T-Mobile Usa Inc

August 16, 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 9, 2016, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Ms. [redacted]’s concerns to her satisfaction. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her [redacted] service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. To be eligible for this offer, each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. The new device may be purchased with our Equipment Installment Plan (“EIP”), but this is not required. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the traded-in handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. T-Mobile records indicate on June 1, 2016, Ms. [redacted] activated five lines of service and was able to port her numbers from [redacted]. Also, Ms. [redacted] took advantage of our EIP program with the purchase of an Apple iPhone 6s Plus Rose Gold 16GB device, an Apple iPhone 6 Plus Silver 16GB device, an Apple iPhone 6s Plus Gold 16GB device, an Apple iPhone 6 Plus Silver 16GB, and an Apple iPhone 6s Plus Rose Gold 16GB. Ms. [redacted] also traded-in her [redacted] devices and received a total of $360.00 in trade-in credits. On July 18, 2016, T-Mobile received Ms. [redacted]’s final [redacted] billing statement, however only an early termination of $240.00 for the line of service ending in [redacted] was identified. A credit of $240.00 was then applied to Ms. [redacted]’s account the same day. Regrettably, Ms. [redacted]’s prior billing statement did not provide the required details to provide additional credits such as the mobile number and equipment models to match them with the trade-in devices and the numbers that were ported over. As such no additional credits were provided to Ms. [redacted]. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Please note, in our conversation with Ms. [redacted] she indicated that the sixth line of service mentioned in her complaint to your office, was never discussed with T-Mobile and that a port in request for that line of service was never processed. Hence, T-Mobile could not port her additional line of service and we respectfully decline Ms. [redacted]’s request for compensation regarding this matter. Nonetheless, in an effort to resolve Ms. [redacted]’s concerns amicably, on August 12, 2016, T-Mobile approved the reimbursement of $164.94 for the line of service ending in [redacted], $189.56 for the line of service ending in [redacted], $593.56 for the line of service ending in [redacted], and $357.37 for the line of service ending in [redacted] for a total of $1,305.43 in the form of direct transfer to Ms. [redacted]’s checking account. Although Ms. [redacted] had already received trade-in credits of $360.00 and an early termination fee credit of $240.00, as a courtesy T-Mobile did not deduct those amounts from her reimbursement. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

September 20, 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 September 13, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to the above-mentioned T-Mobile account. Please note as previously mentioned in our correspondence to your office dated August 24, 2016, T-Mobile records confirm that Mr. [redacted] activated his T-Mobile account on March 18, 2016, with new mobile numbers ending in[redacted] and intended to take advantage of our Carrier Freedom promotion whereby not only are Early Termination Fees (“ETF”) reimbursed, but also accelerated equipment installment balances up to $650.00 per device. There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. In order to be eligible for this promotion, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. Within 60 days of activation, customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com. A review of Mr. [redacted]’s reimbursement offer status indicates that we did not receive any device trade-ins. T-Mobile records confirm four of the seven mobile numbers on Mr. [redacted]’s account were ported from another carrier which is a requirement to qualify for the above-mentioned reimbursement. This included the mobile numbers ending in [redacted] However, one of the final [redacted] bill copies Mr. [redacted] emailed us on August 19, 2016, only detailed a payment of $622.84 and a zero balance. There was nothing indicating this payment was for a device buyout or what mobile number it was for. Please note T-Mobile needs to be able to see the charge we are reimbursing and that the mobile number that were ported into T-Mobile. On August 24, 2016, and again on September 16, 2016, we asked Mr. [redacted] to send a copy of an itemized bill showing the device buyout, ETF and the mobile number that the charges were assessed toward. On August 19, 2016, Mr. [redacted] also provided a [redacted] bill detailing a $170.00 ETF for the mobile number [redacted]. However, this mobile number was not ported to T-Mobile, and our system shows the number is still with [redacted]. We are unable to provide a reimbursement for this ETF as the mobile number was never ported to T-Mobile. However, as a courtesy to Mr. [redacted], we advised we will add $170.00 to the below overall credit once we receive the trade-in devices. On August 19, 2016, a third [redacted] bill provided by Mr. [redacted] detailed charges of $49.98, $324.87, and $494.00 for device payment buyouts, and the mobile numbers ending in [redacted] have all been ported to T-Mobile. As such we advised Mr. [redacted] we will be able to provide reimbursement in the amount of $1,038.85 which includes the above $170.00 ETF for the mobile number ending in [redacted], once we receive the devices in good working condition at the Executive Response Office. Mr. [redacted] stated a bill credit to his T-Mobile account would be sufficient. In regards to the $670.00 rebate card that we sent to Mr. [redacted] on August 5, 2016, if the card is not working Mr. [redacted] will need to contact Citibank directly at 1-800-522-7458. 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

