T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:  when they sent me the new device it has the same exact problem.  It is asking for a code to enter the device.  I am unable to use the device.  I have called customer service and visited the locale store with no results.  I am now requesting that I return the device and get my money returned.
Sincerely,
[redacted]

April 8, 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 [redacted] is an authorized user on [redacted]’s account.   T-Mobile regrets any inconvenience to Mr. [redacted] regarding the upgrade of his handset. As stated in our previous correspondence dated March 28, 2017, 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 and retail location.   Please be advised that on March 30, 2017, T-Mobile records confirm that a Samsung Galaxy S8 handset JOD preorder was initiated for the mobile number ending in [redacted].   Upon further research of this matter, T-Mobile records indicate the LG V20 handset has been marked as returned to sender and will be delivered back to T-Mobile. As such, T-Mobile has removed the LG V20 handset from the account. In addition T-Mobile applied a credit to the account on April 8, 2017 for the $34.00 EIP charge that reflected on the most recent billing statement bringing the account balance to $141.95.   Please note that in addition, T-Mobile will continue to allow Mr. [redacted] to send the Samsung Galaxy Note 5 handset that is financed under JOD to our office at the below address through May 8, 2017:   T-Mobile USA Inc. Attn: Christopher R[redacted] 1201 Menaul Blvd NE Albuquerque NM 87107   Upon receiving the Samsung Galaxy Note 5 handset. T-Mobile will remove the remaining charges associated with the Samsung Galaxy Note 5 handset. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. We regret any inconvenience to Mr. [redacted] and hope that he accepts our offer as resolution to 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.   Christopher R[redacted] Executive Response

October 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 8, 2016, regarding the above-referenced account. T-Mobile regrets any concern that Ms. [redacted] has experienced regarding her coverage. Pursuant to Ms. [redacted]’s request, T-Mobile has not contacted her regarding this matter. Accordingly, we will make every effort to address her concerns within this letter. Our records indicate that Ms. [redacted] activated service July 13, 2006, with three lines of service. T-Mobile does not show any coverage changes for the address listed on Ms. [redacted]’s account. We show that 4G/LTE connectivity is what is available in Ms. [redacted]’s area. Please be advised that sometimes indoor barriers beyond T-Mobile’s control can be problematic to the signal reaching her device and is the reason Wi-Fi calling, if available, is suggested as a supplemental connection source. In an effort to address Ms. [redacted]’s concerns with coverage concerns T-Mobile provided sent a coverage device on April 28, 2016. This device was sent provide a better in home coverage experience. Our records indicate that Ms. [redacted] has not set up the coverage device which was provided to enhance her coverage experience. After review of Ms. [redacted]’s account our records indicate sufficient voice usage, as well as data usage on the account which suggests service is utilized. Ms. [redacted]’s average data usage over the last three billing cycles from June 27, 2016 through September 26, 2016 is about 16 gigabytes (“GB”) and voice minutes used over the same billing period is an average of 2,000. This is based on a combined total for all three lines on the account, month over month. As such, we request that Ms. [redacted] contact T-Mobile to request cancellation of service, so we may discuss cancellation process and final billing. Should Ms. [redacted] continue experiencing issues with her coverage, we ask that she contact us to further troubleshoot which will assist us in ruling out the potential of a device or network related issue. As such, we respectfully decline her request for credit. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced 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. Sharon B[redacted] Executive Response

