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. Although saying I'm sorry is amiable and accepted it doesn't fix a thing. It doesn't take a genius to know the whole idea of a group plan is a comprehensive service at a reduced cost. Unfortunately with that comes different personalities in regards to paying their portion of the bill. To penalize an individual who pays makes, poor business sense. The fact that in an attempt to resolve the matter, you made a commitment, which cascaded into a version of "Abbot and Costello's Who's on first" with no resolution, clearly shows Tmobiles inabilities at a corporate level. In addition dodging my phone calls for an update was pretty insulting. I've been in corporate communications my entire adult life as a field tech "gee what a surprise". Tmobile's ability in representing the "Office of the President" is lacking in basic customer relations skills. Hopefully there will never be a next time, but if so try picking up the phone. Talking to a customer directly as in "hey we screwed up, then we screwed up again, goes a long way, it shows class in customer service. Instead of dodging my calls, feeding me voicemail, and to even close the matter you sent me a voicemail message via the Tmobile network rather than talkto me directly. Is that how the Tmobile "Office of the President" wants to be represented?As of today September 25 2015, I consider this matter closedSincerely, [redacted]

April 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 7, 2017, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.

T-Mobile is always working to improve its coverage, and we regret any service issues that Mr. [redacted] may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. T-Mobile records confirm that on January 18, 2016, Mr. [redacted] contacted T-Mobile Customer Care to report having poor service inside his home. During troubleshooting, Customer Care was able to confirm that a 4G LTE Cellspot, a unique device that boosts customer’s indoor coverage, would help improve Mr. [redacted]’s indoor coverage and was offered a 4G LTE Cellspot at no cost. Please note that the 4G LTE Cellspot devices are T-Mobile owned devices and customers are notified at the time of order that if not returned upon cancelation of service, there is a $138.00 non-return fee that is assessed to the account.
T-Mobile records confirm that on February 14, 2017 Mr. [redacted] ported his mobile number ending in [redacted] out to another carrier closing his T-Mobile account. On that date, a prepaid return label was mailed to Mr. [redacted] to return the 4G LTE Cellspot. As the 4G LTE Cellspot was not returned, Mr. [redacted] was assessed a $138.00 non-return fee and applicable taxes totaling $147.49 on his billing statement dated March 19, 2017, which is valid and owed. However, as a courtesy, on April 6, 2017, T-Mobile applied a credit of $75.00 to discount the fee for Mr. [redacted] leaving a difference of $72.49 due in which he submitted a payment for on April 7, 2017.
In an effort to amicably resolve this matter, on April 10, 2017, T-Mobile issued a refund in the amount of $72.49 to Mr. [redacted] to refund him for his payment for the non-return fee of the 4G LTE Cellspot. He should allow seven to ten days for delivery. T-Mobile regrets any inconvenience.
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

April 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 March 29, 2017 regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to being charged for additional lines of service and a handset that she returned. 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] which provided up to two free lines of service through monthly bill credits. Our records show that there were two Mobile Internet lines added during this promotion. Please be advised that when the new lines were activated, there were also two Samsung Tablets purchased with Equipment Installment Plan (“EIP”) in an attempt to take advantage of the 2016 November Tablet On Us promotion in which Ms. [redacted] was receiving monthly credits for the EIP costs of the tablets as long as she had active Mobile Internet lines.
Additionally, from March 1, 2017, through March 5, 2017, T-Mobile also offered another promotion in which customer could receive an additional line of service for free with monthly bill credits. Our records confirm that on March 5, 2017, another two Mobile Internet lines were added to Ms. [redacted]’s account.
T-Mobile records show that on March 31, 2017, Ms. [redacted] contacted Customer Care with concerns about the additional lines being added to her account. In order to resolve the matter, Customer Care cancelled all four tablet lines and removed the remaining EIP charges for the tablets. Additionally, Ms. [redacted] was issued adjustments to cover the charges for the additional lines of service which paid her April 3, 2017 balance, and left her account with a credit balance in the amount of $2.97.
In regards to the returned handset, on October 27, 2015, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 6S device. Ms. [redacted] states the handset was returned for insurance, however, as T-Mobile was unable to verify the return of the equipment, Ms. [redacted] continued to be charged the monthly EIP for the handset.
However, on April 1, 2017, T-Mobile located the returned equipment and removed the remaining EIP in the amount of $189.46. On April 11, 2017, Ms. [redacted] was issued an adjustment of $260.53 for the EIP monthly payments that she had been charged after the return of the handset leaving her account with a credit balance in the amount of $263.50. T-Mobile regrets any inconvenience.
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

