T-Mobile Usa Inc

May 2, 2018
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, 2018, regarding the above-referenced account.
T-Mobile regrets any concern that Ms. [redacted] may have regarding her account. Please be advised that a billing statement dated April 7, 2018, was sent to Ms. [redacted] reflecting a balance of $217.00 due on April 27, 2018. This balance consisted of monthly recurring charges (“MRC”) for services rendered from March 7, 2018, through April 8, 2018, and Equipment Installment Plan (“EIP”) charges. T-Mobile records indicate that on April 10, 2018, Ms. [redacted] remitted a payment of $35.00, however, due to an administrative error, the payment was posted to the wrong account. On April 17, 2018, T-Mobile located the missing payment and transferred it to Ms. [redacted]’s account. This payment updated Ms. [redacted]’s account balance to $182.00. On April 19, 2018, Ms. [redacted] remitted another payment of $112.00, updating the balance to $70.00. As Ms. [redacted] is enrolled in our AutoPay service, on April 25, 2018, T-Mobile withdrew the remaining balance of $70.00 from Ms. [redacted]’s financial institution. This payment settled the account balance to zero. However, T-Mobile records indicate that on that same day Ms. [redacted] remitted two additional payments totaling $70.00. As such, Ms. [redacted]’s account balance was updated to a credit balance of $70.00.
Upon speaking with Ms. [redacted] on April 30, 2018, T-Mobile offered to reimburse the credit balance of $70.00 back to her financial institution. Please note that Ms. [redacted] accepted the refund. As such, Ms. [redacted]’s should receive the funds within three business days.
In addition, T-Mobile confirmed with Ms. [redacted] that the settings on mobile number ending with 0349 have been configured to allow the line to access and manage the account via the T-Mobile application and T-Mobile.com. Going forward, the authorized user of the account should not have problems when remitting a payment via the T-Mobile application or T-Mobile.com. We regret any inconvenience this may have caused 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. 341-8018.
Very truly yours,
T-MOBILE USA, INC.
Mercedes [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 that is IF I did recieve the via email that T-Mobile claimed to submit to me.  I have not recieved any emails or statements from T-Mobiel.  And what there part of the email missing that I called NUMBEROUS times to get a statement from T-Mobile which I never got.  I am not trying to get OUT of paying a bill...  Thanks for the curtosey of crediting some of the Collection dues even when I should have not been turned over in the first place.  The total amount collection dues should have been removed.,  But if I have to pay a little more to get this resolved then I guess as a single parent of two will do that.  I will never use T-Mobile ever ever agian.  AND I will make sure that I will let people know T-Mobile is not where you want to do business with.  All I want is this to be resolved and T-Mobile out of my hair.  PLEASE TMobile send me that statment.   Sincerely, [redacted]

September 7, 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 August 25, 2017, regarding the above-referenced prepaid number. We are glad to report that upon speaking with Ms. [redacted], she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile is sorry to hear of Ms. [redacted]’s concerns with the activation of her service and the functionality of her non-T-Mobile device on our network. Please be assured that T-Mobile makes every effort to provide complete and accurate information to our customers. We apologize if Ms. [redacted] feels that this was not her experienced.
T-Mobile records confirm that Ms. [redacted] activated her prepaid service on August 23, 2017, with mobile number ending in [redacted]. Ms. [redacted] selected our $30.00 Tourist rate plan and remitted payment in the amount of $43.55 from which $10.00 was for the Sim Starter Kit, $30.00 for the monthly service, applicable taxes and fees. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid 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.”
T-Mobile records confirm that Ms. [redacted] was using a non-T-Mobile branded iPhone 5 device. It should be noted that while an unlocked iPhone 5 from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked iPhone 5 worked on our network; however, certain advanced features may work sporadically or not at all.
For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device.
On August 27, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns the information mentioned above. Although outside of T-Mobile policy, to amicably resolve this matter, T-Mobile offered to issue a refund to Ms. [redacted] in the amount of $43.55 in the form of a prepaid card for the payment she remitted at the time of activation, subject to Ms. [redacted] providing us with a copy of her purchase receipt, which Ms. [redacted] accepted as a resolution to her concerns. On August 29, 2017, Ms. [redacted] provided T-Mobile with a confirmation of her purchase receipt and the address to send her refund card to. Ms. [redacted] provided T-Mobile with an international address; please note that unfortunately, T-Mobile is unable to send the prepaid card internationally. We have requested for Ms. [redacted] to provide us with a domestic address to send her refund to. T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns and we regret any inconvenience to her.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

