T-Mobile Usa Inc

August 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 July 23, 2017, regarding the above-referenced account.  We regret any concerns Mr. [redacted] has regarding his T-Mobile billing.  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 visit to our retail location. Mr. [redacted] activated T-Mobile service on October 15, 2010, and subscribed to the Unlimited Loyalty $49.99 monthly rate plan.  Please be advised on July 7, 2012, Mr. [redacted] added mobile number ending in [redacted], to his T-Mobile account.  It is important to note T-Mobile records confirm that on August 24, 2014, Mr. [redacted] added the mobile numbers ending in [redacted], and 1499 and elected to change his rate plan to the Simple Choice Family Unlimited Talk, Text, and Data four lines $100.00 monthly plus taxes and fees. On November 29, 2016, Mr. [redacted] elected to change his rate plan to the T-Mobile ONE TE $130.00 monthly rate plan.  Additionally, Mr. [redacted]’s mobile numbers ending in [redacted], and [redacted] subscribed to the optional Add-a-Line $25.00 monthly for a total monthly recurring charges of $180.00 plus taxes and fees.  T-Mobile records confirm on November 11, 2016, Mr. [redacted] took advantage of the Equipment Installment Plan (“EIP”) offering with the purchase of four LG K10 Gold handsets.  At the time of purchase Mr. [redacted] agreed to remit monthly installments in the amount of $29.20.  It is important to note Mr. [redacted] took advantage of T-Mobile’s 2016 Fall Smartphone T-Mobile ONE promotional offer that was offered from October 21, 2016 through November 29, 2016.  Please note customers who sign up for the new T-Mobile ONE rate plan and purchase a qualifying LG device on EIP can receive a discount on the device via EIP bill credits. It is important to note pursuant to T-Mobile’s terms and conditions which can be found on our website www.T-Mobile.com indicate that if a customer has a billing dispute they have 60 days from the charge to dispute the charge.  In order to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to apply a onetime credit in the amount of $225.00, leaving a credit balance of $125.65. 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.   Christopher P[redacted] Executive Response

May 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 May 5, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted], he confirmed that this matter has been resolved to his satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced while attempting to remedy this situation. T-Mobile records confirm that on May 4, 2017, Mr. [redacted] spoke with a member of Customer Care who closed the remaining balances owed on the two Samsung Galaxy S7 Edge devices and Sync UP device that were on Equipment Installment Plans (“EIP”), to address the concerns with the Samsung BOGO offer and Sync UP promotional concerns those sets of equipment. T-Mobile records also confirm that Mr. [redacted] is subscribed to the Insider Hookup promotion which provides him a 20% off his monthly recurring charges for the rate plan he subscribes to for the lifetime of the account.
On May 11, 2017, T-Mobile contacted Mr. [redacted] to confirm the resolution provided regarding the three aforementioned devices and discount. T-Mobile records indicate a call back is scheduled with Mr. [redacted] by the Customer Care leadership member on May 24, 2017, to confirm adjustments towards, and discuss the following billing statement. T-Mobile will be following up with Mr. [redacted] on May 25, 2017, to confirm resolution. T-Mobile also provided direct contact information so that he may reach out to me directly should he have any questions regarding these matters in the interim. Pursuant to our conversation, Mr. [redacted] is satisfied with the results, and has no further concerns. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted] Executive Response

August 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 August 5, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any frustrations adding her free line of service may have caused Ms. [redacted]. Starting March 1, 2017, and ending at 11:59 p.m. PT on March 5, 2017, there was a promotion whereby eligible customers could activate an additional line of service for free so long as there was a minimum of two active voice lines on their account. Unfortunately, Ms. [redacted] did not activate a new line of service within the above timeframe. Therefore, Ms. [redacted] is not receiving the benefit of the above promotion. In an effort to amicably resolve this issue, T-Mobile has applied the This One’s On Us promotion to mobile number ending in [redacted] on Ms. [redacted]’s account as of August 18, 2017. Therefore, Ms. [redacted] will receive a monthly credit for the cost of mobile number ending in [redacted] each month, making the line of service free. Please note that the promotion may take up to two billing cycles to apply to the account.
Ms. [redacted] also outlined concerns regarding a rate plan change to our T-Mobile ONE rate plan. T-Mobile ONE voice for postpaid (tax inclusive) provides unlimited voice, messaging and high-speed data service, plus a variety of Un-carrier benefits to postpaid customers, with all taxes and fees included in the price. Upon speaking with Ms. [redacted] on August 15, 2017, she elected to have her rate plan changed to our T-Mobile ONE rate plan. Ms. [redacted] has five lines of voice service, including her free line of service ending in [redacted].
Finally, Ms. [redacted] had concerns regarding T-Mobile’s AutoPay feature which is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay. Please be advised that the AutoPay feature is optional and not required. Furthermore T-Mobile records confirm Ms. [redacted]’s is not nor has she ever been enrolled in AutoPay. With Ms. [redacted]’s new T-Mobile ONE rate plan, Ms. [redacted] is eligible to save $25.00 each month should she enroll in AutoPay.
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

