T-Mobile Usa Inc

June 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
We regret any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to work with him in resolving his concerns. T-Mobile records indicate that from January 5, 2017, through February 28, 2017, T-Mobile was offering the 2017 Tax Time Switcher Offer which provided customers a $150.00 mail in rebate per line of service ported in, and subscribed to the T-Mobile ONE plan, within eight weeks from the date of submission. T-Mobile records indicate that on February 14, 2017, Mr. [redacted] ported in lines ending in [redacted] and submitted for the 2017 Tax Time Switcher Offer.
On April 21, 2017, Mr. [redacted] updated the billing address via his myT-Mobile.com account and called in to customer care to go over the promotion status. At that time, the rebate card was already being processed and was sent out to Mr. [redacted] but unfortunately the update in address did not reflect in the promotional records and the rebate card was sent to Mr. [redacted]’s previous billing address. Upon further review, T-Mobile has found the card was received and the funds of $600.00 have been used. Mr. [redacted] has stated he did not use the funds on this card.
In order to amicably resolve Mr. [redacted]’s concern, on June 16, 2017, T-Mobile applied a one-time account credit in the amount of $600.00, resulting in a credit balance of $486.64.
Please note that Mr. [redacted] has unenrolled from AutoPay as of May 24, 2017. 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. This feature also provides consumers the benefit of a $5.00 discount per line while taking advantage of the T-Mobile ONE rate plan. Mr. [redacted] may activate the AutoPay at any time via his personal myT-Mobile.com account.
As a courtesy T-Mobile has issued an additional adjustment of $15.00 for the three remaining lines on Mr. [redacted]’s account bringing the account to a credit balance of $501.64.
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.
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

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 .... with the following provisions. I agree nothing should be charged me for this travesty, but reject the excuse of "administrative error." I have seen no explanation which would demonstrate an error for a colossal bait-and-switch which bloated the only plan to which I had agreed by a factor of five. I point out also that in this competitive age there's is no legitimate plan by any carrier running $100 per month.  I believe a prime factor in this "error" is that I am 73 years old and of need of hearing aids. This is a demographic some marketing predators refer to as "birdnest on the ground." Sincerely, [redacted]

October 20, 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 October 14, 2016, regarding the above-referenced account. T-Mobile has confirmed that Mr. [redacted] is listed on Ms. [redacted] account as an authorized user and is able to discuss the account details and make various changes to the account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted] concerns to his satisfaction T-Mobile’s JUMP! program gives customers the freedom to upgrade their phone when they want. T-Mobile’s JUMP! allows customers who have purchased a device using our Equipment Installment Plan (“EIP") financing option to upgrade and T-Mobile will pay their remaining EIP balance, up to half of the original device purchase price. Any remaining EIP balance not covered by T-Mobile will need to be paid in full by the customer at the time of the upgrade. When a JUMP! customer attempts to perform an upgrade on the My T-Mobile site, they will be presented with the option to upgrade based on their eligibility. If the currently active EIP balance is higher than half the original purchase price, customers will only be provided the option to upgrade after a payment has been made to meet this qualification. After a careful review of Ms. [redacted] account, T-Mobile has confirmed the EIP for the Samsung Galaxy S7 Edge Silver Titanium 32GB handset that was purchased on March 3, 2016, had a remaining balance higher than one-half the original cost. For this reason, Mr. [redacted] was not able to complete a JUMP! upgrade. As such, this resulted in Mr. [redacted] having two active EIPs for the devices. Our records confirm on June 22, 2016, an upgrade was performed for an Apple iPhone 6s Silver 64GB handset. The order was not processed as a JUMP! upgrade which resulted in the Samsung Galaxy S7 Edge 32GB handset EIP remaining active. In an effort to provide an Un-carrier experience, T-Mobile has asked Mr. [redacted] to return his Apple iPhone 6s Silver 64GB handset and Samsung Galaxy S7 Edge Titanium 32GB handset to us at: T-Mobile USA, Inc. Attn: Chris P[redacted] P.O. Box 37380 Albuquerque, NM 87176 T-Mobile encourages Mr. [redacted] to use a traceable carrier and to keep a copy of the tracking number for his records. Once T-Mobile has received the device, and confirmed it is in good working condition, we will revisit Ms. [redacted] account and close the EIP with the remaining balance waived 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. Christopher P[redacted] Executive Response

