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.
I want to thank Mr B[redacted] for resolving this issue sending  me a refund gift card.
Have a Blessed Life.Sincerely, [redacted]

July 28, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 17, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate that [redacted] is the account holder of record, and that they have designated [redacted] as an authorized user on the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his equipment returns and appreciates the opportunity to respond to his 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.   T-Mobile records indicate that on March 23, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPad Pro 128GB tablet and two Samsung Galaxy S6 Edge 32GB handsets. Additionally, Mr. [redacted] purchased a Samsung Galaxy S7 32GB handset on May 23, 2016.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.    As Mr. [redacted] mentioned in his correspondence to your office on July 17, 2017, he has contacted Customer Care on numerous occasions with concerns about his monthly billing and the return of the devices purchased in March and May of 2016.  Unfortunately, T-Mobile is not in receipt of the equipment and the devices have never been scanned into our warehouse.  Upon speaking with Mr. [redacted] he was able to provide tracking information and the devices have shown no usage from when Mr. [redacted] first contacted T-Mobile with his concerns.   In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to absolve Mr. [redacted] of any remaining balance associated with the devices.  As an additional gesture of goodwill, on July 26, 2017, T-Mobile agreed to reimburse Mr. [redacted] for the total amount that he has remitted since purchasing the equipment totaling $2,035.10 and will be applied to the billing statement that closes on August 14, 2017.  The one-time bill credit will leave a credit balance on Mr. [redacted]s account of $818.13 after being applied to Mr. [redacted]’s current balance of $1,216.97.  T-Mobile has also applied a collection hold on Mr. [redacted]’s account until August 31, 2017, to allow adequate time for the bill to reflect the changes. 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.   Andrew S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and while I disagree with the statements made by T-Mobile, I find that their resolution is satisfactory to me. This entire ordeal could have been avoided had T-Mobile simply responded to our serious concerns about the Samsung Gravity TXT. It had defective TECHNOLOGY.  Then after finally providing us with refurbished Samsung Smiley phones, which we were pleased with, they could have further avoided any complications had they simply replaced MY Samsung Smiley phone when it died within the warranty period. I REQUESTED that they take the Smiley phone and once again refurbish it, but T-Mobile refused and demanded that I take back the Samsung Gravity TXT which had the defective TECHNOLOGY.
They claim they want to please their customers especially those who have valid complaints. But I found T-Mobile totally non-responsive and dictatorial. Yes, there was confusion but it was confusion created by T-Mobile when they repeatedly ignored my valid complaints.  And since I paid the bill for the month when the phone was terminated, I disagree that they are entitled to an EARLY TERMINATION FEE. I agreed to pay for 24 months of service. They are now claiming I agreed to keep my account active for the full 24 months? I don't see where that is written into their contract.
I am glad this matter is resolved. I suggest that T-Mobile revisit their policy regarding customer satisfaction and how they should go about providing quality customer service.
Sincerely, [redacted]

May 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 8, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience this matter may have cause Mr. [redacted]. In Mr. [redacted]’ letter to your office, he outlined concerns about his account billing. T-Mobile records confirm that Mr. [redacted] has five active lines on our T-Mobile One tax inclusive price plan. As such, Mr. [redacted] can expect to be billed $130.00 for the first two lines, and $25.00 for the additional three add-a-lines for a total of $205.00 before any discounts.
Please note that Mr. [redacted]’ account was enrolled in AutoPay on November 30, 2016. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. As Mr. [redacted] authorized AutoPay, he qualifies for a monthly AutoPay bill credit. The AutoPay bill credit provides a $5.00 discount per line, on up to 8 lines, for customers on eligible plans with AutoPay active. Therefore, Mr. [redacted]’ monthly billing statement will reflect charges in the amount of $180.00 before any other discounts have been applied.
Mr. [redacted] also outlined concerns regarding our recent Magenta Port In promotion. From November, 24, 2016, through December 24, 2016, customers can get a $10 bill credit for 20 months per line when they bring their phone number to T-Mobile, trade-in their device and purchase a phone or tablet on EIP with T-Mobile ONE or a qualifying Simple Choice Unlimited plan. T-Mobile records confirm that Mr. [redacted] is in fact receiving the above mentioned credit to his account in the amount of $20.00 per month. As such Mr. [redacted] can expect his monthly billing statement to reflect charges of $160.00 before any other discount are applied.
With regards to T-Mobile’s Kickback promotion, starting January 22, 2017, eligible new and existing postpaid customers enrolled in Kickback can receive up to $10.00 back per line when they use 2 GB of data or less in a billing period. T-Mobile records confirm that Mr. [redacted]’ mobile numbers ending in [redacted] and [redacted] did not qualify for the above mentioned Kickback promotion as they used more that 2GB of data. Mr. [redacted]’ mobile numbers ending in [redacted], [redacted], and [redacted] did not use more than 2GB of data. As such a $30.00 credit was placed on Mr. [redacted] account.
It is T-Mobile position that Mr. [redacted]’ account billing is accurate and valid. Mr. [redacted] account remains in good standing with a current balance of $120.00. Should Mr. [redacted] have any further questions or concerns, T-Mobile request that he contact T-Mobile directly at the 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.
James H[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.

