T-Mobile Usa Inc

September 26, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 14, 2017, regarding the above-referenced file number.    T-Mobile regrets any concerns Mr. [redacted] had in attaining a Mobile Device Unlock for his equipment.  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. Please note that device unlock codes are provided as a courtesy to our customers for their T-Mobile equipment.  Pursuant to T-Mobile policy, when a device unlock code is requested for a postpaid account, the following requirements must be met:   ·         Device has been active on the T-Mobile network for 40 days; ·         Continuous device usage for at least seven (7) days;   T-Mobile was not able to locate a T-Mobile account with the information that Mr. [redacted] provided in his correspondence to your office.   In an effort to amicably resolve this matter T-Mobile, offered to provide the Mobile Unlock code once we received additional information of the device Mr. [redacted] was requesting the Mobile Device Unlock for.  However, on September 19, 2017, Mr. [redacted] advised T-Mobile that since filing the complaint he has returned the equipment and no longer requires the Mobile Device Unlock code. T-Mobile appreciates Mr. [redacted]’s feedback regarding T-Mobile’s Mobile Device Unlock policy.  T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.     Amor M[redacted] Executive Response Tell us why here...

January 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 31, 2015, from Ms. [redacted] regarding the above-referenced account. T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom program reimburses consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to ten lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required. 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 of early termination fees, 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 (2) 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 (8) 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. Our records confirm that Mr. [redacted] activated his account on September 2, 2015, with three lines of service ported from another provider. Mr. [redacted] selected our Simple Choice North America Unlimited Talk, Text and Data family rate plan at $80.00 monthly for the first two lines of service, and $10.00 monthly for each additional line of service. This rate plan includes unlimited voice minutes, text messages and data, with up to 2 gigabytes (“GB”) of high speed data in the United States, Canada, and Mexico. All three of Mr. [redacted]’ lines of service are also subscribed to handset protection at $8.00 monthly per line of service. Mr. [redacted]’ monthly access charges are $114.00 before applicable taxes. At the time of Mr. [redacted]’ activation, he participated in our Amped JUMP! On Demand lease program. This lease program allowed Mr. [redacted] to lease two Apple iPhone 6 Plus handsets and an Apple iPhone 6 handset at a reduced monthly payment, upon the trade in of his handsets from his previous provider. A trade-in credit of $258.00 was applied to Mr. [redacted]’ account on November 16, 2015. It is important to note that at the time of Mr. [redacted]’ activation, the Carrier Freedom program could not be combined with the Amped JUMP! On Demand program. T-Mobile records confirm that Mr. [redacted] submitted documents for early termination fee reimbursement on September 27, 2015. Regrettably, the documents submitted did not include the required information, and as such, a reimbursement was declined. Mr. [redacted] resubmitted documents on November 17, 2015. As handsets were traded in for the Amped JUMP! On Demand lease program for two of Mr. [redacted]’ lines of service, only one line qualified for a reimbursement. As such, on November 20, 2015, a reimbursement in the amount of $133.18 was sent to Mr. [redacted] via U.S. Mail. T-Mobile has reviewed the itemized final billing statement from Mr. [redacted]’ previous provider, and confirmed that there are qualifying charges in the amount of $439.18. In an effort to amicably resolve Ms. [redacted]’ concerns, on January 13, 2016, T-Mobile issued a credit to Mr. [redacted]’ account in the amount of $306.00, for the qualified charges minus the previously issued reimbursement of $133.18. Additionally, Mr. [redacted] will continue to receive the Amped JUMP! On Demand monthly discount on the leased handsets. Mr. [redacted]’ account remains active with a credit balance of $465.94. T-Mobile regrets any inconvenience Mr. or 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. Chris P[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:
From: [redacted] [mailto:[redacted]@msn.com] Sent: Saturday, August 26, 2017 6:17 AM To: Complaints <[redacted]@theRevdex.com.org> Subject: Complaint #[redacted]   I never received any notification from Revdex.com asking if my complaint had been resolved.  I did receive one phone call attempt from T-Mobile at an inconvenient time and we made an arrangement for them to call back the following day and they never did.  I stayed home all day for that call.  I only have 2 emails from Revdex.com.  The first stating the claim was opened and the second stating that I had a message and when I went to the message you had closed the claim.  You have let T-Mobile off of the hook.  This claim needs to be reopened because they are not following up and are still being dishonest in their billing practices!!! Sincerely, [redacted]   So happy to send from my iDevice

