T-Mobile Usa Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that while I accept this response I will continue to monitor this situation to see if the problem persistThe response I received appeared sincere and properly investigatedI thank the Revdex.com and T-mobile for looking into this matter for me and withdraw my complaint with the hopes that the matter has been resolved and the service will return to the initial quality I experienced
Sincerely,
*** ***

July 31,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
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 a letter dated July 18, 2017, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the account
T-Mobile appreciates the opportunity to respond to Mr***’s concerns related to the Samsung Buy One Get One (“BOGO”) promotion and his customer service experiencesPlease be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contactWe also make every effort to provide complete and accurate information to our customersWe apologize if any T-Mobile employee failed in any way to display that during Mr***’s recent visit in our retail location
T-Mobile records indicate that on April 29, 2017, Mr***’s rate plan was changed by Customer Care from the Simple Choice North America Family Unlimited Talk, Text, and GB’s of Data, at a total monthly rate of $plus taxes monthly to T-Mobile’s T-Mobile ONE rate plan at a monthly rate of $with taxes included
Our records reflect that on May 12, 2017, Mr*** attempted to take advantage of the Samsung Galaxy Spromotion that was held between the dates of May 12, 2017, through May 24, 2017, where, eligible customers who purchase a qualifying Samsung Galaxy Son Equipment Instalment Plan (“EIP”), and activate at least one new line of service on T-Mobile ONE or Simple Choice Unlimited rate plan, could receive a Galaxy Sfor free after rebateThe max value of the rebate is the full retail price in the amount $for the Samsung Galaxy SOn that day, Mr*** added the line ending in *** and purchased one Samsung Galaxy Son an EIPOn May 15, 2017, Mr*** returned to the retail location and purchased the second Samsung Galaxy Son EIP as an upgrade for his line ending in At this time, Mr*** had met all of the qualifiers for the BOGO promotion
However, one of the qualifiers was that the account needed to remain on the T-Mobile ONE rate plan through the entire promotional period, and until the rebate was processedRegrettably, on June 13, 2017, prior to the rebate processing, Mr*** requested for his rate plan to be changed back to the Simple Choice North America Family Unlimited Talk, Text, and GB’s of Data, four line promotional rate planDue to the change Mr*** no longer qualified for the rebateT-Mobile regrets any inconvenience to Mr***
In an effort to amicably resolve Mr***’s concern, T-Mobile waived the remaining EIP balance of $for the Samsung Galaxy Shandset on the line ending in In addition, a $credit was applied to Mr***’s account for the difference Mr*** had paid toward the device since activationThe credit reflected a reduced balance of $due on July 20, Mr*** accepted this as a 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Juan C***
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

June 23, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA 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 a letter dated June 12, 2016, from *** *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that she has designated *** *** *** as an authorized user of the accountT-Mobile regrets any inconvenience that Mr*** may have experienced with his recent handset purchaseT-Mobile records indicate that on October 30, 2015, Mr*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Kyocera Hydro Wave handsetEIP 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 installmentsBased on his personal credit history at the time of Mr***’ purchase, he was not required to make a down payment; however, he agreed to pay for the taxes on the full retail priceMr*** then agreed to a series of monthly installments in the amount of $Please be advised that by purchasing T-Mobile equipment, Mr*** received a one-year Limited Warranty provided by the manufacturer of his deviceDuring the Limited Warranty period, Mr*** is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange ProgramAlternatively, Mr*** can replace his device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records reflect that Mr*** participated in the Limited Warranty Exchange process on May 17, and again on May 24, In an effort to amicably resolve this matter on June 15, 2016, T-Mobile applied a credit in the amount of $towards the remaining EIP balance that was owed on the handsetPlease note that this allowed Mr*** to keep the handset at no costIn a further effort to resolve this matter, T-Mobile also applied a bill credit in the amount of $to the account for the monthly EIP charges that Mr*** had already paid towards the handsetPlease note that at this time Mr*** account currently remains open with a credit balance in the amount of $that will apply towards his next monthly billing statementWe regret any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 1-877-290-ext***Very truly yours, T-MOBILE USA, INCTiffany C*** Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that the details are accurateConsidering credit to my account has not been received since it is contingent upon me sending the phones to T-Mobile (Daniel R***) and requires them to be successfully received, I do not acknowledge this complaint as "Resolved" until my account has been credited the promised amount.
Also, I am currently awaiting a response from *** on the receipt for the $EIP with ***.
Sincerely, *** ***

