T-Mobile Usa Inc

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 Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 6, 2015, regarding the above-referenced account. 
 
Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.
 
T-Mobile regrets any concerns Ms. [redacted] may have experienced regarding the expected coverage in her area and the compatibility of her handset with T-Mobile’s LTE network.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability. 
 
In an effort to resolve the matter, on July 3, 2015, as a courtesy to Ms. [redacted], T-Mobile sent Ms. [redacted] an Alcatel One Touch Evolve 2 handset with the IMEI number of [redacted], at the full retail price of $79.20, plus applicable taxes of $7.65 and $24.99 for overnight shipping.
 
T-Mobile records indicate that on July 15, 2015, Ms. [redacted] contacted T-Mobile Customer Care and advised that the Alcatel One Touch Evolve 2 handset was non-functional in her coverage area as well.  In an effort to assist Ms. [redacted], an alternate handset, the Alcatel One Touch Pop Astro handset was sent to the billing address on file at the full retail price of $149.76, plus the applicable taxes of $15.51 and $24.99 for overnight shipping.
 
On July 24, 2015, T-Mobile applied a courtesy credit of $79.20 for the Alcatel One Touch Evolve 2 handset.  Additionally, on the same date, T-Mobile applied a credit of $15.51 to the account, for the taxes on the Alcatel One Touch Pop Astro handset.  T-Mobile shows no record of either handset being returned to T-Mobile’s warehouse.
Although it is outside the allotted 14 day return period, in an effort to amicably resolve the matter, T-Mobile will allow Ms. [redacted] to return the Alcatel One Touch Evolve 2 handset in good working condition, within 30 days to my attention at:
 
Executive Response
Attention: Diana J[redacted]
Albuquerque, NM 87107
 
Upon receipt of the handset, T-Mobile will apply a credit of $190.26 to Ms. [redacted]’ account, for the $149.76 and $24.99 charged for the Alcatel One Touch Pop Astro handset and the $6.99 and $7.65 charged for the Alcatel One Touch Evolve 2 handset, reducing the account to a credit balance of $11.83. 
 
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.
 
