T-Mobile Usa Inc

April 28, 2016
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 Holder: [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 28, 2016 regarding the above-referenced account.  Please note that T-Mobile records show that [redacted] is the account holder of record and that [redacted] is not listed on the account.  However, we were able to speak with both Mr. [redacted] and Ms. [redacted] and are pleased to report that we have resolved the matter to their satisfaction.
T-Mobile is delighted that Ms. [redacted]’s mother and daughter chose T-Mobile as their wireless service provider and we welcome them to the Un-carrier family.  We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of the submission.  In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. 
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments.  The first payment is paid at the time of activation when a handset is traded-in.  At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account.  The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in.  That second payment is then remitted to the customer in the form of a prepaid bank card.  Our records reflect that when Ms. [redacted]’s mother and daughter activated their service they received a trade-in credit of $645.00 at the time of activation and, based on the amount owed to the prior carrier prepaid cards were issued on April 21, 2016, totaling $700.20 for the balance of the equipment installments charged by the prior carrier.
However, in an effort to amicably resolve the matter, on April 28, 2016, T-Mobile issued a refund of $645.00 or the equivalent of the trade in value received at activation to Ms. [redacted]’s checking account as a gesture of goodwill.  She should allow 1-3 business days to see the credit at her financial institution. 
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 when Ms. [redacted]’s mother and daughter activated service at our retail location.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
David T[redacted]
Executive Response

September 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 September 11, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.   T-Mobile records reflect that Ms. [redacted] purchased an Apple iPhone 6 16GB handset on February 29, 2016.  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 Premium Handset Protection (“PHP”) feature.   During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her 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, 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.  If upon return of the non-working handset, T-Mobile determines that the handset is out-of-warranty, an out-of-warranty fee, plus tax, will be charged to the account.   With regard to Ms. [redacted]’ handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty.  Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam.  Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets.  A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange.  It is T-Mobile’s position that the out-of-warranty fee assessed is valid and owed.   T-Mobile regrets any concerns Ms. [redacted] has in regards to the billing on her account.  T-Mobile records confirm that on April 15, 2017, Ms. [redacted] qualified for and took advantage of an Extended Payment Schedule (“EPS") on April 15, 2017, for an amount of $392.84 that was broken into six monthly installments in the amount of $65.47 for five installments and the sixth installment to be paid is $65.49.  An EPS is a payment arrangement that allows customers to pay their balance off in into installments that are billed monthly.   T-Mobile records confirm that Ms. [redacted] balance was currently $936.56 which is two bills included in one.  Please see below details of the mentioned balance.   Ms. [redacted]’ billing statement dated July 30, 2017, reflected a total balance of $716.02.  This balance included a past due balance of $161.13 and new charges including the out of warranty fee, the EPS, and service charges from July 24, 2017 through August 23, 2017 in the amount of $554.89.    Ms. [redacted] remitted a payment of $30.00 on August 7, 2017, which left a revised balance of $686.02.  Since Ms. [redacted] did not remit payment for the full balance, the remaining balance of $686.02 carried forward to Ms. [redacted]’ following billing statement.    Ms. [redacted]’ billing statement dated August 24, 2017, reflected a total balance of $936.56.  This balance included a past due balance of $686.02 and new charges, which included the EPS, and service charges from August 24, 2017 through September 23, 2017, in the amount of $250.54.  It is important to note that Ms. [redacted] has not remitted a payment since the payment of $30.00 that was remitted on August 7, 2017.  Based on the information provided, Ms. [redacted]’ balance is valid and owed.   On September 8, 2017, Ms. [redacted] set up and agreed to a payment arrangement to prevent her services from suspended being that she has a past due balance.  The terms of the payment arrangement that Ms. [redacted] set up was for her to pay $370.56 on September 22, 2017, and $566.00 on October 6, 2017.    In effort to amicably resolve this matter, as a courtesy T-Mobile provided a onetime adjustment for the out of warranty fee in the amount of $250.17, which left a remaining balance of $686.39.  As an additional onetime courtesy, T-Mobile also removed the payment arrangement that Ms. [redacted] agreed to and placed a onetime collection hold on Ms. [redacted] account until October 20, 2017, pending Ms. [redacted] makes a payment every two weeks in the amount of $228.80 starting on September 19, 2017.  Ms. [redacted] is aware that if she does not keep this arrangement the collection hold will be removed and there will be go guarantee of service after that.  Please be advised, a collection hold does not prevent normal billing statement to be generated and paid by its due date.  Ms. [redacted] accepted this as resolution to her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Nicole C[redacted] Executive Response