December 8, 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 c[redacted]pondence dated November 30, 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. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concern Ms. [redacted] experienced in regards to the automatic debited payment for the account. T-Mobile records confirm that on September 30, 2013, Mr. [redacted] enrolled his account in AutoPay, a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
Please be advised that on July 20, 2017, Mr. [redacted] leased a LG G6 handset on T-Mobile’s JUMP! on Demand (“JOD”) lease option. At the time of lease, he agreed to 18 monthly lease payments of $22.00 and a purchase option price of $104.00 plus applicable sales tax at the end of the lease.
T-Mobile records confirm that on October 14, 2017, Mr. [redacted] processed a Change of Responsibility (“COR”) for his mobile number ending in 7247 from account to Ms. [redacted]’s T-Mobile account ending in 1278.
It is important to note that JOD leases are not eligible for COR transfers and cannot be moved to the next account like the mobile numbers. Upon the COR being completed Mr. [redacted]’ account was closed as it no longer had any active mobile lines of service subscribed to it and as such the JOD lease plan was closed and the remaining lease balance and purchase option price balance was accelerated to the final billing statement.
On October 29, 2017, the final billing statement generated reflecting a final balance of $503.56 for the remaining lease and purchase option price and onetime charges for 411 Directly Assistance calls with an AutoPay due date of November 18, 2017, and was debited as such.
In an effort to amicably resolve this matter, on December 1, 2017, T-Mobile issued a refund in the amount of $503.56 back to Mr. [redacted] and Ms. [redacted]’s checking account which should be received within two to three business days of the date of this letter. In addition, T-Mobile applied a credit in the amount of $503.56 to Ms. [redacted]’ account for the final lease balance and purchase option price balance leaving his account closed reflecting a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted] and 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.
Oscar T[redacted]
Executive Response

March 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 11, 2016, regarding the above-referenced account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Ms. [redacted] experienced any issues with her service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Ms. [redacted] should expect great 4G LTE coverage. A further analysis of the area confirms that there may be some site congestion from time to time. As such, T-Mobile recommends that Ms. [redacted] utilize Wi-Fi if available. As we are sure Ms. [redacted] can imagine, we cannot guarantee coverage as there are so many factors that can affect the coverage day to day. However we are pleased to report that on March 15, 2016, T-Mobile spoke with Ms. [redacted], and she confirmed that she is no longer experiencing the coverage issues mentioned in her correspondence to your office. Should Ms. [redacted] experience any coverage or service in the future, we ask that she report details of any difficulties, such as the date and time and the area(s) in which it occurred. This information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once we are aware of the situation, we can attempt to resolve the issue through network or equipment adjustments. T-Mobile regrets any misunderstanding Ms. [redacted] may have experienced with the restore-from-suspension fees assessed to her account. T-Mobile records indicate that on January 2, 2016, payment arrangements were made with Ms. [redacted] with regard to her past due balance. At that time, Ms. [redacted] agreed to make to a future dated payment via an electronic check. The amount of $330.81was set to be deducted from her designated bank account on February 1, 2016. On January 29, 2016, T-Mobile sent a courtesy text message reminder to the mobile number ending in [redacted] reminding Ms. [redacted] that the funds were set to deduct from her bank account number ending in [redacted] on February 1, 2016. Regretfully the payment was returned to T-Mobile as unpaid. As a result, on February 3, 2016, Ms. [redacted]’ services were partially suspended allowing incoming calls to be received. Outgoing calls were routed to T-Mobile’s Financial Care team in an effort to collect on the past due balance. Further records confirm that on February 4, 2016, Ms. [redacted] again contacted T-Mobile and established a new payment arrangement for her past due balance. Mr. [redacted] agreed to make two payments with a future dated check. $260.81 was to be deducted on February 11, 2016 as the first installment, and $326.04 was to be deducted on February 25, 2016 as the second installment. On February 8, 2016, T-Mobile sent a courtesy text message reminder to the mobile number ending in [redacted] reminding Ms. [redacted] that the funds were set to deduct from her bank account number ending on [redacted] by February 11, 2016. Regretfully the payment was once again returned to T-Mobile as unpaid. Further records confirm that the payment arrangement established for February 25, 2016 was not deducted from Ms. [redacted]’ bank account, and as such on February 28, 2016, Ms. [redacted]’ account was suspended for non-payment. It is important to note that Ms. [redacted]’ billing cycle runs from the 14th of the month to the 13th of the following month, with payment due on the 6th. Pursuant to T-Mobile policy, services to a customer’s account may be suspended when payment in full is not received by the payment due date. As stated in our Terms and Conditions, if we suspend a customer’s service and later reinstate it, a fee may be assessed. Accordingly, when Ms. [redacted] made a payment and services were restored, the account was assessed a $20.00 restore-from-suspension fee per line of service. T-Mobile considers these charges to be valid. However, in an effort to resolve this matter on March 15, 2016 T-Mobile issued a credit of $132.96 for the restore-from-suspension fees and applicable taxes to Ms. [redacted]’ account. Ms. [redacted]’ account reflects a revised past due balance of $64.89. T-Mobile recommends that Ms. [redacted] contact us to arrange for payment as soon as possible to prevent further collection activity. 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

