T-Mobile Usa Inc

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: *** ***
Your File No. ***
T-Mobile Account No. ***
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenienced experienced by Mr. *** regarding his experience with his JUMP! On Demand lease upgrade. On November 7, 2016 Mr. *** completed a JUMP! On Demand lease upgrade when he elected to trade-in his Samsung Galaxy Note 5 for the Samsung Galaxy S 7 Edge. As part of the JUMP! On Demand lease program, customers are required to return their original leased device back to T-Mobile, and as such Mr. *** returned his Samsung Galaxy Note 5 to our National Return Center.
T-Mobile records indicate Mr. ***’s Samsung Galaxy Note 5 was returned to our National Return Center on December 19, 2016. Unfortuantely do to an inadvertent error, Mr. ***’s returned JUMP! On Demand lease Samsung Galaxy Note 5 was not immediately processed.
Nevertheless, T-Mobile has closed Mr. ***’s JUMP! On Demand lease for his Samsung Galaxy Note 5 as returned equipment and as such he will no longer be charged the monthly lease fee. Furthermore T-Mobile has applied a credit of $125.56 to Mr. ***’s account which represents the past four months he has been charged the monthly lease fee associated with his returned Samsung Galaxy Note 5. Mr. *** has a credit balance of $125.56 which will be applied to his next billing statement due on May 7, 2017
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. ***.
Very truly yours,
T-MOBILE USA, INC.
Martin G***
Executive Response

January 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 17, 2017, regarding the above-referenced account. We are pleased to report that Ms. [redacted]’ concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her Equipment Installment Plan (“EIP”) billing and refund concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records indicate that on August 12, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S7 handset. 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.
Please be advised that Ms. [redacted] was not required to remit a down payment for this purchase, however she was required to remit payment for the sales tax and shipping costs for the handset and agreed to a series of 24 installments of $28.34 added to her monthly billing statements.
At the time Ms. [redacted] purchased her aforementioned equipment she was provided a 20 day return period which allowed her to use the device to see if it met her needs. Should Ms. [redacted] have not been satisfied with the device, she was able to return it for the absolution of the remaining EIP balance and receive a refund for any taxes paid for the handset.
Due to an inadvertent error, when Ms. [redacted] returned her Samsung Galaxy S7 handset, the associated EIP was not closed. As such, Ms. [redacted]’ account was assessed applicable monthly installments on each of her subsequent monthly billing statements.
Please be advised that on January 19, 2017, T-Mobile’s Handset Research Team verified that her handset had been received and as such, T-Mobile absolved Ms. [redacted]’ remaining EIP balance and issued $141.70 in account credits for the handset. Additionally, T-Mobile issued a refund in the amount of $47.60 to Ms. [redacted] card used for the original order.
On January 31, 2017, T-Mobile contacted Ms. [redacted] and advised her of the changes made to her account with respect to her returned Samsung Galaxy S7 handset. Please note that Ms. [redacted] acknowledge the receipt of her refund. Please note that Ms. [redacted]’ account remains active with an updated balance of $182.82 for services prior to January 24, 2017.
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]’ 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.
Jason A[redacted]
Executive Response

I am emailing you because my problem was resolved with T-Moblie.  I got my refund back in a quick process.Thank you

