T-Mobile Usa Inc

June 13, 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 31, 2017 regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his billing and payment arrangements on his account. On February 20, 2017, Mr. [redacted]’ account was activated with four mobile lines of service subscribed to our T-Mobile One 4 Line rate plan with taxes and fees included, for a monthly recurring charge (“MRC”) of $180.00. Mr. [redacted]’ billing cycle goes from the 29th of each month to the 28th of the following month. In addition, Mr. [redacted] added a fifth line of service ending in 3999 for an additional amount of $25.00 per month.

On March 1, 2017, Mr. [redacted]’ first bill generated reflecting a balance in the amount of $205.00 due by March 21, 2017, for services from March 1, 2017, through March 28, 2017. On March 2, 2017, Mr. [redacted] requested for Autopay to draft from his account on the fourth of every month. In order to meet this request, a bill cycle date change was applied to the account. This moved the bill cycle dates to the 14th of the month to the 13th of the following month.
Please note that on March 4, 2017, T-Mobile processed a $20.00 goodwill credit toward Mr. [redacted]’ account reducing the balance to $185.00. Additionally, T-Mobile received a payment for Mr. [redacted] account for $100.00. On March 5, 2017 there was another payment of $85.01 made toward the account leaving a credit balance in the amount of $0.01.

It is important to note, when performing a bill cycle date change, prorated charges are expected due to the offset of billed days on the monthly bill. In Mr. [redacted]’ case, his following billing statement was assessed prorated charges from March 29, 2017, through April 13, 2017, in the amount of $103.95. Additionally, Mr. [redacted] was charged his normal MRC of $205.00, Android Marketplace charges of $12.96, and a late payment fee of $5.00, for a total balance of $326.90 due by May 6, 2017.
T-Mobile applied goodwill adjustments to the balance in the amount of $8.90, reducing Mr. [redacted]’ balance to $318.00 due on May 6, 2017. Please be advised that on May 12, 2017, Mr. [redacted]’ line ending in 3441 was canceled reducing his MRC by $25.00 monthly and was provided a prorated credit of $0.83 for services from the date of cancelation through the end of the cycle leaving a balance due of $317.17.

On May 16, 2017, a bill generated reflecting as past due balance of $317.17 for services through May 13, 2017, and new charges in the amount of $195.84 for services from May 14, 2017, through June 13, 2017, reflecting a balance due of $513.01 which T-Mobile confirms is valid and owed.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan C[redacted]
Executive Response

August 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience this matter may have caused Ms. [redacted] and we appreciate the opportunity to address her concerns. T-Mobile records confirm that as of February 7, 2017, Ms. [redacted] is subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan, which for $130.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month. Please note that the T-Mobile ONE plan includes taxes and is eligible for an AutoPay discount of $5.00 per line per month as long as AutoPay remains active. AutoPay is a free feature that Ms. [redacted] is taking advantage of which not only provides her the $5.00 discount per line but also automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.
During this time T-Mobile had an amazing promotion with the T-Mobile ONE plan that offered postpaid customers the benefit of having four lines for a total of $160.00 leaving each line at $40.00 a piece per month. T-Mobile regrets any sort of confusion in regards to this as Ms. [redacted] was under the impression that her three lines of service would be $40.00 per line for a total of $120.00. This explains the $20.00 difference Ms. [redacted] describes.
In a conversation with Ms. [redacted] on August 4, 2017, T-Mobile has explained the difference in plans depending on the total amount of lines and has offered to compensate Ms. [redacted] by providing her a total credit of $240.00 which would cover the $20.00 difference for 12 months. Ms. [redacted] has agreed to this as a resolution. Please note that this credit has left Ms. [redacted]’s account with a credit balance of $240.00.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Ms. [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.
Thania R[redacted] Executive Response

