T-Mobile Usa Inc

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his refund concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records confirm that on January 29, 2017, Mr. [redacted] cancelled his account when he ported his services to an alternate service provider. Upon review of Mr. [redacted]’s account, our records reflect that he was previously provided an in-home coverage solution device in an effort to enhance his coverage experience.
Please be advised that coverage solutions devices are provided to impacted customers such as Mr. [redacted] free of charge while their accounts remain active. Upon cancellation, the coverage solution device must be returned in good working condition in order to not be assessed a non-return fee.
T-Mobile records reflect that on February 28, 2017 a coverage solution non-return fee in the amount of $347.75 was assessed on Mr. [redacted]’s account and was later paid by Mr. [redacted] on March 20, 2017, then rendering a zero balance.
T-Mobile records reflect that on April 14, 2017, Mr. [redacted]’s account received a $347.75 credit for the return of his coverage solutions device. Please note that this adjustment rendered a credit balance of $347.75.
T-Mobile records reflect that on April 24, 2017, a credit balance refund of $347.75 was requested on Mr. [redacted]’s account. It should be noted that this refund was not coded as a payment refund, however was aimed to refund his credit balance. In situations like Mr, [redacted]’s, upon processing, the refund was approved via a prepaid debit card.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
Upon further review of Mr. [redacted]’s account, our records reflect that on May 4, 2017, T-Mobile processed Mr. [redacted]’s prepaid debit card refund and updated his account balance to reflect a zero balance. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding the nature in which his refund was provided. Please be advised that Mr. [redacted]’s account remains closed with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jason A[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]

Good afternoon,
This email is to notify you that the issue has been resolved with T-mobile thanks to Mr. Alex A[redacted]. He has been really nice and comprehensive regarding this matter. He has resolved and make up for any inconvenience and actually gone above and beyond to be able to...

assist me. At this point I will like for this complaint to be closed as I have no other issues and Mr. A[redacted] has been able to assist in a short time and no extra steps are needed.
I want to state that thanks to Mr. A[redacted] I will let all this behind and start fresh with T-Mobile as my carrier, and that I haven't had any more issues with T-Mobiles services.
Thanks,[redacted]

April 25, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 15, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his Samsung devices. 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 representatives.
On May 8, 2016, Mr. [redacted] purchased a Samsung Galaxy S7 Edge device and a Samsung Tab A tablet on our Equipment Installment Plan (“EIP”). T-Mobile offers our Handset Exchange program for customers who have completed all necessary troubleshooting steps and still require a device exchange. When a replacement device is sent to a customer, customers are advised that the replacement device will be in ''like new'' condition, and that the device may be new or refurbished. T-Mobile records indicate that starting on September 8, 2016, three exchanges have been processed for Mr. [redacted]’s Samsung Tab A tablet. On January 12, 2017, a handset exchange was processed for Mr. [redacted]’s Samsung Galaxy S7 Edge device.
Upon speaking with Mr. [redacted] on April 18, 2017, T-Mobile advised our exchange program will send a refurbished device, and in order for Mr. [redacted] to receive a new replacement device, a new device purchase must be completed. However, in an effort to amicably resolve this matter, T-Mobile ended the remaining balance for the Samsung Galaxy S7 Edge device and Mr. [redacted] will no longer be billed the monthly equipment charges.
Additionally, T-Mobile sent Mr. [redacted] a new Samsung Tab E tablet as the Samsung Tab A tablet is no longer available. Mr. [redacted] will return the Samsung Tab A device to the address provided to him as agreed. Finally, T-Mobile issued an adjustment in the amount of $70.00 for the inconvenience. This credit impacted the account leaving a credit balance in the amount of $70.00 which will apply to future billing statements. 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.
Jennifer G[redacted]
Executive Response