February 16, 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 4, 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 concern within this letter.
T-Mobile regrets any concern to Ms. [redacted] in regards to her participation in T-Mobile’s Carrier Freedom offer. In early 2014, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. With Carrier Freedom, consumers can get reimbursed for their current carrier's early termination fees or device payment plan remaining balances (“cancellation costs”) as trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices. Consumers can get up to $650.00 per line, based on the cancellation fees reflected on the previous carrier's final billing statement. Each line for which reimbursement is requested must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in, and a new T-Mobile device purchased for use on that mobile number.
In order to qualify for the reimbursement, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
It is important to note that Ms. [redacted] did port in her mobile number, traded in an Apple iPhone 6s, and purchased a T-Mobile handset which she has met all the Carrier Freedom requirements. Please note that at the time of activation on December 20, 2016 Ms. [redacted] traded in her [redacted] handsets and received a trade in credit in the amount of $185.00 which applied towards her upfront costs and a remaining credit of $99.34 was applied to her account. On January 25, 2017 T-Mobile received Ms. [redacted] Carrier Freedom reimbursement form and was approved for a refund of $139.94 for the difference due of her equipment after the deduction of her trade in credit of $185.00. T-Mobile has accurately honored Carrier Freedom for Ms. [redacted].
However, in an effort to amicably resolve this matter, on February 10, 2017 T-Mobile applied a courtesy credit in the amount of $185.00 to Ms. [redacted]’ account leaving a credit balance of $109.52. 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.
Oscar 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 under one condition: the promise of an improved network is actually fulfilled within a reasonable time frame. I do ask that you keep your customers posted on the progress in a place where customers can easily access this information  (main website, Facebook, Twitter, etc...). And I also would like an assurance that your company will put an end to "data prioritization" once and for all, and instead, go back to the old ways of granting access on a first-come, first-served basis!Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I called Miss Diana J[redacted] many times leaving voicemails and I also wrote her to let her know that precisely it's the handset or SIM or number they're trying to reach that is unavailable ! Their stubbornness to accept the issue but continue to call on that out of use number seem to be done on purpose.
I also advise Miss J[redacted] that I had already paid my February bill before she claimed to have credited any kind of amount on it. Hence there is absolutely no credit from T Mobile on my account as it was already paid in full by myself for the month in dispute.
And last but not least Miss J[redacted] technical advices are the same that I went through with T-mobile online support previous to my complaint with the Revdex.com (as stated on Trouble ticket [redacted])
I am copying my email exchange with T mobile executive Diana J[redacted] here :
Feb 10 at 1:59 AM
 