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

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 2, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding his account. T-Mobile records indicate that Mr. [redacted]’s account may be placed on seasonal suspend once per 12 months for a maximum of 90 consecutive days. However, as the account is under contractual obligation, the contract will be extended for the amount of time the account is on a seasonal suspension. Please note the cost for a seasonal suspend is $10.00 plus tax per month. Per Mr. [redacted]’s request, his two lines of service ending in [redacted] and [redacted] were seasonally suspended on December 27, 2015, and were scheduled to resume on March 24, 2016, provided that payments remain current through that date. If at any time the account goes into a past due status and the account is suspended for non-payment, the seasonal suspension will be removed. Regretfully, as the account went past due during the duration of the seasonal suspend the account was suspended for non-payment on February 5, 2016. Please note on February 10, 2016, payment was remitted in the amount of $30.19 which systematically restored service on the account to an active status. As T-Mobile did not receive a request from Mr. [redacted] to seasonally suspend her account again the account began incurring normal monthly access charges. As such, Mr. [redacted]’s account balance of $424.96 represents monthly access charges rendered from the billing statements dated March 7, 2016, through May 7, 2016. In an effort to amicably resolve this matter, on June 3, 2016, T-Mobile applied a credit in the amount of $424.96 bringing the account balance to zero. Please note Mr. [redacted]’s account is once again active and will begin incurring monthly access charges. T-Mobile regrets any inconvenience this may have caused Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

March 21, 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 17, 2016, regarding the above-referenced file number. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response. As indicated in our March 16, 2016 response, T-Mobile currently partners with a third party company, Vesta, to process refill payments for prepaid accounts. In an effort to protect customers from fraudulent payments, Vesta may require additional verification information when a payment is processed. The information required for verifications is related to the payment account, and is requested at random. It is important to note that if additional verification is required at the time of a payment, it cannot be bypassed. However, a prepaid refill card may be used in place of a credit card or electronic check refill. Our records confirm that Ms. [redacted] contacted our prepaid refill center on March 3, 2016, to refill her account. Ms. [redacted] was asked to provide additional verification of her payment account at that time to proceed with the payment. As indicated by our partners at Vesta, the required verification information was not provided, and regrettably, a refill could not be applied to Ms. [redacted] account. However, in an effort to amicably resolve Ms. [redacted] concerns, on March 3, 2015, T-Mobile issued a credit to her account in the amount of $50.00 for one billing cycle of her service. This moved Ms. [redacted] account into a paid status, and her service remains active, with a zero balance. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. 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 P[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I don’t owe anything on that phone. I traded someone online a fully paid for iPhone for that phone. If there was a balance on it I should have been notified in some way. Not allowed to just activate it on my account. In which case I wouldn’t have done he trade. This is bogus. Basically T-Mobile isn’t saying you can steal a T-Mobile phone as long as you continue to use it on T-Mobile. Or people can sell stolen T-Mobile phones and just sell them online and the person buying is at fault. Nope. I reject your response 100%
Sincerely,
[redacted]