August 9, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated August 4, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with ordering new T-Mobile service and equipment. We are thrilled that Mr. [redacted] selected T-Mobile as his wireless service provider. T-Mobile records confirm that order number [redacted] was created for Mr. [redacted]. Mr. [redacted] elected to purchase the Samsung Galaxy J7, and activate a new mobile number on T-Mobile’s $50.00 Simple Choice North American Unlimited Talk, Text and Data rate plan. T-Mobile is currently offering several promotions, both for Samsung devices and for current educators. T-Mobile’s educator discount provides customers with a $60.00 discount on new phones with a minimum cost of $240.00 and also provides a discount of 20% toward new accessories. T-Mobile’s current Samsung Smartphone promotion provides customers with the option to receive a Samsung device, such as the Samsung J7, free. In order to receive a Samsung device for free, customers must finance the equipment through our Equipment Installment Plan (“EIP”), wherein they must agree to pay the taxes on the full cost of the device up front, and agree to a 24 month installment plan for the remaining cost of the device. Customers then receive a monthly credit toward the cost of the device, equal to the monthly EIP installment, making the device free. Further records confirm that T-Mobile offers a 17% monthly discount for employees of [redacted] As such, based on Mr. [redacted]’ selection of equipment and selected rate plan and equipment, his monthly cost would be $105.00, before tax, and before the monthly discount for [redacted] In an effort to amicably resolve this issue, we updated Mr. [redacted]’ above order to reflect a $0.00 cost for the Samsung Galaxy J7 as well as a $0.00 up front cost. Mr. [redacted] completed the order and agreed that his monthly cost will be $95.00, before tax, and before the monthly corporate discount. We advised Mr. [redacted] that once he receives his new device, to email me at [redacted]@T-Mobile.com with his new number and once we have access to his new account we will request that the monthly corporate discount be applied to his new account, which will reduce his monthly charges to $78.85 per month, before taxes. Mr. [redacted] has also been advised that if he would like to transfer a new number to T-Mobile, he may also email me directly with the number he wants transferred, the other carriers account number and password and we will request the number be transferred on behalf of Mr. [redacted]. Mr. [redacted] has been advised that the monthly corporate discount will not be applied until his second billing statement is created. As such, we will follow up after Mr. [redacted]’ first billing statement is provided and manually apply the 17% discount to his account, after which the monthly discount will automatically be applied to his account. 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

May 4, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has with her billing and her attempts to contact the Executive Office. We make every effort to contact our customers at their preferred contact method and time and we apologize that we were not initially able to make contact with Ms. [redacted]; however, on May 4, 2017, we were successful in reaching her.
As stated in the response to your office on December 19, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with two iPhone 6S Plus 16GB devices. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. Ms. [redacted], has the option to cancel her leases and return the handsets. As an alternative, should Ms. [redacted] wish to own her devices, she may pay the $191.99 remaining balance for the Purchase Option Price (“POP”) on each handset at the time the lease ends.
Additionally, Ms. [redacted] may also place the remaining balance of the POP of the handsets under a nine month installment. Please be advised that the purchase device with payment option installment plan must be accepted by June 19, 2017. It is important to note that all customers who lease or finance equipment are provided with paperwork that outlines the total cost of the handsets, the monthly installments and the POP if applicable.
Furthermore, T-Mobile records indicate that between December 18, 2015, and December 20, 2015, T-Mobile offered new and existing customers who purchased a qualifying Alcatel Pixi 7 on an Equipment Installment Plan (“EIP”) monthly EIP bill credits which would make the tablet free after 24 months. To be eligible, a Mobile Internet (“MI”) Plan providing 2GBs or more of high speed data is required for the term of the EIP.
T-Mobile records confirm that Ms. [redacted] was receiving the expected promotional monthly bill credits in the amount of $10.00 for the tablet under mobile internet line ending in 6292. However, due to a rate plan change effective December 20, 2016, which was fewer than 2GB of data per month the promotional monthly bill credits were discontinued.
Upon speaking with Ms. [redacted] on May 4, 2017, she was presented with the options available for the remaining balance for the POP on each handset at the time the lease ends. As a gesture of good faith T-Mobile closed the EIP for the Alcatel Pixi 7 under mobile internet line ending in 6292. 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]
Executive Response