December 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] with regards to his T-Mobile payment. Our records indicate that on November 27, 2016, Mr. [redacted] agreed to a two-part payment arrangement which consisted of a direct debit from his bank account for the dates of December 11, 2016, in the amount of $22.51 and December 25, 2016, in the amount of $90.05. It is important to note that when a payment arrangement is agreed to, the date of the payment arrangement cannot be changed but the payment option associated with the payment arrangement can be removed prior to the arrangement date if requested by the customer. On December 8, 2016, Mr. [redacted] remitted a cash payment in the amount of $22.51 at a T-Mobile retail store to replace his December 11, 2016, payment arrangement but as he did not request to have his credit card removed from this arrangement, therefore, the payment was debited from his bank account on the payment arrangement date. T-Mobile regrets any inconvenience to Mr. [redacted]. On December 20, 2016, in an effort to amicably resolve this matter, T-Mobile issued two separate refunds to Mr. [redacted]’s original form of payment totaling the amount $61.98 which he will receive within three business days. 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. Cesar R[redacted] Executive Response

April 17, 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 11, 2017, regarding the above-referenced account. T-Mobile regrets any concern Mr. [redacted] may have encountered with his replacement(s) 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. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ visits with our retail location.
T-Mobile records confirm that on March 13, 2017, Mr. [redacted] contacted Assurant Solutions (“Assurant”), to file an insurance claim and replace his misplaced Apple iPhone 6. Please note that Assurant is a third party insurance agent that provides Premium Handset Protection (PHP”) provider on behalf of T-Mobile.. At the time of the claim Mr. [redacted] was required to pay a deductible in the amount of $175.00.
It is important to note that Assurant may provide a functionally equivalent reconditioned, refurbished and/or pre-owned device for replacement. T-Mobile records confirm that Mr. [redacted]’ Apple iPhone 6 replacement handset that he received from Assurant was a non-working device. As such, he participated in T-Mobile’s Handset Exchange program in which he received an alternate replacement of the same model device. Please note that customers are also welcome to contact the manufacture directly for post warranty exchanges.
Regrettably, the replacements were also non-working and on April 14, 2017, Mr. [redacted] elected to JUMP! his handset to the Apple iPhone 7 Plus on T-Mobile’s Equipment Installment Plan (“EIP”) option. Mr. [redacted] paid a down payment of $149.99 and agreed to 24 monthly installments in the amount of $30.00 for his new device. Additionally, Mr. [redacted] was absolved of the remaining balance for his iPhone 6.
Please be advised that from March 16, 2017, through April 4, 2017, T-Mobile Customer Care provided the following credits to compensate Mr. [redacted] for his deductible of $175.00:
• $50.00 on March 16, 2017
• $87.50 on March 20, 2017
• $38.00 on March 23, 2017
• $30.00 on April 4, 2017
As Mr. [redacted] received credits totaling $205.50 it is T-Mobile’s position that he has been over compensated for his troubles as the deductible was a valid fee assessed by Assurant. T-Mobile respectfully declines Mr. [redacted]’ request for further compensation.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted] Executive Response

May 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 April 22, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile records indicate that on September 23, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Plus 64GB handset in space gray. 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. Accordingly, due to the memory variant, Ms. [redacted] was asked to make a down payment in the amount of $99.99 and agree to a series of 24 monthly installments in the amount of $30.00. T-Mobile records confirm that on September 23, 2015, Ms. [redacted] elected to participate in our deferred trade-in program. The EIP with trade-in option is available for qualified customers who have an open EIP balance and wish to make a qualifying equipment purchase. Eligible customers looking to use EIP may take their current handset to a participating retail store and choose to turn it in for a credit that is then applied towards the remaining open EIP balance. It is important to note that customers who chose to do a deferred trade in are provided with a pre-paid USPS mailing label in which to return the device. Upon the purchase of Ms. [redacted]’s new device she accepted the offer for a one-time trade- in credit in the amount of $331.00 to be applied to her above referenced account when her current Apple iPhone 6 Plus 16GB handset in silver with IMEI [redacted] is received in good working condition. T-Mobile records confirm that on October 18, 2015, the handset was received at the Assurant warehouse. Unfortunately, due to an inadvertent error at the time of trade in, the credit in the amount of $331.00 was not applied to Ms. [redacted]’s account. However, upon speaking with Ms. [redacted] on April 26, 2016, T-Mobile applied a one-time credit in the amount of $331.00 reducing Ms. [redacted]’s balance to a credit in the amount of $114.95. The credit balance will be forwarded to Ms. [redacted]’s next bill which will be due on June 9, 2016. 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 customer care. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her trade-in credit. 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. Shannon R[redacted] Executive Response