June 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 23, 2016, regarding the above-referenced account. Upon speaking with Ms. [redacted], T-Mobile was able to verify that she and Ms. [redacted] are the same person. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]' satisfaction. T-Mobile sincerely regrets if any third-party collection agency on T-Mobile’s behalf has been uncourteous. Upon speaking with Ms. [redacted] she identified the third-party collection agency as Amsher. T-Mobile thanks Ms. [redacted] for her feedback regarding Amsher and will forward it to the appropriate department for review. A review of Ms. [redacted]’ outstanding balance of $199.02 reflects the following: On March 4, 2015, a final billing statement in the amount of $374.02 was produced. This balance represents past due charges for the prior month of services rendered from February 14, 2015, through March 13, 2015, a $264.00 final month Equipment Installment Plan (“EIP”) charge for an Apple iPhone 5s purchased on February 10, 2014, and applicable taxes and fees. Please note that payment was not remitted to T-Mobile toward this balance. As a result of continued non-payment, the account was referred to a third-party collection agency, Diversified Consultants Inc. on June 12, 2015. During the period the account was with the collection agency Diversified Consultants Inc., Ms. [redacted] remitted five payments in the amount of $35.00 on July 17, 2015, August 14, 2015, September 11, 2015, October 9, 2015, and November 9, 2015. These payments left Ms. [redacted] with a remaining account balance of $199.02. It is important to note the account was later transferred to the third-party collection agency Amsher on February 14, 2016, which is where the account currently resides. Should Ms. [redacted] like to remit payment for the remaining balance on the account she my contact T-Mobile directly at 800-937-8997 or by contacting Amsher directly at 877-322-9724. Upon speaking with Ms. [redacted] she 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. Zachary S[redacted] Executive Response

March 4, 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 a letter dated February 20, 2016, from [redacted] 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 Mr. [redacted] as an authorized user of the account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his handset order. T-Mobile records reflect that Mr. [redacted] purchased an Apple iPhone 5s Silver handset with 16GB of memory on August 18, 2014. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. Alternatively, Mr. [redacted] can replace his device through a post-exchange program 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. T-Mobile records reflect that Mr. [redacted] participated in the Handset Exchange Program on January 25, 2016. As Mr. [redacted]’s handset issues were not resolved with the second Limited Warranty exchange, in an effort to amicably resolve the matter, and at Mr. [redacted]’s request, and although it is outside the 14-day return period allotted to Mr. [redacted] to return his non-working handset to the point of sale after purchase, on January 28, 2016, T-Mobile ordered Mr. [redacted] a new Apple iPhone 5s handset and agreed to credit the cost of the handset in its entirety. This amount totaled $508.23; $449.99 for the handset, $33.25 for the taxes and $24.99 for overnight shipping. Unfortunately, due to an inadvertent error, Mr. [redacted]’s handset was ordered utilizing T-Mobile’s Equipment Installment Plan (“EIP”) offering, where Mr. [redacted] agreed to make 24 monthly installment payments in the amount of $18.75. On February 25, 2016, T-Mobile applied a courtesy credit of $508.23 to Mr. [redacted]’s account and closed the remaining EIP of the Apple iPhone 5s handset. Additionally, as Mr. [redacted] had a remaining EIP balance of $77.96 on the original Apple iPhone 5s, T-Mobile applied an additional courtesy credit of $77.96 to Mr. [redacted]’s EIP, effectively closing the EIP. Mr. [redacted] has accepted this as a resolution to his concerns. Mr. [redacted]’s account remains active with a balance of $186.17 for the billing cycle charges from January 11, 2016, through February 10, 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

Revdex.com:
From:[redacted]          [redacted] 
        [redacted] [redacted]     Good morning Victoria Carrillo,   I, [redacted] request the complaint I filed Case# [redacted] on 4/24/2017 be closed or...

cancelled. I spoke with T-Mobile and there was misunderstanding on my part of their "Return Process Time". I apologize for any inconvenience.   Confirmation email requested.   Sincerely,   [redacted]