November 16, 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 11, 2016, regarding the above-referenced account. We are sorry to hear that Mr. [redacted] is having issues with his Apple iPhone 5S. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. It is important to note that T-Mobile now sends our Handset Exchange orders to the customer’s nearest store location for pick up. This allows our customers to set up their new device, double check the device to ensure an exchange is needed to resolve the issue and condition of the device. Also this helps customers’ avoid any unwanted fees for device returns like non-return fees and/or out of warranty fees. Our records indicate that upon inspection of Mr. [redacted]’s phone at our T-Mobile store, our sales representative indicated that there was physical damage on the handset and did not qualify for a Handset Exchange. However, in an effort to amicably resolve this matter, on November 13, 2016, T-Mobile placed a handset order for a like new Apple iPhone 5S handset without any accessories to Mr. [redacted]’s account address. Please allow seven to ten business days for shipping. Mr. [redacted] is not required to return his handset. Mr. [redacted] was advised that this is a one-time courtesy and going forward he must comply with our new Handset Exchange Policy, which Mr. [redacted] accepted as a resolution. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

July 12, 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 July 1, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that he has designated [redacted] as an authorized user on the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her refund and appreciates the opportunity to respond to her concerns.
T-Mobile records confirm that Ms. [redacted] canceled her account on May 14, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the ninth of one month to the eighth 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 June 8, 2017, in the amount of $56.92 consisting of monthly access charges and applicable taxes.
A review of Ms. [redacted]’s account confirms that her billing cycle from April 9, 2017, through May 8, 2017, consisted of monthly access charges and final charges for her devices on our Equipment Installment Plan (“EIP”) in the amount of $429.35. Please note that Ms. [redacted]’s account was enrolled in AutoPay on November 14, 2015. 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/bank account provided.
Ms. [redacted] contacted Customer Care on June 2, 2017, concerning the payment of $429.35 and was advised that a refund was processed in the amount of $350.94. Due to an inadvertent error the refund was declined and Ms. [redacted]’s refund was not processed.
Nevertheless, in an effort to amicably resolve this matter, on July 5, 2017, T-Mobile advised Ms. [redacted] that the refund had been refunded to the banking account on file and can expect the funds to be deposited within three to five business days.
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.
Andrew S[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. Mr. R[redacted] was very caring and fantastic in resolving this issue. I look forward to a great relationship with T-Mobile.
Sincerely,
[redacted]

January 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 22, 2016, regarding the above-referenced account. T-Mobile regrets that Mr. [redacted] experienced any inconvenience with our Carrier Freedom offer. Under the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”). In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. T-Mobile records indicate that on January 2, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 6S devices. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. The EIP with trade-in option is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Eligible customers looking to use EIP to either upgrade the handset that is the subject of their current EIP or purchase a new handset for a new line of service they are adding to their account may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the open EIP balance. It is important to note that only one handset may be turned in per requested upgrade and that the trade-in value for any handset is determined based on the current market price for that handset, which may not be the price originally paid for the handset. Although the retail representative can provide information as to the amount of the potential credit, that information may not be the final determination. Once the trade-in has been agreed to, if the store has the new handset in stock, the upgrade may be completed in the store. However, if the store is not a participating trade-in retailer or the requested, new handset is out of stock, the customer uses an envelope provided by the retail representative to mail the handset to the address indicated. Once received, it is again inspected and if found to be in acceptable condition, the previously agreed upon credit will be applied to the customer’s open EIP or if the existing EIP balance has since been paid in full the credit is applied to the account balance within two to three billing cycles. T-Mobile records indicate that on January 11, 2016, a credit in the amount of $302.00 was applied to Mr. [redacted]’s account for his two trade-in devices. Upon speaking with Mr. [redacted] on January 22, 2016, it is our understanding that he is still seeking additional credits of $198.00 for cancellation fees incurred from their previous provider and $315.79 for his initial down payment made to T-Mobile. Nevertheless, on January 22, 2016, T-Mobile agreed to send Mr. [redacted] a refund in the amount of $815.79 for his initial down payment, cancellation fees incurred by his previous provider, and trade-in credits. Mr. [redacted]’s T-Mobile account currently reflects a zero balance. The refund is in the form of a prepaid card issued by CitiBank. Please allow seven to ten business days for the refund to arrive. If Mr.[redacted] has not received his refund card within ten business days of the above date he may contact Citibank Card Services at 1-877-855-7201 for additional assistance. 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. William B[redacted] Executive Response