June 16, 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 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 June 9, 2016, regarding the above-referenced account. T-Mobile records confirm that the above account is a business account for [redacted] and that Mr. [redacted] is listed as the authorized contact for the account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile records confirm that on June 3, 2016, Mr. [redacted] visited a T-Mobile retail store and activated mobile number ending in 2023 on his above account. At the time of activation Mr. [redacted] purchased a new Samsung J7 device and elected to finance the equipment through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $38.20 and agreed to pay for the remaining cost of the phone totaling $239.99 in 24 monthly installments of $9.99. Further records confirm that on June 4, 2016, Mr. [redacted] transferred his above number to another carrier, cancelling his T-Mobile account. Mr. [redacted] returned the Samsung J7 back to the retail store on the same date. It is important to note that T-Mobile charges a restocking fee for equipment which has been purchased and returned at a T-Mobile retail store. The restocking fee for the Samsung J7 is $50.00. Therefore, since Mr. [redacted] had already remitted payment in the amount of $38.20, he should have been charged an additional $11.80 to bring his total amount paid to $50.00, which is the cost of the restocking fee. However, as Mr. [redacted] states in his correspondence, he was required to pay an additional $32.10. Although we are unable to conclusively determine why Mr. [redacted] was charged a total of $70.30 for the restocking fee, we will continue to investigate with our retail store to determine the root cause so that this situation can be avoided in the future. In an effort to amicably resolve this issue we have mailed Mr. [redacted] a prepaid debit card to refund him for the additional payment of $20.30. Mr. [redacted] can expect to receive the refund card within 7 to 10 days. Mr. [redacted]’s 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. Brian W[redacted] Executive Response

Revdex.com:The reason we are accepting this response is because something is better than nothing. We do not take this response lightly, nor do we feel it is a fair response. T-Mobile gave use a credit of $135.00 for my phone, which I owned, not for the phone in question that was leased by [redacted] Further[redacted], T-Mobile prides themselves on customer service which has been nothing but horrible since we joined and that is very disappointing. My husband spoke to three different T-Mobile customer service representatives until he got to one that apologized for the "inconvenience" and that "someone will be calling him back due to the fact that not many employees are familiar with how this program works because it is so new." No one called him back. The only reason we got a call back is because we made this complaint with the Revdex.com.The employee at T-Mobile that we signed up with ensured us that the "jump" program was eligible and they would pay his final bill from our previous provider. As far as I know, when I go somewhere I trust the employee to have the knowledge of their services provided. Everything we have heard from a T-Mobile employee has been a lie. T-Mobile employees have also told us that the "jump" program at one time was eligible until corporate told them that it was no longer eligible. Last, but not least, I asked several times for Ruben at the office of the CEO to send me our signed contracts showing that we accepted the terms and conditions and he "beat around the bush" sending me a website showing the terms, which is not a legal or binding document. Thanks.Disappointed and lied to,[redacted]

July 4, 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 June 24, 2016 regarding the above-referenced account. We are glad to inform you that T-Mobile has resolved Ms. [redacted]’s concerns to her satisfaction T-Mobile regrets any inconvenience to Ms. [redacted] regarding the return of her handset. In our previous response dated April 21, 2016 to your file [redacted], we agreed to allow Ms. [redacted] to return her Apple iPhone 6s Plus 64GB Gold device to T-Mobile and upon receipt, the Equipment Installment Plan (“EIP”) linked to the device would be closed. Due to an inadvertent error we could not locate Ms. [redacted]’s device and as her account was cancelled on April 22, 2016, the EIP charges were accelerated and a total of $605.00 was assessed to her account. However, after further review we found that Ms. [redacted]’s device was indeed returned to T-Mobile on June 1, 2016 in good working condition. As such, on June 28, 2016 the credit of $605.00 for her EIP was applied to her account. Ms. [redacted] accepted the credit as resolution to her concerns and her account remains cancelled with a revised balance of zero. 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. Sal O[redacted] Executive Response