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 20, 2017, regarding the above-referenced prepaid mobile number.
T-Mobile records indicate that on April 18, 2017, Mr. [redacted] activated one line of service under the $75.00 Prepaid T-Mobile ONE rate plan. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted] area, T-Mobile shows that he should expect 4G LTE coverage in most buildings and homes.
Please note that T-Mobile allows customers to bring their own devices and we do not require that they purchase a device from us. The device must be compatible with our network and capable of using a T-Mobile System Identifying Module (“SIM”) card. However, full functionality on our network cannot be guaranteed when using a non-T-Mobile device. While an IMEI number is not required to activate service, if the IMEI associated with the handset has been blocked as either lost or stolen, the handset cannot be activated. Customers may check their device eligibility by visiting www.T-Mobile.com/bring-your-own-phone.html.
Upon speaking with Mr. [redacted] on May 1, 2017, he stated that he was no longer interested in continuing service with T-Mobile. While T-Mobile prepaid services are non-refundable, as a courtesy, T-Mobile sent Mr. [redacted] a refund prepaid card in the amount of $75.00. Mr. [redacted] should expect receipt of the refund card within the next 10 business days.
Additionally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent 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.
Mercedes V[redacted]
Executive Response

October 6, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 29, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] experienced upon activating T-Mobile service. We further regret the inadvertent billing of international long distance calls. T-Mobile records confirm the return of two handsets on August 18, 2015, one handset on August 19, 2015 and one handset on August 20, 2015, at the T-Mobile National Return Center. In an effort to resolve this matter amicably, T-Mobile has credited the canceled account to reflect a zero balance due to very limited usage with the four lines of service. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted] credit report to reflect the change. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

September 28, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 16, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to payments from her personal checking account. As of September 25, 2017, in an effort to provide an amicable resolution, Ms. [redacted] was advised to provide documentation from her financial institution showing the charges referenced in her complaint which she may email to me at [redacted]@T-Mobile.com.  Once the documentation is received, if we discover any error, applicable credits will be issued 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.   Jessica G[redacted] Executive Response Tell us why here...

April 12, 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 9, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated to the 2016 Friends and Family Two Lines On Us promotion and the recent change of his rate plan.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers. To be eligible for up to two free lines of service via monthly promotional bill credits, Mr. [redacted] was required to activate up to two new lines during the promotional timeframe and maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines needed to be newly added lines, not existing lines, and customers were only eligible to have up to two free lines per account.
According to our records on November 27, 2016, Mr. [redacted] activated the voice line ending in [redacted] and the mobile internet (“MI”) line ending in [redacted]. Please be advised that the line ending in [redacted] is an add-on-line on the account and it was charged an additional $25.00 per month. The mobile internet line ending in [redacted] was subscribed to our Simple Choice North America MI 6 GB rate plan for $35.00 per month and on February 13, 2017, pursuant to Mr. [redacted]’s request, the MI rate plan was changed to the T-Mobile ONE Tablet rate plan for $ 75.00 per month. Please note that on all of our T-Mobile ONE rate plans for postpaid accounts customers are eligible for a $5.00 monthly bill credit on each line of service.
Regrettably, Mr. [redacted] is not eligible for the 2016 Friends and Family 2 lines On Us promotion as the above mentioned lines of service were not activated during the promotional timeframe. Additionally, on April 9, 2017, pursuant to Mr. [redacted]’s request, the mobile internet line ending in [redacted] was cancelled.
On February 13 2017, pursuant to Mr. [redacted]’s request, T-Mobile changed his rate plan to T-Mobile ONE Taxes Included rate plan which will total $205.00 per month for his four voice lines of service ending in [redacted] and [redacted]. Please note that when the rate plan change was completed on Mr. [redacted]’s account the new rate plan was backdated to take effect at the beginning of the billing cycle; as he is billed a month in advanced, this caused the account to generate prorated charges for the current and upcoming billing cycles.
Additionally, the mobile wearable lines ending in [redacted], and [redacted] are subscribed to T-Mobile ONE Wearable Taxes Included rate plan for $20.00 per line each month. Wearable lines are eligible for a $10.00 Hybrid discount provided that they are on an account with an active voice line(s). Please note that Mr. [redacted]’s account receives the hybrid discount for the wearable lines and the AutoPay bill credits, reducing his estimated monthly recurring charge to approximately $220.00 per month.

