB handset in Rose Gold at no additional cost and will be delivered her billing address within three to five business days.  Please be advised that a charge in the amount of $649.99 plus taxes will be added to Ms. [redacted]’ T-Mobile billing statement with the due date of August 22, 2017, and we will apply a credit in full after the bill cycle date of August 1, 2017.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her 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.   Cesar R[redacted] Executive Response

April 24, 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 12, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding T-Mobile’s promotional AutoPay discount. Please be advised that customers subscribed to T-Mobile ONE who enroll in AutoPay receive a $5.00 credit per line of service, per month, while they maintain enrollment thereby allowing for customers to have two voice lines on T-Mobile ONE for a monthly cost of $100.00 including applicable taxes and fees. AutoPay automatically deducts funds from a customer's chosen payment method, i.e., bank account or credit card, approximately two days before the bill due date and applies them to the account as a payment.
As Ms. [redacted] is not enrolled in AutoPay, she is ineligible to receive the monthly AutoPay discount.
Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on April 20, 2017, T-Mobile offered to apply a credit in the amount of $120.00 toward her account which is equivalent to 12 months of the AutoPay discount. Should Ms. [redacted] choose to take advantage of this offer she may contact me at the number provided below within 30-days from the date of this letter.
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 contact with our Customer Care. 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.
Brandon M[redacted]
Executive Response

September 29, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 22, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her Simple Choice No Credit Check account. T-Mobile records confirm that on September 3, 2015, Ms. [redacted] activated her T-Mobile account with her mobile numbers ending in[redacted] Our records indicate that on June 5, 2016, Ms. [redacted] canceled her mobile number ending in [redacted]. On June 6, 2016, Ms. [redacted] canceled her mobile numbers ending in [redacted]. Our records do confirm that on June 5, 2016, Ms. [redacted] provided T-Mobile with permission for a Change of Responsibly (“COR”) to be processed for her mobile number ending in [redacted]. 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 numbers. Although, Ms. [redacted] provided permission for a COR to take place for her mobile number ending in [redacted], the new owner did not contact T-Mobile to complete the COR. Therefore the mobile number remained active until it was canceled on September 7, 2016, for non-payment. Upon speaking with Ms. [redacted], she stated that our Customer Care advised her that an authorized user can contact T-Mobile to cancel the account and this is why she did not contact T-Mobile to cancel her mobile number. We are sorry for any misinformation, as any T-Mobile account can only be canceled by the billing name. Ms. [redacted]’s account was canceled with a balance of $50.33. Please note this is not the final balance, which will be produced three days after Ms. [redacted]’s billing cycle on the September 27, 2016. In regards to Ms. [redacted]’s deposits, Simple Choice No Credit Check accounts are required to pay a deposit. Our records indicate that she was required to make total payment of $100.00 to her account for deposits. Deposit refunds are automatically applied to the account to cover any balance due. Our records indicate that Ms. [redacted]’s $90.00 in deposits were released to her account balance and it was applied to her balance on her billing statement dated June 28, 2016. A copy of the billing statement was emailed to Ms. [redacted] for review. It is also important to note that Simple Choice No Credit Check accounts are not transferred to collection agencies for further collection attempts, although T-Mobile may use a collection agency to contact customers in an attempt to collect a debt. In an effort to amicably resolve this matter, on September 26, 2016, T-Mobile applied a courtesy credit of $50.33 to Ms. [redacted]’s account for her balance. T-Mobile will follow up on September 30, 2016 to remove any final bill charges for monthly services. In addition, T-Mobile sent Ms. [redacted] a prepaid refund card in the amount of $10.00 to her address on the correspondence for her remaining deposit. Please allow seven to ten business days for mailing. Ms. [redacted] accepted this as a resolution. As of September 28, 2016, Ms. [redacted]’s account remains canceled with a zero balance. 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. Ligia M[redacted] Executive Response

