T-Mobile Usa Inc

Complaint: [redacted]I am rejecting this response because: although I appreciate the efforts of the reps I had to go through way to much unnecessary phone calls and misinformation to get my billing back on track. I had to call each month to get credit for free data promo and I would have qualified for $0 down had my billing cycle not changed without my permission due to the employee discount I was told I would receive for 15% off. I would've never enrolled had I know of the changes to the policy and the change it would make to my bill cycle at the end of my 12 consecutive monthly payments. Customer service is very misinformed, confusing,and lack proper information to forewarn of changes. It caused me to have to male more  than 1 payment in a month that I wasn't prepared for since I was told I didn't qualify for the program I was interested in signing up for in the 1st place.However when bill is due I get multiple calls harassing me for a payment that I wasn't expecting to make. when I call in to complain I get treated like I am trying to take advantage of the company with discounts that I don't deserve when all I want is a bill that matches what I signed up for every month.it would be best if I had to pay nothing for the down payment since I never knew starting a bill cycle for discount I never received happened without prior consent. And my $50 deposit reimbursed that was applied as a credit for down payment of phone Since I was supposed to get it after a year of 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.
Though I have suggested that when a customer's arranged payment fails, the business SHOULD notify the customer as a courtesy that the payment had failed. Being told by the agent on March 5th, 2017, when I did make the payment, when an arranged payment fails the customer has 48hrs to make that payment good or the account will be suspended. I NEVER received ANY notification that the arranged payment failed to process NOR did I receive any notification that I had 48hrs to make that payment after the fact. Customers cannot be made to sit and wait, watching to see if the payment has gone through. Thank you T-Mobile for the payment arrangement option but getting a notification via email or a courtesy phone call would make T-Mobile even better. I still don't even know if what the agent told me about the 48hrs was true policy.
Sincerely,
[redacted]

July 28, 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 July 15, 2017, regarding the above-referenced account. Please be advised, T-Mobile contacted the number on the correspondence with our contact information and Mr. [redacted] responded who is the one T-Mobile worked with on this matter.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the Carrier Freedom reimbursement program. As can be expected, there are several eligibility requirements for our Carrier Freedom reimbursement which are available at https://www.switch2t-mobile.com; one of those requirements being that customers must submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. Please be advised that some of these requirements were met and others were not.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
T-Mobile records indicate on October 15, 2015, Mr. [redacted] activated his T-Mobile account with five lines of service. T-Mobile records confirm Mr. [redacted] received trade in credits in the amount of $523.56. T-Mobile does not have record that we received Mr. [redacted]’s final monthly billing statement within 30 days of activation to process the second part of the reimbursement.
On July 14, 2017, our Customer Relations department received a correspondence from Mr. [redacted] regarding this matter however; the correspondence did not include the final monthly billing statement from the previous provider.
On July 24, 2017, T-Mobile spoke with Mr. [redacted] and requested his final monthly billing statement for further review. Once received, T-Mobile will determine the remaining amount owed to his previous carrier for early termination fees or equipment charges and send a prepaid refund card to Mr. [redacted]. To date, T-Mobile has not received the final monthly billing statement from Mr. [redacted]. T-Mobile requests Mr. [redacted] contact me at the number below within 14 days from the date of this letter to discuss this matter further. 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.
Jennifer G[redacted] Executive Response

June 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2017 regarding the above-referenced account.
T-Mobile regrets any ongoing concerns that Mr. [redacted] has with his account. As mentioned in our previous correspondence, upon careful review of the usage on Mr. [redacted]’s account over several months, we have determined that the majority of his usage has not been on the T-Mobile network. In accordance with the terms and conditions of Mr. [redacted]’s service, T-Mobile elected to provide a warning that his mobile numbers could be disconnected if we do not see a change in the overall usage of his service. We sincerely regret any inconvenience this matter may have caused.
T-Mobile respectfully declines Mr. [redacted]’s request to have a refund for the last year of service which he has used. In an attempt to mitigate any inconvenience to Mr. [redacted], we provided him with advance notice in order to allow him to either change his usage pattern to meet the terms and conditions of service or to have sufficient time to make arrangements to find a service provider in the areas that he most frequently uses his mobile phone services. T-Mobile has taken the steps to have the devices unlocked. In addition T-Mobile has agreed to provide an adjustment for the final month’s services, in an effort to relieve some of the expensive for Mr. [redacted] to switch to a new provider. 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.
Lauren L[redacted]
Executive Response

