T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because: How can you not give a refund when you were paid for services  that you have not/ can not provide? We a call that a thief where i'm from. I'll wait on your most generous offer, but rest assured, wal mart and t mobile won't be servicing my accounts from here on out.
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.
Regards, 
[redacted]

September 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 5, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concern has been resolved to her satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] experienced in regard to paying her balance through T-Mobile’s website and we appreciate the opportunity to address her concerns. T-Mobile records indicate that on October 5, 2011, Ms. [redacted] activated her account with mobile number ending in [redacted]. Regrettably, on August 11, 2017, Ms. [redacted] cancelled her account by porting her number to another carrier. Upon Ms. [redacted] cancelling her account, any features included with having T-Mobile services were cancelled as well which includes online access via the T-Mobile.com website.
Ms. [redacted] has the option to pay her balance due via the Interactive Voice Response system, at a T-Mobile retail location, over the phone with Customer Care, or with the billing statement that is sent to her. Please be advised that upon speaking with Ms. [redacted] on September 8, 2017, she agreed to pay the balance in full of $70.76 at a retail location.
Should Ms. [redacted] have any questions regarding her account or the information provided above, she may contact me at the number listed below. T-Mobile regrets any inconvenience to Ms. [redacted] and we hope to serve her again in the future.
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.
Carlos T[redacted]
Executive Response

Tell us why here... February 5, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated January 30, 2018, from [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr. [redacted] experienced regarding the T-Mobile account.  T-Mobile records reflect that on November 9, 2017, Ms. [redacted] visited a T-Mobile retail store and authorized to change his plan to T-Mobile’s T-Mobile ONE plan which includes unlimited talk, text, and 4G LTE service on all lines of service for $155.00 with taxes and fees included, plus any optional features and Equipment Installment Plans (“EIPs”), per month.  As part of the T-Mobile ONE plan, customers are able to receive a [redacted] streaming subscription that offers [redacted] Standard subscription at no additional cost.  It is important to note that if customers have a [redacted] premium plan, customers are responsible for paying the $3.00 difference, which is applied to a customer’s T-Mobile bill.  Additionally, this charge can take up to three billing cycles to reflect upon linking the [redacted] account with the T-Mobile account.  T-Mobile records indicate that Mr. [redacted] contacted Customer Care on January 18, 2018, to address his concerns with the [redacted] charges as he had not received the credit to his [redacted] account.  Customer Care advised Mr. [redacted] that he had not linked his [redacted] account to his T-Mobile account and were able to successfully guide Mr. [redacted] in how to link together so that he is able to receive his applicable discount going forward.  T-Mobile records show that Mr. [redacted] was promised a refund towards the card that was being used on his [redacted] account, however due to an inadvertent error, the card used for the T-Mobile account payment history was different than the card on his [redacted] account, therefore, making it ineligible to receive a refund.  It is important to note that an account credit in the amount of $36.00 was issued that day towards his T-Mobile account, reducing the balance owed from $270.90, to $234.90.  It is important to note that T-Mobile Terms and Conditions indicate that if an account discrepancy is noted by a customer, they have 60 days to report it with T-Mobile in an effort to have it corrected.  Between the time the plan had changed, and the following two billing statements generated thereafter, Mr. [redacted] did not report the error to T-Mobile until January 18, 2018.  On January 31, 2018, T-Mobile contacted Mr. [redacted], and he expressed concerns about having paid interest on his credit card.  In an effort to amicably resolve his concern processed an electronic refund, $36.00 that was initially adjusted plus an additional $36.00 courtesy credit to his bank account in the amount totaling $72.00 to cover an additional expense to Mr. [redacted].  Mr. [redacted] was made aware that refunding the credit that was applied on January 18, 2018, towards the T-Mobile account would make the balance reflect an additional $36.00 charge on the billing statement that will generate on or around February 17, 2018.  Mr. [redacted] was advised that the refund will reflect on his checking account within one to three business days.  Pursuant to our conversation, Mr. [redacted] considers the matter resolved and has no further concerns.  T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate his business.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

I have received the reminder of my refund. 