September 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 Prepaid No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 10, 2017, regarding the above-referenced prepaid number.  T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concern has been resolved to his satisfaction.   T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regard to the prepaid account and we appreciate the opportunity to address his concerns.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.    T-Mobile records indicate that on August 15, 2017, Mr. [redacted] activated his prepaid account with mobile number ending in [redacted] and paid $54.00 towards his prepaid account.    T-Mobile records indicate Mr. [redacted] did not use the service and his account was cancelled on September 9, 2017, upon the port-out of his number to another carrier.  Please be advised that per the Terms and Conditions that were agreed upon at the time of activation: “Prepaid Service is non-refundable even if returned during the return period, and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”   Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve his concerns, on September 15, 2017, T-Mobile sent Mr. [redacted] a prepaid MasterCard in the amount of $54.00.  Please be advised it can take up to ten business days to receive the card.  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.   Carlos T[redacted] Executive Response

Tell us why here...
June 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted] 
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 9, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. **, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. **’s concerns within this letter.
T-Mobile records confirm Ms. ** completed a Change of Responsibility (“COR”) on January 25, 2016, for four of her five mobile numbers on her T-Mobile account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the numbers. However, T-Mobile has no record of a cancellation being requested for the final mobile number. Therefore, Ms. **’s account remained active with one line of service.
As the line of service remained active and Ms. ** was subscribed to our AutoPay service, T-Mobile drafted the monthly charges assessed through the date of cancellation. AutoPay is a free feature that automatically deducts the balance owed on the account using a stored payment supplied by the customer.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). The first notice that T-Mobile received regarding a dispute of this service and associated charges for equipment was on July 7, 2016. As this was beyond the dispute period, it is T-Mobile’s position Ms. ** remains responsible for all charges billed to the account.
Upon review, our records reflect that on August 22, 2016, Ms. ** contacted Customer Care at which time her account was cancelled pursuant to her request. Additionally, it is important to note that T-Mobile provided credits totaling $319.38 resulting in Ms. **’s account to reflect closed with a zero balance.
However, in an effort to amicably resolve this matter, T-Mobile has offered to issue a $500.00 refund to Ms. **. Ms. ** may accept this offer by contacting me directly at the number below within 20 days of the date of this letter.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. **’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Belen L[redacted] Executive Response

March 8, 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 March 5, 2016, regarding the above-referenced account. Please note that [redacted] and [redacted] is the same person. T-Mobile regrets that Ms. [redacted] final billing statement is not what she expected and regrets any difficulties Ms. [redacted] experienced regarding coverage and the handling of her account. It is important to note that the final billing statement needed to generate prior to credits being applied to ensure the proper credit amount was applied to bring the account to zero balance. T-Mobile records indicate that Ms. [redacted] final billing statement dated February 20, 2016, had a balance of $49.24 which was adjusted as promised on February 23, 2016, by Customer Care. It is important to note that once a T-Mobile account is cancelled, all services associated with the account are also cancelled. This includes online account access as well as paperless billing, as these are services only eligible with active accounts. Therefore, Ms. [redacted] would not have access to her My T-Mobile.com online service after porting her mobile numbers to another carrier. T-Mobile spoke with Ms. [redacted] on March 1, 2016, and confirmed that the adjustments were properly applied and a refund of $95.53 had been processed at which time Ms. [redacted] requested the refund be cancelled. T-Mobile confirmed with Ms. [redacted] that her account remains cancelled with a zero balance and the refund of $95.53 has been cancelled per her request. Ms. [redacted] confirmed this was a satisfactory resolution to her concerns. 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. Luv V[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and will accept it due to time and energy I spent on this issue.
However, T-mobile stated that it is not their wrong doing, which I cannot accept. It is their customer service who has given me the wrong information. I hope they can issue an official apology letter to the unfortunate issue they have caused to their customer.
Sincerely, [redacted]