Revdex.com:
  Please cancel this complaint. The issue has been resolved

June 22, 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 10, 2017, regarding the above-referenced account. T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concern has been resolved to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regards to exchanging her handset. On May 27, 2017, Ms. [redacted] purchased an iPhone 7 Plus 32GB Black handset on an Equipment Installment Plan (“EIP”) for the total purchase price of $769.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was required to remit a down payment in the amount of $49.99 and agree to a series of 24-monthly installment payments in the amount of $30.00.
As of the time of Ms. [redacted]’s purchase, T-Mobile provided a 14-day return period which allowed her to use the equipment to see if it met her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. It is important to note, pursuant to T-Mobile Policy, in order to receive a refund or an exchange for equipment, the customer must return the original undamaged equipment with original packaging and contents within the return period in good working order with no material alterations to device hardware or software.
In Ms. [redacted]’s correspondence to your office, she states she did not have the original packaging. As such, Ms. [redacted] was not eligible to return the handset or receive an exchange.
Nevertheless, upon speaking with Ms. [redacted] on June 15, 2017, she stated that her concern had been previously resolved as she was able to successfully exchange her handset. As a gesture of goodwill and in an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile applied a one-time account credit in the amount of $20.00 which resulted in a balance due of $279.61 on June 22, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

October 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: *** *** T-Mobile Account Holder: *** *** *** Your File No. *** T-Mobile Account No. *** To...

Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 2, 2016, regarding the above-referenced account. On October 4, 2016, T-Mobile spoke with *** ***, who was added as an authorized user on September 14, 2016. T-Mobile makes every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. ***’s recent contact with our Customer Care. From September 15, 2016 through September 25, 2016, new and existing postpaid customers on the T-Mobile ONE rate plan could get a new ‘iPhone 7 On Us’ (or an iPhone 7 Plus for $120.00) with the trade-in of an eligible iPhone and activation on a 24-month Equipment Installment Plan (“EIP”). Mr. *** confirmed that the iPhone 7 32GB handset upgrade order was placed on September 15, 2016, following the addition of himself as an authorized user on the account. T-Mobile confirms that iPhone 7 On Us credit for an Apple 5S handset would be $341.99. Mr. *** confirms that he did not accept the T-Mobile One rate plan change required for the iPhone 7 On Us offer. In an effort to resolve this matter amicably, T-Mobile applied a payment of $400.00, to Mr. ***’s EIP balance of $595.99. The payment will reduce the number of installments due and not decrease the monthly installment amount of $24.84. There was also an account credit of $58.00 applied for the estimated trade-in value of the Apple iPhone 5S handset. The account currently reflects a zero balance. 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. ***. Very truly yours, T-MOBILE USA, INC. Pancho Q*** 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]

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 7, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted], we have resolved this matter to his 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 during Mr. [redacted]’s recent contacts with our retail location.
We are sorry to lose Mr. [redacted] as a customer as a result of his experience. T-Mobile records reflect that on May 20, 2017, Mr. [redacted] purchased two Samsung Galaxy S8+ devices through our Equipment Installment Plan (“EIP”) program for use on mobile numbers ending in [redacted] and [redacted], wherein he was required to remit a down payment in the amount of $130.00 plus the taxes on the full retail price per phone, and agreed to 24 monthly installments in the amount of $30.00 per line.
T-Mobile records also reflect that Mr. [redacted] cancelled his services on all four lines on May 30, 2017. Due to an administrative error, Mr. [redacted] was informed to return the devices with the labels sent to him, rather than returning them to the point of sale, causing the delay in having his EIPs closed, and being refunded his down payments.
T-Mobile records indicate that on August 4, 2017, both EIP plans were closed as a result of having confirmation that the devices were received, resulting in pending credits to be applied to the current balance on the account when Mr. [redacted]’s next statement generates, on or around August 25, 2017.
On August 18, 2017, T-Mobile contacted Mr. [redacted] to discuss his concerns, and issued a prepaid MasterCard in the amount of $379.00, equaling the amount he paid for the down payment and taxes for the devices. Mr. [redacted] was informed it will arrive within seven to ten business days to his billing address, which he confirmed. Mr. [redacted] was also informed that collection activity has been held on his account as a result of the pending credits that will be applied to his next billing statement, and that his account will not be at risk of being referred to a collection agency. Pursuant to our conversation, Mr. [redacted] confirmed the matters have been resolved, and he has no further concerns. T-Mobile regrets any inconvenience to Mr. [redacted], and we appreciate his 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.
Adrianne F[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
 