TThank you. 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 2, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 20, 2017, regarding the above-referenced account.
T-Mobile regrets any final billing concerns Mr. [redacted] has experienced. T-Mobile records confirm that Mr. [redacted] started service on May 30, 2016, and was enrolled in our Simple Choice North America Unlimited Talk, Text and 2GB of Data rate plan which starts at $50.00 per month for one line of service. At the time of activation Mr. [redacted] purchased a Samsung Galaxy On5 device on Equipment Installment Plan (“EIP”). At the time of purchase a payment was required for the taxes of the full retail price of the equipment and the remaining balance was placed on 24-monthly installments.
T-Mobile records confirm that Mr. [redacted] cancelled his account on November 7, 2016, to port out to another provider. Following the cancellation Mr. [redacted]’s account, a final billing statement was produced in the amount of $127.45 for the services rendered from October 12, 2016, through November 7, 2016, which included accelerated EIP charges of $122.47 and prorated charges of $4.98, and was due on December 3, 2016, which went unpaid. Further review confirms that on December 15, 2016, Mr. [redacted] received $181.16 back out of the $231.16 payment previously made on November 1, 2016, and the funds were placed back to his credit card per his financial institution’s request. However, as the payment was for services rendered and it was T-Mobile’s position that the charges were valid and owed. As such, the charges of $181.16 were added to Mr. [redacted]’s past due balance of $127.45 to update the balance to $305.65 due on January 2, 2017, which went unpaid.
As Mr. [redacted]’s account remained outstanding after cancellation, on February 2, 2017, T-Mobile referred his account to third party collection agency for collection of the balance owed. Please note a collection fee was not assessed to Mr. [redacted]’s account. The account is currently assigned to Enhanced Recovery Centers (“ERC”) for collection of the balance owed. Further review confirms, on May 19, 2017, Mr. [redacted] remitted a payment of $100.00 directly to ERC. Later, on June 9, 2017, Mr. [redacted] remitted another payment of $100.00 to ERC and on June 19, 2017, an additional payment of $50.00 was remitted by Mr. [redacted] to ERC. Currently, Mr. [redacted]’s account remains assigned to ERC for collection of the remaining balance of $55.85.
As Mr. [redacted] advises in his letter to your office that he has had concerns regarding conversations with the third party collection agency, ERC, T-Mobile recommends Mr. [redacted] discuss those concerns directly with ERC. Please note that ERC and T-Mobile are separate companies, each with separate policies. Should Mr. [redacted] have concerns regarding ERC they can be reached by phone call at 1-800-501-1981 or by written correspondence at the following:
Enhanced Resource Centers
P.O. Box 551268
Jacksonville, FL 32255
Upon speaking with Mr. [redacted] he advised he was in receipt of an email from T-Mobile declaring his account contained a zero dollar balance. T-Mobile requested Mr. [redacted] forward his documentation for further review. After reviewing the supplied documentation, the email was sent to Mr. [redacted] on November 9, 2016. This email was sent to Mr. [redacted] prior to the December 15, 2016, charge back requested by his financial institution. As such it is T-Mobile’s position that the balance of $55.85 remains valid and owed.
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.