Dear Revdex.com Representative,
I am pleased to inform you that that complaint # [redacted] has been resolved.
Brian, of T-Mobile's Office of the President, called me and he graciously resolved the matter by removing the full amount disputed from my account.
I would like to thank Brian and T-Mobile for...

their expeditious and satisfactory resolution to this matter. I really appreciate their help and would consider using their company again in the future.
I thank the Revdex.com for their wonderful work as always and am grateful for them because without their organization this wouldn't be possible. Also, I hope that I have the correct name, would like to thank Carolyn for her involvement.
If you need this in writing also, please let me know and I'll get it out. Thank You again.
Sincerely,
[redacted]. [redacted].

December 30, 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] 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 December 18, 2015, 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 frustration Mr. [redacted] encountered with our JUMP! On Demand and JUMP! programs. T-Mobile records confirm that mobile numbers ending in [redacted] and [redacted] on Ms. [redacted]’s account are subscribed to the $10.00 JUMP! 2 Bundle feature. 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. JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand customers always pay the lowest out of pocket price as well as the lowest monthly cost with no additional fees. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. JUMP! On Demand is upgrading to a new device with a lease. It is important to note that customers that have equipment financed with an EIP loan are not eligible to change to JUMP! On Demand without first paying their EIP loan off in full. Further records confirm that on April 3, 2015, Ms. [redacted] purchased a Galaxy Note 4 device for number ending in [redacted] and a Nexus 6 for number ending in [redacted]. At the time of purchase Ms. [redacted] elected to finance the equipment through EIP wherein she agreed to pay the balance of $1,345.44 in 24 monthly installments of $56.06. Additional records confirm that Mr. [redacted] has a remaining balance of $840.90 on his above devices. Therefore, if Mr. [redacted] would like to lease equipment through JUMP! On Demand, the above balance must first be paid in full before the account will be eligible to start a lease. We apologize if Mr. [redacted] was advised that he could move between the EIP agreement and a JUMP! On Demand lease without first paying off the EIP agreement. 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. Brian W[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:T-Mobile is saying I returned the device on January 31st which is a lie.  If you check the following tracking number you will see. [redacted]  Why can't they just accept that I waited 2 months for any sort of resolution?
Sincerely,
[redacted]

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 6, 2017, regarding the above-referenced account. T-Mobile has confirmed that this complainant is a Wal-Mart Family Mobile powered by T-Mobile (“Family Mobile”) customer. Nevertheless, T-Mobile has reviewed Family Mobile’s records and will provide a response on behalf of Family Mobile.
T-Mobile is sorry to hear of any concerns that Ms. [redacted] experienced regarding her final billing. Family Mobile records indicate that on April 24, 2017, Ms. [redacted] was alerted via text message of the availability of her new billing statement, in the amount of $84.57, for services during the dates of March 24, 2017 to April 23, 2017, which was due by May 12, 2017. Please be advised that when payment was not received for this balance, it was added to the following billing statement as a past due balance.
Family Mobile records next indicate that on May 6, 2017, Ms. [redacted] cancelled her account when she ported her mobile numbers to another service provider. Please be advised that under Section 4 of Family Mobile’s Terms and Conditions of service, which were agreed to at the time of activation state: “You can cancel a line of service, but will remain responsible for all usage and Charges incurred through the end of your current billing cycle.”
Please be advised that Ms. [redacted]’s final billing statement was delivered via U.S. Mail to Ms. [redacted]’s address of record, and was dated May 24, 2017, for services during the dates of April 24, 2017 to May 23, 2017, in the amount of $83.83, which was due by June 11, 2017. Including the past due balance, the total final balance owed for the account was $168.40. Please be advised that the final balance was accurately assessed and is valid and owed for service charges through Ms. [redacted]’s final cycle. In addition, please be advised that we no records to indicate that any misinformation was provided with regard to the balance owed for Ms. [redacted]’s account.
However, please note that as a courtesy to Ms. [redacted], on July 3, 2017, Family Mobile issued an account credit in the amount of $39.97 for the prorated service charges following port-out, reducing the balance owed to $128.43, which was paid in full on July 8, 2017. In addition, please be advised that pursuant to Family Mobile policy, Ms. [redacted] was assessed a $5.00 Payment Processing Fee, which occurs when a customer opts to remit a payment with Family Mobile Customer Care representative. As an additional courtesy to Ms. [redacted], Family Mobile has issued a prepaid refund card in the amount of $5.00 to be delivered at Ms. [redacted]’s address of record within ten business days. Please be advised that we would respectfully decline Ms. [redacted]’s request for additional compensation with regard to this matter. For questions regarding approved refund, please contact Citibank at 1-800-522-7458. Family Mobile regrets any inconvenience 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. If you have any further questions please feel free to contact Family Mobile at: Family Mobile Customer Relations, P.O. Box 3220, Albuquerque, NM, 87190. Family Mobile Customer Service is also available to assist you from 6am - 9pm PST at 877-760-8760.
Very truly yours,
T-MOBILE USA, INC.
Kayla J[redacted]
Executive Response