June 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 June 10, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her order. T-Mobile records indicate that on June 8, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 Plus device. Regretfully, due to an inadvertent error, the handset was shipped to a no longer valid address. However, as of the date of this letter, UPS has returned the device back to T-Mobile.
Should Ms. [redacted] remain interested in the purchase of a device, she may contact me directly to the phone number below or contact Customer Care at 1-800-937-8997 for further assistance with the order of a new device.
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.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted] Executive Response

April 23, 2018
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 17, 2018, regarding the above-referenced account.
T-Mobile regrets any ongoing concerns Mr. [redacted] has regarding the taxes charged and the processing time prior to his handset order being shipped to him. We appreciate the opportunity to address Mr. [redacted]’s concerns. Please be advised that T-Mobile has addressed Mr. [redacted]’s concerns regarding the account and your file number 12757059 on April 6, 2018, and April 13, 2018. It is T-Mobile’s position that the appropriate taxes were charged for Mr. [redacted]’s order number 7103082156, which was shipped to the address listed below at the request of Mr. [redacted].
[redacted]
17211 42nd Dr. SE
Bothell, WA 98012-7647
Please note that Mr. [redacted] initiated the handset orders on March 9, 2018, online at www.T-Mobile.com and selected ground shipping which may take up to ten business days to be received once shipped. Due to system limitation, T-Mobile is unable to change the shipping options once an order is placed.
Please be advised that handsets are shipped based on available inventory and the shipping type selected at the time of order. It should be noted that at the time of Mr. [redacted]’s order he was provided an estimated shipping time frame between March 9, 2018, and March 12, 2018, for departure from T-Mobile’s warehouse. Please note that estimated departure dates may be altered at any time, at which point the customer will receive notification. Regrettably, due to inventory constraints, Mr. [redacted]’s order for each of the LG V30 handsets departed from our warehouse on March 22, 2018, and was delivered on March 26, 2018, which is within the allotted ground shipping timeframe.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve his concerns, on April 23, 2018, T-Mobile offered to apply a one-time courtesy account credit in the amount of $50.00. Please be advised that Mr. [redacted] respectfully declined this offer. Should Mr. [redacted] choose to accept this offer, he may contact our office at the number listed below no later than May 7, 2018.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience 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. 341-7999.
Very truly yours,
T-MOBILE USA, INC.
Carlos [redacted] Executive Response

August 26, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327   Re:      [redacted]         ...

                           T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 19, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted].  Please note that [redacted] and [redacted] is the same person.    T-Mobile regrets any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to address his concerns.  Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.    T-Mobile records indicate that as of June 17, 2017, per Mr. [redacted]’s request, a T-Mobile postpaid account was activated with two voice lines.  Please note that T-Mobile provides a 14 day return period which allowed Mr. [redacted] to use our equipment and service to see if it met his needs.  As Mr. [redacted] was not satisfied with T-Mobile coverage, on June 23, 2017, he returned his equipment to a local T-Mobile store and cancelled the two lines of service.  It is important to note that while the account is cancelled within the 14 day return period, Mr. [redacted] would only remain responsible for prorated charges from the date of activation through the date of cancellation.   Please note that Mr. [redacted] presented concerns in regards to T-Mobile coverage.   Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability.  In an attempt to resolve Mr. [redacted]’s concerns T-Mobile provided him a Signal Booster.   The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance.    Please note that the Signal Boosters are T-Mobile owned devices.  Please be advised that the coverage device must be returned using a prepaid return label that may be provided by T-Mobile. If not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.   T-Mobile records indicate that due to an inadvertent error, Mr. [redacted] was charged an entire cycle of service rather that the prorated charge as well as a Signal Booster non return fee.    On July 9, 2017, the amount of $114.17 was debited from Mr. [redacted]’s account on file.  T-Mobile records indicate that from this amount only $70.00 was refunded back to Mr. [redacted] on July 15, 2017.  Furthermore, on August 9, 2017, the amount of $267.67 was debited from Mr. [redacted]’s account on file.  As the equipment was returned in store, our system did not reflect the return which caused the non-return fee to be assessed.   In a conversation with Mr. [redacted] on August 24, 2017, T-Mobile was able to confirm the return of the Signal Booster.  In order to amicably resolve Mr. [redacted]’s concerns T-Mobile has agreed to reimburse Mr. [redacted] the amount of $44.17 in form of a prepaid MasterCard, please note that this amount is the difference between the $114.17 that was charged and the $70.00 that had already been refunded.  T-Mobile also agreed to issue a refund in the amount of $267.67 to be refunded to Mr. [redacted]’s card.  Mr. [redacted] has agreed to this as a resolution.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Thania R[redacted] Executive Response

