T-Mobile Usa Inc

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 23, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding a $20.00 credit to his account.  Upon speaking with Mr. [redacted] on July 26, 2017, T-Mobile clarified that he received a flyer for a grand opening of a new T-Mobile store in his area offering a $20.00 credit upon your first visit.    Mr. [redacted] indicated the credit was applied on July 22, 2017, and considers this matter resolved.  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

November 30, 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 Name: [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 November 22, 2016, regarding the above-referenced account. Please note that Mr. [redacted] is listed on the account as an Authorized User and is able to discuss account details. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’ concerns to his satisfaction. T-Mobile understands the importance of ensuring our customers’ account balances are accurate and we recognize the seriousness of Mr. [redacted]’ concerns. Please understand that T-Mobile Customer Care representatives are not required to provide their full names for privacy reasons and these representatives do not have direct extensions as they take inbound calls made to our standard customer service number in the order they are received It is important to note that, in T-Mobile’s Terms and Conditions, customers are advised they are required to notify us of any disputed account activity and associated charges within 60 days of T-Mobile providing notice of the activity. If a customer does not report the dispute within that time frame, they waive their right to dispute all charges associated with the disputed account activity. Our records indicate that the mobile number ending in [redacted] was added to the above referenced account on April 6, 2016 which is 12 days after the account was activated thus the line appeared on the first billing statement issued on April 24, 2016. The account holder was required to notify T-Mobile no later than June 24, 2016 of the unauthorized account activity in order to have it resolved in a timely manner and avoid future disputes. T-Mobile was not notified within this timeframe and the line remained active on the account beyond this date. On July 24, 2016, a billing statement was issued that reflected international calling charges made by the mobile number ending in [redacted] that totaled $53.45 including tax and T-Mobile needed to be notified no later than August 24, 2016 if these charges were in dispute. The billing statement was paid in full on August 17, 2016 and these charges were not disputed. On August 24, 2016, a billing statement was issued that reflected international calling charges made by the [redacted] line totaling $8,590.27 including tax; T-Mobile was first notified these charges were in dispute on August 31, 2016 at which time the line was suspended from use. On the September 24, 2016 billing statement, international calling charges totaling $5,266.74 including tax were incurred for calls placed by the [redacted] line between August 24, 2016 and August 31, 2016, when the line was suspended. As of September 24, 2016, the account reflected a total balance owed of $14,168.15. The excessive international calling charges were easily avoidable had T-Mobile been informed of the disputed line within the 60 day timeframe provided by our Terms and Conditions. It is therefore T-Mobile’s position that [redacted] is financially responsible for all charges billed. Nevertheless, in order to provide a truly un-carrier experience, T-Mobile has agreed to make a onetime exception and apply a credit totaling $13,910.46 to offset the international calling charges reflected on the August 2016 and September 2016 billing statements. As of the date of this letter, the account reflects a credit balance of $435.74 which will be applied to future billing statements until fully depleted. Please note that T-Mobile does not report to any of the credit reporting agencies and, as the account is not listed under Mr. [redacted]’ name, his credit score will not be affected. Mr. [redacted] understands that T-Mobile must be immediately notified of any potential disputes otherwise [redacted] will remain financially responsible for any and all activity and charges associated with that dispute. 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

September 14, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. 10800936T-Mobile Account No. [redacted] &...

T-Mobile Prepaid No. [redacted]-[redacted]-[redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 6, 2015, from [redacted] 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 regrets any misunderstanding regarding the funds left on Ms. [redacted] T-Mobile Pay As You Go account.  T-Mobile records confirm that Ms. [redacted], T-Mobile Pay As You Go account in fact remains with a current balance of $27.75.  Although Ms. [redacted] is no longer in use of the service, it is important to note that pursuant to the Terms and Conditions at the time of activation “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”  Therefore when Ms. [redacted] requested the funds of $27.75, be transferred to her current line under account no. [redacted], T-Mobile respectfully declined her request. Nevertheless, in an effort to amicably resolve the matter, on September 11, 2015, T-Mobile has agreed to issue a credit of $27.75 to account [redacted].  As of the date of this letter, the amount of $27.75 reflects as a credit balance on Mr. [redacted]’s account.  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at[redacted]Very truly yours,T-MOBILE USA, INC.Sacny A[redacted] Executive Response

August 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 30, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.