In an effort to amicably resolve Mr. [redacted]’s concerns, on April 11, 2017, T-Mobile issued a one-time courtesy credit in the amount of $70.00, leaving the account with a credit balance in the amount of $935.99. 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.
Aika A[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:T-mobile: T-Mobile regrets any promotional concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] activated four lines of service November 20, 2017, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and $25.00 per additional line of service. [redacted] - The offer was for 4 lines for $120 - Not 2 lines for $130. T-Mobile should have recordings for numerous calls I have made in order to have my case resolved to confirm that no where there was mentioned from my side or representative that this was a $130 for 2 lines offer. The Black Friday weekend promotion from the T-mobile store included trading an iphone 6 (or other) phone for $100 fee for a new iphone 7 and a rebate of $200 in a form of a gift card for each phone traded. The phones were told by the sales team to be one time offer and no additional monthly charges for the handset if the phone is a regular iphone 7. I traded in 2 iphone 6 phones and got one iphone 7 and another iphone 7 glossy black 128 GB for which I had to pay an additional $110, which I did from the first bill T-mobile charged me. In the T-mobile store I was told that one my [redacted] phones was still under contract, upon contacting [redacted] with the T-mobile sales agent in the store with me, [redacted] confirmed a termination fee for $115 to which the T-mobile sales agent confirmed that it will be given to me in the form of a gift card.  I recieved no gift cards for any phones or contract termination and my monthly bill is still more than $120.   
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. Sincerely, [redacted]

April 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 April 1, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’ concerns to her satisfaction. T-Mobile understands that unexpected charges on a monthly billing statement can be very concerning and we regret any inconvenience to Ms. [redacted] in regard to her recent handset exchange. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S6 Edge 128GB handset on August 13, 2015. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. 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. If, upon receipt of the non-working device, it is found to not be in good physical condition, an Out of Warranty Fee will be assessed. T-Mobile has confirmed that, on February 2, 2016, Ms. [redacted] visited an authorized T-Mobile dealer for assistance with her device. During this visit, the T-Mobile dealer determined a Handset Exchange was necessary and processed the order for Ms. [redacted]. It is important to note that, at the time the order was processed, the T-Mobile dealer was to inspect the device in order to insure it was in good physical condition prior to the exchange being processed. Based on these findings, T-Mobile has determined the Out of Warranty Fee and associated taxes will be waived; Ms. [redacted]’ account now reflects a revised balance of $102.05 which is due no later than April 17, 2016. In Ms. [redacted]’ letter to your office, she has also expressed concern that the replacement device she received has damage to the LCD screen. T-Mobile takes such matters very seriously and strives to ensure our customers receive fully functioning devices when taking advantage of our Handset Exchange Program. In an effort to amicably resolve this matter, and because Ms. [redacted] is a very tenured customer with an excellent account record, T-Mobile will ship Ms. [redacted] a new replacement device from our executive office of the same make and model at no cost. Please note that T-Mobile does not have the same color of device in stock as the one Ms. [redacted] originally purchased, however she has agreed to receive an alternate color. 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

July 6, 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 June 24, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding her payment arrangements. Our records reflect that on May 27, 2017, Ms. [redacted] created a two part payment arrangement through www.my.T-Mobile.com. In the agreement Ms. [redacted] accepted to have $81.66 withdrawn automatically from her given credit card on June 3, 2017, and again on June 17, 2017.
As a reminder, T-Mobile sent a text message notification to the mobile number ending 4976 on May 31, 2017, and June 14, 2017, in an effort to remind Ms. [redacted] that her payment would be withdrawn as agreed. As such, both payments of $81.66 were completed and posted to Ms. [redacted]’s account on June 3, 2017, and June 17, 2017.
In addition to the payment arrangement withdrawals, our records reflect that on June 17, 2017, a second payment of $81.66 was submitted through our self-service option online. We apologize if it was not Ms. [redacted]’s intention to remit a second payment on June 17, 2017.
Nevertheless on June 22, 2017, T-Mobile refunded Ms. [redacted]’s payment of $81.66 back to her financial institution. Please note that it can take up to three business days for the funds to be reflected. It is T-Mobile’s position that it was not a T-Mobile error; however, as a gesture of goodwill, T-Mobile issued a one-time credit of $138.23 for a free month of service. Please note that on June 30, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her 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.
Adrianne F[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: Of numerous of resasons, there were somethings mentioned & discussed amoungst Will & I conversation on 9/20/16 that weren't mentioned in this report; such as I was promised a iphone 7 plus jet black 128GB next business day shipping @ no cost shipping expected Nov 15th - Dec 12th. In addition to only being financed a total of $180 over 24 months once I recieve the iphone 7 plus jet black 128GB my monthly charge will be $7.50 for the phone. There was an cell spot router that I did recieve on 9/22/16 free of charge & it has helped my service work tremendously since.  Also my account has already been credited $175.67 for the past due balance for the phone service in addition to being credited a total of $750.89 for the I phone 7 plus jet black 128GB which leaves me to just pay $180 over 24months. However, what I can't understand is why do I still have a full bill for the month in the amount of $95.33 which bills me for the services starting 9/9 - 10/8. I should be credited from 9/9 - 9/22 as well which is the day my service began working properly since I recieved the cell spot router on 9/22. Therefore, I should only have to pay for services from 9/23 - 10/8. Not the full month. Sincerely,[redacted]

