T-Mobile Usa Inc

April 21, 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 Mobile No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated April 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced regarding his recent handset purchases. T-Mobile records confirm that on March 13, 2016, Mr. [redacted] contacted Customer Care and was advised to go into a T-Mobile store to receive a new System Identifying Module (“SIM”) card at no cost to him. T-Mobile records reflect that Mr. [redacted] activated a Coolpad Rogue handset on March 15, 2016, and that he also activated a Samsung Galaxy Core Prime handset on April 6, 2016. However, T-Mobile was unable to locate a sales receipt for these purchases. Please be advised that at the time of Mr. [redacted]’s purchase of new handsets for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange. Provided with the purchases mentioned above was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. For our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. It is important to note that Mr. [redacted] opted to purchase another handset instead of using the limited warranty. In an effort to amicably resolve this matter and although Mr. [redacted] is beyond the return period, if the Coolpad Rogue handset is returned to my attention in good working condition, free of any physical or liquid damage, and accompanied with the original sales receipt T-Mobile agrees to refund the full purchase price that Mr. [redacted] paid for the handset. The handset can be mailed to my attention at the following address: [redacted] As T-Mobile is not responsible for the return of Mr. [redacted]’s equipment, we recommend that he make use of a shipping service which will provide him with a tracking number when returning his equipment. We ask that Mr. [redacted] please include the devices, batteries, chargers, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned such as the charger a $20.00-$40.00 restocking fee will be deducted from the credit offered above. Mr. [redacted] must have the equipment postmarked for return no later than 30 days from the date of this letter. Should Mr. [redacted] fail to meet this date the offer shall be considered void and the charges will be considered valid. We regret 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 1-877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

July 31, 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 19, 2017, regarding the above-referenced account.
T-Mobile regrets any concern to Mr. [redacted] in regards to his account and appreciates the opportunity to respond to his concerns. T-Mobile records confirm that on May 12, 2017, Mr. [redacted] purchased a Samsung Galaxy S7 for his mobile line of service ending in [redacted] on T-Mobile’s Equipment Installment Plan (“EIP”) option by agreeing to 24 monthly installments in the amount of $24.00. Please be advised that as of the date of purchase Mr. [redacted] was also subscribed to JUMP! which includes Premium Device Protection (“PDP”) coverage, provided by Assurant, that covers devices if they are ever lost/stolen or damaged by filing an insurance claim and paying a deductible associated with the device being replaced.
Please be advised that T-Mobile does not reflect a record of Mr. [redacted] reporting his handset lost and may have contacted Assurant directly to file his insurance claim for a replacement. It is important to note that on May 25, 2017, Mr. [redacted] canceled his mobile line of service ending in [redacted] when he ported the number out to another carrier. As the line was canceled, any PDP coverage has been lost and any claim filed to replace the device has been declined by Assurant. T-Mobile recommends Mr. [redacted] contact Assurant at 1-866-866-6285 to discuss his claim further.
Please be advised that on March 2, 2017, Mr. [redacted] enrolled his T-Mobile account in AutoPay, a free feature that automatically deducts the balance owed on the account prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer, via myT-Mobile.com. Records confirm that on May 25, 2017, Mr. [redacted] updated the AutoPay method to a checking account via myT-Mobile.com and any future billed monthly recurring charges would be debited from this checking account.
It is important to note that on June 2, 2017, Mr. [redacted] ported out his final line of service ending in [redacted] out to another carrier which closed his account. As his account closed all open EIP balances for his Samsung Galaxy S7 and previous devices purchased on EIP accelerated and were due immediately. On June 14, 2017, a final bill generated reflecting a total balance due of $1,310.23 for final EIP balances of purchased equipment and prorated monthly recurring costs for service from May 14, 2017, through June 2, 2017. As Mr. [redacted] account was enrolled in AutoPay the amount of $1,310.23 was debited from the checking account on file on July 4, 2017. As the checking account had insufficient funds the payment was returned leaving a balance due of $1,310.23 by August 6, 2017. The AutoPay service has been removed as of July 25, 2017, from Mr. [redacted] account.
T-Mobile records confirm that on June 20, 2017, Mr. [redacted] contacted Customer Care to apply for a new T-Mobile postpaid account. Due to the outstanding balance on Mr. [redacted] current postpaid account and T-Mobile’s previous payment history with him, T-Mobile has respectfully declined Mr. [redacted] the option for a new account and equipment to be financed on EIP with well qualified pricing. Please note that Mr. [redacted] still has until August 6, 2017, to bring his current account current and restore services once again which would still offer him well qualified pricing on EIP option. Mr. [redacted] may contact Customer Care at 1-800-937-8997 for further arrangements.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted] Executive Response