November 5, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 27, 2015, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. According to our records on October 17, 2015, Mr. [redacted] purchased an ** GPad tablet through our Equipment Installment Plan ("EIP") program. Please be advised that T-Mobile provides a 14-day return period which allows customers to use the equipment to see if it meets their needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Please note that this process applies whether or not the customer has held on to their original sales receipt and we apologize if that was not advised to Mr. [redacted]. In an effort to amicably resolve the matter and upon speaking to Mr. [redacted] on October 29, 2015, T-Mobile offered for Mr. [redacted] to return his ** GPad tablet and charger, in its original packaging, to my attention at the following address: [redacted] When the equipment has been received in acceptable condition, T-Mobile will issue a prepaid debit card in the amount of $239.76 for the full cost of the ** GPad tablet to be sent to Mr. [redacted] which will then be delivered within 14 business days. T-Mobile recommends that Mr. [redacted] send the device via a traceable carrier, requests a tracking number when shipping, and includes his account information in the box to ensure proper credit is given to the correct account. Please note that if the device is not received within thirty (30) days from the date of this letter, Mr. [redacted] will remain responsible for his total equipment installment plan 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. Brandon M[redacted] Executive Response

Revdex.com:T-Mobile said that they would refund me the money I paid for the phone and true to form they did.  I received the prepaid refund mastercard in the mail today.  I am satisfied with the way the company handled the issue.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