August 23, 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 9, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his international roaming charges. In late 2013, T-Mobile began offering customers on eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying T-Mobile ONE plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note, there is no need to for customers to add a separate feature or service to the account before they travel.
In addition, T-Mobile recommends that Mr. [redacted] place international call blocking on each line of service on the account. Please note that this feature will block outbound international calls with T-Mobile except for the following situations:
• Dialing internationally while customers are roaming domestically on other service partners' networks;
• Sending international text messages to international mobile numbers.
• Receiving calls from international callers; and
• Calls to Canada and/or the US Virgin Islands (St. Thomas, St. John, St. Croix, and Water Island).
T-Mobile has reviewed Mr. [redacted]’s account and unfortunately we have no record of our international blocking feature being added to his account.
In the future Mr. [redacted] may www.my-T-Mobile.com to add the international block feature. Once logged in, Mr. [redacted] can follow the below instructions:
1. Select Blocking On means blocking is enabled. Off means blocking is disabled.
• To block/unblock international calling, texting, and data roaming select On or Off on the first option.
• To block/unblock international data roaming only, select On or Off on the second option.
It is important to note that users traveling to a country outside of Simple Global coverage will incur text charges at $0.50 per message sent or received and data roaming charges at our standard World Class rates of $15/MB (plus taxes & fees). Voice charges vary by country, and as such, T-Mobile recommends that customers visit www.t-mobile.com/international before they travel to see specific country rates.
Upon registering with the foreign network in a non-Simple Global country, customers receive a series of text messages informing them of the customer of applicable rates in the country in which they are located. The messages sent state:
• Free T-Mobile Msg: Welcome to <Vietnam>. Out of plan coverage. $0.50/text and <$5.99>/min talk. For info call us for free +1 505-998-3793
• Free T-Mobile Msg: Wi-Fi call charges are: FREE to the US, $0.20/min locally. To all other countries: long distance rates (as if originating from the US)
• Free T-Mobile Msg: CAUTION: Charges for web, email & apps while roaming up to $15/MB + tax. To opt out of data dial #763#, to opt in text #766#
Based on the warning text messages that were sent and Mr. [redacted]’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid.
In an effort to amicably resolve this matter, T-Mobile will agree to apply a one-time credit of $210.00 which represents half of the international charges applied to Mr. [redacted]’s billing statement dated August 4, 2017. Mr. [redacted]’s updated balance is $641.70 which is comprised of his remaining international usage charges and his applicable monthly recurring charges for his billing period from July 5, 2017 through August 4, 2017.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:I have reached out to the contact and we have been unable to successfully reach the agent. The issue still comes to that my decisions were based on the false information given by the representative in the store which were inaccurate at best. the contracts entered were made based on false information. Had I been told the truth there would not be an issue.
It is true part of my issue has been resolved reinstating my plan to the lower cost. As the additional line added was never needed or asked for.This line has been canceled. However there is still the issue of the phone purchase that was made when it was not needed. I hope to be able to talk to the TMobile customer service representative. I will reach out again to the provided customer service  4/13 in hopes to sync with them.
Sincerely,[redacted]

June 3, 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated...

May 27, 2016, regarding the above-referenced file number. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. T-Mobile regrets any inconvenience Mr. [redacted] might have experienced with unlocking his mobile device. We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay or Craigslist, may be blocked on our network based upon its history. Unfortunately, without being provided with Mr. [redacted]’s T-Mobile account number, mobile number, or the device IMEI, we are unable to complete our investigation and determine the specifics of Mr. [redacted]’s device. T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted]; therefore, he may contact me at the number below if he wishes to discuss this matter. T-Mobile also strongly recommends that Mr. [redacted] contact the third-party from whom he purchased the device. 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]-[redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

Please cancel this dispute. It has been resolved.

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washi**ton
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 17, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. ** regarding his refund. T-Mobile records indicate that on February 11, 2017, Mr. ** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 7 Pluses 128GB. Please note that our records show that Mr. ** then visited a T-Mobile retail store and paid the handsets in full.
On February 12, 2017, Mr. ** contacted T-Mobile Customer Care to request a Mobile Device Unlock. Mobile Device Unlock requests are approved for customers who meet the eligibility requirements; however, one of the eligibility requirements is it has to be 40 days or more since the device was first used. Therefore, on February 18, 2017, Mr. ** returned the devices back to the point of purchase. After further research T-Mobile was able to confirm that Mr. ** was not refunded for the devices.
Furthermore, in an effort to amicably resolve this matter, on April 27, 2017, T-Mobile sent a prepaid refund card with the amount of $1,739.98 to Mr. **’s address of record. Mr. ** should expect receipt of the refund card within the next 10 business days. Mr. ** may contact Citibank at 1-800-522-7458 to review status of the refund card. T-Mobile regrets any inconvenience this may have caused Mr. **.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bri**i** 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

