T-Mobile Usa Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 I spoke with T-Mobile's Executive Office - on March 17, 2017. I was advised T-Mobile would honor the promotion and I would receive the equipment and the newly activated line at no charge. On March 20, 2017 I received the equipment (Samsung J7).  Later that afternoon I was contacted by T-Mobile representative (Nicole) who honored her word and called me back concerning this issue. She also informed me that T-Mobile would be able to add the promotion to my newly activated line and she needed my approval to proceed. I assured her I was pleased with the final outcome and she confirmed she was adding the appropriate "No Charge" code to my account.  I spoke with Nicole's supervisor (Joe) to let him know how much I appreciated the Resolution efforts made by Nicole to assist me and make things right for the customer.  I would also like to thank the Revdex.com for mediating this process to a successful conclusion.
Sincerely,
[redacted]

September 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 August 26, 2017, regarding the above-referenced account.
T-Mobile appreciates being given the opportunity to review and address Mr. [redacted]’ concerns regarding the above-mentioned account. After careful review, we have confirmed that Mr. [redacted]’ account incurred international calling charges from June 15, 2017 through August 14, 2017 as the international calls went across the T-Mobile network. Please note that while applications may be available through the App store, T-Mobile is unable to guarantee the functionality of the application. Furthermore, it is very important that any dialing instructions be followed precisely. If a call is made by entering the on-device phone book and pressing send, that call goes across the T-Mobile network and not through the application. As such, it is also important that when using third-party calling applications, that customers not enter their on-device phone books.
Upon speaking with Mr. [redacted] on August 28, 2017, T-Mobile confirmed that the international charges were considered valid as the T-Mobile network was used to place the calls. Mr. [redacted] was also advised that we are unable to guarantee any third-party services or honor what they offer. Nevertheless, as a one-time courtesy, Mr. [redacted] received an account credit in the amount of $11.13 to cover the international charges on the billing statement dated August 15, 2017, leaving a credit balance of $11.13.
Additionally, Mr. [redacted] opted to add the Stateside International feature for $15.00 per month on the line ending in [redacted]. The Stateside International feature provides calling and texting to other countries from the U.S at a discounted rate. We apologize for any inconvenience this matter has caused 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.
Felicia P[redacted]
Executive Response

July 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2016, 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 concerns Mrs. [redacted] may have experienced regarding the use of her T-Mobile service. Our records indicate that on June 17, 2016, Mrs. [redacted] contacted Technical Support to report issues with making and receiving calls in addition to slow data speeds. At that time, the appropriate troubleshooting steps were performed and completed successfully to resolve the Mrs. [redacted]’s concerns. Upon speaking with Mrs. [redacted], she confirmed that her concerns have been resolved to her satisfaction. However, she reported issues with the use of the mobile hotspot feature with the handsets associated with the mobile numbers ending in [redacted] Accordingly, the appropriate troubleshooting steps were completed to resolve Mrs. [redacted]’s additional handset concerns. As a means of amicable resolution and as a gesture of good will, T-Mobile applied a courtesy credit in the amount of $100.00 to Mr. [redacted]’s account, resulting in a remaining balance of $377.18. T-Mobile regrets any inconvenience to Mrs. [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. Emilio [redacted] M[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
 
There were not several attempts to contact us. An email was sent and replied too and one voice message was left with the resolution. There were no other emails or messages. The amount sent to the collection agency was $31.30 not the $25 and some cents T Mobile credited. The voice message that was left with resolution on 11-8 stated that the account is now a $0 balance. We would like this confirmed in writing.Sincerely,[redacted] And [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]My iphone 6 was purchased at TMobile retails store, I did not purchase device directly from Apple store, TMobile must have some kind of purchase history, had I known my phone will be useless in two years I have kept the receipt, or maybe never purchased the device in the first place. I cant accept TMobile's responce just because they dont have a copy of my receipt, that is a very lame excuse

