T-Mobile Usa Inc

Hello, 
Complaint # [redacted] has been resolved. 
 
Thank you 
-[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]

May 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated May 16, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding our Samsung Promotion. Please be advised that from March 11, 2016, to March 17, 2016, postpaid customers who buy a Samsung Galaxy S7 or S7 Edge can get another S7 or S7 edge of equal or lesser value for free when they activate a new line of service on same account. T-Mobile records confirm that on March 11, 2016 and March 17, 2016, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted], and also qualified for and took advantage of our Equipment Installment Plan ("EIP") with the purchase of four Samsung Galaxy S7 Edge handsets. Within 30 days of the purchase of the new devices, customers were required to submit their rebate redemption at www.t-mobile.com/promotions. Please note that as Mr. [redacted] mentions, there were several requirements that needed to be met in order to obtain the rebate, including that the new lines of service must remain active until the rebate is received, and the account must be in good standing at the time that the rebate is approved. In addition, the handset must show usage on the T-Mobile account, and remain on EIP throughout the duration of the rebate approval process. Once all requirements are met and the refund is approved, customers could expect to receive their refund cards at their address of record within eight weeks of weeks of submission. However, please note that due to the overwhelming response T-Mobile and Samsung received for this offer, T-Mobile, and our card issuer, Citibank, experienced delays in producing the cards. We regret any inconvenience regarding this delay and have confirmed that all refund cards have now shipped. Upon reviewing Mr. [redacted]’s rebate submission, T-Mobile determined that one refund card in the amount of $779.99 had been shipped to Mr. [redacted] as of May 18, 2016, for delivery in seven to ten business days. However, records confirm that Mr. [redacted]’s second refund was denied due to an inadvertent system error which flagged it as a duplicate submission. Upon speaking with Mr. [redacted] regarding this matter, T-Mobile offered to issue the remaining refund in the amount of $779.99 directly to Mr. [redacted]’s outstanding EIP balance for the mobile number ending in 0145. $714.99 was issued to the EIP on the S7 Edge, closing the EIP with a zero balance, and the remaining $65.00 was issued to Mr. [redacted]’s account, bringing the account to a zero balance. Mr. [redacted] accepted this offer as resolution in full to his concerns. 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. Kayla J[redacted]Executive Response

October 7, 2015 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 September 30, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved [redacted] concerns to her satisfaction. Upon verification, our records indicate that Ms. [redacted] and [redacted] are the same person. T-Mobile regrets any concerns to [redacted] regarding her T-Mobile account and billing. T-Mobile records confirm that as of May 1, 2011, [redacted] had a T-Mobile account with three mobile numbers ending in [redacted], and [redacted] was subscribed to our Family Time Even More Plus plan for $49.99 per month. This plan provided 750 shared anytime minutes with unlimited nights, weekends, and T-Mobile-to-T-Mobile calling. The additional line was charged $5.00 per month for the same features. Our records indicate that on April 29, 2014, [redacted] contacted T-Mobile and suspended the mobile number ending in [redacted] stated she was going to hold on to the line and purchase a new handset the following month. The mobile number ending in [redacted] stayed in suspension status. On November 28, 2014, [redacted] canceled her mobile numbers ending in [redacted] and [redacted], when she transferred them to another service provider. [redacted] never requested to cancel the mobile number ending in [redacted] which resulted in her account remained active. On November 28, 2014, [redacted] account was canceled due to non-payment. [redacted] account balance was $196.89, which consisted of her monthly access charges from August 15, 2014 through November 28, 2014 and applicable taxes. T-Mobile provided [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due date. As payment was not received timely, on January 17, 2015, T-Mobile transferred [redacted] account to a third party collection agency, [redacted] in an attempt to collect the past due balance. On April 25, 2015, [redacted] account was then referred to [redacted]. On September 3, 2015 and September 9, 2015, [redacted] made a payment in the amount of $86.14 each time to [redacted]. On September 12, 2015, our records indicate that [redacted] account was settled in full with [redacted]. In an effort to amicably resolve this matter, on October 6, 2015, T-Mobile processed a refund card in the amount of $172.28 for the payments [redacted] made to [redacted] accepted this as a resolution to this matter. Please allow seven to ten business days for mailing. T-Mobile regrets any inconvenience to [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 [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[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 27, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to his satisfaction.
T-Mobile understands the importance of ensuring our customers are provided with accurate information on each interaction and we regret any confusion Ms. [redacted] may have experienced regarding the SmartPhone Equality offer.
T-Mobile has recently implemented an initiative we call Bill Simplicity which includes a variety of improvements to simplify the balances reflected on our customer’s monthly billing statements. This includes the update to our Equipment Installment Plan (“EIP") offer that eliminated down payments. This was done in order to provide an easy to read monthly installment, for example $25.00 as opposed to $27.09; adding a small down payment at the time of financing allows us to provide such monthly installments.
In order to reach an amicable resolution with Ms. [redacted], T-Mobile has agreed to make a one-time exception and provide Ms. [redacted] with an EIP financing option that does not include a down payment. Ms. [redacted] understands that all future EIP purchases will include a down payment of some amount as is the case for all well-qualified T-Mobile customers. T-Mobile asks that Ms. [redacted] contact me either at the email [redacted]@T-Mobile.com or the number below once the account has been brought current to discuss upgrade options. Ms. [redacted] has been informed she will be unable to finance a device at a retail location with no down payment as our Point of Sale systems do not allow associates to modify pricing.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted]
Executive Response

