T-Mobile Usa Inc

July 17, 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 July 3, 2017, regarding the above-referenced account.
T-Mobile regrets any 2017 Samsung Galaxy S8 BOGO promotion concerns Mr. [redacted] has experienced. From May 12, 2017, through May 24, 2017, eligible customers who purchased a qualifying Samsung Galaxy S8 or Samsung Galaxy S8 Plus on an Equipment Installment Plan (“EIP”) and activated at least one new line on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data could get a Galaxy S8 for free after a $750.00 rebate.
T-Mobile records indicate that on May 16, 2017, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two Samsung Galaxy S8 Plus handsets. Accordingly, Mr. [redacted] was asked to remit a down payment in the amount of $260.00 and agree to a series of 24-monthly installments in the amount of $60.00. At the time of Mr. [redacted]’s purchase, he was subscribed to the Simple Choice North America Unlimited Talk Text and 10GB of Data rate plan. Please note that this is not a qualifying rate plan for the above-referenced promotion.
Nevertheless, on July 5, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $750.00 toward Mr. [redacted]’s above-referenced EIP. Mr. [redacted] currently has one remaining EIP for a Samsung Galaxy S8 Plus handset with a remaining balance of $570.00. 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

June 20, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account.
We regret any concerns Mr. [redacted] had regarding his recent interaction with our Customer Care specialists. 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 recent contact with our Customer Care department.
Our records confirm on June 6, 2017, Mr. [redacted] contacted our Customer Care department to update a SIM card on his T-Mobile account. Please be advised T-Mobile takes customer security very seriously. As such, T-Mobile requires customers to verify their identity via pin/password, last four digits of the account holders Social Security Number, or by sending a onetime pin to the primary users T-Mobile handset. Due to an inadvertent error, Mr. [redacted] was not provided with the additional options for verifying his account in order to update the SIM card.
In order to amicably resolve Mr. [redacted]’s concerns, T-Mobile has applied a onetime credit in the amount of $276.00, equivalent to one month’s recurring charges. As of June 19, 2017, the account has a credit balance of $257.00.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Christopher P[redacted]
Executive Response

Revdex.com:
T-Mobile Corporate has taken the steps necessary to help resolve this issue. They have been more than courteous in this process and have worked with me to get to a fair resolution. I hope that in the future their general representatives emulate and treat me with the same sense of friendliness, common courteous, integrity, and liability. T-Mobile Corporate Office is a representation of the way I would like to be treated throughout the course of my any service that I pay for. I hope in the future this confidence is what I feel with any general representative dealings and this particular previous incident stands out as an outlier. 
In reference to complaint ID [redacted], I acknowledge that this response is satisfactory to me. Sincerely, [redacted]

March 29, 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 a letter dated March 27, 2016, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his handset return. T-Mobile records indicate that on March 13, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S7 Edge handsets with 32GB of memory, one in Blank Onyx and one in Silver Titanium. At the time of Mr. [redacted]’s purchase, he was required to make a down payment of $59.99 per handset and he agreed to pay $109.20, which is for the taxes on the full retail price of both handsets, for a total of $229.18. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $30.00 per month per handset. Unfortunately, without a United States Postal Service tracking number, T-Mobile is unable to trace the package Mr. [redacted] returned utilizing their services. However, in an effort to amicably resolve the matter, T-Mobile has blocked the International Mobile Equipment Identifiers (“IMEIs”). A phone is blocked by adding its unique serial number or IMEI to a global database and within 24 hours, the devices will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. Additionally, T-Mobile has processed Mr. [redacted]’s handsets as returned within the 14-day return period, closing the EIP, and therefore, issuing a credit of $229.18 to the credit card Mr. [redacted] utilized to make his purchase. Mr. [redacted] may expect receipt of his refund within 30 days from the date of processing. Mr. [redacted] has accepted this as a 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. Diana J[redacted] Executive Response