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 25, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have encountered regarding the Corporate discount. T-Mobile records confirm that on July 6, 2017, Mr. [redacted] activated his account. Please note T-Mobile paired with large corporations to offer corporate and government discounts to their employees who sign up for T-Mobile service. Although the program is now grandfathered, any customers who had an existing discount could continue receiving that discount as long as the requirements were met.
T-Mobile records indicate that on July 6, 2017, Mr. [redacted] subscribed to the T-Mobile ONE All-In rate plan for $110.00 for two voice lines. As the rate plan is provided at a discounted rate the rate plan is not eligible for the corporate discount. However, in an effort to amicably resolve this matter, on April 27, 2018, T-Mobile provided Mr. [redacted] with a one-time credit in the amount of $204.00 which is equivalent to the $17.00 corporate discount over a 12-month period. The credit updated Mr. [redacted]’s account to a credit balance of $204.00. T-Mobile regrets any inconvenience to Mr. [redacted] and is glad to confirm that he accepted the credit as a resolution to his 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. 341-8068.
Very truly yours,
T-MOBILE USA, INC.
Abigail [redacted] Executive Response

May 31, 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 May 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her outstanding balance. T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] and [redacted] were transferred to another service provider on July 8, 2012. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile did not receive a request to cancel the remaining lines of service. However on September 4, 2012, Ms. [redacted]’s mobile number ending in [redacted] was canceled for non-payment.
Please note that Ms. [redacted] accepted a 24 month contractual obligation in return for an account credit on May 4, 2012,which stipulated an up to $200.00 early termination fee (“ETF”) per line if service was cancelled prior to the agreed upon terms. At the time that Ms. [redacted]’s account was canceled on September 4, 2012, she had an outstanding balance of $900.62 which was comprised of unpaid monthly recurring charges from June 10, 2012, through August 9, 2012, two early termination fees in the amount of $200.00 per line for mobile numbers ending in [redacted] and [redacted]. Ms. [redacted]’s outstanding balance of $900.62 also included her monthly installment plan charges for her LG D Lite that she had purchased on our Equipment Installment Plan (“EIP”) on February 23, 2011, and applicable late fees.
Ms. [redacted]’s final billing statement dated September 4, 2012, included her past due balance as outlined above in the amount of $900.62, as well as her final billing statement charges totaling $242.96 which was comprised of her ETF for line. Additionally, Ms. [redacted]’s final billing statement charges included her remaining balance for her LG D Lite in the amount of $18.00 and the prorated monthly recurring charges for her rate plan and feature selection for mobile number ending in [redacted] up to the date of cancelation. Ms. [redacted]’s final billing statement was in the amount of $1,143.58 which was due on October 2, 2012.
As Ms. [redacted]’s account remained unpaid, her account was referred to an outside collection agency on November 2, 2012, and was assessed a collection fee of $270.65.
On March 25, 2014, Ms. [redacted]’s account was reviewed by our outside collection agency team. At the time of their review, T-Mobile agreed to apply a credit in the amount of $124.00 which represented the disputed charges for line [redacted] from July 8, 2012, when the mobile numbers ending in [redacted] and [redacted] were canceled, to September 4, 2012, when the mobile number ending in [redacted] was canceled. Furthermore, Ms. [redacted]’s account received an additional credit in the amount of $35.50 as a rerate for her collections fee. Following Ms. [redacted]’s adjustments, and prior partial payments remitted, her updated balance at this time was $1,066.73.
Ms. [redacted] has continued to remit partial payments to her closed T-Mobile account which presently reflects a balance of $714.73. It is T-Mobile’s position that Ms. [redacted]’s remaining balance of $714.73 is valid. Ms. [redacted] may contact Convergent Outsourcing Inc. at 855-871-1088 to schedule payment.
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

