T-Mobile Usa Inc

June 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 15, 2017, regarding the above-referenced account.
T-Mobile regrets any unauthorized account activity Ms. [redacted] has experienced. Please note that T-Mobile takes account security seriously. In order to receive a copy of the account information, we request that Ms. [redacted] complete the Identity Theft Affidavit supplied by the Federal Trade Commission. This is available on-line at https://www.identitytheft.gov. In addition to the affidavit, we request that Ms. [redacted] file a police report regarding the identity theft. A copy of the police report, a written request for the information, a photo ID, along with the completed affidavit can be sent to:
T-Mobile
Attn: Fraud Management
12920 SE 38th Street
Bellevue, WA 98006

Upon receipt of the completed documents, we will review them and advise Ms. [redacted] of our findings. T-Mobile encourages Ms. [redacted] to continue contact with the three major credit bureaus to make them aware that she has been a victim of identity theft. They will instruct Ms. [redacted] further on how to protect herself against future fraudulent activity T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
William B[redacted]
Executive Response

August 1, 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 July 26, 2016, regarding the above-referenced account. T-Mobile records confirm that Mr. [redacted] has designated Mr. [redacted] as an authorized user of his account. T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding his recent equipment return. Our records confirm that on July 23, 2016, Mr. [redacted] visited a T-Mobile retail location and purchased an LG G Pad X tablet on an Equipment Installment Plan (“EIP”). As of the time of Mr. [redacted]’s purchase of new equipment, T-Mobile provided 14- days return period which allowed [redacted] to use the service and equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Please note that a restocking fee may be assessed to any returned equipment, due to the fact that T-Mobile is unable to resell previously owned equipment as a “new.” We regret if Mr. [redacted] was not properly advised of the policy surrounding restocking fees. As a courtesy to Mr. [redacted], T-Mobile issued a credit in the amount of $52.00 to Mr. [redacted]’s account, bringing the account to a revised balance of $94.96. Mr. [redacted] accepted this offer as full 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. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

October 9, 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 October 2, 2015, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted] satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced with T-Mobile’s Carrier Freedom program. It is important to note T-Mobile will reimburse a customer their previous carrier’s device payment plan minus the trade-in value of their equipment. T-Mobile records confirm that Mr. [redacted] was reimbursed a total amount of $243.81 on September 10, 2015, and was credited $425.00 for his device traded-in and applied toward his down payment owed at the time of purchase. As a result that amount was not included in his mailed reimbursement. T-Mobile sincerely apologizes if this process was not explained in full to Mr. [redacted]. In an effort to amicably resolve this matter for Mr. [redacted] on October 9, 2015, T-Mobile refunded Mr. [redacted] $476.47 for the remaining balance on his [redacted] bill. We ask that Mr. [redacted] allow seven to ten business days to receive his refund in the form of a prepaid debit card in the mail. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. 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. Zachary S[redacted] Executive Response