December 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]. [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, 2017, regarding the above-referenced account. Please note that the account holder of record is [redacted] T. [redacted] and [redacted] is listed as an authorized user on the account.
T-Mobile regrets learning of Mr. [redacted]’s frustration with his replacement Samsung Galaxy Note 4.
By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of Ms. [redacted]’s account, this warranty has been extended as she subscribes to the optional Premium Device Protection. During the Limited Warranty period, Mr. [redacted] was eligible to receive an advanced replacement of the device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.
T-Mobile records confirm that, on October 27, 2017, an insurance claim was approved for a Samsung Galaxy Note 4 on the mobile number ending in [redacted]. Further review of Ms. [redacted]’s account indicates that the first T-Mobile was notified of the device overheating was on December 14, 2017. It is important to note that Mr. [redacted] stated the device had already suffered damage at the time therefore he was referred to [redacted] for replacement options as the warranty was void. T-Mobile regrets any inconvenience this may cause, however we respectfully decline Mr. [redacted]’s request for compensation as this matter is not the result of T-Mobile error.
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] ext. [redacted].

Complaint: [redacted]
I am rejecting this response because: Going over the data points in the response. Christinia claims that on Oct. 28 (a day after I was removed from my account) I was added back as an authorized user. Both my son and I deny that and demand proof if that strange (to say the least) event.Thank you for your help in achieving TM admissions  that my account was inadvertently changed and having it repaired by restoring my original plan. That happened as a result of our recent phone conversation - otherwise my plan would have cost me more. And it still remains to be seen when I get my next bill in Set. 13. Alto they would have needed to refund me the extra $200+ and prorated month's overcharge in order to completely restore me. I believe that I am at a $100 shortfall looking at the credits applied compared to the extra charges.In addition I did not receive any $5/line credits for auto pay - which I had until they messed up Obviously I could not continue with auto pay in this situation and since they caused my removing it they should be responsible to honor it. Ms. S[redacted] promised me an email after our phone conversation confirming our agreement - an email I never received. During our phone call we discussed the 2 erroneous charges - one for a 411 call I never made and a $25 charge for a cell spot router that is in addition to the 2 that I already have. She promised to look into that and remove the charge.I appreciate the corrections and acknowledgements made by TM and wish this dispute never had to happen. It showed an earlier case of bad faith in TM - is an unfair business practice of tM. I am glad you have it for your records. And I am glad to have in writing (again) that TM intends to bill me as agreed.Thank you.[redacted]  
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]

December 15, 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 c[redacted]pondence dated December 8, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] A. [redacted], and that he has designated [redacted] as an authorized user of the account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to her satisfaction.
T-Mobile regrets any concern Ms. [redacted] experienced in regards to the delayed reimbursement of $503.56. T-Mobile spoke with Ms. [redacted] on December 12, 2017, and she verbally confirmed that Mr. [redacted] had reflected the refund of the $503.56 on December 8, 2017, on their financial statement. T-Mobile asked that Ms. [redacted] contact me directly at the number below if she has any additional concerns regarding this refund.
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