June 28, 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 13, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have had surrounding the 2016 iPhone Trade Up promotion and appreciate the opportunity to respond to his concerns. Between September 9, 2016, through September 25, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $250.00. If a customer chose the iPhone 7 128 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone” (”FMiP’), feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24 month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
T-Mobile records indicate on September 16, 2016, Mr. [redacted] elected to participate in the 2016 iPhone Trade-Up promotion. Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two iPhone 7 plus 128 GB handset in silver. It is important to note that should a customer terminate their service prior to the end of the 24 monthly installments, the full remaining balance will be due on the final billing statement. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $249.98 and agreed to a series of 24 monthly installments in the amount of $57.09 for the two devices.
Upon review of the account, Mr. [redacted] traded in two iPhones which were received on November 4, 2016. Please note that the device traded in for the line ending in [redacted] had the FMiP still active, as such, this made the device ineligible for the promotion. Additionally, the device trade-in for the line ending in 2355 was received and the promotion was successfully added to the account.
Additionally, T-Mobile records indicate on October 14, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of one iPhone 7 plus 32 GB handset in silver and one iPhone 7 32 GB handset in silver. Mr. [redacted] was not asked to make a down payment and agreed to a series of 24 monthly installments in the amount of $59.18 for the two devices.
Upon review of the account, T-Mobile was unable to confirm the return of the two trade-in devices for the lines ending in [redacted] and [redacted]; as such, this made the devices ineligible for the promotion.
In order to resolve the matter amicably, T-Mobile absolved Mr. [redacted]’s of the remaining balance on three of the iPhone 7 EIP agreements, and applied a one-time credit for the previously billed eight months of EIP payments made, in the amount of $683.44 resulting in an updated account credit balance of $683.44. Please note that the credit balance will be applied towards Mr. [redacted]’s next billing statements until utilized.
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 and Customer Care. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ###-###-####-[redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted] Executive Response

January 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 December 31, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his JUMP! On Demand upgrade. T-Mobile records indicate on September 14, 2016, Mr. [redacted] completed a JUMP! On Demand upgrade and leased an Apple iPhone 7 Plus. As such, Mr. [redacted] was required to return his original leased device, an Apple iPhone 6s Plus. T-Mobile records indicate on October 13, 2016, Mr. [redacted]’s Apple iPhone 6s Plus was scanned into our Assurant return center. However, due to an inadvertent error, Mr. [redacted]’s returned Apple iPhone 6s Plus was not immediately removed from his account. We regret any inconvenience this delay may have caused Mr. [redacted]. In an effort to amicably resolve this matter, T-Mobile has closed Mr. [redacted]’s JUMP! On Demand lease for the Apple iPhone 6s Plus. Furthermore, T-Mobile has applied a credit in the amount of $77.52 which represents the two bill statements Mr. [redacted] was assessed the monthly lease fee for his returned Apple iPhone 6s Plus. Mr. [redacted] has a credit balance of $77.52 which will be applied to his next bill due on January 22, 2017. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

April 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 March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that Mr. [redacted] is subscribed to our Premium Handset Protection (PHP) for $12.00 per month. PHP is a device protection program provided by T-Mobile on behalf of Assurant Solutions. PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions.
On October 23, 2016, Mr. [redacted] filed an insurance claim for his handset. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment to avoid being charged a non-return fee. Our records do not indicate that the handset was returned to Assurant; and as such, Mr. [redacted] was charged a $503.99 non-return fee for the handset.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 25, 2017, T-Mobile applied a credit of $503.99 to Mr. [redacted]’s account for the non-return fee leaving his account with a balance of $127.31. 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.
Chris L[redacted] Executive Response

October 26, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 21, 2015, regarding the above-referenced account. Please be advised that upon verification, Ms. [redacted] is an authorized user under the [redacted] account. T-Mobile regrets any concerns to Ms. [redacted] regarding her handset return. T-Mobile records confirm that on September 8, 2015, T-Mobile sent Ms. [redacted] instructions on returning her handset to ECR office. As previously stated in our correspondence, dated September 3, 2015, T-Mobile offered Ms. [redacted] to return her Samsung Galaxy Light in exchange for a credit of the remaining Equipment Installment balance and final prorated monthly access charges. T-Mobile had not received notice that the handset was received. Upon further research, T-Mobile located the Samsung Galaxy Light Brown delivered on September 25, 2015. On October 26, 2015, T-Mobile applied a courtesy credit of $352.97 to the above-referenced account bringing the account to a zero balance and remains canceled. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to Ms. [redacted] account. Please note it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