May 5, 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 23, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated his service on February 17, 2017 and attempted to take advantage of our 2017 Tax Time Switcher Offer promotion. As can be expected, there are several eligibility requirements for each of the above promotion. Regretfully, T-Mobile records confirm that on March 23, 2017, Mr. [redacted] was denied due to ineligible rate plan as No Credit Check accounts do not qualify. T-Mobile regrets any misunderstanding that may have occurred.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited Mr. [redacted]’s account in the amount of $150.00 leaving his account with a credit balance of $150.00. Mr. [redacted] has agreed to and accepted our offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted] Executive Response

May 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted]. [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 23, 2016 regarding the above-referenced account. T-Mobile regrets the final billing statement was not what Mr. [redacted] had expected and any misunderstanding regarding T-Mobile’s JUMP! On Demand (“JOD”) program. T-Mobile records indicate that the final balance of $1,724.71 on the final billing statement dated April 2, 2016, is comprised of the final JOD balance of $1,054.47 for an Apple iPhone 6s Plus 16GB, Apple iPhone 6 Plus 16GB and LG V10, monthly JOD charges and applicable taxes. Please be advised that JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. In addition, if a customer has an open JUMP! On Demand and the account is canceled, any remaining unpaid lease balance and purchase option price and applicable taxes on the canceled account is accelerated and becomes due with the final billing statement. T-Mobile confirms that the line ending in [redacted] and [redacted] were moved from Mr. [redacted]’s account via a Change of Responsibility (“COR”) which is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. It is important to note that lease balances of the JUMP! On Demand transfers are currently not supported and cannot be transferred between accounts. All charges apply to the final bill of the original account when closed. T-Mobile records further indicate that on April 30, 2016, Mr. [redacted]’s T-Mobile account incurred a $107.52 Non-Return fee for a Wi-Fi router. This brought Mr. [redacted]’s new balance to $1,832.23. Please note that the Wi-Fi router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. If returned with physical damage, the fee is $25.00. 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 provide this during any of Mr. [redacted]’s contact with our retail location or Customer Care. In an effort to amicably resolve this matter, T-Mobile applied a credit of $1,228.32 for the final JOD lease balance and Purchase Option price and applicable taxes for the LG V10 and the Apple iPhone 6s Plus Rose Gold 16GB as this equipment was returned to the retail location, leaving a balance owing of $603.91 which consists of the final JOD balance of $496.39 for the Apple iPhone 6 Plus 16GB for the line ending in [redacted] and the Non-Return fee of $107.52 for the Wi-Fi Router. T-Mobile also offered to remove the $496.39 JOD balance for the Apple iPhone 6 plus 16GB balance by returning the equipment to me directly at the following address: [redacted] T-Mobile recommends that Mr. [redacted] send his handsets via a traceable carrier. We ask that he please include his account information, handset, battery and charger within the box. If T-Mobile is not in receipt of the device by May 30, 2016 Mr. [redacted] will remain responsible for the remaining balance of the Apple iPhone 6 Plus 16GB and the Wi-Fi router. In addition, T-Mobile has placed a three month collection hold to provide additional time for Mr. [redacted] to make payments towards the final balance of $603.91. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Amor M[redacted] Executive Response

