T-Mobile Usa Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] P.S. The Revdex.com and T-Moblie both acted very swiftly to resolve this matter! Thank you.

June 21, 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 June 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] has experienced with his T-Mobile account and expected reimbursement. T-Mobile records confirm Mr. [redacted] participated in our Early Termination Fee (“ETF”) Reimbursement program on January 30, 2017.
In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required.
On December 9, 2016, Mr. [redacted] met the promotion requirements for one mobile number ending in 4376. Mr. [redacted] traded in a device and received a trade-in credit of $100.00. T-Mobile records confirm the bill submitted by Mr. [redacted] did not reflect the ETF charged from the previous carrier and as such, the ETF reimbursement was denied.
However, upon speaking with Mr. [redacted], in an effort to amicably resolve this matter, T-Mobile has offered to provide a credit for the ETF of $250.00. Mr. [redacted] accepted the amount as a bill credit towards the EIP on the account.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Belen L[redacted] Executive Response

March 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted] and [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 12, 2017, regarding the above-referenced account. T-Mobile has confirmed that [redacted] and [redacted] is one and the same person. Please be advised that we have attempted to contact Mr. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that the above-reference account was activated on July 19, 2003, with mobile number ending in [redacted]. Our records show that on October 16, 2007, Mr. [redacted] activated additional line ending in [redacted]. On June 8, 2009, Mr. [redacted] activated additional line ending in [redacted]. Further records indicate that Mr. [redacted] ported out mobile number ending in [redacted] on February 3, 2010, to another service provider. On March 11, 2010, Mr. [redacted] cancelled mobile numbers ending in [redacted] and [redacted].
It is important to note that Mr. [redacted]’s account billing cycle began on the 9th of the month and ended on the 8th of the following month due on the [redacted] of that following month. Please be advised that Mr. [redacted]’s billing cycle was change two times from 2003 through 2010, due to customer request and corporate discount terms. Mr. [redacted]’s billing cycle from the 9th to the 8th was effective as of December 9, 2019, and remained his billing cycle up until the date of cancellation.
T-Mobile records reflect that Mr. [redacted]’s account had carried a past due balance since December 5, 2008. However, Mr. [redacted]’s account was able to remain active as he made partial payments to the account. Our records indicate that Mr. [redacted]’s last payment was for $200.00 on May 5, 2010. The current balance of $1,188.59 is reflective of: Final billing cycle form March 9, 2010, through April 8, 2010, due May 1, 2010, in the amount $1,588.59 which includes $200.00 Early Termination Fee’s and a past due amount of $1,188.59. Please be advised that pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. However, because T-Mobile considers this debt to be valid and owed, we will pursue all our legal rights and remedies to collect this debt.
Please be advised that from June 30, 2010, through February 28, 2017, the above-referenced account has been assigned to multiple 3rd party collection agencies. On February 28, 2017, the account was assigned to Enhanced Resource Centers where the account remains.
T-Mobile records indicate that on July 12, 2011, Mr. [redacted] activated mobile number ending in [redacted] on account number [redacted]. On September 3, 2013, Mr. [redacted] activated additional line ending in [redacted]. On December 17, 2014, Mr. [redacted] activated mobile number ending in [redacted] which was transferred to another account on January 6, 2016. On January 13, 2016, Mr. [redacted] activated mobile internet line ending in [redacted]. Lastly, on February 25, 2017, Mr. [redacted] activated mobile internet line ending in [redacted].
By purchasing T-Mobile equipment, customers receive a one-year Limited Warranty provided by the manufacturer of their device. Our records show that mobile number ending in [redacted] was subscribed to our Premium Handset Protection (PHP) feature for $12.00 per month from October 25, 2016, through February 15, 2017. PHP provides coverage for enrolled customers in cases of equipment loss, theft, accidental damage, in-warranty and out-of-warranty malfunctions of their handset. T-Mobile records indicate that on February 15, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung J7 with IMEI [redacted] along with accessories wherein he paid a down payment of $67.14 and agreed to 24 monthly installments of $10.00. Additional records confirm that the above Samsung J7 was mailed to [redacted] Ave S Apt [redacted], which was the address on Mr. [redacted]’ account. Please be advised that the address was not updated until February 15, 2017, to [redacted] [redacted] [redacted].
Further records show that on February 22, 2017 the Samsung J7 above was returned to T-Mobile and therefore the EIP loan was closed and the balance waived. Unfortunately, due to an inadvertent error, the down payment for Mr. [redacted]’ February 15, 2017, equipment order was not refunded.
Further records confirm that on February 28, 2017, Mr. [redacted] purchased another Samsung J7 with IMEI [redacted] which is currently in use with mobile number ending in [redacted]. Mr. [redacted] paid a down payment of $9.99 and agreed to 24 monthly installments of $10.00. Therefore, Mr. [redacted] is not being charged for the Samsung J7 he purchased on February 15, 2017.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on March 24, 2017, T-Mobile has offered Mr. [redacted] to remove $400.00 for Early Termination Fee’s from the original account [redacted] as a gesture of goodwill. Additionally, T-Mobile has offered to credit $67.14 to Mr. [redacted]’s account number [redacted] for the upfront costs of his returned Samsung J7 and accessories explained above. Mr. [redacted] is welcome to contact me at the number below and or via email at [redacted]@T-Mobile.com by April 24, 2017, to accept our offer.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