September 12, 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 4, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account. T-Mobile records confirm that on August 15, 2016, Mr. [redacted] activated his T-Mobile account with his four mobile numbers ending in [redacted]. Mr. [redacted] was subscribed to our Simple Choice Family Unlimited Talk, Text, and Data 10GB 2 lines for $120.00 per month. Each additional mobile number after the first two lines of service was charged $30.00 per line of service. Mr. [redacted]’s monthly access charges were $180.00 before applicable taxes. At the time of activation, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Edge and accessories. Based on a promotion at the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to a series of 24 monthly installments in the amount of $38.34 Our records indicate that on August 18, 2016, Mr. [redacted] canceled his mobile number ending in [redacted]. Accordingly, on August 16, 2016, T-Mobile applied a courtesy credit of $38.34 to Mr. [redacted]’s account for his monthly EIPs because Mr. [redacted] returned his Samsung Galaxy S7 Edge during his equipment return period. Our records indicate that on August 16, 2016, T-Mobile refunded Mr. [redacted]’s original credit card used at the time of purchase in the amount of $23.95. This is due to the restocking fee of $50.00 that Mr. [redacted] was charged for returning his Samsung S7 smartphone. Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. Additionally, on August 22, 2016, T-Mobile applied a courtesy credit of $46.66 to Mr. [redacted]’s account for services not rendered. On September 2, 2016, Mr. [redacted] purchased three Samsung Galaxy J7’s using his EIP. Based on a promotion at the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to a series of 24 monthly installments in the amount of $38.34. Mr. [redacted] took advantage of our, “Best Family Plan with Samsung Galaxy Phones on Us Promotion.” Customers who sign up for Select Family Match rate plan can qualify for free Samsung On5 or Samsung J7 on us by receiving monthly EIP bill credits. Regretfully, Mr. [redacted] did not qualify as he was not on a Family Match rate plan as mentioned above. We regret any misinformation to Mr. [redacted] regarding our promotion. On September 4, 2016, Mr. [redacted] canceled his mobile numbers ending in [redacted]. Mr. [redacted] is left with his mobile number ending in [redacted] and is subscribed to our T-Mobile One rate plan for $75.00 per month. This rate plan provides unlimited talk, text, and 4G data speeds. As of September 11, 2016, Mr. [redacted]’s account reflects a zero balance. However, in an effort to amicably resolve this matter, on September 11, 2016, T-Mobile is offering Mr. [redacted] to return his equipment to my attention in exchange for a full refund. The handset can be mailed to me at the following address: T-Mobile USA, Inc. Attn: Ligia M[redacted] c/o Executive Response P.O. Box 37380 Albuquerque, NM 87176 T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr. [redacted] and the EIP balance will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than October 11, 2016, to take advantage of this offer. 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

December 14, 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 4, 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] experienced concerns with the corporate discount that was previously offered to his account through his employer, [redacted].  T-Mobile offered corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list.  This Discount Program is referred to as a The T-Mobile Advantage Program.  This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective.  Customers that previously received this discount are required to recertify their employment on an annual basis to maintain their monthly discount.  As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. 
T-Mobile records show that Mr. [redacted] previously received a monthly discount from the eligible T-Mobile monthly access charges and optional features due to his employment with [redacted] and he was asked to recertify his employment on May 19, 2015; when a text message was sent to his mobile number ending in [redacted] and a reminder card was sent to his address of record. T-Mobile provided 30-days for Mr. [redacted] to recertify his employment although we did not receive his recertification and the discount was removed from his account on July 24, 2015.  Please be advised that T-Mobile does not offer a monthly discount at this time for employees of [redacted] although they are eligible to receive a $25.00 Reward Card for each new device or tablet that is purchased.  However; Mr. [redacted]’s wife is an employee with the United States Postal Service (“USPS”) and T-Mobile still offers government employees with a 15% monthly discount from eligible rate plans and features.  T-Mobile resubmitted Mr. [redacted]’s request with the new information that we received and his account has been approved to receive a 15% monthly discount from eligible monthly access charges and features.  Our migration team confirmed that the discount should apply to Mr. [redacted]’s January 2016 billing statement.
As a gesture of goodwill and in an effort to amicably resolve this matter, on December 14, 2015, T-Mobile issued a credit in the amount of $64.45 to Mr. [redacted]’s account for the previous billing statements from August 2015 through December 2015 that did not receive a discount.  Please be advised that a credit in the amount of $10.55 was issued to Mr. [redacted]’s account for the discount on September 6, 2015.  In total, T-Mobile issued credits totaling $75.00 to Mr. [redacted]’s account for the discount that did not apply to his account for the billing statements from August 2015 through December 2015.  Mr. [redacted]’s revised balance now totals $29.34 and is scheduled to be paid via our EasyPay option approximately on December 20, 2015.
T-Mobile customers may contact Customer Care over the phone by dialing 611 from their handset or by calling 800-937-8997, they may visit a T-Mobile retail location and they may enter into a live chat with a Customer Care Representative from our website at www.T-Mobile.com, the chat conversation is able to be saved and or printed. In the event that Mr. [redacted]’s concerns have not been resolved in a timely manner by contacting Customer Care, he may contact our offices via email at [email protected] and an Investigator from our office will contact him regarding his concerns.
T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he may have experienced with 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.
Ally Y[redacted]
Executive Response

