T-Mobile Usa Inc

June 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 June 4, 2016 regarding the above-referenced account. T-Mobile regrets losing Ms. [redacted] as a customer and any concerns she experienced with her final billing statement. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering. The EIP offered at the time of Ms. [redacted] purchase was a payment option that allowed 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. All customers who chose to use this EIP option to pay for their equipment were required to enter into a financing agreement signed at the time of the purchase. It is important to note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records indicate that Ms. [redacted] agreed to an EIP for the mobile number ending in 3606 on February 2, 2015, with the purchase of an Alcatel OneTouch Fierce 2 and an Apple iPhone 6 Plus 16GB for the line ending in [redacted] on February 12, 2015. T-Mobile records confirm that Ms. [redacted] canceled her account on February 14, 2016, when she ported her mobile numbers to another service provider. When the account was canceled, the remaining EIP balance of $443.13 was accelerated and posted to the final billing statement dated February 27, 2016. Please be advised that T-Mobile provided a twenty day return period for the equipment mentioned above. As the equipment was not returned with in the allotted return period the final EIP balance would not have been removed from the final billing statement. It is T-Mobile’s determination that Ms. [redacted] was charged in accordance with the EIP agreement and the remaining EIP balance is valid and owed. Ms. [redacted] billing cycle ran from the 28th of one month to the 27th 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 February 27, 2016. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $558.78 for the monthly recurring charges incurred from January 28, 2016, through February 27, 2016, and the final EIP balance of $443.13. Ms. [redacted] T-Mobile account remains cancelled with a zero balance. 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 regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’ credit report to reflect the 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. Amor M[redacted] Executive Response

From:[redacted] [mailto:[redacted]@gmail.com] Sent: Friday, July 22, 2016 10:48 PMTo: Complaints <[email protected]>Subject: Re: You have a new message from the Revdex.com
 
I did respond to T-mobile and gave a satisfied response.  Why am I getting this email stating your going to tell T-mobile I'm dissatisfied?? Your system has a bad glitch. because I checked the box stating I was satisfied. FIX YOUR SYSTEM PLEASE!!!

Complaint: [redacted]
I am rejecting this response because:T mobile continues to harass me when they never contacted me after I canceled them. Yet there saying they did when then did not. I was also told it was 303 not 375 and they charged me 375 not the 303. I reject there response because they continually when they called the last time put me into a seizure from anger when. Interuppting me or telling me they do not care and will take what they want from my account. I did not authorize any money to be taken out when I canceled with them. The one in may 2015 I did not authorize nor did I get a phone call or anything in the mail. It was illegally taken from my account. I want them to apologize still and fix this issue. 
Sincerely,
[redacted]

November 4, 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 30, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding the collections received to the above mentioned account. Our records confirm that the mobile number ending in [redacted] was activated on November 13, 2011, as a Mobile Internet line. The account was subscribed to the Value 5GB MI rate plan at the cost of $39.99 per month. As the rate plan was promotional there was a contractual agreement required for a period of 24-months, meaning that should Ms. [redacted] cancel her service prior to November 13, 2013, she would incur an up to $200.00 early termination fee per line. T-Mobile records confirm that the billing address on the account was set to [redacted] Long Beach California 90804; however, on April 2, 2013, T-Mobile received a request to update it to [redacted]. Further records confirm that on September 25, 2013, Ms. [redacted]’s account was canceled for non-payment. Ms. [redacted] received a final billing statement totaling $347.49, which included the monthly recurring charges, early termination fee, taxes, and fees billed from May 25, 2013 through October 24, 2013. T-Mobile attempted to collect the balance via text messages and automated phone calls. As our attempts were unsuccessful, on November 28, 2013, T-Mobile referred Ms. [redacted]’s account to an outside collection agency, [redacted]. On August 2, 2014, the account was transferred to AmSher, and on August 12, 2015 the account was transferred to I.C. System, Inc., which is the agency currently assigned to Ms. [redacted]’s account. In cases where the account holder of record claims they did not activate the account, T-Mobile requires that party to complete a Collection Dispute Form. T-Mobile sent Ms. [redacted] the Collection Dispute Form to complete and return with a photocopy of her driver’s license or other government-issued photo identification and a police report naming the responsible party. This may be sent to my attention at the address listed below or faxed to [redacted] Upon receipt, T-Mobile will review this matter further and apprise Ms. [redacted] of our findings. 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