May 22, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 12, 2017, regarding the above-referenced account. T-Mobile has attempted to reach Mr. [redacted] but unfortunately, we have been unsuccessful in our attempts. Therefore, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
We regret any inconvenience Mr. [redacted] may have experienced in regards to making payments to his T-Mobile account via credit or debit card. T-Mobile records confirm on February 23, 2017, a payment was remitted in the amount of $219.94 to Mr. [redacted]’s account. On April 17, 2017, the $219.94 payment was reversed due to the payment being disputed by the card holder. Please note, if a payment is returned for any reason it is T-Mobile policy to stop payments via the returned payment method (electronic check or credit card) for 30 days.
T-Mobile records indicate that on May 12, 2017, we updated Mr. [redacted]’s T-Mobile account to allow payments via credit card again. Please note, if there are any further returned payments the payment method will be stopped again for at least 30 days. T-Mobile regrets any inconvenience.
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.
[redacted] R[redacted]
Executive Response

January 30, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 20, 2017, regarding the above-referenced account. T-Mobile regrets Mr. [redacted] was not satisfied with our previous response to your office. 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] recent contact with our Executive Response Team. On September 15, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Black device being used on his line ending in [redacted]. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On September 21, 2016, Mr. [redacted] started an EIP for an Apple iPhone 7 Rose Gold device being used on his line ending in [redacted]. At the time of purchase, T-Mobile was offering customers who trade in their fully paid off Apple iPhone, an Apple iPhone 7 for free or at a substantial discount. The offer is fulfilled by monthly promotional credits being applied to the Apple iPhone 7 device EIP’s to either discount the device or make it free. T-Mobile records indicate Mr. [redacted] EIP agreement for the Apple iPhone 7 Rose Gold device is being billed $27.09 per month and receiving a promotional monthly credit in the amount of 20.21 providing a discount to the device. Due to an inadvertent error, the promotional monthly credit is not applying to Mr. [redacted] Apple iPhone 7 Black device. T-Mobile regrets any confusion to Mr. [redacted] on this matter. T-Mobile records indicate on January 17, 2017, we closed Mr. [redacted] EIP for the Apple iPhone 7 Black device, and applied a credit of $649.99 to the accelerated EIP balance, reducing the balance to zero. Mr. [redacted] EIP for his Apple iPhone 7 Rose Gold device remains active and will continue to receive the promotional monthly credits. 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

February 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 9, 2018, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any concerns that [redacted] has experienced with regards to his device exchange.  T-Mobile records reflect that [redacted] purchased a Samsung Note 8 handset on December 23, 2017.  By purchasing T-Mobile equipment, [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device.  During the Limited Warranty period, [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device 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.Our records confirm that on January 26, 2018, [redacted] completed an exchange for his Samsung Note 8 handset under his limited warranty.  On February 9, 2018, [redacted] completed a second exchange for his Samsung Note 8 handset.  We spoke to [redacted] on February 11, 2018, and he advised that his latest exchange has not presented any issues.  We clarified that an upgrade is an option which is available to [redacted] and there may be additional costs, however the limited warranty can provide an exchange when the eligibility criteria is met.  [redacted] was happy with information presented to him.  T-Mobile regrets any inconvenience to [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.Belen L[redacted]Executive Response

