T-Mobile Usa Inc

July 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 9, 2017, regarding the above-referenced account. T-Mobile records indicate that the account holder is [redacted] and he has designated [redacted] as an authorized user.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile promotion. On September 9, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. On September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. If a customer chose the iPhone 7 32 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24-month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
T-Mobile records confirm that on September 16, 2016, Mr. [redacted] purchased an iPhone 7 with 128GB of memory on an EIP for his mobile number ending in [redacted]. Mr. [redacted] was required to remit a down payment of $99.99 and agreed to 24-monthly installment charges of $27.09. T-Mobile received Mr. [redacted]’s iPhone 6 serial number [redacted] trade-in and he received his $165.00 trade-in credit in two ways; a credit of $137.92 was applied to his account balance on September 27, 2016, and $27.08 to his monthly EIP. Accordingly, Mr. [redacted] is receiving his remaining Apple credit of $484.99 in 24-monthly promotional credits of $20.21 on his mobile number ending in [redacted].
Our records further indicate that on September 16, 2016, Mr. [redacted] purchased an iPhone 7 with 128GB of memory on an EIP for his mobile number ending in [redacted]. Mr. [redacted] was required to remit a down payment of $99.99 and agreed to 24-monthly installment charges of $27.09. T-Mobile received Mr. [redacted]’s iPhone 6 serial number [redacted] trade-in and we found that the “Find My iPhone,” feature was still enabled on the device therefore; Mr. [redacted] did not receive his $165.00 trade-in credit nor his monthly EIP promotional credit.
However; in an effort to amicably resolve this matter, on July 13, 2017, T-Mobile closed out the remaining balance on the iPhone 7 on the mobile number ending in [redacted] in the amount of $379.10. On July 13, 2017, T-Mobile mailed a prepaid refund card to Mr. [redacted] in the amount of $270.89 for his payments paid toward the iPhone 7. In addition, T-Mobile applied a credit of $259.20 to the account for a free month of service. Mr. [redacted] will continue to receive his monthly promo credits of $20.21 on his iPhone 7 for his mobile number ending in [redacted]. Mr. [redacted] accepted this as a resolution. As of July 19, 2017, 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.
Ligia M[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I mailed copies of my old bill and the original bill from the collection agent to Revdex.com, T-Mobile, back to the collection agent, and the three credit report companies. I would like this bill cleared off my credit report.Sincerely, [redacted]

October 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Name: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 28, 2016, regarding the above-referenced account. T-Mobile attempted to contact Ms. [redacted] but we were unsuccessful in reaching here, therefore we will make every effort to fully address her concerns in this letter. T-Mobile records confirm that, on September 12, 2016, we offered to apply a credit of $749.76 to Mr. [redacted]’s account which is equivalent to the cost of the Samsung Galaxy Note 4 that was financed via T-Mobile’s Equipment Installment Plan (“EIP") offer on April 25, 2015. At that time, T-Mobile agreed to provide Ms. [redacted] with a Samsung Galaxy Note 7 as a replacement for her non-working Samsung Galaxy Note 4 as opposed to utilizing T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a new or like-new replacement handset of the same or equivalent model by collecting a Service Warranty Processing Fee which can range from $5.00 to $20.00. By providing Ms. [redacted] with the credit of $749.76 as well as the new Samsung Galaxy Note 7, she was essentially paying only the difference in the cost of the two devices in order to receive her replacement. In addition to this offer, T-Mobile also agreed to send Ms. [redacted] a brand new, un-opened, Samsung Galaxy Note 5 at no cost for use while she awaited inventory replenishment of the Samsung Galaxy Note 7. T-Mobile records confirm that, on September 12, 2016, an order for the Samsung Galaxy Note 5 was placed and subsequently delivered on September 15, 2016 via overnight shipping at no cost. At the time the order was placed, the full $791.78 cost of the order was scheduled to be billed to Mr. [redacted]’s account on the following billing statement. T-Mobile records confirm that, as of September 28, 2016, this amount has been credited in full as promised. It is T-Mobile’s position we have gone very far above and beyond our normal policies and guidelines in working with Ms. [redacted] and no further exceptions will be made in regards to this matter. T-Mobile regrets any confusion Ms. [redacted] may have experienced regarding the return date for the Samsung Galaxy Note 5. Upon further review of Mr. [redacted]’s account, T-Mobile has confirmed that an order for a Samsung Galaxy Note 7 was delivered to Mr. [redacted]’s billing address on October 3, 2016. As promised, T-Mobile has applied a credit of $749.76 to the EIP balance for this device reducing the unpaid balance to $30.24 which will appear on the following billing statement. In accordance with T-Mobile’s original offer, we ask that Ms. [redacted] return the Samsung Galaxy Note 5, and all accessories included in the original packaging, no later than October 21, 2016 to the following address: T-Mobile USA, Inc. Attn: Liana 1201 Menaul Blvd NE Albuquerque, NM 87107 Once T-Mobile receives the device, it will be inspected to confirm it is in good working condition with no liquid or physical damage. Ms. [redacted] will incur a non-return fee of up to $50.00 for any missing accessories such as the charger or USB cable included in the original packaging with the device. Please note that, if the device is not received by October 21, 2016, or is received in non-working or damaged condition, the credits totaling $791.78 will be reversed and the cost will be owed in full. 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