February 21, 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 9, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his billing. Starting from September 9, 2016, through September 25, 2016, for a limited time, new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) can get a new iPhone 7 for free (via bill credits) when purchased on Equipment Installment Plan (“EIP”). Starting September 15, customers must sign up for T-Mobile One plan. Customers will receive promotional EIP bill credits over 24 months to cover the cost of the device. Credits will begin within two bill cycles of purchase.
T-Mobile records indicate that on September 20, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of 3 iPhone 7 Plus 32GB’s. 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.
Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.09 for each handset, which appeared on the first bill following the purchase of the device. Regretfully, Mr. [redacted] was not eligible for the above promotion due to not subscribing to the T-Mobile One plan.
Nevertheless, as we want to ensure that our customers are provided the best experience possible, on February 11, 2017, T-Mobile offered to close the current EIP loans for the three iPhone 7 devices and adjusted a total $235.08 as a bill credit leaving his account with a credit balance of $28.00. Mr. [redacted] has agreed to and accepted our offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced file number.
T-Mobile regrets Ms. [redacted]’s concerns regarding the billing of her equipment. Upon speaking with Ms. [redacted], she confirmed her concerns are related to an account that she was formerly an end user on. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number and concern she provided. The account holder of record may add Ms. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, she may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Kimo C[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:
I was never told I was in a phone payment agreement or the monthly amount.   I was told I was being provided a FREE phone.  I cannot help but wonder what fine line their lawyers found to call it this to avoid the word "contract" I was told I was not getting.  
Yes, I read above that they said I can leave at any time, but since I am bound to 24 months of payments (that I didn't know about) it seems like a contract to me.  
They did tell me that I would get coverage in my areas but that is still not true and cannot be resolved.   
As for their contacting me I wonder if they called while they had my phone turned off or maybe I didn't get the call because of lack of coverage?  So as of today I have not heard from them and from reading the above it appears that they will do nothing to help me anyway.
In addition, I didn't know about the limited 14 day return policy.   Of course, the store clerk really didn't want me reading things and kept saying no one reads this stuff don't worry let me tell you what it really means.   Yes, I should be smarter to know that should have been the big red flag.   
So if anyone wants to do business with this company bring a lawyer.
I am very unhappy and sad to see that this is a very poor customer service phone provider.
Sincerely,[redacted]

Complaint: [redacted]
 
Greetings,
I have not responded to closing the case yet because I have not received the final bill from T-Mobile in the mail yet.  Until I have proof in writing that the bill amount is correct I prefer to leave this case open.  I fully expect it to be resolved just as the T-Mobile rep that contacted me promised it would be.  Thanks to the Revdex.com she contacted me quickly and I believe has handled it fairly and to my satisfaction.  I just want the proof in the form of the final bill with the correct amount before I am willing to sign off as the officially resolving the matter.  As soon as I get that bill I will contact the Revdex.com immediately.
Thank you for being such a powerful advocate,
[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.
Sincerely,
[redacted]

March 31, 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 March 24, 2016, regarding the above-referenced account. T-Mobile regrets to hear that Mr. [redacted] is not satisfied with our previous response dated March 22, 2016. T-Mobile has applied credits totaling $1,044.98 for the EIP charges associated with the two missing Apple iPhone 6s 64GB devices. Additionally, T-Mobile has confirmed that the initial down payment of $199.29 was returned to Mr. [redacted] as his financial institution returned the payment as unauthorized. Please note T-Mobile’s request for authorization to pull the funds from the card did not process successfully and failed. As a result, a fee of $31.51 was created which was later adjusted on February 25, 2016. As no payment was successfully processed for Mr. [redacted] down payment, T-Mobile would be unable to refund or credit Mr. [redacted] for the $199.29. In regards to Mr. [redacted] concerns regarding the $35.00 insufficient funds fee applied to his account. As referenced in our previous correspondence to your agency the fee was applied when Mr. [redacted] payment of $982.26 remitted on January 31, 2016, was backed out by his financial institution. Please note the $35.00 fee was credited by T-Mobile on March 3, 2016, but has not yet applied toward Mr. [redacted] open balance. On March 28, 2016, T-Mobile expedited this process by applying the $35.00 credit immediately. T-Mobile has confirmed that as of the date of this correspondence, Mr. [redacted] has been duly credited for the returned handsets. Mr. [redacted] account now reflects a credit balance of $32.72. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and I consent for the closure of this complaintagainst T-Mobile. I am hereby accepting the onetime credit of $100.00 proposed by T-Mobile. I wish the onetime credit of $100.00 to be set now on my account, since I had called the T-Mobile representative (at [redacted]) and left a voice message mentioning my agreement with the credit of $100.00.I appreciate very much the professionalism of the Revdex.com. Thanks for your assistance handling this case.Sincerely, [redacted]