January 27, 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 any continued concerns Ms. [redacted] has experienced regarding her handset upgrade payment. T-Mobile records confirm that on January 18, 2016, our T-Mobile Financial department researched the request for order number [redacted]. They confirmed that the payment made of $809.97 for Ms. [redacted]’s Apple iPhone was returned as unpaid and failed to charge on Ms. [redacted]’s husband’s credit card. Therefore; on January 18, 2016, T-Mobile applied a charge of $809.97 for the full purchase price on Ms. [redacted]’s account because Ms. [redacted] confirmed that she received the handset. On January 20, 2016, T-Mobile confirmed that Ms. [redacted] returned her Apple iPhone 6S, with serial number [redacted], to our National Return Center on December 15, 2015, per tracking number [redacted]. This information was provided to our Financial Care department, who applied the charge on Ms. [redacted]’s account for the handset purchase. Also, on January 20, 2016, Ms. [redacted] provided our office with billing statements of her husband’s credit card indicating that on December 1, 2015, the payment processed in the amount of $809.97. The statement also indicates that on January 6, 2016, a refund of $809.97 was applied to the credit card provided. As this shows that the transaction was returned, T-Mobile respectfully declines any further refund to the credit card. In an effort to amicably resolve this matter, on January 26, 2016, T-Mobile applied a credit of $806.97 to Ms. [redacted]’s account for the returned equipment. As of January 26, 2016, Ms. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
I will However correspond with them if the handset I have chosen is not satisfactory.
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 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have regarding his recent handset purchase. T-Mobile records indicate on March 10, 2017, Mr. [redacted] purchased a ZTE Z320 Cymbal handset for $66.77 which included applicable taxes. At the time of Mr. [redacted]’s purchase, T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange.
After speaking with Mr. [redacted] on April 14, 2017, as a courtesy, T-Mobile agreed to accept the return of the Z320 handset outside of the 14-day return period, for a full refund. Additionally, Mr. [redacted] purchased an LG Aristo handset at this time. Upon T-Mobile’s receipt of the Z320 handset in like-new condition before May 18, 2017, to the address provided to Mr. [redacted], T-Mobile will issue a credit in the amount of $66.77 in the form of a bill credit toward the cost of the purchased LG Aristo handset. 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.
Ronnie A[redacted]
Executive Response

November 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 November 17, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his handset upgrades. Our records indicate Mr. [redacted] was subscribed to our JUMP! 2.0 feature on mobile numbers ending [redacted] and [redacted] when he placed orders for new handsets on September 9, 2016 for the same mobile numbers. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. At the time of Mr. [redacted]’s upgrade order, he had two handsets active on EIPs; an Apple iPhone 6s 16 GB with a remaining balance of $216.64 and a Samsung Galaxy Note 4 with a remaining balance of $87.48. After receipt of the of trade-in handsets in good/ working condition, T-Mobile issued a credit in the amount of $216.64 towards the remaining balance and closed the associated EIP for the iPhone 6. Additionally, T-Mobile issued a credit in the amount of $145.80 towards the remaining balance and closed the associated EIP for the Note 4 handset. Please be advised that the additional credit in the amount of $58.32 was issued as a credit towards Mr. [redacted]’s account. As of the date of this correspondence, Mr. [redacted]’s account reflects a zero balance. 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. Ronnie A[redacted] Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 15, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with T-Mobile promotions. T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated her service on December 1, 2016, and attempted to take advantage of our Carrier Freedom Reimbursement and Magenta Port-In Reimbursement.
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not. Our records further indicate that Ms. [redacted] is on a qualifying rate plan, purchased four phones on an Equipment Installment Plan, and transferred her mobile numbers ending in 0544, 7010, 3044, and 4635. At the time of activation, Ms. [redacted] was provided with a total trade-in credit of $685.00.
On February 3, 2017, Ms. [redacted] was provided with the 2016 Magenta Port-In offer in the amount of $800.00 for which a prepaid refund card was delivered to her. Regretfully, T-Mobile does not have records of a submission for Ms. [redacted]’s billing statement from her previous provider for her Carrier Freedom Reimbursement.
However, it is important to note that that these two offers cannot be combined. As such, T-Mobile respectfully declines to provide with Ms. [redacted] with further compensation for the Carrier Freedom Reimbursement, in additional to her trade-in credits and Magenta Port-In Reimbursement. We regret if Ms. [redacted] was provided with any misinformation.
In an effort to amicably resolve this matter, on April 24, 2017, T-Mobile applied a courtesy credit of $200.00 to Ms. [redacted]’s account. As of April 24, 2017, Ms. [redacted]’s account balance is $137.55 for her monthly recurring charges. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