Tell us why here...
June 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 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 May 30, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding her account.
T-Mobile records reflect that Ms. [redacted] purchased an iPhone 7 Plus 32GB on April 18, 2017. By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their 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 of $5.00, 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 indicate that prior to Ms. [redacted]’s contact with T-Mobile executive office, she was provided with a handset exchange at no cost for mobile number ending in 2003. T-Mobile records further indicate that per tracking number [redacted] the order was returned to the sender since it required a signature. Additionally, T-Mobile records indicate that Ms. [redacted] was also provided with a $50.00 credit towards the account on May 2, 2017, to cover the cost of the warranty processing fees she incurred.
However, upon speaking with Ms. [redacted] on June 8, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $308.00 for the remaining balance of the iPhone 7 Plus. The credit that was applied towards the handset reduced the balance to a zero balance. T-Mobile is delighted to confirm Ms. [redacted] accepted the credit as a resolution and we regrets any inconvenience to her.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail P[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I returned Ms[redacted]'s call on several occasions and left voicemails each time for her to return my call. However, my attempts to reach her have been unsuccessful as well. Needless to say, I stress the urgency to speak with someone in the corporate office because the associates at the T-Mobile store did not properly inform me of all disclosures, fees and costs associated with my service. The retails associates are not thorough or clear in their delivery of company information. In my several visits to the Rhode Island Row location the Store Manager nor the retail associates did not disclose the lease buy-out options during my visit. Furthermore, while completing the enrollment at the T-Mobile store, the associate directed me to bypass the wording on the  quick service terminal (QST ) and to continue to press "Next" or "Continue" (not sure of the exact wording on the screen), because the disclosure only contained information about the credit check, having access to the credit report and verifying my personal information. If the information on the screen contained information regarding the lease buy out options and other applicable fees, the associates should not instruct customers to bypass the information. This type of behavior is unprofessional and dishonest.
In addition, I put in a request with customer service to have a supervisor contact me because I purchased two tablets from T-Mobile on two different occasions, both of which were suppose to be free because there were holiday promotions in effect. For one tablet I received a gift card, no issue there, however the additional tablet I purchased during the summer I never received a gift card for and when I spoke with customer service they ensured me that I was not paying any fees or costs for the device, only a fee for the additional line. As of April 25, 2017 in reviewing my last several bills, I continue to be charged for each tablet, when in fact, I should only be responsible for one since I used the gift card for that tablet to pay my bill and not the device itself.
Sincerely,
[redacted]

July 10, 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 a letter dated June 27, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
We regret any account billing concerns Ms. [redacted] has experienced. T-Mobile records confirm that as of February 24, 2017, Ms. [redacted] is subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan for $110.00, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that the third line has an additional cost of $45.00 per month and any line after the third has a cost of $20.00 per month. Please note that lines ending in [redacted], and [redacted] are each subscribed to the Jump Insurance for $12.00 per month.
T-Mobile records indicate that on November 7, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 128GB device. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $149.99 and agree to a series of 24 monthly installments in the amount of $30.00. Additionally, on April 18, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S8 Plus device. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $130.00, and agree to a series of 24 monthly installments in the amount of $30.00. Ms. [redacted] also purchased a Samsung Galaxy S8 device with a down payment in the amount of $30.00, and agreed to a series of 24 monthly installments in the amount of $30.00.
T-Mobile records indicate that on April 24, 2017, per Mr. [redacted]’s request, T-Mobile activated the fourth line on the account ending in [redacted]. With the addition of this line, the rate plan was then changed to the T-Mobile One Unlimited Talk, Text, and Data for $180.00, which provides the four lines unlimited talk, text, and data. Please note that any additional line after the fourth has a cost of $20.00 per month.
On June 7, 2017, per Mr. [redacted]’s request, T-Mobile scheduled the cancellation of the line ending in [redacted] for June 14, 2017. Please note that the T-Mobile One rate plan for $110.00 per month, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds, was made effective as of June 24, 2017. Please note that the third line has an additional cost of $45.00 per month. With insurance and equipment charges included Ms. [redacted] may expect an estimated monthly recurring charge in the amount of $281.00.
Our records indicate that the billing statement dated June 24, 2017, included a prorated charge of $6.66 for the line ending in [redacted], which was adjusted on July 3, 2017, bringing the account balance to $212.34.
In a conversation with Ms. [redacted] on July 7, 2017, she stated that originally Mr. [redacted] had requested a T-Mobile Subscriber Identity Module (“SIM”) card not a new line of service. In this conversation it has been confirmed that the line of service is no longer on the account and the charge associated to this line has been adjusted.