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 Holder: [redacted] 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 23, 2015, regarding the above-referenced account. T-Mobile takes customer account security very seriously; please be advised that upon verification of the account, it was determine that Ms. [redacted] and Ms. [redacted] are the same person. T-Mobile is pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile regrets any inconvenience to Ms. [redacted]’s mobile internet mobile number while traveling and billing during her tenure as a customer. We are always working to improve service and while we cannot guarantee data speeds or coverage which may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. T-Mobile records confirm that on September 23, 2014, Ms. [redacted] activated a Mobile Broadband internet line ending in [redacted], which is currently active. Ms. [redacted] is subscribed to our Simple Choice Match Your Data rate plan for $10.00 per month. This rate plan provides unlimited data with 4G speeds up to 1GB. If a customer no longer intends to keep a Voice line, the 4G data speeds available will be 1GB. At the time of activation of Ms. [redacted]’s Mobile Broadband mobile number, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Hotspot LTE. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Ms. [redacted]’s personal credit history at the time of her purchase, Ms. [redacted] was not required to make a down payment; however she agreed to a series of 24 monthly installments in the amount of $7.00. As of August 26, 2015, Ms. [redacted]’s remaining EIP balance is $91.00. However, in an effort to amicably resolve this matter, on August 26, 2015, upon speaking with Ms. [redacted], she accepted the option to return the equipment to my attention in like-new condition and T-Mobile agrees to remove the monthly charges and final EIP balance. The equipment can be mailed to me at the following address: T-Mobile USA, Inc. Attn: Leah T[redacted] c/o Executive Response P.O. Box [redacted] Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Ms. [redacted] please include her account information within the box to ensure proper credit. If the equipment has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the EIP balance will then be considered valid. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than September 26, 2015. Should Ms. [redacted] fail to meet this date the offer shall be considered void and charges will be considered valid. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]. Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