December 4, 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 November 26, 2015, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding signing up for T-Mobile’s Free Data for Life promotion. On October 31, 2013, T-Mobile launched the Free Data for Life pass which is available for tablets purchased directly through T-Mobile as well as eligible tablets that work on T-Mobile's network. This offering is available to both new and existing customers and comes with a 200 MB Free Starter data package on our 4G LTE network, where available. As part of this offering, the customer is not required to have a voice package provided that the device using the pass has been paid for in full. The Free Data for Life pass activation process, which may be completed as a postpaid option with the choice to use the Equipment Installment Plan (“EIP”) or as a Pay in Advance option, is automatic after the customer completes the on-device registration through the Mobile Internet Management (“MIM”). The MIM is an on-device self-service portal that allows customers to create an account, link their device to an account or manage their account directly from their Mobile Internet device. Once the on-device registration is completed, the 200 MB of free data is activated and renews automatically every 30 days. It is important to note that the Free Data for Life pass may only be used on the original tablet whose IMEI is captured at the time of activation. T-Mobile regrets any problem Mr. [redacted] has experienced applying the 200 MB of free data. In an effort to amicably resolve this matter for Mr. [redacted], on December 3, 2015, T-Mobile manually applied the 200 MB of free data. Going forward the 200 MB of free data will renew automatically every thirty days from the activation date. Upon speaking with Mr. [redacted] he accepted this as resolution. 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. Zachary S[redacted] Executive Response

April 6, 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 we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding the allegation of fraud and recent collection attempts. T-Mobile has completed its investigation of this matter and determined that the allegation of fraud has been substantiated. Therefore, Mr. [redacted] has been absolved of all financial responsibility for this account. In addition, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Mr. [redacted] should allow approximately 90 days for this information to be reflected on his credit report. Upon speaking to Mr. [redacted], on March 31, 2017, he confirmed the matter is resolved and he has no further concerns. 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.
Brandon M[redacted] Executive Response

August 31, 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 August 22, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] had in regards to his experience with T-Mobile’s customer service. T-Mobile records indicate on August 20, 2016, Mr. [redacted] spoke with our Customer Care department who advised to add a new line of service it would be an additional $30.00 per month. On August 29, 2016, we spoke with Mr. [redacted] and confirmed he is currently on our $80.00 Simple Choice North America Unlimited Talk, Text and Data for two lines of service. Mr. [redacted] is paying $15.00 for 6GB Data & Smartphone Mobile HotSpot on his line ending in [redacted] and the 2GB Data & Smartphone Mobile HotSpot on the new line ending in [redacted] does not incur additional monthly charges. T-Mobile has confirmed that Mr. [redacted]’ is on the best available rate plan that includes two lines of service. If Mr. [redacted] would like to lower his monthly access charges he may remove the 6GB data plan to add the 2GB feature mentioned above. Upon speaking to Mr. [redacted] he stated he was satisfied with his new rate plan and he was advised he may review his rate plan options and available features online at MyT-Mobile.com. T-Mobile regrets any inconvenience this may have caused 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. Daniel R[redacted] Executive Response

Tell us why here...
October 9, 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 26, 2017, regarding the above-referenced account. T-Mobile made several attempts to contact Ms. [redacted] without success. As such, we will be responding to Ms. [redacted]’ concerns within this letter.
T-Mobile regrets any inconveniences Ms. [redacted] may have encountered with her above-referenced account. In reviewing Ms. [redacted] account, our records show that on August 7, 2017, Ms. [redacted] billing statement was provided to her showing an outstanding balance of $455.76, which included a past due balance of $225.74, and current charges of $230.02 for services from August 7, 2017, through September 6, 2017. Between the dates of August 14, 2017, through August 27, 2017, Ms. [redacted] made payments totaling $230.74 with her MasterCard ending in 5707, which brought her balance to $225.02. Please note that T-Mobile may charge an $8.00 payment support fee when making payments through Customer Care. Therefore, since Ms. [redacted] made one of the payments through Customer Care she was assessed the payment support charge brining her balance to $233.02.
T-Mobile records indicate that on September 7, 2017, Ms. [redacted] set up a two-part payment arrangement on www.T-Mobile.com, wherein, she agreed to pay $46.60 on September 21, 2017, and $186.42 on October 5, 2017. Additionally, our records confirm that on September 7, 2017, Ms. [redacted] billing statement was provided showing an outstanding balance of $464.95, which includes the above past due balance and current charges of $231.93 for services from September 7, 2017, through October 6, 2017.
It is important to note that on September 16, 2017, Ms. [redacted] August 27, 2017 payment of $161.74 was returned as unpaid from her financial institution. Please note that if a customer defaults on a payment arrangement or if a payment is returned which has been agreed to, then collection activity automatically resumes on the account. Our records indicate that on September 21, 2017, Ms. [redacted] made a payment of $41.60 as agreed for her payment arrangement. However, since Ms. [redacted] payment was returned, her account was suspended on September 24, 2017. It is T-Mobile’s position that Ms. [redacted]’ account was appropriately suspended.
On September 26, 2017, Ms. [redacted] contacted Customer Care and she made a payment of $105.14, which restored service to her account. If we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted] account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. However, as a courtesy these fees were waived by Customer Care when service was restored to her account. As of the date of this letter, Ms. [redacted] account is active with an outstanding balance of $504.95. 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.
Ruby Q[redacted]
Executive Response

