T-Mobile Usa Inc

Good afternoon,  this is in regards to complaint #[redacted]
 
I spoke with Zachary S[redacted] from T mobile this morning regarding my defective phone.  We agreed on me receiving a refurbished Galaxy S 6 to rectify my current issue with my current Galaxy S5. 
 
As of now I'm...

satisfied with the agreement. 
 
Thank you for your assistance. 
 
[redacted]

March 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 March 4, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Ms. [redacted] associated to the 2016 Friends and Family Two Lines On Us offering. According to T-Mobile records, on November 18, 2016, Ms. [redacted] activated two new lines of service ending in [redacted] and [redacted] during our 2016 Friends and Family Two Lines On Us promotional period. This promotion ran from November 18, 2016 through November 22, 2016, and offered new and existing postpaid customers who activated two voice lines on T-Mobile ONE or an eligible Simple Choice rate plan the ability to receive up to two additional lines for free via monthly promotional bill credits to the account. Please note that the promotional bill credits would be applied within two billing cycles of activation.
In reviewing Ms. [redacted]’s account, we confirmed that the account billing cycle closes on the 23rd of each month. As such, the above promotion should have impacted Ms. [redacted]’s account by January 24, 2017. Nonetheless, our records indicate that on December 14, 2016, two promotional bill credits of $20.00 were issued to the account for the 2016 Friends and Family Two Lines On Us offering.
It is important to mention that on December 16, 2016, Ms. [redacted] changed her rate plan and subscribed to T-Mobile ONE rate plan for $130.00 per month with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. Please note that under the T-Mobile ONE rate plan, each added-on-line of service is billed an additional $25.00 per month.
T-Mobile records confirm that on December 24, 2016, the account was suspended as the payment processed through AutoPay, a feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer, was returned unpaid to T-Mobile. As well, on December 24, 2016, a payment of $123.38 was remitted and the account was restored from suspension. As stated in the Terms and Conditions, if T-Mobile suspends a customer’s service and then later reinstates it, a fee may be assessed. Therefore, the account was assessed a $20.00 restore from suspension fee per line of service. Please note that as a gesture of good faith, on January 2, 2017, two adjustments of $20.88 for two of the restore from suspension fees were posted to the account. Also, on December 24, 2017, due to an inadvertent error, the mobile number ending in 3505 was activated as an added-on-line to the account and, pursuant to Ms. [redacted] request, the mobile number ending in [redacted] was ported to replace the mobile number ending in 3505. Additionally, the mobile number ending in [redacted] was cancelled. T-Mobile regrets any inconvenience to Ms. [redacted].
The account at this time remains subscribed to the T-Mobile ONE rate plan for $130.00 per month with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. The lines ending in [redacted] and [redacted] are the added-on-lines to the account and each pay an additional $25.00 per month. In addition, the lines ending in [redacted] and [redacted] each have the Premium Handset Protection (“PHP”) feature for $10.00 per month per line. Based on the above, Ms. [redacted]’s estimated monthly recurring charge is approximately $140.00 plus taxes on the PHP features and including both $20.00 promotional credits under the 2016 Friends and Family Two Lines On Us offering and the $20.00 T-Mobile ONE AutoPay promotional bill credit which Ms. [redacted] also qualifies to receive.
In an effort to amicably resolve this matter, on March 13, 2017, T-Mobile reviewed Ms. [redacted]’s account and confirmed that it is currently enrolled in our 2016 Friends and Family Two Lines On Us offering. Additionally, two credits of $20.88 for the remaining two restore from suspension fees billed to the account were posted, leaving the account with a credit balance of $13.79.
Further, on March 13, 2017, upon speaking with Mr. [redacted], she confirmed that her concerns were resolved and as a courtesy, a credit of $103.43 towards the monthly recurring charges billed from December 2016 through February 2017 was posted to the account. As of March 13, 2017, the account reflects a credit balance of $117.22. T-Mobile regrets any inconvenience to Ms. [redacted]’s and 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.
Aika A[redacted]
Executive Response