T-Mobile regrets any concerns Ms. [redacted] has regarding her monthly recurring charges. As of August 29, 2016, Ms. [redacted] has been subscribed to T-Mobile’s Simple Choice Family Unlimited Talk, Text, and 6 GB of Data rate plan at a monthly cost of $120.00 plus taxes and fees, for four lines of service. Ms. [redacted]’s taxes are estimated at an additional monthly cost of $9.62 and the regulatory fees are $3.18 per line of service for a total of $12.72 per month. Ms. [redacted]’s expected monthly recurring charge for services is $142.34.

Please understand that taxes vary among different states, cities and counties, due to differences in rates for the local portion of the tax. Geographical tax jurisdictions are composed of cities, unincorporated county areas, and transportation districts. Tax laws require that mobile service be taxed based on the subscriber’s Primary Place of use (“PPU”) which may or may not be the same as the subscriber’s billing address.

Taxes are charged at both the individual line level and the account level. For example, individual line level charges are billed based on the PPU provided for that line of service. In a family or business account, that means that different lines used in different locations are taxed according to where each is used provided that each line has a an up to date PPU on file with T-Mobile. The account level charges are based on the billing address for the account. Some taxes and fees are flat rate charges that do not vary. However, some are based on a percentage of the charges associated with the account or line of service and as such, may vary depending on usage and/or other charges assessed. All taxes are collected and remitted as required by state, local and federal governments.

Based on Ms. [redacted]’s correspondence, we reviewed her account and have confirmed that the PPU for the account has been [redacted] since the account was created. Ms. [redacted]’s account was accurately assessed taxes based upon her PPU. Should Ms. [redacted] have further questions regarding the taxes on her account, she may contact our office at number listed below to discuss the specifics on this account. In addition, customers can change their PPU by contacting Customer Care or they may self-serve and make the change on-line at myt-mobile.com.

Upon full review of Ms. [redacted]’s account T-Mobile recommends that Ms. [redacted] keep her current grandfathered rate plan in order to stay at the lowest monthly pricing possible. If Ms. [redacted] has any concerns about her billing statement, Ms. [redacted] can reach out to Customer Care at 1-800-937-8997. 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.
Juan C[redacted] Executive Response

December 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 December 20, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to his final billing statement. T-Mobile records confirm that on August 10, 2016, Mr. [redacted] activated his T-Mobile account with a total of three mobile lines of service subscribed to T-Mobile’s Simple Choice Family Match rate plan for a monthly cost of $120.00 plus applicable taxes and fees. Please note that at the time of activation Mr. [redacted] has also purchased a Samsung Galaxy On5 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets via 24 equal monthly installments. At the time of purchase Mr. [redacted] agreed to 24 equal monthly installments in the amount of $5.84. Please be advised that if the account is closed prior to the EIP balance being completed any open EIP balance is accelerated and due immediately. Please be advised that on September 11, 2016, a bill generated reflecting a past due balance of $142.02 for monthly recurring charges and applicable taxes and fees for service from August 11, 2016, through September 10, 2016, and new charges in the amount of $144.24 for a total balance due of $286.26 by October 3, 2016. Please note that the new charges of $144.24 were for monthly recurring charges and applicable taxes and fees for service from September 11, 2016, through October 10, 2016. Please be advised that on October 3, 2016, Mr. [redacted]’s account became thirty days past due and was canceled due to first payment default and the EIP balance was accelerated and due immediately. T-Mobile records confirm that on October 10, 2016, Mr. [redacted] contacted Customer Care and submitted a payment in the amount of $142.02 covering his monthly recurring charges and applicable taxes and fees for service from August 11, 2016, through September 10, 2016, and was credited in the amount of $127.58 for a prorated credit for services from September 12, 2016. Due to an inadvertent error, one of Mr. [redacted]’s mobile lines of service was restored and Mr. [redacted] was continued to be billed for service. Please note that on October 11, 2016, a bill generated reflecting the final EIP balance for the Samsung Galaxy On5 in the amount of $134.15 due and was also assessed a non-return fee in the amount of $138.00 for a 4G LTE Cellspot Signal booster which was provided to Mr. [redacted] on August 19, 2016, for in-home service improvements. Please be advised that on December 2, 2016, T-Mobile did receive the returned 4G LTE Cellspot Signal booster and removed the fee. On December 11, 2016, a bill generated reflecting a past due balance of $273.78 for monthly recurring charges and applicable taxes and fees for service from October 11, 2016, through December 10, 2016, and current charges in the amount of $57.54 for a total balance due of $331.32 by January 3, 2016. On December 20, 2016, Mr. [redacted] did contact Customer Care and his account was cancelled pursuant to his request. In an effort to amicably resolve this matter, on December 22, 2016, T-Mobile applied a credit in the amount of $197.17 for billed monthly recurring charges leaving a final balance due of $134.15 for Mr. [redacted]’s purchased Samsung Galaxy On5. 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. Oscar T[redacted] Executive Response