Dear Diana 
as I wrote to the Revdex.com the handset registered with the number ending in [redacted] is not working properly, either due to a problem with the handset or with your network (or your local partners), or the SIM card, hence calling that number will most likely send you to a voicemail or a big void (I also sent you an email providing you with a local phone number so you could reach me at any given moment- you might have skipped it).
As you advertise your company as a service provider with uninterrupted service in a certain number of countries (including France) you should advertise also the fact that you don't guarantee the service.
I bought the handset in prevision to my trip (unfortunately due to a terminal illness ending in my mother's passing) to avoid any issue related with an outdated equipment.
I performed all the actions you recommend on my first contact with your Support team and none brought the connection to the service back into my phone.
This situation has been constant now for over 2 weeks and I am still loosing business due to the impossibility for me to carry a US phone and number around with me.
I appreciate that you gave me a credit for this month of usage (that for your information I had already paid on 01/30/16 ) I am not enjoying due to a problem related to either your handset, network or SIM card but in all cases YOUR company !
I would now appreciate a viable solution that brings some connectivity into my world.
I am 7 hours ahead of CST and you can contact me through + [redacted] so we can discuss a real solution not another advice on how to setup my phone in the same way your support service had me doing it over and over 2 weeks ago.
Regards
[redacted]
February 9, 2016
VIA EMAIL
[redacted]@yahoo.com
Dear Mr. [redacted],
T-Mobile is in receipt of your correspondence to the Revdex.com regarding your international coverage concerns.  I attempted to reach you on the mobile number ending in [redacted].  Unfortunately, the line went straight to a busy signal.  I also realized that it is very early in [redacted], and if you are still there, I did not want to wake you up.  I wanted to advise you that I have credited the balance on the account, $69.89, for the billing cycle charges that are due on February 17, 2016, bringing the account to a zero balance.  I have followed up with our engineering department as well.  They have advised that they were able to determine that your handset is provisioned correctly, and is not showing any errors connecting to the network.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas when roaming on other carrier’s networks.  They did recommend to power down your handset, check and verify if your device is on auto to register back on the carrier’s network and test your SIM card with a good known device to see if the same errors occur with it.  It could also be the carrier’s cell equipment, signal or congestion issues while on their network.  Please let me know if you need any instructions on how to set the handset to auto register and I can send you instructions. I appreciate your time and look forward to speaking with you.
Thank you,
[redacted]
Sr. Specialist
Executive Response
1-877-290-6323 ext. [redacted]
M-F, MST 8:30a.m.-5:00p.m.
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, only because I cannot do anything about taxes, however I know that taxes do not go up every month and I will find another carrier, so that my payments will be the same every month. Sincerely, [redacted]

November 25, 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 21, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] has experienced during his recent call to our Customer Care. After speaking with Mr. [redacted] on November 22, 2016, we are pleased to advise that Mr. [redacted]’s concerns have been resolved. Mr. [redacted] was advised of self-help options, as well as other means to manage his account at times of high call volumes. As a courtesy, T-Mobile issued a credit in the amount of $40.00 toward his account. As of the date of this correspondence, Mr. [redacted]’s account reflects a balance of $223.27. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ronnie A[redacted] Executive Response

From: [redacted] [mailto:[redacted].[redacted]@[redacted] Sent: Wednesday, May 18, 2016 10:18 AMTo: [email protected]: ID# [redacted]Importance: High
 
[redacted].
Bordentown, NJ 08505
[redacted]
 
 
Dear Sir/Madam,
My name is [redacted]. My complaint number is ID [redacted]. I have been in contact with T-Mobile via email and phone.
To date no one has return my phone calls or emails. I am attaching the last email.
Please help me to resolve this matter with T-Mobile in getting a new phone or refund. I am still having problems with the phone that I currently have.
 
Thanking You In Advance,
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and I do not agree with it. First they are stating that I never informed them that the screen was broken (which I had). Also they are saying that declined the protection plan for the phone which I did not because when I received the phone back in June I told them to put that on the plan as well (which they did not). I was not informed that I would be charged $400 dollars for the phone. Also the letter writer addressed me as Ms. [redacted] at the beginning of one of the paragraphs. Now because of all of this I have to take time out of my day to go to the post office to try and find this phone that I sent back. If I didn't have time back in August to do so, what makes them think I have time now. Sincerely, [redacted]

June 10, 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: SSBD Guard 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 2, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is SSBD Guard, and that they have designated Ms. [redacted] as an authorized user of the account. We are pleased to report that T-Mobile has resolved this matter to Ms. [redacted]’s satisfaction. We are sorry to hear that Ms. [redacted] had concerns with getting her old number back. Our records confirm that the mobile number in question ending in [redacted] was canceled on account number [redacted], on which Ms. [redacted] is an authorized user, due to non-payment on April 1, 2016. Please note that T-Mobile waits a 60 day period before reassigning mobile numbers after cancelation. As such, on May 31, 2016, mobile number ending in [redacted] was released to another customer. Nevertheless, in an effort to amicably resolve this matter, on June 7, 2016, T-Mobile contacted the new user of mobile number ending in [redacted], at which time that user agreed to release their number to Ms. [redacted] and elect for a new mobile number. The mobile number ending in [redacted] was successfully transferred to Ms. [redacted]’s account. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully requ[redacted] 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. Taylor B[redacted] Executive Response