Diana J[redacted]
Executive Response

September 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account 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 30, 2017, 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 Ms. [redacted] as an authorized user of the account.
T-Mobile regrets any continued concerns Mr. [redacted] experienced in regards to her LG Tablet, her Samsung Galaxy S 7 Edge handset, and charges on her billing statements. T-Mobile records confirm that as of July 15, 2015, Ms. [redacted] is subscribed to the Simple Choice Family Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00, provides the first two lines of service with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines of service added after the first two are $40.00 each per month. Please be advised that our records confirm that Mr. [redacted] has a total of four voice lines on the account. Please note that all pricing is prior to any applicable taxes and fees.
Additionally, our records confirm that Mr. [redacted] elected to have a $12.00 JUMP! feature on mobile numbers ending in 8952, 4755, and 3135. Furthermore, Mr. [redacted] elected to have a $4.00 Name ID feature on mobile numbers ending in 8952 and 3135. Please note that all pricing is prior to any applicable taxes and fees.
Our records confirm that the account has a Mobile Internet (“MI”) line for $75.00 a month and has unlimited data and text on the tablet. Mr. [redacted] elected to have a $9.00 Premium Handset Protection (“PHP”) feature for the tablet. Please note that Mr. [redacted] qualifies for a $50.00 monthly MI discount since the MI line is on the same account as the voice lines of service. Please note that all pricing is prior to any applicable taxes and fees.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan. The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account. So long as the account keeps the voice lines active, the mobile numbers ending in 8953 and 8952 will remain free. It is important to note that the promotion does not include any additional features, taxes, and fees.
T-Mobile records reflect that on May 15, 2017, Ms. [redacted] qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy S 8 handsets with a total retail cost of $1,700.00 for both handsets. Ms. [redacted] was required to remit a $130.00 down payment for each handset, she then agreed to a 24-monthly installments of $30.00 for each handset. It is important to note that our records reflect that Ms. [redacted] has paid off one of the two Samsung Galaxy S 8 handsets.
T-Mobile further regrets any concerns Ms. [redacted] experienced in regards to the insurance for her Samsung Galaxy S7 handset. T-Mobile records reflect that on July 25, 2017, Ms. [redacted] qualified for our EIP offering with the purchase of a Samsung Galaxy S7 Edge handset for mobile number ending in 3135. Please be advised that our records confirm that Ms. [redacted] has paid the full balance for the handset.
Please be advised that our records reflect that Ms. [redacted] started using the Samsung Galaxy S 8 handset on mobile number ending in 3135 on July 26, 2017. As such, our records confirm that the Samsung Galaxy S 7 Edge handset was no longer covered under the insurance for the mobile number ending in 3135. T-Mobile records reflect that the Samsung Galaxy S 7 Edge handset was then used on mobile number ending in 8953, which did not have the JUMP! feature.
Please be advised that as mentioned in our correspondence dated August 3, 2017, for file number [redacted], T-Mobile records confirm that Ms. [redacted]’ tablet is currently being covered by the Limited Warranty provided by the manufacturer of the device. Additionally mentioned in our previous correspondence, handset sent out to customers as a replacement device are Certified Pre-Owned (“CPO”) handset that goes through a rigorous 80 point inspection.
Please be assured that T-Mobile strives to provide the best replacement possible for all of our customers. We also make every effort to ensure that each device is properly inspected prior to being sent out to a customer. T-Mobile regrets to hear that Ms. [redacted]’ replacement device is not working and we apologize for the experiences she has had with the limited warranty of her tablet.
Ms. [redacted]’ billing statement dated August 14, 2017, reflects a total balance owed in the amount of $322.96. This balance consists of new charges totaling $236.56, two $5.00 warranty processing fees, a $5.00 late payment fee, premium voicemail service charges totaling $6.40 for mobile number ending in 3135, and a $65.00 one-time charges for prorated charges for the rate plan change for the MI line.
Upon speaking with Ms. [redacted] on September 12, 2017, T-Mobile offered to send out another warranty replacement for the LG Tablet. Regretfully, Ms. [redacted] declined our offer. T-Mobile has offered a one-time $100.00 discount on the purchase of any new tablet of Ms. [redacted]’ choosing. In an effort to further amicably resolve Ms. [redacted]’ concerns T-Mobile offered to waive the remaining balance of $170.00 for the LG G Pad tablet. Ms. [redacted] has confirmed that her concerns with the Samsung Galaxy S 7 handset have been addressed and resolved with Customer Care. Lastly, T-Mobile has offered an $85.00 credit for the prorated charges for the MI line and monthly charges for the LG Tablet for the past two months. Please be advised that Ms. [redacted] agreed to the credits for her account, however has indicated that she was not able to find a tablet that she liked. We have offered to extend the one-time $100.00 discount on the purchase of a new tablet until March 12, 2018, which Ms. [redacted] accepted. T-Mobile has applied a total of $85.00 in credits and the account balance has been updated to a credit balance of $85.00. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Juan B[redacted] Executive Response

Tell us why here...
January 5, 2018
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 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have in regards to his final billing statement. T-Mobile records reflect that on July 11, 2017, Mr. [redacted] called Customer Care to cancel his mobile internet lines ending in [redacted] and [redacted]. However, due to an administrative error, the mobile internet line ending in [redacted] remained active. On November 3, 2017, Mr. [redacted] again contact Customer Care and brought this to our attention. As such, T-Mobile immediately completed the cancellation of the mobile internet line ending in [redacted].
On December 19, 2017, we sent a final billing statement for services from July 19, 2017, to November 3, 2017, in the amount of $111.25. After unsuccessful attempts to collect the debt, T-Mobile transferred the account to Receivables Performance Management a third-party collection agency with the revised balance of $139.06, which includes a one-time collection fee of $27.81.
Upon speaking with Mr. [redacted] and in receipt of her correspondence, on December 29, 2017, T-Mobile applied an adjustment for the total balance of $139.06, which leaves Mr. [redacted]’s account closed with a zero balance. In addition, T-Mobile has requested the removal of 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.
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].