August 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 12, 2016, regarding the above-referenced account. T-Mobile regrets Ms. [redacted]’ concerns regarding her Apple iPhone 6S Plus handset. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of the device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange 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 (“SWPF”), provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile confirms that as of August 17, 2016, a warranty exchange handset has been shipped to Ms. [redacted]. In an effort to resolve this matter amicably, T-Mobile has applied an account credit of $82.05, which includes the disputed SWPF and monthly recurring charges. The courtesy credit impacted Ms. [redacted]’ current account balance. The remaining account balance of $217.01 includes monthly recurring charges, Equipment Installment Plan charges, JUMP! On Demand lease payments and applicable taxes from the August 2, 2016, billing statement. 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. Pancho Q[redacted] Executive Response

February 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 January 27, 2017, regarding the above-referenced account.  Please be advised that T-Mobile made several attempts to contact Ms. [redacted] that have proven unsuccessful.  At this time, T-Mobile will respond to both you and Ms. [redacted] with this letter.  T-Mobile records confirm that Ms. [redacted] has been designated as an authorized user on the account by Ms. [redacted].
 
T-Mobile regrets that Ms. [redacted] has concerns with the replacement Samsung Galaxy Note 4 handsets.  Please be advised that the handsets we provide with our Handset Exchange Program are provided by the equipment manufacturer and they should have passed a multiple point quality check prior to be sent to a customer. 
 
T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Note 4 handset on March 28, 2015 for use with the mobile number ending in [redacted].  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 on the mobile number ending in [redacted] as she subscribes to the optional JUMP! 2.0 with Premium Handset Protection (“PHP”).  During the limited warranty period, Ms. [redacted] is eligible to receive an advanced replacement of the 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.  The Service Warranty Fee is $20.00 per handset replacement; or $5.00 per handset replacement if a mobile number subscribes to a PHP feature.
 
T-Mobile records show that we’ve issued credits to Ms. [redacted]’ account in the amount of $50.57 due to the handset concerns that Ms. [redacted] discussed with Customer Care.  T-Mobile does not offer, nor can we guarantee, that the replacement handsets from our Handset Exchange Program will be new.  T-Mobile records do not indicate that T-Mobile offered a new handset replacement to Ms. [redacted].
 
However, as a gesture of goodwill and in an effort to amicably resolve this matter for Ms. [redacted], on February 8, 2017, T-Mobile shipped a new Samsung Galaxy Note 5 handset to Ms. [redacted]’ address that she provided in the correspondence to your office.  T-Mobile did not charge the account for the new handset upgrade and it’s being shipped via UPS ground shipping. Ms. [redacted] should allow up to seven business days for delivery. 
 
T-Mobile appreciates Ms. [redacted]’ business and we regret any inconvenience that she 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am sending the device back and it will be received by July 21, 2015.Thank you.Sincerely, [redacted]

July 5, 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 25, 2017, 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 is pleased to report that we spoke with Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] ‘recent calls to our Customer Care.
T-Mobile regrets any concern Ms. [redacted] has in regards to her replacement device. On November 10, 2016, T-Mobile records confirm that Ms. [redacted] purchased an Apple iPhone 7 plus 128GB under T-Mobile’s Equipment Installment Plan (“EIP”) offering. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of the account this warranty has been extended as Ms. [redacted] subscribes to the optional Handset Protection feature. On June 4, 2017, Ms. [redacted] utilized her Handset Protection due to her original handset being misplaced. Ms. [redacted] stated she received the device from Assurant and it was defective.
T-Mobile offers a Handset Exchange Program, where we 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. On June 24, 2017, Ms. [redacted] was offered an advanced replacement of her device via T-Mobile’s Handset Exchange Program in which she declined.
In effort to amicably resolve this matter T-Mobile contacted Ms. [redacted] on June 27, 2017, and offered a handset exchange under our exchange program in which Ms. [redacted] accept. T-Mobile also provided Ms. [redacted] a credit in the amount of $56.00 toward her T-Mobile account leaving a revised credit balance of $56.00. Ms. [redacted] accept this as resolution to her concerns. T-Mobile apologizes for 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.
Nicole C[redacted] Executive Response