June 23, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account.  T-Mobile regrets any concerns Ms. [redacted] experienced in regards to the cancelation of her hotspot line and the replacement of her T-Mobile handset.  T-Mobile records confirm that as of January 11, 2016, Ms. [redacted] Mobile Internet (“MI”) line ending in [redacted] is subscribed to the MI On Demand MI plan, which for $10.00, provides the MI lines with access to purchase data passes.  Please be advised that as Ms. [redacted] has two voice lines active on her account she is receiving a promotional $10.00 monthly discount making mobile number ending in [redacted] free.  T-Mobile records reflect that on May 22, 2017, Ms. [redacted] contact T-Mobile to cancel her hotspot line ending in [redacted].  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.   Ms. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month.  Accordingly, Ms. [redacted]’s line ending in [redacted] was programmed to be canceled on June 10, 2017, and was billed through the cancelation date.   T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Note 5 handset on August 21, 2015.  By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by Samsung for her device.  During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting Samsung directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.Upon review of Ms. [redacted]’s account her warranty has been extended as she subscribed to the optional JUMP! feature, which includes Premium Handset Protection (“PHP”).  PHP provides both insurance and an extended warranty for as long as the feature remains active.  T-Mobile records reflect that on June 5, 2017, a warranty exchange was processed to replace Ms. [redacted]’s Samsung Galaxy Note 5.  Regretfully, as the IMEIs did not match on the order Ms. [redacted] was not able to complete the exchange at our retail location.  T-Mobile records further confirm that on June 11, 2017, a second warranty exchange was filed for Ms. [redacted]’s Samsung Galaxy Note 5.  Our records confirm that Ms. [redacted] was able to complete her exchange for the replacement Samsung Galaxy Note 5 on June 15, 2017.  Upon speaking with Ms. [redacted] on June 20, 2017, she confirmed that her replacement device is working properly.  In an effort to amicably resolve Ms. [redacted]’s concerns T-Mobile offered a $55.00 credit for service charges from May 11, 2017, through June 10, 2017, for the MI line ending in [redacted].  Additionally, T-Mobile offered a one-time courtesy credit in the amount of $100.00.  Please note that Ms. [redacted] accepted our offer and therefore we applied the above credits to her account and her account now reflects a $95.94 balance.  T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Juan B[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 sent the bills today and one final bill is still awaited from [redacted]. Once that comes, I will send that too. Sincerely, [redacted]

Tell us why here...
September 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 September 15, 2017, regarding the above-referenced account.
T-Mobile is always working to improve our coverage and we further regret that Mr. [redacted] did not have coverage in some of the areas that he traveled to. As Mr. [redacted] may imagine, 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.
With regard to Mr. [redacted]’s final billing statement, T-Mobile records confirm that Mr. [redacted] canceled his account on July 1, 2017 when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 28th of one month to the 27th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through July 27, 2017.
Nevertheless, on September 22, 2017, we spoke to Mr. [redacted] and offered a courtesy credit of $123.66 for the final balance on his account. Mr. [redacted] was satisfied with the resolution presented to him. As of the date of this correspondence Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted] and we hope to serve him again in the future.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Belen L[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]
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 is pleased to advise that Mr. [redacted]’ concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience to Mr. [redacted]. T-Mobile records indicate that on October 22, 2015, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) lease offering with a Samsung Galaxy S 6, and the trade if of a Samsung Galaxy Note 4 handset. At the time of Mr. [redacted]’ lease signing, he was not required to remit a capital cost reduction payment, agreed to 18 monthly installments of $24.00, and a purchase option price of $147.99.
From December 22, 2015, through November 25, 2015, T-Mobile was running a promotion wherein customers that initiated a lease of a Samsung Galaxy S6 handset and traded-in a qualifying handset could receive a credit of the monthly cost of the lease payments. As Mr. [redacted]’ lease met the requirements, his account was enrolled in the promotional offer. It is important to note that should Mr. [redacted] choose to purchase the handset following the completion of the lease, he is subject to the agreed upon purchase option price, listed above.
After speaking to Mr. [redacted] on April 1, 2017, T-Mobile issued a credit in the amount of $147.99 toward the purchase option price of the Samsung Galaxy S 6 handset. As of the date of this correspondence, Mr. [redacted]’ lease remains closed, with a zero balance due for the purchase. 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.
Ronnie A[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 85% satisfactory to me. T-Mobile did indeed resolve the issue that was at the heart of the complaint; however, there was no extra action or effort on behalf of the customer service team to make up for them taking 8 months to finally resolve the issue, and all of the unnecessary stress they caused a new customer, in myself. Ultimately, I'm happy they finally resolved the issue at hand, but to be honest, I am disappointed that they only did the bare minimum (fixing the problem, and nothing more) after giving me the run around for 8 months. I was expecting that they would have been remorseful upon hearing of my experience and would have done a little more to make sure I was happy.
Sincerely,
[redacted]