First.-  t-mobile has contact me just ONE time not "attempts" and IT WAS successful  .  this is the message and my response:
From: [email protected]: [redacted]@aol.comSubject: RE: Your T-Mobile AccountDate: Mon, 18 Jan 2016 18:00:28 +0000Hello,    T-Mobile is in receipt of your Revdex.com correspondence regarding your account.  I am the investigator that has been assigned to review your concerns. Please contact me at the number below so we can discuss your concerns.  Please be advised, I am available Monday through Friday, between the hours of 7:30 AM and 4:00 PM Pacific Time, except on Tuesdays, when I am available from 10:30 AM until 7:00 PM Pacific Time.  If I am unavailable, please leave me a voicemail with a number you can be reached at, as well as a time to contact you.  I look forward to hearing from you soon.Thank you,       Chris P[redacted]Executive Response Office of the President/CEODesk: 877-290-6323 ext[redacted]Email: [email protected] T-Mobile – Fastest Nationwide 4G LTE NetworkNOTICE: This communication may contain privileged or other confidential information. If you have received it in error, please advise the sender by reply email and immediately delete the message and any attachments without copying or disclosing the contents. Thank you
RE: Your T-Mobile AccountI O   1/18/16  To: Executive Response ECR[redacted]@aol.comHi,              Please read again the full claim submitted to the Revdex.com.   WE, I nor my husband, have ANY ACCOUNT with you.we DON'T have or had any account or number with T-mobile.
 
Second.-      Obviously T-mobile DOES NOT takes account security THAT MUCH very seriously;  because if they did we wouldn't be receiving emails with an ACCOUNT NUMBER and AMOUNT DUE. 
 
Third.-         We DONT KNOW who the account holder of record is.
 
Finally, we contact Revdex.com to bring to the attention that somehow, someone for some reason is contacting my husband by his personal email, is coming from within T-mobile company, with this account information with my husband name.  and there is the fishy thing, it shows ONLY my husband first name. and it seems to us that they may try to hold him responsible for it.   we only ask that Revdex.com are inform about it, and mediate on our behalf so t-mobile will not contact us by any means ever again. and do their on investigation within their own company, and find out why and who is sending this emails to my husband. and above all to find out who is the REAL account holder is.        I repeat, me and my husband are from mexico, living in mexico, with no address or cell or phone of any kind in the USA. we DON'T have or had any account or number with T-mobile.
 
Sincerely,[redacted]

June 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 27, 2016 regarding the above-referenced account. Please be advised that [redacted] is a listed authorized user on the business account [redacted]. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any concerns Mr. [redacted] has experienced regarding his account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care. JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. T-Mobile records indicate on May 21, 2016, Mr. [redacted] attempted to complete a JUMP! on Demand upgrade for a Samsung Galaxy S7 Edge with an upfront payment of $59.99 and 18 monthly lease installments of $30.00. Please be advised T-Mobile never received the E-Signature agreement required to complete the upgrade from Mr. [redacted] and as a result the order was cancelled. Additionally, on May 26, 2016, when Mr. [redacted] called back to place another order, the upfront cost of the Samsung Galaxy S7 had increased to $69.99. T-Mobile regrets any inconvenience this may have caused. In an effort to amicably resolve this matter for Mr. [redacted], on June 1, 2016, T-Mobile assisted him with purchasing a Samsung Galaxy S7 Edge using T-Mobile’s JUMP! on Demand offering. T-Mobile applied a credit in the amount of $60.00 to Mr. [redacted]’s account to cover the increase in the upfront payment, overnight shipping, and for inconvenience. Upon speaking with Mr. [redacted] he accepted this as resolution to his issue. 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], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

August 17, 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 August 11, 2015, from [redacted] regarding the above-referenced account.  T-Mobile records indicate the account holder of record is [redacted], and that it has designated [redacted] as an authorized user of the account.
 