January 19, 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 January 17, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of records is a business, [redacted] and that Mr. [redacted] is designated as the point of contact and authorized user for the account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on May 13, 2015, a Wi-Fi Cellspot Router was mailed to Mr. [redacted]. Further records confirm that on May 31, 2015, a second Wi-Fi Cellspot Router was mailed to Mr. [redacted]. These devices were mailed to Mr. [redacted] to improve his coverage at his billing address. Please note that the Wi-Fi Cellspot Routers are T-Mobile owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. It is important to note that when T-Mobile sent Mr. [redacted] the above devices, the initial $25.00 deposit requirement was waived for him. Additional records confirm that on January 14, 2017, Mr. [redacted] returned the above Wi-Fi Cellspot Routers. Although Mr. [redacted] did not pay a deposit for either of the above devices, on January 16, 2017, as a courtesy to him, we applied a $50.00 credit to his account. This credit reduced Mr. [redacted] balance to $118.36 and he may verify this by visiting www.T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

August 12, 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 August 10, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’ satisfaction. 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 Mr. [redacted]’ recent contact with our retail location. T-Mobile records confirm on July 29, 2016, Mr. [redacted] purchased an Apple iPad Mini 4 when he took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering. At the time of purchase Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments of $21.92 for the device. The only promotion T-Mobile was running for an Apple iPad Mini 4 at the time of Mr. [redacted]’ purchase was for a limited time customers could receive $200.00 off a new iPad in the form of 24 monthly EIP bill credits of $8.33 with the purchase of an Apple iPad and Apple iPhone device. T-Mobile regrets if this offering was not explained in detail to Mr. [redacted]. In an effort to amicably resolve this matter, on August 11, 2016, T-Mobile applied a credit in the amount of $300.00 to the Apple iPad Mini 4 device. The remaining EIP balance owed on the device is now $229.99. Upon speaking with Mr. [redacted] he accepted this 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. Zachary S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], I have spoke with Juan B[redacted] on 10/26/2016 and he has stated the same as in the response, the only difference is we did not discuss the size of the storage on the phone. So I have contacted TMobile and requested the size of both Note 5's be 64GB on 10/27/2016. I do understand also that when Juan B[redacted] contacted me on 10/26/2016 and stated the phones will be $200 a piece at $8 a month, and they are now on 10/31/2016 going to be free. I do accept the free phones. I only ask that they be 64GB. I greatly appreciate your assistance with this. I also contacted Tmobile today 10/31/2016 and they stated that the phones (Note 5's) are back ordered and I have to wait 20 days before the devices are recieved, Juan can you please verify this? As you do know the Note 7 is a safety concern.
Sincerely, [redacted]