December 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 9, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. T-Mobile records confirm that on August 15, 2015, Mr. [redacted] entered into a JUMP! On Demand (“JOD") lease for a Samsung Galaxy S6 handset wherein he agreed to make 18 monthly lease payments in the amount of $24.17 plus tax. At the end of the 18-month leasing period Mr. [redacted] was expected to either return the device, or to pay the purchase price option in order to fully own the device. It is important to note that JOD leases are not able to be transferred from one account to another. This is because unless the account holder exercises the purchase option; ultimate ownership interest in the equipment resides with T-Mobile, not with the account holder. A Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. T-Mobile investigated this matter and found that the COR for Mr. [redacted]’s mobile number ending in [redacted] was processed on October 24, 2016. As of that date, Mr. [redacted] was no longer financially responsible for any monthly recurring service charges associated with the mobile number ending in [redacted]. However, in keeping with the guidelines of the JOD lease program, monthly installments for the above-referenced JOD lease continued to appear on Mr. [redacted]’s monthly billing statement. It is T-Mobile’s position that Mr. [redacted]’s continuing financial responsibility for this lease was handled appropriately. Nevertheless, on December 13, 2016, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], T-Mobile agreed to close the remaining balance of Mr. [redacted]’s JOD lease and purchase price option for the mobile number ending in [redacted]. Additionally, at that time T-Mobile applied a credit in the amount of $51.72 toward Mr. [redacted]’s account for the JOD lease charges from the billing statements dated October 27, 2016, and November 27, 2016. This credit returns Mr. [redacted]’s account balance to $171.89 as valid and owed. With these actions, Mr. [redacted] confirmed the matter is resolved to his satisfaction and that he has no further concerns. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 4, 2017, regarding the above-referenced account. We are pleased to report that Mr. [redacted]’ concerns have been addressed.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his billing concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records reflect that on January 19, 2010, Mr. [redacted]’ account participated in a promotional rate plan change, which provided him with a reduced monthly recurring service cost in exchange for a 24-month service agreement. It should be noted that per the terms of the service agreement, Mr. [redacted] was advised that should service be cancelled prior to the 24-month term, an Early Termination Fee (“ETF”) of up to $200.00 plus applicable taxes may be assessed.
In Mr. [redacted]’ letter to your office, he indicates that he was unable to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted]’ has experienced. Unfortunately, T-Mobile has been and is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. [redacted]’ billing statement dated January 24, 2011, carried a total balance due of $123.06. Please be advised that $61.44 was considered past due and was for service prior to February 24, 2011. Mr. [redacted] was assessed $61.62 in current statement charges for monthly access, and applicable taxes and fees for service from February 24, 2011, through March 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by February 20, 2011. Our records reflect that on January 28, 2011, Mr. [redacted] remitted a $53.44 payment.
T-Mobile records confirm that Mr. [redacted]’ billing statement dated February 24, 2011, carried a total balance due of $123.24. Please be advised that after credits and payment received, $62.09 was considered past due. Mr. [redacted] was assessed $61.15 in current statement charges for monthly access and applicable taxes and fees for service from March 24, 2011, through April 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by March 20, 2011.
T-Mobile records confirm that on February 24, 2011, Mr. [redacted]’ account was suspended due to his payment delinquency.