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 10, 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 7, 2015, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to the Limited Warranty Exchange process. 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 retail location. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy Note 4 handset on November 15, 2014. By purchasing T-Mobile equipment, Mr. [redacted] received 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 their device via T-Mobile’s Handset Exchange Program. Alternatively, Mr. [redacted] can replace his device through a post-exchange program 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. T-Mobile records reflect that Mr. [redacted] participated in the Limited Warranty Exchange process on September 21, 2015 and November 9, 2015. As a courtesy to Mr. [redacted] and in an effort to amicably resolve the matter, on December 8, 2015, T-Mobile ordered Mr. [redacted] a new Samsung Galaxy Note 5 64GB Sapphire Black handset. Although it is outside the 14 day return period provided to Mr. [redacted] at the time of purchase to return his handset, T-Mobile will allow Mr. [redacted] to return the Samsung Galaxy Note 4 handset in good working condition, within 30 days of this letter, directly to my attention at: [redacted] Upon receipt of Mr. [redacted]’s handset, T-Mobile will close the remaining Equipment Installment Plan (“EIP”) of the Note 4 handset and issue a credit of $343.64 to the balance. Additionally, T-Mobile will apply a courtesy credit of $436.35 to Mr. [redacted]’s new EIP balance on the Samsung Galaxy Note 5 handset, reducing the remaining balance to $343.64, to be paid in 13 monthly installments of $28.34 per month. On Mr. [redacted]’s January 2, 2015, billing statement, T-Mobile will apply a courtesy credit of $146.79 for the Samsung Galaxy Note 5 handset’s down payment, plus the applicable taxes. Mr. [redacted] has accepted this as a resolution to his 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. Diana J[redacted] Executive Response

September 26, 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 19, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] is designated as an authorized user of the account under his full name [redacted]. We regret Mr. [redacted]’s experience with our Father’s Day Tablet On Us promotion. From June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers can receive an eligible tablet on us when signing up for a 1 GB or higher Mobile Internet (“MI”) rate plan and purchasing the tablet on an Equipment Installment Plan (“EIP”). T-Mobile records indicate that on June 16, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering and the promotion referenced above with the purchases of two eligible LG G Pad X 8.0 tablets. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Based on the above-referenced promotion at the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to pay $38.40, which is for the taxes on the full retail price of the equipment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00 per tablet. To be eligible for the promotion, Mr. [redacted] was required to make a purchase on EIP, activate a MI line, and submit for a rebate on the site T-Mobile.com/promotions. Upon meeting these requirements, within eight weeks of the online submission Mr. [redacted] would receive a prepaid rebate card of $240.00 per tablet. Please be advised however no submission for the rebate cards was received. 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 retail location and Customer Care. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile will allow Mr. [redacted] to return his two tablets directly to my attention within 30 days of the date of this letter at: Executive Response Attention: Kimo C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the tablets, T-Mobile will apply a credit to the account in the amount of $58.40 for the previously paid EIP monthly installments and taxes for the initial tablet purchases. T-Mobile recommends that Mr. [redacted] return the tablets via a traceable carrier and request a tracking number when shipping. T-Mobile has also cancelled each corresponding MI tablet line ending in [redacted] and [redacted]. Furthermore, we have waived and credited the remaining EIP balance of the two tablets reflected on Mr. [redacted]’s billing statement dated September 11, 2016, totaling $459.98. Along with $20.00 in shipping credit to return the tablets, Mr. [redacted]’s account returns to a balance of $244.76 for recurring service charges. Mr. [redacted] accepted these offers as resolution. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