August 4, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 29, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets that Mr. [redacted] has experienced issues with the balance for the Carrier Freedom reimbursement that he received and with his attempts to receive a refund to the card.  The pre-paid reimbursement cards have a pre-loaded balance on them and the cards can be used at any merchant that accepts MasterCard; however, the cards are not designed to accept refunds and once a balance is transferred off a card, the card is unable to accept a refund if a merchant attempts transfer a refund back to the card.  In an effort to resolve this matter, on August 3, 2016, T-Mobile issued a credit in the amount of $324.99 to Mr. [redacted]’s account, which leaves a credit balance on the account in the amount of $379.82.  The reimbursement card in the amount of $324.99 was Mr. [redacted]’s reimbursement from our Carrier Freedom for his cost to switch to us.
 
T-Mobile records confirm that Mr. [redacted] traded-in three Samsung Galaxy S5 handsets at the time of activation that each received an $80.00 trade-in credit.  Mr. [redacted] would have paid $217.15 at the time of activation for equipment charges and taxes although the trade-in credits that he received for the Samsung Galaxy S5 handsets were applied to the cost he would have paid at the time of activation and the remaining trade-in value in the amount of $22.85 was issued as a credit to Mr. [redacted]’s account on April 17, 2016 at the time of activation. 
 
T-Mobile appreciates that Mr. [redacted] activated services with us and we regret any inconvenience that he 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

October 4, 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 September 30, 2017, regarding the above-referenced account.
T-Mobile regrets any confusion Mr. [redacted] has encountered regarding our switching cost reimbursement offer.
With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade in their devices. T-Mobile may, at times, provide additional benefits to this offer that target customers of specific providers, however the same eligibility terms apply in such instances. Starting May 31, 2017, and for a limited time, [redacted] customers that port over to T-Mobile as part of Carrier Freedom can do so without trading in their device; this limited time offer is called #GetOutoftheRed! and, aside from not being required to perform a trade-in, the same eligibility requirements as all Carrier Freedom reimbursements must be met.
T-Mobile records confirm that, on March 23, 2014 the mobile numbers ending in 8275 and 8276 were ported to Mr. [redacted]’s then active account number 942740159. At that time, Mr. [redacted] submitted a request for Carrier Freedom reimbursement and provided a final billing statement from [redacted] Wireless which reflected two early termination fees $250.00 per line. This reimbursement request was honored as the eligibility requirements at that time were fully met. It is important to note that the terms of switching cost reimbursement state that there is a limit of one offer being honored per subscriber. Regretfully, Mr. [redacted] ported his mobile numbers to a different provider on October 25, 2014 canceling this account number.
On September 30, 2017, Mr. [redacted] activated account number [redacted] when he again ported both the 8275 and 8276 numbers from [redacted] Wireless back to T-Mobile. Because Mr. [redacted] had previously received switching cost reimbursement upon his first switch to T-Mobile, he is not eligible for additional reimbursements. Nevertheless, an effort to reach an amicable resolution, T-Mobile has applied a one-time credit of $500.00 to his T-Mobile account. Mr. [redacted] understands this is the only exception that will be made for this offer and if he chooses to leave T-Mobile, he will not be provided any compensation should he choose to return in the future. As of the date of this letter, Mr. [redacted]’s account reflects a credit balance of $380.00 which will be applied to future billing statements until it has been depleted.
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.
Liana G[redacted] Executive Response

