T-Mobile Usa Inc

October 25, 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 October 19, 2017, regarding the above-referenced account.    T-Mobile regrets to hear that Ms. [redacted] is experiencing concerns with her coverage and or handset while she is a customer with T-Mobile.  Our goal is to provide our customers with the best experience possible.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors that may interfere with actual service, quality, and availability.   Please be advised that T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered with our Customer Care.  T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.   Our records indicate that Ms. [redacted] lives in a 4G LTE coverage area and modernization of the 4G LTE has been completed as of October 17, 2017.  Unfortunately during modernization; it may have caused coverage issues until the modernization efforts are completed.  Customers may view tower inquiry information and request status updates on our ever expanding network coverage on www.t-mobile.com/coverage.     It is important to note that we have no records of Ms. [redacted] contacting us with concerns regarding her coverage prior to October 23, 2017 or has performed any troubleshooting with our Customer Care.  Please be advised that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage.    In regards to Ms. [redacted]’s account billing, our records confirm that as of October 23, 2017, Ms. [redacted] has five mobile numbers and is subscribed to our Simple Choice North America Unlimited Talk, Text, and 10GB of 4G LTE data 4 lines for $120.00 per month.  Ms. [redacted] pays $20.00 for her fifth additional line and has equipment protection on all of her lines for $50.00 per month.  As such, Ms. [redacted]’s monthly access charges are $190.00 before applicable taxes.  Ms. [redacted] is also participating in our JUMP! On Demand (“JOD”) lease program for a total of five devices and pays $143.11 per month, which brings her monthly total to $333.11 before applicable taxes.    Our records confirm that on February 21, 2016, Ms. [redacted] participated in our JOD program wherein she leased a Samsung Note 5 handset for the mobile number ending in 6435.  Ms. [redacted] was required to pay a capital cost down payment of $54.00 and she agreed to 18-monthly lease installments of $26.00.   JOD customers have the option to purchase their device by performing a Buyout, which is purchasing the device by paying the purchase option price plus taxes.  If lease monthly installments remain, customers also pay the remaining installments and taxes.  Ms. [redacted] was able to perform a Buyout with our Customer Care and T-Mobile did send notifications to the mobile number.  As no response was received by Ms. [redacted], her final Buyout purchase option price of $177.99 was billed on to her billing statement dated September 19, 2017.    As of October 23, 2017, Ms. [redacted]’s account balance is $938.52, which consists of her final purchase option price of $177.99 for her Samsung Note 5 handset, monthly access charges from September 19, 2017 through November 18, 2017, monthly lease payments, and applicable taxes.  It is T-Mobile’s position that Ms. [redacted] was billed accordingly to her rate plan, handset, and features.  It is also our position that the balance is valid.   In an effort to amicably resolve this matter, Ms. [redacted] may contact me at the number provided below or visit her nearest T-Mobile store to perform troubleshooting steps for any coverage concerns. Additionally, T-Mobile placed Ms. [redacted]’s account on hold for payment until October 31, 2017.  T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ligia 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.
Sincerely,
[redacted]  [redacted]

July 13, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
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 file number.
T-Mobile regrets any concerns Ms. [redacted] has in regards to the credit inquiry. Individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit. Similarly, any post-paid customers who wish to purchase new equipment and finance it through our Equipment Installment Program (“EIP”) are also required to consent to a check of their personal credit. Based on an individual’s personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service. In addition, for any customer asking to use the EIP program to finance equipment, the credit check provides information about what T-Mobile can offer that individual for financing terms.
Based on our records, it appears that Ms. [redacted] attempted to activate service on September 14, 2016, but never fully completed the activation of an account. If the applicant walks away rather than complete the activation under the terms offered, we must send the potential customer a letter. As such, Ms. [redacted] was sent an Adverse Action letter to the address provided in her correspondence to your office, as required under the Fair Credit Reporting Act (“FCRA”). T-Mobile regrets any confusion or misunderstanding the Adverse Action letter may have caused.
However, if Ms. [redacted] feels that there is an error with her credit report, we recommend that she dispute it directly with the credit bureaus. Here is the contact information for the three major credit bureaus:
• TRW/Experian
PO Box 949
Allen, TX 75013-0949
(888) 397-3742 • Equifax
PO Box 740256
Atlanta, GA 30374
(800) 525–6285 • Transunion
PO Box 6790
Fullerton, CA 92834
(800) 680-7289
Fax (714) 447–6034
Ms. [redacted] may also initiate a dispute with each credit bureau at their respective websites:
For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action
For Experian: http://www.experian.com/disputes/main.html
For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-credit
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
 
