T-Mobile Usa Inc

June 9, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re:
*** Your File No*** T-Mobile Account No*** ToWhom It May Concern: T-MobileUSA, Inc(“T-Mobile”) is in receipt of your correspondence dated June 3, 2015,regarding the above-referenced account. T-Mobilerecords confirm that Ms*** activated the above-referenced account onMarch 25, 2015. At the time ofactivation, Ms*** qualified for and took advantage of our EquipmentInstallment Plan (“EIP”) offering with the pur*** of three LG Optimusdevices, a ZTE ZMax device, and a Samsung Galaxy S device. EIP is a payment option that allows eligiblecustomers to pur*** handsets by making a down payment at the time of pur***and agreeing to pay the remaining balance in installments. Basedon her personal credit history at the time of Ms***’s pur***, she wasnot required to make a down payment; however, she agreed to a series of 24monthly installments in the amount of $45.06, which will appear on the firstbill following the pur*** of the device. Allcustomers who choose to use the EIP option to pay for their equipment arerequired to enter into a month financing agreement signed at the time of thepur***. Although this monthfinancing agreement is required and the installments are added to each monthlybilling statement, customers may choose to pay off their EIP balance at anytime by making incremental additional payments or a single payment for thetotal balance. Please note that anyadditional payments reduce the length of time it will take to pay the entirebalance, but will not reduce the amount of any future regular monthly EIPpayments.Please be advised that beginning March 22, 2015, T-Mobile announced CarrierFreedom for consumers looking to switch from any U.Scarrier toT-Mobile. This industry changing offer allows consumers who werepreviously held back by expensive EIP) the opportunity to come to T-Mobile fora better deal. T-Mobile will now reimburseconsumers’ remaining EIP balance up to $per device tradat the timeof their activation for up to lines of service. To be eligible for thisoffer, consumers must activate a Simple Choice postpaid rate plan, andat the time of activation they must potheir current mobile number,traa device that is identifiable as being on EIP with their previousprovider and is in good working condition, and pur*** a new T-Mobile deviceat either full cost or on T-Mobile’s EIP. Please be advised that perthe Terms and Conditions of T-Mobile’s Carrier Freedom initiative, paymentsprovided by T-Mobile are received in two separate payouts by the customer The first payout is the travalue for thehandset based on the market value of device If the customer activates in a qualifyingT-Mobile retail location and chooses to surrender their handset same day, thehandset is inspected and if it is found to be in acceptable condition, thepayout is provided to the customer at point of sale to use towards their newhandset pur*** If the customeractivates over the phone or online, or chooses not to surrender their handsetsame day, customers are able to receive their device on EIP while the trade-inis being processed, and they are asked to mail the handset being tradto areturn center. In these instances, the retail representative inspects thehandset and provides information as to the amount of the potential trade-invalue of the handset based upon its condition at the time of inspection. The customer is then presented with the terms and conditions of the trade-in,and if the customer is agreeable, the retail location then provides a mailinglabel and shipping envelope for the device, which must be returned within 30days in the same condition as when presented for inspection. Oncereceived, it is again inspected and if found to be in acceptable condition, thevalue for the received handset is added as a credit to the accountbalance. Please note that the secondpayout is calculated by subtracting the trade-credit already provided to thecustomer from the total remaining EIP balance owed on the handsetIn order toqualify for the reimbursement portion of the payout for the accelerated EIPbalances, customers must submit a reimbursement form along with a copy of thefinal billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.comwithin two (2) months of activation. As indicated on the website,approval of the required documents and reimbursement of the accelerated EIPbalances may take up to eight (8) weeks from the date of submission to bereceived and there is no process for that time period to be expeditedTo beeligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers makearrangements to pay any remaining balances billed by their prior carrier inorder to avoid collection activity. T-Mobile records confirm thatMs*** did submit the required paperwork on March 31, 2015. In an effort to amicablyresolve Ms***’s concerns, T-Mobile offered to accept a detailed copy ofthe final billing statement reflecting the early termination fee and equipmentcharges, from Ms***’s previous service provider in exchange for a refundtotaling $741.22. Please be advised thatT-Mobile received these documents on June 5, and sent Ms*** a refundfor the referenced amount the same day. Please note that Ms*** should expect to receive a refund cardwiseven to ten business days. T-Mobileregrets any inconvenience caused to Ms***. Based on the foregoing, werespectfully request that this complaint against T-Mobile be closed. Thankyou for bringing this matter to our attention. Should you have any further questions, please feel free to contact me atthe address below or*** *** *** Verytruly yours, T-MOBILEUSA, INC. ***ExecutiveResponse