Please be advised that Mr. [redacted]’ services were restored on February 26, 2011, as our records reflect that he remitted a $57.61 payment.
T-Mobile records confirm that Mr. [redacted]’ billing statement dated March 24, 2011, carried a total balance due of $123.46. Please be advised that after credits and payment received, $61.86 was considered past due. Mr. [redacted] was assessed $61.60 in current statement charges for monthly access, and applicable taxes and fees for service from April 24, 2011, through May 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by April 20, 2011.
T-Mobile records confirm that on March 24, 2011, Mr. [redacted]’ account was suspended due to his payment delinquency.
Please be advised that Mr. [redacted]’ services were restored on March 29, 2011, as our records reflect that he remitted a $51.58 payment.
T-Mobile records confirm that Mr. [redacted] billing statement dated April 24, 2011, carried a total balance due of $123.65. After credits and payment received, $62.46 was considered past due. Mr. [redacted] was assessed $61.19 in current statement charges for monthly access, and applicable taxes and fees for service from May 24, 2011, through June 23, 2011. Please note that Mr. [redacted]’ past due amount was immediately due, and his current statement charges were due in full by May 20, 2011.
T-Mobile records confirm that on April 24, 2011, Mr. [redacted]’ account was suspended due to his payment delinquency.
As payment was not received to satisfy Mr. [redacted]’ past due or current statement charges, on June 8, 2011, Mr. [redacted]’ account was cancelled due to his payment delinquency. As the terms of Mr. [redacted]’ service agreement had not been met, an ETF was assessed and scheduled to impact his final billing statement. Under T-Mobile policy, early termination fees will be prorated based on the following criteria: More than 180 days remaining on contract: $200.00; 91-180 days remaining on contract: $100.00; and less than 91 days remaining on contract: $50.00. If the account is cancelled within the last 30 days of the contract, the early termination fee is $50.00 or the amount of the customer's recurring charges, whichever is less.
T-Mobile records confirm that Mr. [redacted]’ final billing statement dated June 24, 2011, carried a total balance due of $54.10. Please note that Mr. [redacted]’ account received $115.79 in credits as his account was previously suspended. Mr. [redacted]’ was assessed charges for fees and applicable ETF, and taxes for service leading to cancellation. Please note that Mr. [redacted]’ statement balance was due in full by July 20, 2011.
After Mr. [redacted]’ account was cancelled, T-Mobile’s Financial Care Department attempted to contact him in an effort to resolve his outstanding balance. As T-Mobile’s internal collection efforts were unsuccessful, on September 15, 2011, Mr. [redacted]’ account was referred to a third-party collection agency, Plaza Recovery, Inc., for further collection efforts.
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.
It should be noted that Mr. [redacted]’ account was referred to numerous third-party collection agencies. As of most recent, on January 22, 2014, Mr. [redacted]’ account was referred to Enhanced Resource Centers, for further collection efforts.
T-Mobile records further reflect that on March 29, 2017, Mr. [redacted] remitted a $54.10 payment to T-Mobile while visiting a Retail Location. As this payment satisfied Mr. [redacted]’ outstanding balance, his account was removed from third-party collections. Additionally, any outstanding remarks reported to the credit bureaus pertaining to Mr. William’s debt will be updated to a Resolved Paid In Full status within the next 90 days. Based on the above, it is T-Mobile’s position that Mr. [redacted]’ previous outstanding balance was valid and owed, and as such, T-Mobile respectfully declines to provide Mr. [redacted] with his requested refund. Please note that Mr. [redacted]’ account remains in a closed status with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jason A[redacted] Executive Response