November 29, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      Mrs. [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 22, 2016, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Mrs. [redacted] regarding being charged for a non-working handset. Please be advised that on June 29, 2016, a handset replacement was ordered for Mrs. [redacted]’s non-working handset, and it was shipped to her on June 30, 2016.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.  Our records do not indicate that we received the non-working handset, as such; Mrs. [redacted] was charged $400.00 for the non-return fee and applicable taxes. 
 
Mrs. [redacted]’s monthly billing statement that was generated on November 11, 2016 in the amount $501.68 for monthly service charges from September 11, 2016 through November 10, 2016 and a non-return fee plus applicable taxes. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, 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.  It is important to note that as of the date of this letter, Mrs. [redacted] account has not been assigned to a third party collection agency.
 
T-Mobile records confirm that Mrs. [redacted] canceled her account on November 12, 2016 when she ported her mobile number to another service provider.  Mrs. [redacted]’s billing cycle ran from the 11th of one month to the 10th 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. 
 
As a courtesy, an in an effort to amicably resolve this matter, T-Mobile placed a credit in the amount of $400.00 to Mrs. [redacted]’s on November 29, 2016 bringing her balance to $101.68 for monthly service charges from September 11, 2016 through November 10, 2016 plus applicable taxes that is past due. In addition, T-Mobile will follow up on Mrs. [redacted]’s next billing statement credit Mrs. [redacted]’s final billing statement for monthly service charges after November 11, 2016 plus applicable taxes. Mrs. [redacted] has accepted this as 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.
 
Christopher R[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because: there has been another recall on ALL Note 7 new and replaced. Was advised to immediately shut down phones and return to a local tmobile store. In doing so, I was told by the store representative named Noe as well as a customer care representive from a call center to be told that I not only have to pay taxes but another own payment. Situation is now worse than before and I can't use my phone.  Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:On June 9th, I responded in an e-mail (below) to Ms. Lauren L[redacted] (Specialist, Executive Response; A Division of the Office of the President; Desk: 877-290-6323 ext. [redacted]; Email: [redacted].  This was after receiving an earlier call from Ms. L[redacted], which was both ambiguous to my requests for clarification as well as not very helpful in resolving my complaint.  I felt as if I was speaking to somebody who was reading from a text and had no concern whatsoever for my situation.Good Morning Ms. L[redacted]-Thank you for contacting me yesterday and following up with an e-mail.  I wanted to clarify a few points, as I still feel slighted by the misleading international program that T-Mobile advertises.  As I mentioned to you and previously to the customer service agent over the phone, T-Mobile assured me that the International Canada/ Mexico plan would be a perfect fit for my needs.  I had specifically stated to the T-Mobile sales rep in Washington DC that I would be assigned to Mexico on TDY with the US Department of Justice and would rely heavily on these phones for my wife's and my safety.  I was told that T-Mobile contracted with a Mexican cell tower carrier and that this plan would be a perfect choice for my needs.  It is even displayed that way in the advertisements.Previously, I had been with another carrier that offered a US Government/ Military discount and a similar program.  Based on a cost comparison and good feedback, T-Mobile at the time seemed to offer a better deal.  This, however is obviously not the case, and I would have stayed with my previous provider had it been explained to me clearly that customers who travel on TDY to Mexico (and probably Canada, correct?) and back to the US must monitor their "unlimited" plan to ensure not more than 50% of data is being used.Security is a major issue for myself and my family in Mexico as you can imagine.  One "option" that T-Mobile customer service (and yourself) mentioned to me was to flip over to Wi-Fi in order to decrease the amount of data being used.  This is not viable as the transit system (buses/ taxis/ subway) in Mexico does not have Wi-Fi and my wife and children would not be able to contact me if they were in a bad situation.I appreciate you taking the steps to have the phones on this plan unlocked so that I can now go through the daunting task of finding a legitimate provider while travelling between Mexico and the U.S.  This and offering to have T-Mobile pay my final month's bill of service is the least that can be done.  However, I have been paying my monthly bills over the past year and request, once again, to be reimbursed for this expense based on poor, misleading business practices.I further request that T-Mobile cover the expenses incurred with signing up with a new provider once I present the unlocked phones to them.As I had mentioned previously, there are a number of USG personnel in my situation that are looking for a carrier and I cannot recommend T-Mobile to them at this time.  It would be unjust, as a customer who was mislead to promote your business to other personnel looking for a carrier.There was an exempt US Military plan that was offered to me to fix this issue.  The customer service tech stated it would extend to US Government personnel.  However, after speaking with you, this does not seem to be the case.  Again, I have been given misleading information.I suggest T-Mobile seriously considers clarifying this program to future customers as well as re-training their sales and customer service staff on the details of this international plan.I look forward to hearing from you.Sincerely,[redacted]
Sincerely,
[redacted]