January 4, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your c[redacted]pondence dated December 29, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully resolved Ms. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Ms. [redacted] in regards to her above-referenced account. T-Mobile records confirm that on November 19, 2016 Ms. [redacted] activated her above-referenced account with a total of four lines of service. Please be advised that at the time of Ms. [redacted] activation, she subscribed her four mobile lines of service to T-Mobile’s flagship rate plan, T-Mobile ONE. T-Mobile ONE offers customers unlimited talk, text, and data for a monthly cost of $130.00 for her first two lines of service and $25.00 for each additional line of service up to eight lines. T-Mobile ONE also offers an additional savings of a $5.00 discount per line of service to customers enrolled in AutoPay. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Please be advised that on this date T-Mobile was also offering its Un-carrier offer of ¬2016 Friends and Family which offers a monthly credit to offset the cost of the third and fourth line for new lines of activation. With the T-Mobile ONE AutoPay monthly discount and the 2016 Friends and Family offer will reduce Ms. [redacted] monthly recurring charges to $120.00 plus applicable taxes and fees. Please note that the 2016 Friends and Family offer credits can take up to one to two billing cycles to apply. Please be advised that on November 19, 2016, Ms. [redacted] also purchased four T-Mobile branded handsets on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customer to purchase handsets by paying a down payment for various model and memory variants and agreeing to 24-monthly installments. Ms. [redacted]’s purchases are as follow: In store • An Apple iPhone 7 32GB in which a down payment was not required and 24-monthly installments in the amount of $27.09 were accepted. • An LG K7 in which a down payment was not required and 24-monthly installments of $6.25 were accepted. Please note that this handset was also offered free after EIP credits that will offset the cost of the EIP installment making it free after 24-months. Ms. [redacted] has received monthly credits of $6.25 to offset the cost of the EIP installment. • An LG V20 which required a down payment of $49.99 and 24-monthly installments in the amount of $30.00 were accepted. Order • Apple iPhone 7 Plus 32GB which required a down payment of $19.99 and 24-months installments in the amount of $31.25 were accepted. Please be advised that this handset had to be ordered as it was not in stock in store. Regrettably, due to an inadvertent error the order was canceled and Customer Care placed it once again on November 25, 2016, which caused a delay of delivery where Ms. [redacted] did not receive it until November 28, 2016. Please be advised that these EIP charges are billed in addition to the monthly recurring charges and will be reflected on Ms. [redacted]’s billing statement. Please note as Ms. [redacted] activated service on November 19, 2016, her billing cycle close date with an estimated AutoPay due date of the tenth of every month as she requested and a regular due date of the twelfth of every month. T-Mobile records confirm that on November 30, 2016, Ms. [redacted] contacted Customer Care and requested a due date change in which her billing cycle close date had to be changed. Ms. [redacted] agreed to be on the twenty-second of every month and her new billing cycle close date was changed to close on the first of every month. On December 20, 2016, a billing statement generated reflecting a balance of $163.11 due by January 12, 2017, for prorated monthly recurring charges and applicable taxes and fees for service from December 20, 2016, through January 1, 2017, and monthly EIP charges. These charges are accurate for Ms. [redacted]’s time frame for her new billing cycle close date change. Per our conversation on January 3, 2017, Ms. [redacted] has been made aware of the pricing structure of T-Mobile ONE and is aware that the reduced price is subject to her AutoPay enrollment. T-Mobile also applied a credit in the amount of $68.50 for the prorated monthly recurring charges and applicable taxes and fees for service from December 20, 2016, through January 1, 2017, leaving a balance due of $69.61 by January 12, 2017, for the monthly EIP charges. Ms. [redacted] has also been made aware that her billing due date is the twenty-second of every month but as she is enrolled in AutoPay for the T-Mobile ONE offer her AutoPay due date is the twentieth of every month as AutoPay withdraws several days before the due date. 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

Complaint: [redacted]
I am rejecting this response because: According to my T-Mobile Purchase Contract, none of the disqualifying details or information appears anywhere on this Receipt/Contract.  Nor did any of the T-Mobile sales personnel mention anything about line cancellaitons.  However, today is my 30th day to resume my T-Mobile connection cancelled.  I will resume the cancelled connection today.  I am willing to pay for the time up to today, as long as I am reconnected with the promotional credits.  Attached are copies of my receipt/contract that has no information about cancellation of lines/promotional credit loss.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for all your help, T-mobile rep was a great in reponding to the complaint.Sincerely, [redacted]

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 30, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has in regards to our Smartphone Equality offer. Please note our Smartphone Equality offer states if customers pay their T-Mobile bill on time for 12 consecutive months, they will have access to the best pricing for our smartphones, tablets, and other devices available through T-Mobile. There will be instances where certain devices are not offered as zero down. However, as part of this program, customers still receive best pricing when upgrading.
On July 6, 2017, we spoke with Mr. [redacted] and advised that regrettably he currently does not qualify for our Smartphone Equality due to non-payment suspensions on July 29, 2016, September 30, 2016, and October 29, 2016. However, we advised Mr. [redacted] if he continues remitting on-time payments for 12 consecutive months through October 29, 2017, he may then qualify for best pricing. We regret any inconvenience this caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Daniel R[redacted]
Executive Response

March 10, 2016
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 February 27, 2016 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 certainly regrets to hear that Ms. [redacted] has questions about the Equipment Installment Plan (EIP) payoff payments made to her account and how that payment has impacted the account balance.  Please note that when a customer initiates and remits an additional payment toward their EIP, the payment is posted to the account immediately while the associated charge to reduce the balance on the EIP does not appear until the end of the billing cycle.  As such, if there is a balance owed at the time of EIP payment, it will be applied to that open balance. 
T-Mobile records confirm that Ms. [redacted] made two additional payments towards her open EIP balance on August 18, 2015 and August 27, 2015 totaling $45.00. Please note that Ms. [redacted] made these payments online at my.t-mobile.com. It is important to note that customers remitting an EIP prepayment online are provided with the following terms:
“This payment will show against your account balance until your next bill when it will be applied to your EIP balance. All payments can be viewed in your payment history.”
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
David T[redacted]
Executive Response

February 7, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 25, 2017 regarding the above-referenced account.  Please be advised that we have made attempts to contact Ms. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter and will forward a copy to Ms. [redacted].   
 