Very truly yours,
T-MOBILE USA, INC.
Andrew S[redacted] Executive Response

August 23, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 August 12, 2017, regarding the above-referenced account.  We have made 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. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to the billing for his account. T-Mobile records indicate Mr. [redacted]’s account included two voice lines of service and one mobile broadband line of service.  The account was also enrolled in several equipment installments.  On September 13, 2014 Mr. [redacted] initiated T-Mobile’s Equipment Installment Plan (“EIP”) for LG G3 accessories and an LG speaker with 24 monthly payments of $5.26. On May 15, 2015, Mr. [redacted] took part in T-Mobile’s EIP offering for an Apple iPad Air 2 tablet with 24 monthly payments of $26.24.  Also, as of August 3, 2015, Mr. [redacted]’s account processed an EIP purchase for an LG G4 handset with 24 monthly payments of $19.99.  Additionally, on September 26, 2015, Mr. [redacted] took part in T-Mobile’s JUMP! On Demand lease option for an Apple iPhone 6S 16GB handset with 18 monthly payments of $27.00 and a purchase option price of $163.99 at the end of 18 months.  After review of the account, records indicate that on March 19, 2016, Mr. [redacted] contact T-Mobile advised that another party would be resuming responsibility for the services and devices on the account via a Change of Responsibility (“COR”).  Regretfully, the COR was never processed and the account remained active in Mr. [redacted]’s name.  As no payments were made to the account, the account was cancelled on June 17, 2016 for non-payment.   At the time of cancellation, the account carried a rolling past due balance of $970.68.  The final billing statement dated July 10, 2016, included the past due balance, as well as the final EIP balances for the above listed devices and accessories.  The final balance due for the account on August 3, 2016, was in the amount of $1,882.25.  Due to continued non-payment, on August 8, 2016, the account was referred to a third party collection agency, Diversified Consultants Inc. In an effort to amicably resolve this is matter, on August 22, 2017, T-Mobile adjusted the full balance on Mr. [redacted]’s account. Mr. [redacted]’s account remains closed with a zero balance.  In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated. 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. Jessica G[redacted]Executive Response

Complaint: [redacted]I am rejecting this response because:
Lizette C[redacted], from T-mobile, told me that I would be receiving an updated bill from them in July. I am still waiting on the bill. Also, my credit card was charged $419.48 on 5/08/2015. I was told that this amount would be credited back to the card however, I am still waiting on that too. I would appreciate it if the case remains open until I receive my credit as well as my bill with all the correct adjustments. Hopefully, it is not too late to reopen the case.
 
Sincerely,
[redacted]

August 14, 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 8, 2017, regarding the above-referenced account.    T-Mobile is truly sorry to hear that Mr. [redacted] had anything but a great Un-Carrier experience while working with our team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our team.   As previously mentioned, our records reflect that on July 14, 2017, T-Mobile received Mr. [redacted]’s Wi-Fi CellSpot Router. However, due to an inadvertent system error, the router is still reflecting active on Mr. [redacted]’s online www.My.T-Mobile.com profile. We regret the inconveniences this has caused.   Nevertheless, on August 13, 2017, T-Mobile filed an internal ticket to ensure that the device is marked as recovered on his online profile to reflect the return. On August 14, 2017, Mr. [redacted] confirmed that the coverage device was removed from his online account and no longer reflected active.   Again, we regret the inconveniences this caused Mr. [redacted] and appreciate his continued business.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

February 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 5, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] and his wife regarding her recent visit to a local T-Mobile retail store.
Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy:
“You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.).”
Based upon the above, it is our position that the restocking fee assessed when Mr. [redacted] returned his device on February 4, 2017 is valid.
However in an effort to amicably resolve this matter, T-Mobile applied a bill credit on February 4, 2017 in the amount of $25.00 to Mr. [redacted]’s account.
In a further effort to amicably resolve this matter, on February 6, 2 017 T-Mobile applied an additional credit to Mr. [redacted]’s account in the amount of $25.00. As such, Mr. [redacted] has received a bill credit totaling $50.00. Mr. [redacted] has a credit balance of $50.00 which will be applied to his next bill due on February 28, 2017.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. and Mrs. [redacted]’s recent visit to our retail location.
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