November 7, 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 October 28, 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 Mr. [redacted]’s concerns within this letter. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we are unable to release any account information to Mr. [redacted]; however we have attempted contact with Mr. [redacted] to discuss the Mobile Device Unlock code request and requirements. The account holder of record may add [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. T-Mobile’s Executive Office would like the opportunity to work with Mr. [redacted] to attempt to provide him with a satisfactory resolution regarding his request for the Mobile Device Unlock Code’s for the two Apple iPhone 7 devices that were purchased at Best-Buy. It is important to note that Mobile Device Unlock Codes are available to customers who meet our eligibility requirements such as: • The account must be in good standing. • There has to be continuous usage of the device for at least seven days. • An unlock code for the same line of service cannot be provided within a 90 day window. • Only two unlock codes per line of service are provided in a 12 month period. • The device should be sold through T-Mobile or a T-Mobile authorized dealer. Mr. [redacted] may contact me at the below number when he has the opportunity to discuss the referenced devices. 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. Lupe C[redacted] Executive Response

March 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 March 27, 2017 regarding the above-referenced account.
T-Mobile is delighted that Mr. [redacted] has chosen T-Mobile as his [redacted] service provider and we welcome him to the Un-carrier-family. We regret to hear that Mr. [redacted] has concerns regarding our recent promotion and we appreciate the opportunity to address the matter.
Please be advised that our 2017 Tax Time Switcher Offer was available from January 5, 2017 and for a limited time only and offered a $150.00 rebate card after submission for each line ported to a qualifying rate plan. It is important to note that this promotion did require that the lines ported to T-Mobile be ported either from [redacted] or from [redacted]. As, Mr. [redacted]’ lines were not ported from either of these carriers, his submission was denied. [redacted], regardless of any other affiliation, was not included in this promotion.
However, on March 28, 2017 Mr. [redacted] contacted our Customer Care team at which time, in an effort to amicably resolve the matter, his rebate cards were approved though not qualified for the promotion. Mr. [redacted] should allow six to eight weeks to receive his rebate cards. We regret any inconvenience to Mr. [redacted] regarding this promotion.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext[redacted].
Very truly yours,
T-MOBILE USA, INC.
David T[redacted] Executive Response

December 30, 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 27, 2015, regarding the above-referenced account. T-Mobile regrets any misunderstanding surrounding T-Mobile’s policy regarding account permissions for Authorized Users and any concerns surrounding the receipt of Ms. [redacted]’s final bill. Please be advised that an Authorized User is a person who is at least 18 years old (at least 21 years old in Puerto Rico) and is allowed to complete all account change requests except account cancellations and change of responsibility. It is important to note that these changes may create additional monthly recurring charges and one-time fees. The billing responsible party is held responsible for changes made by any Authorized Users and any related charges or fees. T-Mobile records indicate that on December 24, 2014, an Authorized User on Ms. [redacted]’s account, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Alcatel Fierce 2 handset and accessories. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Accordingly, [redacted] was asked to make a down payment in the amount of $115.46 and agree to a series of 24 monthly installments in the amount of $4.06. 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. This information is disclosed within the EIP agreement provided at the time of purchase. When the account was canceled on August 9, 2015, the remaining EIP balance of $69.15 was accelerated and posted to the final billing statement dated September 8, 2015. It is T-Mobile's position that the remaining EIP balance is valid and owed. Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued an account credit in the amount of $69.15 for the equipment ordered by Mr. [redacted] Additionally, Ms. [redacted] has remitted payment in the amount of $102.85 for her LG G2 device billed under EIP that was accelerated during cancellation. Ms. [redacted]’s account remains cancelled with a zero balance. Please be advised that Ms. [redacted]’s credit has not been impacted by her T-Mobile account. 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. Ty R[redacted] Executive Response