August 28, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re:
*** *** 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 August 15, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms*** which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter 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***’s recent contact with our Customer Care In Ms***’s letter to your office she outlines concerns regarding her JUMP! On Demand handset trade inJUMP! On Demand (JOD) is a new way for customers to upgrade to the hottest devices whenever they wantJUMP! 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 by agreeing to monthly lease payments and a purchase option price at the end of the lease. 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 that on October 2, 2015, Ms*** qualified for and took advantage of our JOD offering with the lease of an Apple iPhone 16GB handset for the line ending in 0731, an Apple iPhone 6S 16GB handset for the line ending in ***, and a Samsung Note handset or the line ending in ***. Please be advised that at the time of lease Ms*** agreed to: monthly lease payments of $for the Apple iPhone handset and a purchase option price of $plus applicable taxmonthly lease payments of $for the Apple iPhone 6s handset and a purchase option price of $plus applicable taxmonthly payments of $for the Samsung Galaxy Note handset and a purchase option price of $plus applicable tax Records further confirm that on March 26, 2017, Ms*** JOD upgraded by trading in her above mentioned Apple and Samsung handsets when she entered into a new JOD lease agreementAt that time the previous JOD for the two Apple iPhone handsets were closed however; due to an inadvertent error the purchase option price for the Samsung Galaxy Note handset in the amount of $was billed to Ms***’s account. Please be advised that on August 25, 2017, T-Mobile applied a credit in the amount of $for the purchase option price including applicable tax leaving a balance due of $by September 3, 2017. T-Mobile regrets any inconvenience to Ms*** 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-ext*** Very truly yours, T-MOBILE USA, INC James H*** Executive Response

May 8,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
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 April 24, 2017, regarding the above-referenced accountPlease be advised T-Mobile confirmed that *** *** and *** *** are one in the same
T-Mobile regrets any concerns Ms*** experienced regarding our Friends and Family lines On Us promotionBetween November 18, 2016, and November 22, 2016, T-Mobile offered the Friends and Family lines On Us to new or existing customersTo be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms*** is required to maintain her T-Mobile ONE or qualifying Simple Choice rate planThe free lines must be newly added lines of service, not existing lines of service, and customers are only eligible to have up to two free lines of service per account
The account was activated October 30, 2016, and subscribes to our Simple Choice Family Match Unlimited Talk, Text, and Data rate plan for $per month for four lines of serviceUpon activation, Ms*** indicated she has a T-Mobile business line on a separate accountT-Mobile provides customers who have a T-Mobile line paid by their company up to a $discount off their personal consumer accountThis program is referred to as our Business Family DiscountThe discount was added to Ms***’s personal account and she received a monthly credit in the amount of $
On November 22, 2016, Ms*** activated two additional lines of servicePlease be advised accounts who receive the Business Family Discount are not eligible for the Friends and Family lines On Us promotionRegrettably, Ms*** did not qualify for the Friends and Family lines On Us promotionT-Mobile regrets any inconvenience to Ms*** on this matter
The account balance was in the amount of $and consisted of monthly access charges and fees and taxes for the billing period from February 3, 2017, through May 2, In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $for the past due balanceMs*** indicated she moved two of the four lines of service to her T-Mobile business account and no longer needs her personal accountT-Mobile cancelled the remaining two lines of service and issued an additional adjustment in the amount of $for the inconvenience of this matterMs***’s account remains closed with a zero balanceT-Mobile regrets any inconvenience to Ms***
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Jennifer G***
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

January 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** 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 January 17, 2017, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experience with our insurance and JUMP! programsT-Mobile records reflect that Ms*** purchased a Samsung Note on January 26, By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms***’s account, this warranty has been extended as she subscribes to the optional JUMP! featureDuring the Limited Warranty period, Ms*** was eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement optionsUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageOur records indicate on January 13, 2017, Ms*** participated in T-Mobile’s Handset Exchange Program for her Samsung Note Please note the device is currently on backorder and will be processed for fulfilment within business days from the order date on January 13, In an effort to amicably resolve Ms***’s concerns upon speaking with her on January 22, 2017, T-Mobile has sent a replacement Samsung Note device at no cost to Ms***This device was shipped on January 23, 2017, via UPS tracking number *** and should arrive at Ms***’s requested address within three to five business daysT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCSharon B*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, However this could have been prevented if the store and home office communicated better, I advised tmobile of there error several times beore it even got tomy creditthe EIP was signed in the storeAs of this morning I hadto handle a bill increase due to a line activated last month.Tmobile customer service failed to give me all the information when I called inI am a long term cstome who feels that my phone carrier should take the time to advise me of any changes when I call inTmobile still has with me with dropped calls, but I am allowing them the opprotunity to correct on there before I take my business elsewhere and verbally inform any and everyone of the horrible customer service.Sincerely, *** ***