September 21, 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 September 12, 2015, regarding the above-referenced account. We apologize for any inconvenience Mr. [redacted] may have experienced with his recent attempt to establish services with T-Mobile. Please be advised that T-Mobile may use third-party Service Partners to help service our customers. These employees are contracted by T-Mobile and trained in use of T-Mobile's systems and tools. Additionally, they are held to the same standards of professionalism and policy adherence as any other representatives of T-Mobile. This is outlined in our Privacy Policy under the Disclosure of Personal Information Section which can be found online at www.T-Mobile.com. Please be assured however, 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. [redacted] recent contact with our Telesales Department. Our records indicate that on September 10, 2015, Mr. [redacted] contacted our Telesales Department and proceeded to activate his account with T-Mobile. At that time, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a certified re-manufactured Sony Xperia Z1 device. Our records confirm that the device was shipped via UPS to Mr. [redacted] mailing address. However, our records also confirm that Mr. [redacted] refused delivery of the aforementioned device. Thereafter, on September 16, 2015, T-Mobile confirmed the successful receipt of the aforementioned device at our national distribution center. Please keep in mind that it can take up to seven to ten business days for Mr. [redacted] to receive a refund for his equipment purchase. Additionally, in Mr. [redacted] correspondence to your office, he advises of his intent to cancel his account with T-Mobile. As such, T-Mobile has agreed to honor Mr. [redacted] request to cancel his account. Additionally, as T-Mobile has determined there was no usage on the above-referenced account an adjustment has been issued for the entire balance of $15.86. The account remains closed and reflects a zero balance. Mr. [redacted] may disregard the next billing statement as all new monthly recurring charges created will be adjusted after the bill has been generated. 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] Very truly yours, T-MOBILE USA, INC. Emilio S[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 spoke to Oscar T[redacted], an executive at T-Mobile, and he stated that the remaining 60 dollars incurred along with the international charges, will be credited by 4/22.I kindly request for the case to remain open until T-Mobile credits the remaining balance. Oscar explained that he was unable to credit the remaining 60 immediately because they fall under different cycles.I have made payments for the $50 listed by Oscar, as this was regular charges that I do accept.
Sincerely,
[redacted]

May 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] mat have experienced regarding her account.
To begin with, T-Mobile records indicate that on June 12, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone 6s Life-proof case. Further records confirm that on July 6, 2016, Ms. [redacted] purchased an iPhone 6s screen protector. Careful review of Ms. [redacted]’s account confirms that she was not charged twice for the case as she mentions in her correspondence.
T-Mobile records confirm that on March 6, 2017, Ms. [redacted] transferred mobile number ending in [redacted] to another T-Mobile account and agreed to a Change of Responsibility (“COR”). A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. That same day on March 6, 2017, Ms. [redacted] cancelled her other mobile number ending in [redacted].
Ms. [redacted]’s billing cycle ran from the 2nd of one month to the 1st of the following month with a due date of the 22nd of every month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through April 1, 2017. Our records show that Ms. [redacted]’s final billing cycle ran from March 2, 2017, through April 1, 2017, due April 22, 2017, in the amount of $290.78. This balance included monthly access charges and applicable taxes and fees including a past due amount of $263.69 from her previous cycle. Further records show that Ms. [redacted]’s last payment remitted was on March 6, 2017, in the amount of $59.35.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 15, 2017, T-Mobile credited $290.78 as a gesture of goodwill bringing the balance to a zero balance. Please be advised that the account remains closed with a zero balance.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris L[redacted]
Executive Response

October 9, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To...

Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 2, 2015, regarding the above-referenced account. Please be advised that upon verification, Mr. [redacted] and Mr. [redacted] is the same person. T-Mobile regrets any concerns and confusion to Mr. [redacted] regarding his T-Mobile account. T-Mobile records confirm that on June 26, 2012, Mr. [redacted] active service with T-Mobile. Mr. [redacted] was subscribed to our Simple Choice Family Unlimited Talk, Text, and Data for Six Lines for $120.00 per month. Mr. [redacted] pays $141.02 in monthly Equipment Installment Plans (“EIP”s) for handsets 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. T-Mobile records confirm that on April 20, 2015, Mr. [redacted] made a payment in the amount of $362.53 to his account for his monthly services. This payment was not paid by his financial institution. On May 12, 2015, Mr. [redacted] created a payment arrangement and his account was restored. On May 12, 2015, Mr. [redacted] made a one-time payment in the amount of $362.53. Mr. [redacted] was required to pay $353.00 on May 19, 2015 and it was not processed by his financial institution. On June 14, 2015, Mr. [redacted] account was suspended for non-payment. On July 10, 2015, Mr. [redacted] account was canceled for non-payment. On August 22, 2015, Mr. [redacted] account had a balance of $3,472.48, which consisted of his monthly access charges from March 27, 2015 through June 14, 2015, monthly EIPs, and $1,786.52 in final accelerated EIPs. T-Mobile advised Mr. [redacted] that his account was past due for more than 125 days and he needed to make full payment of his past due balance. Mr. [redacted] monthly past due services totaled $1,704.39. Upon speaking with Mr. [redacted], he stated that his mobile number was supposed to be suspended as he was out of the country. Our records do not indicate a seasonal suspension was requested for his mobile ending in [redacted]. If a seasonal suspend is requested for one of the lines of service on the account, monthly EIPs and account monthly services will continue being charged for the other mobile numbers as the account is on a family plan. On August 22, 2015, Mr. [redacted] made a total payment of $1,797.35 to his account which was applied toward his past due monthly service. On August 25, 2015, Mr. [redacted] advised T-Mobile that his payment was meant for the remaining EIP balance. Please note any payment made to the customer’s account will go directly to any past due balance. Our records indicate that on February 10, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Beats Wireless Studio 2 Black Matte US accessory for a total of $379.99. On August 25, 2015, Mr. [redacted] contacted T-Mobile to dispute the EIP for beats accessories and the HTC M8 serial number [redacted] for the mobile number ending in [redacted]. In review of the account Mr. [redacted] was not required to make a down payment at the time of purchase however, agreed to pay $26.60 for taxes and agreed to a series of 24 monthly installments in the amount of $15.83. T-Mobile retrieved the original receipt, which indicates that the credit card used to make payment for this accessory order was the same credit made to make payment on February 10, 2015 for services on Mr. [redacted] account. It is T-Mobile’s position that this is not fraud. In an effort amicably resolve this matter, on October 2, 2015; T-Mobile applied a courtesy credit of $250.00, which is for the remaining EIP balance on the Beats accessory. Please note for accounting purposes a credit will be reflected on the billing statement along with a charge to reflect the zero balance for the EIP. This is not a credit that is refundable to the Mr. [redacted] as payment was not received for this amount. In regards to the HTC M8, our records indicate that on April 21, 2014, Mr. [redacted] purchased an HTC One M8 serial number [redacted] on EIP for the mobile number ending in [redacted]. Mr. [redacted] was also not required to make a down payment and agreed to 24 monthly installments of $26.50. Our records indicate that this handset was not returned to our National Return Warehouse. It was used on the mobile number ending in [redacted] from September 22, 2014 through January 15, 2015. Also, this handset was purchased at a T-Mobile store and should have been returned to the original point of purchase. In an effort to resolve this matter, T-Mobile applied a credit of $238.50 for the HTC One M8 final EIP balance. As stated above this was a credit that was not refundable as the credit impacted the balance owed on the EIP for the HTC One M8. On August 25, 2015, as a courtesy to Mr. [redacted], T-Mobile applied a temporary adjustment to be able to resume his account and his EIPs on his account. Once the account was activated and EIPs resumed, the temporary credits were then removed. As of October 7, 2015, Mr. [redacted] account balance is $1,265.86, which consists of his monthly access charges for services utilized from August 27, 2015 through October 26, 2015, monthly EIPs, final EIP charges for the following: Apple iPhone 5S in the amount of $270.00, Samsung Galaxy tablet in the amount of $250.00, iPhone 6 in the amount of $433.28, and applicable taxes. Mr. [redacted] made a payment in the amount of $270.00 for his Apple iPhone 5S so that he could be provided with a Mobile Device unlock code. Please note that the payment in the amount of $270.00 for the Apple iPhone 5S was reversed. However, Mr. [redacted] received his unlock code and made payment was not received for the handset as the payment was reversed. When payment is reversed for an EIP balance the charge will then be reflect on the next billing statement and not applied toward the account as an installment. It is T-Mobile’s position that the balance is valid and owed. As of October 7, 2015, Mr. [redacted] currently has the mobile number ending in [redacted] active and subscribed to our Simple Choice Value rate plan for $50.00 per month. Mr. [redacted] also has a Mobile broadband mobile number ending in [redacted]. This mobile number is subscribed to our Mobile Internet On Demand for $10.00 per month. The remaining EIPs on Mr. [redacted] account are five EIPs for his iPhone 6 accessories, iPhone 5S, and a lease for an Apple iPhone 6S. It is T-Mobile’s position that the EIPs and lease are valid and owed. However, in an effort to amicably resolve this matter, on October 7, 2015, upon speaking with Mr. [redacted], T-Mobile offered to issue a credit for nine monthly charges of $26.50 for his HTC M8 payment, for a total adjustment of $238.50. Mr. [redacted] stated the HTC One M8 handset was to have been used as a JUMP! trade-in, ending the EIP, when he purchased his iPhone 6 on a new EIP. Regrettably, the HTC One M8 handset was not processed as a JUMP! to JUMP! order; however Mr. [redacted] utilized the return label included with the new handset order. Please note this return label is was for Mr. [redacted] to recycle old handsets, should he choose to. It is important to note that handsets returned to T-Mobile via the recycle label are not processed as regular handset returns. Mr. [redacted] also stated that he did not request that the payment of $270.00 be reversed for his Apple iPhone 5S. As such, T-Mobile will follow up once payment has been completed again in the amount of $270.00. Mr. [redacted] requested additional time to consider the offer presented to him. Should Mr. [redacted] choose to accept this offer as a resolution to this matter he may contact me at the number provided below by November 7, 2015 at which time the offer will expire. T-Mobile regrets any inconvenience 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 [redacted] Very truly yours, T-MOBILE USA, INC. Leah T[redacted] Executive Response