February 7, 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 January 28, 2017, regarding the above-referenced account.
T-Mobile regrets any continued inconvenience that Ms. [redacted] may have experienced in regards to her T-Mobile account.
It is important to note that T-Mobile records calls randomly for quality and compliance purposes only. As such, the phone call(s) that have occurred between Ms. [redacted] and T-Mobile will not be listened to in order for T-Mobile to determine what transpired between Ms. [redacted] and T-Mobile’s Customer Care department.
T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contacts with T-Mobile.
As T-Mobile advised Mr. Ms. [redacted] in our previous correspondence to your office, T-Mobile records indicate Ms. [redacted]’ account has been on our $120.00 Simple Choice North America Unlimited Talk, Text and 10GB with 4 Lines rate plan since July 3, 2015. There is a $20.00 additional line fee for the fifth line of service, $12.00 per line of service for Premium Handset Protection, and $4.99 for our Family Allowances feature for a total of $204.99 per month plus applicable taxes and fees.
Furthermore, as T-Mobile advised Ms. [redacted] in our previous correspondence to your office, our records reflect that Ms. [redacted] accepted an Extended Payment Schedule on July 27, 2016, for a balance of $576.92 to be billed in monthly installments of $72.11 for the next eight billing statements. The balance at that time was reduced to zero due to this arrangement.
As T-Mobile advised in our previous correspondence to your office, it remains T-Mobile’s position that the out-of-warranty fees that Ms. [redacted] was previously billed for were validly assessed to the account.
T-Mobile records indicate that on December 22, 2015, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the leasing option of the following handsets:
• An Apple iPhone 6S handset for use on the mobile number ending in [redacted],
• A Samsung Galaxy Note 5 handset for use on the mobile number ending in [redacted], and
• A Samsung Galaxy Note 5 handset for use on the mobile number ending in [redacted].
JOD is a leasing option that allows eligible customers to purchase handsets with a zero down payment option and by agreeing to pay a partial balance of the device in 18 installments. Should the customer choose to retain the device at the end of the 18 months they are provided with a lease purchase option price to own the device. It is important to note that should the account be cancelled before the end of the 18 month lease the remaining lease amount and the purchase option price will accelerate and becomes due in full on the final billing statement.
Please be advised that at the time of Ms. [redacted]’ purchases, she was not required to make a down payment and rather she agreed to pay 18 monthly installments in the amount of $25.00 plus tax on each Samsung Galaxy Note 5 handset. Additionally, Ms. [redacted] was not required to make a down payment on the Apple iPhone 6S handset and rather she agreed to pay 18 monthly installments in the amount of $27.00 plus tax. Ms. [redacted] then also agreed to pay a final purchase option price in the amount of $149.99 on each Samsung Galaxy Note 5 handset and a final purchase option price in the amount of $163.99 on the Apple iPhone 6S handset.
T-Mobile records further indicate that on December 22, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Beats by Dre Pill Plus Speaker and a screen protector and case for her Samsung Galaxy Note 5 handset. EIP is a payment option that allows eligible customers to purchase handsets and accessories by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Based on Ms. [redacted]’s personal credit history at the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $12.51.
Please note that all of Ms. [redacted]’s financed equipment that is mentioned above totals an additional $89.24 per month before applicable taxes. As such, Ms. [redacted] should expect to receive an estimated monthly billing statement in the amount of $366.34 per month before applicable taxes and fees. This amount consists of her rate plan and optional features, her financed equipment, and her Extended Payment Schedule payments. However, this amount does not include applicable taxes and fees. It is T-Mobile’s position that Ms. [redacted] is being billed accurately and we respectfully decline to apply any additional compensation to the account 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 1-877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Tiffany C[redacted] Executive Response

May 9, 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 29, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets any continued concerns Mr. [redacted] has experienced in regards to our iPhone 7 trade up offer. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers 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. Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $250.00. 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.
T-Mobile records indicate that on September 9, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Plus 128 GB. Please note that our warehouse received an Apple iPhone 6 Plus as the trade-in device and the monthly bill credit is $14.79. However, due to an inadvertent error the account is only receiving a monthly credit of $10.30.
In an effort to resolve this matter, on May 5, 2017, T-Mobile applied a one-time credit of $107.76 to the EIP balance for the difference in the monthly credit that Mr. [redacted] is currently receiving. Please be advised that as of the date of this letter the remaining EIP balance for the Apple iPhone 7 Plus 128 GB is $402.24.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted] Executive Response

