T-Mobile Usa Inc

August 24, 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 August 20, 2016, regarding the above-referenced prepaid number. We are pleased to report that upon speaking with Ms. [redacted], she confirmed that T-Mobile had resolved this matter to her satisfaction. T-Mobile regrets Ms. [redacted]’s concerns with regards to her recent account activation. Please be advised that all customers applying for new service with T-Mobile are required to have a credit check. In order to run a credit check, customers are required to provide a social security number. T-Mobile runs credit on new service applications to determine line limits, deposits, and rate plan requirements. Our records indicate that on August 16, 2016, Ms. [redacted] provided her social security number to T-Mobile in an attempt to activate service. Although it is our position that the credit check was authorized, as a courtesy and in an effort to amicably resolve this matter, T-Mobile has agreed to remove Ms. [redacted]’s recent credit inquiry. Please note that it may take up to 90 days for Ms. [redacted]’s credit file to reflect the changes. It is important to note that although Ms. [redacted] did not proceed with a Postpaid T-Mobile account, on August 16, 2016, Ms. [redacted] activated a prepaid line of service with the mobile number ending in 0389 which did not require a credit check. At the time of activation, Ms. [redacted] had an amount due upfront of $106.60. Unfortunately, as Ms. [redacted] mentions in her letter to your office, upon arriving at her home, she did not have service. In instances where a customer may not have a strong signal in her home, T-Mobile will recommend a coverage device such as a Signal Booster. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. In order to qualify for use of the Signal Booster, the customer must have a postpaid or Simple Choice no Credit Check “(SCNC”) account in good standing. As Ms. [redacted] was on a prepaid account, she was not eligible for a Signal Booster, but she was offered to migrate to a SCNC account and as a courtesy be provided with a credit equal to the amount paid up front. Regretfully, Ms. [redacted] declined our offer and instead requested a refund for $106.60. Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.” As such, when Ms. [redacted] requested to be provided with a $106.60 refund, T-Mobile respectfully declined. Nevertheless, in an effort to amicably resolve this matter and as an additional courtesy to Ms. [redacted], T-Mobile has agreed to provide a full refund of $106.60 in the form of a prepaid refund card. Pursuant to a conversation with Ms. [redacted], she indicated that she had disputed the $106.60 transaction with her financial institution and would continue her efforts through that avenue. However, should Ms. [redacted]’s request for a refund be declined through her financial institution, T-Mobile will agree to provide the $106.60 refund. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our retail location and Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

June 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 30, 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 the above-referenced account. On March 8, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of Samsung Galaxy S7 handset for the total price of $672.00 plus applicable tax. At the time of signing, Ms. [redacted] was not required to remit a down payment; however, she agreed to a series of 24-monthly installments in the total amount of $28.00. Our records indicate Ms. [redacted] enrolled in our Premium Handset Protection (“PHP”) feature for the aforementioned handset at a cost of $12.00 per month. It is important to note the deductible for this insurance protection is $175.00 per claim filed should the handset be lost, stolen, or have liquid or physical damage.
Please note that on April 10, 2017, T-Mobile records reflect Ms. [redacted] contacted her insurance company, Asurion, to file a claim due to having lost her Samsung Galaxy S7 handset. Ms. [redacted] stated she did not receive the replacement handset and at that time contacted T-Mobile in regards to replacing the lost handset.
On April 14, 2017, T-Mobile records indicate Ms. [redacted] spoke with Customer Care in regards to replacing her lost Samsung Galaxy S7 handset. At that time, Ms. [redacted] was advised we would replace her lost handset for the price of the deductible which was $175.00. However, T-Mobile records confirm the replacement order was cancelled and never sent to Ms. [redacted].
Regrettably, on April 15, 2017, Ms. [redacted] cancelled her account prior to receiving the replacement Samsung Galaxy S7 handset. Accordingly, Ms. [redacted] was charged $644.00 for the remaining EIP balance of the aforementioned handset on her next billing statement. Ms. [redacted]’s following billing statement dated April 21, 2017, had a balance due of $900.11 on May 13, 2017. This balance consisted of monthly access charges, EIP accelerated charges, as well as applicable taxes and fees for services between March 21, 2017, and April 20, 2017, which was due in full by May 13, 2017.
In an effort to amicably resolve Ms. [redacted]’s concerns, on June 5, 2017, T-Mobile applied an account credit in the amount of $469.00 to cover the remaining balance of the handset minus the cost of the deductible stated above, which resulted in a balance due of $431.11 on June 13, 2017. This balance consists of the monthly access charges, the aforementioned deductible, and applicable taxes and fees. Please be advised Ms. [redacted] agreed to pay the deductible of $175.00 due to having lost the original handset that was purchased on March 8, 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

Complaint: [redacted]
I am rejecting this response because:  I bought the phone from TMobile.com and it was paid in full, that's why I talk to three different representative they can't EIP, that's because it was paid in full. Now you are saying there is an eip? I am willing to take legal action.
Sincerely,
[redacted]

May 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made attempts to contact Mr. [redacted], which has proven unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent visit to our retail location and or call(s) to Customer Care.
T-Mobile’s records confirm that Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (EIP) offering with following equipment on the above mentioned account:
• On November 11, 2016, Mr. [redacted] submitted payment of $29.45 in taxes and agreed to place the full retail price of $319.98 on 24 monthly installments of $13.34 for a Samsung J7, a Roll On Impact Screen, and a T21 Evo Case.
• On November 26, 2016, Mr. [redacted] submitted payment of $6.81 in taxes and agreed to place the full retail price of $73.99 on 24 monthly installments of $3.10 for a MyCharge Style Power, a LG Tone Pro, and a Blue Lounge Cabledrop.
• On December 9, 2016, Mr. [redacted] submitted payment of $63.48 for taxes and agreed to place the full retail price of $689.99 on 24 monthly installments of $28.75 for a Samsung Galaxy S7.
T-Mobile regrets any confusion regarding the change that occurred with Mr. [redacted]’s number. On January 26, 2017, T-Mobile’s records indicate that Change of Responsibility (“COR”) was requested and processed for Mr. [redacted]’s mobile number on the above referenced account. Please note that a COR is a change in billing responsibility from one person or business to another person or business. It is important to note that both parties will need to agree to the change. As Mr. [redacted]’s accepted the terms of the COR, his mobile number referenced in his letter was transferred to the new Billing Responsible Party (“BRP”). Additionally, with Mr. [redacted]’s COR, all of the above mentioned EIPs were transferred to the other account, which was accepted via electronic signatures.
Mr. [redacted] claimed to not have approved the COR of the mobile lines of service and EIP balances. As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 26, 2017, T-Mobile filed an incident report in regards to the above COR and EIP transfers. T-Mobile’s investigation concluded that Mr. [redacted] and agreed to the terms of the COR and therefore, it is T-Mobile’s positon that he is no longer the BRP for the above equipment and numbers.
T-Mobile records show that the Samsung J7 was blocked as lost/stolen after the COR was completed. Regretfully, as Mr. [redacted] is not listed as an authorized user on the account with the disputed number and equipment, T-Mobile is unable to release information regarding the account. Furthermore, without the approval of a COR for the mobile number in dispute, T-Mobile respectfully declines to transfer the mobile number.
It is important to note that T-Mobile records confirm that Mr. [redacted] does not have any other active accounts in his name. However, should Mr. [redacted] have any additional question or concerns regarding an additional account listed in his name, he may contact me at the number listed below. 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.
Chris L[redacted]
Executive Response