July 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]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have experienced in regards to her handset being damaged. T-Mobile records indicate on February 27, 2016, that Ms. [redacted] activated four voice lines of service and is subscribed to the Simple Choice Family Match Talk and Text rate plan for $120.00 per month plus applicable taxes and fees which provides unlimited minutes and unlimited text messages and up to 10 GBs of high speed data at up to 4G speeds depending on device capability.
Please note that JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
T-Mobile records indicate that on November 25, 2016, Ms. [redacted] entered into a JUMP! On Demand lease with an Apple iPhone 6S Rose Gold for a total amount of $372.00 to be paid over 18 months in the amount of $20.67 per month. JUMP! On Demand does not include handset insurance, or Premium Handset Protection (“PHP”), which may be added separately within 14-days of beginning a lease. PHP is an optional feature that will replace a customer’s handset for the cost of a deductible should the handset have sustained physical/liquid damage or be lost/stolen. Please note, upon review, T-Mobile is unable to find any record of Ms. [redacted] requesting PHP to be added to her line ending in [redacted]. Had Ms. [redacted] been enrolled in PHP the corresponding deductible for her Apple iPhone 6S would have been $175.00.
Nevertheless, as a gesture of goodwill, T-Mobile will extend the option to Ms. [redacted] to ship her an Apple iPhone 6S handset at the total cost of $175.00. Should Ms. [redacted] like to take advantage of this offer, she may contact me at the number listed below by August 6, 2017.
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]’s recent contact with our customer care. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Alyssa K[redacted]
Executive Response

June 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] T-Mobile Account Holder: [redacted] Your File No....

[redacted]  T-Mobile Account No. [redacted] 
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of record is [redacted], and that [redacted] has been designated as an authorized user.
T-Mobile regrets any promotional concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] activated four lines of service November 20, 2017, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and $25.00 per additional line of service. Please note that customers that enrolled in our free-of-charge AutoPay feature are eligible to receive a $5.00 bill credit per month, per line of service. Additionally, the same day, our records indicate Mr. [redacted] purchased the following handsets using our Equipment Installment Plan (“EIP”) offering:
• An Apple iPhone 7 32 GB handset with $24 monthly installments of $27.09; and
• An Apple iPhone 7 128 GB handset with a $99.99 down payment, and $24 monthly installments of $27.09.
T-Mobile records also indicate that Mr. [redacted] traded in the following handsets with associated trade-in value:
• An Apple iPhone 6 handset for $100.00 deferred credit to be issued as a bill credit upon T-Mobile’s receipt of the handset in like new condition;
• An Apple iPhone 6 handset for $100.00 instant trade-in credit; and
• A Blackberry Torch handset for $9.00 instant trade-in credit.
Please note that Mr. [redacted]’s instant trade-in credit were used towards the out of pocket costs at the time of purchase, and the deferred credit of $100.00 was issued on January 7, 2017, as a bill credit, upon T-Mobile’s receipt of the handset.
Furthermore, our records reflect that Mr. [redacted] attempted to take advantage of the following promotions:

• 2016 Friends and Family 2 lines On Us;
• Magenta Port-In;
• 2016 Apple Black Friday offer; and
• Carrier Freedom
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
With regard to our 2016 Friends and Family 2 lines On Us offer, customers that activated at least two new lines of services, for a total of at least four lines of service could receive two of the lines at no cost after monthly promotional credits. As Mr. [redacted]’s account met the eligibility requirements, the account was scheduled to receive the promotional offer. Due to an administrative error, the account was not enrolled in the offer. However, the account has been manually enrolled in the offer and should begin seeing the promotional offer within two billing cycles.
With respect to the Magenta Port-In offer, customers that ported-in a mobile number, and traded-in a fully owned handset could receive a $200.00 mail-in rebate, after submission request.
Regarding our 2016 Apple Black Friday offer, customers that purchased an iPhone 7 device using our EIP offering, traded-in a qualifying handset, and selected our T-Mobile ONE rate plan were eligible to receive the iPhone 7 handset at a discounted cost after trade-in credit, and 24 monthly promotional credits. It is important to note the Magenta Port-In offer and the 2016 Apple Black Friday were not eligible to be stacked.
Furthermore, our Carrier Freedom offers customers that ported-in a mobile number from another service provider, traded-in a qualifying handset, could be eligible to receive a reimbursement of up to $650.00 in the form of trade-in credit, and prepaid reimbursement card, upon submission of the detailed final billing statement from the old service provider. Regretfully, T-Mobile records do not indicate a submission was received. As such, Mr. [redacted] was not provided a reimbursement. It is also important to note that our Carrier Freedom offer is not eligible to be stacked with our Magenta Port-In offer or our 2016 Apple Black Friday offer.
However, as a courtesy, T-Mobile issued an account credit of $50.00 on April 11, 2017. Upon speaking with Mr. [redacted] on June 24, 2017, T-Mobile advised that his promotional eligibility is being actively reviewed, and Mr. [redacted] agreed to continue to work cooperatively with T-Mobile toward a resolution. As such, T-Mobile will keep Mr. [redacted] apprised of any updates regarding the promotional offers detailed above. 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.
Ronnie A[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 OK to me.
Sincerely,
[redacted]