December 7, 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 December 3, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on September 24, 2016, we mailed Mr. [redacted] a 4G LTE Cellspot coverage device. This device was provided to Mr. [redacted] without a deposit. It is important to note that if coverage devices are not returned upon cancelation of service, there is a $138.00 non-return fee that is assessed to the account. Further records confirm that on October 23, 2016, Mr. [redacted] cancelled his T-Mobile account. On November 21, 2016, a non-return fee totaling $149.05 including tax was assessed to Mr. [redacted]’s account for the coverage device. Finally, T-Mobile records confirm that on December 2, 2016, Mr. [redacted] spoke with our Customer Care team and during this conversation we located the coverage device in our warehouse. As such, on December, 2, 2016, a credit of $149.05 was applied to Mr. [redacted]’s account for the coverage device non-return fee. This credit reduced Mr. [redacted]’s account balance to zero. As such, Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

April 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 Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 16, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated with the 2016 Apple Black Friday Offer. From November 24, 2016, through November 27, 2016, T-Mobile offered customers the 2016 Apple Black Friday Offer. There were several eligibility requirements for this promotion.
Our records reflect that on November 27, 2016, Mr. [redacted] attempted to take advantage of our Equipment Installment Plan (“EIP”) offering by ordering one iPhone 7 Plus 32GB handset under mobile number ending in [redacted]. Please be advised that upon initiating an EIP, T-Mobile emails customers 24 and 48 hours after the original process date to ensure that they complete the required electronic signature authorization for the EIP to be completed. Additionally, a phone call is made after 36 hours as a final attempt for customer to provide the required electronic signature authorization. Regretfully, the EIP order was canceled as T-Mobile did not receive Mr. [redacted]’s required electronic signature.
Following the cancellation of the order, on December 6, 2016, Mr. [redacted], successfully qualified for and took advantage of our EIP offering with the purchase of one iPhone 7 Plus 32 GB handset under mobile number ending in [redacted]. At the time of purchase, Mr. [redacted] remitted a payment of $61.99 plus the taxes on the retail price of the handset, and agreed to a series of 24-monthly installment of $29.50.
Please note that our records indicate that on December 2, 2016, an iPhone SE 64GB handset was traded-in to T-Mobile for a trade-in value of $110.00 which was posted to the account on March 6, 2017. It is important to note that the trade-in of a device is a final transaction. Pursuant to the trade-in agreement, customers agree to and accept terms which include statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. T-Mobile does not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program.
Unfortunately, as Mr. [redacted] did not purchase the iPhone 7 Plus handset during the promotional timeframe, the account did not meet the requirements of the offer and therefore was not eligible for the promotion. Nevertheless, in an effort to amicably resolve this matter, T-Mobile offered to credit up to $200.00 towards the EIP balance of the iPhone 7 Plus handset or as a bill credit to the account.
Mr. [redacted] declined our offer and requested his traded-in device be returned. T-Mobile, at this time, respectfully declined to return the traded-in handset rendered to T-Mobile. However, we offered to ship Mr. [redacted] an iPhone SE 64GB Rose Gold handset from our office and extended this offer for a period of 14 days from the date of this letter. Should Mr. [redacted] accept, he may contact Maggie R[redacted] directly at 1-877-290-6323 ext. 341-8016. 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.
Aika A[redacted]
Executive Response

Revdex.com:
Good afternoon.  I’m writing to inform you that T Mobile has resolved everything.  Please disregard my complaint, and please do not publish my complaint.  Thank you for your...

time.
 