February 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 January 29, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.   We regret to hear that Mr. [redacted] had any concerns regarding the use of his phone. According to our records on August 11, 2016, Mr. [redacted] purchased an Apple iPhone SE through our Equipment Installment Plan (“EIP”) while he was an active subscriber on T-Mobile account number [redacted], where Mr. [redacted] remains as an authorized user.   At the time of purchase, Mr. [redacted] was asked to make a down payment in the amount of $300.00 and agreed to series of 24 monthly installments in the amount of $4.17. Our records further reflect that on January 21, 2017, the account was cancelled for non-payment. Please note if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. Therefore, when the account was canceled on January 21, 2017, the remaining EIP balance of $74.97 was accelerated and posted to the outstanding balance.   Our records then reflect that on January 26, 2017, Mr. [redacted] activated an account in his own name with the account number mentioned above. He subscribed to the T-Mobile ONE rate plan and used the Apple iPhone SE that he purchased on the previous account; however he was unable to transfer the EIP since the account was currently delinquent and had to be current in order to complete the transfer.   As the balance on the account number [redacted], was not paid in full by the due date, on January 29, 2017, Mr. [redacted]’s device was blocked. T-Mobile has database to block phones that have not been paid in full.  A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (“IMEI”) to a global database and within 24 hours, the device is blocked from use on T-Mobile’s network.   Although, it is T-Mobile’s position that Mr. [redacted]’s device was blocked accordingly, as a courtesy and in an effort to amicably resolve his concerns, we have unblocked the IMEI and issued a onetime credit of $74.97 to close the EIP as paid in full. Please note that on February 7, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 12, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.
We regret any inconvenience to Mr. [redacted] regarding our JUMP! On Demand (“JOD”) lease program and we appreciate the opportunity to address his concerns. T-Mobile records indicate on October 31, 2017, Mr. [redacted] took advantage of his JOD upgrade option and leased two Apple iPhone X 64GB Space Gray devices for the lines ending in [redacted] and [redacted]. The new devices were priced at $747.99 each and Mr. [redacted] agreed to 18 monthly installments of $41.56 and a Purchase Option Price (“POP”) of $252.00 each. For both lines of service, Mr. [redacted] turned in both his previous Apple iPhone 7 Plus 32GB Black devices and the leases were effectively closed that same day. However, as Mr. [redacted]’s billing cycle had just started on October 25, 2017, the new billing statement included both the lease charges for both iPhone 7 Plus devices for a total of $68.59.
It is important to note, as device upgrades with our JOD program would have to be done in the middle of a billing cycle, it is inevitable to avoid being charged for both the previous device and the new device on the same billing statement. T-Mobile has provided this information to Mr. [redacted] for future reference.
Nonetheless, in an effort to amicably resolve Mr. [redacted]’s concern, on December 15, 2017, T-Mobile applied a credit of $68.59. Mr. [redacted] accepted the credit and the explanation of the JOD lease charges as resolution to his concerns. On December 16, 2017, Mr. [redacted] remitted a payment for a revised balance of $251.76 leaving his account at a zero balance. We regret any inconvenience to Mr. [redacted] regarding this matter and we appreciate his time and efforts in resolving it.
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