T-Mobile regrets any inconvenience Ms. [redacted] has experienced with her Apple iPhone 6 device.  Further, T-Mobile strives to provide world-class service to all of our customers on each
and every contact.  We make every effort to provide complete and accurate information to our
customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms.
[redacted] recent interaction with our sales associate.
 
T-Mobile records confirm that Ms. [redacted] is enrolled in the promotional Simple Choice Four for $100 rate plan.  The rate plan provides four lines of service at the cost of $100.00 which includes unlimited calling, messaging, and 2.5 GB of data.  In addition, Ms. [redacted] has the Premium Equipment Protection on each line of service at the cost of $8.00 per month. Based on the selected rate plan and features, Ms. [redacted] is expected to pay $138.00 plus applicable taxes and fees.
 
At the time of activation on April 2, 2015, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Certified Pre-Owned Apple iPhone 5S devices and two Certified Pre-Owned Samsung Galaxy S4 devices.  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. 
 
Based the credit history at the time of [redacted]’s purchase, they were not required to make a down payment; however, they agreed to pay the taxes on the full retail price.  [redacted] then agreed to a series of 24 monthly installments in the amount of $49.96, which will appear on the first bill following the purchase of the device. 
 
Based on the selected rate plan and features along with the monthly EIP’s Ms. [redacted] monthly billing statement should be $187.96 plus applicable taxes and fees on the rate plan.
 
As Ms. [redacted] is aware, T-Mobile offers contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $650.00 per device traded-in at the time of their activation – for up to ten lines of service.  To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device.  The new device may be purchased with our EIP but this is not required.  Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number.  Additionally customers must submit their final billing statement from the prior carrier to T-Mobile at www.switch2t-mobile.com within (2) months of activation.
 
T-Mobile spoke to Ms. [redacted] on August 12, 2015, in which she confirmed that she did not trade in any devices to T-Mobile.  In review of her account, although she is ineligible for any portion of the reimbursement, on June 8, 2015, a credit of $436.26 was issued in credit to her T-Mobile account for a portion of the remaining unpaid balance from her previous carrier.  As a final gesture of goodwill and in an effort to resolve this matter, a credit of $201.02 was issued to Ms. [redacted] account.  This credit represents the difference mentioned in her correspondence of $637.28 and the amount credited on June 8, 2015.  T-Mobile is pleased to inform your office that Ms. [redacted] accepted our offer as resolution.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Sacny A[redacted]
Executive Response