We regret to hear that Ms. [redacted] had any concerns regarding her T-Mobile account. According to records on November 16, 2016, Ms. [redacted] upgraded her device to an iPhone 7 32GB rose gold for $649.99 and financed the device through our Equipment Installment Plan (“EIP”). In addition to the device purchase she also purchased a Belkin USB, 2 Evo glass screen protectors, and a Mophie juice pack battery case. The total purchase for the device and accessories were $814.93.
 
At the time of purchase, Ms. [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $33.99 which appeared on the first bill following the purchase of the device. 
 
In addition to the above mentioned transaction, on November 16, 2016, Ms. [redacted] also purchased an Apple iPhone 6S through our EIP. Ms. [redacted] was not required to make a down payment for the new device; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $26.25.
 
Our records further reflect on November 19, 2016, Ms. [redacted] activated two new mobile internet lines of service. Ms. [redacted] subscribed to our Simple Choice North America 6GB of data at $35.00 per month per line of service and will receive $10.00 per month per line of service for our Mobile Internet discount per line for already having voice services, for a total cost of $25.00 per month per line of service.
 
Additionally, at the time of activation of Ms. [redacted]’s two mobile internet lines, she qualified for our 2016 Friends and Family 2 Lines On Us. From November 18, 2016, through November 22, 2016, eligible customers who activated two voice lines on T-Mobile ONE or Simple Choice can get up to two additional lines for free via monthly bill credits. Please note that as with many of our promotions, bill credits will be applied within two bill cycles of activation.
 
It is important to note that Ms. [redacted] is a bill current customer; this 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. Therefore, Ms. [redacted] received a bill for new the lines of service from November 19, 2016, the date of activation, through December 9, 2016, the end of the bill cycle, plus the charges from December 10, 2016, through January 9, 2017. We apologize for the bill shock it caused Ms. [redacted] and as a courtesy, have removed the prorated charges reducing the balance to just $230.37 due on February 2, 2017.
 
Please note that our records confirm that Ms. [redacted]’s promotion enrollment was completed and on December 21, 2016, she began to receive the $25.00 2016 Friends and Family 2 Lines On Us credit per line and will continue to receive the bill credits going forward monthly.
 
Although, our records reflect that Ms. [redacted] was billed accordingly for the accessories based on her EIP authorization, as a courtesy, we have closed the accessories as paid in full. Thus going forward, Ms. [redacted], will only receive charges for the EIP on the equipment purchased plus the monthly access charges.
 