August 28, 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 August 15, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. T-Mobile records confirm that on March 3, 2015, Ms. [redacted] activated service with the mobile numbers ending in 7687 and 1062.  Our records reflect that between March 3, 2015, and June 9, 2017, Ms. [redacted] was subscribed to our now grandfathered Simple Choice Family Unlimited rate plan for two lines for $100.00 taxes excluded.   Additionally, Ms. [redacted] enrolled in our Premium Handset Protection for $12.00 for each of the mobile numbers.   T-Mobile records indicate that on March 3, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Z3 handset and an LG G3 handset.  Ms. [redacted] has also purchased the following equipment:   On April 2, 2015, a Samsung Galaxy S7 32GB handset and accessories;On September 29, 2015, a Samsung Galaxy S6 32GB handset;On August 3, 2016, a Samsung Charge Stand; andOn September 18, 2016, an LG G5 Silver handset.   Please be advised all EIP’s have been paid in full with the exception of the Samsung Galaxy S7 32GB handset and the LG G5 handset.   Further records confirm that on June 9, 2017, Ms. [redacted] contacted T-Mobile requesting a rate plan change.  Ms. [redacted] was then subscribed to our T-Mobile One Tax Inclusive family plan to include two lines for $110.00 ($100.00 with AutoPay discount).   Our records indicate that Ms. [redacted] is not currently enrolled in AutoPay.  Please be advised that at the time of Ms. [redacted]’ activation, T-Mobile did not offer tax inclusive rate plans.   Please note that Ms. [redacted]’ billing statements from August 5, 2016 to September 4, 2016, September 5, 2016 to October 4, 2016, November 5, 2016 to December 4, 2016, January 5, 2017 to February 4, 2017, June 5, 2017 to July 4, 2017, and July 5, 2017 to August 4, 2017 all carried over past due balances causing billing fluctuations which may have led to billing confusion.   In an effort to amicably resolve this matter, on August 24, 2017, T-Mobile removed the EIP for the Samsung Galaxy S7 handset to reduce Ms. [redacted]’ monthly recurring charges to $154.84 including taxes and EIP.  Additionally, T-Mobile has adjusted Ms. [redacted]’ account in the amount of $360.00 as a gesture of goodwill leaving the account with a credit balance of $510.00. Please be advised that Ms. [redacted] has been advised that she would need to enroll in Autopay in order to receive an additional $10.00 discount. 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.   Chris L[redacted] Executive Response

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

August 16, 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]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 3, 2017, regarding the above-referenced file number.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding her service and handset issues. Please be advised that we have made several attempts to contact Ms. [redacted] to the number provided on the complaint, however our attempts have been unsuccessful.  It is important to note that T-Mobile was not provided with Ms. [redacted]’s T-Mobile account number and/or mobile phone number, and as such, we were unable to complete our investigation. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, she may contact me at the number below if he wishes to discuss 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.   Andrew S[redacted] Executive Response

March 30, 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] T-Mobile Account Holder of Record: [redacted] To Whom It...