June 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 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 concerns that Mr. [redacted] may have experienced regarding his account. 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.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us promotion to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. Please note that the credits will continue so long as Mr. [redacted]’s account keeps the voice lines active.
T-Mobile records confirm that on November 21, 2016, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted], which were replaced by numbers ported in from another service provided on December 1, 2016. Unfortunately, our records confirm that at the time of activation, Mr. [redacted] was subscribed to a specific Simple Choice family plan which was not eligible for the 2016 Friends and Family 2 lines On Us promotion.
However, on June 2, 2017, Mr. [redacted] changes his rate plan to our T-Mobile One tax inclusive rate plan and will now start receiving his monthly discount for the two additional lines. As an additional courtesy, on June 2, 2017, T-Mobile issued a credit of $300.00 equal to the last six months of charges for new lines of service, which has left Mr. [redacted]’s account with a credit balance of $368.23. Additionally, T-Mobile has offered to follow up on Mr. [redacted]’s account for the next two billing cycles to ensure that he receives his credits. Mr. [redacted] has accepted this offer. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: l personally emailed all the requested documents to the email stated and l was not given an alternative to continue with service?
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. 
In addition, Ms. M[redacted] was extremely helpful and professional when discussing the case.  Hopefully, T-Mobile will model future customer-care training after her competent handling of the situation.  Thank you for resolving this issue.
Sincerely,
[redacted]

August 11, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:       [redacted] and [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 August 4, 2015, regarding the above-referenced account.  T-Mobile records confirm that Ms. [redacted] is a listed authorized user on Mr. [redacted]’s account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction. 
 
T-Mobile regrets that Ms. [redacted] experienced any concerns with our Carrier Freedom reimbursement offer.  Beginning March 22, 2015, T-Mobile announced Carrier Freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  This industry-changing offer allows consumers who were previously held back by expensive Equipment Installment Plan (“EIP”) balances the opportunity to come to T-Mobile for a better deal.  Under the terms of this program, T-Mobile will reimburse consumers’ remaining EIP balance up to $650.00 per device traded in at the time of activation for up to 10 lines of service.  To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on EIP with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s EIP.  T-Mobile’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 installments. 
 
In accordance with the Terms and Conditions of T-Mobile’s Carrier Freedom initiative, account credit or payments (as applicable) are provided by T-Mobile in two separate installments to the customer.  The first installment is the trade-in value for the handset based on the market value of device.  If the customer activates in a qualifying T-Mobile retail location and chooses to surrender their handset on the same day (T-Mobile’s instant credit option), the handset is inspected and if it is found to be in acceptable condition, the market value of the device is provided as credit toward the purchase of new equipment. 
 
The second payout is calculated by subtracting any previously applied trade-in credit from the total remaining EIP balance owed on the handset.  In order to qualify for reimbursement of the accelerated EIP balances from the prior carrier, 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 accelerated EIP balances 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 remaining balances billed by their prior carrier in order to avoid collection activity. 
 
T-Mobile records show that Mr. [redacted]’s account was activated on April 4, 2015, from [redacted], a third party authorized dealer for T-Mobile’s products and services.  Our records confirm that Mr. [redacted] ported his mobile numbers ending in [redacted] and [redacted] from his previous service provider, he purchased an Apple iPhone 6 handset and an Apple iPhone 6 Plus handset with our EIP option and he traded-in an Apple iPhone 6 and an Apple iPhone 5C handset from his previous service provider.  Our records show that Mr. [redacted] received a trade-in credit in the amount of $344.00 for the Apple iPhone 6 handset and $97.00 for the Apple iPhone 5C handset that was traded-in.   Please be advised that the total amount of the down payments and taxes that were due on April 4, 2015 for the new handsets and accessories that Mr. [redacted] purchased was $438.09 and the trade-in credits were applied toward the required down-payments and taxes.  Once the trade-in credits were applied to the down payments and taxes, there was a remaining trade-in credit balance of $2.91 that was issued as a credit to Mr. [redacted]’s account on April 4, 2015.  T-Mobile records show that the previous billing statements that were received from Mr. [redacted] did not clearly show that remaining handset balances and our records confirm we that we sent letters to him that explained why the reimbursement requests were declined and what information was needed in order for his request to be approved.
 