Complaint: ***
I am rejecting this response because:The issue has not being resolved
Sincerely,
*** ***

May 17, 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 May 13, 2016, regarding the above-referenced accountT-Mobile is happy to report we have resolved this matter to Ms***’s satisfactionPlease 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 Ms***’s recent contact with our Customer CareT-Mobile records confirm that Ms*** activated T-Mobile service on November 12, 2015, and cancelled the account on May 3, 2016, at her requestPlease note that Ms***’s account was enrolled in EasyPay on February 21, EasyPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customerCustomers continue to receive notifications that reflect the balance due as well as a notation that the account is on EasyPayBecause Ms*** authorized EasyPay, T-Mobile was authorized to automatically deduct payments from the credit card providedPlease note T-Mobile attempted to withdraw a payment for Ms***’s final billing statement dated May 14, 2016, in the amount of $on May 4, 2016; however, it was declined by Ms***’s financial institutionIn an effort to amicably resolve this matter, on May 16, 2016, T-Mobile resent Ms***’s final billing statement dated May 14, 2016, to the billing address on filePlease note it may take seven to ten business days to receive a copy of the billing statement in the mailAs an additional courtesy, on May 16, 2016, T-Mobile applied a credit in the amount of $to the accountMs***’s account now reflects a zero balance and remains closedUpon speaking with Ms*** she accepted this as resolution to her concernsBased 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, INCZachary S*** Executive Response

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 January 25, 2018, regarding the above-referenced account. T-Mobile regrets any inconvenience experienced by Ms*** regarding her missing handset upgrade. On January 1, 2018, Ms*** completed a JUMP On Demand! (“JOD”) lease upgrade for a new Apple iPhone Plus GB device. T-Mobile records indicate that Ms***’s new Apple iPhone Plus device was delivered on January 3, via UPS tracking number ***. In review, T-Mobile has confirmed that Ms***’s original Apple iPhone plus which was delivered on January 3, via UPS shows no usage and as such to resolve this matter T-Mobile has agreed to block the IMEI number on this handset. In a further effort to amicably resolve this matter, T-Mobile has agreed to send Ms*** another Apple iPhone Plus GB device. Ms***’s new Apple iPhone Plus will be delivered to the address provided to your office within five to seven business days. Once received, T-Mobile will update Ms***’s originally JOD lease to reflect the IMEI number for new Apple iPhone Plus. T-Mobile contacted Ms*** on January 29, 2018, via telephone and at which time she accepted our offer as a resolution. T-Mobile regrets any delay to Ms*** in receiving her new handset.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.Martin 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 me
Sincerely,
*** And *** ***

Complaint: ***
I am rejecting this response because:We switched from *** to T-Mobile service only because we were promised free international texts, roaming, data and wifi calling, after our first visit to Sint Maarten we were shocked that we are getting charged, we went back to the store about days after we have purchased the service and traded and apparently n our phones we wanted to get our phone back and discontinue the service.The manager convinced us that their was a mistake on our account and all we have to do is to pay additional $per month in order to get the service that was promised us (free roaming, texts, data, wifi calling).we go ahead and did that and for our surprise we were still getting charged for all of the above, we went and call T-mobile customer service and they did intact initiated credit to our account and tried to resolve the matter.every time that we went down to Sint Maarten we were still getting charged and every time that we call customer service we were given different information, including that wifi calling is not free and roaming is not free and apparently we were scammed to purchase a service which is not exist, the fact that we received credit is just making our case stronger T-mobile did infect acknowledge that they were wrong and thats the only reason that they have credited our account, I don't believe that they initiated a credit of over $because we are nice people blonde with blue eyes. I am very upset that T-mobile were seeing us a service that did not exist and trying to make us pay and take the blame for that.for there record T-mobile did infect contact us and the one time that they left a voice mail we have returned the call and spoke with a representative thats was about a month ago.Ever since no attempts to contact us at all.
Sincerely,
er
*** ***