October 3, 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 26, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records confirm that on September 12, 2016, Ms. [redacted] provided T-Mobile with permission to perform a Change of Responsibility (“COR”) for her mobile numbers ending in [redacted] and [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). On September 12, 2016, Ms. [redacted]’ mobile number ending in [redacted] completed a COR and was transferred to the new account owner. On September 18, 2016, Ms. [redacted] was able to successfully transfer the EIP pertaining to her mobile number ending in [redacted] to the new account holder. Upon speaking with Ms. [redacted], she would like to transfer the current balance for her mobile number ending in [redacted] to the new owner. T-Mobile explained to Ms. [redacted] that this is not an option; as balances on the account cannot be transferred to another account regardless of a COR. Regretfully, this is a domestic issue and should be resolved between Ms. [redacted] and her father, who is the new owner of the mobile number ending in [redacted]. However, in an effort to amicably resolve this matter, on September 28, 2016, T-Mobile applied a courtesy credit of $200.00 to Ms. [redacted] account. Ms. [redacted] accepted this credit as a resolution. As of September 29, 2016, Ms. [redacted]’ account balance is $216.40, which consists of her monthly access charges form August 5, 2016, through September 4, 2016, monthly EIPs, monthly Extended Payment schedule charges, and applicable taxes. In addition, T-Mobile placed a hold on Ms. [redacted]’ account for payment until September 30, 2016. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

Revdex.com:
-----Original Message-----
From: Me [mailto:[redacted]]
Sent: Wednesday, November 02, 2016 2:15 PM
To: Complaints <[email protected]>
Subject: Case resolved, thank you, [redacted]
 
Hello, my name is [redacted]
My complaint id # [redacted]
T mobile...

just call 2 hours ago and apologized that they were in the wrong and credit the right amount to my account. I thank you for your work for helping normal people like me.
 
Thank you,
[redacted]
 
 
Sent from my iPhone

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 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset. T-Mobile records reflect that Mr. [redacted] purchased an iPhone 6 Plus 64 GB Silver on October 24, 2014. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional Premium Handset Protection (“PHP”) feature. During the Limited Warranty period, Mr. [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. Our records confirm that the iPhone 6 Plus 64 GB is currently backordered by 44 days. Please be advised as T-Mobile being the service provider, we have no control over the stock by the manufacturer. Nevertheless, as we want to ensure that our customers are provided the best experience possible T-Mobile has been in contact with Mr. [redacted] via email. On November 23, 2016, T-Mobile has reached out to Mr. [redacted], and has offered to replace his current iPhone 6 Plus 64GB with a brand new iPhone 7 128GB at no cost as gesture of goodwill. Mr. [redacted] is welcome to contact me at the number below to accept this offer within 14-days from the date of this correspondence. 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