April 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 April 8, 2017, regarding the above-referenced account. T-Mobile understands that a higher than usual bill can be frustrating and we regret any concerns to Ms. [redacted] regarding her T-Mobile billing.
Please be advised that the allegations of a missing payment resulting in service suspension and billing calls not associated to her T-Mobile account. Please be assured that we strive 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 when Ms. [redacted] contacted our Customer Care.
On July 3, 2013, Ms. [redacted] activated the above-referenced account and is currently subscribed to T-Mobile ONE Taxes Included rate plan for $180.00 per month with mobile numbers ending in [redacted], 9073, [redacted]. The lines ending in [redacted] and [redacted] are the additional lines on the account and each pay $25.00 per month. The line ending in [redacted] has the JUMP! 2.0 feature for $9.00 per month. The lines ending in [redacted] and [redacted] have the Premium Handset Protection Mobile Security feature for $12.00 per line per month. The lines ending in [redacted] and [redacted] have the JUMP! 2.0 feature for $12.00 per line per month.
Additionally, Ms. [redacted] has three mobile internet lines ending in [redacted] each subscribed to T-Mobile ONE Tablet Mobile Internet Taxes Included rate plan for $75.00 per line per month. Based on the above, Ms. [redacted]’s estimated monthly recurring charge is approximately $512.00 before applicable taxes and fees.
T-Mobile records indicate Ms. [redacted] qualified for and took advantage of multiple Equipment Installment Plans (“EIP”). EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments.
• June 23, 2015, one Beats Powerbeats 2 wireless headset and one LG G4 T21 Evolution Wallet accessory with 24 monthly installments in the amount of $10.20.
• May 10, 2015, one Samsung Galaxy S6 OB Commuter accessory, two LG Tone Pro accessories, two ZTE 4G LTE HotSpots, one Alcatel Fierce two screen protector and one Samsung screen protector with 24 monthly installments of $17.83.
• October 10, 2015, one LG Tone Bluetooth, one Samsung Premium S Wireless Charging Pad, one Samsung Note 5 S-View Clear accessory and one Samsung Note 5 T21 Impact Shield with 24 monthly installments of $12.30.
• November 21, 2015, one iPhone 6 Plus Lifeproof accessory with 24 monthly installments in the amount of $4.17.
• May 28, 2016, one Samsung J7 handset with 24 monthly installments in the amount of $10.00.
• May 28, 2016, one Sony 16GB micro SD card, one Sony 32GB micro SD card, one Samsung Galaxy S7 HD Dry Full Body accessory, one Samsung Fast Charge Wireless Charge Stand, one Samsung Galaxy S7 T21 Evolution Wallet, one Samsung J7 Roll-On Extreme Impact accessory and one Samsung J7 T21 Evolution Tactical accessory with 24 monthly installments in the amount of $11.07.
• May 28, 2016, one Samsung Galaxy S7 32GB handset with 24 monthly installments in the amount of $28.34.
• October 8, 2016, one Samsung Galaxy Note 4 handset with 24 with 24 monthly installments in the amount of $18.75.
• October 13, 2016, one Samsung Note 5 T21 Impact Shield and one Logitech Megaboom with 24 monthly installments in the amount of $12.92.
• March 1, 2017, one Samsung Galaxy Tab E with 24 monthly installments in the amount of $10.00.
T-Mobile records indicate Ms. [redacted] qualified for and took advantage of the below JUMP! On Demand lease program (“JOD”). JOD is a lease program that breaks a phone’s cost down into 18 equal monthly payments with taxes, upon approved credit. Customers only pay taxes on the capital cost reduction payment at the time they receive the device.
• October 10, 2015, one Samsung Galaxy Note 5 32 gigabytes (“GB”) handset with 18 monthly installments in the amount of $29.00 plus applicable taxes.
• November 21, 2015, one iPhone 6S Plus 16GB handset with 18 monthly installments in the amount of $31.00 plus applicable taxes.
• October 13, 2016, one Samsung Galaxy Note 5 32GB with 18 monthly installments in the amount of $30.50 plus applicable taxes.
It is important to mention that Ms. [redacted]’s account is enrolled into several T-Mobile promotions and subject to receive monthly promotional bill credits totaling $185.00 per month. Based on the above, Ms. [redacted] estimated monthly recurring charge is $553.08 which includes her EIP and JOD monthly payments, all promotional bill credits and before any applicable taxes and fees.
Please note that Ms. [redacted]’s account is a bill current account meaning that payment for services rendered is due a week prior to the bill cycle end date. T-Mobile records indicate that Ms. [redacted]’s billing statement dated April 2, 2017, had a balance of $705.59 for monthly recurring charges, features, applicable taxes and fees billed from February 21, 2017 to April 20, 2017, EIP and JOD payments, and a payment convenience fee of $5.00. Please note that on April 5, 2017, a courtesy credit of $100.00 towards the account balance was posted to the account, leaving the account with a remaining balance of $605.59.
Regarding Ms. [redacted]’s concerns of a missing payment, she may submit of her payment receipt to my attention within 15 days of the date of this letter to my attention at Aika.A[redacted]@T-Mobile.com or via facsimile at 505-998-3796. Upon receipt T-Mobile will review this concern further and apprise Ms. [redacted] of our findings. Additionally, we updated Ms. [redacted]’s contact information to prevent collection calls from a separate T-Mobile account going forward.
In an effort to amicably resolve this matter, upon speaking with Ms. [redacted] on April 10, 2017, T-Mobile issued a one-time courtesy credit in the amount of $351.00 towards the charges reflected on her billing statement dated April 2, 2017, leaving the account with a remaining balance of $254.59. We regret any inconvenience to Ms. [redacted] and appreciate her feedback.
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

January 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 January 13, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. We will therefore make every effort to address and resolve Ms. [redacted]’s concerns within this letter. T-Mobile records indicate that on September 4, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! ON Demand (“JOD”) offering with the leasing of four Apple iPhone 6 Plus handsets. JOD is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. In addition, the monthly payment includes the freedom to swap it for a new one anytime. Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve-month period, which begins at the time of the first JUMP! On Demand upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage. If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is initiated. T-Mobile records confirm that on September 15, 2016 Ms. [redacted] once again took advantage of the JOD offering when she upgraded two of her lines of service with the leasing of two Apple iPhone 7 Plus handsets. Records further confirm that on September 28, 2016, Ms. [redacted] completed JOD upgrades for her two remaining lines with the leasing of two more Apple iPhone 7 Plus handsets. In Ms. [redacted]’s letter to your office, she indicated that her trade-in handsets were never received, and that she has continued to be billed for her previous equipment. Indeed, T-Mobile records confirm that only one of the above-referenced trade-in handsets was received, and its associated JOD lease closed. On that basis, it is T-Mobile’s position that Ms. [redacted]’s account has been billed properly. However, in an effort to amicably resolve this matter, T-Mobile has paid off the remaining JOD leases for the prior equipment, thus closing and removing them from Ms. [redacted]’s account. Furthermore, T-Mobile has issued a credit of $620.00 to Ms. [redacted]’s account for the prior monthly payments made for the JOD leases in question, leaving Ms. [redacted]’s account with a revised balance of $86.90. Ms. [redacted]’s account remains active and in good standing. 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. James H[redacted] Executive Response