September 3, 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. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any dissatisfaction Mr. [redacted] may have experienced with his refund or our network availability for his area. There are several factors which can affect our network in a given area, and as such, T-Mobile is unable to guarantee coverage. T-Mobile has verified the address on Mr. [redacted]’s account and based on our coverage map, confirms that his account address is in a satisfactory coverage area with in-home coverage limitations. Our records confirm on August 10, 2015, Mr. [redacted] purchased an Apple iPhone 6 Plus device kit. The order total of $975.23 included the handset charge of $849.99, a $15.00 System Identifying Module (“SIM”) card kit, a $50.00 deposit, $48.25 in applicable taxes and an $11.99 shipping charge. The returned Apple iPhone 6 Plus kit was subsequently received at our Return Center on August 20, 2015. T-Mobile’s process is to initiate a refund via the original payment method within ten business days of receipt of the returned equipment at our designated address. T-Mobile is actively investigating the status of Mr. [redacted]’s refund of $912.58 for the handset, the SIM kit and $47.59 in applicable taxes. T-Mobile will apprise Mr. [redacted] of an updated refund status once received. Further, Mr. [redacted] is welcome to contact me at the number below to inquire as to the status of this refund. In addition, T-Mobile has processed a refund via prepaid refund card in the amount of $62.65. In this matter, we will ensure that Mr. [redacted] is refunded in full for the deposit and shipping costs associated with this transaction. Mr. [redacted] can expect the prepaid refund card to be shipped to his address of record within seven to ten business days. T-Mobile will likewise ensure that Mr. [redacted]’s account is adjusted to reflect a zero balance following the September 2, 2015 billing cycle closure date. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

November 12, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      Mr. [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 8, 2016, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his attempt to cancel and return equipment to T-Mobile. Upon review of this matter, T-Mobile records indicate that Mr. [redacted] participated in T-Mobile’s JUMP! On Demand program on September 25, 2016 with the purchase of an Apple iPhone 7 32GB handset and Sim Starter Kit.  JUMP! On Demand 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.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
 
Please be advised that Mr. [redacted] remitted a payment in the amount of $21.45 for the SIM Starter Kit plus applicable taxes and agreed to a series of 18 payments in the amount of $27.00 plus applicable taxes.
 
T-Mobile records confirm Mr. [redacted]’ request for the cancelation of the order on October 3, 2016, however, the order was unable to be canceled due to the processing timeframe and Mr. [redacted] was advised to return the package once it was received.
 
Upon further research, records indicate the returned package was delivered to T-Mobile on October 13, 2016. Regretfully, T-Mobile has no record of the Apple iPhone 7 32GB handset being scanned into our warehouse for return.
 
As a courtesy, and in an effort to amicably resolve this matter, T-Mobile has removed the Apple iPhone 7 32GB handset from Mr. [redacted]’ account. Additionally, on November 11, 2016, T-Mobile applied credits to Mr. [redacted]’ account totaling $50.41 for the SIM Starter Kit and one month of the Apple iPhone 7 32GB handset charge plus applicable taxes bringing Mr. [redacted]’ balance to $245.85 for monthly service charges from October 29, 2016 through November 28, 2016 and equipment installment plan charges plus applicable taxes. Mr. [redacted] has accepted this as 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.
 
Christopher R[redacted]
Executive Response

March 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated February 28, 2017, regarding the above-referenced account. Please be advised that T-Mobile made several attempts to contact Ms. [redacted], which have proven unsuccessful as such, we will make every effort to address her concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] has regarding out $100.00 Off Select Devices With an Add A Line promotion. Please be advised that from January 11, 2017, through February 27, 2017, T-Mobile offered a $100.00 Off Select Devices With an Add A Line where customers can get $100 off the purchase of select equipment when adding a new line to their account.
As with any promotional offer, there are sometimes limitations that may disqualify a customer from obtaining certain promotions that T-Mobile may offer. It is important to note that T-Mobile reserves the right to change promotions at any time. As such, the $100.00 Off Select Devices With an Add A Line did have an expiration date of February 27, 2017. Regretfully T-Mobile has no records of Mr. [redacted] purchasing a handset or activating a new line of service during the promotional time frame. T-Mobile does apologize about any confusion.
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 retail location.
In an effort to amicably resolve Ms. [redacted]’s concerns, on March 4, 2017, T-Mobile applied a $100.00 credit to Ms. [redacted]’s account to honor the discount and an order was placed for a Samsung galaxy On5 handset. Please note that T-Mobile records reflect that Ms. [redacted] activated a new line of service on March 5, 2017. Furthermore, on March 13, 2017, T-Mobile applied a courtesy credit in the amount of $109.78 bringing Ms. [redacted]’s account to a zero balance. 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.
Juan B[redacted]
Executive Response