Jamen F[redacted]
Executive Response

November 3, 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 October 29, 2015, regarding the above-referenced account. Upon speaking with Mr. [redacted], T-Mobile learned that the incident at issue occurred while he was visiting an indirect dealer of T-Mobile service, Skye Wireless. Although T-Mobile is the service provider, Skye Wireless was the party with whom Mr. [redacted] purchased his equipment and had interaction with regarding this transaction. Nevertheless, T-Mobile takes allegations of misconduct seriously. We have forwarded this matter to Skye Wireless for further investigation and follow up. Rest assured that T-Mobile makes every effort to ensure that our customers have a professional and courteous experience with our indirect dealers. T-Mobile records indicate that on August 23, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two [redacted] 6 plus devices and an [redacted] 6 device. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on his personal credit history at the time of Mr. [redacted] purchase, he was required to remit a payment of $684.93 after taxes. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $89.58. Additionally, on August 24, 2015, Mr. [redacted] participated in T-Mobile’s JUMP! On Demand program with a lease agreement for a [redacted] Note 5 device and agreed to 18 monthly installments of $29.00. Lastly, on August 25, 2015, Mr. [redacted] purchased a Logitech Boom accessory with no down payment but agreed to a series of 24 installments of $8.34. Please note, T-Mobile has no record of Mr. [redacted] being offered anything differently by the retail store and regrets any conflicting information he may have been provided by the store. It’s important to note on October 27, 2015, Mr. [redacted]’ financial institution backed out of the above-referenced payment, causing T-Mobile to create a charge on the account in the amount of $684.93 for the payment and $45.00 in returned payment fees. In regards to Mr. [redacted]’ concerns regarding his Early Termination Fee reimbursement, on October 20, 2015, Mr. [redacted] was approved for his Early Termination Fee reimbursement in the amount of $1,060.00. Please note it may take two to three weeks from the approval date to be mailed to Mr. [redacted]. Furthermore, 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. T-Mobile records reflect Mr. [redacted] requested a return kit for his device on September 25, 2015, and as the Signal Booster was not returned by October 25, 2015, there was a $289.00 non-return fee, plus applicable taxes, that was assessed to the account. In an effort to amicably resolve this matter for Mr. [redacted], on November 2, 2015, T-Mobile applied a credit to the account for the non-return fee of $312.13. Additionally, T-Mobile will allow Mr. [redacted] to return his five devices in acceptable condition to T-Mobile and T-Mobile will remove the remaining EIP balance of $2,589.07, and apply a credit in the amount of $684.93. The equipment 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, charger 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 restocking fee will be deducted from the credit offered above. If the equipment has sustained either physical or liquid damage that would void the Limited Warranty the handsets will be returned to Mr. [redacted] and the EIP balance and final pro-rated monthly access charges will then be considered valid. We also ask that Mr. [redacted] disable the “Find my [redacted]” application as T-Mobile cannot disable this application and the device will be returned to Mr. [redacted] if the application is enabled. In order to take advantage of this offer, Mr. [redacted] must have the equipment post marked for return no later than December 2, 2015. Should Mr. [redacted] fail to meet this date the offer shall be considered void and charges will be considered valid. Any remaining credit balance on the account after the credits are applied will then be mailed to Mr. [redacted] in the form of a prepaid debit card to his billing address within seven to ten business days of the receipt of his equipment. Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: Company representative continue to lie. They offered me, over the phone $110 per 3 lines. Now, they try to back up and something different. Do not accept it 
Sincerely,
[redacted]

June 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated May 24, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to report that Ms. [redacted]’ concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her handset purchases. T-Mobile records confirm that on October 31, 2016, Mr. [redacted] activated the mobile numbers ending in [redacted] and [redacted] Please note that the line ending in [redacted] was already active on the above-referenced account. At the time the new lines of service were activated, Mr. [redacted]’ account was subscribed to the Simple Choice Family Unlimited Talk and Text rate plan with 6GB of data per line, for $120.00, plus taxes, per month.
Records confirm that on November 20, 2016, Mr. [redacted] activated two Mobile Internet (“MI”) lines ending in [redacted] and [redacted]. Please note 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 who activate two new lines of service on a T-Mobile ONE or a qualifying Simple Choice rate plan. Those who took advantage of this offer were eligible to receive the two new lines of service at no cost after automatic monthly bill credits. Please be advised that Mobile Internet lines are included in this offer as long as there are two paid voice lines on the account.
T-Mobile records confirm that each billing statement from December 23, 2016, through May 23, 2017, has received the promotional bill credit. Therefore, it is T-Mobile’s position that Mr. [redacted]’ account is being accurately credited.