July 6, 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 25, 2017, regarding the above-referenced account.    We regret to hear of the difficulties Ms. [redacted] has experienced with regards to the Samsung S8 Bogo offer.  Please note that between May 12, 2017 and May 24, 2017, T-Mobile offered the Samsung S8 Bogo offer.  Eligible customers who purchase a qualifying Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset on an Equipment Installment Plan (“EIP”) and activate at least one new line on the T-Mobile ONE rate plan or Simple Choice Unlimited rate plan and subscribe to the unlimited high speed data feature can get a Samsung Galaxy S8 handset for free after rebate.  The maximum value of the rebate is the Full Retail Price of $750.00 for the Samsung Galaxy S8 handset.   On May 13, 2017, our records confirm Ms. [redacted] upgraded to a Samsung Galaxy S8 Plus handset on EIP with a down payment of $130.00 and 24 monthly installments of $30.00. Ms. [redacted] activated a new line of service and subscribed to 6GB of high speed data.  Ms. [redacted] also upgraded to the Samsung Galaxy S8 handset with a down payment of $30.00 and 24 monthly installments of $30.00.  Since Ms. [redacted] did not meet the unlimited data feature requirement for the Samsung S8 Bogo offer the rebate was denied.   On June 27, 2017, T-Mobile contacted Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit for the remaining EIP balance on the Samsung Galaxy S8 handset for $660.00.  T-Mobile also provided a one-time bill credit in the amount of $90.00 for a total of the $750.00 retail price of the Samsung S8 Bogo offer.  Ms. [redacted]’s balance was updated to $308.55.  Ms. [redacted] was satisfied with the resolution we presented to her.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.     Belen L[redacted] Executive Response