July 24, 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 Prepaid Mobile Number: XXX-XXX-[redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 7, 2015, regarding the above-referenced account. 
 
T-Mobile regrets any billing concerns Mr. [redacted] may have experienced.  On July 21, 2015, T-Mobile requested a refund in the amount of $160.00 for the prepaid refill cards that Mr. [redacted] purchased within the month of May 2015. Please be advised that this refund should be received within two to three weeks and will be in the form of a prepaid debit card. Please note that T-Mobile requested that this refund be mailed to the address that Mr. [redacted] provided in his correspondence to your office. Should Mr. [redacted] have any questions about this refund he may contact Citibank directly at 1-800-522-7458. We regret 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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Tiffany C[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:
Brandon's info is not correct in 3 areas  1) We did provide both teleophone number and account number in our complaint.  2) we have returned his calls and left messages 3) we were clear about what was promised by Tmobile reps that was never delievered (removal of the $170 in incorrect charges) and are awaiting Brandon's decision as to if he will return our (stolen) funds.  Please do NOT close this compliant.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.
Thanks to the Revdex.com for aiding with my request for assistance. 
Thanks to Ms. Mercedes [redacted] and Ms. Kayla J[redacted], both of T-mobile for assisting me with my complaint. Although late fees charged since March 2016 to date, will remain on my account, I accept that T-mobile will waive the $20 restoration fee, and the previous $25.00 restoration fee charged in July 2016 for a previous billing cycle.I appreciate the detailed information Ms. J[redacted] has provided in her correspondence of September 14, 2016, about my account and the billing cycles as I make my decision. This clarified for me which months I owe and what is pending. I will pay at a retail store the $210.59 today, Monday, September 19, 2016. I do not have access to an active bank or credit card account because of my financial hardship, so I would still like to discuss how the company's policy of requiring a draft from a bank or credit card for outstanding payments has been extremely prohibitive and discriminatory.John [redacted] the CEO of T-mobile, runs marathons to find a cure for cancer on behalf of the Dana Farber Cancer Institute. Our family is disappointed that his company's actions do not reflect his charitable stance and commitment to cancer victims. I gave up my job, my life, to take care of my mother who was diagnosed with cancer in February 2016. That is why my account fell behind as I have been unemployed, and since February, I never received any financial assistance, in the form of unemployment insurance or any kind of assistance from a government social program. Moreover, I am in the middle of a job search so that I may be able to pay my financial obligations, but my telephone service was cut on Sunday, September 11, 2016. My elderly mother has given me her social security money to pay for the current balance of $210. 59, as I desperately need my phone to stay in touch with her and to hear from potential employers. We are devastated that I have had days lost and possibly missed opportunities because of this cancellation. I have never had my telephone service completely cut in my entire life, and especially as a T-mobile customer. I do not want to cancel my service and cease doing business with T-mobile, but recent actions against my account have undermined my confidence in our relationship.On Monday, September 12, 2016 I left a voice-mail message with Ms. Mercedes [redacted], that I wanted to find out that in the event of my death, if the debt will be passed on to my loved ones. My family has experienced an enormous amount of stress and challenges this year and I didn't want my outstanding balance with T-mobile to become another burden. I have asked Ms. Kayla J[redacted] to follow up with me about this question, the company policy that has prohibited me from submitting payments for an outstanding balance without a draft from a bank account or credit card, and the final bill amount for the upcoming bill cycle that just ended on September 13, 2016. 
I look forward to having my service restored and to continue talking with Ms. Kayla J[redacted] about my account.Thank you for your time, consideration, and attention.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]