June 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 June 2, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account. T-Mobile records indicate that on May 14, 2017, T-Mobile Customer Care offered to apply a credit in the amount of $190.00 for the remaining balance of Ms. [redacted]’s Samsung Galaxy S6 Edge 32GB device.
However, due to an administrative error, the credit was applied to the incorrect handset. Upon speaking with Ms. [redacted] on June 5, 2017, she was informed that Customer Care had reversed the credit applied towards the Samsung Note 5 device and waived the remaining balance for Samsung Galaxy S6 Edge as offered. T-Mobile is pleased to confirm that Ms. [redacted] accepted the information provided as a resolution. 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.
Abigail [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 had filed another Revdex.com complaint on 7/13/15 prior to this response so I ask that you please close out that complaint as well. Sincerely, [redacted]

April 10, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 6, 2017, regarding the above-referenced account.    T-Mobile regrets that Mr. [redacted] still has concerns with his billing statement.  Mr. [redacted]’s account currently has four mobile numbers and one Mobile Internet (“MI”) line of service.  Mr. [redacted] is subscribed to our Simple Choice North America Unlimited Talk, Text and Data for $100.00 per month for the first two lines of service and $20.00 per month for each additional line of service.  Mr. [redacted] has been receiving the $20.00 Add-A-Line monthly bill credit for the 4th line of service ending in [redacted] per our 2016 Friends and Family 2 Lines on Us offer.  Mr. [redacted]’s mobile number ending in [redacted] is subscribed to an optional JUMP 2.0 insurance feature for $12.00 per month and his mobile number ending in [redacted] is subscribed to the optional Simple Choice North American Stateside International discounted dialing feature for $10.00 per month.  Since Mr. [redacted] has a MI line on the account with his four voice lines, he receives a $10.00 monthly discount toward the $20.00 MI monthly access charge for our Simple Choice North American MI service, which brings his cost for the MI line to $10.00 per month for service.  Prior to any promotional credits being issued to the account, Mr. [redacted]’s monthly service charges and optional features are $162.00.   Mr. [redacted] has five open Equipment Installment Plans (“EIP”) and two open JUMP! On Demand (“JOD”) leases.  The following installment plans are being billed to Mr. [redacted]:   ·         EIP Plan ID: [redacted], started on January 13, 2017 for two Apple iPhone 7 Plus accessories: Tempered Glass and T21 Impact Clear; total cost of $69.96, zero down, 24 monthly installments of $3.34 per month; this EIP is associated with the mobile number ending in [redacted] ·         EIP Plan ID: [redacted], started on January 13, 2017 for an Apple iPhone 7 Plus 32 GB handset for the [redacted] line of service, total cost $769.99, $49.99 down payment, 24-monthly installments in the amount of $30.00 ·         EIP Plan ID: [redacted], started on November 19, 2016 for the mobile number ending in [redacted] for an LG Stylo 2 Plus handset, total cost $239.99, $0.00 down, 24-monthly installments of $10.00 ·         EIP Plan ID: [redacted], started on September 8, 2016 for an Alcatel One Touch Pop 7 Tablet for the MI line ending in 0419, total cost of $129.99, $24.00 down, 24-monthly installment of $4.42 (being credited via monthly bill