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 20, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding the cancelation of his T-Mobile account. On August 9, 2016, Mr. [redacted] activated a T-Mobile post-paid account on our “No Credit” account type. As such, Mr. [redacted] was required to remit a deposit of $80.00 for his two lines, at the time of activation.
Please note that our postpaid “No Credit” account types utilize our bill current bill system which means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. However, our bill current bill system is not a prepaid service, and as such requires a customer’s request to cancel service.
Unfortunately, as Mr. [redacted]’s account remained unpaid, his account was canceled on February 13, 2017, for non-payment. As such, Mr. [redacted]’s deposits remitted at activation were released and applied to his outstanding balance of $163.63 which was comprised of his unpaid monthly recurring charges from January 3, 2017, through February 13, 2017. Mr. [redacted]’s updated balance was $83.63 following his deposit release.
As Mr. [redacted]’s account remained unpaid, his account was referred to an outside collection agency, on March 17, 2017. As Mr. [redacted]’s account was referred to an outside collection agency, he was assessed a collection fee of $20.91, effectively updating his balance to $104.54.
In an effort to amicably resolve this matter, T-Mobile has issued a credit of $104.54 to the above-referenced account bringing the account to a zero balance. As such, Mr. [redacted]’s account will remain closed with a zero balance. 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.
Martin G[redacted]
Executive Response

June 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 May 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. ** experienced regarding collection calls for the above-referenced account number. As outlined in Mr. **’s correspondence to your office, T-Mobile resolved Mr. **’s concerns under file number [redacted].
T-Mobile reviewed the account number [redacted] Mr. ** received from the third party collection agency that was contacting him. T-Mobile records indicate on January 20, 2017, this account was created. On May 24, 2017, Mr. ** contacted our Customer Care department stating he did not activate the account and our Fraud Team was contacted to review the matter further.
On May 25, 2017, our Fraud Team completed its investigation of this matter and determined that the allegation of fraud had been substantiated. Therefore, Mr. ** 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. ** should allow approximately 90 days for this information to be reflected on his credit report. T-Mobile regrets any inconvenience to Mr. **.
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.
Jennifer G[redacted]
Executive Response

Revdex.com:
 
Hello,
 
I received a call from Robert from T-Mobile's Executive Team. He told me that they would take the defective phone back and wipe the EIP balance from my account, that all I had to do was mail it back to them. I was able to go into a different T-Mobile store and get a different phone, this has resolved my issue. I appreciate your assistance with this. This issue has been resolved to my satisfaction.
 
Thank You,
 
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Further, I appreciate the speed and efficiency with which T-Mobile addressed this concern.  I also appreciate their deletion of the negative item from my credit report.  Sincerely, [redacted]

April 13, 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 April 11, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated Janie [redacted] as an authorized user of the account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] regarding her Equipment Installment Plan (“EIP”) transfer.   T-Mobile records reflect that similarly to the transfer for the Apple iPhone 7, the Apple iPhone 7 impact shield was requested to be transferred to a new account. Unfortunately on March 16, 2017, T-Mobile did not receive the EIP E-Signature authorization and therefore the balance of $34.98 continued to be billed to the account mentioned above.   Nevertheless, on April 13, 2017, T-Mobile closed the EIP outstanding balance of $31.67 and issued of $6.68 consisting of the monthly charges billed to Ms. [redacted] over the last four months.   Again, T-Mobile apologizes for the inconveniences this caused and appreciates her 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

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]

Complaint: [redacted]I am rejecting this response because: the information provided by t-mobile states that after I cancelled my line ending in [redacted] I purchased a phone on the other line ending in [redacted] and also there was a Samsung before that which was purchased but I did not purchase these phone and i'm the only person authorized to make plan changes and purchases so I want to see a copy of my signature on the receipt showing I [redacted] bought these phone at what store and dateSincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me. I I tried to contact the representative who wrote the response but have not yet spoken to her. Months ago, I submitted my final billing statements from [redacted]; actually, [redacted], from the store [redacted] and [redacted] submitted it for us and told us that in spite of the fact that we were submitting this documentation after the two months had expired, he was going to help us get it processed. (It was extremely difficult to get this documentation from [redacted]!). It is not surprising that this documentation has not been recorded; it's rather like when I was told by one representative from customer service that none of my three phones had been received but then, when I went to the store on 7/8, [redacted] told me that I wasn't getting credit for them because the phones were locked. Unbelievably conflicting and difficult communication seems to be the standard. Sincerely, [redacted]