On August 7, 2015, T-Mobile received a final billing statement from Mr. [redacted]’s previous service provider and the billing statement shows that the final balance for the Apple iPhone 6 handset was $656.04 and the final balance for the Apple iPhone 5C was $68.73.  Please note that T-Mobile previously provided $344.00 as a trade-in credit for the Apple iPhone 6 handset and since the balance for that handset was $656.04 he was eligible for the second reimbursement for that handset in the amount of $312.04.  Since the EIP balance for the Apple iPhone 5C handset that was traded-in totaled $68.73, and he received a $97.00 trade-in credit, Mr. [redacted] was not due any additional reimbursement for the Apple iPhone 5C.  Ms. [redacted] advised T-Mobile that our Carrier Freedom offer was not properly presented to her and Mr. [redacted] from [redacted] at the time of activation.  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 authorized dealer of our products and services failed in any way to display that during Mr. [redacted]’s recent contact with [redacted].
 
As a gesture of goodwill and in an effort to amicably resolve this matter, T-Mobile approved a reimbursement card in the amount of $753.04.  Mr. [redacted] should expect to receive the reimbursement card within 10 business days. 
 
T-Mobile regrets any inconvenience to Mr. and Ms. [redacted] and we appreciate their business.
 
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.
 
 
Ally Y[redacted]
Executive Response

Revdex.com:
The complaint has been resolved to my satisfactionSincerely, [redacted]

Tell us why here... March 21, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 10, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.  T-Mobile regrets any concerns Ms. [redacted] may have regarding wearable lines and billing.  T-Mobile records reflect that Ms. [redacted] activated three wearable lines of service on November 5, 2017, ending in [redacted] and that she subscribed to the T-Mobile ONE Wearable rage plan at the cost of $25.00 per month for each line of service, minus a $10.00 discount per line.On November 6, 2017, Ms. [redacted] contacted Customer Care to request cancellation of the wearable lines ending in [redacted].  Regrettably, T-Mobile was unable to process any cancellations at that time due to a system limitation.  Our Customer Care team called Ms. [redacted] on November 7, 2017, so that we may process her cancellation requests.  Unfortunately, Ms. [redacted] was not available.  As such, Ms. [redacted] was left a voicemail advising her to contact T-Mobile to complete the cancellation process.T-Mobile has reviewed the account and can confirm that as of the date of this letter, Ms. [redacted]’s wearable lines of service have been canceled.  As a courtesy, T-Mobile applied credits for previously assessed charges on Ms. [redacted]’s wearable lines of service.  These credits updated the account to reflect a balance of $276.10.  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.Anthony M[redacted]Executive Response

March 24, 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 14, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted] concerns have been resolved to her satisfaction. Please be advised that T-Mobile records indicate that on January 9, 2016, Ms. [redacted] qualified for and took advantage of our EIP Leasing option Jump! On Demand (“JoD”), with the purchase of an LG V10 handset in Black. JoD is a leasing option that allows customers to lease handsets by agreeing to pay the remaining balance in 18 monthly installments. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement. Based on her personal credit history at the time of Mr. [redacted] purchase, she was not required to make a down payment; however, she agreed to a series of 18 monthly installments in the amount of $26.50 consisting of the $25.00 monthly installment plus $1.50 in monthly applicable taxes on the full retail price of the device. It is important to note that these handsets belong to T-Mobile; however, should Ms. [redacted] choose to keep her device at the end of the 18 month installments she will pay a purchase option price in the amount of $149.99. Unfortunately, due to an inadvertent error Ms. [redacted] JoD was duplicated on her account. T-Mobile records indicate that on February 21, 2016, Ms. [redacted] contacted T-Mobile Customer Care and a trouble ticket was filed in order to rectify this error and have the duplicate lease terminated. Please be advised that on March 14, 2016, the duplicate lease was closed. Additionally, a credit in the amount of $53.00, which is comprised of $26.50 being credited back for each of the following bill cycle dates; February 2, 2016, and March 2, 2016, which resulted in a reduced balance of $159.96. T-Mobile records reflect that on March 20, 2016, Ms. [redacted] remitted a payment in the amount of $159.96. As of the date of this letter, Ms. [redacted] account remains active with a zero balance. 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. Shannon R[redacted] Executive Response