May 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 7, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that the account holder of record is [redacted], and that Ms. [redacted] has been designated as an authorized user of the 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] experienced regarding the above-referenced account. Our records confirm that the account was activated on November 20, 2006. The account had one active line of service ending in [redacted], which was subscribed to our Biz Simple Choice North America Unlimited Talk, Text and Data rate plan at $50.00 monthly. This rate plan included unlimited domestic voice minutes, text messages, and data, with up to 2 gigabytes (“GB”) of high-speed data. The [redacted] line of service was also subscribed to our North America Stateside International Discounted Dialing feature at $15.00 monthly. This feature provides discounted international calls placed from within the United States, typically at a rate of $0.20 per minute. More information regarding these rates can be found by visiting http://www.T-Mobile.com/internatinoal. The monthly access charges for the account were $65.00 before applicable taxes.
On April 14, 2016, Ms. [redacted] contacted Customer Care to report issues she was experiencing with her coverage. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. In an effort to resolve Ms. [redacted]’s concerns, on April 14, 2016, T-Mobile issued her a Signal Booster. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Please note that the Signal Boosters are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account.

T-Mobile records confirm that the line of service ending in [redacted] was cancelled on December 19, 2016, when it was ported to another provider. Ms. [redacted] was required to return the Signal Booster within 30 days from the date of this cancellation. However, the account was resumed December 19, 2016, and the number ending in [redacted] was ported back in. Due to an inadvertent error, the North America Stateside International Discounted Dialing feature was not added to the account at that time. Ms. [redacted] was still required to return the Signal Booster at that time.
Regrettably, the Signal Booster was not received as returned to T-Mobile. The billing statement dated January 20, 2017, was in the amount of $8,601.44, which included monthly access charges, $7,326.78 for international long distance charges to multiple countries, $289.99 for the signal booster, and applicable taxes. The account was cancelled once again on February 3, 2017, when the [redacted] number was ported to another provider. The final billing statement, dated February 20, 2017, was in the amount of $1,694.62, which included monthly access charges, international long distance charges of $1,440.19, and applicable taxes. This brought the balance owed to $10,292.83. As this balance remained outstanding, on May 15, 2017, T-Mobile referred the account to a third-party collections agency for collection of the balance owed. A collection fee in the amount of $1,000.00 was assessed at that time, bringing the balance owed to $11,292.83.
However, in an effort to amicably resolve Ms. [redacted]’s concerns, on May 18, 2017, T-Mobile issued a credit to her account in the amount of $9,266.44, to prorate the international calling to $0.20 per minute, the Signal Booster non-return fee, and applicable taxes. This reduced the balance owed to $2,026.39, which includes $145.19 for past-due monthly access charges, $881.20 the remaining international long distance charges, and the collection fee of $1,000.00. Ms. [redacted] may contact the collection agency handling her account, Diversified Consultants Inc., at 877-550-1981 for assistance regarding the balance and settlement options. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted]
Executive Response

November 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 November 15, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. We regret to hear the concerns Mr. [redacted] has regarding his T-Mobile handset. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S4 black handset on February 13, 2014. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional JUMP! feature. During the Limited Warranty period, Mr. [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 October 30, 2016, Mr. [redacted] contacted our Customer Care department due to his Samsung handset malfunctioning. Our records confirm we engaged in troubleshooting and deemed a limited warranty exchange replacement was needed. Please note the Samsung Galaxy S4 Black handset has a 25 day pending backorder. Our records reflect Mr. [redacted]’s limited exchange order is currently still in the pending status. In order to amicably resolve Mr. [redacted]’s concerns T-Mobile is willing to send Mr. [redacted] a Samsung Galaxy On5 handset as a one-time courtesy. Should Mr. [redacted] want to accept our offer he may contact me directly at the number listed below within 30 days of the date of this letter. 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

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]