November 3, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 25, 2016, regarding the above-referenced account. We are pleased to report that Ms. [redacted]s concerns have been addressed and resolved to her satisfaction. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her handset functionality and billing concerns. We appreciate the opportunity to respond to this matter. T-Mobile records indicate that on November 24, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S5 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Please be advised that Ms. [redacted] was not required to remit a down payment for this purchase; however, she agreed to a series of 24 installments in the amount of $21.23 added to her monthly billing statement. All customers who choose to use the EIP option to pay for their equipment are required to enter into a 24 month financing agreement signed at the time of the purchase. Although this 24 month financing agreement is required and the installments are added to each monthly billing statement, customers may choose to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. Please be advised that should a customer elect to remit an early payment to their EIP via our online my.t-mobile.com tool, or via Customer Care, any payment made will first impact any open balance owed on the account; should there not be an open balance due, the payment will post to the account and act as a credit balance, and on the following billing statement the accelerated EIP amount will post against the credit. It is important to note that EIP payments may be made with our Customer Care, My.T-Mobile.com or via our Retail Locations. Payments remitted in Retail Locations will immediately impact the EIP balance. Please be advised that T-Mobile records confirm that Ms. [redacted]s billing statement dated August 4, 2016, carried a total balance of $127.01. Please note that Ms. [redacted] was assessed $127.01 in current statement charges for monthly access, EIP, and applicable taxes and fees for service between July 5, 2016, and August 4, 2016. Ms. [redacted]s current statement charges were due in full by August 25, 2016. T-Mobile records reflect that on August 19, 2016, Ms. [redacted] elected to pay off her EIP for her Samsung Galaxy S5 handset via her my.t-mobile.com online account. Please be advised that the remaining balance of Ms. [redacted]s Samsung Galaxy S5 handset was $63.69. As Ms. [redacted]s account had an open balance, her $63.69 payment made to pay off her handset was applied against her open balance of $127.01. Accordingly, Ms. [redacted]s account balance was updated to reflect that $63.32 remained due by August 25, 2016. It should be noted that Ms. [redacted]s accelerated amount of $63.69 was billed to her account and was scheduled to impact her following billing statement. T-Mobile records reflect that on August 31, 2016, Ms. [redacted] remitted a $127.90 payment. Accordingly, Ms. [redacted]s account balance updated to reflect that $64.58 remained as a credit balance. T-Mobile records reflect that Ms. [redacted]s billing statement dated September 4, 2016, carried a total balance due of $92.67. Please be advised that Ms. [redacted] was assessed $157.22 in current statement charges; $63.69 was associated with the payoff of her Samsung Galaxy S5 handset. As Ms. [redacted]s account held a credit balance of $64.58 leading to this billing period, her current statement charges were reduced to $92.64, which was due in full by September 25, 2016. T-Mobile records reflect that Ms. [redacted] remitted a $92.64 payment on September 30, 2016. Please be advised that Ms. [redacted]s billing statement dated October 4, 2016, carried a total balance due of $93.41. Please note that Ms. [redacted] was assessed charges for monthly access, EIP, and applicable taxes and fees for service between September 5, 2016, and October 4, 2016. Ms. [redacted]s current statement charges were due in full by October 25, 2016. T-Mobile records reflect that on October 11, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Plus handset. Please note that Ms. [redacted] was required to remit a down payment of $149.99 for this purchase. Ms. [redacted] also agreed to a series of 24 monthly installments in the amount of $30.00 added to her subsequent monthly billing statements. Please be assured that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if a customer contacts Customer Care, the assisting T-Mobile representative must verify the Account Holder’s name, and last four of their respective Social Security Number unless a special password is requested and designated by the account holder. It is important to note that when customers contact Customer Care by dialing 611 from their handset or by dialing our Customer Care line at 800-937-8997, our Interactive Voice Response system will prompt the customer to verify the mobile number and last four of their Social Security Number. Should a customer not have a password set up, when they reach a representative they should be asked to verify their name. Once the account verification process is completed with Customer Care, the assisting representative may provide the assistance needed to resolve the customer’s concern. It should also be noted that should a call need to be migrated from our Customer Care Department to a specialized team for additional support and handling, additional account verification may need to be completed in order to continue with advanced assistance. Upon further review of Ms. [redacted]s account, our records reflect that on October 19, 2016, she contacted Customer Care and participated in troubleshooting efforts pertaining to her Wi-Fi connection concerns. Our records reflect that Ms. [redacted] remitted a $93.41 payment on October 30, 2016. Accordingly, Ms. [redacted]s account balance was updated to reflect a zero balance due. Please be advised that on October 31, 2016, T-Mobile contacted Ms. [redacted] regarding her concerns. It should be noted that Ms. [redacted] confirmed that she was able to correct her Wi-Fi connection concerns upon additional troubleshooting she completed. It is important to note that T-Mobile explained Ms. [redacted]s billing history with respect to her EIP payoff and advised her of additional methods in remitting payment to satisfy open EIP agreements in the future. Finally, as a gesture of good-faith, and as a courtesy to Ms. [redacted], T-Mobile offered to apply a one-time $131.35 credit to her account. Ms. [redacted] accepted this offer as a resolution to her concerns. Please be advised that Ms. [redacted]s account remains in an active status with a $131.35 credit balance, which will be used to reduce future monthly billing. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]s contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jason A[redacted] Executive Response