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

June 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 29, 2016, regarding the above-referenced account. We are pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns; we appreciate the opportunity to respond to this matter. T-Mobile records indicate that on June 10, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP") offering. Please note that EIP is an equipment purchasing option that allows customers the ability to acquire handsets and pay them off over a series of 24 monthly installments which are added to their monthly billing statement. Our records indicate that on June 10, 2015, Ms. [redacted] purchased an LG Leon handset for use on her line ending [redacted], at the full retail price of $149.76. Please note that Ms. [redacted] was not required to remit a down payment for this purchase, however she agreed to 24 monthly installments in the amount of $6.24. T-Mobile records indicate that on July 10, 2015, Ms. [redacted] qualified for, and took advantage of our EIP offering with the purchase of a Samsung Galaxy Note 4 handset, and OtterBox case, and a JBL Charge 2 Plus speaker, at the total combined retail price of $909.82; Ms. [redacted]’s monthly installments were $29.16, $2.50, and $6.25 respectively. T-Mobile records confirm that on January 8, 2016, Ms. [redacted]’s mobile number ending [redacted] was cancelled as this number was ported to an alternate service provider. It should be noted that the LG Leon handset for this mobile number would continue to bill as agreed as her account remained active with alternate mobile numbers. Our records also indicate that on March 8, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S7 handset, at the full retail price of $669.99. Please be advised that Ms. [redacted] was not asked to remit a down payment for this handset; however, she agreed to a series of 24 monthly installments in the amount of $27.92 for this purchase. T-Mobile records confirm that on March 19, 2015, Ms. [redacted] contacted T-Mobile and advised that the mobile numbers ending [redacted] and [redacted] on her account were interested in opening their own T-Mobile account. Please be advised that T-Mobile allows qualified customers to participate in a Change of Responsibility (“COR”), which provides the ability for mobile numbers to be transferred from one account to another. Qualified individuals may also have their EIP transferred. Our records confirm that on March 19, 2015, Ms. [redacted]’s mobile numbers ending [redacted] and [redacted] were successfully removed from Ms. [redacted]’s account by way of COR. Please be advised that after Ms. [redacted]’s mobile numbers were transferred from her account, her estimated monthly charges were estimated to be $158.83, including estimated taxes and fees for two lines of service; however, this figure does not include her previously accepted EIP charges. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care. T-Mobile records confirm that Ms. [redacted]’s billing statement dated May 9, 2016, carried a total balance as $587.17. Please be advised that $314.45 was considered past due. Ms. [redacted] was assessed $272.72 in current statement charges for monthly access, EIP, and applicable taxes and fees for service between April 10, 2016, and May 9, 2016. Please be advised that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by June 2, 2016. T-Mobile records indicate that on May 27, 2016, Ms. [redacted] remitted a $157.22 payment. Accordingly, Ms. [redacted]’s account balance was updated to reflect that $157.23 remained as past due, and $272.72 remained due by June 2, 2016. Our records also confirm that on May 27, 2016, Ms. [redacted]’s account received $46.02 in account credit. Please note that these credits did not impact Ms. [redacted]’s past due amount, however her amount due by June 2, 2016, was updated to reflect $226.70. Our records do not indicate that Ms. [redacted] remitted a payment toward her May 2016 billing statement by its respective due date. As such, on June 3, 2016, Ms. [redacted]’s account balance was updated to reflect that $383.93 was past due. Please note that on June 6, 2016, T-Mobile contacted Ms. [redacted] regarding her billing concerns, and although it is our position that her balance is valid, we offered a one-time $200.00 courtesy credit to her account. Additionally, T-Mobile explained that her quoted amount does not include her EIP charges, and upon speaking with her, T-Mobile agreed to absolve her of the remaining charges associated with her LG Leon handset, and her JBL Speaker. As a final gesture of good faith, T-Mobile offered to provide Ms. [redacted] with a rate plan change to our Select Choice Family plan, which provides her with nationwide unlimited calling, text messaging and data with five gigabytes of smartphone mobile hotspot, at a reduced price of $90.00 per month, plus taxes and applicable fees. Please note that Ms. [redacted] is aware that her quote for services does not include her remaining EIP charges for her Samsung equipment and accessory. Please be advised that Ms. [redacted] accepted this as a resolution to her concerns. Accordingly, T-Mobile provisioned Ms. [redacted]’s plan change, absolved her of the remaining EIP balances for the LG Leon and JBL Speaker, and applied her courtesy credit. Ms. [redacted]’s account remains in an active status with a $183.93 balance, for monthly access, applicable taxes and fees for service between April 10, 2016, and May 9, 2016. As a final gesture of good faith, T-Mobile has secured Ms. [redacted]’s account from being impacted by a payment delinquency suspension through June 18, 2016. 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

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 hope there will be no more inconsistencies with my account.  
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: T-Mobile isn't trying to resolve my issue. Even with the FCC auction concluding, they have no plans to better the coverage in Wisconsin. I'm not asking for new towers right now, I'm asking if T-Mobile will ever add new frequencies in my area in the near future. Thank you.
Sincerely,
[redacted]