Tell us why here...
August 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 15, 2017 regarding the above-referenced account.
T-Mobile regrets any difficulties [redacted] has experienced with her T-Mobile account. T-Mobile has reviewed [redacted]’s account regarding her payments made towards equipment and found that on May 25, 2017, [redacted] made payments totaling $1,056.47. These payments went towards the following leased equipment that [redacted] had on JUMP! On Demand program (“JOD”):
• A payment of $304.94 was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed.
• A payment of $437.63 was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed.
• A payment of $201.15 was made for JOD ID number [redacted] for an Apple iPad Pro 32GB device with this payment the lease offer was closed.
The fourth payment paid on May 25, 2017, in the amount of $112.75 went towards the balance of $746.20 due by May 22, 2017, that consisted of past due balance of $225.16 and new charges of $521.04 due by May 22, 2017. As [redacted] carried a past due balance the June 1, 2017, billing statement reflected a balance of $959.41 which consisted of a past due balance of $408.29 and new charges of $551.12 due by June 22, 2017.
It is important to note that [redacted] was subscribed to two equipment programs with T-Mobile in addition to the above mentioned above that are now closed. On October 26, 2016, [redacted] took advantage of our JOD offering by leasing an iPhone 7 Plus 32GB handset for the mobile number ending in [redacted] at $32.00 for 18 months with a $196.99 Purchase Option Price (“POP”). For the line ending in [redacted] on April 15, 2017, a JOD lease was initiated for a Samsung Galaxy S8 at $33.00 over the course of 18 months and a $156.00 POP. Please note that the JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Customers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.
[redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”). 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 [redacted] entered to the EIP offering on the following dates:
• On November 10, 2016, an Apple iPhone 7 32GB was financed for the line ending in [redacted] was not required to make a down payment for this device and agreed to a series of 24 monthly installments of $27.09.
• On February 25, 2017, a Samsung Gear S3 Wearable device was financed for the line ending in [redacted] was asked to make a down payment in the amount of $19.99 and agreed to a series of 24 monthly installments in the amount of $16.00.
• On April 19, 2017, a Samsung Wall Charge stand was financed for the line ending in [redacted] was not required to make a down payment for this accessory and agreed to a series of 24 monthly installments of $3.75.
T-Mobile records indicate that on May 31, 2017, the account was fully suspended for non-payment on August 17, 2017, with a balance of $1,433.16 which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxes. It is T-Mobile’s position that [redacted] was billed in accordance with the Terms and Conditions of the selected rate plan and equipment plan and the charges are valid.
However, in an effort to amicably resolve this matter T-Mobile has agreed to waive the balance of $1,433.16 and the remaining unpaid EIP and JOD active balance of $1,417.17 for equipment listed above under the condition [redacted] return the equipment via the pre-paid mailing label that was sent to her email provided. In addition T-Mobile has offered to waive the final bill upon [redacted] porting her mobile numbers to another carrier. [redacted] asked for additional time to accept this offer. T-Mobile will continue to work with [redacted] until an amicably resolution is agreed up.
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 any of [redacted]’s interactions with T-Mobile.
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]