I am thankful that they went ahead and gave me a replacement phone plus, the credit I feel was rightfully owed.  I wish that a supervisor or manager had the same rights to help a customer then it would have never got to Revdex.com.  In a 13 year relationship with tmobile and we've had our bumps, but I will continue to be a long standing customer.  Thank youRevdex.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 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 7, 2017, regarding the above-referenced account. Please be advised that we have made an attempt to contact Ms. [redacted], which was proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any concern to Ms. [redacted] in regards to her recent upgrade experience. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous by providing the Un-carrier experience in ever interaction with our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent visit to our retail location.
T-Mobile records confirm that on February 10, 2017, Ms. [redacted] purchased two Apple iPhone 6s Plus handsets at retail price but also several accessories for each device on T-Mobile’s Equipment Installment Plan (“EIP”) option totaling $289.92. T-Mobile records confirm that Ms. [redacted] agreed to 24 monthly installments of $12.10 for the accessories at the time of purchase. Regrettably, T-Mobile does not have a record of a promotional offer or option offering additional accessories for free with a purchase of an Apple iPhone 6s Plus. Therefore, Ms. [redacted]’s accessories EIPs are valid and owed.
However, in an effort to amicably resolve this matter, on April 10, 2017, T-Mobile waived the remaining EIP balance totaling $265.72 and issued a credit for the billed installments in the amount of $24.20 which left an account credit balance of $24.20. 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.
Oscar T[redacted]
Executive Response

July 12, 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 29, 2017, regarding the above-referenced account.    T-Mobile regrets any confusion Mr. [redacted] may have experienced in regards to his insurance claims. 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.   T-Mobile records indicate that on May 17, 2017, Mr. [redacted] elected to add a $12.00 JUMP! feature to his account on mobile number ending in [redacted].  Please note that the JUMP! feature includes Premium Handset Protection (“PHP”).  PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, and in-warranty and out-of-warranty malfunctions.  If the handset is no longer covered by the Limited Warrantee customer’s that have PHP can file a claim, pay a deductible and receive a replacement handset two times a year.  The coverage, policies, and claims are done by Assurant Solutions, Inc. not T-Mobile as T-Mobile and Assurant Solutions, Inc. are separate companies.    On June 29, 2017, two claims were filed for Mr. [redacted]’ Apple iPhone 6S 16GB handset which was subsequently denied.  As T-Mobile and Assurant Solutions, Inc. are separate companies we are unable to confirm the reasons behind a claim denial.  Customers are required to provide the last date of use when filing a claim.  As such, if Mr. [redacted] provided an incorrect date his claim would have been declined.   Upon speaking with Mr. [redacted] on July 3, 2017, he was able to confirm that his claim filed on June 30, 2017, was successful and Assurant Solutions, Inc. shipped him an Apple iPhone 6S 16GB handset. 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.   Alyssa K[redacted] Executive Response