May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 13, 2016, from Mr. [redacted] regarding the above-referenced account. Please note that T-Mobile records indicate that the account holder of record is [redacted], and that she has designated Mr. [redacted] as an authorized user of the account. We are pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. Please note that T-Mobile has addressed Mr. [redacted]’s concerns in your file number [redacted] and presented him with an offer to resolve his concerns. Our records reflect that Mr. [redacted] participated in the Limited Warranty Exchange Program on September 18, 2014, January 3, 2015, January 20, 2016, and January 27, 2016. Please note that Mr. [redacted] is enrolled in premium handset protection, and because of this he has been provided an extended warranty period. In the Un-Carrier spirit, on March 30, 2016, T-Mobile contacted Mr. [redacted] and offered to provide him with a pre-owned HTC One M8 handset at no cost. Please note that Mr. [redacted] accepted this as a resolution to his concerns. Accordingly, T-Mobile ordered Mr. [redacted]’s device using order number [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]. Very truly yours, T-MOBILE USA, INC. Jason A[redacted] Executive Response

April 5, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

*** ***                         T-Mobile Account Holder: *** ***                         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 March 26, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is *** *** and she has designated *** *** as an authorized user of the account.  Please be advised that we have made several attempts to contact Ms. ***, which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter and will forward a copy to Ms. ***.   T-Mobile regrets to hear that Ms. *** had any concerns regarding her T-Mobile bill. Regretfully, with the information available, T-Mobile is unable to discern the specifics of Ms. ***’s specific dispute with T-Mobile. However, our records reflect that Ms. *** has contacted our Customer Care team regarding the concerns of our 2016 Friends and Family 2 Lines On Us promotion.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. *** associated to the 2016 Friends and Family 2 Lines On Us promotion. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Ms. ***.  To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. *** is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan.  The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.  So long as Ms. ***’s account keeps the lines active, she is eligible for the free promotion.    Our records reflect that on November 20, 2016, Ms. *** activated three voice lines and two mobile internet lines of service, therefore being eligible for two $25.00 bill credits to provide the lines of service for free. Unfortunately due to an inadvertent system error, Ms. *** was not appropriately applied the promotional bill credits.   Nevertheless on February 25, 2017, to correct the missing credits, T-Mobile issued Ms. *** $100.00 credit to cover the promotional bill credits for last two months and escalated concerns to our promotions team to ensure that her numbers were enrolled in the promotion to receive the adjustments automatically going forward.   Our records reflect that on March 1, 2017, one of her numbers were enrolled receiving a $25.00 monthly service charge and T-Mobile is actively working on ensuring that her second number is enrolled to fulfill the promotion going forward. In the meantime, a second adjustment of $25.00 was applied on March 30, 2017, to ensure that she received the appropriate credits towards on her March 20 2017, billing statement.   Again, we regret that Ms. *** has experienced anything but a Un-Carrier experience with our promotions and appreciate her patience while we continue to work to resolve 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. ***.     Very truly yours,   T-MOBILE USA, INC.   Christina S*** Executive Response

September 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated September 9, 2016, regarding the above-referenced account. T-Mobile regrets any concerns experienced by Ms. [redacted] her efforts to activate service with T-Mobile. Our records indicate at the time of activation, Ms. [redacted] was required to remit a payment in the amount of $61.60 which represented the cost of her System Identifying Module (“SIM”) starter kits for her two lines of service and the taxes associated with her two Samsung On5 handsets that she purchased with our Equipment Installment Plan. Our records indicate that Ms. [redacted] has elected to return her two Samsung On5 handsets via the prepaid UPS return label. Although T-Mobile has not had the opportunity to process Ms. [redacted]’s returned equipment, which can normally take up to ten business days, T-Mobile has agreed to send her a refund of $61.60 via a prepaid MasterCard gift card. Ms. [redacted] has accepted our offer of resolution and understood that it can take up to ten business days to receive her refund at the address she provided to your office. Additionally, T-Mobile has agreed to credit Ms. [redacted]’s account for the prorated service from her activation date to the date of cancelation on September 5, 2016. As such, a credit of $36.61 was applied to Ms. [redacted]’s account which now reflects a zero balance. T-Mobile has also scheduled a follow up on September 30, 2016, to ensure no additional charges are added to Ms. [redacted]’s final bill. Should additional charges be applied, T-Mobile will remove the charges to ensure Ms. [redacted]’s account remains closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

October 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence...