February 23, 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 February 9, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have successfully contacted Ms*** and have resolved the matter to her satisfactionT-Mobile regrets any confusion Ms*** may have experienced with her recent equipment purchaseOur records indicate that on January 12, 2016, Ms*** activated the mobile internet number ending in ***At that time, she took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of the Apple iPad Air tablet via our JUMP! On-Demand offeringPlease be advised that purchasing a device on JUMP! On-Demand, Ms*** received the benefit and flexibility to upgrade her device up to three times in a rolling month periodPlease note that by the purchasing a mobile internet device, Ms*** would be eligible to Jump another qualifying mobile internet device and not the device of her choosingAs of the date of Ms*** equipment purchase, T-Mobile provided a day return period to Ms*** which allowed her to use the service to see if it met her needsIf she did not find the service acceptable, Ms*** could have canceled the service as well as returned the Apple iPad Air tablet to the original point of saleOn February 10, 2016, A Ms*** remitted payment of $for the total purchase price plus applicable taxes, which resulted in the EIP for the aforementioned tablet being satisfied in fullUpon speaking with Ms*** on February 16, 2016, as a means of amicable resolution, although it is past the traditional buyer’s remorse period, if the Apple iPad Air tablet is returned to my attention in like-new, working condition T-Mobile has agreed to request a refund for the amount mentioned above to be issued via prepaid refund card to be mailed to the billing address on fileAt that same time, pursuant to Ms*** request, the mobile internet number ending in *** has been canceledFurthermore, in the event that Ms*** is assessed prorated monthly access charges on the following billing statement, T-Mobile has agreed to credit any such fees accordinglyT-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, INCEmilio *** *** Executive Response

Revdex.com:
I just have last inquiry to ask about addition of new line at Old grandfathered rate of Simple Choice Family Plan? Since I called customer care today, and they could not satisfactorily answer my question because T Mobile no longer have that old planCould you please let me know how I can add a line and to whom I may need to contact for that? Otherwise T Mobile has resolved my problem very efficiently and I dont have any grievancesAs always I am a very satisfied customer of T Mobile and will stay with them as long as I canThey have completely revolutionize the Wireless Industry with great care of serviceThanks again
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

August 7,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, 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 14, 2017, regarding the above-referenced account
T-Mobile regrets any difficulty Ms*** has experienced in attempting to contact T-Mobile and any concerns she has encountered with her billed chargesT-Mobile records confirm that on November 5, 2016, Ms*** purchased a Samsung Ondevice on Equipment Installment Plan (“EIP”)Per the terms of our EIP program a payment as required at the time of purchase in the amount of $for the taxes and fees of the full retail price of the equipment and the remaining balance was placed on 24-monthly installments
Upon speaking with Ms*** on July 26, 2017, Ms*** advised she was not informed of the full cost of the equipmentMs*** further stated at the time of purchase she was informed the total equipment cost would be $In effort to amicably resolve this matter, T-Mobile has closed the associated EIP for the Onand as an additional courtesy to Ms*** T-Mobile has also been issued in the amount of $for the previously billed EIP charges for this deviceThis credit is not balance impacting but will reflect on Ms***’s billing statement for the July 14, 2017, through August 13, 2017, billing cycle
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
Jamen F* Executive Response

March 31,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, 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 March 25, 2017, regarding the above-referenced accountPlease be advised that T-Mobile has made attempts to contact Ms***, which have proven unsuccessful therefore we will make every effort to address her concerns within this letter
Upon review, as T-Mobile does not provide equipment repair within our retail locations, Ms***’ concerns may be related to the company OneClick Apple Specialist as found at the address provided in her correspondence to your officeAs such, we respectfully request that you forward this correspondence to OneClick Apple Specialist for investigation and response
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
Kimo 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, *** ***