September 1, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 22, 2017, regarding the above-referenced account.    Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed that Ms. [redacted] is not an authorized user on the account which is associated with the mobile number she provided associated with the closed account and as such, we are only able to provide general information regarding processes to concerns mentioned in correspondence to your office.       T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted] and appreciates the opportunity to respond 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.   T-Mobile regrets any confusion regarding the Change of Responsibility (“COR”) for the above referenced account.  Please be advised that a COR is a change in billing responsibility from one person or business to another person or business.  Please note that posted billed charges cannot be moved from one account to another upon completion of a COR.  Additionally, Equipment Installment Plan (“EIP”) balance transfers can only occur within 60 days of the EIP lines having been moved to other accounts.  If an account has an EIP balance and the account is cancelled, the EIP balance will be charged in full on the final bill.   T-Mobile offer a variety of payment arrangements to aid our customers, 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. 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 844-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Melyssa G[redacted] Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [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 March 21, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. **’s concerns to his satisfaction.
T-Mobile regrets any inconvenience to Mr. ** regarding his account. T-Mobile records confirm that on January 4, 2012, Mr. ** participated in T-Mobile’s now grandfathered Corporate Discount Program. Please note T-Mobile paired with large corporations to offer corporate and government discounts to their employees who sign up for T-Mobile service. Although the program is now grandfathered, any customers who had an existing discount were able to continue receiving that discount as long as the requirements were met.
One of the requirements was that customers must be subscribed to an eligible rate plan. Additionally, customers will be asked periodically to re-verify their eligibility for the program. Upon receiving notification, customers will have 30 days to visit www.t-mobile.com/verify and validate either with a work email address or by uploading their pay stub. Our records indicate that Mr. ** does not meet all of the re-verification requirements and therefore is not eligible for the corporate discount.
T-Mobile records indicate that on June 10, 2016, Mr. ** subscribed to the Simple Choice Family plan which gave the fourth line free and was a non-qualifying rate plan. Therefore, T-Mobile removed the corporate discount.
Furthermore, in an effort to amicably resolve this matter, T-Mobile agreed to change Mr. **’s rate plan back to the grandfathered Simple Choice Family Match Voice plan, which for $100.00 per month, provides the first two lines with unlimited talk, text and 6GB’s of data. Please note that all additional lines added after the first two are billed at $20.00 each per month.
In addition, on March 31, 2017, Mr. **’s account was put back on the Corporate Discount Program and he will start to receive a 15% monthly discount within the next two billing cycles. Additionally, Mr. **’s account was given a credit of $162.00 for previous missing monthly discounts. This credit left Mr. **’s account with a credit balance of $162.00.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:Mr. H[redacted] response is not truthful.  Mr. H[redacted] did speak with me on 9/15/17 and he said I never signed up for T-Mobile One.  See invoice where I signed up for T-Mobile one on 3/2/17 order #1165547763.  I tried to have the SIM Card T-Mobile sent to me on 3/2/17 activated  and  yet no representative would activate the SIM card as they could not find my order.  I called over 10 times to have the extra line activated but to no avail.  Finally, I went into the Bayfair Store and they still would not activate my line.  Finally, I complained to the FCC and Revdex.com.  Mr. H[redacted] states that my line ending in [redacted] will be credit as a new line.  It is an old line that I have had for over 2  years.  When I ordered the new line I order a Texas Area Code which would have been a 6th line free.    I am not in agreement to credit a line I have been paying for  years.  I want the telephone line I was promised.  If you look at the invoice above it shows I changed to TMobile 1 on 3/2/17....yet T Mobile has not confirmed that I have been upgraded to T Mobile One. Mr. H[redacted]'s letters states I have 5 voice lines plus including my free line ending- in [redacted].  [redacted] is a paid line.  I have the following lines that have always been activated prior to 3/2/17 and they are 1) [redacted], 2) [redacted], 3) [redacted]  4) [redacted]  and 5) [redacted] and a wifi band that I am paying for.  Adding a line with their promotion would have been a 6th line free for the agreed upon price of $160.00 per month.    Additionally, I did provide the sales person with my bankcard for the billing of this upgrade.  Mr. H[redacted] states auto pay would provide a $25.00 credit.  Yet the plan I signed up for says auto pay would provide a $45.00 credit, thus a $20.00 difference.   It should be noted that the sign up date for T Mobile one was 3/2/17 not August 18, 2017.The text of Mr. H[redacted] letter seems to be a one way conversation with himself because Mr. H[redacted] has not asked me if I am in agreement to him crediting a line I already pay for.  As he told me on 8/15/17 he is merely answering my complaints to not get fined by the FCC and others.  I would like what I ordered for the price I was quoted....nothing more....nothing less.Please do not close this complaint.  I need a representative at T-Mobile to work amicably with me.  But this way of writing untruths behind my back is not working.  
Sincerely,
[redacted]

July 7, 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] [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 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and [redacted]., and they have designated [redacted] as an authorized user of the account.
T-Mobile regrets the concerns that Mr. [redacted] experienced with his account and we are pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. Our records reflect that Mr. [redacted] activated his service on November 1, 2014, and attempted to take advantage of the following promotion:
• Refer-A-Friend program
Starting January 1, 2017, the T-Mobile Refer-a-Friend program allows existing customers to receive $50.00 for referring friends and family to open a new postpaid account with T-Mobile. As can be expected, there are several eligibility requirements for each of the above promotion; some of these requirements were met and others were not. Our records reflect that Mr. [redacted] did not meet all of the requirements for Refer-A-Friend program as the submission was not placed to receive the $50.00 credit.
Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns, upon speaking with him on June 25, 2017, T-Mobile applied a onetime courtesy credit in the amount of $550.00, equivalent to 11 referrals at $50.00 per referral. The credit resulted in an account balance of $78.63 due on July 20, 2017. 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.
Sharon B[redacted]
Executive Response