credits) ·         JOD Lease ID: [redacted], started on March 9, 2016 for the mobile number ending in [redacted] for an Apple iPhone 6S 64GB handset, the lease required a payment of $153.99 at signing and 18-monthly installments of $23.00, the final purchase option will be $182.00 if the device is purchased. ·         EIP Plan ID: [redacted], started on March 9, 2016 for the mobile number ending in [redacted] for two accessories, an iPhone 6 phone case and a screen protector, total cost $79.98, $39.98 down-payment, 24-monthly installments in the amount of $1.68 ·         JOD Lease ID: [redacted], started on October 12, 2015 for the mobile number ending in [redacted] for an Apple iPhone 6S 64 GB handset, $99.99 paid at signing, 18-monthly installments in the amount of $26.00, the final purchase option is $182.00 if the device is purchased at the end of the lease.   Mr. [redacted]’s equipment charges are $98.44 per month before promotional billing credits are applied.  Mr. [redacted]’s monthly billing statement with the monthly access charges, optional features, EIP monthly installments and OD monthly installments is $260.44 before additional usage charges, taxes and fees.  In addition, Mr. [redacted] is receiving a monthly bill credit in the amount of $4.42 to the account toward the EIP for the tablet and $20.00 per month for the 2016 Friends and Family 2 Lines On Us offer, which brings his monthly billing statement to $236.02 before additional usage charges, taxes and fees.  Mr. [redacted]’s billing statement dated March 13, 2017 reflects a $40.00 credit for the 2016 Friends and Family 2 Lines on Us offer and the $4.42 2016 Tablet On Us offer.  Mr. [redacted]’s account was suspended as a result of non-payment on March 2, 2017 and the billing statement dated March 13, 2017 reflects a $20.00 restore from suspension fee per line of service.  As a gesture of goodwill, on March 2, 2017, T-Mobile issued credits totaling $69.63 to Mr. [redacted]’s account toward the restore from suspension fees.  Mr. [redacted]’s billing statement dated March 13, 2017 also included a $5.00 late fee for the bill that was due by February 6, 2017.   T-Mobile confirmed that Mr. [redacted] is being billed accurately for the services to which he subscribes and that he is receiving the appropriate billing credits for our 2016 Friends and Family 2 Lines On Us offer as well as our 2016 September Tablet On Us offer.  If Mr. [redacted] has a specific charge that he wishes to dispute, he may contact us at (800) 937-8997 or he may reach me on my number listed below.   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.   Ally Y[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 30, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that Mr. [redacted] canceled his account on September 23, 2017 when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 23rd of one month to the 22nd 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 account during their billing period. Accordingly, Mr. [redacted] was billed through October 22, 2017.
Our records show that Mr. [redacted]’s final billing statement was from September 23, 2017, through October 22, 2017, in the amount of $285.00 due November 15, 2017. This balance includes monthly access charges, taxes and applicable fees. In an effort to amicably resolve this matter, on December 4, 2017, T-Mobile credited $285.00 leaving the account with a zero balance. Mr. [redacted] has accepted out offer. Please be advised that the account remains closed with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