December 16, 2015
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 14, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets the confusion regarding Ms. [redacted]’s billing statement dated November 27, 2015.  Ms. [redacted]’s billing cycle runs from the 28th of each month through the 27th of the following month and payment is due by the 20th.  Ms. [redacted] subscribes to our Simple Choice North American Unlimited Talk, Text and Data (with up to 2 gigabytes (“GB”) of high speed data and Hotspot) rate plan for $50.00 per month.  In addition, Ms. [redacted] receives a 15% monthly Government Service Discount, which provides a monthly credit in the amount of $7.50 based on her current rate plan. 
On November 12, 2015, T-Mobile issued a goodwill credit in the amount of $90.00 to Ms. [redacted]’s account; which was applied as a courtesy to credit back the $60.00 down payment that was paid August 6, 2015 when she purchased an Apple iPhone 6 Plus 16GB handset with our Equipment Installment Plan (“EIP”) option.  Please be advised that Ms. [redacted] also paid taxes on August 6, 2015 although as a one-time gesture of goodwill, T-Mobile allowed her to return the handset beyond the 14-day return period, we offered to credit $60.00 to the account and to credit the remaining handset EIP balance when the handset was returned.  In addition, we offered another $30.00 credit for other disputed charges.  When the $90.00 credit was issued to Ms. [redacted]’s account on November 12, 2015, the account reflected a $90.00 credit balance.  When Ms. [redacted]’s billing cycle closed on November 27, 2015, the monthly access charge of $44.68 (the amount after the Government Service Discount of $7.50 was applied and after taxes) was deducted from the $90.00 credit balance.  Ms. [redacted]’s billing statement dated November 27, 2015 shows the Government Service Discount with a credit in the amount of $7.50 that was applied toward the monthly access charge of $50.00 and T-Mobile confirmed that this discount has not been removed from her account.
On December 2, 2015, T-Mobile received Ms. [redacted]’s Apple iPhone Plus 16GB handset and as previously offered; we applied a credit to the account in the amount of $603.54 for the final EIP balance and final EIP installment associated with the returned handset.  On December 2, 2015, we also received Ms. [redacted]’s [redacted] branded Samsung Galaxy S 4 handset although the handset has physical damage to the LCD screen and it was returned to Ms. [redacted] as we are unable to accept damaged handsets.  Ms. [redacted] confirmed that she received the [redacted] branded Samsung Galaxy S 4 handset that we returned and informed us that she filed a claim with the USPS due to the damage to the handset that she believes occurred while the handset was shipped to us.
T-Mobile advised Ms. [redacted] that we will offer to reimburse any early termination fee, up to $350.00, upon receipt of a valid billing statement that clearly shows the amount of the early termination fee.  At this time, we have not received a valid billing statement that shows Ms. [redacted] was charged an early termination fee for porting her mobile number ending in [redacted] to us.  When Ms. [redacted] receives a detailed billing statement showing the amount of an early termination fee, she may email the billing statement to my attention to [email protected] and T-Mobile will approve a reimbursement card for the amount of the early termination fee.  Please be advised that delivery of the reimbursement card may take up to 15 business days from the date it’s requested.
Finally, a goodwill credit in the amount of $100.00 was issued to Ms. [redacted]’s account on December 7, 2015 to match our Cyber Monday offering.  At this time, Ms. [redacted]’s account reflects a credit balance in the amount of $146.32.  T-Mobile spoke with Ms. [redacted] on December 16, 2015 and explained the information above and she confirmed that the credit balance in the amount of $146.32 is accurate.  Ms. [redacted]’s next billing statement will be dated December 27, 2015 and if there is any balance due, payment will be due on January 20, 2016.
T-Mobile appreciates Ms. [redacted]’s business and we regret any confusion 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.
Ally Y[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. However, please note that they do not acknowledge the MANY months (Before March 2015-----actual first request was November 2014) for processing our simple request. I have NOT received the promised refund but will notify you when I do.Sincerely, [redacted]