January 4, 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 2, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that we spoke with Ms***-*** and she confirmed that her concerns have been resolved to her satisfactionT-Mobile regrets any concerns Ms***-*** experienced with upgrading her daughter’s equipmentT-Mobile records confirm that on October 21, 2016, Ms***-*** visited a T-Mobile retail store and purchased an iPhone for mobile number ending in *** on her accountMs***-*** elected to finance the iPhone through the Equipment Installment Plan (“EIP”) wherein she agreed to pay a $down payment and an upgrade support charge plus taxes, totaling $up front, and agreed to pay for the remaining cost of the iPhone totaling $in monthly installments of $and one final installment of $Please note that Ms***-*** had financed a Samsung Galaxy Sthrough EIP for mobile number ending in ***At the time of the iPhone purchase, Ms***-*** traded in the Samsung Galaxy Stoward the purchase of the iPhone It is important to note that T-Mobile offers customers the option to add the JUMP feature to their accountThis feature provides customers with the ability to upgrade to a new device and when trading in a qualifying device, the remaining EIP balance for the existing device is waived in fullCustomers must pay the initial EIP loan balance down to at least 50% of the original financed balance in order to qualify for a JUMP upgradeT-Mobile also offers customers the option to trade in a fully paid off device for a trade in credit toward the purchase of new equipmentA trade in credit cannot be applied in addition to a JUMP upgrade EIP loan balance waiverWhen Ms***-*** traded in the Samsung Galaxy Sfor mobile number ending in ***, she received a trade in credit of $51.00, which was applied toward her initial cost of $186.21, and she paid the remaining amount of $with her debit card ending in It is also important to note that Ms***-*** did not have the required monthly JUMP feature for mobile number ending in ***As such, when Ms***-*** traded in the Samsung Galaxy S5, she was not eligible for an EIP loan balance waiver as she received a trade in credit and was not subscribed to JUMPT-Mobile sincerely apologizes if Ms***-*** was advised that she qualified to have the EIP loan balance for the Samsung Galaxy Swaived in addition to receiving a trade in creditT-Mobile strives to provide complete and accurate information on every customer contactWe regret if any of our representatives failed to do so while assisting Ms***-***Since Ms***-*** did not qualify for a JUMP upgrade, the Samsung Galaxy Sfor mobile number ending in *** continued to be billed to her accountAdditional records confirm that between November 28, 2016, and December 31, 2016, we applied credits totaling $to Ms***-***’s account for her inconvenienceAs an additional courtesy, T-Mobile ended the EIP loan for the Samsung Galaxy Swhich was traded in and waived the remaining balance of $We can confirm that mobile number ending in *** is now subscribed to the $JUMP bundle featureAs such, once Ms***-*** pays the outstanding EIP loan balance for the iPhone down to $or less, she will be eligible to trade in the iPhone toward the purchase of a new device and have the EIP loan balance for the iPhone waivedT-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, INCBrian W*** Executive Response

Complaint: ***
I am rejecting this response because:I have tried to respond times with documents attached and it fails to go through I am responding without documents and would appreciate information on how to provide them. T-Mobile should acknowledge that the final bill and only bill I received from them was for the amount of $not as they stated above (document attached) The T-Mobile final bill was due 1/3/and I paid it in full on 1/16/confirmation number *** (proof of payment attached)The Amsher bill was also for the amount of $ and I notified them that I made the payment to T-Mobile (document attached)I attempted to get a final bill from T-Mobile earlier than when it was received in the mail (mid December) but they said I had to wait because they do not pro-rate bills Although my phone numbers had been ported out I still had to pay for service for several more weeks because of their policy There was an urgency on my part to get the final bill as soon as possible because the new carrier *** pays my termination and equipment fees but I had to provide them the final bill to get the fees paid T-Mobile delays to invoice and then refusal to pro-rate is what made the payment delayed There is no reason for this to have even went to collections as I paid within days of the due date instead of waiting for the funds from *** I ended up paying out of my own pocket I feel turning me into the credit agencies was a retaliation for me changing service providers it certainly was not due to a delinquent account and I notified and called Amsher on occasions in an attempt to resolve their confusionI also placed calls to T-Mobile but they said they could not help me because they could no longer see my account. I would like this action to stay open until my credit is restored at all bureaus as I have been unable to resolve on my own with the companies.
Sincerely,
*** ***