August 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 August 3, 2016, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction. We regret to hear that Mr. [redacted]’s coverage in his area was not adequate and he had to cancel his T-Mobile service. Our records indicate Mr. [redacted]’s account was activated on May 26, 2016, with two lines of service and was canceled on June 1, 2016. It should be noted that Mr. [redacted]’s account was billed in advance for services and therefore on May 27, 2016, T-Mobile sent Mr. [redacted] his initial billing statement which reflected the balance of $111.62 for services from May 27, 2016, to June 26, 2016. However as the account was canceled, T-Mobile applied credits of $87.09 for the unused services from June 1, 2016, to June 26, 2016. After these credits this left Mr. [redacted] with an outstanding balance of $24.53 for prorated charges for services utilized from May 26, 2016, to June 1, 2016. As such on June 27, 2016, T-Mobile sent Mr. [redacted] his billing statement which reflected the remaining balance of $24.53. Although on August 5, 2016, T-Mobile applied a courtesy credit of $24.53, which was the remaining balance. Therefore Mr. [redacted]’s account remains closed with a zero balance. Furthermore our records confirm that Mr. [redacted]’s account was never referred to an outside collection agency and remained within T-Mobile. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Mercedes [redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: 1, T-Mobile refused to admit that the referenced account (T-Mobile Account No. [redacted]) was created without my authorization or even my knowledge.2, T-Mobile refused to admit that it was T-Mobile’s fault that this account was created, which caused all the trouble. T-Mobile representative Ms. G[redacted] told me during our phone conversation that the canceled account (account No. [redacted]) was opened under my name and address using “a social security number provided to T-Mobile”, that T-Mobile had no reason to believe that it was not me who was providing that information because “when we ran it (the social security number provided by someone to open account No. [redacted]), it came back as approved”. She also informed me later that this social security number was not the same as the social security number associated with my current T-Mobile account. I could think of two possibilities. One is that T-Mobile did use my social security number to open this canceled account and now is lying about it. The other possibility is that T-Mobile opened an account under my name without checking if the credit was approved for me. Either way it’s T-Mobile’s fault that this account was opened. Admitting this mistake is the first step in resolving my complaint.3, During our phone conversation on April 12th, 2017, T-Mobile representative Ms. G[redacted] mentioned that there would be an internal investigation on how this account was created but T-Mobile will not share the result of that investigation with me, even though this investigation is about how I was wrongfully charged.4, T-Mobile continued to act in contradiction to its own statement of “T-Mobile strives to provide world-class service to all of our customers on each and every contact”. After responding to them on April 5th, 2017, I send an email to Ms. G[redacted] the same day as my response to her proposed solution, and to inform her that I had posted my response with Revdex.com. I did not hear from T-Mobile. On April 12th, I called Ms. G[redacted], left her a voicemail message, and sent her another email to remind her that I was still waiting for T-Mobile response. She then called me. 5, T-Mobile’s response on April 13th, 2017 to this complaint continued to be dishonest. It states that “T-Mobile asked that Ms. [redacted] provide her correct social security number so we can confirm accuracy of the cancelled account. Regrettably, Ms. [redacted] declined this request.” This is not true. At the beginning of our phone conversation, Ms.G[redacted] informed me that the conversation was recorded. If we listen to the recording, we would hear that she asked me to verbally tell her my social security number over the phone, to which I refused. Before asking me to tell her my social security number over the phone, she clearly stated that T-Mobile had compared the social security number on my active T-Mobile account and the social security number used to open account No. [redacted], and that T-Mobile had found the two not the same. This clearly proves that T-Mobile has my social security number, which is associated with my current active T-Mobile account, which I have confirmed with Ms. G[redacted] over the phone. I declined to tell her my social security number over the phone because T-Mobile clearly already has my social security number on its file. 5, After I refused to tell her my social security number over the phone, Ms. G[redacted] told me that T-Mobile would not be able to verify if it was the same number used to open the cancelled account. This was after she stated that T-Mobile had already compared and concluded that these were two different numbers. As an effort to help her do her job, I offered an alternative that she read to me the number used to open the cancelled account so I could tell her if it was mine. She declined.
Sincerely,
[redacted]

