T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would, however, like to state for the record that I do in fact have an @Work account, and that this @Work account was included in the referenced emails.Sincerely, [redacted]

April 13, 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 March 29, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and we have verified [redacted] is the same person. T-Mobile records indicate that Ms. [redacted] activated the account on November 2, 2015, and was added to [redacted] corporate node on November 5, 2015. Please be advised T-Mobile does not offer a monthly discount for [redacted], they are only eligible for our Advantage Program. The T-Mobile Advantage Program allows individual customers to receive benefits based on their affiliation with their employer or university by adding their accounts to a corporate node. The current Advantage Program offers customers a $25.00 Rewards Card every time they purchase a new device or tablet. On January 26, 2016, T-Mobile notified Ms. [redacted] that her submission for the Advantage Rewards $25.00 Card Offer was approved, and additionally our records confirm that over the span of February 29, 2016, through March 28, 2016, Ms. [redacted] was given a total of $40.00 in courtesy credits in regards to her concern, and she was further advised that she only qualifies for our Advantage Program and would not be eligible for the monthly discount. On April 8, 2016, T-Mobile spoke to Ms. [redacted] and set the expectation that she would not be eligible for a monthly discount but may take advantage of our Advantage program. In an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile applied a final one-time courtesy credit of $112.12 bringing Ms. [redacted]’s account to a zero balance. Furthermore Ms. [redacted] agreed to remove her $30.00 unlimited data feature and it will be replaced with our 2 GB data feature at no additional cost to her current Simple Choice North America Unlimited Talk Text rate plan. Please be advised Ms. [redacted]’s rate plan change will take effect on April 20, 2016. Ms. [redacted] accepted the 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

December 11, 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 December 6, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding regarding Ms. [redacted]’s account billing. T-Mobile records confirm that Ms. [redacted] canceled her account on October 29, 2015, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 10th of one month to the 9th 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 November 9, 2015. T-Mobile records confirm that Ms. [redacted] received a billing statement totaling $75.67 for the billing period from October 10, 2015, through November 9, 2015, which included the monthly recurring charges, late fee, taxes and fees. T-Mobile records confirm that on October 22, 2015, Ms. [redacted]’s account was issued a credit of $5.29, for the late fee and taxes, which reflected as a credit balance on Ms. [redacted]’s account. On November 29, 2015, a refund of $5.29 was issued to Ms. [redacted] via a prepaid refund card to the address listed on her account. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $24.05 for the pro-rated charges incurred from October 29, 2015, through November 9, 2015. A prepaid refund card has been sent to Ms. [redacted] for the above mentioned amount; please allow up to ten business days for delivery. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[redacted] Executive Response