October 6, 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 29, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Mr. [redacted] has experienced. T-Mobile records indicate that on October 12, 2015, Mr. [redacted] entered into a JUMP! On Demand lease agreement by selecting the Samsung Galaxy Note 5 handset. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. T-Mobile records indicate that on December 24, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy TAB A tablet. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. 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. On January 10, 2016, a handset replacement was ordered for Mr. [redacted]’s non-working 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 and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed. Our records do not indicate that we received the non-working handset. As such, Mr. [redacted] was charged $650.64 for the non-return fee. T-Mobile records confirm that on June 27, 2016, Mr. [redacted]’s account was canceled for non-payment. At that time, the remaining lease payments and remaining balance for the purchase option price of the Samsung Galaxy Note 5 handset was accelerated and applied to the final billing statement. Additionally, the remaining EIP balance for the Samsung Galaxy TAB A tablet was also accelerated and applied to the final billing statement. The final billing statement issued July 19, 2016, reflected a balance of $1,325.87 due by August 11, 2016, and consisted of the remaining lease payments, purchase option price, remaining EIP balance, late fees, monthly access charges from March 19, 2016, through June 27, 2016, and applicable taxes. Due to continued non-payment, on August 21, 2016, Mr. [redacted]’s account was forwarded to Southwest Credit, a third-party collection agency. On September 30, 2016, in an effort to amicably resolve this matter, T-Mobile agreed to allow Mr. [redacted] to return his Samsung Galaxy Note 5 handset directly to my attention within 30 days of the date of this letter at: Executive Response Attention: [redacted] Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $1,325.87 for the remaining lease payments, purchase option price, remaining EIP balance, late fees, monthly access charges from March 19, 2016, through June 27, 2016, and applicable taxes. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. T-Mobile requests that Mr. [redacted] include his account information with the device to ensure proper account credit. Additionally, upon receipt of the handset, T-Mobile will remove the account from third-party collections and instruct 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 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

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 agree that probably was EIP I paid, I misquoted as Early termination fee. However I would like to advice or give feedback on regards below 
 
1. I request T mobile that any customer should have the mobile unlocked automatically once he pays off his contract or eip or whatever that was required to close the account, instead of having a policy that the customer should manually request for unlock. otherwise, the customer should be notified regarding this manual request for unlock is required once he cancels the account.
2. If a customer is contacting the customer care and the executive is promising solution is two or three days, the customer executive should give the solution in the mentioned time, otherwise the executive MUST CALL BACK THE CUSTOMER TO MAKE HIM INFORMED on the status of the query.
If any of these two had happened, there was no need for me to contact the Revdex.com. I was not completely satisfied with this refund as I was not able to use this new phone for three months. But I  take this business response and can close this complaint. Appreciate Jason's effort to close this issue.
 
THanks Revdex.com. You are doing a wonderful job as an organization
 
 
 
Sincerely, [redacted]

May 9, 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 26, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding international usage charges. With the T-Mobile ONE or Simple Choice North America plan, you can call and text to and from the U.S., Mexico, and Canada as much as you want, and use your high speed data like you do at home, at no extra charge. Records confirm that, on April 24, 2017, in an effort to resolve the matter, T-Mobile Customer Care applied a credit in the amount of $325.00 toward Ms. [redacted]’ account for the recently assessed international charges from the billing statement dated April 10, 2017.
Additionally, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile handset. On August 2, 2015, Ms. [redacted] purchased an iPhone 6 handset through our Equipment Installment Plan ("EIP") program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $27.08. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’ account this warranty has been extended as she subscribes to the optional JUMP! 2 feature. As such, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device 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. Records confirm that Ms. [redacted] completed warranty exchanges for this device on December 7, 2016, and March 15, 2017.
However, in an effort to amicably resolve the matter, T-Mobile is offering to send Ms. [redacted] a refurbished iPhone 6 handset from the corporate office provided that she returns her non-working device to T-Mobile within 30 days from the date of delivery for the replacement device. If Ms. [redacted] would like to take advantage of this offer then she may contact me at the number provided below within 30 days from the date of this letter.
Furthermore, T-Mobile regrets any concerns Ms. [redacted] has experienced regarding her T-Mobile account. According to our records, Ms. [redacted] is subscribed to the T-Mobile ONE rate plan which provides unlimited talk, text, and high-speed data starting at $110.00 per month for two lines of service and $45.00 per month for each additional line of service. Additionally, Ms. [redacted]’ line ending in [redacted] is subscribed to the T-Mobile ONE Wearable rate plan for $20.00 per month. Each of Ms. [redacted]’ lines are subscribed to monthly device protection including insurance and extended warranty for $12.00 per voice line and $9.00 for the wearable line ending in [redacted].
Please be advised that Ms. [redacted] took advantage of our EIP offerings with the following devices:
• On August 30, 2015, Ms. [redacted] purchased a screen protector and a protective case through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $3.55.
• On April 23, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 handset through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $27.92.
• On May 11, 2016, Ms. [redacted] purchased a Samsung Gear S2 wearable device through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $15.00.
• On February 13, 2017, Ms. [redacted] purchased an iPhone 7 Plus handset, a protective case, and a screen protector through our EIP program wherein she was required to remit a down payment in the amount of $49.99, to pay the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $34.17.
• On April 7, 2017, Ms. [redacted] purchased a pair of Beats headphones through our EIP program wherein she was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $6.25.
Based on Ms. [redacted]’ selected rate plan, features, and device plan installments, her monthly estimated bill is $333.95 including applicable taxes and fees.
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]’ contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