On October 31, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two LG K7 handsets and one LG K10 handset. Mr. [redacted] was not required to remit a down payment however agreed to a series of 24-monthly installments of $6.25 per LG K7 handset and $7.30 for the LG K10 handset. It is important to note that from October 21, 2016, through November 29, 2016, customers who signed up for the new T-Mobile ONE rate plan and purchase a qualifying LG device on EIP could receive the LG K7 and LG K10 at no cost after bill credits. As Mr. [redacted]’ account was not subscribed to the T-Mobile ONE rate plan at the time of purchase, his account did not qualify to receive the promotional bill credits.
Nevertheless, in an effort to resolve the matter, on May 25, 2017, T-Mobile applied a credit of $474.97 to Mr. [redacted]’ account for the full retail cost of the handsets. As Mr. [redacted]’ account had a balance owed of $52.07 for the May 10, 2017, billing statement, the balance was reduced to a credit of $422.90. Ms. [redacted] has accepted this as a resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

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. ALTHOUGH I STILL FEEL THAT T-MOBILE'S CONTRACTED PHONE REPAIR PROVIDER NEEDS TO IN SOME WAY HAVE BETTER DOCUMENTATION WHILE THEY ARE REPAIRING AND INSPECTING PHONES TO DISPLACE THE CURRENT SERIAL NUMBERS ETC ON A VIDEO AND SHOW THE INSPECTION IN DETAIL, OR OTHERWISE THE COMPANY CAN DO AS IT PLEASES. I THINK INSURANCE SURE BE ON EVERY PACKAGE BEING SENT FOR WARRANTY ..SINCE THE CUSTOMERS DO NOT PRINT OFF THE SHIPPING LABELS.I WILL ACCEPT TO RESOLVE THIS MATTER ONLY BECAUSE IT WOULD SEEM THAT T-MOBILE WILL NOT CLAIM THAT THE CONTRACTED COMPANIES MAY HAVE ISSUES WITH THE WAY THEY HANDLE THE EXCHANGES.P.S.Revdex.com,CAN YOU POSSIBLY LOOK TO SEE IF T-MOBILE HAS HAD SIMILAR CASES IN THE PAST, SO THAT THIS CAN BE DOCUMENTED AND FILED IN THE CORRECT PLACE ?THANK YOU SO MUCH FOR YOUR TIME AND HELP Revdex.com.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:More lies from this terrible company. Not counting the day the refund was processed, it has been over 3 business days, plus a weekend. I am in shock that your company has deceit so engrained into its culture that even in response to the Revdex.com you can’t fulfill your promises. Originally, simply returning my money as promised would have been sufficient to resolve this issue. However, moving forward I will be needing assurances and proof that your company is working to solve the culture of dishonesty and taking advantage of the customer to accept this complaint as resolved. I can not believe your company is this manipulative, but here we are.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:T mobile is good at twisting the truth.  130 dollars is a long ways from 776 dollars she claim to owe.I received two phone here in carolina and my grand in oregon received 2 later as part of the deal.  My son turned in 4 phone to complete the deal 3 almost new.Auto pay never discuss if I did if so T mobile would never turn off my service if they had my card info. You would just took your money. I never new when the bill was due. Went their in jan to pay bill and was told computer was jammed wait til feb.  Went back in feb big over inflated bill 578 dollars.  She stated plan was cancelled due to none payment.  If enrolled in auto pay do I need to pay in person.  See t mobile commercials air today what being advertised sounds good but will trick you .
Never received no tablet from t mobile but was charged for one and a line.  Grand daughter phone never worked. Told them several time never removed the charges.Free unlimited text and data not true.  t mobile lure in and do not keep their part of the deal.Where are my phones nothing you say is true. 
Sincerely,
[redacted]

June 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 22, 2017, regarding the above-referenced account.
T-Mobile regrets any billing concerns Ms. [redacted] may have. T-Mobile records indicate Ms. [redacted] activated four lines of service on July 29, 2016, with our Simple Choice North America family plan with two lines for $80.00, and $10.00 for each additional line of service. Additionally, T-Mobile records indicate Ms. [redacted] purchased the following handsets using our Equipment Installment Plan (“EIP”):
• An Apple iPhone SE handset with 24-monthly payments of $16.65;
• A second Apple iPhone SE handset with 24-monthly payments of $16.65;
• An LG K10 handset with 24-monthly payments of $6.87; and
• A second LG K10 handset with 24-monthly payments of $6.87.