Complaint: [redacted]I am rejecting this response because:Dear Diana,Thank you for getting in touch with me. I did receive a phone message from you and I have called you back twice and left messages. I am hopeful that we will have the chance to connect soon. I greatly appreciate your attention to this matter, however there are still some issues to address. First off, your math is not correct - The credits that you are offering me will leave me with a balance of $17.13 and not $11.83 as you have suggested. I also don't understand why I am being left with a balance at all? You should be applying the following credits to my account:$149.76 for the Astro Pop$24.99 Astro Pop Shipping & Handling$7.65 Evolve Tax$24.99 Evolve Shipping & HandlingResulting in a balance of $0.Further, I am confused as to why T-Mobile applied a credit for the Evolve handset ($79.20) and the Astro handset tax ($15.51), but neglected to apply any other credits? If you are ultimately saying that the Evolve was supposed to be returned (which was explicitly NOT explained to me over the phone, or communicated to me in any other way by the agent I spoke with on 7/15/15), then why are you still attempting to charge me for the Astro handset ($149.76), the Evolve tax ($7.65), and Shipping & Handling charges for both ($24.99 x 2)??From my perspective, T-Mobile is attempting to charge me for all kinds of things and is doing so illegally. Your loyalty department very graciously offered to send me a FREE handset so that I would have a working phone on your network. There was supposed to be NO CHARGE to me. T-Mobile did NOT instruct me to send back anything and because your company keeps phone records, I encourage you to listen to the call log from 7/15/15. I have absolutely nothing to fear because I am telling the truth in this matter. I asked your agent on the phone if I should return the Evolve. She did not give me an answer and subsequently I received no further communication from T-Mobile regarding this matter by phone, mail or email.  At this point I am asking you to send me a shipping label to return the Evolve and issue sufficient credits in order for me to obtain a $0 balance. The worst part about this experience is that I have been a very loyal T-Mobile customer since switching over to your service in 2014. Despite my constant service interruptions I have defending T-Mobile vehemently and have been enthusiastically supporting the company. Now I must question the my loyalty because how can I be loyal to a company that has both lied to me AND called me a liar? I am getting the clear message that T-Mobile would rather lose my business than admit any wrongdoing. And all this over an $80 phone! Really??Please make this right. I look forward to hearing from you and I can be reached anytime at[redacted]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]
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 a letter dated May 1, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. Upon further investigation, T-Mobile has determined that [redacted] and [redacted] is one and the same person.
T-Mobile regrets any ongoing concerns Ms. [redacted] experienced in regards to her account balance. As stated in our previous letter to your office, on April 12, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when Ms. [redacted] ported the number to another service provider. T-Mobile records confirm that on December 2, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when it was transferred to another customer’s account through a Change of Responsibility (“COR”). Additionally, on December 15, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled at Ms. [redacted]’s request. However, Ms. [redacted]’s mobile number ending in [redacted] remained active and in use on the account as we did not receive a request for cancellation.
T-Mobile records confirm that on August 17, 2016, Ms. [redacted]’s billing statement reflected a balance owed of $121.06. On September 9, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zero. On September 17, 2016, Ms. [redacted]’s billing statement reflected a balance owed of $121.06. Records confirm that on September 25, 2016, T-Mobile received a payment of $121.06, reducing the account balance to zero. On October 17, 2016 Ms. [redacted]’s billing statement reflected new charges of $120.96. Records confirm that on November 4, 2016, T-Mobile received a payment of $120.96, reducing the account balance to zero.
On November 17, 2016, Ms. [redacted]’s account reflected a balance owed of $121.96. As a payment was not received for this balance, it carried forward to Ms. [redacted]’s following billing statement dated December 17, 2016, which reflected new charges of $201.38, increasing the balance owed of $323.34. Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms. [redacted]’s January 17, 2017 billing statement, which reflected a balance owed of $47.68, increasing the balance owed to $371.02.
Records confirm that a payment was not received for this balance, therefore, it carried forward to Ms. [redacted]’s February 17, 2017 billing statement, which reflected a balance owed of $41.68, increasing the balance owed to $412.70. On March 10, 2017, T-Mobile received a payment of $26.00, reducing the balance owed to $386.70. As payment was not received for the full balance owed, it carried forward to Ms. [redacted]’s March 17, 2017, billing statement which reflected a balance owed of $134.25 for the accelerated charge of $119.94 for the above-referenced LG G4 handset, $5.00 late invoice charge and $9.31 in taxes, increasing the balance owed to $520.95. On April 13, 2017, T-Mobile applied a credit of $134.25, for the final billing statement total, reducing the balance owed to $386.70.
In an effort to amicably resolve the matter, on May 5, 2017, T-Mobile applied a credit of $89.36, for the billing cycle charges from January 17, 2017 through February 17, 2017, reducing the balance owed to $297.34. As Ms. [redacted] has expressed that she has additional payment documentation that reflects that she made additional payments to the account, T-Mobile has requested that she send her documentation to T-Mobile’s Executive Office within 30 days for review. T-Mobile will review Ms. [redacted]’s documentation and apply any missing payments to her balance should it be warranted. Ms. [redacted] has accepted this as a 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.
Diana J[redacted]
Executive Response