June 16, 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 June 3, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], who has been designated as an authorized user by Mr. [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 the Change of Responsibility (“COR”) process. 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, Mr. [redacted] was advised that he would be responsible for locating the new customer 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.
On March 1, 2017, Ms. [redacted] contacted T-Mobile to pay the Equipment Installment Plan balances owed on the devices on the mobile numbers ending in [redacted] and [redacted]. When the payments were made, they applied to the open balance on the account, causing the bill that generated on March 24, 2017, to reflect not only equipment balance charges, but also the monthly recurring charges on Mr. [redacted]’s account, causing the balance to be higher than expected.
T-Mobile records confirm that on April 3, 2017, the mobile numbers ending in [redacted] and [redacted] were successfully moved to the new customer’s account.
On June 8, 2017, T-Mobile contacted Ms. [redacted], and in an effort to amicably resolve the matter issued a one-time bill credit in the amount of $499.54 to Mr. [redacted]’s account, leaving it with active with a zero balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved, and she has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate her business.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted] Executive Response

November 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 31, 2016, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] are one and the same. T-Mobile regrets any additional international usage concerns Ms. [redacted] has experienced. It is important to note that users traveling to a country outside of T-Mobile’s Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15.00 per megabyte (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see the current rates in countries to which they will be traveling. T-Mobile records confirm that between August 3, 2016 and November 2, 2016, Ms. [redacted] incurred $30.45 worth of international text messaging charges while roaming outside of Simple Global coverage. Should Ms. [redacted] need the details of these text messages such as time, date and the phone number, she may log onto www.T-Mobile.com. The billing statement issued November 3, 2016, reflected a balance of $163.01 due by November 23, 2016, and consisted of monthly access charges from November 3, 2016 through December 2, 2016, $35.45 in international calling, late fee and applicable tax. On November 7, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $101.40 for the above-mentioned international text messaging charges, international calling charges incurred on the November 3, 2016 billing statement, late fee and applicable tax. Ms. [redacted]’ account currently reflects a balance of $61.61 and consists of monthly access charges from November 3, 2016 through December 2, 2016. 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. William B[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 need to make sure that this account is clise and its showing zero balances and nothing went to showing on my credit regarding this. Sincerely, [redacted]