Revdex.com:
  Hi Revdex.com,   Thank you for so much for helping me to resolved my issue. I'm just let's you know that  T-Mobile, they reach me and keep their promises ,I'm happy now for further if they add any other option to reverse this rebate then I'll need again your judgment.    So, thank you again to help me for solved this problems.     Thanks & regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:I made several attempts to reach out to Abigail, calling back repeatedly over several days, and leaving several messages. Abigail pretend never to get these calls or messages (as you can see by the response). Fed up with this seemingly intentional avoidance to my response by Abigail, I tried dialing several other extensions at the "executive office" in which Abigail works on Sept 22nd, leaving messages with her and at least 4 of her coworkers, in an attempt to get SOMEONE to talk to me about the Revdex.com complaint. To this moment NO ONE has made a single attempt to call back. It appears to me that T-Mobile is simply avoiding me, and the issue, while asking you to close this complaint under a false pretense that I am "unreachable". This seems disgusting and underhanded.
Sincerely,
[redacted]

August 18, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 13, 2015, regarding the above-referenced account. T-Mobile makes every effort to provide complete and accurate information to our customers and is sorry to hear of any inconvenience [redacted] has experienced regarding T-Mobile’s Carrier Freedom offer. Upon reviewing [redacted]'s Early Termination Fee (“ETF”) reimbursement submission as further identified by tracking numbers [redacted] and [redacted]; T-Mobile records confirm that we received [redacted]’s submission on August 4, 2015, and that it is currently in process. Please be advised that, as stated on www.switch2t-mobile.com at the time of [redacted]’s submission, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. As this is a reimbursement offer, T-Mobile recommends that [redacted] make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. Contingent on approval, [redacted] will receive his prepaid refund card within eight weeks from the above-noted submission date. 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

April 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted] Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account. T-Mobile records confirm that Mr. ** is an authorized user on the business account [redacted] Inc.
In Mr. **’s letter to your office, he indicates that he is not able to use service with his handset in or around his home. We regret any coverage issues Mr. ** has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. ** activated his T-Mobile service on December 11, 2016, when he activated two voice lines and one Mobile Internet Line. At the time of activation Mr. ** purchased a T-Mobile Sync Up device using our Equipment Installment Plan (“EIP”) offering for his mobile internet line. Mr. ** was not required to remit a down payment but did agree to 24 monthly installments of $6.25 for the device.
As of the time of Mr. **’s purchase of his Sync Up for use on the mobile number ending in [redacted], T-Mobile provided a 14 day return period which allowed him to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plan (EIP) entered into at the time of the original purchase. Additionally, as Mr. ** was not under contract for his voice lines he was able to cancel them at any time if he was not satisfied with the service provided.
Additionally, our records indicate that the account was on the T-Mobile ONE rate plan, which includes unlimited calling. T-Mobile reviewed the time the account was active from December 11, 2016 through February 14, 2016, and over the course of those two months, Mr. ** used 80 minutes and 2.8GB of data. As such, it is T-Mobile’s position that Mr. ** is able to utilize the service and we consider the charges to be valid
In an effort to amicably resolve this matter, on March 21, 2017, T-Mobile applied a credit in the amount of $25.00 as a courtesy to Mr. **. Furthermore, our records confirm that Ms. ** remitted payment for the balance in full in the amount of $392.46 for the service charges incurred while the account was active and the EIP charges for the Sync UP device referenced above. Mr. **’s account will remain closed with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Zachary S[redacted]
Executive Response

July 7, 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 June 27, 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 his recent device purchases and we appreciate the opportunity to address his concerns. T-Mobile records indicate that on April 13, 2017, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP) program and placed an order a Samsung Galaxy S8 Orchid Gray handset priced at $750.00.  At the time, Mr. [redacted] was required to pay $30.00 as a down payment as well as sale taxes and fees for a total of $118.34 out of pocket cost.  Later, on April 20, 2017, Mr. [redacted] placed a new handset order a Samsung Galaxy S8 Plus Orchid Gray handset priced at $850.00.  Mr. [redacted] was required to pay $569.57 total out of pocket cost which included a down payment of $494.13 as well as taxes and fees.   Further review of Mr. [redacted]’s account confirms that on May 17, 2017, Mr. [redacted] returned the Samsung Galaxy S8 Plus Orchid Gray handset and in turn we closed the EIP associated with the device.  However, due to an inadvertent error, Mr. [redacted] was not issued a refund after the handset return.  We regret any inconvenience to Mr. [redacted] regarding the delay of his refund.  Additionally, T-Mobile confirmed we were in receipt of the Samsung Galaxy S8 Orchid Gray handset.  As such, on June 29, 2017, and a refund of $118.34 was processed back to Mr. [redacted]’s credit card.    In an effort to resolve Mr. [redacted]’s concerns, on June 30, 2017, T-Mobile applied the refund in the amount of $569.57 in the form of direct transfer to Mr. [redacted]’s bank account and advised Mr. [redacted] it may take up to three business days to have the funds available.  Mr. [redacted] accepted the refunds as 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.   Sal O[redacted] Executive Response