December 22, 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 9, 2015, regarding the above-referenced account. Upon speaking with Ms. [redacted], T-Mobile determined [redacted] and [redacted] is one and the same person. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her handset. T-Mobile records indicate that on October 10, 2015, Ms. [redacted] qualified and purchased an Apple iPhone 5C 16GB Pink Certified Pre-Owned handset, utilizing T-Mobile’s Equipment Installment Plan (“EIP”) offering. At the time of purchase, Ms. [redacted] was not required to make a down payment. Ms. [redacted] then agreed to 24 monthly installments of $8.34. T-Mobile is committed to providing customers a number of options to obtain high-quality mobile devices for everyone in their family. One of our most cost effective options would be our NEW2U Certified Pre-Owned (“CPO”) program, the NEW2U CPO program offers our customers NEW2U devices that go through a rigorous 80 point inspection to ensure that they are within T-Mobile’s approved standards operational parameters and only devices in excellent physical condition are offered for sale. T-Mobile regrets if Ms. [redacted] received a handset with non-Apple parts. In an effort to amicably resolve the matter, on December 15, 2015, T-Mobile sent Ms. [redacted] a replacement Apple iPhone 5C 16GB Pink Certified Pre-Owned handset. Once received, Ms. [redacted] can return the non-working handset, in good working condition, within 30 days of this letter, directly to my attention at: Executive Response Attention: [redacted]Albuquerque, NM 87107 Ms. [redacted] has accepted this as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-[redacted]. Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

Complaint: [redacted]I am rejecting this response because: I only got one message during the holiday weekend from T-Mobile which I attempted to respond back to today; but unfortunately  the caller works from Tuesday. Meanwhile the response here indicates that I can contact them without stating what number or do they want me to call the same number listed for Revdex.com to call for further questions? I will be calling the person that contacted me back tomorrow and will contact Revdex.com again if I do not get the expected resolution.Sincerely,[redacted]

December 16, 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 December 14, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] encountered with her account balance. T-Mobile records confirm that Ms. [redacted] had several devices and accessories financed through the Equipment Installment Plan (“EIP”). Our records confirm that Ms. [redacted] had an active EIP for an iPad Mini, an iPhone 5s Gold device, an iPhone 6 Gold device, an iPhone 5s Silver device and an iPhone 6 Lifeproof Case. The monthly installment payment for the above equipment totaled $106.49. It is important to note that when a customer has an active EIP and they cancel service, the full remaining EIP balance is billed to the final billing statement. Further records confirm that on September 24, 2015, Ms. [redacted]’s account was cancelled pursuant to her request. On September 25, 2015, Ms. [redacted]’s billing statement was provided showing an outstanding balance of $108.11, which includes the above monthly EIP installment charges and $1.62 for taxes. Ms. [redacted] did not remit payment for this outstanding balance. As such, the balance was carried forward to her following billing statement. Additional records confirm that on October 25, 2015, Ms. [redacted]’s final billing statement was provided showing an outstanding balance of $1,221.94, which includes the above past due balance, and the remaining EIP balances for her above equipment totaling $1,113.83. On November 1, 2015, Ms. [redacted] remitted payment to her account in the amount of $1,114.00, which reduced her outstanding balance to $107.94. Based on our findings it is T-Mobile’s position that the outstanding balance is valid and owed. Nevertheless, in an effort to amicably resolve this issue, T-Mobile has applied a $107.94 credit to Ms. [redacted]’s account to bring her outstanding balance to zero. Ms. [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