December 28, 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 December 19, 2016, regarding the above-referenced account.  We are glad to report to your office that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction.
 
T-Mobile regrets hearing of Mr. [redacted]’s concerns with our recent and exciting 2016 Apple Black Friday offer.  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 visit to his local T-Mobile retail location.
 
The 2016 Apple Black Friday offer provided for a limited time, from November 24, 2016, to November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus highly discounted or for free.
 
T-Mobile records confirm that at the time of the promotion Mr. [redacted] was subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text with 10GB of Data per line rate plan.  As Mr. [redacted]’s rate plan was not an Unlimited Data rate plan, Mr. [redacted]’s account was not eligible for the 2016 Apple Black Friday offer based on the eligibility requirements mentioned above.
 
On November 26, 2016, Mr. [redacted] purchased two iPhone 7 32GB devices and elected to finance them with our Equipment Installment Plan (“EIP”) program.  Mr. [redacted] was not required to pay a down payment and agreed to 24 monthly installments in the amount of $27.09 per device. 
 
Records further confirm that at the time of purchase, Mr. [redacted] traded-in an iPhone 5C and an iPhone 6 and received $27.00 and $100.00 in instant trade- in credits respectively. If eligible for the promotion; Mr. [redacted] would have been responsible for $350.00 for one iPhone 7 32GB device and $100.00 the second after trade-in and promotional bill credits.
 
As Mr. [redacted]’s rate plan was not eligible for the promotion, he received a message notification advising him of this and giving him the option to change his rate plan to an eligible rate plan. On December 9, 2016, Mr. [redacted] changed his rate plan to T-Mobile ONE, an eligible rate plan, effective on December 10, 2016.
 
On December 22, 2016, T-Mobile contacted Mr. [redacted] to discuss his concerns.  In an effort to amicably resolve this matter, T-Mobile offered to changed Mr. [redacted]’s rate plan to his original Simple Choice North America Unlimited Talk, Text with 10GB of Data per line rate plan effective January 10, 2016, and honor the 2016 Apple Black Friday offer.  Mr. [redacted] accepted T-Mobile’s offer as full resolution to his concerns.  As such, T-Mobile scheduled the rate plan change to take effect on January 10, 2016, and issued equipment credits in the amount of $449.99 for one iPhone 7 32GB device, leaving Mr. [redacted] responsible for only $100.00, and $272.99 for the second iPhone 7 32GB device, leaving Mr. [redacted] responsible for only $350.00 as stipulated in the 2016 Apple Black Friday offer.  T-Mobile regrets any inconvenience to Mr. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Maggie R[redacted]
Executive Response

Hello, T-Mobile has reached out to me and has resolved this matter by issuing a month's credit, crediting the outstanding balance of the lost/stolen phone and is in the process of shipping out a new phone by this Friday. Sincerely, [redacted]