February 27, 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 February 12, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] may have with the recent equipment purchase on her account.  Please note that T-Mobile takes account security seriously.  T-Mobile records reflect that the equipment order was completed from Ms. [redacted] MyT-Mobile.com account.  T-Mobile records indicate that on January 30, 2018, Ms. [redacted] account qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Studio Beats headset.  A down payment was not required for this order; however, the EIP required that $14.59 be added to Ms. [redacted]’ account for the following 24-monthly billing statements. It should be noted that at the time of the EIP order, $28.96 was charged for the applicable sales tax.  Our records reflect that this amount was charged to a credit card rather than Ms. [redacted]’ T-Mobile account. T-Mobile has completed its investigation of this matter and has been unable to substantiate that Ms. [redacted]’ authorized the above order.  As such, on February 15, 2018, T-Mobile absolved Ms. [redacted] of the remaining EIP balance.  Additionally, T-Mobile applied $14.59 in credit to Ms. [redacted]’ account in an effort to reimburse her for the EIP installment billed to her account.  In an effort to assist Ms. [redacted] with the security of her account T-Mobile offered to block access to ensure Ms. [redacted] is protected.  Please be advised that Ms. [redacted] declined to restrict access to her My.T-Mobile.com account.  T-Mobile encourages Ms. [redacted] to participate in a password reset via My.T-Mobile.com and establish a new password.  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 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Lauren L[redacted]Executive Response

February 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated February 2, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his handset and billing. Our records confirm that Mr. [redacted] activated his service on December 2, 1996. Mr. [redacted] currently has two lines of service ending in [redacted] and [redacted], and is subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $100.00 per month for two lines of service. This rate plan includes unlimited domestic voice minutes, text messages, and high speed data. Mr. [redacted] is also subscribed to our JUMP!2 handset protection on each of his lines at $10.00 monthly per line. Mr. [redacted] rate plan also includes our Simple Global service. Simple Global is automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note that there is no need to for customers to add a separate feature or service to the account before they travel. With T-Mobile's Simple Global offering, customers have unlimited web at standard speeds of approximately 128Kbps. These speeds are great for web browsing, e-mail, social networking and occasional use of certain features like GPS and maps. However, should a customer feel these speeds are not sufficient; higher-speed data passes are available for purchase when travelling abroad. Additionally, voice calls back to the U.S. and Simple Global countries are a flat rate of $0.20 per minute, while unlimited text messaging is included at no cost. It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates. Additionally, calls placed from the U.S. to international numbers are separate from Simple Global. Our records indicate that on Mr. [redacted] billing statement dated December 10, 2015, he incurred charges totaling $54.77 for international calling. T-Mobile records confirm that on December 10, 205, Mr. [redacted] purchased an Apple iPhone 6 handset using our Equipment Installment Plan (“EIP”) offering. 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. Mr. [redacted] remitted a down payment of $99.99 and agreed to 24 monthly installments of $27.08. Included with Mr. [redacted] purchases was a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please note that the replacement device may be a refurbished, or like-new, device. Additionally, as Mr. [redacted] is subscribed to our JUMP!2 handset protection, this warranty is extended for the life of the handset. Please note that Apple iPhone handset batteries are non-removable, and as such, replacement of the entire device is required if battery failure is determined. Our records confirm that Mr. [redacted] participated in our Limited Warranty Exchange program on August 26, 2015. We regret that Mr. [redacted] was not satisfied with the replacement device received. Regrettably, once a non-working handset has been received and processed at our national return center, we are unable to return it to the customer. In an effort to resolve Mr. [redacted] concerns, on January 29, 2016, T-Mobile issued a credit to his account in the amount of $54.77 for the international charges incurred on his December 10, 2015, billing statement. Mr. [redacted] account remains active, with a credit balance of $54.77. Additionally, on February 3, 2016, T-Mobile ordered Mr. [redacted] a new Apple iPhone 6S, utilizing our EIP program. T-Mobile issued a credit towards the purchase in the amount of $374.99, for half of the device cost, and Mr. [redacted] agreed to 24 monthly installments of $15.63 for the remaining balance. Should Mr. [redacted] wish to cancel his service in the future, T-Mobile recommends that he do so at the end of his billing cycle, which runs from the 10th of one month to the 9th of the following month. If Mr. [redacted] were to cancel mid cycle, he may be billed for an entire cycle. Mr. [redacted] may request cancellation by contacting Customer Care at 800-937-8997. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