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me however I have a few corrections/questions to make to their response: The T-Mobile Signal Booster was not mailed to me as stated; it was given to me at the T-Mobile store when I signed up. T-Mobile signed for the Signal Booster on December 16, 2016 at 10:18am (I have the UPS tracking info). T-Mobile responded: “Upon receipt of Ms. [redacted] correspondence from your office, T-Mobile confirmed receipt of the Signal Booster on January 9, 2017”. If T-Mobile confirmed receipt of the Signal Booster on January 9, 2017 as stated, then why was money taken from my bank account on Jan. 21st for a “non-return” payment!? Also, I did not file the complaint with Revdex.com until 1/30/17. Thank you for your help in resolving this matter,
Sincerely,
[redacted]

November 17, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 13, 2016, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and she has designated [redacted] as an authorized user of the account.  We are pleased to report that upon speaking with we can confirm that his concerns have been resolved to his satisfaction.
 
T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family.  We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission.  As Mr. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. 
 
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments.  The first payment is paid at the time of activation when a handset is traded-in.  At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account.  The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in.  That second payment is then remitted to the customer in the form of a prepaid bank card. 
 
Upon review of Mr. [redacted]’s submission, T-Mobile received two [redacted]’s billing statements. On December 26, 2015, we received a submission for mobile number ending [redacted]. This submission included two final charges for phones Mr. [redacted] traded in; the Note 3 with a final balance of $176.45 and an Apple iPhone 6 Plus with a final balance of $773.70. As both phones were listed under Mr. [redacted]’s mobile number ending [redacted] and with him accepting a promotional offer for bill credits towards his new lease agreement for a T-Mobile Apple iPhone 6S, Mr. [redacted] was declined for the Carrier Freedom Reimbursement.
 
On January 5, 2016, T-Mobile then received Mr. [redacted]’s second submission of his [redacted] bill for his mobile number [redacted]. On this statement it reflected a final balance of $108.74 for a Samsung Galaxy S4, which unfortunately was not traded in, therefore this submission was also denied. We apologize for the inconveniences this caused Mr. [redacted].
 
Although, it is T-Mobile’s position that Mr. [redacted] was appropriately denied for our Carrier Freedom reimbursement, as a courtesy and in an effort to amicably resolve his concerns, T-Mobile has offered to issue a refund in the amount of $703.45 in the form of a prepaid credit card to the address on the account in order to fulfill Mr. [redacted] Carrier Freedom submission. The $703.45 consists of the Note 3 reimbursement of $176.45 minus the $123.00 trade in value received at the time of activation, leaving $53.45 to be paid out, plus the $650.00 requested on the Apple iPhone 6 Plus. Please note that on November 17, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to their concerns which they has accepted and considers this matter resolved to their satisfaction.
 
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.
 
Christina S[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 8, 2016, regarding the above-referenced account. Please note that our records confirm that [redacted] has designated [redacted] as an authorized user of this account. T-Mobile is pleased to have resolved this matter to Ms. [redacted] satisfaction. T-Mobile regrets any coverage concerns that Ms. [redacted] has experienced. Although we cannot guarantee coverage in any one place, we do our best to approximate coverage in the places that are most important to our customers. T-Mobile records confirm that Ms. [redacted] home area is limited to very good outdoor coverage, with only marginal indoor service. T-Mobile is working tirelessly to expand our network and tries our best to keep our customers in the loop regarding anticipated improvements. Although we have recently upgraded the towers in Ms. [redacted] area, we regret if our recent network upgrades did not meet Ms. [redacted] expectations. As such, upon corresponding with Ms. [redacted] regarding this matter, T-Mobile offered to allow her to return her devices to T-Mobile to be relieved of the remaining account balance. Upon receipt of Ms. [redacted] handsets and chargers in good/working condition to our office, T-Mobile will issue a credit in the amount of $1,908.74, thereby leaving Ms. [redacted] account closed with a zero balance. In the meantime, the account has been placed on hold to prevent collection activity. Ms. [redacted] was advised that the following handsets and their chargers would need to be included in the return to receive full credit: • iPhone 6 Gray 16GB (two devices) • iPhone 6 Silver 16GB • iPhone 6 Gold 16GB • iPhone 6+ Gray 16GB In addition, T-Mobile recommended that Ms. [redacted] request a return tracking number when shipping the equipment, and that she retains a copy of the return tracking number for her records, as T-Mobile is not responsible for equipment being returned. We also asked that Ms. [redacted] please include account information within the box to ensure that she receives the proper credit upon receipt of the devices. Please be advised that if our final examination of the equipment indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, or the Find My iPhone feature is activated on the handsets, the equipment will be returned to Ms. [redacted] and the final balance of $1,908.74 will then be considered valid and owed. Please note that Ms. [redacted] accepted this offer as resolution in full to her concerns, and has already contacted our office to provide the return tracking number, with an anticipated delivery date of March 16, 2016. T-Mobile has agreed to contact Ms. [redacted] upon receipt and inspection of the handsets. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted] Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution good enough. Although I was frustrated with their response to the Revdex.com. They've intentionally left out the information that finds any fault with their company and then try to look like a good sport when they offer to help fix their own mess a solid month later. Please feel free to take the complaint down, as the less ties I have to T-Mobile the better. I've been very unimpressed with the lack of professionalism I have been shown. I'll use up the credit until it's gone and then we will part ways. Sincerely, [redacted]