January 31, 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 January 19, 2017, regarding the above-referenced accountPlease be advised that T-Mobile records reflect that the account holder of record is *** *** and that *** *** has been designated as an authorized user of the accountWe are pleased to report that Mr*** concerns have been addressed and resolved to his satisfactionT-Mobile regrets any inconvenience that Mr*** has experienced regarding his handset and network management concernsWe appreciate that opportunity to respond to this matterT-Mobile records indicate that on July 12, 2016, Mr*** qualified for and took advantage of our JUMP! On Demand program (“JOD”) offering with the leasing option of a Samsung Galaxy SEdge 32GB handsetJOD is a leasing option that allows eligible customers to obtain handsets with a low intial out of pocket expense, known as a capital cost reduction, and by agreeing to pay a partial balance of the device in installmentsShould the customer choose to retain the device at the end of the months they are provided with a lease purchase option price to own the deviceOur records reflect that Mr*** was asked to remit a capital cost reduction payment in the amount of $and agreed to a series of payments in the amount of $plus applicable tax, with a predetermined purchase option price of $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 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 damageT-Mobile records further reflect that Mr*** enrolled his mobile number to the optional Premium Handset Protection (“PHP”) offering provided by Assurant SolutionsPHP provides customers with coverage for incidental loss, theft and damage coverage for both physical and liquid damagesShould a customer require a handset exchange for a reason such as damage which would voice the limited warranty, they are required to remid a deductible to Assurant Solutions and a replacement handset will be providedAdditionally, customers are eligible to receive a replacement should their request be due to loss or theftSpecifically, Mr***’s PHP deductible for his Samsung Galaxy Sedge handset is $Per Samsung, Mr***’s Galaxy SEdge handset is reported to have obtained IPrating for dust and water resistance; however, the device may still be affected by liquid damage if exposed to liquid beyond the approved parametersWe are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr***’s expectationsWhile it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacityIn such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customersT-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacityT-Mobile’s records indicate that data usage on Mr***’s line of service is very high relative to other customersIn fact, Mr***’s data usage is among the highest data users on T-Mobile’s networkAs a very heavy user of T-Mobile services, Mr***’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacityWhere the network is lightly loaded, a very heavy user, such as Mr***, will likely notice little, if any, affect from this lower priorityHowever, at times and places where the network is heavily loaded, a very heavy user, such as Mr***, can expect to see some material reduction in data speedsThe number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is availableThe lower speed that results from heavy network loading is temporaryWhen network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go upWe understand that if Mr*** regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Mr***’s high amount of data usagePlease be advised that T-Mobile’s Network Management practice and policy may be located online at https://www.t-mobile.com/company/company-info/consumer/internet-services.htmlPle...⇄ 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 contact with our retail locationPlease be advised that on January 20, 2017, T-Mobile contacted Mr*** regarding his concerns and provided him with information regarding our network management practice, additionally, T-Mobile offered to absolve Mr***’s JOD for his Samsung Galaxy SEdge handsetAs an added courtesy to Mr***, T-Mobile offered a one-time credit of $Please be advised that Mr*** accepted our offer as a resolution to his concerns and is aware of our network management practicesPlease be advised that Mr***’s aforementioned JOD has been closed, we encourage Mr*** to visit a retail location in an effort to confirm whether or not his device as sustained liquid damageShould the device be found to not have sustained damage, he will remain eligible to exchange the deviceBased 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, INCJason A*** Executive Response

Tell us why here... March 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western WashingtonStation Drive, Ste222DuPont, 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 March 13, 2018, regarding the above-referenced account. T-Mobile records confirm that *** *** has designated *** *** as an authorized user of his account. T-Mobile is delighted to have resolved this matter to Mr*** ***’s satisfaction. T-Mobile is sorry to hear of the concerns that Mr*** experienced with regard to his recent handset purchase. Our records indicate that on February 16, 2018, Mr*** purchased an Apple iPhone X handset on an Equipment Installment Plan (“EIP”). As Mr*** indicates in his correspondence to your office, as of the time of his equipment purchase, T-Mobile provided a 14-day return period which allowed Mr*** to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange. It is very important to note that a $restocking fee is assessed to all return transactions. T-Mobile records from March 1, 2018, indicate that in light of the concerns that Mr*** was experiencing with his handset, Mr*** was provided a one week extension to T-Mobile’s return period, wherein he was eligible to return the handset under the return period policy until March 8, 2018. Our records next confirm that on March 10, 2018, when Mr*** attempted to return his handset to T-Mobile, Mr*** was advised that he was outside of the return period and was no longer eligible to return the handset to T-Mobile. We sincerely regret any miscommunication regarding T-Mobile’s return period or the nature of the extension which was offered. T-Mobile is delighted to report that upon reaching Mr*** to discuss this matter, he indicated that he had been able to return his handset to a T-Mobile retail location and was satisfied with their response. As a courtesy to Mr***, and in an effort to amicably resolve this matter T-Mobile agreed to issue an account credit in the amount of $for the restocking fee, resulting in a revised account credit balance of $50.00. T-Mobile regrets any inconvenience to Mr*** regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-ext***Very truly yours,T-MOBILE USA, INC.Kayla *** Executive Response

December 2, 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 25, 2016, regarding the above-referenced accountT-Mobile regrets any handset upgrade concerns Mr*** has experiencedPlease 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 contact with various channels within T-MobileOn November 26, 2016, as a courtesy to Mr*** and in an effort to amicably resolve this matter, T-Mobile assisted Mr*** with upgrading the mobile number ending in to the Apple iPhone 6S GB Silver handsetPlease note that Mr*** will be billed $for the above-mentioned handset on his December 21, 2016, billing statementT-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, INCWilliam B*** Executive Response