June 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 28, 2016, regarding the above-referenced account. T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channels. We are sorry to hear of Mr. [redacted]’s concerns regarding the iPhone 5 handset order and its associated Equipment Installment Plan (“EIP”). Our records confirm that on August 5, 2015, Mr. [redacted] took advantage of our EIP offering with the purchase of one Certified Pre-Owned iPhone 5s handset with IMEI number [redacted] under the mobile number ending in 8529 for the retail price of $291.84 via www.T-Mobile.com. Our records further confirm that on August 7, 2015, Mr. [redacted] reported the above mentioned handset defective and on August 7, 2015, a new equipment order was completed for an additional Certified Pre-Owned iPhone 5s handset. Regrettably, due to an inadvertent error, the returned defective Certified Pre-Owned iPhone 5s handset was not confirmed as returned to T-Mobile; therefore, the EIP associated to the handset remained active. We regret any inconvenience to Mr. [redacted]. Upon receipt of Mr. [redacted]’s correspondence from your office, T-Mobile reviewed the order of the Certified Pre-Owned iPhone 5s handset with IMEI number [redacted] and we found that on August 25, 2015, the handset was successfully returned to T-Mobile. As such, on May 30, 2016, a credit of $109.44 for all nine EIP monthly installments billed for the returned handset was issued to Mr. [redacted]’s account, leaving the account with a remaining balance of $97.33. 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. Aika A[redacted] Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 2017, regarding the above-referenced account. T-Mobile records reflect that the account holder of record is [redacted] and he has named [redacted] as an authorized user. T-Mobile is pleased to share that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets to hear of any issues that Mr. [redacted] experienced with our 2016 September iPhone 7 Trade Up. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers, such as Mr. [redacted], the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months. If a customer chose the iPhone 7 128 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
In order to qualify as an acceptable traded-in device, it was required that the handset be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements were not met the customer was not qualified for the promotion. Please also know that if a customer cancels their account prior to the end of the 24 month EIP agreement, the monthly credits will stop and the remaining amount due for the phone is posted to the final billing statement.
On September 9, 2016, Mr. [redacted] submitted an upgrade for the Apple iPhone 7 Plus Black 128GB model to take part in the offer, as he had traded in his iPhone 6 to be eligible to receive a total of $649.99 in credits; $165 in trade-in value in the form of a bill credit, and $484.99 through monthly bill credits over 24 months.
Due to the wrong label being provided to Mr. [redacted] for the device he sent in, the trade-in device was not associated with the new upgrade order, causing him not to receive the monthly credits. On April 8, 2017, T-Mobile closed the outstanding EIP balance of $510.00 for the iPhone 7 device as a result of locating the trade-in as the device was confirmed to be received at another facility.
In an effort to amicably resolve the matter, and upon speaking with Mr. [redacted] on April 18, 2017, T-Mobile offered to provide him an account credit of $110.00 consisting of the difference between the promotional offer, and the outstanding EIP balance, leaving Mr. [redacted] with a credit balance of $110.00 for his next statement to be billed on April 26, 2017. Mr. [redacted] accepted the offer and was satisfied with the resolution provided to consider it as resolved.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

Tell us why here... February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] 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 21, 2018, from Mr. [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated Mr. [redacted] as an authorized user of the account.  We have made attempts to contact Mr. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.  T-Mobile regrets any billing concerns Mr. [redacted] may have experienced.  T-Mobile records confirm that Mr. [redacted]’s billing cycle runs from the 27th of the month to the 26th of the following month, with payment due on the 19th.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.  Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.A review of the account confirms that Mr. [redacted]’s payment that was due on January 19, 2018, was not received on time.  T-Mobile provided Mr. [redacted] with text messages and a billing notification providing the payment due date.  As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls.  As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Mr. [redacted] made a payment and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.  It is T-Mobile position that the restoral fees assessed to Mr. [redacted]’s account in the amount of $140.00 are valid and as such, T-Mobile respectfully declines to waive the restoral fees.  It is important to note that Mr. [redacted] would have had access to his online account at T-Mobile.com as well as access to the T-Mobile app while the account was suspended.  Furthermore, during the time that Mr. [redacted]’s account was suspended, any outbound calls would have automatically routed to T-Mobile’s financial care team in an effort to bring Mr. [redacted]’s account current. T-Mobile records indicate that payment arrangements were made with Mr. [redacted] with regard to his outstanding balance.  Upon review, Mr. [redacted] account was restored from suspension as a courtesy when a payment arrangement was created in which he agreed to remit a payment of $59.26 on January 27, 2018, and a second payment of $237.04 on February 10, 2018.  Records indicate that Mr. [redacted] made a $59.26 payment on January 27, 2018.  Mr. [redacted]’s account remains active with a current balance of $833.17 that consist of monthly access charges dating back to billing statement December 27, 2017, restore from suspension fees, equipment charges, applicable taxes and fees.  Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account.  This means that the account may be suspended, cancelled or assigned to a third-party collection agency.  Provided that Mr. [redacted] remit the second payment of $237.04 by the agreed upon date, his account will not be suspended for non-payment.Should Mr. [redacted] require additional time to remit payment for the remaining balance, after the completion of the active payment arrangement, T-Mobile encourages him to contact our Financial Care department at 800-937-8997 to see what options may be available. 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.James H[redacted] Executive Response