At the time of Ms. [redacted]’s handset purchase, T-Mobile provided a 14-day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs. Please note that if an account is cancelled, any remaining EIP balances are accelerated and billed to the account. This information is disclosed within the EIP agreement provided at the time of purchase.
Accordingly, on August 28, 2016, Ms. [redacted] was sent a billing statement in the amount of $381.90 which consisted of service charges from August 29, 2016, through September 28, 2016.
Further, T-Mobile records indicate Ms. [redacted] contacted our Customer Care with concerns regarding coverage. At that time, T-Mobile offered to provide Ms. [redacted] a 4G LTE CellSpot as an in-home coverage solution. The T-Mobile CellSpot are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our records indicate Ms. [redacted] agreed to the Terms and Conditions of use of the CellSpot, and the unit was provided to Ms. [redacted]. Please note that the CellSpot are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance, which was waived for Ms. [redacted] as a courtesy. However, if not returned upon cancelation of service, there is a $138.00 non-return fee that is assessed to the account.
T-Mobile cancelled Ms. [redacted]’s account, pursuant to her request. Accordingly, the remaining EIP’s were accelerated, and billed to the account. Please also note that Ms. [redacted] was sent a pre-paid return kit in which to return the Cellspot. Additionally, as a policy exception, T-Mobile agreed to extend the return period and accept the return of the handsets in like new condition. On August 31, 2016, T-Mobile received the aforementioned handsets. Due to an inadvertent error, the associated EIP’s were not closed. Further, on September 6, 2016, T-Mobile received the Cellspot.
As such, on September 28, 2016, Ms. [redacted] was sent a billing statement in the amount of $1,315.68 which consisted of a past due balance of $381.90, as well as the accelerated handset charges. As the account carried a past due balance, on February 20, 2017, the account was referred to a third-party collection agency for collection of the outstanding balance. As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee. Accordingly, a one-time collection fee in the amount of $46.43 was charged to Ms. [redacted]’s account, which revised the final balance to $1,362.11.
After review, on May 24, 2017, T-Mobile issued a credit in the amount of $1,269.25 for the returned handsets, as well as the billed charges for services. Additionally, T-Mobile has recalled the account from the third-party collections agency, and the associated collection fee is scheduled to be removed. T-Mobile has instructed the collection agency to delete derogatory credit reporting and cease collection efforts. Please note that the removal of derogatory credit reporting may take up to ninety days. As of the date of this letter, Ms. [redacted]’s account remains cancelled, and reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

December 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] & [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. We regret to hear the concerns Mr. [redacted] has regarding his T-Mobile account. T-Mobile records indicate that on September 22, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Silver 32 gigabyte (“GB”) 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, Mr. [redacted] qualified for the purchase of a Samsung Galaxy On5 handset, and an Apple iPhone 7 Rose Gold 32GB handset. On September 26, 2016, Mr. [redacted] activated T-Mobile account number [redacted] with three mobile voice lines. Upon activation of the T-Mobile account Mr. [redacted] contacted our Customer Care department and requested cancelation of account. Our records confirm the billing statement dated October 22, 2016, reflected an amount due of $1,439.97. As such, due to an inadvertent error Mr. [redacted]’s billing statement consisted of accelerated EIP charges for the three handsets placed on EIP. On October 3, 2016, Mr. [redacted] activated account number [redacted] for three lines and elected to subscribe to the Simple Choice North America Unlimited Talk, Text, and Data $80.00 monthly. In addition, mobile number ending in [redacted] subscribed to the add-a-line $10.00 monthly feature for total estimated monthly recurring charges of $90.00 less taxes and fees. On October 5, 2016, a billing statement was sent in the amount of $107.92, for services from October 5, 2016, to November 4, 2016. As payment was not remitted the amount was carried forward and reflected on the following billing cycle. Our records confirm a final billing statement dated November 5, 2016, reflected an amount due of $220.69, which consisted of the past due balance of $107.92, and current charges of $112.77. In an effort to amicably resolve Mr. [redacted]’s concerns T-Mobile has agreed to credit the balance on the account by applying a one-time credit for account number [redacted] in the amount of $1,439.97, bringing the balance to zero. In addition, T-Mobile has agreed to place a one-time credit in the amount of $220.69, on account number [redacted] bringing the balance to zero. T-Mobile records confirm neither account was referred to an outside collection agency for collection of either 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