October 26, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]
                        [redacted]
                        [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 11, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns to Ms. [redacted] regarding an unauthorized payment transaction.  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.   Our records indicate that on April 9, 2017, Ms. [redacted] activated the above postpaid account number [redacted] and subscribed to T-Mobile’s T-Mobile ONE All In promotional rate plan for $110.00 per month with mobile number ending in [redacted].  Please note that the mobile number ending in [redacted] was a prepaid mobile number transferred from our prepaid service to the Ms. [redacted]’s postpaid account.  Additionally, the mobile number ending in [redacted] had the Device Protection feature for $7.00 per month, the ONE Plus feature for $5.00 per month and the Hosted Mobility Management Service feature for $5.00 per month.  Furthermore, Ms. [redacted] was subscribed to the T-Mobile ONE rate plan for $75.00 per month with mobile number ending in [redacted] which also had the Device Protection feature for $7.00 per month, and the ONE Plus feature for $5.00 per month.    T-Mobile records indicate Ms. [redacted] qualified for and took advantage of the below Equipment Installment Plans (“EIP”).  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.   April 9, 2017, one LG Aristo handset with 24 monthly installments in the amount of $5.00. May 18, 2017, one LG Aristo handset with 24 monthly installments in the amount of $6.00. June 4, 2017, one LG K20 handset with 24 monthly installments in the amount of $7.00.     Upon receipt of Ms. [redacted]’s correspondence from your office we reviewed our payment system and found that under Ms. [redacted]’s postpaid account, three payments were remitted as followed: on May 10, 2017 in the amount of $131.00, on May 31, 2017, in the amount of $124.76 and on July 23, 2017 in the amount of $158.31.  Please be advised that Ms. [redacted]’s account reflects a final balance of $564.62 which consists of monthly recurring charges, late fees, EIP monthly installments for the LG V20 handset and both LG Aristo handsets, applicable taxes and fees billed from July 10, 2017 to August 9, 2017, and the remaining EIP balances for the handsets.    Please note that on June 24, 2017, Ms. [redacted] transferred her mobile number ending in [redacted] from the account to a prepaid service.  Following, on August 9, 2017, Ms. [redacted] also transferred her mobile number ending in [redacted] from the account to a separate prepaid service.  Please be advised that payments processed by our Pay-As-You-Go and Prepaid services are processed by [redacted], a third party company.  As such, T-Mobile does not have the ability to view or access payment information or any concerns regarding payments under our prepaid service and all concerns must be directed to [redacted].   Nonetheless, a further review of Ms. [redacted]’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on September 27, 2017 in the amount of $45.00.  Additionally, a review of Ms. [redacted]’s prepaid service for mobile number ending in [redacted] reflects that the last payment remitted on this service was on October 11, 2017 in the amount of $50.00.   In an effort to amicably resolve this matter, on October 18, 2017, T-Mobile agreed to issue a credit of $196.62 towards the final balance on Ms. [redacted]’s postpaid account, therefore leaving the account closed with a final balance of $368.00 for the remaining EIP balances of the LG V20 handset and both LG Aristo handsets.  Ms. [redacted] may contact Customer Care directly at [redacted] to make arrangement for payment. T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]

September 29, 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 19, 2015, regarding the above-referenced account. T-Mobile has confirmed that the name on the correspondence and the name on the account are the same person. T-Mobile would like ensure that Ms. [redacted] is satisfied with the way her account is set up, if she would like to update the billing name on her T-Mobile account to reflect her name change, she may bring her government-issued I.D., and Marriage Certificate / Divorce Decree to a direct T-Mobile retail store to have her account updated. Please note that T-Mobile can only change the billing name to match the name listed on the government-issued I.D. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response to your office and we want to assure her that she is being billed properly. As stated in our previous correspondence, if customers make an extra EIP payment with an account balance greater than zero, like Ms. [redacted] did, the payment is posted to the account immediately while the associated charge to close the EIP does not appear until the end of the billing cycle. As such the extra EIP payment will appear to reduce the balance due for that month rather than the EIP balance. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has issued a onetime credit in the amount of $43.11 toward Ms. [redacted]’s account for the previous EIP payments for the Roll Glass and S-view cover. To make the EIP payoff process as seamless as possible for Ms. [redacted] in the future, we recommend that she make extra EIP payments when her account reflects 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 [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

August 28, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327             Re:      [redacted]...