January 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 12, 2016, regarding the above-referenced account. T-Mobile is sorry to lose Ms. [redacted] as a customer and we regret any concerns Ms. [redacted] has experienced regarding her bill reprint request. T-Mobile records confirm that, on August 28, 2015, Ms. [redacted] cancelled her account when she transferred her mobile numbers to another service provider. 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 October 7, 2015. Ms. [redacted]’s final billing statement dated September 8, 2015, consisted of past due charges of $160.44 from the billing statement dated August 8, 2015, monthly access charges of $132.09, Equipment Installment Plan (“EIP”) remaining balance charges of $137.28 for the mobile number ending in 3737, and applicable taxes and fees for a total balance of $448.37. According to our records, on September 11, 2015, T-Mobile received a payment in the amount of $160.44 which posted towards Ms. [redacted]’s account reducing the balance to $287.93. Due to continued non-payment, on December 4, 2015, Ms. [redacted]’s account was transferred to a third-party collection agency, Receivable Performance Management, for collection of the outstanding balance. Pursuant to our Terms and Conditions, when an account is transferred to a third-party collection agency, a collection fee based on the outstanding balance transferred may be assessed. The fee on Ms. [redacted]’s account is $37.66. As such, Ms. [redacted]’s total balance due is $325.59. T-Mobile records confirm that, on December 10, 2015, Ms. [redacted] contacted T-Mobile regarding her bill reprint request. Please be advised that pursuant to T-Mobile policy, if an account has been placed in third-party collections, then the customer must contact the third-party collection agency in order to be provided with copies of their past billing statements. Nevertheless, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on January 15, 2016, T-Mobile sent a copy of Ms. [redacted]’s September 2015 final billing statement to her via pdf attachment sent to the email address Ms. [redacted] provided in her correspondence to your office. As an additional courtesy to Ms. [redacted], at that time, T-Mobile applied a courtesy credit in the amount of $26.67 towards Ms. [redacted]’s account for the partial service charges from August 29, 2015, through September 7, 2015, and offered to take payment for the outstanding balance in order to delete negative reporting from Ms. [redacted]’s credit report. However, at that time, Ms. [redacted] made a partial payment in the amount of $60.00. Please be advised that Ms. [redacted]’s account will remain in third-party collections unless the balance is paid in full. Furthermore, please note that, as the aforementioned collection fee is based on a percentage of the total balance owed, on January 16, 2016, a credit in the amount of $6.66 was applied towards the collection fee on Ms. [redacted]’s account. Ms. [redacted]’s account remains closed with an outstanding balance of $232.26 which T-Mobile considers valid and owed. Pursuant to our conversation, Ms. [redacted] has accepted our offer as a full resolution of her concerns. If Ms. [redacted] wishes to make a payment she may contact me directly at the number provided below, and upon payment of the balance in full T-Mobile will remove the account from third-party collections and instruct the credit bureaus to delete negative reporting which would be completed within 90 days. Alternatively, Ms. [redacted] may contact Receivable Performance Management at 866-212-7408 for additional payment options. 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. Brandon M[redacted] Executive Response

January 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 January 17, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] regarding his handset and experience with T-Mobile. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our sales office. T-Mobile records confirm that on January 12, 2016, Mr. [redacted] attempted to activate his account [redacted] with T-Mobile. Please note there are not any mobile numbers associated with this account nor has it been fully activated. In an effort to amicably resolve this matter, on January 25, 2016, T-Mobile is offering Mr. [redacted] the option to return his equipment with a proof of purchase to my attention in exchange for a full refund of the sales purchase price. The handsets can be mailed to me at the following address: [redacted] T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Mr. [redacted]. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than February 25, 2016, to take advantage of this offer. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

August 18, 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 11, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account. Our records indicate that on July 12, 2016, Mr. [redacted] activated an individual regular postpaid account with the mobile number ending in [redacted]. At the time of activation, Mr. [redacted] was enrolled in the Simple Choice North America Unlimited Talk and Text rate plan for $50.00 per month, plus applicable taxes. Additionally, Mr. [redacted]’s account was enrolled in the JUMP! upgrade and Premium Handset Protection program for $10.00 per month, plus applicable taxes. Please note that there are no handset purchases that have been processed on the account. On July 16, 2016, Mr. [redacted]’s account was charged $70.42, for the billing cycle charges from July 14, 2016, through August 13, 2016. Records confirm that a payment was not received. On August 16, 2016, Mr. [redacted]’s account was charged $70.42, for the billing cycle charges from August 14, 2016, through September 13, 2016, increasing the balance owed to $140.84. Records confirm that a payment was not received for this balance. Therefore, on August 13, 2016, Mr. [redacted]’s account was suspended for non-payment, and remains as such as of the date of this letter. It is important to note that at the time of activation, Mr. [redacted]’s account was enrolled in paperless billing. Mr. [redacted] can check his billing statement by logging into his MyT-Mobile.com account and viewing the PDF statement. Please note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. 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. T-Mobile would like the opportunity to address Mr. [redacted]’s handset concerns. Unfortunately, with the information provided to your office, T-Mobile is unable to locate the business account Mr. [redacted] references or additional equipment information. Therefore, in order to address Mr. [redacted]’s concerns regarding T-Mobile’s return policy and Limited Warranty Exchange program, T-Mobile requests that Mr. [redacted] contact me at the number listed below to provide additional information needed to research this matter further. 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