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

in receipt of your correspondence dated October 20, 2016, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns that Ms. [redacted] has experienced regarding her final billing with T-Mobile. Please be advised that T-Mobile bills for services in advance, a billing system known as “bill current.” In addition, Ms. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month. Our records confirm that on June 12, 2016, Ms. [redacted] was sent a billing statement in the amount of $66.89, for service from June 11, 2016 to July 10, 2016, which was due by July 3, 2016. Please be advised that when payment was not received, the balance was added to Ms. [redacted]’s next billing statement as a past due balance. Thereafter, on July 1, 2016, Ms. [redacted] cancelled her account when she ported her mobile number to another service provider. As such, on July 12, 2016, Ms. [redacted]’s final billing statement was mailed to her address of record, in the amount of $0.01 for a tax adjustment from the previous billing statement, which was due by August 3, 2016. Including the past due balance, the total balance owed was $66.90. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. As such, Ms. [redacted]’s final balance of $66.90 was valid and owed. T-Mobile records confirm that Ms. [redacted] was contacted on multiple occasions regarding her past due balance, although we understand that Ms. [redacted] indicates that her mailing address of record was not accurate at that time. Please note that customers must contact T-Mobile to make us aware of any address changes. Please be advised that on October 3, 2016, due to continued non-payment of the account balance, Ms. [redacted]’s account was forwarded to third-party collections Diversified Consultants Inc. (“DCI”) with a balance of $66.90. At that time, and outside collections fee in the amount of $16.73 was added, bringing the account to a revised balance of $83.63, which was paid in full on October 12, 2016. Ms. [redacted]’s account is now closed with a zero balance. As a courtesy to Ms. [redacted], and although her account charges are valid and owed, as a gesture of goodwill, T-Mobile has agreed to provide Ms. [redacted] with a refund in the amount of $20.01, to be delivered to Ms. [redacted] within 7-10 business days. Ms. [redacted] accepted this offer as resolution in full to her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

February 23, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have encountered regarding her account. T-Mobile records confirm that on August 10, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two new Motorola Z2 devices. At the time of Ms. [redacted]’s purchase, she was asked to make a down payment of $30.00 for each device, pay the taxes on the full retail price of the devices, and she agreed to a series of 24-monthly installments of $30.00 per device. Please note a $101.00 trade-in credit was accepted by Ms. [redacted] for her HTC One, which was applied towards the down payment of her purchase.
With regards to the Carrier Freedom offer, there are several eligibility requirements for the above promotion. In order to qualify for the offer, customers, like Ms. [redacted], must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com. As indicated on the website, approval may take up to eight weeks from the date of submission to be received. Accordingly, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
Regretfully, T-Mobile records confirm that Ms. [redacted]’s Carrier Freedom submission was denied on September 14, 2017, as the EIP balance for her devices were less than 60 days old. As such, it is T-Mobile’s position that Ms. [redacted] does not meet the requirements for reimbursement. Nevertheless, in an effort to amicably resolve this matter, T-Mobile agreed to honor the full terms of the Carrier Freedom offer. As such on February 19, 2018, T-Mobile processed a refund in the amount of $762.24 for the remaining balance on the EIP for Ms. [redacted]’s devices. Please note the refund was sent via a prepaid MasterCard which may take up to ten business days to be delivered. T-Mobile regrets any inconvenience to Ms. [redacted] and is glad to confirm she accepted the refund 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.
Abigail P[redacted] Executive Response

February 8, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 30, 2018, regarding the above-referenced account. T-Mobile is pleased to note that we have resolved Mr. [redacted]’ concern to his satisfaction.
T-Mobile regrets any concern Mr. [redacted] experienced regarding his account and services. On August 6, 2008, Mr. [redacted] started services with T-Mobile by activating four lines. On August 7, 2008, a fifth line was added and on September 19, 2014, a sixth line was added. Our records indicate that on March 19, 2017, Mr. [redacted] added a seventh line, ending in 8813 to his account in an effort to process a new equipment agreement. Then, on April 21, 2017, an eighth line ending in 3671 was added for the same process. Please note that on August 4, 2017, the lines ending in 8813 and 3671 were canceled. Regretfully, T-Mobile does not have record of a request to have those lines canceled prior to August 4, 2017.
Mr. [redacted]’ billing cycle runs from the fifth of the month to the fourth of the following month, with payment due on the twenty-fifth. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.