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. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Ms. [redacted] has experienced regarding her account. T-Mobile records confirm that on January 5, 2017, Ms. [redacted] ordered an Apple iPhone SE, An Apple iPhone SE Otterbox, two SIM Starter kits, and a SIM Adapter at a cost of $511.49. Please note the account was systematically activated on January 6, 2017, one day after the order was placed. Further review indicates that the shipment for the equipment was refused by Ms. [redacted] and returned to T-Mobile on January 11, 2017. Please note it can take up to 30 days to receive a refund from the date equipment is received in our warehouse. In an effort to amicably resolve this matter, on January 29, 2017, T-Mobile processed a refund of $511.49 to the credit card Ms. [redacted] used to initiate the order. Please note this refund may take three to five business days to reflect on Ms. [redacted]’s bank statement. Additionally, T-Mobile has applied a credit of $145.20 to Ms. [redacted]’s account bringing the balance to zero. Ms. [redacted]’s account will remain closed with a zero balance. 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

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 3, 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 March 25, 2017, from [redacted] regarding the above-referenced account. Please be advised that the account holder of record account is [redacted], and that Ms. [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her account balance. T-Mobile record confirm that as of October 30, 2016, Ms. [redacted]’s account reflected a past due balance of $619.28, for the billing cycle charges from July 28, 2016 through September 27, 2016. Ms. [redacted]’s October 28, 2016 billing statement reflected a balance owed of $267.79, increasing the balance owed to $887.07. On November 3, 2016, T-Mobile received a payment of $150.00. Additionally, on November 15, 2016, T-Mobile received a payment of $150.75, reducing the balance owed to $586.32.
On November 23, 2016, T-Mobile applied a courtesy credit of $120.00 to Ms. [redacted]’s account, reducing the balance owed to $466.32. Records confirm that Ms. [redacted]’s November 28, 2016 billing statement reflected a balance owed of $246.79, increasing the balance owed to $713.11. On December 2, 2011, T-Mobile received a payment of $118.00. Additionally, on December 14, 2016, T-Mobile received a payment of $348.32, reducing the balance owed to $246.79.
T-Mobile records confirm that Ms. [redacted]’s December 28, 2016 billing statement reflected a balance owed of $246.79, increasing the balance owed to $493.58. Records indicate that a payment was not received for this balance. As such, the full balance was carried forward to Ms. [redacted]’s following billing statement. Therefore, Ms. [redacted]’s January 28, 2017 billing statement reflected a balance owed of $245.98, increasing the balance owed to $739.56.
Furthermore, our records confirm that on February 3, 2017, T-Mobile received a payment of $246.79, reducing the balance owed to $492.77. Since payment was not received for the full balance, the balance of $492.77 was carried forward to Ms. [redacted]’s following billing statement.
Therefore, Ms. [redacted]’s March 28, 2017 billing statement reflected a balance owed of $257.73, increasing the balance owed to $750.50. On March 17, 2017, T-Mobile received a payment of $97.00, reducing the balance owed to $503.50.
Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care department.
In an effort to amicably resolve the matter, on March 28, 2017, T-Mobile applied a courtesy credit of $503.50 to Ms. [redacted]’s account, reducing the account to a zero balance. 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

Complaint: [redacted]I am rejecting this response because:I have also tried to get in contact with Mr S[redacted]. I left him a message with my final concern. I do not agree that this issue has been satisfied. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: They charged my credit card three times. My bill should have dropped by 60.00 a month when I switch plans. No allowance for that. That is why they lost me as a customer (I can't even remember went I started with them). I had also paid off my equipment and they are still charging me as if I still owed them money for the equipment (they used the money I paid to pay off my equipment on my next months bill). I was on paperless billing so when I changed companies I could not resign in to see what they were charging for my final billings. I had no problems with their service, just will all of their lying. Sincerely,[redacted]