August 9, 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] & [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated August 2, 2016, regarding the above-referenced account. T-Mobile regrets any Change of Responsibility (“COR”) concerns Ms. [redacted] has experienced. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate that on June 5, 2016, Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] were transferred from the account number [redacted] to account number [redacted]. After the transfer was complete, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung J7 handsets. 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. T-Mobile investigated this matter and found that the COR for Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] was processed on June 24, 2016. As of that date, Ms. [redacted] was no longer financially responsible for the mobile numbers ending in [redacted] and [redacted]. It is important to note that the above-mentioned EIP balances were not transferred to the new account at the time of the COR. When the account was canceled on June 24, 2016, the remaining EIP balance of $459.98 was accelerated and posted to the final billing statement dated July 7, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Nevertheless, on August 8, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $459.98 to the account number [redacted] for the remaining EIP balances for the two Samsung J7 handsets. Account number [redacted] remains closed with a zero balance. Additionally, T-Mobile issued a courtesy credit of $136.00 to account number [redacted]. Account number [redacted] currently reflects a credit balance of $136.00. 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. William B[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced account. T-Mobile appreciates being given the opportunity to review and address Mr. [redacted]’ concerns.
T-Mobile records indicate the above mentioned account was activated March 16, 2017, with two lines of service, one voice line and one data line. We have confirmed that Mr. [redacted] was enrolled in the T-Mobile ONE taxes included rate plan at the time of activation for $75.00 each line of service as voice lines and data lines require their own rate plan. Each data line combined with a voice line qualifies for a monthly discount of $50.00. Additionally, T-Mobile offers an AutoPay discount of $5.00 off per line of service, which would bring Mr. [redacted]’ monthly recurring charges to $90.00 per month. Please be advised however we show no record of Mr. [redacted] being enrolled in our AutoPay program to receive this monthly discount.
T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list. This Discount Program was referred to as the T-Mobile Advantage Program. This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers were required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. The $50.00 one-time credit offer is available with the grandfathered Advantage Program based on the individual discount offered. T-Mobile has confirmed that Mr. [redacted] did qualify and was enrolled in the Advantage program.
Our records indicate that the account was canceled on May 20, 2017, due to non-payment. The account reflected a balance of $200.00 at this time. Upon speaking with Mr. [redacted] and in an effort to amicably resolve his concerns, on June 12, 2017, T-Mobile agreed to apply a $30.00 courtesy credit toward the balance for the equivalent of a $10.00 discount on each one of the bill statements produced while the account was active. Mr. [redacted] was satisfied with this resolution. T-Mobile regrets any confusion Mr. [redacted] experienced due to this matter.

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

February 10, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated February 1, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Ms. [redacted] regarding our Apple iPhone 7 Trade-Up offer. As part of our September Apple iPhone trade-up offer, T-Mobile allowed customers to trade-in their fully paid off qualifying handset to T-Mobile and in exchange receive an Apple iPhone 7 at no cost or a reduced cost after promotional monthly bill credits. However in order to qualify for this promotional offer, customers were required to be on our T-Mobile ONE rate plan or a qualifying unlimited rate plan and trade-in a qualifying handset. T-Mobile has reviewed Ms. [redacted] upgrade order and found that she agreed to trade-in her Apple iPhone 6s and Apple iPhone 5s toward the purchase of her two Apple iPhone 7 Plus 32 GB handsets. Unfortunately in our review, T-Mobile has not received Ms. [redacted]’ two trade-in handsets at our return center. As such, Ms. [redacted] was not qualified for our Apple iPhone Trade-Up offer or the monthly bill credits toward the applicable Equipment Installment Plan. In an effort to amicably resolve this matter, T-Mobile has agreed to apply an adjustment of $656.25 toward Ms. [redacted]’ Apple iPhone 7 Plus associated with her mobile number ending in [redacted] and $400.25 toward her equipment associated with mobile number ending in [redacted]. Ms. [redacted]’ remaining balance on her Equipment Installment Plan associated with mobile number ending in [redacted] is $256.00. The remaining Equipment Installment Plan balance for mobile ending in [redacted] represents the unpaid portion of the $370.00 out-of-pocket cost for purchasing a Apple iPhone 7 Plus 32 GB with a trade-in of an Apple iPhone 5s. Ms. [redacted]’ remaining balance for her mobile number ending in [redacted] is zero as the out-of-pocket responsibility for an Apple iPhone 7 Plus 32 GB with a trade-in of an Apple iPhone 6s was $120.00. As Ms. [redacted] has already remitted payments totaling $113.25 toward her Apple iPhone associated with mobile number ending in [redacted], T-Mobile has agreed to waive the remaining balance. T-Mobile does regret any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Martin [redacted] Executive Response