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. T-mobile was very understanding and worked outside the box to resolve this matter. All other carriers should take a page from t-mobile. 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]
I did speak with Pancho at T- Mobile and was advised of the issuance of the debit card, when I receive it, I will consider the complaint satisfied. It's a shame those vendors cause the company such problems. The numbers supplied to me by them were of no help whatsoever. I do appreciate Pancho's attention to this matter. If I haven't received the debit card in 14 days, I will notify you. Thank you for your assistance in this matter.
[redacted].

April 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 19, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced when the service to his T-Mobile account was interrupted. Please note that T-Mobile takes account security very seriously. In review of our records, T-Mobile shows no unauthorized access to Mr. [redacted] T-Mobile account. On February 8, 2016, T-Mobile generated a billing statement in the amount of $184.48 that was due to T-Mobile on February 28, 2016. This billing statement consisted of monthly access charges and all applicable taxes for the billing period dates of February 9, 2016 to March 8, 2016. Please note that T-Mobile did not receive payment by the due date and as such the account became past due. T-Mobile records indicate that on February 29, 2016, payment arrangements were made with Mr. [redacted] with regard to his outstanding balance. Mr. [redacted] agreed to pay the balance of $184.48 in two separate payments. Mr. [redacted] agreed to make a payment in the amount of $92.24 on March 14, 2016, and an additional payment in the amount of $92.24 on March 28, 2016. Please note that T-Mobile did not receive a payment in the amount on March 14, 2016 as agreed upon and at this point, the payment arrangement was suspended. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency. As such, T-Mobile suspended Mr. [redacted] ability to place outgoing calls on March 16, 2016. On March 8, 2016, T-Mobile generated a billing statement in the amount of $188.42 that was due to T-Mobile on March 28, 2016. This billing statement consisted of monthly access charges, late payment fee, and all applicable taxes for the billing period dates of March 9, 2016, to April 8, 2016. Please note that T-Mobile did not receive payment by the due date and as such the account remained past due. Combined with the previous past due balance the account balance totaled $372.90. T-Mobile records indicate that on March 17, 2016, payment arrangements were once again made by Mr. [redacted] through the Interactive Voice Response (IVR) with regard to his outstanding balance. Mr. [redacted] scheduled two future dated payments to be processed on his account automatically. These payments were scheduled in the amount of $186.45 to be paid on March 24, 2016 and the second payment of $186.45 to be paid on April 7, 2016. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the IVR or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. T-Mobile provided Mr. [redacted] with calls, text messages, and a billing notification providing the payment due date. As previously mentioned in our correspondence to your office, on March 16, 2016, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] scheduled future dated payments in the IVR on March 17, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. Please note that the restore form suspension fees would have been due on Mr. [redacted] next billing statement dated April 8, 2016. However, as a courtesy to Mr. [redacted] on March 31, 2016, T-Mobile credited the restore from suspension fees from Mr. [redacted] account. T-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr. [redacted] subscribed to the optional Premium Handset Protection (PHP). Please note that the handset in question is covered by insurance from Assurant Solutions, Inc. (“Assurant”) who may be contacted directly at 1-866-866-6285 or online at www.myphpinfo.com. T-Mobile records indicate that an insurance claim was processed with Assurant on March 16, 2016. At this time the handset that Mr. [redacted] used was reported as stolen. A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (IMEI) to a global database and within 24 hours, the device will be blocked from use on T-Mobile’s and most other wireless carriers’ networks. Please note that on March 16, 2016, Mr. [redacted] handset was blocked due to the insurance claim being processed by Assurant and the handset being reported stolen. On March 17, 2016, Mr. [redacted] contacted T-Mobile and advised us that he did not file the insurance claim in question and as such T-Mobile requested that Mr. [redacted] handset be unblocked. Please be advised that Mr. [redacted] is disputing a transaction that occurred through Assurant and not through T-Mobile. Nevertheless, T-Mobile engaged the assistance of Assurant to validate Mr. [redacted] claim that the insurance claim was processed fraudulently. Assurant has completed its investigation of this matter and determined that the allegation of fraud was substantiated. Therefore, Assurant intercepted the replacement handset that was being mailed to Mr. [redacted], and asked that it be returned to sender. This releases Mr. [redacted] from any and all liability relating to the insurance claim that was processed. In an effort to amicably resolve this matter, and as a courtesy to Mr. [redacted] on March 31, 2016, T-Mobile applied a credit to Mr. [redacted] account in the amount of $186.45 for monthly access charges, late payment fee, and all applicable taxes and fees for the billing period dates of March 9, 2016, to April 8, 2016. Please note that Mr. [redacted] account currently remains open and reflects a zero balance due. We regret 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 1-877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Tiffany C[redacted] Executive Response