[redacted]                        T-Mobile Account Holder: [redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 15, 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. T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any on-going concerns experienced by Ms. [redacted] regarding the account billing and services on the T-Mobile account. According to our records on June 22, 2017, Ms. [redacted]’ upgraded her rate plan from the promotional 4 for $120.00 Simple Choice 10GB rate plan for her four voice lines to the $180.00 T-Mobile ONE Tax Included rate plan for her four voice lines. The plan change was made retroactively to begin on June 10, 2017, which was the first date of the current bill cycle. Please note however, that Ms. [redacted]’ account is billed by a system known as “bill current”.  This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle.  As Ms. [redacted] has already received her monthly charges for June 10, 2017, through July 9, 2017, on her billing statement dated June 9, 2017, T-Mobile recalculated her charges by crediting her previously billed rate plan and re-charging for the new plan during the same dates. Additionally, because Ms. [redacted] is billed current, not only did her July 10, 2017, billing statement reflect the re-calculated charges but she was also billed from July 9, 2017, through August 10, 2017, accordingly.  Our records further reflect that on July 18, 2017, Ms. [redacted] changed her rate plan back to her original plan of 4 for $120.00 Simple Choice 10GB rate plan. Again, this caused Ms. [redacted]’ bill to be re-calculated receiving the difference as a credit balance on her account. Please be assured that although, Ms. [redacted] states that she has been overcharged, T-Mobile has confirmed that she has been accordingly to her rate plan choices and currently has an credit balance for the over payment and recalculations of her monthly charges in the amount of $130.67. We regret any confusion the rate plan changes have caused.  Although, it is T-Mobile’s position that Ms. [redacted] has been billed accordingly, as a courtesy we have issued a credit in the amount of $66.49 for the difference in her rate plan change charges for her June 10, 2017, and July 10, 2017, billing statements. This leaves Ms. [redacted]’ account active with a credit balance of $197.16. Please note that going forward Ms. [redacted]’ should expect a monthly recurring charge of $120.00 for her four voice lines, $15.00 for her two mobile internet lines of service, $57.01 for her monthly Equipment Installment Plan (“EIP”) for the Apple iPhone 6S, SyncUP drive hotspot and Samsung Galaxy S7, and applicable taxes and surcharges for a rough estimate of $234.17 a month.  Regarding Ms. [redacted]’ concerns for her handset, our records reflect on October 29, 2016, a purchase for the LG V20 was completed for mobile number ending [redacted]. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her 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. As such, on June 22, 2017, Ms. [redacted] completed an exchange for her non-working V20. We apologize if the device had any complications following her exchange and are happy to hear that the settings were restored to avoid any additional replacements. Again, we regret that Ms. [redacted] experienced any concerns regarding her account and appreciate the opportunity to address 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. Christina S[redacted]Executive Response

August 10, 2017FILED 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 July 27, 2017, regarding the above-referenced account.  T-Mobile regrets any inconvenience Ms. [redacted] may have experienced starting service.  It is important to note that T-Mobile does offer customers such as Ms. [redacted] the option to bring their device from their previous carrier.  However, please note that in order for a customer to use their own device it must either be a T-Mobile device or unlocked by their previous in order for the device to be able to function on our network.T-Mobile requires that customers agree to a credit evaluation when activating postpaid service.  The credit evaluation is one tool which T-Mobile utilizes to determine eligibility and to offer financing options through our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) programs.  T-Mobile records confirm that based on Ms. [redacted]’s eligibility she would be required to pay a down payment to purchase equipment and the down payment will be dependent on the cost of the device purchased.  However, with one of T-Mobile’s latest Un-carrier moves, T-Mobile offers our Smartphone Equality program wherein customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available. In an effort to amicably resolve this concern T-Mobile has made a one-time exception to allow Ms. [redacted] to purchase equipment with well-qualified pricing.  Therefore, Ms. [redacted] ordered the equipment and in the future she will need to meet the standard requirements to qualify for Smartphone Equality.  In addition as Ms. [redacted]’s service has been active during this time a credit in the amount of $99.99 was provided to compensate for the time that she did not have phones to utilize the service.  Ms. [redacted]’s current account balance is $60.01.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 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.Lauren L[redacted]Executive Response

Complaint: [redacted]I am rejecting this response because: I told them the phone was broken and she said they would still accept it back with no charges. She never said anything about returning the charger so it wasn't included. Once they receive the phone I would like a final bill with a zero balance before I consider this resolved.Sincerely,[redacted]

From: [redacted] Flores [mailto:[redacted]@educarewd.org] Sent: Tuesday, September 12, 2017 10:10 AM To: Complaints <[email protected]> Subject: Re: You have a new message from the Revdex.com   Hi just We want to say thank you so much for helping us to solve our problem with T-Mobil.   T-Mobil called us last week saying that our balance with them is zero and the Collection Agency closed the case.   The issue has been resolved.   Our complaint number with Revdex.com is:[redacted].   Date Filed 8/29/2017   Thank you again!   [redacted] Technical Support [redacted]

To whom may concern,
 
I am glad to inform you that after 3 days after I made the complaint against T-Mobile on the Revdex.com website, I was contacted and they have resolved my issue.
Kindest regards,
[redacted]