November 8, 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 2, 2016, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.
 
T-Mobile is sorry to hear that Ms. [redacted] concerns with service availability and that she ch[redacted] to disconnect her new service with T-Mobile while within her buyer’s remorse period.  T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced.  We also regret hearing of Ms. [redacted]’s concerns with her account’s final balance. Please be assured we make every effort to provide complete and accurate information to our customers.  We apologize if Ms. [redacted] feels that this was not her experience when contacting our Customer Care department.
 
T-Mobile records confirm that Ms. [redacted] activated her T-Mobile account on August 23, 2016, with mobile number ending in [redacted]. T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs.  If Ms. [redacted] found that the service was not acceptable, she has the option to cancelled service within this period and only been responsible for the service charges, fees and taxes incurred through the date of cancellation. 
 
Records further confirm that she canceled her service on September 1, 2016, when she ported her mobile number to a different service provider. Ms. [redacted]’s billing cycle ran from the 24th of one month to the 23rd of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through September 23, 2016, the end of her billing cycle.
 
Ms. [redacted]’s account currently reflects a balance in the amount of $87.43 which consists of monthly service charges for the billing periods from August 24, 2016, through September 23, 2016. It is T-Mobile’s position that the balance is valid and owed. 
 
Although outside of T-Mobile policy, as a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, on November 5, 2016, T-Mobile issued a onetime bill credit to the account in the amount of $87.43.  Ms. [redacted]’s account remains canceled and it reflects a zero balance. Please note that Ms. [redacted]’s account was not transferred to a third party collection agency and no negative information has been reported to the credit bureaus.  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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be awaiting receipt of the card with the refunded amount of $50.33. Sincerely, [redacted]

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence January 25, 2018, regarding the above-referenced account.  T-Mobile is pleased to report we have resolved Ms. [redacted]’s concerns to her satisfaction.T-Mobile regrets any ongoing concerns Ms. [redacted] has had regarding her monthly rate plan costs.From September 8, 2016 through December 6, 2016, qualified postpaid customers with four or more T-Mobile ONE Tax Exclusive lines of service received a monthly bill credit to get their fourth line free.  Any combination of T-Mobile ONE Tax Exclusive voice or tablet lines of service qualified with a minimum of two voice lines of service.  T-Mobile records confirm Ms. [redacted] activated her T-Mobile account on November 25, 2016, during the period of time this offer was available, and added three voice lines of service and one tablet line of service to her account, thus qualifying for this offer.  Please note that Ms. [redacted] also added a LineLink line of service however this line is not impacted by this offer.Due to an inadvertent error, Ms. [redacted]’s account was not receiving the monthly promotional credits and we truly regret any inconvenience this may have caused.  T-Mobile’s Executive Response team has made the necessary changes to ensure the account is properly enrolled in this promotional offer, and we will remain in touch with Ms. [redacted] through the following billing cycle to ensure the credits are correctly reflected on her monthly billing statements.  Going forward, Ms. [redacted]’s monthly recurring service charges will total $165.00 plus applicable taxes and fees.  T-Mobile would also like to inform Ms. [redacted] that her T-Mobile ONE Tax Exclusive rate plan includes a monthly discount of $5.00 per line of service when the account is enrolled in AutoPay.  This would provide Ms. [redacted] with an additional $25.00 in monthly savings, reducing her monthly service charges to $140.00 plus applicable taxes and fees.Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Executive Response team.Ms. [redacted] has been provided with both the below contact number as well as the email address Liana.G[redacted][email protected] and is free to contact the Executive Response team if she has any further concerns regarding this promotional offer.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Liana G[redacted]Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not a 100% satisfactory to me, however if this is the only option I have for me then I accept it. For reference purposes, I did contact the manufacturer before contacting Revdex.com but they refused to do replace the phone. Additionally, they mentioned of not understanding how T-mobile offers these types of deals and how do they manage to make so many exchanges on phone since it is clearly not offered by Samsung directly.
This clearly shows the cell phone business is a scam!!! I will be mailing the phone out to Mr. K[redacted] today as I have been busy with Jury Duty for the past week hence apologies for the delay.
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]