March 10, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 8, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted] satisfaction. T-Mobile regrets any coverage concerns that Mr. [redacted] has experienced which led to the cancellation of his account. It is very important to note that if a customer has an open Equipment Installment Plan (“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. T-Mobile records indicate that Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] and [redacted] on July 13, 2015, with the purchases of a Samsung Galaxy Note 4 and an LG G4 handset. In addition, T-Mobile records indicate that Mr. [redacted] agreed to an EIP for the mobile numbers ending in [redacted] on April 29, 2015, with the purchases of a two Samsung Galaxy S6’s and a Samsung Galaxy Tab S. When the account was canceled on December 23, 2015, the remaining EIP balance of $2467.09 was accelerated and posted to the final billing statement dated January 2, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Our records confirm that when the Tab S was activated on April 30, 2015, it was under our Match Your Data rate plan which allows for our customers to pay only $10.00 per month to have their tablet’s data plan match that of their cell phone data plan, up to 5GB. In Mr. [redacted] case, as his handsets had unlimited data, he was able to receive 5GB of data for $10.00 per month. T-Mobile regrets any concerns that Mr. [redacted] experienced regarding the specifics of his mobile internet rate plan. As Mr. [redacted] indicated that he returned the handsets to T-Mobile, we investigated this matter further. In doing so, we were able to confirm receipt of the two Samsung Galaxy S6 handsets, although we have not received the other three devices. Please note that our records indicate that on July 13, 2015, Mr. [redacted] upgraded the Samsung Galaxy S6 handsets on both of his lines of service to a Samsung Note 4 and an LG G4 handset. At the time that the upgrade transaction took place, Mr. [redacted] owed a remaining balance of $682.29 on each of his Samsung Galaxy S6 handsets, but traded the handsets in to T-Mobile for trade-in credit totaling $802.00. Please note that a portion of the trade-in credit, totaling $103.32 was applied to the in-store upgrade transaction, while the remaining trade-in credit of $698.68 was applied to Mr. [redacted] account, which paid Mr. [redacted] billing statements dated July 2015, August 2015, and a portion of the September 2015 billing statement. Upon speaking with Mr. [redacted], T-Mobile advised that we were able to locate two of the five handsets, and explained that the two Samsung Galaxy S6 handsets were traded in to T-Mobile, and the trade-in credit was applied to the account balance. Mr. [redacted] advised that he was under the impression that the two Samsung Galaxy S6 handsets would be paid off in full when returned to T-Mobile. T-Mobile confirmed that we do have a JUMP! program, which works similarly to how Mr. [redacted] thought that his upgrade worked, but he would not have been eligible to use JUMP! as he was not a JUMP! subscriber and hat not paid off half of the handset, as JUMP! would have required. As such, in an effort to amicably resolve this matter, T-Mobile offered to allow Mr. [redacted] to return any remaining devices to T-Mobile in order to have the remaining EIP balances removed. Mr. [redacted] advised T-Mobile that he traded-in his LG G4 and Samsung Note 4 to his new carrier for trade- in credit, although he does have the Samsung Tab S, which he agreed to return to T-Mobile in good and working condition, within 30 days, for credit totaling $398.56. T-Mobile recommends that Mr. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile and that Mr. [redacted] 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 device, battery and charger, as wells as his account information within the box to ensure that he receives the proper credit upon receipt of the device. As an additional courtesy to Mr. [redacted], T-Mobile issued credit totaling $1,077.00 to his account for the difference in what was owed on his Samsung Galaxy S6 handsets at the time of his upgrade, and the trade-in credit that he was provided for the transaction, as well as a portion of the remaining balances owed for his other two devices. Please note that Mr. [redacted] remaining balance is $1,390.19, and T-Mobile has placed the account on hold through June 1, 2016, to allow Mr. [redacted] additional time to remit payment. If payment in full is not received by June 1, 2016, the account will resume normal collection activity. Mr. [redacted] has accepted this offer as resolution in full 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. If you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Kayla J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: The account holder received one call with voice mail on May 9, 11:45am from Diane regarding the issue, thank you.  Both the account holder and I tried to call back to Diane 7 times in total since then, and always [redacted]t to her voice mail.  So I left message to ask her to call me back directly, but didn't receive any phone call on my number.Also, I just tried to call t-mobile general customer service directly and the representative whose name is Nikia confirmed that [redacted] is one authorized user under my account.  I'm not sure if T-Mobile has different system from different departments, but I'm confused why one can see I'm authorized and one cannot.Anyways, Diane, please either call account holder or call me back at [redacted] or let us know what time we can call you so won't get to the voice mail.
Sincerely,
[redacted]