Revdex.com:
I will look at a credit report in July of 2016 and see if it has in fact been removed. If it has not, I will be in touch again. The person that was assigned my case was in fact, very helpful, and made this as painless as possible. With all that being said... 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 credit is not showing on my account. 
Sincerely,
[redacted]

April 24, 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 14, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his handset. On November 21, 2016, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the purchase of a Samsung Galaxy S7 Edge. JOD is a leasing option in which participating customers may be required to remit a capital cost reduction and agree to a series of 18 monthly payments as well as a final Purchase Option Price (“POP”). Additionally, customers are provided the freedom to return their current handset and lease a new one up to three times per calendar year.
JOD customers have the option to cancel their lease and return their handset at any time during the lease term to a T-Mobile retail location; however, should they choose to end their lease before the 18-month period is completed, the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is cancelled, the total remaining balance for the lease payments and the POP of the handset will be assessed on the next month’s billing statement.
Nonetheless, as a gesture of goodwill, on April 18, 2017, T-Mobile agreed to allow Mr. [redacted] to return his handset back to T-Mobile without incurring the cost of the remaining lease payments and the POP. Please note that Mr. [redacted] must return the handset to Executive office within 30 days of the date of this letter. At the time that the device is returned, we will follow up on Mr. [redacted]’s account and adjust any additional fees applied for ending the JOD lease. 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.
Mercedes V[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 3, 2017, regarding the above-referenced account. T-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile.
Family Mobile records indicate that on June 1, 2017, Ms. [redacted] contacted Family Mobile Customer Care to report concerns with her handset. Please note that troubleshooting was performed in an effort to resolve Ms. [redacted]’s concerns, although when the issue remained outstanding, Ms. [redacted] was provided with additional troubleshooting steps to try upon completion of the call, including performing a master reset. Additionally, Ms. [redacted] was advised that on May 18, 2017, her account had been migrated to Tracfone, and was provided with the Tracfone phone number for additional troubleshooting if needed.
As you may be aware, the Family Mobile brand and service were purchased from T-Mobile by TracFone. As part of that purchase, TracFone assumed responsibility and control over operation of the Family Mobile service. This migration of the Family Mobile service to TracFone is currently taking place, as Tracfone assumes full control over the Family Mobile accounts and platform, including customer service support and billing operations. Although the Family Mobile owned service still operates on the T-Mobile wireless network, the Family Mobile service and brand is now wholly owned by TracFone and operates independently from T-Mobile. As Ms. [redacted]’s account was already migrated to TracFone, we ask that she contact TracFone’s Customer Service department to address any remaining handset or coverage concerns. TracFone’s Customer Service department can be reached at 1-877-440-9758.
Please be assured that Family 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 Family Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with Family Mobile 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. If you have any further questions please feel free to contact Family Mobile at: Family Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM, 87190.
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with our recent contact. T-Mobile records confirm that on September 14, 2017, Mr. [redacted] settled his balance in full with Diversified Consultants by making a payment in the amount of $757.91. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding or settled. Accordingly, this settlement would have been reported to the credit bureaus by the collection agency, Diversified Consultants. As of September 18, 2017, Mr. [redacted]’s account remains canceled and settled in full. Please be advised that the account balance will show in the amount of $2,122.96 for T-Mobile record keeping purposes only.
Regretfully, T-Mobile does not have Mr. [redacted]’s receipt of the payments he made with the collection company as they were made with Diversified Consultants.
We understand how important it is for Mr. [redacted] to receive accurate information therefore; we also recommend that Mr. [redacted] contact the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
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