May 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 April 20, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Mr. [redacted]’s satisfaction.    T-Mobile regrets that Mr. [redacted] has experienced concerns with his services, handsets and Customer Care.  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 recent contact with our Customer Care.   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.  T-Mobile records indicate that Mr. [redacted]’s address of record is located in an excellent T-Mobile coverage area although the towers that he registers to while at his residence are currently undergoing modernization, which may affect services from time-to-time; this should be complete approximately by May 5, 2017.  From December 28, 2016 through April 24, 2017, Mr. [redacted]’s mobile number ending in [redacted] has used 3,879 airtime minutes, 9,503 text and picture messages and 83,843 megabytes (“MB”), or 82 gigabytes (“GB”) of data, which indicates that he has received the benefit of our service.   On May 10, 2016, Mr. [redacted] purchased a Samsung Galaxy S7 handset with our Equipment Installment Plan (“EIP”).  Mr. [redacted] was not asked to make a down-payment and he agreed to pay 24-monthly installments in the amount of $27.92.  As of the time of Mr. [redacted]’s handset purchase, T-Mobile provided a 14-day return period which allowed him to use the equipment to see if it meets his needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.  T-Mobile records confirm that Mr. [redacted] did not return the handset during the provided 14-day return period.   By purchasing T-Mobile equipment, Mr. [redacted] receives a one-year limited warranty provided by the manufacturer of his device.  During the limited warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  Please be advised that the replacement handsets may be new or like new and T-Mobile is unable to request a new handset replacement.  The replacement handsets have passed an extensive quality inspection to ensure they are working like new and that they function properly. T-Mobile records indicate that Mr. [redacted] participated in our Handset Exchange Program on June 7, 2016 and a replacement Samsung Galaxy S7 handset with International Mobile Equipment Identity (“IMEI”) number [redacted] was delivered to our retail location for pick-up on June 8, 2016.  However; Mr. [redacted] did not pick up the replacement handset and it was returned to our return center.  On August 22, 2016, another replacement was ordered for Mr. [redacted]’s Samsung Galaxy S7 handset and the replacement with IMEI number [redacted] was delivered to our retail location on August 25, 2016.  The replacement handset was used on Mr. [redacted]’s mobile number ending in [redacted] for 98 days. The final exchange was complete on November 18, 2016, the replacement handset with IMEI number [redacted] was delivered to our retail location on November 22, 2016 and has been in use on Mr. [redacted]’s mobile number ending in [redacted] since December 7, 2017.   T-Mobile records indicate that Mr. [redacted] subscribes to the JUMP! 2.0 insurance feature for $12.00 per month.  With this feature, Mr. [redacted] receives the insurance coverage and the ability to JUMP! Into a new handset as often as he would like, once one-half of his EIP balance is paid off.  If Mr. [redacted] is interested in a new handset, he may elect to use the JUMP! Benefit at his time as his handset cost is $669.99 and his remaining EIP balance is $284.95, which is less than one-half of the original cost.  At this time, Mr. [redacted] has the option to upgrade to a new handset, return the Samsung Galaxy S7 handset to the remaining EIP balance waived (provided that his handset is free of any physical or liquid damage) and he may start a new EIP for the new handset of his choice.  If Mr. [redacted] would like to take advantage of the JUMP! 2.0 benefit, he may elect to visit a T-Mobile retail location, he may call Customer Care by dialing 611 from his handset  or by calling (800) 937-8997 or by logging into his online account at www.T-Mobile.com.    As a gesture of goodwill, T-Mobile advised Mr. [redacted] that if he takes advantage of the JUMP! 2.0 benefit and upgrades to a new handset, we will issue a $250.00 credit toward the EIP balance.  Mr. [redacted] may contact me directly once he purchases a new handset and a credit of $250.00 will be issued to the new EIP balance.   T-Mobile appreciates Mr. [redacted]’s business and we regret any inconvenience that he 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.   Ally Y[redacted] Executive Response