dated October 2, 2015, regarding the above-referenced file number. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her most recent post-exchange warranty replacement. Unfortunately, Ms. [redacted] correspondence to your office did not include a T-Mobile account number, mobile number or social security number with which we could locate an account. As we have also been unable to reach Ms. [redacted], we respectfully request that she contact me at the number below at her convenience so that we can discuss her concerns in detail and work towards a resolution. We regret 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] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:  The goodwill credit? I was paying for a service that your employee suggested that apparently I could not even use.  That is false advertising.  I've been a customer since around 2003 and have paid timely.  I shouldn't be lied to or manipulated in services that were not rendered.  Again, I did not owe a bill being that the bill had not even come for the month of Nov.  I have put in a return call to Ally last week and have not heard back from anyone since.  I would greatly appreciate the Galaxy 5 as a replacement being that I am having to pay for service.  Though, when I initially called, they said there was none in stock to purchase.  If contact by phone is hard to communicate then you may email me.  I'm sure the company is busy and so am I but I would like to get this resolvedSincerely,[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. However, as for the attempts in contacting me personally, I have never received a phone message, be it home or cell number. The goodwill gesture from T-Mobile is satisfactory and my only hope is that they will provide further training for their agents located in their outsourced Call Center.Sincerely, [redacted]

March 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017 regarding the above-referenced account. We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets to hear that Ms. [redacted] has concerns regarding a handset replacement on her mobile number ending in [redacted]. Upon review, T-Mobile records do not reflect that this mobile number has subscribed to an insurance product since it was activated. As such, the third-party vendor, Assurant Solutions, Inc. (“Assurant”), that provides our insurance product will not replace the handset as no premium has been paid to date for the service. It is important to note that the insurance product can only be added within seven days of a qualifying event such as a handset upgrade. In addition, had the line been subscribed to the insurance product Ms. [redacted] would have paid a $50.00 deductible to Assurant Solutions, Inc.
However, in an effort to amicably resolve the matter, on March 27, 2017, T-Mobile has replaced Ms. [redacted]’ handset from our own inventory and Ms. [redacted] will pay only $50.00 for the handset which is equivalent to the deductible she would have paid to Assurant. Additionally, we have added the insurance product to the mobile number ending in [redacted] to avoid a similar situation in the future. We regret 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.
David T[redacted] Executive Response

December 12, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 5, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted]’s which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. We regret to hear the concerns Ms. [redacted] has regarding her T-Mobile billing. T-Mobile records indicate that on August 22, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 4 Black handset. 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 monthly installments. In addition, on August 23, 2015, Ms. [redacted] qualified for and took advantage of the EIP offering for an Alcatel One Touch Pixi 7 Midnight Blue kit, Samsung Impact Shields, and two Samsung Galaxy Note 4 White and Black handset. T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another service provider on August 13, 2016. The arrangement to transfer the line of service was made directly with Ms. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Ms. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile first received a request to cancel the remaining lines of service on Ms. [redacted]’s account on November 30, 2016, when Ms. [redacted] contacted T-Mobile. On October 6, 2016, Ms. [redacted]’s mobile numbers ending in [redacted] were suspended due to non-payment. Please be advised the billing statement dated October 20, 2016, reflected an amount due of $692.16, which consisted of a past due balance of $442.08, monthly recurring charges (“MRC”), EIP, taxes and fees. On October 21, 2016, Ms. [redacted] remitted a payment in the amount of $442.08, leaving a remaining balance of $250.06. If a customer has an open 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. When the account was canceled on November 30, 2016, the remaining EIP balance of $480.00 was accelerated and will post to the final billing statement dated December 20, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. In order to amicably resolve Ms. [redacted]’s concerns, T-Mobile applied a one-time adjustment for the monthly recurring charges in the amount of $516.77. In addition, a 90 day collection hold has been applied until March 10, 2017, to prevent collection activity while providing Ms. [redacted] additional time to remit payment for the remaining EIP balances. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Christopher P[redacted] Executive Response

April 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]