February 10, 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 February 2, 2016 regarding the above-referenced account. T-Mobile regrets that Mr. [redacted]’s final billing statement was not what he expected. T-Mobile records confirm that Mr. [redacted] contacted T-Mobile on August 21, 2015, to cancel his T-Mobile account which was scheduled to cancel on September 6, 2015 at the end of Mr. [redacted]’s billing cycle. Mr. [redacted]’s final billing statement reflected a $20.00 charge for the monthly recurring charge for the August 7, 2015, to September 6, 2015 billing statement. T-Mobile confirms that Mr. [redacted]’s T-Mobile account was enrolled in EasyPay on July 19, 2014. EasyPay 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 EasyPay. T-Mobile records indicate that on August 17, 2015, EasyPay was removed via our T-Mobile.com website five days prior to Mr. [redacted] contacting T-Mobile to cancel his account. As the EasyPay was cancelled, the final billing statement dated September 7, 2015, would not have been paid via the EasyPay option. Please be advised that Mr. [redacted]’s account has not been transferred to a third-party collection agency at this time, rather to T-Mobile’s in-house collections. T-Mobile records indicate that Mr. [redacted] made a payment on February 1, 2016, which brought the account to a zero balance. T-Mobile spoke with Mr. [redacted] on February 5, 2016, and confirmed with him that his account had not been transferred to a third-party collection agency. 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. Luv V[redacted] Executive Response

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

September 14, 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 a letter dated September 1, 2017, from [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.  T-Mobile is pleased to note that we have resolved Ms. [redacted]’s concern to her satisfaction.   T-Mobile regrets any concern Ms. [redacted] had regarding the information previously provided to her from our Executive Response Team as well as any extended period of time between communications.  Please be assured that T-Mobile attempts to provide world-class service to all of our customers on each and every contact.  In addition, 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]’s recent correspondence with our Executive Response Team.    In regards to Ms. [redacted]’s concerns with the process in which T-Mobile recommends our customers sign our electronic signature agreements for Equipment Installment Plans (“EIP”), it is recommended that customers utilize a screen over seven inches to allow for a complete understanding of the terms and conditions of any agreements made while financing equipment.  Additionally, because of the digital path T-Mobile uses to send these agreements in a secure fashion, the DocuSign mobile app is not utilized.  Regrettably, the mobile versions of these EIP agreements do not allow our customers the option to sign; however, if it is necessary to sign via mobile device, customers do have the option of selecting the desktop version from their mobile device’s web browser in order to allow for the electronic signature to be completed.    Upon speaking with Ms. [redacted], T-Mobile has advised of the above information and in an effort to amicably resolve Ms. [redacted] ‘s service issues, has offered to send an Apple iPhone 7 handset and a LG Stylo 3 Plus handset to Ms. [redacted] at no cost to her or Mr. [redacted]’s account.  This offer was accepted as a resolution to Ms. [redacted]’s concerns.  T-Mobile regrets any inconvenience these matters may have caused Ms. [redacted] or her family.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Juan C[redacted] Executive Response