October 12, 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 October 3, 2015, regarding the above-referenced account. Please be advised that Mr. [redacted] has confirmed his issue has been resolved to his satisfaction. T-Mobile regrets that our service did not work out for Mr. [redacted]. T-Mobile regrets any inconvenience Mr. [redacted] experienced with regards to charges billed to the account for service during the return period and the charges for the handset he returned to T-Mobile. T-Mobile records reflect that on August 22, 2015, the above account was activated with one line of services. Mr. [redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 5 handset. Mr. [redacted] paid a down payment of $99.99, plus applicable taxes, at the time of activation and agreed to a series of 24 monthly installments of $32.49 for the Samsung Galaxy Note 5 handset. Mr. [redacted] was advised that if the account was cancelled prior to the date the final installment payment was made, the open EIP balance would be accelerated and become due immediately. On September 1, 2015, Mr. [redacted] ported his mobile number out of T-Mobile which cancelled the account. The EIP for the Samsung Galaxy Note 5 handset was accelerated to be billed on the upcoming billing statement. On September 11, 2015, Mr. [redacted]’s handset was returned to T-Mobile; however, due to an inadvertent error the account was not credited for the $651.66 EIP balance for the Samsung Galaxy Note 5 handset and a refund was not issued for the $175.81 down payment and applicable taxes paid at activation. In an effort to amicably resolve this matter, on October 7, 2015, T-Mobile issued a credit totaling $651.66 for the EIP balance, and issued a courtesy credit of $46.48 for the monthly recurring charges and applicable taxes billed from August 22, 2015, through September 1, 2015. After the adjustments, the account reflects a zero balance. On October 7, 2015, T-Mobile was in contact with Mr. [redacted] and he confirmed that his banking institution has refunded him the $175.81 paid for the down payment and applicable taxes at the time activation. Mr. [redacted] has confirmed that all his concerns have been addressed. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Cindy M[redacted] Executive Response

March 16, 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 4, 2017, regarding the above-referenced account. Please be advised that T-Mobile has been unsuccessful in gaining contact with Ms. [redacted]. As such, we will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records indicate that on August 26, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Note 7 handsets. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Please be advised that Ms. [redacted] was asked to remit a down payment in the amount of $69.99 for each of her handsets, and further agreed to a series of 24 monthly installments in the amount of $32.50 per handset added to her monthly billing statements.
As has been widely reported, Samsung announced a world-wide recall of their highly regarded Galaxy Note 7 model handset. Upon learning of the recall, T-Mobile put in several processes in place to facilitate the return of any Note 7 handsets that our customer had in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled-out to our Retail Stores immediately. We certainly apologize if any of our employees failed to follow that process for Ms. [redacted].
Upon review of Ms. [redacted]’ account, our records reflect that she returned her aforementioned Samsung Galaxy Note 7 handsets to our Retail Location, and took advantage of our EIP offering with the purchase of two Samsung Galaxy Note 7 Version 2 handsets. Please note that our records reflect that this was completed on September 23, 2016. Please note that Ms. [redacted] was asked to remit a $69.99 down payment for each of her replacement units, and agreed to a series of 24 monthly installments in the amount of $32.50 per handset.