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.
After several attempts Mr. Ruben A[redacted] and myself got to a common ground and agreed upon the total end balance of $1,110.00 USD.
appreciate your help and great support....  Revdex.comSincerely, [redacted]

Revdex.com:Not happy, but I will accept.Sincerely, [redacted]

May 23, 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 May 10, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the 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 account concerns Ms. [redacted] has experienced. T-Mobile records confirm that as of March 8, 2017, Mr. [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00 per month, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability.
Furthermore, T-Mobile records confirm that the data lines ending in [redacted] and [redacted] are subscribed to the Simple Choice North America with 6GB of Data promotional rate plan, which for $35.00 per month, provides each line with 6GB of data at up to 4G/LTE speeds depending on device capability. Please note that each line receives a monthly simple choice family discount in the amount of $14.99.
Lastly, the data line ending 9618 is subscribed to the Simple Choice North America with 5GB of Data, promotional rate plan, which for $20.00 per month, provides the data line with 5GB of data at up to 4G/LTE speeds depending on device capability. Please note that this data line receives a monthly simple choice family discount in the amount of $12.55.
T-Mobile regrets to hear of Ms. [redacted]’ concerns regarding a handset that she states was returned and continued to be charged on the account and would like to further discuss the matter to see how we may be able to assist her. We ask that Ms. [redacted] please contact me to go over the account and clarify any questions regarding the above referenced concerns. Ms. [redacted] may contact me at the below number between 6:00am and 4:30pm pacific standard time Monday, Tuesday, Thursday or Friday. 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.
Abigail [redacted] Executive Response

August 4, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 22, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile contacted Mr. ** and resolved his concerns to his satisfaction.   We regret any inconvenience to Mr. ** regarding the status of his refund and we appreciate the opportunity to address his concerns.   T-Mobile records indicate that on April 4, 2017, Mr. ** completed the cancellation of his account and at the time, Mr. **’s account had a credit balance of $766.29 due to excess of payments made by him.  After cancellation, Mr. **’s final charges were of $96.74 for the services rendered through cancellation which were covered by the credit balance leaving a revised credit balance of $669.55.  Please note, before requesting a refund, customers must wait 30 days to allow for any returned payments or other additional charges to be billed. If a credit balance remains, customers may then request a refund.   On July 20, 2017, T-Mobile approved Mr. **’s refund, however due to an inadvertent error, only $350.00 was approved and left a revised credit balance of $319.55 on Mr. **’s account.  After further review, T-Mobile found that Mr. **’s original credit card uti**zed to make his payments was expired causing even further delays for the approval of his refund. We regret any inconvenience to Mr. ** regarding this matter.   Nonetheless, in an effort to amicably resolve Mr. **’s concerns, on July 25, 2017, T-Mobile offered to provide Mr. **’s refund in the amount of $319.55 in the form of prepaid debit card.  Mr. ** accepted the prepaid card refund as resolution to his concerns.  Please note that it may take up to ten business days for Mr. **’s prepaid card to arrive.       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.   Sal O[redacted] Executive Response