April 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Riverside [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 5, 2016, 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. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and they have designated [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] experienced in her effort to cancel her T-Mobile business account. T-Mobile records indicate on July 22, 2015, Ms. [redacted] activated five lines of service on our Business North American Unlimited rate plan with 10 Gigabyte (“GB”) of data. T-Mobile records indicate that Ms. [redacted] elected to purchase handsets on our Equipment Installment Plan. Due to an inadvertent error, Ms. [redacted]’s account was not canceled immediately upon the return of her equipment to our National Return Center. T-Mobile regrets any inconvenience Ms. [redacted]. T-Mobile has confirmed the returned of Ms. [redacted]’s handsets to our National Return Center, and as such her account was successfully canceled on April 4, 2016. Furthermore, T-Mobile applied an adjustment to the account, leaving Ms. [redacted]’s account closed with a zero balance. Additionally, T-Mobile has removed the pending charges for the handsets put on our Equipment Installment Plan. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 10, 2017, regarding the above-referenced account.
Please be advised that after speaking with Ms. [redacted] on March 28, 2017, she indicated her concerns were in relation to the promotional offer detailed below, and not regarding a bill-cycle change.
T-Mobile regrets any billing concern Ms. [redacted] may have, and we appreciate the opportunity to address her concerns. T-Mobile records indicate Ms. [redacted] started service on November 21, 2016, with four lines of service, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and $25.00 per additional line of service. Please note that Ms. [redacted] account was billed using our Bill-Current¬ system which means she billed from the 2nd of one month through the 1st of the next month. Please also note that T-Mobile records do not indicate a request to the billing-cycle was made, and Ms. [redacted] account continues to be billed from the 2nd of one month, through the 1st of the next month.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new customers like Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Ms. [redacted] account keeps the voice lines active, she is eligible for the free promotion.
Due to an inadvertent error, Ms. [redacted] account was not enrolled in the promotional offer. After speaking with Ms. [redacted] on March 29, 2017, her account was enrolled in the promotional offer, and is scheduled to receive the monthly credits going forward. Additionally, T-Mobile issued a credit in the amount of $137.74 for the billed charges associated with the promotional offer, and as of the date of this letter, the account reflects a zero-balance and remains enrolled in the promotional offer. Going forward, Ms. [redacted] can expect an estimated monthly billing statement of $206.00 plus applicable taxes and fees and prior to any promotional credits being applied. 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.
Ronnie A[redacted] Executive Response

Complaint: [redacted]
Date Sent: 4/11/2017 12:00:00 AMComplaint: [redacted] This is regarding the case number below I received a phone call from [redacted] from the presidents office 2 days ago I left a message for him 2 call me st 2 different times yesterday he didn't call back. I called 2 additional times today no response. His weekend is Friday and Saturday my bill is currently 455.00 because it is so high I pay a little at a time please advise what I should do  [redacted]Sent from my iPhone