That isn't exactly what happened. However, I am satisfied with the outcome and look forward to continuing my service with T-Mobile. 
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 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 May 17, 2016, regarding the above-referenced account. T-Mobile regrets the concerns Mr. [redacted] has encountered with his billing. On October 10, 2015, our records indicate that Mr. [redacted] activated two lines of service, qualified for and took advantage of our JUMP! On Demand lease offering with two Apple iPhone 6s handsets. Mr. [redacted] agreed to a series of 18 monthly payments in the amount of $27.00 a month for each handset and the purchase option price of $163.99 for each handset if they are not returned to T-Mobile after the 18 month lease agreement. Mr. [redacted] opted for our $100.00 North America unlimited talk and text plan with 10 GB of data and $10.00 a month for Assurant Premium Handset Protection. Mr. [redacted]’s expected monthly charges including JUMP! On Demand payments each month is $174.00 plus applicable taxes. Our records show that from October 7, 2015, to December 30, 2015, customers who signed up for JUMP! On Demand with an iPhone 6s and traded in a qualifying device, were eligible to receive a monthly credit which reduced their monthly lease payment to no more than $5.00 to $15.00 after upgrading to an iPhone 6s. Our records indicate that Mr. [redacted] traded in an Apple iPhone 6 and an Apple iPhone 5c at the time of activation and was eligible for the above offer. Additionally, T-Mobile was able to confirm that Mr. [redacted] has received monthly credits on his T-Mobile account for the above promotion with the exception of $17.76. Due to an inadvertent error the monthly credits stopped being applied automatically as of March 1, 2016. T-Mobile has confirmed that Mr. [redacted] will receive the promotional credits going forward. T-Mobile regrets any inconvenience this has caused. On May 19, 2016, in order to amicably resolve this matter, T-Mobile spoke with Mr. [redacted] and offered a bill credit in the amount of $127.04 and a rate plan change to our Simple Choice North America plan which offered unlimited talk, text and six gigabytes of data per line. Mr. [redacted] agreed to this offer and was satisfied with the resolution. Mr. [redacted]’s newly revised balance with the due date of June 3, 2016, is $62.93 and includes monthly access charges, features taxes and fees and both Apple iPhone 6s lease agreements. Please note that Mr. [redacted]’s monthly recurring charges moving forward with both Apple iPhone 6s lease agreements is expected to be $135.00 plus taxes and applicable fees. 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. Cesar R[redacted] Executive Response

August 26, 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 August 20, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced with his coverage. T-Mobile is aware that there are issues with congestion in the Chicago market and we are working diligently to deploy additional coverage and bandwidth in this area. T-Mobile will be implementing additional coverage as well as our 700 MHz low band spectrum beginning in 2017, which should improve Mr. [redacted]’s overall coverage experience. In an effort to amicably resolve this issue, we have applied a $94.39 credit to Mr. [redacted]’s account to bring his outstanding balance to zero. Mr. [redacted] may verify that his account has a zero balance by visiting www.T-Mobile.com. Furthermore, pursuant to Mr. [redacted]’s request, we have changed his rate plan on mobile number ending in 3402 to the $20.00 Select Choice Unlimited Talk and Text rate plan effective August 14, 2016, which will reduce his monthly cost by $30.00. Mobile number ending in 3402 will retain the $10.00 3GB data feature and the $7.00 Premium Handset Protection feature. 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. Brian W[redacted] Executive Response