April 26, 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 13, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her rate plan. T-Mobile records confirm that Ms. [redacted] had two activate mobile number ending in [redacted] and [redacted]. On March 7, 2017, Ms. [redacted] subscribed to the T-Mobile ONE rate plan for $110.00 per month, plus taxes. Additionally, Ms. [redacted]’s two voice lines of service were subscribed to the JUMP! 2.0 insurance feature, for $12.00 per month plus taxes. Ms. [redacted]’s mobile number ending in [redacted] was subscribed to the Simple Choice North America Stateside International calling feature for $10.00, per month, plus taxes.
Please note that with the enrollment of AutoPay, in conjunction with a qualifying T-Mobile ONE rate plan, customers receive a $5.00 monthly bill credit, per voice line of service. 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. Records confirm that Ms. [redacted]’s account was not enrolled in AutoPay, therefore, her account was not eligible to receive the monthly $5.00 bill credit per voice line of service. Ms. [redacted] may add AutoPay to her account by visiting her MyT-Mobile.com account or by contacting T-Mobile Customer Care at 800-937-8997.
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 department.
It is T-Mobile’s position that Ms. [redacted]’s account is being accurately charged for her services and features selected. Therefore, T-Mobile respectfully declines Ms. [redacted]’s request for bill credits. Records confirm that on April 24, 2017, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when she ported her number to another service provider. Therefore, Ms. [redacted]’s account remains active with one voice line of service. T-Mobile recommends that Ms. [redacted] contact T-Mobile’s Customer Care by May 6, 2017, to update her account to the individual T-Mobile ONE rate plan for $75.00 per month, plus taxes. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly at the number listed below.

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

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 20, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted], he confirmed that this matter is resolved to his satisfaction.
T-Mobile regrets to hear of any concerns that Mr. [redacted] experienced regarding our 2016 September iPhone 7 Trade Up. On September 9, 2016, and only for a limited time, customers who purchased a new iPhone 7 Plus 128GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 5 or newer, from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the cost of the new iPhone 7 Plus 128GB.
On September 9, 2016, Mr. [redacted] submitted an upgrade for the Apple iPhone 7 Plus 128GB to take part in the offer. As Mr. [redacted] traded in his Apple iPhone 6 Plus 64GB , he was eligible to receive a total promotional value of $649.99 in credits; $195.00 trade-in value in the form of a bill credit, and $454.99 through 24 monthly bill credits. Upon review of the account, T-Mobile confirmed that Mr. [redacted] has received the $195.00 trade-in credit, on October 14, 2016, and has been successfully enrolled in the monthly credits of $18.96 for 24 months.
Although it’s T-Mobile’s position that Mr. [redacted] is receiving the full value of the above-referenced promotional offer, in an effort to amicably resolve the matter, T-Mobile issue Mr. [redacted] account with a one-time account credit of $70.00, reducing his current balance to $6.31, which is due on May 1, 2017. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and has no further concerns. 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.
Adrianne F[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: Ligia M[redacted] has a hard time understanding the fact that when I added 2 lines on June 10th that I was lied to by the representative.  She also says my bill should be approximately $425 but I am being billed over $500 and she refuses to correct it even though in a couple of emails she stated I'm bill should be $425.  I have requested to have this turned over to someone else and yet she refuses again.  When we go in to a T-Mobile store and the reps input things in the computer, that is beyond our control.  They tell us verbally what the price would be.  The bill comes in and it is a lot more than what was said in the store.  We don't find out about it until the bill comes in.  I was given no paperwork in the store but I assume that is the norm for T-Monile since I never got any paperwork like I did with other service providers. I'm also assuming that is because it is their way to scam customers.  I want this rectified immediately.  I will continue to fight it because T-Mobile lied to me and they should not get away with it.  Ligia M[redacted] was not in the store when the mini iPad and the sync up was added.  She does not know or care about the conversation between me, my son who was in the phone because he serves in the military and could not go but the iPad was for him) and the rep.   
Sincerely,
[redacted]

March 15, 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 6, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] has concerns with the status of the JUMP! On Demand (“JOD”) upgrade from November 2, 2016.  On October 3, 2015, Ms. [redacted] leased an Apple iPhone 6S 128 GB handset for her mobile number ending in [redacted] with our JOD leasing option.  On November 2, 2016, Ms. [redacted] completed a JOD upgrade and the Apple iPhone 6S handset was turned in on November 11, 2016 and Ms. [redacted] leased a new Apple iPhone 6S Plus 128 GB handset for her mobile number ending in [redacted], the new handset was delivered on November 4, 2016.  Due to an inadvertent processing error, the JOD lease for Ms. [redacted]’s Apple iPhone 6S 128 GB handset remained active.    On March 15, 2017, T-Mobile closed the JOD lease for the Apple iPhone 6S 128 GB handset.  Ms. [redacted] will not be charged additional equipment installments for the returned handset.  In addition, T-Mobile issued credits in the amount of $91.16 to Ms. [redacted]’s account for the four installments that have been billed since the handset was received on November 11, 2016.  As of March 15, 2017, Ms. [redacted]’s account reflects a credit balance in the amount of $91.16.  Ms. [redacted]’s billing cycle will close on April 2, 2017 and the next payment will be received via AutoPay on April 21, 2017. T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she 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.   Ally Y[redacted] Executive Response