June 17, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 10, 2015, regarding the above-referenced account.   In hercorrespondence with your office Ms. [redacted] states she has not received arefund.  T-Mobile records indicate on May27, 2015 a refund check was approved in the amount of $262.80.  Ms. [redacted] was advised the refund wouldarrive within seven to ten days. Please be advised T-Mobile refundsare typically sent in the form of a prepaid Citibank card.  As Ms. [redacted] requested a paper check theprocess for sending the refund unfortunately took longer than usual.  T-Mobile has confirmed the refund check inthe amount of $262.80 was approved and mailed on June 15, 2015.  T-Mobile contacted Ms. [redacted] on June 15,2015 and advised the refund should arrive within seven to ten days.  T-Mobile regrets any inconvenience this mayhave caused Ms. [redacted].   Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC.  [redacted]Executive Response

October 3, 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 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 26, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] experienced. T-Mobile records confirm that Ms. [redacted] canceled her account on June 1, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 19th of one month to the 18th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through June 18, 2016. As a courtesy to Ms. [redacted], T-Mobile issued a credit to the account in the amount of $70.00 for the pro-rated charges incurred from June 2, 2016, through June 18, 2016. Please note that on September 28, 2016, T-Mobile contacted Ms. [redacted] at which time she remitted payment in the amount in the amount of $53.35 which was the remaining balance after the bill credit. Ms. [redacted]’s account is currently canceled and reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

Revdex.com:
 
Hi,
    I would like to cancel the complaint about [redacted]. There was some confusion and it was all resolved now. Let me know if you need anything else. Thanks.

April 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 April 13, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any continued frustration Ms. [redacted] has with her above account. T-Mobile records confirm that on October 27, 2014, we applied credits totaling $375.00 to Ms. [redacted] closed account to bring her outstanding balance to $135.75. Further records confirm that on November 10, 2014, Ms. [redacted] contacted the third party agency handling her account, I.C. System, Inc., and remitted payment in the amount of $50.41, which reduced her balance to $85.35. Ms. [redacted] advised that this payment was supposed to settle her account balance in full. Unfortunately, I.C. System, Inc., did not report to T-Mobile that the account had been settled in full. As such, on January 18, 2015, Ms. [redacted] account was referred to another agency, Allied Interstate and finally on October 23, 2015, her account was referred to Credence Resource Management for collection purposes. In an effort to amicably resolve this issue, we have applied a credit of $58.20 to Ms. [redacted] account. Therefore, Ms. [redacted] account will be removed from collections and the remaining balance of $27.15, which consists of the remaining collection fee will be waived within 48 hours. As such, Ms. [redacted] account will remain closed with a zero balance and any negative information reported to her credit file should be removed within 90 days. 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. Brian W[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 13, 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 8, 2015 regarding the above-referenced account.  T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. 
 