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 28, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his military discount. T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. Mr. [redacted] would qualify for a military monthly discount upon receiving verification of the following: • Veterans Identification Card, Veterans Advantage card, or Veteran documentation • DD Form 214 • Military Retiree account Statement • Honorable Discharge Paper However, in an effort to amicably resolve this matter, on November 3, 2015, T-Mobile attached Mr. [redacted]’ government discount with the Department of Defense (IL) and he will receive a monthly discount of 15%. Please note that it may take up to two billing cycles for the discount to appear on Mr. [redacted]’s billing statement. Also, Mr. [redacted] has been advised that his bill cycle will change from closing on the 19th of every month to the 26th and he should receive a prorated bill for his next billing cycle. As an additional courtesy, on November 3, 2015, T-Mobile applied a courtesy credit of $150.43 to Mr. [redacted]’s account for his monthly access charges from October 19, 2015 through November 18, 2015 due on November 11, 2015. Mr. [redacted] accepted the credit as a resolution to this matter. As of November 3, 2015, Mr. [redacted]’s account reflects a zero balance. 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

Complaint: [redacted]
I am rejecting this response because:this is not any fault of mine and it also my first claim dates back to june 1 st. prior to june 1st to resolve this situation and it should not reflect on my credit report. Multiply phone calls had been made and they also rejected me making a payment over the phone to resolve this issue.
Sincerely,
[redacted]

July 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 July 19, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her closed T-Mobile account. Ms. [redacted] activated her account on November 12, 2012, at which time she agreed to keep her service active for 24 months. Ms. [redacted] then requested cancellation of her service on November 12, 2012. As this was prior to the agreed upon terms, Ms. [redacted] was assessed a $50.00 early termination fee on the final billing statement. It is T-Mobile’s position that the early termination fee is valid. Additionally at the time of Ms. [redacted]’s cancelation, her Equipment Installment Plan which was established on October 7, 2013, for her Blackberry Curve was billed in full as she elected to cancel prior to the payoff of her installment plan. Ms. [redacted]’s final billing statement included the payoff of $84.00 for her Blackberry Curve. Please note, on October 5, 2013, account notations support that Ms. [redacted] was informed that she would be purchasing the Blackberry Curve for $168.00, however the cost would be placed on Equipment Installment Plan which provided monthly payment for 24 installments. We regret any confusion to Ms. [redacted]. As such, Ms. [redacted]’s final balance was in the amount of $164.27 which included her final EIP amount owed, her early termination fee and unpaid monthly recurring charges for services rendered from October 27, 2014, through November 1, 2014. As Ms. [redacted]’s balance is considered valid, and payment was not received her account was referred to an outside collection agency on February 18, 2015. It is T-Mobile’s position that the balance is valid. In an effort to amicably resolve this matter, T-Mobile has issued a credit of $164.27 to the above-referenced account bringing the account to a zero balance. In addition, 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. 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