August 14, 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 August 7, 2015, regarding the above-referenced account. T-Mobile is pleased to report that we have successfully contacted Mr. [redacted] and resolved the matter to his satisfaction. 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] recent contact with our Customer Care. Our records confirm that on July 24, 2015, Mr. [redacted] elected to change his service to the promotional Simple Choice North America (NA) Unlimited Talk, Text and Ten Gigabytes of 4G LTE Data family plan for $120.00 per month. It’s important note that the Simple Choice NA Family Plan includes the addition of the Mobile without Borders feature, at no additional cost. Launched on July 15, 2015, Mobile without Borders extends the "home coverage area" of plans with Simple Global to include Mexico and Canada. With it, customers can make and receive calls on their device in Mexico and Canada just like they do in the US with no additional cost. Additionally, customers are able to utilize high-speed internet while roaming in both countries as per the network capabilities and plan allotment. On August 3, 2015, the aforementioned changes to Mr. [redacted] rate plan were reversed and the rate plan was changed to the Simple Choice Unlimited Talk, Text and 2.5 Gigabytes of 4G LTE Data family plan for $100.00 per month. Thereafter, on August 6, 2015, Mr. [redacted] contacted Customer Care, at which time the Mobile without Borders feature for $10.00 was added to the account. In an effort to resolve this matter, our records confirm that a credit of $10.00 is to be applied to each of Mr. [redacted] billing statements for the billing periods of August 27, 2015 to September 26, 2015 and September 27, 2015 to October 26, 2015, in order to offset the increased cost of the aforementioned feature following the changes made to his account. Additionally, as a means of amicable resolution and as a goodwill gesture, T-Mobile has applied a courtesy credit of $240.00 to Mr. [redacted] account, which is equivalent to the $10.00 Mobile without Borders feature paid over 24 months. Mr. [redacted] account remains active with a credit balance in the amount of $267.80. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Emilio S[redacted] Executive Response

January 26, 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 January 17, 2017, regarding the above-referenced account. T-Mobile records confirm that [redacted] is designated as an authorized user of [redacted]’s account. T-Mobile is delighted to have resolved this matter to [redacted]’s satisfaction. T-Mobile regrets any inconvenience that Ms. [redacted] experienced while attempting to take advantage of our Black Friday Samsung Galaxy S7 and S7 Edge promotion. During the dates of November 24, 2016 to November 27, 2016, customers on a qualifying rate plan who purchase a Samsung S7 or S7 Edge on an Equipment Installment Plan (“EIP”) could trade-in a qualifying fully owned handset to receive a Samsung S7 or S7 Edge at a discount rate, or at no cost, depending on the trade-in handset. Please be advised that this promotion is fulfilled via a promotional bill credit issued each month for the 24 months of the EIP financing agreement. Our records confirm that on November 26, 2016, Ms. [redacted] purchased a Samsung S7 handset on EIP, with the total cost of $689.99 to be paid with 24 monthly EIP payments of $28.75 per month. In addition, Ms. [redacted] traded-in a Samsung Note 4 handset to T-Mobile. As Ms. [redacted] mentions in her correspondence to your office, customers who traded-in a fully owned Samsung Note 4 handset and met all other requirements for the promotion, were eligible to receive the Samsung S7 handset for $100.00, after 24 monthly promotional credits totaling $589.99. Regrettably, as Ms. [redacted] was not on a qualifying rate plan, Ms. [redacted] was not eligible to participate in the promotion. As Ms. [redacted] mentioned, customers who are not eligible for participation in a promotion, but purchased a qualifying handset during the promotional period, are notified via text message and given the opportunity to switch to a qualifying rate plan in order to take advantage of the promotion. Upon speaking with Ms. [redacted] regarding this matter, she indicated she was not properly advised that she would need to change her rate plan in order to qualify for the promotion. We sincerely regret any misinformation regarding Ms. [redacted]’s eligibility for this promotion. As a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, T-Mobile issued credits totaling $565.94 to Ms. [redacted]’s outstanding EIP balance owed for her Samsung S7 handset, and in combination with previously issued credits for this matter, the resulting revised balance owed for Ms. [redacted]’s Samsung S7 handset is $96.55. 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 retail location or 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