August 23, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 16, 2016, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Mr. [redacted] satisfaction. T-Mobile is thrilled that Mr. [redacted] has joined the T-Mobile Family and we regret any concerns that Mr. [redacted] experienced when porting his mobile numbers to T-Mobile. Our records confirm that on August 10, 2016, Mr. [redacted] ported in two of his mobile numbers to T-Mobile, and then on August 13, 2016, Mr. [redacted] ported a third number in to T-Mobile. Regrettably, the third port-in resulted in the brief cancellation of one of Mr. [redacted] previously ported mobile numbers. Upon speaking with Mr. [redacted] regarding this matter, he confirmed that as of August 15, 2016, his mobile numbers were properly ported to T-Mobile, and all three numbers were now working properly on the T-Mobile network. However, Mr. [redacted] confirmed that he remained concerned about his billing. A look at Mr. [redacted] account confirms that he is subscribed to our Family Match 10GB for 2 rate plan. Please note that this plan includes two lines of service with unlimited talk, text and 10GB of high-speed data per line, for $120.00 per month. Please note that additional lines of service are charged at a rate of $30.00 per line. As Mr. [redacted] has three lines of service, his monthly total is expected to total $150.00 per month, not including any taxes and fees. Upon discussing this matter with the third-party retail location where Mr. [redacted] activated his service, T-Mobile confirmed that Mr. [redacted] was provided with misinformation regarding the cost of his rate plan. Regrettably, Mr. [redacted] was provided with the details of a now-grandfathered promotional rate plan, our 4 for $120.00 10GB rate plan, which included two lines of service with unlimited talk, text and 10GB of high-speed data per line, for $120.00 per month, with each additional line being $20.00 per line per month. We regret any misinformation regarding T-Mobile’s current rate plan offerings, and have agreed to allow Mr. [redacted] access to the grandfathered 4 for $120.00 10GB rate plan. Please note that T-Mobile has changed Mr. [redacted] plan, to be effective at the beginning of his next billing cycle, on September 11, 2016. Mr. [redacted] opted to keep the three lines that has right now, although he is aware that he now has the ability to add a fourth line of service at no additional cost. Mr. [redacted] expected monthly recurring charges are $120.00 per month, not including any taxes and fees. In addition, as a courtesy to Mr. [redacted], T-Mobile entered a credit in the amount of $163.56 to Mr. [redacted] account, bringing the account to a revised zero balance. Please note that after an extensive review of our rate plan offerings listed online at T-Mobile.com, T-Mobile was unable to identify any inaccurate information. Mr. [redacted] accepted this offer as resolution in full 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. Kayla J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I have not received the refund back on my credit card and it has been 6 days. Realize T mobile had promised me prior that I would receive the refund and I did not receive it. Called them back and that is why I went to the Revdex.com. They had no record that manager Morgan had said that they would refund me back the money. So here it is again and I have not received back the 53.00 dollars as of yet. I would except the response if I received the refund. 
Sincerely,
[redacted]

August 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 2, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her rate plan and the functionalities of her recently purchased iPhone SE handset. Our records confirm that on December 9, 2014, Ms. [redacted] elected to change her rate plan and subscribed to T-Mobile’s grandfathered Select Choice Family Unlimited Talk, Text and 50MB of Data rate plan for $50.00 per month with the above listed mobile numbers. Most recently, on June 12, 2016, Ms. [redacted] again elected to change her rate plan and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and Data for two lines rate plan for $80.00 per month with the mobile numbers ending in [redacted] and [redacted]. Additionally, the mobile number ending in [redacted] has the JUMP! 2.0 feature for $12.00 per month. Our records indicate that on June 12, 2016, Ms. [redacted] purchased an iPhone SE handset for $399.99 plus applicable taxes. Please be advised that for Ms. [redacted] to enjoy all the functionalities of the iPhone SE handset, we encourage a data rate plan be obtained under her service. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on August 3, 2016, T-Mobile issued a onetime courtesy credit of $30.00 for the rate plan price difference to the account, leaving the account with a credit balance of $30.00. Also, we agreed to subscribe Ms. [redacted]’s to the grandfathered Select Choice Family Unlimited Talk, Text and 50MB of Data rate plan for $50.00 per month. Please note that the rate plan change will take effect on August 8, 2016. 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

August 17, 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 August 12, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We regret Mr. [redacted]’s concerns with our retail location and tablet promotion. From June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers could receive an Alcatel One Touch POP 7 LTE tablet via our Father’s Day Tablet On Us promotional offering when signing up for a 1 GB or higher Mobile Internet (“MI”) plan and purchasing the tablet on an Equipment Installment Plan (“EIP”). Once purchased, customers were requested to submit for a rebate of the purchase price on the website t-mobile.com/promotions within 30 days of the upgrade. T-Mobile records confirm that on June 25, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch POP 7 LTE tablet. Mr. [redacted] purchased this tablet, along with activating the MI line ending in [redacted], to take advantage of the above-mentioned promotion. Please be advised Mr. [redacted] met each of the tablet requirements; however, records confirm the online submission for the rebate was unfortunately not completed. In an effort to amicably resolve Mr. [redacted]’s concerns however, T-Mobile offered to waive and credit the remaining EIP balance for the POP 7 tablet equaling $119.15. Furthermore, T-Mobile placed credits totaling $10.84 for the previously paid EIP installment charges. This credit brings Ms. [redacted]’s account to a credit balance of $5.42. T-Mobile regrets any inconvenience to Mr. [redacted]. 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. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