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], she confirmed that this matter has been resolved to her satisfaction.
T-Mobile regrets to hear of any concerns that Ms. [redacted] experienced regarding her equipment return. Based on T-Mobile’s investigation, we confirmed that on January 24, 2017, T-Mobile received Ms. [redacted]’s Apple iPhone 6S handset, and two Samsung Galaxy S7 handsets. However, due to an inadvertent error, Ms. [redacted] continued to be billed for the devices.
Therefore, in an effort to amicably resolve the matter, T-Mobile closed the remaining Equipment Installment Plan (“EIP”) balance, and applied a credit of $230.24 toward Ms. [redacted]’s account for the previously billed EIP charges associated with the above referenced handsets. Pursuant to our conversation, Ms. [redacted] confirmed that the matter was resolved. Ms. [redacted]’s account remains active with a balance of $426.64, which consists of monthly access charges, taxes, fees, and monthly EIP installments which is due on April 25, 2017.
Please note that at the time of our conversation with Ms. [redacted], T-Mobile applied a temporary credit in the amount due of $426.64 toward Ms. [redacted]’s account in order to make her account eligible to participate in a handset upgrade. It is important to note that on May 4, 2017, the temporary credit will be reversed, and the charges in the amount of $426.64 will be immediately due. At that time, T-Mobile will issue a collection hold to secure Ms. [redacted]’s services for 30 days to allow her to remit the payment to bring the account to a current state. Please note that this hold will expire on June 4, 2017, at which time regular collection activity will resume for any outstanding balance. 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.
Adrianne F[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 correction;
 
The one-time credit is corrected to read $444.65. In addition, for the record I would like to state that I never once implied or mentioned I worked for [redacted].  I presented my business card with Farmers Insurance at the time, still am with Farmers Insurance, over 5+ years. In addition, the changes that were recently made to my account in the month of May, were indeed made without my consent and the changes were not explained to me.
At this time, I am choosing to accept his offer of the $444.65 credit, being that the credit he offered is a reflection of the discount I would have received over a 24 month period ( $444.65 / 24 months = Approx 18.53 month).
Lastly, I would suggest that their representatives are trained to completely explain all plans, costs and contracts.  Unfortunately, T-Mobile has left a bitter taste for me.  The representative that contacted me did his best to help, but refused to take accountability for their agents and their actions. I accepted the offer because all his solutions to dissolve or dismiss this claim was to remove features, coverage, abilities from my account. In no way to correct the errors on their part. In other words a "Lose/Lose" situation for me. T-Mobile giving me the $444 credit (Discount over 24 months) was the only thing I was able to do without reducing what had already been reduced in May without my consent.
Revdex.com, thank you in advance for all your help in getting a solution. Have a great day.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Wow!  I am blown away by the response from T-mobile! I agreed to the FREE Samsung tablet only after talking for a long time with the representative and then her supervisor.  I repeated several times, "are you sure this is free?" I don't believe anything is free!!" They both promised me that t-mobile was offering this very rare special to their good customers.  I have no idea what the other items that I supposedly agreed to in the response above. Since t-mobile records their conversations for training purposes, I would like copies of them so that I can prove that I am being truthful. Shortly after I received the Samsung, I learned about the additional monthly charges.  I immediately contacted t-mobile for an explanation.  That is when this whole nightmare began. I returned the Samsung and sim card right away and every month since then I have to dispute the additional charges.All I am asking is that t-mobile quit charging me for the equipment and sim card that I returned.
Sincerely,
[redacted]