February 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 9, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile is sorry to have lost Ms. [redacted] as a customer, and regret that her last bill was not what she expected. T-Mobile records confirm that, on December 15, 2015, T-Mobile scheduled the mobile numbers ending in [redacted], [redacted], and [redacted] for cancellation pursuant to Ms. [redacted] request. Ms. [redacted] billing cycle ran from the 14th of one month to the 13th of the following month. Please be advised T-Mobile service cancellations are set to occur at the end of the bill cycle. Accordingly, the above-referenced mobile numbers were cancelled on January 13, 2016. However, in an effort to amicably resolve the matter, on February 2, 2016, upon speaking to Ms. [redacted], T-Mobile Customer Care applied a courtesy credit of $122.95 for the service charges incurred on the mobile numbers ending in [redacted], [redacted], and [redacted] from December 15, 2015, through the date of cancellation. The account remains active with a balance of $293.65 which consists of monthly access charges, applicable taxes, and fees from the billing statements dated November 15, 2015, and December 14, 2015. It is T-Mobile’s position that the account was billed appropriately. Nevertheless, on February 11, 2016, upon speaking to Ms. [redacted], and in an effort to amicably resolve the matter, T-Mobile applied a courtesy credit of $50.00 towards Ms. [redacted] account reducing the balance to $243.65 which is currently past due. As an additional courtesy to Ms. [redacted], T-Mobile has placed a hold on Ms. [redacted] account in order to prevent further collection activity through February 19, 2016, in order for Ms. [redacted] to bring the account balance to zero. Pursuant to our conversation with Ms. [redacted], the matter is resolved and she has no further concerns. We regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 18, 2016, regarding the above-referenced account. We are pleased to confirm that Mr. [redacted] is satisfied with our resolution. We regret to lose Mr. [redacted]’s business and regret any concerns regarding his account. On October 15, 2015, T-Mobile records confirm Mr. [redacted] ported out two lines ending in [redacted] and [redacted] to another carrier. Please be advised the port-out of these two numbers resulted in the corresponding cancelation of the two numbers; however, this left three remaining T-Mobile lines active on Mr. [redacted]’s account. As these lines remained active, Mr. [redacted] continued to incur monthly service charges and equipment installments for three devices. T-Mobile records indicate that on July 5, 2014, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment and/or paying taxes on the retail cost of the handset at the time of purchase and agreeing to pay the remaining balance in 24 installments. Please be advised however that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. T-Mobile records further indicate that on November 10, 2015, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand offering with the lease of an Apple iPad Air 2 tablet and an LG V10 handset. Please be advised however that JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. When the account and remaining three lines were canceled on February 20, 2016, the remaining EIP balance of $110.00 for the Samsung S5 was accelerated and posted to the final billing statement dated March 9, 2016. Furthermore, T-Mobile records confirm on March 2, 2016, Mr. [redacted] returned the iPad Air 2 tablet and LG V10 to a T-Mobile retail location successfully, however, did not pay the remaining lease payments agreed upon at the time of purchase, which led to the acceleration of the remaining lease balance of each device totaling $765.00 which also posted to the final billing statement dated March 9, 2016. Please note this final billing statement included the above accelerated equipment charges, unpaid monthly service and EIP charges, international call charges, late payment fees, tax and additional government fees totaling $1,720.55. It is T-Mobile’s position that this final account balance is valid and owed. In an effort to amicably resolve Mr. [redacted]’s concerns however, T-Mobile provided an account credit of $1,534.89. This credit brings Mr. [redacted]’s account to a balance of $185.66 that will remain valid and owed. T-Mobile has placed a 90-day collection hold, set to expire July 18, 2016, to prevent collection activity on the account and to allow Mr. [redacted] to remit payment. Mr. [redacted] accepted this as resolution to his concerns. 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. Kimo C[redacted] Executive Response

October 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 12, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction. T-Mobile regrets any concern to Ms. [redacted] in regards to the above referenced account. T-Mobile has completed its investigation of this matter as Ms. [redacted] was able to provide the necessary police report and determined that the allegation of fraud has been substantiated. Therefore, Ms. [redacted] has been absolved of all financial responsibility for this account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Ms. [redacted] should allow approximately 90 days for this information to be reflected on her credit report. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Executive Response Team. 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