July 14, 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 July 6, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. According to our records, on April 12, 2016, Ms. [redacted] activated her T-Mobile account through [redacted]. At that time, Ms. [redacted] purchased three iPhone 6S handsets, a Samsung Galaxy S7 handset, an iPad Mini tablet, and a Samsung Galaxy Tab device through our Equipment Installment Plan ("EIP") program. On April 21, 2016, Ms. [redacted] purchased a screen protector and protective case for a Samsung device and a pair of earphones through our EIP program. At the time of purchase of the four above-referenced handsets, T-Mobile records confirm that Ms. [redacted] traded in her previous carriers handsets. It is important to note that the trade-in of a device is a final transaction. Pursuant to the agreement signed at the time of the trade-in, Ms. [redacted] agreed to and accepted terms which included statements such as “You are giving up full ownership rights to the Handset”, “the sale of Your Handset is final, non-refundable and non-returnable (unless otherwise required by law)”, and finally, “By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions”. Please be advised that the above information applies even when cancellation of service is requested and processed within the purchased handset’s return period. T-Mobile retail stores and our dealer locations do not retain traded-in handsets; they are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to Ms. [redacted], we are unable to return her handsets as they are no longer in the possession of the store where she activated service. Our records confirm that Ms. [redacted]’s account is subscribed to the Business Family Unlimited Talk, Text and 6GB for 2-12 Lines rate plan starting at $80.00 for the first two lines and $20.00 for each additional line per month. According to our records, on July 2, 2016, Ms. [redacted] contacted Customer Care at which time she stated she wanted insurance on her lines of service. Pursuant to Ms. [redacted]’s request T-Mobile added the JUMP! feature to the mobile numbers ending in [redacted] and [redacted] for an additional $12.00 per line of service per month. The estimated cost per month for the services described above, including Ms. [redacted]’s EIP is $323.97 before applicable taxes and fees. Although Ms. [redacted] is now beyond her return period, in an effort to amicably resolve the matter, T-Mobile is offering a 30-day period in which Ms. [redacted] may return her equipment to my attention at the following address: [redacted] Upon receipt of Ms. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to credit the remaining amount owed on the associated EIPs, in the amount of $3,549.91. T-Mobile recommends that Ms. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handsets, chargers, and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. We also ask that Ms. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to Ms. [redacted] if the application is enabled. Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer. Furthermore, please note that T-Mobile was not party to the contract signed between [redacted] and Ms. [redacted] and as such, we cannot speak to any additional fees that [redacted] may charge Ms. [redacted] to cancel the account. Should Ms. [redacted] have any concerns about any additional amounts charged by [redacted], or should she wish to discuss the matter further, then she may contact me directly for additional assistance. 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

July 14, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 1, 2017, regarding the above-referenced account.  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 Mr. [redacted]’ concerns within this letter.   We regret any inconvenience Mr. [redacted] has experienced regarding our handset purchase and lease programs and we appreciate the opportunity to address his concerns.    T-Mobile records confirmed that on November 25, 2015 took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus 16GB Gold device for the line of service with mobile number ending in [redacted].  As Mr. [redacted] is aware, JOD is a lease option in customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.  However, they have the option to cancel their lease and return their handset at any time during the lease term.  If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time.  If the handset is not returned at the time the lease is ended, the total remaining balance for the Purchase Option Price (“POP”) of the handset is assessed on the next month billing statement.  A copy of Mr. [redacted]’ JOD Agreement that clearly indicates the 18 monthly instalments and a POP is attached here for reference.   The text messages Mr. [redacted] is referring to are customer service messages that were intended to advise him of the impending end of his lease and the options he had available to him, including a nine-month, no interest Purchase Option Installment Plan (“POIP”). The first notification is sent out via text message 60 days before the end of lease.  Another text notification is sent 30 days before end of lease and again five days before then of end of lease with the final notification the day the JOD lease has ended.  T-Mobile regrets any inconvenience to Mr. [redacted].   At the time of Mr. [redacted]’ JOD lease agreement, the device in question was priced at $749.99 and Mr. [redacted] agreed to an 18 monthly lease payments of $31.00 each. As such, at the end of Mr. [redacted]’ lease, he was required to either return his device or upgrade to a new device or if he chose to keep it, he was required to pay the POP of $191.99 plus taxes with the following billing statement.  As Mr. [redacted] opted out of our POIP option, on June 14, 2017, the POP of $191.99 plus taxes for a total of $204.18 was billed to Mr. [redacted] account for the billing from May 19, 2017, to June 18, 2017, for a total balance of $901.67 due on July 11, 2017.    As a courtesy, on July 13, 2017, T-Mobile issued a credit for the POP charges plus taxes in full; this brought the balance down to $697.49. However, Mr. [redacted] made a payment of $361.19 on July, 4, 2017, which was applied to the past due balance for the bill from April 19, 2017, through May 18, 2017. Mr. [redacted]’ account remains active with a past due balance of $336.30 which was due on July 11, 2017. T-Mobile regrets any concerns to Mr. [redacted] regarding this matter   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Sal O[redacted] Executive Response