Complaint: ***
I am rejecting this response because: I have not received my refund of $for the Samsung galaxy splus that was received on 5/26/2017.
Sincerely,
*** ***

February 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** ***s 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 February 3, 2016, regarding the above-referenced accountPlease be advised that we have made several attempts to contact Ms***s, which have proven unsuccessfulAs such, T-Mobile will make every effort to address Ms***s’ concerns within this letterT-Mobile regrets any concerns Ms*** experienced regarding her handset and monthly billing chargesOur records confirm that Ms*** activated her account on November 6, 2014, with the mobile number ending in ***Additionally, on November 6, 2014, Ms*** purchased a Samsung Galaxy Shandset using our Equipment Installment Plan (“EIP”) offeringEIP 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 installmentsMs*** was not required to remit a down payment, but she did agree to monthly installments of $Please note that an account can have multiple active EIPs, and that purchasing another handset does not close any previous EIPsOn December 11, 2015, Ms*** utilized our EIP program once again with the purchase of an Apple iPhone 6SMs*** was, once again, not required to remit a down payment, but agreed to monthly installments of $for the total device costThis monthly installment will be billed along with Ms***s’ regular monthly access charges and monthly installments for her Samsung Galaxy ShandsetIn an effort to amicably resolve Ms***s’ concerns, T-Mobile offers to allow Ms*** to return her Samsung Galaxy Shandset and accessories to our office in good working orderUpon receipt and inspection of the handset, the EIP for the device will be credited up to $228.60, for the remaining balanceMs*** can return the handset to the following address: *** *** *** *** *** *** *** *** *** *** ** *** *** *** T-Mobile requests that Ms*** include her handset, battery, charger, and account information in her return shipping package, and recommends that Ms*** select a shipping carrier that will provide her a tracking numberT-Mobile is not responsible for equipment returned to our officePlease note that Ms*** must have the return postmarked no later than February 29, 2016, to accept this offerT-Mobile regrets any inconvenience Ms*** may have experiencedBased on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCChris P*** Executive Response

Please be advised that someone from T-mobile has contacted me and informed me that they will mark my account as closed with a zero balance.
Thank you,
*** ***
* ***

July 3, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: ***
*** 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 June 21, 2017, regarding the above-referenced account. We regret to hear the difficulties Mr*** has experienced in regards to his T-Mobile account. Please note, on September 7, 2016, and running through February 28, 2019, customers on select Simple Choice plans received a Data Bump offer for a limited time to show our appreciation for their business. The Data Bump offer is a gift for unlimited high speed data at no additional cost through the promotional window. It is important to note this promotion is for up to mobile voice lines On September 7, 2016, our records confirm Mr*** was subscribed to an eligible Simple Choice North America plan and received the Data Bump offer. Mr*** currently has voice lines and is eligible to activate two more voice lines to his account for up to voice lines. However, since the current promotion is only available for lines, Mr*** would need to subscribe to a different rate plan if adding additional lines On June 30, 2017, T-Mobile spoke to Mr***, and advised that we could provide a 10GB data feature to lines, Mr*** declined this offer. If Mr*** would like to add the two additional voice lines he may do so by contacting out Customer Care at from his T-Mobile handset or ###-###-####. T-Mobile regrets any inconvenience this matter may have caused 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 ###-###-####-*** Very truly yours, T-MOBILE USA, INC Belen L*** Executive Response

August 5, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** 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 July 29, 2016, regarding the above-referenced accountWe are pleased to report that T-Mobile has resolved this matter to Ms***’s satisfactionWe are sorry to hear that Ms*** had concerns with her final billing statementT-Mobile records confirm that Ms*** canceled her account on June 25, 2016, when she ported her mobile numbers to another service providerMs***’s billing cycle ran from the 20th of one month to the 19th of the following monthPursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycleAccordingly, Ms*** was billed through July 19, Please note that on July 10, 2016, Ms*** remitted payment to T-Mobile in the amount of $98.65, however, this payment was later returned to T-Mobile as unpaidMs***’s account reflects a balance in the amount of $which consists of monthly recurring charges for the period of June 20, 2016, through July 19, 2016, and a CellSpot router non-return fee in the amount of $It is our position that Ms*** has been billed accordinglyNevertheless, in an effort to amicably resolve this matter, on August 2, 2016, T-Mobile contacted Ms*** and offered a bill credit in the amount of $to cover the final monthly recurring charges which she accepted as full resolution to her concernsAfter the bill credit, Ms***’s account remains canceled with a balance of $for the CellSpot non-return feeMs*** will be returning the CellSpotOnce it is returned, Ms*** will be issued an additional bill credit of $leaving the account cancelled with a zero balanceT-Mobile has placed a hold on Ms***’s account until August 27, 2016, to allow her time to return the device without her credit being impactedMs*** understands that it needs to be returned prior to August 27, T-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCTaylor B*** Executive Response