September 11, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re:[redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 4, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding or confusion surrounding the billing. T-Mobile records indicate that Mr. [redacted] cancelled his account on August 2, 2015 via a port out to another carrier. Mr. [redacted] billing cycle ran from the 8th of one month to the 7th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] received a billing statement totaling $129.48 for services from July 8, 2015 to August 7, 2015. These charges are considered valid and owed. Please note Mr. [redacted] account received a corporate discount each month; however as the account was not active for the full billing cycle and was in a canceled status the discount was not applied toward the August 2015 billing statement. In an effort to amicably resolve Mr. [redacted] concerns, on September 5, 2015 our Customer Care department issued a credit for the prorated charges assessed after August 2, 2015 and the corporate discount not received in the amount of $39.48. Mr. [redacted] T-Mobile account remains cancelled with a balance of $90.00 which represents charges from July 8, 2015 to August 2, 2015. Mr. [redacted] may contact our Customer Care department at [redacted] or may remit payment to the address listed on his billing statement by September 28, 2015. T-Mobile regrets any inconvenience this may have caused 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. Ty R[redacted] Executive Response

August 27, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:     ...

[redacted]
                        T-Mobile Account Name: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 22, 2015, regarding the above-referenced account.  T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concerns.
 
T-Mobile understands that it is important to always provide our customers with accurate and detailed information for any transactions and offers including Carrier Freedom and ensures our representatives have all the necessary training and tools to do so.  T-Mobile regrets if this was not the case when Mr. [redacted] activated his service with T-Mobile to take advantage of the Carrier Freedom offer.  T-Mobile records indicate that on June 24, 2015, the date Mr. [redacted] activated his T-Mobile account, he qualified for and took advantage of our Equipment Installment Plan (”EIP") offering with the purchase of two Apple iPhone 6 devices and an LG Leon device.  At the time of Mr. [redacted]’s purchase, he was not required to make a down payment, however he did agree to pay sales tax on each of the devices purchased along with the cost of the SIM Starter Kits totaling $134.36 due in-store at the time of purchase.
 
During this transaction, Mr. [redacted] also traded-in a Samsung Galaxy Tab 3 with a trade-in value of $18.00, and an Apple iPhone 6 with a trade-in value of $351.00 for a total trade-in amount of $369.00.  A portion of this trade-in credit was first applied toward the amount due in-store at the time of purchase and the remaining credit was issued to Mr. [redacted]’s T-Mobile account to be applied toward the first monthly billing statement.  Due to an inadvertent error, the credit issued to Mr. [redacted]’s account was increased to $238.77 as opposed to the $234.64 that was actually owed.
 
In an effort to amicably resolve this matter, T-Mobile has reversed the $238.77 credit applied to his T-Mobile account and issued a rebate of that amount in the form of a prepaid debit card to be mailed to the billing address on file and received within 7 – 10 business days from the date the rebate was processed.  Mr. [redacted]’s account now reflects a revised balance of $407.25 which includes monthly recurring charges for the period of June 24, 2015, through August 23, 2015.  The amount of $238.77 is currently considered past due, while the remaining $168.48 is due September 16, 2015.  Mr. [redacted] is free to contact T-Mobile at the number provided below to discuss payment arrangement options if need be. 
 
Lastly, T-Mobile has taken steps to expedite Mr. [redacted]’s Carrier Freedom reimbursement outside of our normal procedures and guidelines and we will remain in touch with Mr. [redacted] until we have confirmed the reimbursement has been finalized and mailed to him.
 
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.
 