August 1, 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 20, 2017, regarding the above-referenced account.  T-Mobile is pleased to report to your office that upon speaking with Ms. [redacted], we have resolved this matter to her satisfaction.   T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile 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 contacts with our Customer Care.   T-Mobile records confirm that Ms. [redacted] activated two Mobile Internet (“MI”) lines on November 19, 2016, with two LG G Pad X tablets.  Please be advised that 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. [redacted].  To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE rate plan or a 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. [redacted]’s account keeps the voice lines active, her MI lines are eligible for the free promotion.  The line eligible for this promotion was the MI line ending in 2106.   In addition to the aforementioned promotion for one of the two MI lines, Ms. [redacted] participated in T-Mobile’s 4th Line Free offer.  From September 8, 2016 through December 6, 2016, the 4th line is free on our T-Mobile ONE rate plan.  With our T-Mobile ONE rate plan, customers get unlimited everything: talk, text, and 4G LTE data.  This offer applied to the MI line ending in [redacted].     Lastly, Ms. [redacted] participated in T-Mobile’s 2016 October LG G Pad On Us offer.  From November 18, 2016 through November 20, 2016, customers who sign up for a 6GB or higher MI plan including T-Mobile ONE can get a free LG G Pad X through monthly bill credits when purchasing on Equipment Installment Plan (“EIP”).  T-Mobile records indicate that on November 19, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG G Pad X tablets.  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.  Ms. [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00 per tablet, which appeared on the first bill following the purchase of the device.    T-Mobile records confirm that on April 10, 2017, Ms. [redacted] was changed to a promotional rate plan of two lines for $110.00, $100 with AutoPay.  AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  This rate plan change resulted in the two promotions for the free line offers to no longer be eligible for monthly credits.   On July 24, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns.  Ms. [redacted] had previously requested to cancel the tablet lines at the end of her billing cycle, August 16, 2017.  T-Mobile offered to return her back to her eligible plan to receive the lines for free, however Ms. [redacted] wanted to cancel the two MI lines and not be charged for the EIP balances reflecting as owed, in the amount of $159.99 for each of the two MI lines.  T-Mobile offered to cancel the two MI lines effective immediately, close the remaining balances on the tablets so that Ms. [redacted] is not billed for them, as well as to review the next billing statement to credit the prorated charges associated with the services being active from July 17, 2017 through July 24, 2017.  T-Mobile will be sharing the findings with Ms. [redacted] on August 16, 2017, to confirm the EIP balances being waived on the last date of her billing cycle, as well as on August 23, 2017, to share how much will be adjusted on her bill balance for the prorated charges on the MI lines.  Pursuant to our conversation, Ms. [redacted] considers the matter resolved, and has no further concerns. 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.   Adrianne F[redacted] Executive Response

From: [redacted] Sent: Saturday, December 12, 2015 6:59 AMTo: complaints <[email protected]>Subject: Re: You have a New Message from Revdex.com Serving Alaska, Oregon & Western Washington Complaint #[redacted]
 