April 24, 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 that [redacted] has been designated as an authorized user of the account.
T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] experienced issues with his service. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Mr. [redacted] account and as part of our effort to improve coverage; we have completed upgrades in Mr. [redacted]’ area.
T-Mobile records indicate that on January 26, 2017, Mr. [redacted] cancelled his two lines of service. Please note that Mr. [redacted]’ account received a credit of $257.00 to refund him for the previous three months of service. This credit covered Mr. [redacted] account balance in full and left a credit balance of $82.00. Therefore, on April 4, 2017, T-Mobile mailed a prepaid refund card in the amount of $82.00 to Mr. [redacted]. Regretfully, T-Mobile cannot change the refund prepaid card for cash or a check refund.
However, Mr. [redacted] may request that the refund card be converted to a paper check or electronic funds transfer by contacting Citibank, the issuer of the card. Instructions are provided with the card explaining how to request a paper check. T-Mobile respectfully declines Mr. [redacted]’ request for an additional $382.00 credit. As of the date of this letter, Mr. [redacted]’ account remains cancelled 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.
Mercedes V[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:1) I was called ONCE. I have also been called by other people in response to my constant inquiries into my account. WHEN I CALLED BACK: I am ALWAYS told that the customer service representative has no idea who called me, they don't know what department that person is in, and they have no way of connecting me with that person. There is NEVER a way to reach anyone back, which is obviously a really clever way of avoiding speaking to complaining customers.2) GIVING ME REFUNDS DOESN'T FIX THE PROBLEM. The problem is that THIS KEEPS HAPPENING.I AM NOT ADDING THINGS TO MY LINES. I AM NOT ADDING LINES.REPEAT: I AM NOT ADDING THINGS TO MY LINES. I AM NOT ADDING LINES.I DID NOT AUTHORIZE OR ADD THOSE EXTRA LINES TO MY ACCOUNT. NO ONE IN MY FAMILY DID. TMOBILE IS DEFRAUDING ME BY CONSTANTLY ADDING THINGS TO MY ACCOUNT WITHOUT MY PERMISSION OR THE PERMISSION OF ANYONE IN MY FAMILY. I demanded proof (WRITTEN OR VOICE-RECORDINGS AS PROOF). that I or my family added these lines and extra charges to my account. I was denied, more than once. I FINALLY got someone to review calls, and cleverly, when the "supervisor" tried to reach me, I could never reach him again because no employee at Tmobile leaves phone numbers for you to call back (see above note on phone CSRs not being able to connect you with the person who called you).I WAS OVERSEAS WHEN THESE LINES AND EXTRA CHARGES MAGICALLY APPEARED. THERE IS NO WAY I ADDED ANY OF THESE THINGS. My mother did call in October of 2016, using the last 4 of my social security number. SHE CALLED TO CLOSE A LINE, NOT TO ADD A 6MB DATA & TEXTING PLAN. THERE IS LITERALLY NO REASON FOR HER TO DO THIS - WE HAVE UNLIMITED DATA AND SMSes. God forbid we ever call Tmobile - all of the sudden things were "magically" added to our lines. I AM SICK AND TIRED OF HAVING TO COMB THROUGH MY BILL. I SPEND LITERALLY HOURS ON THE PHONE, FIGHTING ABOUT THINGS THAT NO ONE ADDED. TMOBILE CAN NEVER PROVIDE PROOF AND ALWAYS HAS TO "REFUND" US. EVERY TIME I CHALLENGE THEM, EVERY TIME I ASK FOR PROOF, I JUST GET SHIFTY ANSWERS AND MAGICAL REFUNDS THAT ARE SUPPOSED TO MAKE ME STOP BEING ANGRY.  JUST STOP TRYING TO TRICK MY PARENTS INTO WASTING THEIR MONEY AND I WILL STOP COMPLAINING AT YOU. 
Sincerely,
[redacted]

August 13, 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 a letter dated August 6, 2015, from [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.  T-Mobile spoke to Mr. [redacted] on August 3, 2015, and he has indicated this is resolved to his satisfaction.
 
We regret to hear that Mr. [redacted] is dissatisfied with our previous response to your office.  As stated in our previous correspondence, on August 3, 2015, T-Mobile processed an exchange for Mr. [redacted]’s defective device.  Please be advised T-Mobile cannot guarantee a newer device during exchange. However, due to the specific defect within Mr. [redacted]’s device, his device was replaced with a newer IMEI.
 
As per Samsung, replacement of a handset does not renew the 1 year warranty.  The manufacturer warranty is based on the original purchase date.  As a benefit, Mr. [redacted] subscribed to the optional Premium Handset Protection (PHP) which covers the device beyond the manufacturers 1 year warranty with the same terms and conditions. 
 
Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  As part of troubleshooting, T-Mobile will allow Mr. [redacted] 14 business days to test the replacement device to his satisfaction.  Should he have additional concerns he may contact T-Mobile Technical Support at [redacted] or [redacted] at [redacted]
 
Finally, during the limited warranty exchange, Mr. [redacted] was assessed an exchange fee of $5.30.  As a courtesy on August 11, 2015, T-Mobile has credited the exchange fee.  Ms. [redacted]’s account remains active with a balance of $357.52 due on August 13, 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.
 