Liana G[redacted]
Executive Response

August 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 August 3, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to the activation of her account.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location.   T-Mobile records indicate the account was activated on June 30, 2017, under the T-Mobile One promotion to include two lines for $110.00.  Please be advised that starting on May 31, 2017, T-Mobile offered that [redacted] customers who port over to T-Mobile as part of our Carrier Freedom program can now do so without having to give up their phone.  Please note in order for reimbursement the following qualifications must be met.  The new customer must activate new service on a voice line (or add a line) with T-Mobile, port in the existing [redacted] number, port-in must happen after taking the Equipment Installment Plan (“EIP”) screenshots, bring over one of the qualifying devices, enroll in the $15 Bring Your Own Device insurance bundle, and submit for reimbursement within 30 days of activation.   As of the date of this letter, the proper documentation has not been received for Ms. [redacted]’s account.  However, in an effort to offer an amicable resolution, Ms. [redacted] may contact me at the below listed extension or email with the final bill from [redacted] and we will honor the promotion.  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] or [redacted].[redacted]@T-Mobile.com.   Very truly yours,     T-MOBILE USA, INC.   Jessica G[redacted] Executive Response

November 9, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] and [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 October 31, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. and Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. and Ms. [redacted]’s concerns within this letter. T-Mobile is pleased to advise that Mr. and Ms. [redacted]’s concerns have been resolved to their satisfaction. T-Mobile regrets the troubles Mr. and Ms. [redacted] have undergone with regards to the owing account balance and the account being forwarded to an outside collection agency. T-Mobile records confirm that the above-referenced account was activated on April 21, 2016. At the time of activation of service with the mobile numbers ending in [redacted], [redacted] and [redacted], T-Mobile provided a 14-day return period which allowed The [redacted]’s to use the services to see if it met their needs. If the services were not acceptable, and if requested cancelation of the service within the 14-day timeframe, The [redacted]’s would remain financially responsible for all charges incurred from activation through cancelation. T-Mobile records further confirm that The [redacted]’s canceled the above-referenced account on April 27, 2016, when the three mobile numbers were ported to another service provider. The account balance for the short time in which the service was activate, totaled $25.04. As the account balance was left unpaid, on September 30, 2016, T-Mobile referred the account to an outside collection agency, Enhanced Resource Centers. Although the charges are valid and owed, in an effort to amicably resolve The [redacted]’s concerns, T-Mobile has issued a credit of $25.04 to the above-referenced account bringing the account to a zero balance. In addition, 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience caused to The [redacted]’s. 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. Lupe C[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:The root of this complaint lies with the fact that four different employees from T-Mobile, both in the store and over the phone, either told my husband or myself, or made it seem to my husband or myself, that after we paid the last $27.00 on each of the iPhones that we would then have paid off our lease on the phones, and would thus own them (I am not addressing the iPad because we have no issues with that bill). Thus, we decided that we would be fine paying the last $27.00 on each of the phones to own them and be able to do whatever we wanted to do with them. Not a single employee mentioned anything about a “purchase option price” that we would need to pay if we did not return the phones to T-Mobile, which is why my husband and I believed that after paying the last $27.00 on each phone we would own them. While the explanation from T-Mobile about the bill is helpful, it does not change the fact that we were severely misinformed by four separate T-Mobile employees about the status of our lease on the phones. A T-Mobile ce representative admitted that four separate employees gave us the wrong information. My husband and I chose to act on this misinformation, and are now faced with a much larger bill because four employees were unable to properly do their jobs. The proposed solution by T-Mobile is not something that addresses this problem. Instead, T-Mobile is seemingly proposing a solution that they know is most likely not feasible for us. We were lead to believe by four separate T-Mobile employees that we would own the phones after paying $27.00 on each of them. The issue then, is the “purchase option price” which we were never told about. It is frustrating that T-Mobile’s remedy to this situation is to act like they are doing us a favor by being willing to accept the phones back and subsequently ‘waive’ this charge. That is exactly what would have happened if we were informed by one of the four employees that we would need to return the phones in order to have our final bill be the lower amount that each of them quoted us. Thus, T-Mobile is not offering a solution to our issue with them, and is instead trying to pass off offering the ability to act on knowledge we should have been given previously, by one of the four employees as a solution to our issue with them. As such, this does not constitute a remedy to our issue, and is instead T-Mobile backtracking to offer what should have been offered to begin with. 
Sincerely,
Mrs. [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.
I just want to mention the reason I didn't receive the credit refund was due to a mistake in the address. Citi bank did not have an apartment number listed in their address.. I believe this was an issue between T Mobile and Citi bank as T Mobile does have my correct address on file and I received their statements.
Sincerely, [redacted]