April 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 3, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] experienced with regards to our 2016 September iPhone 7 Trade promotions.
On September 15, 2016, Mr. [redacted] placed three orders for a total of five iPhone devices and placed the equipment on our Equipment Installment Plans (EIP). On September 9, 2016, and only for a limited time, T-Mobile ran our 2016 iPhone 7 Trade-Up promotion which offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus either free or at a significant discount. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. At the time Mr. [redacted] attempted to take advantage of the promotion, the account did not meet the requirement to be on the T-Mobile ONE rate plan.
T-Mobile records further show that on April 3, 2017, Mr. [redacted] contacted Customer Care and he was advised that, due to his rate plan, he did not meet the eligibility requirements for the promotion. However, in an effort to resolve Mr. [redacted]’ concerns, Customer Care agreed to close the EIPs for three of the five iPhone devices purchased on September 15, 2016.
On April 4, 2017, T-Mobile contacted Mr. [redacted] and discussed the 2016 iPhone 7 Trade Up promotion. During our phone conversation we again discussed the rate plan requirements as well as the previous actions taken by Customer Care outlined above. As a final courtesy to Mr. [redacted], and in an effort to resolve the matter, we did offer to close the remaining two EIPs for the iPhone devices purchased on September 15, 2016. Mr. [redacted] accepted our offer and now considers this matter resolved to his 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.
Jamen F[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I agree to receive the prepaid debit card in the amount mentioned. I will wait 7-10 days for the card and hope that all is resolved and that there will be no future need to come to these terms. Sincerely, [redacted]

February 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 January 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Our records indicate that on November 11, 2016, Mr. [redacted] returned his two Samsung Note 7s. In addition, T-Mobile applied the appropriate credits of $1,495.00 for Mr. [redacted]’ Samsung Note 7s and the Equipment Installment Plans (“EIP”) were closed.
T-Mobile records indicate that on October 24, 2016, and November 10, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG V20s. Mr. [redacted] was asked to make a down payment in the amount of $49.99 for each handset and agree to a series of 24-monthly installments in the amount of $30.00 for each handset.
In Mr. [redacted]’ correspondence, he makes reference to our LG V20 Launch offer, where customers could trade-in a smartphone and receive $200.00 for a trade-in value. Trade-in credits were handled in different ways depending on the option chosen. If the instant trade-in value was less than $200.00, the portion under $200.00 was applied towards the purchase of a new device and the remainder was applied as a one-time bill credit to the customer's account within two billing cycles. If the deferred trade-in value is less than $200.00, the difference was applied in a second bill credit. Customers were required to pay sales tax and any applicable down payment at the time of the purchase.
Our records further indicate that T-Mobile was unable to offer Mr. [redacted] a trade-in amount for his My Touch Slide and his My Touch Q Violet when he attempted to use them as his trade-ins for the LG V20 offer. Our records further indicate that Mr. [redacted] did not submit his request for the promotional $200.00 through www.t-mobile.com/promotions website and this is the reason he did not receive his bill credit. We regrets any misinformation regarding our promotions.
In an effort to amicably resolve this matter, on January 31, 2017, T-Mobile applied a courtesy credit of $400.00 to Mr. [redacted] account for the promotion for his two handsets. As of February 7, 2017, Mr. [redacted]’ account balance reflects a credit balance of $227.22. 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.
Ligia M[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:You stated within your response that you rejected my filing in May and I had 60 days to send a new one. The first file I submitted was incorrectly submitted and I realized this within three days and called T-Mobile. Your T-mobile representative said that there was no way to remove a file already submitted, but to just submit a new one accurately. I did as your representative suggested. On April 16th, three days after the first file was submitted, I submitted a new file ensuring that all requirements were met. As you distinctly can see within both of the screen clips provided. The second one submitted April 16th is the one that has yet to receive a response and is the one I was referring to within my first complaint. It clearly states "Please allow up to 8 weeks for processing". It has now been "processing" for 83 days, which is 11 weeks and 6 days. I called T-Mobile regarding the issue after the 8 week period had passed and when I finally got to representatives that would speak to me, you had one manger state that she didn't understand and it should have already been taken care of. You had someone within your affiliated department for ETF Reimbursement state that she was confused and it should have already been taken care of because I clearly followed all necessary procedures. The woman in this ETF Reimbursement department then had me on hold to clarify with her manager and she relayed that her manager stated, "We have had a lot of people participating in this promotion.." and essentially stated we will get around to your file when we get the time and feel less over-whelmed. That shouldn't be any of my concern. T-Mobile offered to pay off my ETF with [redacted] and stated it would be "up to 8 weeks for processing". It has been nearly 12 weeks for processing. I submitted the original complaint stating that if I had just sold my phone rather than trading it in to pursue this promotion I would have been left with a lot more money and a lot less hassle. Without even calculating what my previous phone would have been worth then, prior to the new edition being released, I simply looked at what T-Mobile would sell my previous phone at now. Looking up a Samsung Galaxy S5 16GB on the T-Mobile website right now, it states that under the conditions of excellent credit and with a discount the phone would be sold at $529.92. That means that $529.92 is the least amount of money someone would spend on it, because T-Mobile would make more money without the discount or with someone who does not have excellent credit. I have been through so much stress with this promotion and that is why I requested a resolution of sending me $529.92. Realistically the phone was worth much more in April, but I didn't want to go through more stress trying to calculate that precise worth. My phone had an Otterbox case and had a thin glass extra front screen protector on it before I even left the [redacted] store. I still had the box that I purchased the phone. The phone I turned in to T-Mobile could have been sold at the quality of a brand new Samsung Galaxy S5 for much more than $529.92, but instead I trusted in your company's promotion and offer. Now for 11 weeks and 6 days I have waited for your company to follow through with their end of the job. The images provided are screen shots from today, meaning that even after submitting my complaint, the files have still not yet been addressed. I didn't respond to the phone calls because I stated that I would prefer to communicate by email or Revdex.com to have a paper trail for my own protection. I sent a reply email on July 6th to the following representative at T-Mobile: Ty R[redacted], Executive Response, Office of the President/CEO, Desk: [redacted] ext. [redacted]". After everything I have been through and all the calls I have made I don't have the time to call another representative and I would like to have something tangible for my own peace of mind. Below I am going to provide the body content of my email from July 6th:"I submitted a claim with the Revdex.com June 30, 2015 concerning the above referenced account.  You keep expressing for me to contact you by phone at my "convenience".  Monday through Friday 8:00am to 4:30pm pt. You state that if I am unable to reach you, that you'd like for me to leave a voicemail with my name and T-Mobile number and you will return your call shortly after.You have since called me repeatedly. I am aware of your phone number and the times that you are available. [redacted] extension [redacted].I am not calling you, because I work 8-17 Monday through Friday, plus a second job. I will try to seek an opportunity to call you at my earliest "convenience", so please stop calling me. I understand that you are trying to resolve my concerns, but there is a reason that I stated I prefer to communicate by email. The few days I had off in the last month were spent talking to your multitude of offices at T-Mobile or trying to reach them. I appreciate you reaching out to me, but I don't appreciate the voice-mails I find on my phone on a daily basis.If we can converse through email, it would be greatly appreciated"Now, I have received a message through Revdex.com stating that a T-Mobile representative would like to remove my complaint, because I refused to speak to him verbally and directly. This is getting ridiculous. I thought we could be professional about this and I am so grateful for the Revdex.com, which seems to be the best thing for me at this time, since communicating with T-Mobile directly seems to lack professionalism. I stand by original request of a resolution by sending me $529.92. I hope to hear back soon from T-Mobile through Revdex.com.Sincerely,[redacted]