July 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated July 3, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any billing concerns Ms. [redacted] experienced after the transfer of her father’s phone number. Our records indicate that on June 6, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung GS7 handset.
Records also confirm that on March 13, 2017, a Change of Responsibility (“COR”) was completed for mobile number ending in [redacted]. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted]t was advised that she 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. T-Mobile records confirm that when the COR was processed the above mentioned EIP did not transfer off of Ms. [redacted]t’s account.
In an effort to amicably resolve this matter T-Mobile has removed the EIP from Ms. [redacted]t’s account therefore she will no longer be billed monthly for this equipment. T-Mobile is pleased to report that Ms. [redacted]t has accepted this offer as resolution in full.
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.
James H[redacted]
Executive Response

December 11, 2015
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 December 5, 2015, 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] had a discrepancy with the international call usage charges that were billed from October 10, 2015 to November 9, 2015.  Mr. [redacted]’s billing statement dated November 9, 2015 reflects international call usage charges totaling $481.58 for 246 minutes in calls to Haiti from his mobile number ending in [redacted].  During the billing period from October 10, 2015 through November 9, 2015, Mr. [redacted]’s mobile number ending in [redacted] placed 246 minutes in international calls to Haiti that were billed at $1.99 per minute as he did not subscribe to a discounted international dialing feature during that billing period. 
T-Mobile reviewed Mr. [redacted]’s disputed international calls and we confirmed that there was only one international call where he attempted to use a calling card to place the international call and the international call was a one minute call.  T-Mobile confirmed that all other calls did not have an international calling card used prior to the call. 
In the event that a customer uses an international calling card to place an international call, they are asked to dial the international number that they wish to reach and if they hit the ‘send’ button a second time after entering the international number, this action will end the call with the international calling card provider and then route the international call over T-Mobile’s network and international call usage charges are considered valid in this case.  However; this instance only occurred for one call out of the 246 minutes that were used for international calls to Haiti.
It is T-Mobile’s position that the international call usage charges that totaled $500.51, with taxes, were validly assessed.
As a gesture of goodwill and in an effort to fully resolve this matter, T-Mobile offered to re-rate the international call usage from the November 9, 2015 billing statement to reflect the $15.00 International Stateside with Mobile feature.  There were 246 minutes in international calls to Haiti that we re-rated to the discounted dialing mobile number rate of $0.56 per minute, which would have been $137.76 plus taxes of $5.41 for a total of $143.17 plus $15.00 for the International Stateside with Mobile feature, for a total of $158.17.  Mr. [redacted] was charged $500.51 with taxes, which is a difference of $342.34.  On December 2, 2015, T-Mobile issued a credit in the amount of $100.00 to the account toward the international calls and on December 11, 2015 we offered a final credit in the amount of $242.34; as final resolution in this matter and Mr. [redacted] accepted this offer.  On December 11, 2015, T-Mobile issued a credit in the amount of $242.34 to the account, which leaves a revised balance due in the amount of $324.43 for monthly access charges, the revised international call usage charges and taxes and surcharges.  Mr. [redacted]’s payment was due by December 2, 2015 although in an effort to provide him with additional time to remit payment without the risk of service interruption and or reconnection fees, T-Mobile placed a courtesy hold on collection efforts through January 11, 2016.  If Mr. [redacted]’s account reflects a past due balance after January 11, 2016, normal collection efforts will be resumed.
T-Mobile appreciates Mr. [redacted]’s business 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

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. If there are any issues on my next bill, I will resubmit the complaint.Sincerely, [redacted]

April 11, 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 6, 2017, regarding the above-referenced account.
T-Mobile regrets any further concerns Ms. [redacted] has experienced regarding her above-referenced T-Mobile account. As stated in our previous response dated April 4, 2017, please be advised that, upon receipt of Ms. [redacted]’s documentation on November 23, 2016, T-Mobile applied a credit to the account in the amount of $3,632.00 for charges through March 24, 2016, which reduced the balance to $728.84 which consists of monthly access charges, applicable taxes, and fees accrued during the period of March 24, 2016, through July 13, 2016. It is T-Mobile’s position that this balance is accurate as it was incurred after the bankruptcy file date.
Due to continued non-payment, on September 3, 2016, Ms. [redacted]’s account was transferred to the third-party collection agency, Convergent Outsourcing Inc., for collection of the outstanding balance. As of March 9, 2017, Ms. [redacted]’s account was transferred to the third-party collection agency, Sunrise Credit Services, for continued collection efforts. Ms. [redacted] may contact them at 1-800-645-9824 for payment options.
Furthermore, regarding treatment for Ms. [redacted]’s post-petition account balance, Ms. [redacted] may send updated bankruptcy documentation to the following:
T-Mobile USA, Inc.
Bankruptcy Department
P.O. BOX 53410
Bellevue, WA 98015-3410