January 29, 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 January 22, 2016, regarding the above-referenced account. T-Mobile regrets Ms. [redacted]’s concerns regarding her final account balance. T-Mobile records confirm that Ms. [redacted] canceled her account on November 18, 2015, when she ported her mobile number to another service provider. Ms. [redacted]’s billing cycle ran from the 24th of one month to the 13th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through December 13, 2015. In an effort to resolve this matter amicably, on January 28, 2016, T-Mobile has applied an account credit of $75.19 which includes monthly access charges and applicable taxes in the final billing statement. The canceled account reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

October 28, 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 October 19, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with handset and we are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. Please be advised that on June 27, 2016, T-Mobile sent out two Samsung Galaxy S7 handsets to Mr. [redacted] at no cost in exchange for his Samsung Galaxy Note 4 handset and Samsung Galaxy S6 handset. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. On October 7, 2016, Mr. [redacted] initiated a warranty exchange for the Samsung Galaxy S7 handset for the mobile number ending on 6454 and he received the replacement device on October 11,2016. On October 17, 2016, Mr. [redacted] was sent a brand new Samsung Galaxy J7 handset at no cost as a loaner phone to use while he sends his phone to be examined by the manufacturer. On October 25, 2016, upon speaking to Mr. [redacted] T-Mobile agreed to send him one like new Apple iPhone 6S Plus 16GB handset and one like new iPhone 6S 16GB handset in return for his current Samsung Galaxy S7 handsets and the Samsung Galaxy J7 handset. Mr. [redacted] accepted this as resolution and had no additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

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

Complaint: [redacted]
I am rejecting this response because:(The following is the transcript of an email I sent to [redacted] on May 6, 2017 in response to the complaint response I received. I have yet to receive a response to my follow up, nor has the original issue been resolved.)Thank you for the reply. While I have completed the steps above, I'm still reporting the device as locked. Again I'm referencing your public website which all third parties use to verify the device unlock status. Feel free to check yourself:1) I'm using the following website:https://www.t-mobile.com/verifyIMEI.aspx2) I enter the following IMEI number of my device:[IMEI REDACTED]3) I receive the following error message stating the device still has an outstanding balance:"This device has an outstanding balance that must be paid or it may not be able to be used on T-Mobile network. For more information or assistance, please call Customer Care at 1-844-226-8396"
Sincerely,
[redacted]

October 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 September 30, 2017, regarding the above-referenced account. We are pleased to report that Mr. [redacted]’s concerns have been address. T-Mobile regrets any continued concern that Mr. [redacted] has experienced regarding this matter, and we do appreciate the opportunity to respond.
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 and outreach to our Executive Response.
Upon further review of Mr. [redacted]’s correspondence, T-Mobile found that on September 18, 2017, T-Mobile’s Executive Response assisted Mr. [redacted] in removing an IMEI block for the handset he was using. It should be noted that Mr. [redacted]’s device in use was blocked as payment ceased on the original account in which it was purchased. Although the block was found to have been valid, as a courtesy T-Mobile assisted Mr. [redacted] in its removal of said block and also provided Mr. [redacted] a one-time $140.00 courtesy credit.
Please be advised that on October 4, 2017, T-Mobile contacted Mr. [redacted] regarding his concerns, and confirmed that his handset’s IMEI block was removed. Please note that Mr. [redacted]’s account remains active with a remaining $70.96 credit balance which will be used to offset future monthly billing.
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.
Jason Anaya
Executive Response