July 5, 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 June 26, 2016, regarding the above-referenced account. We are sorry to hear that Mr. [redacted] had concerns with his billing cycle and due date. It is important to note that when Mr. [redacted] activated his T-Mobile account on June 22, 2016, the billing cycle started on the 23rd of one month, ended on the 22nd of the following month, and the bill was due on the 15th of each month. Please note that Mr. [redacted]’s first bill is due on July 15, 2016. On June 25, 2016, Mr. [redacted] contacted T-Mobile and requested that we change his billing cycle so that the bill cycle starts on the 8th of each month, closes on the 7th, and is due on the 28th of each month. Please note that this bill cycle change will go into effect at the end of his current bill cycle on July 22, 2016. Additionally, because Mr. [redacted]’s billing cycle date is being changed he may receive a prorated bill for the period of July 23, 2016, through August 7, 2016, so that he may start his regular bill cycle starting on the 8th of each month. In an effort to amicably resolve this matter, T-Mobile has placed a hold on Mr. [redacted]’s account until July 25, 2016, so that he may be able this month’s bill on July 25, 2016, instead of the current due date of July 15, 2016. 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. Taylor B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:  There are still problems on the account caused by this issue. The promotions I was eligible for have been revoked which I was advised was not going to happen so until this is resolved I am not satisfied with this response
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. Please note that on September 25th, when the representative entered my place of employment, I simply asked for monthly pricing.  I did not complete an account application, nor were the terms and conditions provided to me, and the credit check was simply unauthorized. I do appreciate T-Mobile doing the right thing and their prompt follow up.  Sincerely, [redacted]

July 6, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 24, 2017 regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to her handset.  T-Mobile records reflect that on March 26, 2017, Ms. [redacted] purchased a Samsung Galaxy S7 Edge handset.  By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device.  Upon review of Ms. [redacted]‘s account this warranty has been extended as she subscribes to the optional JUMP! feature with Premium Device Protection for $12.00 per month.  During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.   On June 21, 2017, Ms. [redacted] contacted Customer Care to process a warranty exchange.  At that time, Ms. [redacted] advised that there was a crack on the screen.  T-Mobile advised Ms. [redacted] that she had the JUMP! feature with Premium Device Protection insurance feature and could file a claim.  Ms. [redacted] declined and was advised that the retail location would be able to inspect the phone to see if it qualified for a warranty exchange.   On June 23, 2017, Ms. [redacted] visited a retail location to complete the warranty exchange process.  At that time, Ms. [redacted] was advised her phone is out of warranty due to the physical damage on the device and that she could complete and insurance claim.   T-Mobile has advised Ms. [redacted] the handset in question is covered by insurance from Assurant Solutions, Inc. (“Assurant”).  As such, it must be replaced through Assurant, who may be contacted directly at 1-866-866-6285 or online at www.myphpinfo.com.  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.   Lauren L[redacted] Executive Response

Revdex.com:I appreciated T-Mobile's quick response and efforts to resolve my complaint, ID [redacted], and find that their resolution is satisfactory to me. Sincerely, [redacted]

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

August 23, 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 12, 2017, regarding the above-referenced account.
T-Mobile regrets any data usage concerns that Mr. [redacted] has experienced and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that as of February 28, 2017, Mr. [redacted] subscribed to T-Mobile’s ONE rate plan, for $75.00 per month and includes unlimited talk, text and data, unlimited data provided at up to 4G/LTE speeds depending on device capability.
Upon reviewing the address listed on the account, T-Mobile found that Mr. [redacted]’s area is served by our network with the following spectrums: LTE 2100 MHz as well as1900 MHz for 4G services. Mr. [redacted]’s area is also served by our 2G technology. Additionally, T-Mobile confirmed that Mr. [redacted] is utilizing a Samsung Galaxy 6 which is able to access all of the above referenced spectrums. It is T-Mobile’s position that Mr. [redacted] is receiving the expected coverage for his area.
T-Mobile reviewed the usage on the account from July 28, 2017, to August 22, 2017, and over the course of the last 24 days, Mr. [redacted] used a total of 1,087 minutes with calls as long as 133 minutes, sent and received multiple text messages and used an average of 5,269.53 megabytes (52.6 GB) of data. As such, it is T-Mobile’s position that Mr. [redacted] is able to utilize the service.
T-Mobile is focused on providing the best network experience for all of our customers, and as a result we may temporarily reduce data throughput speeds for a small fraction of customers who use a disproportionate amount of bandwidth. Additional information about this process can be found in Mr. [redacted]’s Terms and Conditions of service, but T-Mobile reserves the right to reduce data speeds once a user on the account has reached 32 GB of data usage during a billing cycle. Once the 32 GB threshold is reached, services continue at a reduced rate until the start of the next billing cycle.
We appreciate that reduced data throughput may cause usage challenges and that is why customers are provided with a number of options to tracking their data usage. Using a T-Mobile device, you can dial #WEB# (#932#) and press send to check data usage at any time. T-Mobile also sends a free text message once usage reaches 16 GB during a billing cycle.
Customers are also invited to access their individual my.t-mobile.com account webpage to view and monitor all account usage information, including past and current data usage. Finally, at any time, T-Mobile’s Customer Care representatives are available to supply real time data usage and other account information. 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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