February 8, 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 February 7, 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 within this letter. T-Mobile regrets any misunderstanding regarding Ms. [redacted]’s recent inquiry regarding the pay off balance to her device. T-Mobile records confirm that Ms. [redacted] participated in T-Mobiles JUMP! On Demand. JUMP! On Demand is a lease program that breaks a phone’s cost down into 18 equal monthly payments with zero down upfront, upon approved credit. Please note that this program may require that a Capital Cost Reduction be paid up front to reduce the total amount of the lease and accompanying monthly payments, based on the customer’s personal credit history. Once a customer is in the JUMP! On Demand program, they can swap out for a new phone up to three times per year without having to pay to upgrade. If the customer does not upgrade (swap), at 18 months they will have the choice to either trade in or buy the phone for the remaining balance of what it would cost at full retail. The best part is, there isn’t an extra mark-up at the end – customers pay the difference between the phone at full retail and however much was paid during those 18 months. Although this offer isn’t for everybody, Jump! On Demand offers customers a great way to upgrade their devices without having to purchase a new phone off contract. T-Mobile records confirm that on August 17, 2015, Ms. [redacted] obtained an Apple iPhone 6 16GB in Silver device. Ms. [redacted] agreed to make 18-monthly payments of $27.00 per month. In review of Ms. [redacted]’s account, we confirm that the amount of remaining payments based on her lease agreement total $324.00; however, should Ms. [redacted] opt to purchase the device the cost is of $487.92. Although the devices purchase price is different than the monthly lease agreements and T-Mobile is unable to substantiate that Ms. [redacted] was quoted the payoff price of $324.00, as a courtesy to Ms. Ms. [redacted] and in an effort to amicably resolve the matter a credit of $163.92 has been issue to her account for the difference of the lease purchase amount and the current lease payments. Ms. [redacted] may contact Customer Care to initiate the payoff to the equipment lease. Please note that the amount of $163.92 is reflecting as a credit balance to Ms. [redacted]’s account. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