                                        ...⇄ [redacted]

August 12, 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 August 4, 2015, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted] concerns. On July 15, 2015, T-Mobile launched a massive expansion of its first Un-carrier move, Simple Choice, by extending coverage and calling across the U.S., Mexico & Canada for all Simple Choice customers at no extra charge. Called ‘Mobile without Borders’, this offer delivers calling to both land lines and mobile phones - as well as the 4G LTE data included in customers’ T-Mobile rate plans - across all three countries at no additional cost. This new coverage and calling automatically includes all new customers of Simple Choice postpaid or prepaid rate plans. Existing Simple Choice customers who wish to take advantage of the offer need to opt-in online, by phone, or in-store by switching to one of our latest rate plans called Simple Choice North America. T-Mobile regrets any confusion or inconvenience the opt-in requirement may have caused and thank Mr. [redacted] for his feedback. In an effort to amicably resolve this matter, T-Mobile applied a $30.71 credit to Mr. [redacted] account to offset the cost of the international calling charges reflected in his previous billing statement; the revised account balance is now $70.26 . Additionally, T-Mobile stepped outside our normal guidelines for account changes, and backdated the opt-in to the Simple Choice North America rate plan in order to allow Mr. [redacted] to immediately take advantage of this new 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 [redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

February 2, 2018
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 January 26, 2018, regarding the above-referenced file number. Please be advised that we attempted to reach Mr. [redacted], and were unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’s concerns via this response.
We regret hearing of Mr. [redacted]’s additional concerns regarding the unlock request for the device purchased from a third party. Please be advised, Mobile Device Unlocks (“MDU”) are available to customers who meet our eligibility requirements. MDU requirements can be located on our website at https://support.t-mobile.com/docs/DOC-1588.
A review of Mr. [redacted]’s account confirms that on December 26, 2017 we received a request for an MDU for the device used on mobile number ending in 4555. However, at that time the device was not eligible for a Mobile Device Unlock.
As Mr. [redacted] indicates that the handset was not purchased through either a direct T-Mobile retail location, or a T-Mobile authorized dealer, it is not eligible for an MDU. As such, it is T-Mobile’s position that we unable to provide Mr. [redacted] with the MDU. We regret any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Felicia P[redacted]
Executive Response

March 12, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 6, 2016, regarding the above-referenced account. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards the included data service features in his original rate plan. A review of Mr. [redacted] account confirms that the T-Zones feature he is referring to in his correspondence to your office was removed from the account as of February 10, 2013, pursuant to Mr. [redacted] request following a rate plan change. At that time, Mr. [redacted] elected to change his rate plan to the Value 500 Minute Talk rate plan that provided him with 500 minutes and 200MB of data per month for $39.99 plus tax, and applicable fees. Please be advised that from time to time T-Mobile re-evaluates available rate plan offerings and may choose to grandfather certain rate plans and features as was the case with Mr. [redacted] Value 500 Minute Talk rate plan. Our records reflect that on January 10, 2016, Mr. [redacted] was subscribed to the Simple Starter Unlimited Calling Texting and 500MB of data price plan which provides unlimited calling, unlimited texting, and 500MB of data for $40.00 per month plus tax, and applicable fees. It is important to note that Mr. [redacted] rate plan was changed because T-Mobile has chosen to no longer support the Value 500 Minute Talk rate plan. As Mr. [redacted] grandfathered rate plan totaled $39.99 and the new rate plan totaled $40.00, it is our position that Mr. [redacted] has been moved to a comparable rate plan in regards to cost and services. Nevertheless, in an effort to amicably resolve the matter T-Mobile has agreed to place Mr. [redacted] on our Select Choice rate plan for $25.00 monthly, which includes unlimited calling, unlimited texting, and 3GB of mobile data for an additional $10.00 monthly charge totaling $35.00 plus tax and applicable fees. On March 8, 2016, T-Mobile contacted Mr. [redacted] and presented this offer to which he accepted as a full resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext.[redacted] Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