why would t mobile lie like that and I had been turn my old device back into them  and when I get my bill and I seeing it I had called them immediately and they told me that I had been charged $618 not $718 so which means is that they lied to the Revdex.com 2 I am not happy with this they really need to do what they say that they will do so im at the points where I'm ready to get legal action on them instead it to the channel 8 news they need to erase my bill like they said they would for all the inconvenience and problems that they have put me and my family through
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: No attempts were mad to contact me about this situation. When attempts wee made they were from me every month about this to T-Mobile. The only attempts that were made to contact me after this matter was computer voice prompting me to a person who sounds like they were reading from a script that keep saying the same thing.  Back in November of 2016 I did report the matter and was directed to Samsung from T-Mobile about the issue. I had called before hand about the note 7 stating that I was not getting all my messages. I was being helped by a T-Mobile Tec for messaging support, And on November 26, 2017 T-Mobile was called about the fire to the Note 7. That is when the T-Mobile rep pushed my bill back to $0.00. That was on record with T-Mobile. But the situation at hand is From Decemebr 2016 to Febaury 2017 my bill went from $0.00 to $1,000.00 without my phone going off. I was told by T-Mobile on many occasions I called back to not pay a bill. There is no way my bill can be the total it was for that long period of time and m phone stay on without paying. I was under the direction of T-Mobile on what to do and not to do since November of 2016.  I am willing to pay my bill, because that is my obligation.  The issue I am not under standing is once again, when I was talking to T-Mobile Reps they were telling me what to do. Why am I being cut off of my phone when the REPS were telling me what not to pay and just keeping my lines on? How does a person line get to be that amount  for that long and not get shut down, or even cut back on with out paying? When I do speak to the T-Mobile REPS they do not understand what I am saying, send me to other people who does not know what is going on and I am on the line for hours on end to trying to get a handle on this. I know T-Mobile says my bill is $2,500.00 but once again if it got to be that amount then it was not fault of mine. I was under the direction of T-Mobile on how to handle this.
Sincerely,
[redacted]

February 5, 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 January 22, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her recent handset order. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and we apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. Upon our review of Ms. [redacted]’s order number [redacted], which was placed on January 12, 2016, T-Mobile has confirmed that Ms. [redacted]’s order was never received. As such, on January 22, 2016, T-Mobile submitted a refund in the amount of $128.10 to Ms. [redacted]’s credit card used for the above-referenced order. In an effort to amicably resolve this matter, and upon speaking to Ms. [redacted], on January 29, 2016, T-Mobile processed an order for an LG G Stylo handset to be purchased through our Equipment Installment Plan ("EIP") program and sent, via overnight shipping, to Ms. [redacted]. In addition, T-Mobile has applied a credit in the amount of $209.04 for Ms. [redacted]’s down payment, tax, and shipping charges for the above-referenced LG G Stylo handset. As an additional courtesy to Ms. [redacted], T-Mobile has applied a credit in the amount of $22.71 for the charges associated with the mobile number ending in 2136 from the billing statement dated January 14, 2016. Pursuant to our conversation with Ms. [redacted] the matter is resolved and she has no further concerns. 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]