February 26, 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 9, 2016, regarding the above-referenced account. T-Mobile regrets losing Mr. [redacted] as a customer and any concerns he experienced with his final billing statement. T-Mobile records indicate that on August 6, 2014, Mr. [redacted] activated four voice lines of service ending in [redacted], [redacted], [redacted] and [redacted]. On August 8, 2014, Mr. [redacted] activated the voice line of service ending in [redacted] and on July 10, 2015, he activated the sixth voice line of service ending in [redacted]. T-Mobile records indicate that Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on several occasions. The EIPs Mr. [redacted] has on his account are as follows: • On August 6, 2014, Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] and [redacted] with the purchase of a Samsung Galaxy S5 16GB handset and an LG Optimus L90 handset. • On August 8, 2014, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy S5 White handset with 16GB of memory. • On July 10, 2015, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy S6 Gold handset with 32GB of memory. • On July 12, 2015, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy Note 4 handset. • On August 3, 2015, Mr. [redacted] agreed to an EIP for the mobile number ending in [redacted], with the purchase of a Samsung Galaxy S6 Gold handset with 32GB of memory. As Mr. [redacted] mentions in his correspondence, he canceled his account on January 11, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 7th of one month to the 6th 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, Mr. [redacted] was billed through February 6, 2016. Additionally, when the account was canceled, the remaining EIP balance of $1,832.28 was accelerated and posted to the final billing statement dated February 7, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. As a courtesy to Mr. [redacted], and in an effort to amicably resolve this matter, T-Mobile issued a refund to Mr. [redacted] in the amount of $279.13, in the form of a prepaid refund card. Mr. [redacted] may expect receipt of the card within seven to ten business days from the date of processing. Nevertheless, although it is outside the 14 days allotted to Mr. [redacted] to return his handsets following the purchase of the handsets, in an effort to amicably resolve the matter, T-Mobile will allow Mr. [redacted] to return his handsets and chargers directly to my attention, within 30 days of this letter, in good working condition to: [redacted] Upon receipt of Mr. [redacted]’s handsets, T-Mobile will apply a credit of $1,832.28 to his account, reducing the account to a zero balance. Mr. [redacted] has accepted this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

February 17, 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 3, 2016, regarding the above-referenced account. The T-Mobile’s Refer-a-Friend program allows existing customers the opportunity to receive a $25.00 promotional gift card for referring friends and family to open a new account with T-Mobile. In addition, customers may also qualify for the unlimited data promotion when referring new customers. As a part of the program, the new customer also is eligible to receive a $25.00 promotional card. Please note that there are requirements that must be followed in order to receive the promotional card. Both parties must be signed up for the program and register through the Refer-a-Friend website. The referee must then complete 45 days of active service and following that, delivery of the promotional cards to each party may take up to three weeks and is dependent on eligibility. With respect to the unlimited data promotion that is a part of the Refer-a-Friend offering, so long as the new customer activated a new account between August 29, 2014, and December 9, 2014, and registered with the website, www.t-mobile.com/referral within 30 days of activation, both parties are eligible for unlimited data until March of 2017. The current customer will have their data plan upgraded to unlimited high speed data at no additional charge until March of 2017. Any new customer who activates service and registers will receive a $30.00 bill credit towards the monthly cost of their unlimited high speed data until March of 2017. T-Mobile records indicate that on April 24, 2015, Mr. [redacted] unlimited high speed data feature was removed from his account due to an inadvertent error. It is important to note that when the unlimited high speed data feature is removed from an account, the customer is no longer eligible for the unlimited data promotion. T-Mobile records confirm that Mr. [redacted] contacted our Customer Care and received manual adjustments for his unlimited high speed data feature for the months of April of 2015 through July of 2015. Nevertheless, on February 8, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $600.00 to Mr. [redacted] account which represents unlimited high speed data from July of 2015 through March of 2017. 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. William B[redacted] Executive Response

August 22, 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 10, 2017, regarding the above-referenced 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 Ms. [redacted]’s recent contact with our Customer Care.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile records indicate that on June 6, 2017, payment arrangements were made with Ms. [redacted] with regard to her outstanding balance. Further, on June 12, 2017, Ms. [redacted] contacted T-Mobile to advise that she was unable to make the agreed upon payment. Please be advised that payment arrangements cannot be deleted or modified once agreed upon.
T-Mobile records confirm that the payments arrangement Ms. [redacted] agreed to was for $400.00 to be paid on June 13, 2017; and $1,479.78 on June 27, 2017. Further records confirm that on June 15, 2017, Ms. [redacted] remitted payment in the amount of $400.01. Please be advised that this payment was the last payment remitted on the account. On June 30, 2017, the account was suspended due to non-payment.
As this amount went unpaid, on July 26, 2017, the account was cancelled due to non-payment. The account remains closed with a balance of $2,323.13. Please be advised that if a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
As such, Ms. [redacted]’s billing statement scheduled to be produced on August 19, 2017, will contain the accelerated EIP charges totaling $1,245.16. However, we regret to hear that Ms. [redacted] experienced issues with her handsets. As a gesture of goodwill, Ms. [redacted] may return the equipment to the following address by September 18, 2017 and we will credit the accelerated EIP balance in the amount of $1,245.16 assuming the equipment has sustained no physical or liquid damage:
T-Mobile USA, Inc.
Attn: Chris L[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Please note that Ms. [redacted] remains responsible for charges monthly access charges, usage charges, if applicable, and applicable taxes.
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