June 15, 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 June 3, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets to hear of Ms. [redacted]’s dissatisfaction with her LG Nexus 5 handset. T-Mobile records indicate that on March 9, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the LG Nexus 5 black handset. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $16.50. It is important to note that at the time of Ms. [redacted]’s purchase of the LG Nexus 5 handset T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Additionally, by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on May 27, 2015, and June 24, 2015. T-Mobile records indicate that on June 26, 2015, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Alcatel One Touch Pop 7 tablet device. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $7.00. T-Mobile records confirm that at the time of Ms. [redacted]’s purchase, T-Mobile was offering a promotion in which customer may purchase the Alcatel One Touch Pop 7 device utilizing T-Mobile’s EIP offering, activate a mobile internet line of service with a minimum rate plan of 1GB, and T-Mobile would apply a $7.00 promotional credit to Ms. [redacted]’s billing statement, reducing the cost of the device to zero. However, per the terms and conditions of the offer, Ms. [redacted] was required to maintain an active mobile internet line of service. Should Ms. [redacted] cancel the mobile internet line of service, the credit would not continue to apply to Ms. [redacted]’s account. Additionally, if Ms. [redacted]’s account became cancelled, the remaining device balance would be accelerated to the final billing statement and would be considered valid and owed. T-Mobile records confirm that on February 3, 2016, Ms. [redacted]’s voice lines of service with the mobile numbers ending in 8830 and 9204 were cancelled when they were ported to another service provider. Ms. [redacted]’s mobile internet line with the mobile number ending in 6917 remained active and continued to receive the $7.00 promotional credit until April 7, 2016, when Ms. [redacted] requested the cancellation of the line. Therefore, as per the terms and conditions of the offer, Ms. [redacted]’s remaining EIP balance on the Alcatel One Touch Pop 7 device, in the amount of $91.00 was accelerated to the final billing statement, dated May 10, 2016. In an effort to amicably resolve the matter, on June 10, 2016, T-Mobile applied a courtesy credit of $91.00 to Ms. [redacted]’s account, reducing the account to a zero balance. Ms. [redacted]’s account remains cancelled with a zero balance. Ms. [redacted] has accepted this as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

October 4, 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 28, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to Ms. [redacted]’s concerns. T-Mobile records reflect that on August 6, 2016, an LTE Signal Booster was ordered for Ms. [redacted]’s in-home use in an effort to enhance her coverage experience. It should be noted that at that time a return was generated for Ms. [redacted]’s previous Coverage Solutions Device. It should be noted that on September 7, 2016, a Coverage Solutions Device non-return fee was assessed on Ms. [redacted]’s account totaling $309.23. Please be advised that Ms. [redacted] was assessed $289.00 as the non-return fee and $20.23 in applicable taxes. T-Mobile records confirm that Ms. [redacted]’s billing statement dated September 18, 2016, carried a total balance due of $693.88. Please be advised that $509.43 was considered past due, and included her non-return fee. Ms. [redacted] was assessed $184.45 in current statement charges for monthly access and applicable taxes and fees for service between August 19, 2016, and September 18, 2016. Ms. [redacted]’s past due amount was immediately due, and her current statement charges was due in full by October 11, 2016. Upon reviewing Ms. [redacted]’s return of her Coverage Solutions device, our records do not indicate that the serial number of the device has been scanned as received by our warehouse. However, in an effort to resolve this matter, on September 30, 2016, T-Mobile absolved Ms. [redacted] of the assessed non-return fee. Additionally, T-Mobile absolved Ms. [redacted] of her current statement charges. Please be advised that Ms. [redacted]’s account remains active with a zero balance. It should also be noted that T-Mobile is not a credit reporting entity. As such, Ms. [redacted]’s credit report will not be affected by the Coverage Solutions Device non-return fee. 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. 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. Jason A[redacted] Executive Response

August 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 22, 2017, regarding the above-referenced file number. We are pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] experienced regarding our Mobile Device Unlock polices. T-Mobile policy indicates that under specific conditions T-Mobile may be able to provide an unlock code for select handsets. Please note that as Mr. [redacted] purchased his equipment form a third party vendor and not T-Mobile his unlock request did not meet our eligibility requirements.
T-Mobile contacted Mr. [redacted] on July 25, 2017, and in an effort to amicably resolve this matter T-Mobile has approved his device for unlock as a one-time exception to T-Mobile policy. T-Mobile advised Mr. [redacted] that in the future he would need to meet all eligibility requirements to receive any future Mobile Device Unlocks. Pursuant to the subsequent phone conversation Mr. [redacted] advised this matter has been resolved.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