May 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 25, 2017, regarding the above-referenced prepaid number. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any additional concerns that Ms. [redacted] experienced regarding her T-Mobile account. Upon speaking with Ms. [redacted] on May 26, 2017, T-Mobile initiated a refund in the amount of $61.10 via a prepaid refund card, consisting of $50.50 of prepaid monthly access charges, and $10.60 associated with the SIM card kit and taxes. The refund card will be delivered to the address Ms. [redacted] confirmed with T-Mobile within ten business days from May 26, 2017. Ms. [redacted]’s account remains closed with a zero balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. T-Mobile regrets any additional inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

June 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] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017 regarding the above-referenced account.
T-Mobile regrets any misunderstanding or inconvenience Ms. [redacted] experienced regarding her rate plan and the included features. Ms. [redacted] is subscribed to our Simple Choice Family Match Unlimited Talk, Text and Data promotional rate plan, which includes certain Un-Carrier features at no additional cost. Included features would be our Simple Global, Stateside International unlimited texting and our new Mobile without Borders. Ms. [redacted] concerns are in relations to our Mobile without Borders; this feature allows unlimited calling and texting between the U.S., Mexico, and Canada, mobile and landline calls included at no additional cost. Customers traveling to these areas are also provided high-speed data while roaming in Mexico and Canada (based on network capability and plan allotment).
However it should be noted that this feature is to allow our customers to stay connected to their family and friends while traveling to our border countries and is not intended for extended or permanent use in Mexico or Canada and extended use may result in being flagged as an Extreme Roamer. Please be assured that T-Mobile strives to 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] activated her account in a retail location.
In an effort to continue to provide all T-Mobile customers with the highest quality of service, we periodically review service quality and other network usage patterns. We strive to ensure that T-Mobile customers, wherever possible, are using T-Mobile’s network to handle the majority of their wireless communications needs. This assures customers that their communications experience is the very best we can offer, and permits T-Mobile to offer fair and competitive prices while delivering high quality service to our customers.

Upon careful review of the usage on Ms. [redacted] account prior to cancellation; over several months, we have determined that the majority of her usage has not been on the T-Mobile network. In accordance with the Terms and Conditions of Ms. [redacted] service, T-Mobile elected to discontinue the service for mobile numbers ending in [redacted] and [redacted].

In an attempt to mitigate any inconvenience to Ms. [redacted], on May 22, 2017, we provided her with advance notice in order to allow her to have sufficient time to make arrangements to find a service provider in the areas that she most frequently uses her mobile phone services. Please be advised that two lines of service ending in [redacted] and [redacted] on Ms. [redacted] account were set to be cancelled on June 27, 2017.
At this time, in an effort to amicably resolve Ms. [redacted] concern, T-Mobile has provided the unlock information for both mobile devices and under the agreement to block roaming for the mobile number ending in [redacted] and that line of service will continue to have access to service with T-Mobile. However should that line of service for any reason have the roaming block removed and start using services off the T-Mobile network the process of cancellation could be resumed.
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.
Lauren L[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. 
My case may be closed, however I hope T-Mobile is able to identify these billing changes before they are implemented so that they can advise their customers before-hand to avoid confusion.
 
Sincerely, [redacted]

April 6, 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 March 29, 2017, regarding the above-referenced file number. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding a credit inquiry from T-Mobile on his credit report. All customers applying for new service with T-Mobile are required to have a credit check. In order to run a credit check, customers are required to provide valid government-issued photo ID including a social security number. T-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements.
Nevertheless, upon speaking to Mr. [redacted] and in an effort to amicably resolve the matter, T-Mobile has requested that the recent credit inquiry from T-Mobile be removed from Mr. [redacted]’s credit report. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further 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 Mr. [redacted]’s contact with our retail location. 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.
Brandon M[redacted] Executive Response