T-Mobile records reflect that in 2017 Mr. [redacted] has had 11 payment arrangements offered to allow him to postpone payment to an agreed date. Of the 11 arrangements, nine were failed as Mr. [redacted] did not meet his promised commitment. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] would make a payment to restore his services, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.
Please be advised that Mr. [redacted]’ current rate plan is the T-Mobile ONE rate plan, billed at a cost of $130.00, including tax, monthly for the first two lines on the account and a cost of $25.00 per month for each additional line.
In Addition, Mr. [redacted]’ line ending in 9798 subscribes to the ONE Plus feature for $10.00, including tax, monthly; the line ending in 0901 subscribes to Premium Handset Protection at a cost of $10.00, including taxes, per month; the line ending in 4457 subscribes to our JUMP! 2.0 feature at a cost of $12.00, including taxes, per month; and the line ending in 5288 subscribes to our JUMP! feature at a cost of $12.00, including taxes, monthly.
The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period.
In addition to Mr. [redacted]’ standard monthly service costs, estimated at $264.00 including tax monthly, T-Mobile records indicate that Mr. [redacted] agreed to the following EIPs:
• March 11, 2016, agreed to an EIP for the mobile number ending in 5288 with the purchase of a Samsung Galaxy S7 edge with $ 300.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $20.00.
• August 19, 2016, agreed to an EIP for the mobile number ending in 0901 with the purchase of a Samsung Fast Charge Stand with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $2.92.
• August 19, 2016, agreed to an EIP for the mobile number ending in 0901 with the purchase of a Samsung galaxy Note 7 case with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.88.
• August 19, 2016, agreed to an EIP for the mobile number ending in 0901 with the purchase of a Samsung Galaxy Note 7 screen protector with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.05.
• October 1, 2016, agreed to an EIP for the mobile number ending in 9798 with the purchase of an Apple iPhone 7 with $99.99 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $27.09.
• October 1, 2016, agreed to an EIP for the mobile number ending in 1964 with the purchase of an Apple iPhone 7 screen protector with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.88.
• October 1, 2016, agreed to an EIP for the mobile number ending in 1964 with the purchase of an Apple iPhone 7 case with $0.00 down payment plus taxes for the full retail value of the accessory and 24 monthly installments of $1.67.
• November 9, 2016, agreed to an EIP for the mobile number ending in 5288 with the purchase of a Samsung Galaxy S7 with $0.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $28.75.
• March 19, 2017, agreed to an EIP for the mobile number ending in 0901 with the purchase of an Apple iPhone 7 Plus with $149.99 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $30.00.
• March 19, 2017, agreed to an EIP for the mobile number ending in 3671 with the purchase of an Apple iPhone 7 Plus screen protector with $0.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $1.05.
• March 19, 2017, agreed to an EIP for the mobile number ending in 3671 with the purchase of an Apple iPhone 7 Plus case with $0.00 down payment plus taxes for the full retail value of the handset and 24 monthly installments of $2.92.
Additionally, Mr. [redacted] agreed to a JUMP! On Demand lease for the use of a Samsung Galaxy S7 edge handset on November 12, 2016, with an agreement to pay $33.00 plus taxes monthly for 18 months to fulfil the lease term.
In Mr. [redacted]’ correspondence to your office, he indicates that he is not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. If necessary: Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted]’ area, T-Mobile shows that he should expect excellent coverage. It is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage.
Please note that Mr. [redacted]’ T-Mobile ONE rate plan includes unlimited domestic minutes. T-Mobile reviewed the billing statements from October 5, 2017, through February 4, 2018, and over the course of those four months, Mr. [redacted]’ lines used an average of 1,586 minutes with calls as long as 120 minutes, sent and received multiple text messages and used an average of 86 gigabytes of data monthly. As such, it is T-Mobile’s position that Mr. [redacted] lines are able to utilize the service.