Ms. [redacted] will need to include her above-referenced account number and her social security number with her documentation. Upon receipt of the updated bankruptcy documents, Ms. [redacted]’s account will be updated accordingly.
Furthermore, please be advised that T-Mobile has not received a notice of representation from Ms. [redacted]’s attorney. However, if Ms. [redacted] has retained legal counsel, all communication must be sent to T-Mobile’s Legal department via written correspondence at the following address:
T-Mobile Wireless
Legal Department
12920 SE 38th Street
Bellevue, WA 98006-1350
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 13, 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 2, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any inconvenience this matter has caused Ms. [redacted]. In her correspondence with your office Ms. [redacted] disputes the amount she pays each month for her rate plan. T-Mobile’s records indicate Ms. [redacted] contacted T-Mobile on March 28, 2017, to cancel her mobile number ending in [redacted]. At this time Ms. [redacted] updated her rate plan to the T-Mobile ONE with taxes inclusive plan. The new rate plan took effect on April 23, 2017, and consists of unlimited talking, texting and data for $155.00 per month before any auto pay discounts if applicable.
T-Mobile contacted Ms. [redacted] on June 6, 2017, via phone and offered to change her back to the Fourth Line Free Family Match plan which was prior to March 28, 2017. However, after further discussion Ms. [redacted] decided to remain on the T-Mobile ONE plan as listed above.
As a gesture of good faith T-Mobile provided Ms. [redacted] a onetime credit of $155.00 leaving a revised credit balance of $-155.00 on Ms. [redacted] account. Ms. [redacted] accepted our offer as a resolution to her concerns.
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] 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.
Nicole C[redacted] Executive Response

May 2, 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 April 21, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] has encountered on her T-Mobile account. T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”). EIP is a payment option that allows eligible customers to purchase handsets by making a down payment, if required, at the time of purchase and agreeing to pay the remaining balance in 24 installments. On October 14, 2014, Ms. [redacted] purchased an Apple iPhone 5S 16GB. Ms. [redacted] was not required to make a down payment; however, she agreed to 24 monthly installments in the total amount of 27.00. It is important to note that not all locations are able to directly accept trade-in devices. Some locations, like the one at which Ms. [redacted] processed her upgrade, required her to mail the device being traded-in to a return center. In this instance, the retail representative inspected the device and provided information as to the amount of the potential credit trade-in value of the device based upon its condition at the time of inspection. Ms. [redacted] was then presented with the terms and conditions of the trade-in and once Ms. [redacted] accepted the term the retail location then provided a mailing label and shipping envelope for the device. Customers are able to receive their upgrade device on EIP while the trade-in is being processed. Once received, it is again inspected and if found to be in acceptable condition, the agreed trade-in amount is added as a credit to the account. On September 19, 2015, Ms. [redacted] purchased an Apple iPhone 6S 64GB, she was required to make a down payment in the amount of $99.99 and agreed to 24 monthly installments in the total amount of $27.09 for the handsets. Ms. [redacted] elected to trade-in her the iPhone 5S 16GB for a trade-in credit of $125.00. On October 6, 2015, a trade-in credit of $125.00 was applied to Ms. [redacted]’s account. Please note the trade-in credit was not applied directly to the remaining EIP balance of $189.00 of the iPhone 5S 16GB. Ms. [redacted]’s account continued to be assed her monthly installment of $27.00 for the iPhone 5S 16GB and $27.09 for the iPhone 6S 64GB. On December 7, 2015, Ms. [redacted] was issued credits totaling $54.09 to her account. They were not applied to her EIP balance for the iPhone 5S which reflected a balance of $135.00 at that time. Ms. [redacted] continued to be assed her monthly installment of $27.00 for the iPhone 5S 16GB and $27.09 for the iPhone 6S 64GB. On April 13, 2016, T-Mobile closed Ms. [redacted]’s EIP balance of $54.00 for the iPhone 5S bring the EIP balance to zero. On April 25, 2016, T-Mobile spoke to Ms. [redacted] and applied a credit of $27.00 to her account, her account then reflected a balance of $84.48. T-Mobile confirmed with Ms. [redacted] that her open EIP for the iPhone 6S 64GB should not be closed since she did not make any additional payments toward the balance and that the remaining balance for the handset was $460.37. Ms. [redacted] was satisfied with the resolution and had no additional 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. Robert R[redacted] Executive Response