August 3, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 21, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.  T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account balance. T-Mobile has reviewed the account and confirmed that mobile number ending in 2539 and 2803 were transferred to another service provider on April 14, 2017.  It is important to note that the mobile number ending in 9142 remained active on the account. T-Mobile records indicate that T-Mobile first received a request to cancel the remaining line of service ending in 9142 on Ms. [redacted]’ account on June 19, 2017, when Ms. [redacted] contacted T-Mobile.  On June 6, 2017, a billing statement generated in the amount of $25.33, which included service charges from May 5, 2017 through June 4, 2017 and Equipment Installment Plan charges, and was due by June 25, 2017.   On June 19, 2017, T-Mobile applied an account credit in the amount of $10.00 for the last monthly service charges for the mobile number ending in 9142, bringing the account balance to $15.33. Please be advice a payment was not rendered on the due date which brought the account to a past due balance of $15.33.  On July 6, 2017, a final billing statement generated in the amount of $35.66, which consisted of the past due balance of $15.33 and current charges of $20.33 for final Equipment Installment Plan charges and a late fee, and was due by July 25, 2017.  It is T-Mobile’s position the balance is valid and owed.  Nevertheless, on August 2, 2017, in an effort to amicably resolve this matter, T-Mobile credited Ms. [redacted]’ account in the amount of $35.66. Ms. [redacted]’ account remains closed with 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. Carolina F[redacted]Executive Response

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

Complaint: [redacted]
I am rejecting this response because: This convenient wording that is being told to the Revdex.com was not what I was told. Also, it did not work. And I was told that it would take up to 10 business days. Three days later is not ten. And when I requested a phone number change, I REQUESTED A NUMBER THAT WOULD NOT BE WITH DEBIT COLLECTORS. So, T Mobile did not hold up their end. Regardless of the what the clueless store associate that messed up my phone numbers in the first place told me. Because I originally had 2 different phone numbers, and the associate changed them because she screwed up. So I could have had those number. Also, there is not a limited number of phone numbers in my area. So, I will not be satisfied until it is removed. 
Sincerely,
[redacted]

October 27, 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 Prepaid 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 prepaid number. T-Mobile records confirm that Mr. [redacted] is using a non-T-Mobile branded Motorola device. It should be noted that while unlocked equipment from another carrier will work on the T-Mobile network, we are unable to guarantee the full functionality of that device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of the unlocked Motorola worked on our network; however, certain advanced features may work sporadically or not at all. We regret any inconvenience Mr. [redacted] has experienced. For customers with non-T-Mobile devices who experience issues with their device, T-Mobile does attempt basic troubleshooting; however, it should be noted that our troubleshooting capabilities with non-T-Mobile devices is limited. Once our troubleshooting options are exhausted, T-Mobile refers customers with non-T-Mobile devices to the manufacturer of their device. 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 appreciate Mr. [redacted]’s feedback regarding how the information is provided to our customers that are a non-T-Mobile device to use on our network. In an effort to amicably resolve this matter T-Mobile has mailed a new Samsung J7 to mailing address provided by Mr. [redacted] at no additional cost to him so that he can better use our service. However, Mr. [redacted] will need to go to point of purchase of the Motorola device that he purchased in regards to the refund for the Motorola device as T-Mobile was not involved in the sale of this device 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. Amor M[redacted] Executive Response