Regrettably, after Samsung released their replacement Galaxy Note 7 model device, the replacement versions were soon recalled as well. Please note that T-Mobile followed our original process and offered full refund to customers who had purchased a version 2 of the Samsung Note 7 model device.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated December 8, 2016, carried a total balance of $883.43, with $188.30 considered past due for services prior to November 9, 2016. Please note that Ms. [redacted] was assessed $695.13 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from November 9, 2016, through December 8, 2016. Ms. [redacted]’ past due amount was immediately due,. And her current statement charges were due in full by January 1, 2017.
T-Mobile records reflect that the last payment posted to Ms. [redacted]’ account was on December 18, 2016, in the amount of $119.30. At which time, Ms. David account balance was updated to reflect that $764.13 remained due.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated January 8, 2017, carried a total balance due of $1451.21. Please be advised that after credits and adjustments, $745.13 was considered past due. Ms. [redacted] was assessed $706.08 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from December 9, 2016, through January 8, 2017. Ms. [redacted]’ past due amount was immediately due, and her current statement charges were due in full by February 1, 2017.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated February 8, 2017, carried a total balance due of $2,145.77. Please be advised that after credits and adjustments, $1432.21 was considered past due. Ms. [redacted] was assessed $713.56 in current statement charges for monthly access, EIP, and applicable taxes nad fees for service from January 9, 2017, through February 8, 2017. Ms. [redacted]’ past due amount was immediately due, and her current statement charges were due in full by March 1, 2017.
T-Mobile records confirm that Ms. [redacted]’ billing statement dated March 8, 2017, carried a total balance due of $2586.57. Please be advised that after credits and adjustments, $2,126.77 was considered past due. Ms. [redacted] was assessed $459.80 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from February 9, 2017, through March 8, 2017. Ms. [redacted]’ past due amount was immediately due, and her current statement charges were due in full by April 1, 2017.
It should be noted that upon additional review of Ms. [redacted]’ Samsung Galaxy Note 7 handset credits, on March 13, 2017, T-Mobile determined that Ms. [redacted] was due an additional $344.96 credit. Accordingly, T-Mobile applied a one-time $344.96 Note 7 recall adjustment on Ms. [redacted]’ account which yielded an updated account balance of $2,141.61.
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]’ contact with our Retail Location and 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.
Jason A[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I would like for someone to contact the real victim in this complaint, my son.
Sincerely,
[redacted]

April 11, 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 29, 2017 regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his refund and the outstanding balance on his T-Mobile account. T-Mobile records show that Mr. [redacted] cancelled his T-Mobile account on January 31, 2017. However, T-Mobile had not received his handsets so the equipment accelerated and posted to the final billing statement dated January 25, 2017. Please be advised that on February 6, 2017, T-Mobile located all of the equipment except for an Apple iPhone 6S 32 GB handset and removed the EIP charges on Mr. [redacted]’s account accordingly. The final balance reflecting the amount of $334.26 posted to the final billing statement dated February 24, 2017. This balance consisted of remaining equipment charges, prorated monthly recurring charges, applicable taxes and fees for the billing period of January 24, 2017, through January 31, 2017, the day Mr. [redacted] cancelled his T-Mobile account.
Please be advised that on March 29, 2017, the remaining Apple iPhone 6S 32 GB equipment was located and the down payment in the amount of $254.40 was refunded to Mr. [redacted]’s Visa card ending in [redacted] and should be received within three to ten business days. Additionally, on April 11, 2017, the account balance in the amount of 334.26 was adjusted leaving Mr. [redacted]’s account cancelled and reflecting 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.