As stated in our previous response, the $10.00 JUMP!! 2 Bundle feature includes Premium Handset Protection (“PHP”).  The PHP feature is handled by an independent company, Assurant, on behalf of T-Mobile.  When a customer is subscribed to the above JUMP! feature and they require replacement of a device which has been damaged, lost or stolen, they would then call Assurant and file a claim wherein they would be required to pay a deductible to receive a replacement device.  PHP claims are not handled by T-Mobile directly and equipment cannot be replaced with PHP at a T-Mobile retail store.  When Ms. [redacted] visited a T-Mobile retail store and received a price quote on new equipment, the quote was for the purchase of new equipment through our Handset Upgrade Program.
 
Filing a PHP claim is a separate process than purchasing equipment through JUMP! or through the Handset Upgrade Program without JUMP!.  As previously advised, when a customer wants to purchase new equipment by either utilizing JUMP! or through the Handset Upgrade Program without JUMP!, and they choose to purchase the equipment utilizing the Equipment Installment Plan, they are required to pay a down payment including the taxes for the entire cost of the new equipment, and then agree to pay the remaining equipment cost in 24 equal installments.  The down payment collected at the time of purchase is determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. It remains our position that Ms. [redacted] was given appropriate pricing. 
 
Nevertheless, in addition to the credit of $78.38 that T-Mobile applied on July 29, 2015, we have agreed to refund one-half of the JUMP! feature charges which were billed to her account from May 9, 2014, the date of activation, through May 7, 2015, the date of cancelation.  As such, a prepaid refund card with a balance of $75.81 will be mailed to Ms. [redacted] within seven to ten business days. 
 
Finally, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with Customer Care and sales teams.        
 
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.
 
Brian W[redacted]
Executive Response

May 12, 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 1, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact [redacted] which have proven unsuccessful. As such T-Mobile will make every effort to address [redacted]’ concerns within this letter
T-Mobile sincerely regrets any inconvenience [redacted] experienced regarding our iPhone 7 Trade Up promotion. 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 new model for the iPhone 7 or iPhone 7 Plus. Beginning 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 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 confirm that on September 15, 2016, [redacted] placed an order for an iPhone 7 128 GB device. However, our records do not confirm any trade-in associated with the order at the time of creation. On December 8, 2016, Customer Care offered to send a label for return of an iPhone 6 device in effort to honor the promotion.
Regretfully, on April 14, 2017, [redacted] cancelled the T-Mobile account. At the time of cancellation, the iPhone 7 device EIP remaining balance became due in full in the amount of $487.46. These charges combined with an existing account balance to create a final bill in the amount of $801.96.
T-Mobile records do confirm that an iPhone device was received with the supplied trade in label. In effort to amicably resolve this matter, T-Mobile has adjusted the final billed EIP charges for the iPhone 7 device in the amount of $487.46. T-Mobile also adjusted monthly billed EIP charges in the amount of $165.00 which was the anticipated trade in credit amount for the returned iPhone 6 device. This was a total adjustment of $652.46 which was aligned with the maximum offer of the promotion.
As an additional courtesy, T-Mobile waived the final billed service charges in the amount of $151.96. Following the adjustments, the account currently reflects a zero dollar balance and shows as cancelled in good standing. Lastly T-Mobile confirmed that the IMEI of the iPhone 7 device is not blocked from use on the T-Mobile network.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted] Executive Response

April 17, 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 3, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has in regards to her T-Mobile account and our Smartphone Equality program which allows customers to be eligible for well-qualified device pricing based on their payment history and tenure. Please be advised T-Mobile records confirm on February 18, 2017, we updated Ms. [redacted]’s account to honor our Smartphone Equality program.
On April 5, 2017, we spoke with Ms. [redacted] and confirmed her account is now eligible for well-qualified device pricing. As a courtesy for this matter we offered two months of Ms. [redacted]’s current service at $122.00 per month for total of $244.00. Ms. [redacted] accepted this offer and her current balance was reduced to a credit balance of $38.90.
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.
Daniel R[redacted] Executive Response