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 Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 27, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted] via email and on her T-Mobile mobile number, which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.    T-Mobile regrets any multiple concerns Ms. [redacted] is experiencing while she is a T-Mobile customer.  Please be assured that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered with her recent contact with our Customer Care.  T-Mobile appreciates the feedback Ms. [redacted] provided as it allows us to take the necessary steps to improve future customer experiences.    In regards to Ms. [redacted]’s coverage, our goal is to provide our customers with the best experience possible.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors that may interfere with actual service, quality, and availability.   Our records indicate that T-Mobile has attempted to troubleshoot with Ms. [redacted] several times when she has contacted us with concerns regarding her coverage, however; Ms. [redacted] has declined to perform any troubleshooting with our Customer Care team.  It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.   In attempting to resolve Ms. [redacted]’s concerns, we began by verifying her address as compared to our coverage map.  We were able to confirm that her Jacksonville, FL address is in 4G LTE coverage area.  Most recently on August 10, 2017, we found that T-Mobile filed a Trouble Ticket number [redacted] in Ms. [redacted]’s area for connectivity issues and our T-Mobile Engineering team found issues with the hardware.  Our  Engineering team worked diligently on this issue and it was resolved on August 18, 2017, where we confirmed connectivity was re-established.  In addition, our records indicate that T-Mobile has scheduled modernization for several tower site locations for our L1900, which is our 4G LTE service.  Unfortunately this may result in continued coverage issues until the modernization efforts are completed.  Customers may view tower inquiry information and request status updates on our ever expanding network coverage on www.t-mobile.com/coverage.     While we do regret any issues, we have carefully reviewed Ms. [redacted]’s account and we found that her mobile number ending in [redacted] is subscribed to our unlimited 4G LTE data included in her T-Mobile ONE rate plan for $75.00 per month and receives an Autopay discount of $5.00.  Also, Ms. [redacted] is subscribed to our T-Mobile ONE Plus feature at no additional charge providing her with 10 gigabytes (GB) of 4G LTE Smartphone Mobile Hotspot.  As of September 5, 2017, Ms. [redacted] has used a total of 21.4 GB of data and 2 GB of Smartphone Mobile Hotspot data.   Ms. [redacted]’s mobile internet mobile number ending in 0624 is subscribed to our T-Mobile ONE Tablet rate plan for $75.00 per month and receives an Autopay discount of $5.00 along with a discount of $50.00 for having an active voice line on the account. This rate plan provides Ms. [redacted] with unlimited 4G LTE device data and unlimited 3G Smartphone Mobile Hotspot.  Ms. [redacted] is also subscribed to our One Plus Promo feature at no additional charge, which provides her with 10GB of 4G LTE Smartphone Mobile Hotspot.  As of September 5, 2017, Ms. [redacted] mobile internet mobile number ending in 0624 has used 24.4 GB of her unlimited 4G LTE data.  Ms. [redacted] also has used 13.97 GB of 4G LTE Smartphone Mobile Hotspot.  It is important to note that once the 10 GB threshold is reached on her 10GB of 4G LTE Smartphone Mobile Hotspot threshold, services continue at a reduced rate until the start of the next billing cycle. Ms. [redacted]’s speeds for her Smartphone Mobile Hotspot have been reduced.    As of May 15, 2015, Ms. [redacted] has been enrolled into Autopay, where she pays her T-Mobile account automatically every month from her selected financial institution.  It is important to note that Ms. [redacted]’s Autopay will automatically deduct the payment approximately two days before the bill due date and applies them to the account as a payment.  Our records confirm that Ms. [redacted]’s billing cycle runs from the 3rd to the 2nd of every month with her billing due date on the 23rd.    On July 24, 2017, Ms. [redacted] requested a bill cycle change and it was changed to close on the 7th of every month and the new billing cycle will run from the 8th to the 7th with her bill due date on 28th, which means the payment would be deducted by 26th.   It is T-Mobile’s understanding that Ms. [redacted] would like to change her cycle to pay on the 2nd of every month and she would need her due date to be on the 4th of every month.    Our records further indicate that on August 23, 2017 a payment in the amount of $22.50 was paid to Ms. [redacted]’s account for her monthly services.  On August 26, 2017, a payment in the amount of $37.50 was paid to Ms. [redacted]’s account for her monthly services.  As mentioned above, Ms. [redacted] requested a billing cycle change.  The change in bill cycle resulted in a pro-rated bill for the portion of the old cycle and then almost immediately, a new bill for the next full month of service on the new billing cycle.  We do regret any misunderstanding about the billing cycles and charges for each.   Lastly, our T-Mobile Executive office was able to log into Ms. [redacted]’s MyT-Mobile.com.  We would like the opportunity to help Ms. [redacted] with her online service by troubleshooting or she may contact our Technical care by dialing 611 from her handset.  Ms. [redacted] may also contact me or our Customer Care team in regards to the changing of her bill cycle.  In regards to Ms. [redacted]’s calls to Customer Care, all calls are routed to the nearest representative.  Ms. [redacted] may also visit her nearest T-Mobile store.   In an effort to amicably resolve this matter, on August 9, 2017, T-Mobile applied a courtesy credit of $30.00 to her account.  On August 9, 2017, T-Mobile offered Ms. [redacted] the new T-Mobile ONE 55 Plus rate plan which is for our senior citizens to help her save money and she declined.  Ms. [redacted] may contact me at the number provided below to further troubleshoot if she is still having coverage concerns or any technical issues.  T-Mobile will need at least three examples of dropped calls or examples of not being able to make calls so that we can provide this information to our Engineering team for review.  In addition, Ms. [redacted] may provide me with a copy of her financial institution statement for any disputed late fees and or check return fees due to AutoPay with T-Mobile to my attention at [redacted]@T-Mobile.com by September 25, 2017 for further review.  As of September 5, 2017, Ms. [redacted]’s account remains active with a zero balance.  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