February 7, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated January 25, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her T-Mobile purchase. T-Mobile records confirm that on November 25, 2016, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Gold handset with 32GB of memory. Ms. [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $28.75. Records confirm that from November 24, 2016, through November 27, 2016, eligible customers who have T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data feature, trade-in a qualifying fully own Apple, Samsung, or LG phone from any carrier can get the Samsung Galaxy S7, Samsung Galaxy S7 Edge, or LG V20 for free, via monthly bill credits. T-Mobile records indicate that while Ms. [redacted] traded-in her Samsung Galaxy S5 handset, the account was subscribed to the Simple Choice Value Family Unlimited Talk and Text rate plan 2 lines for $140.00, plus taxes, for the first two voice lines of service, rate plan, which did not qualify for the offer. Nevertheless, in an effort to amicably resolve the matter, on January 30, 2017, T-Mobile applied a credit of $589.99 to Ms. [redacted]’ open EIP balance on the Samsung Galaxy S7 handset, reducing the balance owed to $100.00. Ms. [redacted] has accepted this as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

September 11, 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 August 28, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder on record is [redacted], and that he has designated [redacted] as an authorized user of the account.    T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to the activation of the account.  Please note that T-Mobile provides accessibility to T-Mobile’s Terms and Conditions at the time of activation prior to acceptance of service.  We regret hearing that due to an inadvertent system issue, Mr. [redacted] was unable to view the full information.  We make every effort to be professional and courteous and provide full and accurate information to our customers.   Upon speaking with Ms. [redacted] on September 8, 2017, she indicated that she did have copies of the activation paperwork.  Please note that Ms. [redacted]’s feedback in regards to accessibility for Terms and Conditions has been noted and will be forwarded to the appropriate persons.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jessica G[redacted] Executive Response

May 16, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: *** *** Your File No. *** T-Mobile Account No. *** To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 7, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. ***’s concerns have been resolved to his satisfaction. T-Mobile records indicate that on February 15, 2016, Mr. *** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s 16GB handset in Gray and an Apple iPhone 6s 16GB handset in rose gold. 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. Based on his personal credit history at the time of Mr. ***’s purchase, he was not required to make a down payment; however, he agreed to pay $87.75, which is for the taxes on the full retail price of both devices. Mr. *** then agreed to a series of 24 monthly installments in the amount of $27.09 for the Gray and $13.54 for the rose gold. T-Mobile records confirm that on February 15, 2016, the EIP for the Apple iPhone 6s 16GB in rose gold is reflecting as returned however, due to an inadvertent error the EIP for the Apple iPhone 6s 16GB handset in gray remained active. In an effort to amicably resolve Mr. ***’s concerns on May 12, 2016, T-Mobile absolved him of any charges associated with the EIP for the Apple iPhone 6s 16GB handset in gray. Additionally, a one-time credit in the amount of $87.75 was issued to Mr. ***’s account for the taxes charged to his debit card for the in store purchase, resulting in a reduced balance of $99.70 which was due on May 11, 2016. Please be advised that on May 12, 2016, a payment in the amount of $99.70 was remitted to Mr. ***’s account absolving the remaining balance. At this time Mr. ***’s 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 Mr. ***’s contact with our retail location and Customer Care. T-Mobile regrets any inconvenience to Mr. ***. 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. *** Very truly yours, T-MOBILE USA, INC. Shannon R*** Executive Response