Complaint: [redacted]
I am rejecting this response because:  tmobile was the cause of numerous suspensions on my account. I've contacted Tmobile on several occasions where I was charged a suspension fee and the representative confirmed  that it was due to T-Mobile is error.  There were occasions where I was the cause of my suspension but for the past year or so I've been continuously and consecutively charged suspension fees for every month.  I contacted Tmobile to have my line  canceled on March 29 due to the fact that my service was so horrible. For lines on my account continuously have dropped calls that see no service and I have never received any compensation from Tmobile for this issue. I pay them nearly  $400 every month and have such horrible service. Tmobile rep I spoke to on March 29 confirmed that my line would be canceled on 9 April but my online was canceled on 3 April without my consent.  I believe that I should receive some form of credit or compensation for my horrible service as well as for the continuously charged suspension fees that were caused due to Tmobile's error. I am not willing to make a payment on the balance that is now due on my account until I receive better service.
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]

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, when everything promise is credited to my account. I still need to talk to her, in reference to my wife phone, that is malfunctioning again and battery running out without using it that much and that it turns off and on, when better yet is critically  low, instead of turning off and does not allow you to turn it off. I had been trying to get a hold of her through T-mobile and have not got a hold of her. Did not see this response to BBC until today, so now I have her #.Sincerely, [redacted]

September 12, 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 September 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile’s goal is to provide exceptional service for all of our customers. We regret any concerns Mr. [redacted] experienced regarding T-Mobile’s Carrier Freedom offering and the account billing charges. We further regret Mr. [redacted]’ concerns after speaking with our office and regarding the delay on the Carrier Freedom reimbursement.
With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid refund card when they switch to T-Mobile and trade in their devices. Naturally, several requirements must be met in order to be approved for this offer.
T-Mobile records confirm that on July 6, 2017, the account was activated. However, no Equipment Installment Plan (“EIP”) program was initiated at the time of activation; instead, Mr. [redacted] purchased and paid full retail cost for two iPhone 7 32 gigabytes (“GB”) devices, one iPhone 7 128GB handset, and one iPhone 7 Plus 32GB handset. Additionally, our records indicate that at the time, Mr. [redacted] traded-in one [redacted] branded Apple iPhone 7 Plus handset 32 GB for a trade-in value of $343.00 and one [redacted] branded Samsung Galaxy S7 Edge 32GB handset for a trade-in value of $177.00. Please note that the total trade-in value of $520.00 was used towards Ms. [redacted]’s new equipment purchase mentioned above.
T-Mobile reviewed the Carrier Freedom submission and confirmed two payouts of $635.99 and $692.98 were mailed to the billing responsible party, [redacted], via a prepaid card on August 16, 2017. Upon speaking with Mr. [redacted] on August 24, 2017, a onetime courtesy credit of $80.00 was issued to the account to reimburse any late fees billed by [redacted].
Regrettably, at the time that we spoke with Mr. [redacted] on August 24, 2017, and his mother on August 31, 2017, we were not aware of a delivery delay in place on prepaid refunds. Upon receipt of Mr. [redacted] correspondence from your office dated September 6, 2017, our office contacted the billing responsible party, [redacted], who confirmed at this time that both prepaid card were successfully shipped on August 5, 2017. T-Mobile regrets any inconvenience to Mr. [redacted] and Ms. [redacted] regarding the reimbursement timeframe.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this m[redacted]er to our [redacted]ention. 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 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] in regards to not receiving the free line of service promotion.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain [redacted] T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as Ms. [redacted]’s account keeps the voice lines active then she is eligible for the free promotion.
T-Mobile records reflect that on November 21, 2016, Ms. [redacted] added a line of service with mobile number ending in [redacted] in an attempt to take advantage of the promotion mentioned above. Regretfully, it does appear that Ms. [redacted]’s account is not receiving the monthly credit for the $20.00 add a line feature for mobile number ending in [redacted]. However, on April 11, 2017 the matter was corrected and Ms. [redacted] will to receive her promotional credits going forward.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jimmie P[redacted]
Executive Response

Revdex.com:
I spoke with Ms Sanchez today and will get the information that I faxed over to her via e-mail, as stated there was only one charge disputed any returned to me for 5/19, any of the other charges that were rejected by Master Card were never refunded back to my card provider nor they have contacted me. We are working to get this resolved. 
Sincerely, [redacted]