May 26, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 May 20, 2015, regarding the above-referenced account.  T-Mobile is please to advise that Ms. [redacted]’ concerns have been resolved to her satisfaction.  T-Mobile record confirm that on March 16, 2015 the mobile numbers ending in [redacted] were moved from Ms. [redacted]’ account to another T-Mobile account after completion of a Change of Responsibility (COR).   A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer which she did and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed.  In addition, upon completing the COR, Ms. [redacted] was advised that she was to receive a refund for a credit balance on the above-referenced account totaling $262.80.  Please be advised that due to an inadvertent error, the refund was delayed in processing.   In an effort to amicably resolve Ms. [redacted]’ concerns, T-Mobile has sent Ms. [redacted] a paper check refund in the amount of $262.80 to the address Ms. [redacted] provided in her correspondence to your office.  Ms. [redacted] should expect to receive the refund in the next seven to ten business days.  T-Mobile regrets any inconvenience caused to Ms. [redacted] and any delays in receiving the refund.   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. [redacted]Executive Response

July 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 10, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] experienced with our Apple iPhone JUMP On Demand! (“JOD”) promotional offer. From September 25, 2015 until October 6, 2015 customers could lease the Apple iPhone 6s for as low as $5.00 per month on JOD with a qualified device trade-in.
On October 3, 2015, Mr. [redacted] initiated a lease on our JOD program for five Apple iPhone 6s handsets. On October 7, 2015, Mr. [redacted] was approved to receive one part of the Apple iPhone 6s JOD promotional offer which included a monthly bill credit of $7.00 per Apple iPhone 6s JOD lease. As such, Mr. [redacted] received a monthly credit of $7.00 per month per line as part of the promotional offer.
Unfortunately Mr. [redacted]’s second part of his promotional offer was not immediately applied to make his monthly lease charges as low as $5.00 per month depending on the applicable trade-in. However on December 1, 2015, Mr. [redacted]’s account was credited $661.00 which was applied to his account balance and represented the trade-in credits in one lump sum for three of his five JOD leases. Furthermore on February 19, 2016, T-Mobile applied an additional credit of $360.00 which was applied to Mr. [redacted]’s account balance and represented the remaining credit balance owed for the two JOD leases that were initially adjusted. We do apologize that Mr. [redacted] did not receive his monthly bill credits as part of the JOD promotional offer; however it is T-Mobile’s position that Mr. [redacted]’s account has been credited in full according to the 2015 promotional offer.
Unfortunately, Mr. [redacted]’s account was canceled on November 9, 2016, for non-payment. At the time of cancelation, Mr. [redacted]’s account had an outstanding balance of $2,799.11 which included his unpaid monthly recurring charges for seven lines of service, restore from suspension fees, monthly lease fees, coverage device non-return fees and applicable taxes. Please note, Mr. [redacted]’s large past due balance is comprised of several months going back to over a year prior to cancelation of unpaid services. Mr. [redacted] had remitted payments prior to cancelation, but never in the full amount.
Furthermore, as Mr. [redacted]’s account was canceled prior to fulfilling the lease agreement on his five Apple iPhone handsets, he was assessed the remaining lease balance and as well as the purchase option price on all five handsets. As such, Mr. [redacted]’s billing statement dated December 9, 2016, had an additional charge of $1,980.04 for his unfilled lease agreements. Mr. [redacted]’s final billing statement was in the amount of $4,779.15 originally due on January 2, 2017.
As Mr. [redacted]’s account remained unpaid, his account was referred to an outside collection agency. As Mr. [redacted]’s account was referred to an outside collection agency, he was assessed a collection fee of $432.32 effectively updating his outstanding balance to $5,211.47.
Please note, as Mr. [redacted]’s T-Mobile account was canceled for non-payment and not proactively he was not informed of the instructions to return his coverage equipment to avoid a non-return fee. However, the instructions are provided at the time of issuance.
Lastly, as Mr. [redacted] is well outside the return period for his Apple iPhone equipment which was leased in October 2015, T-Mobile would respectfully decline his request to return his equipment and remove the associated fees from his outstanding balance. Furthermore, should Mr. [redacted] wish to return the signal booster/coverage device to T-Mobile, he may contact Customer Care at 800-937-8997 to request for a return shipping label or myself at my can be reached number listed below. Upon return of our coverage device, T-Mobile will agree to remove the non-return fee of $306.34.
Mr. [redacted] may contact Diversified Consultants Inc. (“DCI”), the outside collection agency assigned to his account, to schedule payment. Mr. [redacted] may contact DCI at 877-550-1981.
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