November 25, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA Re: *** *** 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 November 20, 2016, regarding the above-referenced accountT-Mobile records reflect that Mr*** purchased an Apple iPhone Plus 16GB handset on January 30, By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange ProgramUnder the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damageT-Mobile records reflect that Mr*** participated in the Limited Warranty Exchange on November 17, Unfortunately, due to inventory issues, there is a current day backorder for this handsetHowever as a courtesy to Mr*** on November 22, T-Mobile was able to successfully place an exchange for a replacement Apple iPhone Plus 16GB, this device was shipped and is expected to be received within 4-business daysPlease be advised that T-Mobile provided Mr*** with a return label to return his damaged Apple iPhone Plus 16GB handset, would that device not be returned or is returned damaged, T-Mobile would place either a non-return fee or an out of warranty fee of $on Mr*** account which he agreed tooAgain, T-Mobile regrets any inconvenience to Mr***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCJames G*** Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

April 13, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA 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 April 8, 2016, from *** *** regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is *** ***, and that he has designated *** *** as an authorized user of the accountT-Mobile regrets any concerns Ms*** has experienced in regards to her non-working Apple iPhone Please note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their deviceDuring the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange by contacting the manufacturer directly to discuss repair or replacement optionsReplacement handsets are sent via standard ground shipping for customers who do not subscribe to our Premium Handset Protection bundleCustomers can elect to have their replacement handset sent via expedited shipping; however, they are required to pay an additional priceT-Mobile records indicate Ms*** completed a Limited Warranty exchange on March 1, 2016, for her Apple iPhone Regrettably, Ms*** also experienced concerns regarding the replacement device and another Limited Warranty exchange was processed on April 5, 2016, for her Apple iPhone In an effort to amicably resolve this matter, T-Mobile agreed to apply an adjustment of $which represents half of Ms*** monthly recurring charges for her rate planMs*** updated balance $T-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext*** Very truly yours, T-MOBILE USA, INCMartin G*** Executive Response

November 2, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington Station Drive, SteDuPont, WA 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 28, 2016, regarding the above-referenced accountPlease be advised that T-Mobile records indicate the account holder of record is Mr***, and that he has designated Ms*** as an authorized user of the accountWe regret Ms***’s concerns and experience regarding her upgradeT-Mobile records indicate that on October 12, 2016, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus 128GB handsetEIP 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 installmentsAccordingly, Ms*** was asked to make a down payment in the amount of $plus tax and agree to a series of monthly installments in the amount of $Please be advised that as the above-referenced handset was placed on backorder, the down payment plus tax was not billed immediately and Ms*** was advised it would be billed to her credit card upon confirmed inventory and preparation of the shipmentOur records indicate on October 22, Ms*** was notified that T-Mobile received inventory and was in process to prepare the shipment; however, we requested of her to update the credit card payment information to ship the upgrade orderOur records confirm Ms*** made a payment equaling $with customer care for the down payment and tax; however, the payment was inadvertently applied to Ms***’s account balance instead of the requested handset orderAs such, Ms***’s upgrade order was cancelled on October 28, In an effort to amicably resolve Ms***’s concerns however, T-Mobile offered to place a new upgrade order and bill the account for the down payment and taxFurthermore, as a gesture of good faith T-Mobile will provide a credit for the down payment equaling $once the charges are billed, leaving Ms*** to only pay on the tax of the handset upgradeMs***’s previous payment of $will remain in place, leaving an account balance of $remaining as valid and owed by November 6, Ms*** accepted these steps as resolutionT-Mobile regrets any inconvenience to Ms***Based on the foregoing, we respectfully request that this complaint against T-Mobile be closedThank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours, T-MOBILE USA, INCKimo C*** Executive Response