Complaint: ***
I am rejecting this response because:The response from T Mobile is misleading same as they mislead their customer including me, about their offers and promotions. I made the mistake to open an account with T-Mobile they placed me in the most expensive plan telling me that that was the best plan for meI did finance a Samsung Galaxy phone from them I fulfilled my obligation with T-Mobile about that. T-Mobile claimed that they do not have contract any more but they use their advertisemnets and offers to lock you in a contract for two years, in my case I received a phone call from T-Mobile offering me a Samsung Tab-E and a LG Stylus cellular telephone for free alleging that I was a good customer and that they appreciate my business and that was a way of saying thanksI was told that the telephone and the Table will appears on my bill, but they will be credited in another word I did not have to pay a cent for it, as long as I keep the contract now called the "EIP" according to T-Mobile all I had to pay were the taxes which I paid $for the phoneEvery month my bill was inflated I never paid T-Mobile the amount that was agreed when I open the account, The Table internet services which is another line was supposed to be free but I was charged for it every month, and in reality the tablet never work, I placed a lot of calls to T-Mobile for technical support, if they really records the conversation please feel free to check it.Every time I called customer services I got a different story all the time, They refused to let me speak to a supervisor telling me that I was talking to a supervisor, T-Mobile claimed that all calls are recorded for customer training, well check the recordings and you will see how T-Mobile is misleading their customers, yes they have Contract and Disclosure Statement but they tell you not to worry about thatI did purchased and added another line to my account for I phone 7, but then I noticed how I was robbed by T-Mobile, and I started closing my lines one by one, I had lines in the account by now just got one and that is because that account is involved in an investigationThe last Robbery was on April when they charged me $for an international phone called to the Dominican republic that they claimed I made, and I don't recognized that phone number but they claimed that it came from my own lineAt that time when I called and spoke to a representative his suggestion was for me to open a long distance service which they will turn off in June They did not closed it but I had cancelled three lines already, other wise I would still be paying for thatT- Mobile charged you $per line if your service get interrupted to re activate the account.T-Mobile on their letter they claimed that I purchased a qualifying device, but I did not have a qualifying mobile internet plan, what device was that, they need to be more specific, and also they refer that I was subscribed to the mobile internet on demand plan which is free according to them, and they claimed that I was advised of this a true lieThey also claimed that on December 1, I purchased a LG Stylus plus device and that I placed that on their(EIP) that is another big lie, I was called with the promotion and I accepted due to the fact that they lie telling me that I don't have to pay for it as long as I stay with T-Mobile, at the time I thought about staying with T Mobile, their service as far as the dropped calls, and their signal is good, what is bad is how they mislead the customer and how they inflate our bill.In January 2, they claimed that I called to change my rate plan, another lie I called and spoke to an advisor to advised me how to reduce my bill, I was paying too much money, the advisor recommended to change the rate plan without explaining to me the consequences, all I wanted was to lower my bill, and she seems to be helping me.Both devices the Tablet and the LG phone were returned when I decided to close my lines, yes it is true that it was not during the days because I planned to use the equipment, but when I found out that T-Mobile was just robbing me I did not have any other choice but to close my account.No wonder why most retailers are not even selling the T-Mobile sim cards, no wonder why there are so many customer switching over to *** and ***, it s not because of a good fair business I guess. Good luck T-Mobile.
Sincerely,
*** ***

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, *** ** ***

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, except I do not agree with removing the complaint since I will be still charge a shelf fee & I feel as if it needs to remain so it may help othersHow do I return the phone? when will I receive my money back, in what form, how much and what time frame? Sincerely, *** ***

May 23,
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 May 14, 2017, regarding the above-referenced accountT-Mobile records indicate the account holder of record is *** ***, and have confirmed that *** *** and *** *** are one in the samePlease be advised T-Mobile has resolved Ms***’s concern to her satisfaction
T-Mobile regrets any concerns to Ms*** in regards to her requests for a Mobile Device UnlockMobile Device Unlocks are available to customers who meet our eligibility requirementsA review of Ms***’s account confirms that on May 13, 2017, we received a request for a Mobile Device Unlock for the devices used on mobile numbers ending in and Please note that Ms***’s account was eligible to receive a Mobile Device Unlock for her devicesAs such, on May 14, 2017, T-Mobile emailed Ms*** with the Mobile Device Unlock instructions needed to unlock her devices and confirmed that she was able to perform the Mobile Device Unlocks
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
Carolina F*
Executive Response