If Mr. [redacted] continues to experience any difficulties with the service, we request that he provide to Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ recent contact with our Customer Care teams.
In an effort to amicably resolve Mr. [redacted]’ concerns, T-Mobile offered to waive his current balance of $757.63, revising his balance to zero. This offer is to negate the cost of Mr. [redacted]’ previous suspension fees. It was understood by Mr. [redacted] that no additional credits would be given for this concern and all suspension fees going forward would be valid. This offer was accepted by Mr. [redacted] as a resolution to his billing concern.
In regards to his coverage and connectivity concerns, T-Mobile assisted Mr. [redacted] with basic troubleshooting regarding his device memory as well as advised of troubleshooting with Customer Care if the issues persist. This was understood by Mr. [redacted] as a resolution to his coverage 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.
Juan C[redacted]
Executive Response

April 25, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]...

[redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 20, 2016 regarding the above-referenced account. 
We regret to hear that Mr. [redacted] has chosen to leave T-Mobile and that he has concerns with his final billing statement.
T-Mobile records indicate that on March 12, 2016, Mr. [redacted] cancelled his service with T-Mobile when he ported his mobile numbers to another carrier.  Please note that if a customer has an open Equipment Installment Plan (“EIP”) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. T-Mobile records further indicate that Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] and [redacted] on September 15, 2015 with the purchase of three Samsung Galaxy S5s.  As such, when the account was canceled the remaining EIP balance of $332.99 per device totaling $998.97 was accelerated and posted to the final billing statement dated April 10, 2016.  Additionally, this billing statement included monthly service charges through the date of cancellation totaling $192.37 making the total balance due $1191.34.
However, in an effort to amicably resolve the matter, on April 22, 2015, T-Mobile credited the final service charges to the account as a gesture of goodwill.  The account remains closed with a balance due of $998.97.  Furthermore, in speaking with Mr. [redacted] he indicated that he was anticipating reimbursement from his new carrier to cover the remaining balance due and based upon their expected timeframe, his T-Mobile account would become delinquent awaiting the reimbursement, thus as an additional courtesy to Mr. [redacted] we have placed a hold on the account until June 15, 2016 to avoid collection activity.  We regret any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
David T[redacted]
Executive Response

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

Complaint: [redacted]
I am rejecting this response because:  T Mobile can conveniently acquire a company and then not stand by their product.  Fortunately I was able to resolve this dispute without their help.  So you can drop the complaint, but I hope you have storage of records where you can store T-Mobiles complaints in case the future brings a class action against them.  Thanks to the Revdex.com for your help.
Sincerely,
[redacted]

June 19, 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 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction
T-Mobile regrets any concern that Mr. [redacted] has experienced in regards to his T-Mobile bill. Our records indicate that on May 11, 2017, Mr. [redacted] activated a new line of service ending in [redacted] and purchased an LG Aristo handset utilizing T-Mobile’s Equipment Installment Plan (“EIP”) option. Mr. [redacted] was required to make a down payment in the amount of $6.00 and agreed to a series of 24 monthly installments in the amount of $6.00. On May 11, 2017, Mr. [redacted] elected to trade in an LG Aristo 16GB handset in Silver with a trade in value of $28.00, which was completed at time of activation.

T-Mobile records also confirm that on May 11, 2017, Mr. [redacted] was set up on the T-Mobile ONE All In Promo rate plan for $110.00 per month for two lines of service, taxes included. Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. For instance, Mr. [redacted]’s billing cycle runs from the 15th of the month through the 14th. He received notice of his monthly recurring service and feature charges on or around the 17th of the month, and those charges were due on the 7th. A customer is assigned a billing cycle one to four days after activation. T-Mobile does not assess any rate plan or feature charges billed during this short time period before the customer is assigned a regular billing cycle. As Mr. [redacted] activated service on May 11, 2017, he subsequently received a billing statement dated May 15, 2017, for monthly recurring charges for service from May 15, 2017, through June 14, 2017, with a due date of June 7, 2017. On June 6, 2017, the two lines ending in [redacted] and [redacted] were ported to a new carrier.
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 contact with our Retail Store. T-Mobile regrets any inconvenience to Mr. [redacted].
In an effort to amicably resolve Mr. [redacted]’s concern, on June 7, 2017, T-Mobile applied a credit in the amount of $138.00 for the remaining EIP balance of the LG Aristo leaving a balance due of $110.00 by July 7, 2017.
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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