November 9, 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 November 3, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] experienced regarding the handset that was blocked and his most recent equipment purchase. As previously stated in our response on October 26, 2015, T-Mobile blocks phones that have been lost, stolen or obtained fraudulently from being reactivated which helps reduce the amount of handset fraud that occurs when equipment has been acquired by fraudulent methods. Regrettably, this is the case with t Mr. [redacted]’s device and as such his device cannot be used on our network. Our records confirm that on October 20, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of a Samsung Galaxy S5 handset as a result of the above mentioned handset being blocked. Nevertheless, on October 26, 2015, T-Mobile removed the block from Mr. [redacted]’s handset. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile has offered, upon receipt of the handset in like new condition to the address provided below, to remove the EIP from Mr. [redacted]’s handset. Additionally, T-Mobile as offered to refund Mr. [redacted]’s purchase in the form of a prepaid refund card. [redacted] T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handset, battery, charger and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (I.E., missing a battery or charger) a $40.00 restocking fee will be deducted from the credit offered above. If the device has sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Mr. [redacted]. Mr. [redacted] must have the equipment postmarked for return no later than December 5, 2015. 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. Ruben A[redacted] Executive Response

Tell us why here...
May 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

To Whom It May Concern:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, 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 to hear of any further concerns Mr. [redacted] has experienced regarding our previous response to your file number dated April 11, 2017, to which this matter is directly related. Pursuant to our email conversation with Mr. [redacted], on April 13, 2017, in an effort to amicably resolve the matter T-Mobile offered a 30-day period in which Mr. [redacted] may return his iPhone 6S handset to my attention at the following:
T-Mobile USA, Inc.
Attn: Brandon M[redacted]
c/o Executive Response
[redacted]
Upon receipt of Mr. [redacted]’ equipment, in an acceptable condition, T-Mobile agrees to submit for a prepaid debit card in the amount of $545.28 for the full retail cost of the iPhone 6S handset. Please be advised that we have not received Mr. [redacted]’ equipment return. Nevertheless, in a continued effort to amicably resolve the matter, T-Mobile is extending our previous above-referenced offer for a period of 30 days from the date of this letter.
T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the handset and charger within the box to ensure that he receives the proper refund upon receipt of the handset. We also ask that Mr. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application as the device will be returned to him if the application is enabled. Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the balance will then be considered valid and owed. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter in order to take advantage of this offer. 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 [redacted] ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would further like to add that Chris is the consummate professional. He read all of the issues I have been experiencing over the past 8 months before calling me and had an offer prepared immediately. It is my hope that tech support gets on the same page and has better answers for customers that may experience the same issues.
It has been my pleasure working with Chris and though I hope it is not necessary, I have his permission to contact him directly in the future if need be.
Thank you to everybody involved in this matter.Sincerely, [redacted]

Hopefully my next bill will reflect the corrections and credits. Otherwise, I will reach out to to T mobile to correct the issue. 
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]

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 28, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] encountered in regards to her Mobile Internet line ending in [redacted].
T-Mobile records indicate on November 21, 2014, Ms. [redacted] activated a mobile internet line of service to her existing account. At that time the mobile internet line was activated, T-Mobile was offering our Black Friday Get a Tablet On Us promotion. This offer allowed customers who activated or upgraded a Simple Choice Mobile Internet plan to receive an Alcatel One Touch Pop7 tablet for free after monthly bill credits. Records do confirm that Ms. [redacted] took advantage of this promotion and an Alcatel Tablet was added to the account following the activation of the mobile internet line ending in [redacted].
At the time of activation, the mobile internet line was placed on a Simple Choice North America Match your phone data up to 5GB plan for $10.00 a month. From November 21, 2014 to August 23, 2016, the mobile internet line ending in [redacted] continued to receive monthly bill charges of $10.00. On August 11, 2016, the line was moved to a $20.00 5GB mobile internet plan. Ms. [redacted] had existing voice lines which qualified her for a $10.00 monthly discount.
On March 27, 2017, Ms. [redacted] contacted Customer Care and requested to have mobile internet lines ending in [redacted] canceled. Upon further review our records confirm no previous requests for cancelation was made.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. Outside of T-Mobile policy and as a one-time exception to resolve this matter T-Mobile has offered a credit of $60.00 which would be equivalent to six months of the disputed usage charges for the mobile internet line. If Ms. [redacted] would like to accept this offer we respectfully request that she contact me within 14 days of the date of this letter, directly at the number below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted] Executive Response

August 12, 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 Prepaid Account No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 7, 2015, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. Upon speaking to Ms. [redacted] on August 7, 2015, T-Mobile applied a $2.00 credit toward Ms. [redacted] Pay In Advance account which is equivalent to 20 minutes which Ms. [redacted] confirmed that her concerns have been fully resolved. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our ECR. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response