April 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 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 his device accessory purchase. On November 23, 2016, Mr. [redacted] purchased a screen protector through our Equipment Installment Plan ("EIP") program wherein he was required to pay the taxes on the full retail price and agreed to 24 monthly installments in the amount of $1.67. As of the time of Mr. [redacted]’s above-referenced purchase T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
Upon speaking to Mr. [redacted], on April 24, 2017, and in an effort to amicably resolve the matter, T-Mobile agreed to close the remaining EIP for the above-referenced screen protector and to apply a credit in the amount of $8.35 toward Mr. [redacted]’s account for the previously billed associated EIP installments. Pursuant to our conversation Mr. [redacted] confirmed the matter is resolved and he has no further concerns.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location. 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

June 10, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 3, 2016, regarding the above-referenced account. T-Mobile has confirmed the above referenced spelling for Ms. [redacted]’ name. T-Mobile regrets Ms. [redacted] concern regarding eligibility for a Samsung Galaxy S7 Buy One Get One Free promotion. T-Mobile confirms from March 10, 2016, through March 17, 2016, if a customer bought a Samsung Galaxy S7 on an Equipment Installment Plan (“EIP”), they would be eligible to get another one free when activating a new line of service on the same account. Customers will receive a prepaid MasterCard to reimburse for the the full cost, and the EIP will show up on their bill monthly. T-Mobile confirms that due to an inadvertent error, Ms. [redacted] two Samsung Galaxy S7 handsets were purchased with a JUMP! On Demand lease. The JUMP! On Demand lease upgrade option is not eligible for the Buy One Get One Free promotion. In an effort to resolve this matter amicably, T-Mobile has agreed to refund Ms. [redacted] $669.99 for the retail value of one Samsung Galaxy S7 handsets. Ms. [redacted] may expect a prepaid refund card within seven to ten business days. In addition, T-Mobile has canceled Ms. [redacted]’s two lines of service that were not needed. The account currently reflects a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account 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 c[redacted]pondence dated March 27, 2017 regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that it has designated Mr. [redacted] as an authorized user of the account. Please note that T-Mobile has successfully resolved Mr. [redacted]s’s concerns to his satisfaction.
T-Mobile regrets any concern to Mr. [redacted] in regards to his monthly recurring charges. T-Mobile records confirm that Mr. [redacted]’s business account had two mobile lines of service subscribed to T-Mobile’s grandfathered promotional Simple Choice Family 10GB Data Match plan with a monthly cost of $120.00 plus applicable taxes and fees. It is important to note that this promotional plan covers the monthly recurring charge of up to four mobile lines of service. On November 11, 2016, Mr. [redacted] activated two new mobile lines of service ending in [redacted] and [redacted] and added a mobile internet line of service ending in [redacted] in which he purchased a new Samsung Galaxy Tab S2 on T-Mobile’s Equipment Installment Plan (“EIP") option agreeing to 24 equal monthly installments in the amount of $27.09.
Regrettably, due to an inadvertent error, his rate plan was changed to T-Mobile’s flagship plan, T-Mobile ONE, increasing his monthly recurring charges by $75.00 a month over the last five billing cycles. T-Mobile records confirm that as of March 20, 2017, Mr. [redacted]’s mobile lines have been placed back on the grandfathered promotional Simple Choice Family 10GB Data Match plan and the mobile internet line on a $10.00 2GB data plan after a $10.00 monthly credit for having the voice lines on the same account.
In reviewing Mr. [redacted]’s account, T-Mobile records also confirm that his mobile numbers ending in [redacted] and [redacted] had placed International Long Distance calls to the country of Honduras. It is important to note that T-Mobile does offer customers the option to dial internationally and a discounted international dialing plan in order to dial at a discounted rate per minute. As Mr. [redacted]’s mobile lines dialed Honduras without a discounted international dialing plan, they were assessed a toll of $2.69 a minute. Mr. [redacted]’s mobile lines placed several calls for various amounts of time which totaled $836.26 for calls placed from November 4, 2016 through February 19, 2017, when he requested that the option for dialing internationally be blocked. T-Mobile finds these tolls to be valid and owed.
Please be advised that during our conversation with Mr. [redacted] on April 3, 2017, he explained that his Samsung Galaxy Tab S2 was not working as it was power cycling on its own. T-Mobile did extend the option for a manufacture warranty exchange which Mr. [redacted] declined and agreed to mail the tablet back to our office at 1201 Menaul Blvd NE, Albuquerque, NM 87107 to have the remaining EIP balance closed as a onetime courtesy. Mr. [redacted] has been advised and has agreed that any EIP installments previously billed and paid for shall not be refunded. T-Mobile has also referred him to a local retail location to have his Apple iPhone 7 reviewed for further trouble shooting.
In an effort to amicably resolve this matter, on April 3, 2017, T-Mobile applied a credit in the amount of $375.00 to Mr. [redacted]’s business account to refund him the rate plan cost difference over the last five billing cycles and a credit in the amount of $686.06 to rerate his international long distance charges down to $0.20 cents per minute leaving an account credit of $253.83. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted]
Executive Response