Jimmie P[redacted]
Executive Response

July 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 July 7, 2016, regarding the above-referenced account. T-Mobile is sorry to lose Ms. [redacted] as a customer and we regret hearing of her concerns with her accounts final balance and collection status. T-Mobile records confirm that Ms. [redacted] canceled her T-Mobile account on April 29, 2016, when she ported her mobile number ending in [redacted] to a different service provider. Ms. [redacted]’s billing cycle run from the 27th of one month to the 26th of the following month; in addition, Ms. [redacted]’s account was billed in arrears. 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 May 26, 2016. In regards to Ms. [redacted]’s concerns with her monthly estimated service charges after the cancelation of one of her mobile numbers, records further confirm that Ms. [redacted] had two active lines of service, mobile number ending in [redacted] and mobile number ending in [redacted] that was canceled on April 7, 2016, pursuant to her request. It is important to note that Ms. [redacted]’s account was subscribed to T-Mobile’s Family Select Choice Unlimited Talk and Text rate plan for $50.00 for the first two lines. Please note that this was an exclusive highly discounted grandfathered promotional rate plan. T-Mobile’s individual rate plan will start at $50.00 per month for Unlimited Talk, Text and 2GB of data; as such, changing Ms. [redacted]’s rate plan to an individual plan would not have reduced her monthly service charges. Records confirm that Ms. [redacted] last remitted payment to T-Mobile on April 7, 2016, in the amount of $62.45 which was applied toward her monthly service charges for the billing period from January 26, 2016, through February 26, 2016. In reviewing Ms. [redacted]’s most recent billing statements our records confirm that Ms. [redacted]’s billing statement dated April 27, 2016, reflected a balance in the amount of $129.46, which consisted of monthly service charges for the billing periods from February 27, 2016, through April 26, 2016. Ms. [redacted]’s final billing statement dated May 27, 2016, reflected a balance in the amount of $187.37 which consisted of a past due balance in the amount of $129.46, and new service charges for the billing period from April 27, 2016, through May 26, 2016. Due to non-payment, on June 30, 2016, Ms. [redacted]’s account was transferred to third party collection agency Convergent Outsourcing Inc. to attempt to collect the past due balance and a collection fee in the amount of $46.84 was assessed to the account updating the account balance to $234.21. In an effort to amicably resolve this matter, on July 13, 2016, T-Mobile issued a credit to the account in the amount of $234.21 leaving the account with a zero balance. In addition, as an additional courtesy, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted] credit report to reflect the change. 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. Maggie R[redacted] Executive Response

March 14, 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 2, 2017, regarding the above-referenced account. We are pleased to report upon speaking with Mr. [redacted], he confirmed that this matter had been resolved to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] has experienced regarding our “iPhone 7 Trade-Up” offering. Pursuant to the Terms and Conditions of the T-Mobile “iPhone 7 Trade-Up” offer, customers who traded-in an eligible iPhone device were given the opportunity to acquire an iPhone 7 32GB at no cost. Please note that this promotion carried a total promotional value of $649.99. In order to qualify for the promotion, the iPhone 7 32GB had to be purchased using our Equipment Installment Plan (“EIP”) offering and a qualifying handset had to be traded in to T-Mobile. In addition, it is very important to note that the promotional value was provided in two separate payouts, Trade-In Value and Monthly Promotional Credits. Please note that promotional credits are applied as long as customers continue to meet qualifications for the offer, including keeping the account active.
T-Mobile records indicate that on October 5, 2016, Mr. [redacted] purchased two Apple iPhone 7 handsets on an EIP for use with the mobile numbers ending in 3950 and 7927. At that time, our records confirm that Mr. [redacted] opted to trade-in his two iPhone 6s 64GB handsets, for an estimated trade-in value of $265.00 each, to be entered as an account credits upon receipt and inspection of the handsets at our warehouse. Please note that customers are furnished with a return mailing label to return their trade-in handsets to T-Mobile within 60 days of upgrade.
Upon review of Mr. [redacted]’s account, our records confirm that Mr. [redacted] has not yet received any trade-in value or monthly promotional credits due to the fact that T-Mobile has no record of receipt of his trade-in devices. Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile has ended the remaining EIP balance owed for his iPhone 7 handsets purchased on October 5, 2016, in the amount of $1,029.08. In addition, T-Mobile has entered an account credit in the amount of $270.92, and Mr. [redacted]’s revised account balance is a credit of $270.92. Mr. [redacted] has now received the full value of the “iPhone 7 Trade-Up” promotion of $650.00 per line, or $1300.00. 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.
Alberto V[redacted]
Executive Response