Hi, 
I filed a complaint towards T-mobile : Complaint #[redacted]
It seems that they waived the fee as for now, just want to make sure they will not charge in the next months.
Thanks!

Revdex.com:I did send an update to this complaint, yesterday 8-17-16, right after I got done speaking with Ms. Guadalupe C[redacted] from T-Mobile. In that response, I indicated that I was rendered speechless by the extraordinary customer service I experienced by Lupe'. Please do not misunderstand my verbiage with regard to the outcome of this unfortunate situation...it is NOT because Lupe' went the extra mile & provided me with a phone...it is because of HER incredible customer service skills - her ability to empathize - her attitude and how she treats customers. I am a customer service manager for a large company and it takes A LOT to impress me, as far as customer service skills are concerned. I can safely say that T-Mobile is lucky to have someone of Ms. C[redacted]'s caliber, representing them.
Complaint closed and I am a T-Mobile customer FOR LIFE...!!
Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, referencing my options to purchase another phone was not part of our conversation. It should also be stated T mobile allows you to make payments on your equipment online by selection specifically.  Per our conversation, they are trying to correct this issue, their system has been broken for a while. They attempt to keep the customer inconvenient by telling them to go to a retail store to make payments on their equipment. 
Their security for verification purpose is overwhelming. They still cannot provide a suitable answer why the automatic system ask for you last four digits of your social security and phone number, after which each representative does the same thing after being transferred. In addition, the representative doesn't pass on what has been discuss or verify who you are to their co-work. Their customer service skills are lacking. 
I resolved my own wifi calling issue because they never returned my call or submitted a ticket as stated in my conversation.
Sincerely, [redacted]

September 10, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 2, 2015, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has designated [redacted] as an authorized user of the account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.
 
T-Mobile understands the importance of having a working handset and we regret any concerns that Ms. [redacted] has experienced with her handset.  We further regret any inconvenience Ms. [redacted] encountered when discussing her handset issues with our Sales representatives.  We make every effort to provide a world-class customer service experience with every interaction.
 
On May 31, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Avant handset.  EIP is a payment option that allows eligible customers to purchase handsets by agreeing to pay the equipment balance in 24 installments.
 
By purchasing the Samsung Galaxy Avant, Ms. [redacted] received a one-year Limited Warranty provided by Samsung, the manufacturer of her device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Our records confirm that Ms. [redacted] has not completed a handset exchange. 
 
Regarding Ms. [redacted]’s concerns about the SIM card change, T-Mobile has no record of any change to Ms. [redacted]’s SIM card and we request that she contact our Customer Care at [redacted] so we can effectively evaluate and troubleshoot her handset and text messaging 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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ruben A[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:  I appreciate that Thania took the time to describe what my bill amounts are but she neglected to accept accountability for the numerous mis-charges that we have been billed for nor did she mention T-Mobile Kickbacks, which have been messed up on our bill for a few months.  I feel her response is not fully honest nor will it help others who read the reviews to understand what the issues are.  
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am especially grateful to Ms. Sharon B[redacted] for her patience and diligence in bringing this case to a satisfactory resolution. Sincerely, [redacted]

August 30, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 20, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account.  T-Mobile records confirm that on August 6, 2017, the mobile number ending in [redacted] was canceled when it was transferred to another service provider.  The arrangement to transfer the line of service was made directly with the new wireless service provider and not with T-Mobile.  It should be noted that the correct and accurate required details were provided in the request to transfer the mobile number. The requestor was able to provide the account number, the last four digits of the account holder’s social security number, and the number to be ported out along with any additional information requested by [redacted].  Based on this valid information, T-Mobile approved the release of the mobile number ending in [redacted]. It is T-Mobile’s position that this is a domestic issue and should be resolved between Mr. [redacted] and his ex-girlfriend.    T-Mobile understands that Mr. [redacted] would like his mobile number transferred back into his name, since he did not authorize this transfer.  As such, based on our prior experience with [redacted] in these matters, T-Mobile recommends that Mr. [redacted] file a police report for identity fraud naming his ex-girlfriend as the perpetrator so that we may provide it to the new provider in an attempt to have the number transferred back to him. In an effort to amicably resolve this matter, Mr. [redacted] may contact me at the number provided or Customer Care at 611 from his handset to assist him with a new rate plan change.    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