March 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 February 20, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, we will make effort to address Mr. [redacted]’s concerns in this letter.
T-Mobile regrets any concerns Mr. [redacted] has experienced when purchasing his handset. T-Mobile records indicate Mr. [redacted] was enrolled in out Simple Choice North America Family Plan for $80.00 for two lines of service per month, and $10.00 per additional line of service per month. Additionally, our records indicate Mr. [redacted] was not enrolled in an unlimited data feature for his mobile numbers ending in [redacted], [redacted], or [redacted].
Further, on November 24, 2016, T-Mobile records indicate Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering when he completed three purchases through his account access portal at www.my.t-mobile.com, for the following mobile numbers with associated trade-in handsets;
• An Apple iPhone 7 for mobile number ending [redacted] for $649.99 with zero down, and $27.09 per month.
o Trade-in of an Apple iPhone 6 handset for an estimated $100.00.
• An Apple iPhone 7 for mobile number ending [redacted] for $649.99 with zero down, and $27.09 per month.
o Trade-in of an Apple iPhone 5 handset for an estimated $36.00.
• An Apple iPhone 7 for mobile number ending [redacted] for $649.99 with zero down, and $27.09 per month.
o Trade-in of a Samsung Galaxy S 6 handset for an estimated $118.00.
Please note that the estimated trade-in values were to be applied in the form of a bill credit upon receipt of the handsets in like-new condition.
From November 24, 2016, through November 27, 2016, T-Mobile was running a promotion where customers that purchased an iPhone 7 using our EIP offering, traded-in a qualifying handset, and were subscribed to an unlimited data feature or selected our T-Mobile ONE rate plan were eligible to receive the iPhone 7 handset at a discount cost after trade-in credit, and 24-monthly promotional credits. As Mr. [redacted]’s mobile numbers ending [redacted], [redacted], or [redacted] were not enrolled in an unlimited date feature, and the T-Mobile ONE rate plan was not selected, Mr. [redacted]’s purchase was not eligible for the promotional offer.
T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted]; therefore, he may contact me at the number below to provide additional information that will allow us to further investigate this matter. 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

September 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 September 16, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. On April 8, 2014, Ms. [redacted] provided reverification of her employment with a participant of our Advantage Program. T-Mobile offered corporate discounts to individuals who were active employee’s at large businesses that were included in our corporate agreement list. This Discount Program was referred to as a The T-Mobile Advantage Program. This now grandfathered program allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers were required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offered new customers a $25.00 Reward Card for each new device or tablet that was purchased. Upon review, Ms. [redacted]’s account would no longer receive the monthly discount. T-Mobile records indicate on October 18, 2015, Ms. [redacted] activated a mobile internet line ending [redacted] on the Match Your Data up to 5GB rate plan for $10.00 monthly. At this time, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab A tablet for $0.00 down and $13.34 per month for 24 months. At the time of Ms. [redacted]’s purchases, T-Mobile was offering a promotion that would allow participating customers to receive a Samsung Galaxy Tab A tablet at no cost as the account would receive 24 monthly account credits in the amount of $13.34. The requirements of this promotion were to activate a mobile internet line with 1GB of internet or higher, purchase a Samsung Galaxy Tab A tablet on EIP, and purchase a qualifying Samsung handset on EIP or JOD. As Ms. [redacted] also took advantage of T-Mobile’s JUMP! On Demand (“JOD”) lease option for the Samsung Galaxy S 6 handset for mobile number ending [redacted], she met all requirements of the promotion. Please note that T-Mobile provides a return period to all customers allowing them to use the service and equipment to see if it meets their needs. If Ms. [redacted] found that the equipment was not acceptable, she could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation. Ms. [redacted] would also have been able to return her device for a refund, less any restocking fee. If the account is canceled, any remaining Equipment Installment Plan charges will be accelerated and become due in full with the final billing statement. After speaking to Ms. [redacted] on September 19, 2016, Ms. [redacted] requested the mobile internet line ending [redacted] be cancelled. As a courtesy, T-Mobile offered to allow her to return her Samsung Galaxy Tab A tablet and have the remaining tablet balance removed from her account. An email has been sent to Ms. [redacted] with the return instructions. Please note that in order to take advantage of this offer, Ms. [redacted] must have the equipment post marked for return no later than October 23, 2016. As an additional courtesy, T-Mobile applied credits totaling $110.00 for the eleven months of the Match Your Data up to 5GB rate plan charges Ms. [redacted] had paid for the mobile internet line ending [redacted]. Ms. [redacted] accepted this offer. As of the date of this letter, Ms. [redacted]’s account reflects a credit balance of $123.34. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response