April 5, 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 March 31, 2017, regarding the above-referenced account.
T-Mobile regrets that Mr. [redacted] canceled his T-Mobile service and any inconvenience experienced by him regarding his account balance concerns.
T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] was transferred to another service provider on December 27, 2016. The arrangement to transfer the line of service was made directly with Mr. [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 Mr. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on Mr. [redacted]’s account on February 17, 2017, when Mr. [redacted] contacted T-Mobile.
As Mr. [redacted]’s mobile number ending in [redacted] remained active until February 17, 2017, he was assessed his normal monthly recurring charges. As Mr. [redacted] was subscribed to AutoPay feature, his balance was automatically withdrawn from his financial institution.
Furthermore T-Mobile records indicate on March 18, 2017, Mr. [redacted]’s payment remitted on January 4, 2017 in the amount of $147.75 and his payment remitted on February 4, 2017 in the amount of $134.37 were both returned as unpaid.
However in an effort to amicably resolve this matter, T-Mobile has agreed to credit Mr. [redacted]’s balance in full. As such, T-Mobile has applied a credit in the amount of $283.50. Mr. [redacted]’s account remains closed with a zero balance.
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

July 10, 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 July 6, 2015, regarding the above-referenced account. In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal. T-Mobile will now reimburse 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 five 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. T-Mobile records indicate Ms. [redacted] sent her EIP reimbursement information on May 23, 2015. On June 19, 2015 T-Mobile declined Ms. [redacted] request as the handset returned was physically damaged. As stated in the terms of the reimbursement the handset must be in good working order to qualify for the reimbursement. T-Mobile contacted Ms. [redacted] on July 8, 2015 and offered to provide an adjustment in the amount of $162.50 which is one-half of the $325.00 she requested in the reimbursement. Unfortunately Ms. [redacted] declined this offer. T-Mobile regrets 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Jason M[redacted] Executive Response

September 26, 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 23, 2015, regarding the above-referenced account. Please be advised that T-Mobile made several attempts to reach Mr. [redacted]; however our attempts have proven unsuccessful. T-Mobile will attempt to address Mr. [redacted]’s concerns with this letter. T-Mobile regrets any misinformation Mr. [redacted] was given regarding our Carrier Freedom program. T-Mobile’s Carrier Freedom program offers customers who switch to T-Mobile and trade-in a device, a device payment plan reimbursement for the full unpaid balance and up to $350.00, per line for early termination, based on the ETF on the final bill and/or their carrier's device payment plan. Working devices that pass three-point inspection qualify for a trade-in credit based on the market value for the device. When the submission is completed, a Visa Prepaid Card will be mailed to the customer in amount of their remaining device payment plan balance minus trade-in credit received. T-Mobile records confirm that Mr. [redacted] received a $371.00 trade-in credit for each of the Apple iPhone 6 Plus 64GB handsets traded-in on July 4, 2015. Unfortunately, Mr. [redacted]’s Carrier Freedom submission was completed for early termination fee reimbursements and not device payment plan reimbursements; therefore his claims were denied. In an effort to amicably resolve this matter, on September 25, 2015, T-Mobile approved Mr. [redacted]’s device payment plan reimbursements and he can expect a Visa Prepaid Card totaling $602.06 within two to three weeks from the date of this letter. T-Mobile regrets any inconvenience Mr. [redacted] has 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 [redacted] Very truly yours, T-MOBILE USA, INC. Cindy M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:They refused to take it out of my credit
Sincerely,
[redacted]