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2017, regarding the above-referenced account.
T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding his account. T-Mobile records confirm that on March 5, 2017, Mr. [redacted] activated a voice number ending in [redacted] and a Mobile Internet SyncUP line ending in [redacted]. Please note Mr. [redacted] was enrolled in our Free Add-A-Line promotion on his SyncUP line ending in [redacted]. Additionally, please be advised the SyncUP line ending in [redacted] was later cancelled on March 10, 2017.
At the time of the activation, Mr. [redacted] changed from the $100.00 Simple Choice Unlimited Family Talk, Text, Plus Data 4 line rate plan to our $180.00 T-Mobile ONE rate plan. Please be advised, although Mr. [redacted] activated his new lines on March 5, 2017, the rate plan was backdated to February 11, 2017. T-Mobile regrets if this was not explained to Mr. [redacted] upon changing his rate plan.
Additionally, on March 6, 2017, Mr. [redacted] purchased a ZTE SyncUP Drive using T-Mobile’s Equipment Installment Plan (“EIP”) offering. Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments of $5.00 for this device. T-Mobile has no record of Mr. [redacted] returning this device
In an effort to amicably resolve this matter, on April 17, 2017, T-Mobile applied a credit in the amount of $200.00 to the account. This credit represents the price difference between the two rate plans and the prorated charges incurred for the tablet line that Mr. [redacted] was charged on the billing statement dated March 14, 2017, as well as additional credit as a courtesy. Mr. [redacted]’ account now reflects a credit balance in the amount of $200.00.
Furthermore, T-Mobile has requested that Mr. [redacted] begin receiving the free add a line on his voice line ending in [redacted] moving forward. Please note it may take up to two billing cycles for this to appear. Lastly, although T-Mobile has no record of the return, T-Mobile has closed Mr. [redacted]’ remaining EIP balance owed for his ZTE SyncUP device. Moving forward Mr. [redacted] will not be charged for the device.
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.
Zachary S[redacted]
Executive Response

Dear Revdex.com,
 
I just wanted to let you know that despite my disagreement about external physical damage of the screen, full refund of $300 plus tax amount satisfied me and I am planing to re-activate my account in next 10 days.
 
I am very sorry for the delay in response and feel that it will be unfair if status of my complain on Revdex.com site will have "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied" status.
 
Would you please to change status of my complain to "satisfied".
 
Best regards,
[redacted]

T-Mobile USA, Inc. P.O. Box 37380 Albuquerque, NM 87176 May 5, 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 23, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we resolved this matter Mr. [redacted]’s satisfaction. T-Mobile regrets that Mr. [redacted] had concerns with our 2016 September iPhone 7 Trade-Up offer. On October 26, 2016, trade-in credits in the amount of $165.00 and $195.00 were issued to the account for Mr. [redacted]’s two Apple iPhone 6 trade-in handsets. On March 10, 2017, another trade-in credit in the amount of $118.00 was issued to the account and finally on May 2, 2017, the final trade-in credits in the amount of $944.98 were issued to Mr. [redacted]’s account for the 2016 September iPhone 7 Trade-Up offer. Mr. [redacted] has now received a total of $1,422.98 in trade-in credits for our 2016 September iPhone 7 Trade-Up offer, which is $123.00 more than the original offer of $649.99 per handset. When we received your correspondence, T-Mobile investigated this matter and we confirmed that Mr. [redacted]’s trade-in handsets were received although he was not receiving the monthly trade-in credits due to an inadvertent error. As of May 5, 2017, Mr. [redacted]’s account reflects a credit balance in the amount of $944.98. On May 5, 2017, T-Mobile closed the Equipment Installment Plans ("EIP") for Mr. [redacted]’s two new Apple iPhone 7 handsets, which had a remaining balance of $913.27 and this balance will be charged to the billing statement that will be dated June 4, 2017. Please note that Mr. [redacted]’s billing period closed on May 4, 2017 and the final EIP balances will not be charged on the May 4, 2017 billing statement. T-Mobile suggested that Mr. [redacted] make a one-time payment for the new charges on the May 4, 2017 billing statement so that the current credit balance can be applied to his June 4, 2017 billing statement as that billing statement will have the final EIP balances for the new Apple iPhone 7 handsets, we regret any confusion that this may cause. It is important to note that Mr. [redacted] will be charged the normal monthly installments for the two Apple iPhone 7 handsets on the May 4, 2017 billing statement. T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced. Revdex.com May 5, 2017 Page 2 of 2 T-Mobile USA, Inc. P.O. Box 37380 Albuquerque, NM 87176 Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ally Y[redacted] Executive Response