To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced account. 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 Ms. [redacted]’s concerns within this letter.
T-Mobile appreciates the opportunity to respond to Ms. [redacted] regarding her account concerns. Our records reflect that Ms. [redacted] activated her service on July 2, 2016, and attempted to take advantage of our Carrier Freedom offering whereby not only are early termination fees reimbursed, but also accelerated equipment installment balances up to $650.00 per device. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. As can be expected, there are several eligibility requirements; some of these requirements were met and others were not. Please note that as this is a reimbursement program T-Mobile recommends that Ms. [redacted] make arrangements for payment with her other service provider.
T-Mobile records reflect that Ms. [redacted] traded in an iPhone 6s Plus 16GB and received a trade in credit in the amount of $355.00, which was applied to her T-Mobile account on July 21, 2016. Per the promotional requirements, a copy of Ms. [redacted]’s previous carrier’s final billing statement was required in order to qualify for any remaining reimbursement. Upon further review, T-Mobile was unable to locate any submission of Ms. [redacted]’s previous carrier’s final billing statement and as such, no additional reimbursement was processed.
T-Mobile records indicate that the mobile number ending in 3028 subscribes to our JUMP! 2 feature. JUMP! 2 provides customers like Ms. [redacted] all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP!2 with no waiting period. T-Mobile records indicate that Ms. [redacted] qualifies for our JUMP! 2 offering however, based on her personal credit she is required to make a down payment at the time of purchase when financing a device on EIP.
Please note that Ms. [redacted] is eligible add up to four additional lines of service with no deposit required. It is important to note that in order for customers to add an additional line of service or take advantage of our EIP offering her account must be current and in good standing. Upon a review of Ms. [redacted]’s account T-Mobile could not locate any record of her being declined to add an additional line of service.
As a gesture of goodwill T-Mobile will allow Ms. [redacted] to submit a copy of her previous carriers billing statement reflecting the final equipment balance owed to process her Carrier Freedom reimbursement. Should Ms. [redacted] choose to accept this offer or if she has any additional questions she may contact me directly at the phone number listed below. Please note that T-Mobile will honor this offer up to 30 days from the date of this letter. Should Ms. [redacted] like to add an additional line of service or take advantage of our JUMP! 2 features she may contact T-Mobile at 800-937-8997 or visit a T-Mobile retail location. 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.
Robert R[redacted]
Executive Response

June 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 May 25, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account. T-Mobile records indicate that on May 5, 2017, Ms. [redacted]’s account was cancelled per her request. A final billing statement dated May 19, 2017, was provided to Ms. [redacted] reflecting a balance of $348.60 due on June 11, 2017. This balance consisted of a past due balance for accelerated Equipment Installment Plan charges.
Please be advised that on May 24, 2017, a payment of $100.00 posted to Ms. [redacted]’s account. In addition, a credit of $21.00 was applied to Ms. [redacted]’s account for unused services, reducing the balance to $227.60.
Furthermore, in an effort to amicably resolve this matter, on May 30, 2017, T-Mobile agreed to apply a 90 day collection hold on Ms. [redacted]’s account. Ms. [redacted] must remit payment in full within the next 90 days to avoid further collection activity. Once the 90 day hold has expired, the account would resume regular collection activity and any outstanding balance left unpaid may result in the account being transferred to a third-party collection agency.
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.
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

December 16, 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 14, 2015, regarding the above-referenced account. T-Mobile makes every effort to provide complete and accurate information to our customers on each interaction. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location and Customer Care. T-Mobile’s Carrier Freedom offer allows consumers who were previously held back by expensive Equipment Installment Plan (“EIP”) balances, and Early Termination Fees (“ETF”), the opportunity to come to T-Mobile for a better deal. Under the terms of this program, T-Mobile will reimburse consumers’ remaining EIP balance up to $300.00 per device traded in, and $350.00 per ETF, at the time of activation, for up to 10 lines of service. T-Mobile’s JUMP! 2 feature provides customers our Premium Handset Protection bundle (handset insurance and extended warranty) plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. On September 19, 2015, Mr. [redacted] completed a JUMP! 2 equipment upgrade to an Apple iPhone 6S handset, on an EIP. Due to an inadvertent error, Mr. [redacted] was provided a handset return label, routing his handset to the T-Mobile National Return Center that processes equipment exchange orders. Mr. [redacted]’s handset was received on November 2, 2015. In an effort to resolve this matter amicably, T-Mobile has applied an account credit of $55.00 for the EIP installments billed for the Samsung Galaxy S5 handset, on the October 21, 2015, and November 21, 2015, billing statements. In addition, T-Mobile has canceled the EIP balance of $192.50, for the returned Samsung Galaxy S5 handset. T-Mobile has requested that Mr. [redacted] provide his final billing statement from his previous carrier for review. Upon receipt, T-Mobile will investigate if an ETF and EIP reimbursement is due. Mr. [redacted] may fax the requested billing statement to my attention at [redacted]. Mr. [redacted]’s account balance at this time of $240.65 includes monthly recurring charges, EIP charges and applicable taxes from the November 21, 2015, billing statement. 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. Pancho Q* Executive Response