May 30, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 19, 2016, regarding the above-referenced account. T-Mobile previously addressed Ms. [redacted]’s concerns in our response to your files number [redacted] and [redacted], both on May 30, 2016. As indicated in these previous responses: we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her handset rebate. Strictly for clarification, T-Mobile did not have a Buy One Get One Free (BOGO) promotion for Razor devices at the time Ms. [redacted]’s account was activated. T-Mobile, in conjunction with Samsung, was offering a BOGO promotion for the Galaxy S7 or S7 Edge handset. As this is the device that Ms. [redacted] purchased at the time of activation, T-Mobile believes this is the promotion Ms. [redacted] is referencing in her correspondence with your office. T-Mobile records confirm that on March 12, 2016, Ms. [redacted] activated a postpaid account with two voice lines of service. At the time of activation T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S7 Gold handsets with 32GB of memory. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.92 per month, per device. As part of Samsung’s BOGO offer, Ms. [redacted] was required to purchase two Samsung Galaxy S7 or S7 Edge handsets on EIP, and submit proof of purchase on the web site www.t-mobile.com/promotions using the promo code GS7BOGO within 30 days of purchasing the second device. Once the documentation was received and Samsung validated the proof of purchase; within eight weeks, Samsung would then mail Ms. [redacted] a prepaid rebate card for the purchase price of one handset, minus any required taxes. T-Mobile records confirm that the last date to redeem this code was on April 17, 2016. Additionally, this promotion could be combined with the Samsung Galaxy S7 and S7 Edge Netflix offer. Customers who purchased either device between February 23, 2016 and March 14, 2016 were eligible to receive a free one-year Netflix subscription in the form of a promotional code to be delivered to the customer’s email after redemption on www.t-mobile.com/SamsungOffer no later than March 31, 2016. Records confirm that at the time of Ms. [redacted]’s purchase, the Samsung Galaxy S7 and S7 Edge BOGO promotion could also be combined with the Samsung Gear VR/Oculus offer. Customers that purchased a Samsung Galaxy S7 or S7 Edge handset qualified to receive a free Gear VR and Oculus 6-game bundle from February 23, 2016 through March 18, 2016, by redeeming online at www.t-mobile.com/SamsungOffer no later than March 31, 2016. We make every effort to provide complete and accurate information to our customers. T-Mobile records confirm that Ms. [redacted]’s proof of purchase was not received by the previously referenced redemption dates. Therefore, Ms. [redacted] did not qualify for the BOGO offer, Netflix offer or Samsung Gear VR offer. In an effort to amicably resolve this matter, on May 23, 2016, T-Mobile closed Ms. [redacted]’s remaining EIP balance of $586.23 for one of the Samsung Galaxy S7 handsets. Ms. [redacted] will receive a credit of $669.99 for the full retail price of the device on the following billing statement dated July 7, 2016. Additionally, T-Mobile has ordered a prepaid refund card in the amount of $400.00 to be shipped to Ms. [redacted]’s billing address on file to allow her to purchase two one-year Netflix subscriptions and two Gear VR devices. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly at the number listed below. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]-[redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted]Executive Response