Ty R[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 16, 2017, regarding the above-referenced account.
T-Mobile regrets any billing or promotional concerns Ms. [redacted] may have. T-Mobile records indicate that Ms. [redacted] started service on May 9, 2016, and was required to pay a $50.00 deposit and purchase a SIM Starter Kit for $20.00. Additionally, Ms. [redacted] purchased an iPhone 6S Plus handset for $749.99 using our Equipment Installment Plan (“EIP”) offering. At the time of Ms. [redacted]’s purchase, she was required to make a down payment in the amount of $336.00, and agreed to 24 monthly payments in the amount of $17.25. It is important to note that if an account is cancelled, the remaining EIP is charged to the account.
Please also note that Ms. [redacted] traded in an Apple iPhone 6S handset for $325.00, which was used toward the out-of-pocket cost associated with Ms. [redacted]’s new line of service and handset purchase, and was also completed in an attempt to take advantage of our Carrier Freedom reimbursement offer.
Our Carrier Freedom offer provided customers who met all eligibility requirements, a reimbursement for the costs of switching to T-Mobile in the form of trade-in credits in addition to a prepaid reimbursement card. It is important to note the T-Mobile did not receive a submission request. As such, Ms. [redacted]’s was not eligible for the offer.
Further, on February 23, 2017, Ms. [redacted] accessed her account portal at my.t-mobile.com and enrolled in AutoPay, a free feature that automatically deducts the balance owed on the account, and provided the payment method to be used to remit future payments.
On February 24, 2017, Ms. [redacted] was sent a billing statement in the amount of $192.80, which consisted of a past due balance of $80.83, as well as new monthly recurring charges of $111.97 for services from February 25, 2017, through March 24, 2017, due on March 17, 2017.
Regretfully, on March 9, 2017, Ms. [redacted] cancelled her account when she ported her mobile number ending 1900 to another provider. Accordingly, Ms. [redacted]’s deposit was returned to the account, reducing the account balance to $142.80. As Ms. [redacted]’s account remained enrolled in AutoPay, on March 15, 2017, T-Mobile was authorized to charge the provided payment method it the amount of $142.80.
On March 24, 2017, Ms. [redacted] was sent a billing statement in the amount of $242.60, which consisted of the accelerated EIP charges as well as a late fee in the amount of $1.11 for billing statement Dated January 24, 2017. It is T-Mobile’s position that this balance is accurate and due. As T-Mobile was yet to receive a request to remove the AutoPay feature, Ms. [redacted]’s payment method was charged in the amount of $242.60 on April 15, 2017.
After speaking with Ms. [redacted] on April 18, 2017, T-Mobile offered to accept return of the iPhone 6S Plus handset for credit of the remaining balance. Regretfully, this offer was declined as Ms. [redacted] indicated that she has traded the handset to her new service provider. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile issued a refund in the amounts of $142.80 and $242.60. Please note that the two charges will be re-applied to the T-Mobile account balance. However, as a courtesy, T-Mobile will issue a credit in the amount of $142.80.
As an additional courtesy, T-Mobile offered to honor the remaining Carrier Freedom offer, upon our receipt of the requested documents from Ms. [redacted]. As of the date of this correspondence, Ms. [redacted]’s account remains cancelled, and she will be sent a revised final billing statement in the amount of $242.60 for the above mentioned EIP charges, shortly after the close of the current billing cycle. 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.
Ronnie A[redacted]
Executive Response

February 22, 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 February 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile regrets hearing of Ms. [redacted] concerns with our Carrier Freedom promotion and the status of her reimbursement. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card.
Our records reflect that Ms. [redacted] received a trade-in credit of $150.00 at the time of activation, and based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $76.20 as well as a second card in the amount of $23.72 for the balance of the equipment installments charged by her prior carrier. T-Mobile apologizes if this offer was not explained fully at the time of Ms. [redacted]’ submission.
Nevertheless in an effort to amicably resolve this matter on February 21, 2017, T-Mobile applied a credit in the amount of $150.00 to Ms. [redacted]’ account. Ms. [redacted]’ account now reflects a credit balance of $150.00. Upon speaking with Ms. [redacted] she accepted this as resolution to her 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], and find that this resolution is satisfactory to me. While my initial experience with T-mobile wasn't very pleasant, they have gone above and beyond to rectify the situation. My only negative experience with them was false advertising from their telesales department. Everything/everyone else has been great (customer service reps, executive reps, their network coverage and devices).
For any new potential customers who go through T-Mobile telesales, I would suggest asking for everything in writing to avoid a similar issue.
Thank you again T-Mobile (and William) for all your help addressing my experience.Sincerely, [redacted]