April 4, 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 30, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] via email, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. Please note that the email sent to Ms. [redacted] provided the below contact information.
T-Mobile regrets any further concerns Ms. [redacted] has experienced regarding our previous response dated March 24, 2017, regarding her account concerns. As stated in our aforementioned response, T-Mobile records confirm that, on February 3, 2017, a payment in the amount of $254.64 posted to Ms. [redacted]’s account. However, as this payment did not bring the account to a current status, on February 4, 2017, Ms. [redacted]’s account was suspended for non-payment. Anytime an account carries a past due balance, it may be subject to suspension and or cancellation.
On February 14, 2017 a billing statement generated reflecting a past due balance of $468.24 and new charges in the amount of $45.22 for a total balance due of $513.46. Due to continued non-payment, on March 2, 2017, Ms. [redacted]’s account was cancelled for non-payment.
Records confirm that, on March 3, 2017, a payment in the amount of $369.51 posted to Ms. [redacted]’s account at which time her balance was reduced to $143.95 which was due on March 7, 2017. It is important to note that on page one of Ms. [redacted]’s billing statement dated March 15, 2017, the above-referenced payment and outstanding balance are reflected. Additionally, on March 3, 2017 as payment was received, Ms. [redacted]’s service was restored from cancelation. T-Mobile has confirmed that Ms. [redacted] has no other T-Mobile accounts.
According to our records, on March 17, 2017, T-Mobile sent Ms. [redacted] an SMS text message to the line ending in 0251 advising her of her outstanding balance of $143.95 which was due immediately and payment was needed to prevent further service interruption. Please be advised that T-Mobile did not received further payments toward the account balance.
In an effort to resolve the matter, on March 23, 2017, T-Mobile applied a credit to Ms. [redacted]’s account in the amount of $143.95 to update her past due balance and bring her account to a current status. As such the balance was updated to a balance due of $232.62 which consists of monthly access charges, monthly Equipment Installment Plan charges, monthly JUMP! On Demand lease installments, applicable taxes, and fees for the billing statement dated March 15, 2017, and is due on April 7, 2017. It is T-Mobile’s position that this balance is valid and owed. Ms. [redacted] can contact our Customer Care department at 1-800-937-8997 to make arrangement for payment or may remit payment to the address listed on her billing statement.
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 to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

Complaint: [redacted]
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Friday, March 31, 2017 2:27 PM To: Complaints <[email protected]> Subject: Complaint #[redacted]   When I received the response from T Mobile there were two options. Reject or Accept. I did not want to reject the response from TMobile on my complaint because the majority of my complaint was resolved. The part that was not resolved was the $35.00 glass protective cover for the i7 phone. Therefore I could not select the resolved option either. The T-Mobile respondent, Cesar R[redacted] included contact information and said I should call him if there were still any questions. I called Mr. R[redacted] on the same date that I received the response from the Revdex.com, but to date received no response from Mr. R[redacted]. Mr. R[redacted] states in his response that the glass cover was already moved from my account but in fact it remains on my account.   Now the Revdex.com has closed the matter for lack of response from me. However, as I explained above I could not select either of the options allowed.   Sincerely,   [redacted]