Sorry I did not reply in time, I am satisfied with the response from the company.
Thanks [redacted]

May 15, 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 2, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] in his efforts to process a Mobile Device Unlock (MDU). MDUs are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’ account confirms that on July 15, 2016, we received a request for a MDU for the device used on mobile number ending in 7079. However, due to an inadvertent error, T-Mobile did not approve the unlock request as we were unable to verify usage of Mr. [redacted]’ Apple iPhone.
Please note that Mr. [redacted]’ closed T-Mobile account is eligible to receive a MDU for his device. T-Mobile will be happy to assist Mr. [redacted] with unlocking his Apple iPhone. However, T-Mobile will need Mr. [redacted] to contact our office to confirm the International Mobile Equipment Identifier (“IMEI”) number for his Apple iPhone device. Mr. [redacted] may contact me directly at the number listed below. 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.
Martin G[redacted] Executive Response

April 18, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records confirm that from April 23, 2013, through March 19, 2017, Ms. [redacted] was subscribed to our Simple Choice Value Family rate plan 2 lines for $80.00 per month, which provides unlimited talk, text, and 2GB’s of data at up to 4G speeds depending upon device capability. Ms. [redacted] had four voice lines and paid $10.00 for each additional line.
On November 22, 2016, Ms. [redacted] took advantage of our 2016 Two Lines on Us offer with her two mobile broadband lines ending in [redacted] and 7943. Ms. [redacted] is eligible for the promotion and is receiving her monthly promotional credits of $80.00 for her two free lines. Please note that for a limited time only through January 22, 2017 customers were able to switch to the new T-Mobile ONE Taxes and Fees included rate plan and keep the 2016 Two Lines on Us offer.
T-Mobile records reflect that on April 1, 2017, Ms. [redacted]’ contacted Customer Care and requested to change her rate plan to our new T-Mobile ONE Taxes and Fees included. As this is a promotional rate plan was not done within the promotional time frame once the change was completed Ms. [redacted] was no longer eligible to receive her lines ending in [redacted] and [redacted] for free. Ms. [redacted] will pay $15.00 after her automatic $10.00 credit for her mobile broadband lines ending in [redacted] and 7943. Each mobile broadband line receives 6GB of 4G high speed data. Additionally, Ms. [redacted] will continue to pay $5.00 for her wearable rate plan. Please note that Ms. [redacted]’ T-Mobile ONE Taxes and Fees included rate plan is for four lines for $160.00 per month with her AutoPay discount, which is a free feature that she elected to enroll in that automatically pays her bill every month from her credit card. We regret if Ms. [redacted] was given misinformation regarding her rate plan.
Nevertheless, in an effort to amicably resolve this matter, on April 17, 2017, T-Mobile escalated Ms. [redacted]’ account to our business support to receive the special pricing of 4 lines for $130.00 per month. Please note that this change may take up to two billing cycles for the special pricing to appear on Ms. [redacted]’ billing statement. Going forward Ms. [redacted]’ monthly recurring charges will be $191.00 per month not including her monthly Equipment Installment Plans (“EIP”) of $97.09. As an additional gesture of good will, T-Mobile applied a courtesy credit of $160.00 to Ms. [redacted]’ account for issues with her rate plan and pre-order issues with the Samsung S8. Ms. [redacted] accepted this as a resolution to her concerns. As of April 17, 2017, Ms. [redacted]’ account reflects a credit balance of $170.00 that will be applied towards her next billing statement. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ligia M[redacted]
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. I wish to disagree with the details listed by T-Mobile, and amend.The November bill stated was not received by my, nor accessible online or by calling customer service. I did pay $190.66 for cell service in November, and was told by the representative that was the entire around due on my account. I made multiple attempts in October, November, and December to pay for the device, and was told there was no additional amounts due on the account. It was sent to collections before I ever received a bill. I have spent much time and money on mailing certified correspondence to finally resolve this matter almost two years later.These details are important, as they highlight issues that should be addressed if T-Mobile wishes to be considered a "better business" in the future.I sincerely hope T-Mobile has not written this incident off, and will investigate these issues for present and future customer's safety.
Sincerely,
[redacted]