May 30, 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 17, 2017, regarding the above-referenced account. Please note that this appears to be concerns that were previously addressed under your file number [redacted].
T-Mobile regrets any continued concerns Ms. [redacted] has regarding her T-Mobile account. As detailed in our response to your file number [redacted], T-Mobile does not report information directly to any of the credit bureaus, however the third-party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
As Ms. [redacted]’ account carried an outstanding balance, on May 5, 2016, the account was referred to a third-party collection agency, and ultimately to Diversified Consultants, Inc., with a balance of $682.48.
On January 4, 2017, Ms. [redacted] made a payment in the amount of $682.48, reducing the T-Mobile account to a zero balance. Although the account has been updated to reflect a zero balance, Ms. [redacted] should expect for her credit report to be updated to reflect that her T-Mobile account was paid in full; however, the line item on her credit report will not be deleted. If Ms. [redacted] has additional concerns regarding the negative reporting on her credit report, T-Mobile recommends that she contact Diversified Consultants Inc. directly at 877-851-9631. 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

January 27, 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 January 17, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
 
We regret to hear that Ms. [redacted] remains unsatisfied with our response to your office. As previously indicated, Ms. [redacted] initially activated her account on September 20, 2013, and subsequently cancelled her account on October 3, 2013, when she transferred her number to another service provider. As such, Ms. [redacted]’s final billing statement totaled $936.48 which consisted of equipment charges, monthly access charges, applicable taxes and fees for the periods of September 20, 2013, which was the date of activation through, November 1, 2013, which was the close of the final billing cycle.
 
On October 19, 2013, a refund in the amount of $241.34 was issued to Ms. [redacted] for her equipment down payment which was accepted at the time of activation and was issued back to her original form of payment.  Furthermore, on February 3, 2014, T-Mobile adjusted the accelerated equipment charges accessed to the final billing statement, leaving the balance as $146.40, which Ms. [redacted] made the payment in full on November 3, 2016. This effectively removed the account from third party collections.
 
Although, it is T-Mobile’s position that the account was sent to collections accordingly, we have reevaluated Ms. [redacted]’s account and as a 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]’s credit report to reflect the change.  T-Mobile regrets any inconveniences caused 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.
 
Christina S[redacted]
Executive Response

October 31, 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 31, 2016 regarding the above-referenced account. 
 
We regret to hear that Mr. [redacted] has concerns regarding our LG Tablet On Us Bundle Offer.  From November 11, 2015 through December 3, 2015, eligible customers were able to receive an LG G Pad 8.0 on us by signing up for a 1 GB or higher Mobile Internet plan and purchasing an LG G4 or an LG V10 on our JUMP! On Demand (“JOD”) lease program.  Customers were responsible for any applicable down payments and taxes at the time of purchase and agreed to a twenty-four month Equipment Installment Plan (“EIP”) on the tablet at a cost of $9.99 monthly.  As long as customers remained in an eligible Mobile Internet plan, they would receive a $9.99 monthly bill credit to cover the EIP charge.  If customers cancel or downgrade their service, they are disqualified from the offer and the EIP credit would stop.  As always, T-Mobile recommends the purchase of optional insurance products for all equipment so that it may be replaced in the event of loss or theft.
 
T-Mobile records reflect that on November 27, 2015 that Mr. [redacted] qualified for and took advantage of the above-referenced LG Tablet On Us Bundle Offer with the lease of his LG G4 handset.  Thus should Mr. [redacted] cancel the Mobile Internet Plan prior to the end of the twenty-four month EIP agreement, the monthly bill credit would no longer apply.
 
However, as Mr. [redacted] is a valued and tenured customer with T-Mobile, in an effort to amicably resolve the matter, on October 31, 2016 we have cancelled the Mobile Internet number ending in [redacted] as he has requested.  Additionally, we have closed and credited the associated EIP as well.  Mr. [redacted] will not be billed again for the Mobile Internet plan or the tablet.  We regret any inconvenience Mr. [redacted] may have experienced as a result of this matter.
 
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location when he agreed to the terms of the 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.
 
David T[redacted]
Executive Response