August 3, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         T-Mobile Account Holder: [redacted]. [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 21, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has confirmed that [redacted] and [redacted]. [redacted] are one and the same.   T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile tablet device.  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 retail location.    In addition, T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his participation in a T-Mobile promotional offer.  T-Mobile records confirm that on June 18, 2017, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted].  At that time, Mr. [redacted] was qualified for a promotional offer wherein he would receive a monthly bill credit for 50% of the monthly access charges for these two lines of service while maintaining promotional eligibility.  Additionally, at that time, Mr. [redacted] purchase a Samsung Tab E device and an LG Aristo handset through our Equipment Installment Plan ("EIP") program wherein he was required to remit a down payment in the amount of $6.00 plus taxes on the full, retail price and agreed to 24 monthly installments in the amount of $16.00.   Please note that, upon speaking to Mr. [redacted] on July 27, 2017, he confirmed that his concerns related to his tablet have been previously resolved at our retail location as he was provided a replacement for his Samsung Tab E device.   Please note that at the time of Mr. [redacted]’s above-referenced activation, there was not an active promotional offer for two lines of service at no cost.  As such, T-Mobile is unable to provide Mr. [redacted] with two lines of service at no cost.   However, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], T-Mobile agreed to offer a 30-day period wherein Mr. [redacted] may cancel the mobile numbers ending in [redacted] and [redacted], and may return his Samsung Tab E device and his LG Aristo handset to my attention at the following address:   T-Mobile USA, Inc. Attn:  Brandon M[redacted] c/o Executive Response 1201 Menaul Blvd. NE Albuquerque, NM  87107   Upon receipt of Mr. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to close the associated EIP and to apply an account credit for the previously billed associated EIP charges.  Additionally, at that time, T-Mobile will apply an account credit for the previously billed charges associated with the mobile numbers ending in [redacted] and [redacted].   T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us.  We ask that Mr. [redacted] please include the devices, chargers, and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.  Please be advised that if our final examination of the devices indicate that they have sustained either physical or liquid damage that would void the Limited Warranty, the devices will be returned to Mr. [redacted] and the EIP balance will then be considered valid and owed.    It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer.  T-Mobile regrets any inconvenience to Mr. [redacted].    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Brandon M[redacted] Executive Response

July 15, 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 Prepaid Number: XXX-XXX-[redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 10, 2015, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
 
In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her local hospital.  We regret any coverage issues Ms. [redacted] has experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability.
 
Upon further review of Ms. [redacted]’s inquiries about the coverage, T-Mobile has determined that the commercial building she is experiencing issues in is due to its structural make up which limits T-Mobile’s signal penetration.  Please be advised that T-Mobile has determined that Ms. [redacted]’s indoor coverage she is experiencing is to be expected.
 
In an effort to amicably resolve Mr. [redacted]’s concerns T-Mobile has offered to credit Ms. [redacted]’s account in the amount of $25.00.  Please note that this adjustment is offered as a one-time courtesy based on Ms. [redacted]’s experience; however, going forward Ms. [redacted] is aware that T-Mobile cannot guarantee coverage in all locations or structures.  Additionally, as Ms. [redacted] is on a prepaid account and is not on a contract she may take her number to any service provider if T-Mobile’s coverage does not meet her needs.
 
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.  
  
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.
 