April 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 21, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] has experienced in regards to our Samsung Galaxy S7 Buy One Get One (“BOGO”) promotion. The promotion was as follows: from March 11, 2016, to March 17, 2016, postpaid customers who bought a Samsung Galaxy S7 or S7 edge could get another S7 or S7 edge of equal or lesser value for free when they activated a new line of service on the same account. Activations and device purchases could occur on different days but both needed to be completed between February 23, 2016, (when Samsung Galaxy S7 and S7 edge pre-orders started) and by end of day March 17, 2016. T-Mobile records indicate on March 2, 2016, a new line was activated on Ms. [redacted]’s account and on March 11, 2016, two new Samsung Galaxy S7 devices were purchased. On March 28, 2016, we received Ms. [redacted]’s rebate submission. It was approved on the same day and stated to please allow up to eight weeks for processing. On April 9, 2016, Ms. [redacted] contacted T-Mobile Customer Care in regards to an error she was receiving on the T-Mobile promotions website and wanted to ensure she was going to receive the Samsung BOGO promotion. A Customer Care supervisor requested an investigation be performed by our promotions team. On April 14, 2016, the same T-Mobile Customer Care supervisor attempted to contact Ms. [redacted] to advise our promotions team confirmed she would be receiving the refund card within two to three weeks. We were able to contact Ms. [redacted] on April 20, 2016, and confirm this with her as well. 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

December 16, 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 December 14, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding T-Mobile’s Carrier Freedom reimbursements. Our records confirm that Ms. [redacted] activated service with T-Mobile on August 23, 2015. As Ms. [redacted] is aware, T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $650.00 per device traded-in at the time of their activation – for up to ten lines of service. To be eligible for this offer, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier detailing the final device charges if on an equipment installment plan, or specific descriptions for the early termination fees assessed to T-Mobile at www.switch2t-mobile.com, within two months of activation. It is important to note that once the submission is received, it can take up to eight-weeks for the reimbursement to be approved and mailed to our customers. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. On December 2, 2015, T-Mobile records confirm that a refund in the amount of $398.12 was sent to Ms. [redacted]. T-Mobile is currently working with Ms. [redacted], in obtaining her final billing statement from her previous carrier. Upon receipt, T-Mobile will contact Ms. [redacted] and apprise her of our review. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:My issue is not only because of a payment my issue is also with the reps providing false information on my account. The date of the incident I'm referring to I called in and spoke to not one not 2 but 3 reps. For the first rep to process my entire payment and tell me my account has been reactivated to hanging up with the rep to not only find my phone still off but now I'm paying an extra 150 dollar out of the sky bc the 1st and second rep could have told me about charges on my account I'm tired of dealing with the same issues just because I asked for an extintion doesn't mean they need to add on extra charges when I have been a loyal customer for over a year and I put my money into this business and it's very unprofessional and frustrating to deal with this with this company this is extremely unacceptable 
Sincerely,
[redacted]