June 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
[redacted] 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 28, 2017, regarding the above-referenced account.
T-Mobile regrets and service and billing concerns Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. If Mr. [redacted] found that the service was not acceptable, he could have cancelled service within this period and have only been responsible for the service charges, fees and taxes incurred through the date of cancellation.
T-Mobile records confirm that Mr. [redacted] activated the mobile number ending in [redacted] on September 9, 2016. Please note that since the mobile number ending in [redacted] was activated, Mr. [redacted] has been subscribed to the T-Mobile ONE family rate plan for $130.00 monthly plus tax.
T-Mobile records indicate that Mr. [redacted]’s account may be placed on a seasonal suspend once per 12 months for a maximum of 90 consecutive days. Per Mr. [redacted]’s request, his line of service ending in [redacted] was seasonally suspended on February 26, 2017, and resumed on April 26, 2017.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s).
T-Mobile records confirm that on May 30, 2017, Mr. [redacted] cancelled his mobile number ending in [redacted] and changed his rate plan from the T-Mobile ONE family rate plan to the T-Mobile ONE individual rate plan for $75.00 plus tax monthly. At that time, in an effort to amicably resolve this matter, T-Mobile issued a courtesy credit in the amount of $275.00 which represented the difference in pricing between the T-Mobile ONE family rate plan and the T-Mobile ONE individual rate plan for the previous five months.
As of June 14, 2017, Mr. [redacted]’s account reflects a balance of $169.11 for monthly access charges from June 8, 2017 through July 7, 2017. 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.
William B[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to our Refer-a-Friend program. Please note that starting January 1, 2017, the T-Mobile Refer-a-Friend program allows existing customers to receive a $50 prepaid MasterCard card for referring friends and family to open a new postpaid account with T-Mobile. It is important to note that along with several qualifying rules for this promotion, customers were to submit a referral online at least 24 hours prior to their friends and family activating their new account. Our records indicate that this was not done and as such Mr. [redacted] was not eligible for the promotion.
On April 3, 2017, in an effort to amicably resolve this matter, T-Mobile has issued a bill credit in the amount of $50.00 to Mr. [redacted]'s account updating his account to a credit balance of $50.00.

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.
Cesar R[redacted]
Executive Response

Revdex.com:
 
I left a message on the T-Mobile Facebook page just after making my Revdex.com complaint. Two representatives reached out to me to resolve the issue. After she looked into my account history, she determined that the equipment in question could not be traced and there was no...

receipt of UPS delivery, so she said that I would be refunded the full amount of $351. I just want to say that that was the fastest, most effective response I've ever had with T-Mobile and I let Jessica know I appreciated her help in rectifying the situation. I will send you a message confirming receipt of my refund when I receive it.
 
[redacted]
 
Sent from my iPhone

August 4, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 27, 2015 regarding the above-referenced account. T-Mobile is pleased to report we have resolved Mr. [redacted]’s concerns to his satisfaction. As originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (“EIP") for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. T-Mobile records confirm that, on February 17, 2015, Mr. [redacted] qualified for and took advantage of the JUMP! program by purchasing three Samsung Galaxy S4 device kits and trading in two Apple iPhone 5S devices and one Apple iPhone 5c device. T-Mobile records confirm all three Apple devices were received at our return center on February 27, 2015. Due to an inadvertent error, the EIP’s for the two Apple iPhone 5S devices remained active. When a subsequent request was submitted to complete the JUMP! transaction, the EIP’s associated with the recently purchased Samsung Galaxy S4 devices were closed, instead of those associated with the traded-in iPhone devices. T-Mobile has issued credits totaling $270.00 for all installments that were billed for the Apple handsets from March of 2015 through July of 2015. On July 20, 2015, Mr. [redacted] ported his T-Mobile numbers to another carrier, thus canceling his T-Mobile account. Please note this was done prior to T-Mobile being able to close out the Apple device EIP’s as paid in full. If a customer has an open EIP and the account is canceled, any remaining 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. Therefore, Mr. [redacted]’s final billing statement will indicate a charge of $702.00 for the Apple devices. T-Mobile has applied a credit of $702.00 to offset this charge. Mr. [redacted]’s final bill will also be assessed a charge of $237.31 for the EIP corresponding with the Samsung device which was not closed. It is important to note T-Mobile will not attempt to collect the remaining balances owed on the additional two Samsung devices that were credited in error. This is equivalent to a $599.52 credit. Although it is T-Mobile’s position that this is sufficient credit for this transaction, in an effort to amicably resolve this matter, as an additional courtesy, T-Mobile has agreed to apply a credit of $137.00 against the remaining balance associated with the Samsung device. These remaining charges will be accelerated to final billing statement accordingly. All credits issued by T-Mobile will be reflected on the final billing statement which will be issued after August 17, 2015. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at[redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response