Ruben A[redacted]
Executive Response

May 26, 2017FILED 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 May 15, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her equipment purchase and the billing on her account.  T-Mobile records indicate that on December 11, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the lease of a new Apple iPhone 6S Plus 64GB, wherein she agreed to 18 monthly lease payments of $30.00 and a final purchase option price of $210.00.  With JOD, customers 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 (POP) of the handset will be assessed to the billing statement following the final lease payment.  Furthermore, T-Mobile offers customers such as Ms. [redacted] the option to finance the POP with a no-interest, nine month installment plan to purchase their device.  Please note taxes on POP are due at time of payment option installment plan (POIP) creation.  Otherwise, customers may pay the POP in full once billed to their account.  Furthermore, please note that Ms. [redacted]’s account number [redacted] was enrolled in AutoPay on May 12, 2017, through Customer Care.  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.  As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card provided.  Nevertheless, T-Mobile records indicate that as of May 14, 2017, AutoPay was cancelled. Further records confirm that Ms. [redacted]’s billing statement dated April 24, 2017, carried a total balance due of $613.78.  Please be advised that Ms. [redacted] was assessed charges for service, equipment charges, applicable taxes and fees.  Ms. [redacted]’s statement balance was due in full by May 16, 2017.  On May 14, 2017, a payment in the amount of $453.01 posted to Mr. [redacted] account.  T-Mobile records further confirm that Ms. [redacted] disputed the payment made on May 14, 2017, with her financial institution and $453.01 was charged back to the T-Mobile account on May 16, 2017.  Nevertheless in an effort to amicably resolve this matter on May 18, 2017, T-Mobile placed a credit in the amount of $453.01 towards the account.  As an additional, gesture of good faith T-Mobile applied a credit of $210.00 to Ms. [redacted]’s account for the POP balance in full for the Apple iPhone 6S Plus 64GB.  T-Mobile regrets any inconvenience to Ms. [redacted].  As of the date of this letter Ms. [redacted]’s account reflects 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.Abigail [redacted]Executive Response

June 2, 2015FILED ELECTRONICALLY Bureau 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] ToWhom It May Concern: T-MobileUSA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 26, 2015,regarding the above-referenced account.   In reviewing our records forthe above account it appears that Mr. [redacted]incurred international long distance charges for calls initiated directly fromhis T-Mobile handset.   If aninternational phone number is entered and the send key is pressed, the handsetwill place an international call over the T-Mobile network.  T-Mobile offers competitive rates forinternational dialing and if Mr. [redacted] would like to know the internationalcalling rates for a particular location or international features available,Mr. [redacted] can visit our website at www.T-Mobile.comor contact our Customer Service by dialing 611 from his handset or [redacted]from any phone.   If Mr. [redacted] prefers to use acalling card or another third party service to complete international longdistance calls, we encourage Mr. [redacted] to follow the instructions provided bythe calling card provider.  In addition,customers must remember that if they dial a phone number or access theiraddress book and press the “send” key, even if they are on another call, a callwill be placed over the T-Mobile network and appropriate charges willapply.  This means that if a customer isusing a calling card or third-party service they will need to manually enterany phone or access numbers withoutpressing the “send” key.   Ourrecords confirm that Mr. [redacted] was billed in accordance with the internationallong distance rate and calls placed via our network.  In an effort to amicably resolve Mr. [redacted]’s concernsT-Mobile will continue to work with him to uphold any verbal commitmentspreviously agreed upon and will apprise Mr. [redacted] of our position.  Basedon the foregoing, we respectfully request that this complaint against T-Mobilebe closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or [redacted] Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

Complaint: [redacted]I am rejecting this response because; I have not received the aforementioned debit card. And based on my history of being told by four different people including managers and supervisors at T Mobile that the refund had in fact already been sent, I'm going to wait until I receive it before closing this. 
Sincerely,[redacted]

May 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 May 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account.
T-Mobile records confirm that Ms. [redacted] subscribed to the optional Premium Handset Protection (“PHP”) under mobile number ending in [redacted], which provides coverage in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunction.
As Ms. [redacted] indicated that her device had sustained physical damage, Ms. [redacted] remained eligible to process an insurance claim through Assurant, the third party provider. When a claim is filed a deductible is charged by Assurant. T-Mobile records indicate that on May 2, 2017, Ms. [redacted] processed a claim with Assurant and paid a $175.00 deductible.
In an effort to amicably resolve this matter, upon speaking with Ms. [redacted] on May 16, 2017, T-Mobile confirmed that a $175.00 credit for the cost for the deductible was applied to the account on May 1, 2017, by customer care. Additionally, as a gesture of good faith, T-Mobile applied a $100.00 credit to the account. The credit applied left Ms. [redacted]’s account with a credit balance of $100.00. 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.
Abigail [redacted]-R[redacted]
Executive Response