May 11, 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 2, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] encountered regarding the billing on her account. Our records confirm that as of January 25, 2015, Mr. [redacted] is subscribed to the Select Choice North America Family Unlimited Talk, Text, and 50MB’s of Data, promotional rate plan which, for $50.00 per month, provides the first two lines with unlimited talk, text and 50 MBs of data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $5.00 each per month.
T-Mobile records confirm that Ms. [redacted]’s billing statement dated April 25, 2017, carried a total balance due of $563.41 of which $419.34 was past due. Please be advised that Ms. [redacted] was assessed charges for monthly access charges, Equipment Installment Plans, extended payment arrangement, and applicable taxes. Ms. [redacted]’s balance was due in full by May 1, 2017.
A review of the account confirms that Ms. [redacted]’s past due balance that was due on April 17, 2017, was not received on time. T-Mobile provided Ms. [redacted] with a billing notification providing the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] made a payment arrangement on April 3, 2017 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Furthermore, T-Mobile records confirm that Ms. [redacted]’s billing statement dated November 25, 2016, carried a charge of $226.28 for international roaming. Please be advised that on December 14, 2016, Customer Care provided a $100.00 credit for the international roaming charges.
In an effort to amicably resolve this matter and as a gesture of good faith T-Mobile placed a credit in the amount of $65.73 to Ms. [redacted]’s account for restoral fees leaving a balance due of $443.68 by May 17, 2017. 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

September 2, 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 28, 2015, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to our early termination fee reimbursement program.  As stated in our July 1, 2015 response, our records confirm that Ms. [redacted] activated the above referenced account on August 11, 2014.  Regrettably, our records confirm that the documents required for reimbursement were not received.  As such, a reimbursement was not issued to Ms. [redacted].  However, in our July 1, 2015 response, Ms. [redacted] was offered to send her itemized final billing statement from her previous provider to our office no later than July 15, 2015, and upon receipt and review, a refund for the qualifying charges would be sent to her.  Regrettably, the itemized billing statement was not received in our office, and as such, a refund was not provided to Ms. [redacted].  
 
In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has extended the offer to send her itemized billing statement, showing the early termination fees from her previous provider, to our office no later than September 30, 2015.  Ms. [redacted] may send the billing statement, to my attention, via facsimile to[redacted], or via an email to [redacted]@T-Mobile.com.  Upon receipt and review of the documents, a refund will be issued to Ms. [redacted].  T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Chris P[redacted]
Executive Response

August 25, 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 19, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Mr. [redacted] may have experienced with monthly billing, including the assessment of an out of warranty fee. We value Mr. [redacted] longstanding tenure with T-Mobile, and we have taken action to amicably resolve this matter. On receipt of his complaint, T-Mobile reviewed Mr. [redacted] account. Our research found Mr. [redacted] is subscribed to our Simple Choice Talk and Text rate plan which carries a monthly charge of $100.00 for his first two lines of service. Among other features; this rate plan includes unlimited data with up to 7 GB of hotspot data. Mr. [redacted] has two additional lines of service at a monthly rate of $40.00 which includes the same unlimited data with up to 7 GB of hotspot data. Mr. [redacted] also subscribes to T-Mobile’s JUMP! feature on his lines of service ending in [redacted] and [redacted]. Mr. [redacted] may expect his monthly recurring charges to total $200.00 per month plus applicable taxes. Please be advised that Mr. [redacted] Samsung Galaxy S Light device was purchased on November 19, 2014. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. As a convenience to our customers, T-Mobile provides for a Handset Exchange Program, for which T-Mobile will provide a replacement device of the same or equivalent model with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. In the alternative, our customers may contact the device manufacturer directly to discuss repair or replacement of their equipment. T-Mobile records indicate that we performed troubleshooting and processed an exchange at Mr. [redacted] request on June 19, 2015. Upon receipt of the non-working device associated with this exchange, we examined it and it was found to have sustained physical damage to the charging port, which is not covered under the Limited Warranty. Accordingly, Mr. [redacted] account was assessed an out of warranty fee of $108.60 Though we consider this fee to be valid, on August 22, 2015, T-Mobile issued a credit of $108.60 to Mr. [redacted] account for this fee. As a further courtesy, T-Mobile issued an additional credit of $36.96 thereby clearing the remaining past due balance on Mr. [redacted] account. As of the date of this letter, Mr. [redacted] account holds a balance of $301.36 which as previously set forth on the August 18, 2015 billing statement. This balance remains due on September 11, 2015. T-Mobile accepts a number of payment methods. Payments can be made in person at T-Mobile retail stores, over the phone via T-Mobile’s automated system or with a representative, on-line at http://www.t-mobile.com, or by remitting payment with the attached remittance slip included with the monthly billing statement. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response

I am responding to the claim I made against T-mobile.  I was contacted on March 2 and we reached a resolution. On March 5 we completed the credit for the amount owed.