Complaint: [redacted]I brought the old device to official T mobile store and paid them to verify the condition and help me turn off the Find My iPhone function and erase the phone. We actually did turn it off. The local representative also took note about the condition of the phone.However, there were various reasons came up: wrong model, wrong color etc but I was able to verify. And now, the problem of "Find my iPhone" came up after all of those. The iPhone was already shipped away, only T mobile agents can access it. Unfortunately, one of the agents told me they couldn't verify Each T mobile agent and representative has different way to handle customer. I think one of the T mobile agents have been trying to give me a hard time. It has been a few times that the problem was solved, credit was about to be given and then it came up again. But unfortunately, T mobile doesn't know which agent has been trying to keep reversing the same problem with various reasons However, some T mobile representatives and agents are really good and helpful.Finally, thank you Maggie and Revdex.com for solving the problem. I really hope this problem is finally solved Thank you so much for time 
Sincerely,
[redacted]

May 3, 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 24, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have regrettably proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the above-referenced account. Our records confirm that the account was activated on June 21, 2016, with two lines of service. The account was subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $100.00 plus tax for the two lines of service. The first billing statement was dated June 23, 2016, and was in the amount of $117.42 for monthly access charges and applicable taxes. The July 23, 2017 billing statement was in the amount of $117.48 for monthly access charges and applicable taxes, bringing the balance owed to $234.90. Due to the past-due balance, on July 24, 2016, T-Mobile suspended the account’s ability to place outbound calls.
The billing statement dated August 23, 2016 was in the amount of $117.29, which brought the balance owed to $352.19. As the account continued to reflect a past-due balance, the account services were fully suspended on August 24, 2016. The September 23, 2016 billing statement reflected a credit balance of $95.14, to prorate the monthly access charges due to the service interruption, reducing the balance owed to $257.05. As the account continued to reflect an outstanding balance, on September 23, 2016, T-Mobile cancelled the account due to nonpayment. The final billing statement was dated October 23, 2016, and was in the amount of $3.51 for a late payment fee, bringing the balance owed to $260.56.
As the account balance remained outstanding, on November 25, 2016, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. Our records confirm that on December 15, 2016, Mr. [redacted] contacted Customer Care regarding the account, and indicated that the account was activated without his authorization. Mr. [redacted] was requested to complete a dispute form and return it to our Fraud team. Due to an inadvertent clerical error, however, the dispute form was sent to an incorrect address.
However, our records confirm that Mr. [redacted] provided a completed dispute form to our Fraud team as of March 22, 2017. Upon receipt of this document, our Fraud team investigated Mr. [redacted]’s concerns. Our records confirm that the account was opened on June 21, 2016, due to an inadvertent error when Mr. [redacted] inquired about activating T-Mobile service. As such, on April 10, 2016, T-Mobile issued a credit to the account in the amount of $260.56. As such, the account remains closed with a zero balance. Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience Mr. [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.
Chris P[redacted]
Executive Response

April 11, 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 March 29, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.

T-Mobile regrets any concerns to Ms. [redacted] with regards to being charged for a Signal Booster device. Our records indicate that on December 25, 2015, T-Mobile issued Ms. [redacted] a 4G LTE Signal Booster due to coverage issues she was having. T-Mobile regrets any concerns with regards to her not receiving this device; however, our records do not confirm that it was returned to T-Mobile. It is important to note that if a customer cancels their T-Mobile account while in possession of a Signal Booster device, they are automatically shipped a return label to their billing address on file to return the device and avoid being charge a non-return fee.
Our records indicate that on January 10, 2016, Mr. [redacted] transferred his mobile number to another carrier and as such, his T-Mobile account was cancelled. Please note that as our records did not confirm that the 4G LTE Signal Booster was returned to T-Mobile, a non-return fee in the amount of $312.13 was charged to Mr. [redacted]’s final billing statement which was issued on March 3, 2016.
As a payment was not remitted for the outstanding balance, on May 1, 2016, Mr. [redacted]’s T-Mobile account was referred to an outside collection agency for their collection efforts.
On March 30, 2017, in an effort to amicably resolve this matter, T-Mobile issued a bill credit in the amount of $312.13 which left Mr. [redacted]’s T-Mobile account with a zero balance. Please note that T-Mobile has also requested to have Mr. [redacted]’s T-Mobile account removed from his credit and it may take up to 90 days for this change to be reflected on his credit report. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Cesar R[redacted]
Executive Response