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T-Mobile Usa Inc Reviews (4844)

June 8,
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 May 28, 2017, regarding the above-referenced accountPlease be advised that we have made attempts to contact Ms***, which have proven unsuccessfulAs such, T-Mobile will make every effort to address her concerns within this letter
T-Mobile regrets any concerns Ms*** experienced in regards to the cancelation of her accountT-Mobile records confirm that as of December 3, 2014, Ms*** was subscribed to the Simple Choice Family Unlimited Talk, Text, and Data, promotional rate plan, which for $100.00, provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capabilityPlease note that all additional lines added after the first two are $each per monthIt is important to note that Ms*** had four lines in her account
T-Mobile records indicate that on November 12, 2015, Ms*** qualified for our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Tab Stablet with a full retail cost of $At the time of purchase, Ms*** was not required to make a down paymentMs*** then agreed to a series of monthly installments in the amount of $If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchase
Additionally, T-Mobile records indicate that on November 14, 2015, Ms*** qualified for our JUMP! On Demand (“JOD”) offering with the lease of a Samsung Galaxy Grand Prime handset with a full retail cost of $Please note that Ms*** was not required to make a capitol cost reduction paymentMs*** then agreed to a series of monthly lease payments in the amount of $with a purchase option price of $
It is important to note that JOD customers, like Ms***, are responsible for and agree to at the time of lease signing, a total of 18-lease paymentsHowever, they have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement
Our records confirm that Ms*** canceled mobile numbers ending in and on February 4, 2017, when she ported her mobile numbers to another service providerMs***’ billing cycle ran from the 3rd of one month to the 2nd 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 March 2,
T-Mobile records further confirm that on March 4, 2017, Ms*** contacted T-Mobile to cancel mobile number ending in ***Regretfully T-Mobile has no records of Ms*** requesting to cancel mobile number ending in ***As such Ms*** continued to get billed for her remaining active line and any open EIP and JOD in her account
Please be advised that Ms*** contacted T-Mobile on May 13, 2017, to cancel mobile number ending in ***Accordingly Ms*** account was canceled on May 13, 2017, and the remaining EIP balance, lease payments, and purchase option price for the above mentioned devices became due
Review of our records reflects that Ms***’ account has not been referred to a third party collection agency as cancelation of her account was less than days agoPlease be advised that T-Mobile does not report information directly to any of the credit bureaus
However, in an effort to amicably resolve Ms*** concerns, on June 7, 2017, T-Mobile applied a $credit to Ms*** account leaving her account at 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
Juan B***
Executive Response

August 6,
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 August 4, 2015, regarding the above-referenced account Please note that T-Mobile has resolved this matter to Ms***’ satisfaction
We regret Ms*** had issues porting her mobile number from *** to T-Mobile On July 11, 2015, Ms*** visited a T-Mobile Premium Retailer and activated an account with a temporary mobile number ending in *** At the time of activation, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 16GB device. 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 installments. Accordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $
As of the time of Ms***’ purchase of a new handset for use on the mobile number ending in ***, T-Mobile provided a day return period which allowed Ms*** to use the equipment to see if it meets 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.
Ms*** worked with the T-Mobile Premium Retailer on multiple occasions soon after activation to have her *** mobile number ported to T-Mobile. T-Mobile records indicate that on July 30, 2015, Ms*** called our Customer Care department to discuss why her *** mobile number had not been ported over to T-Mobile Our records indicate on that date, she did not have appropriate account verification and as such, we were unable to discuss the account with her
On July 31, 2015, Ms*** visited the T-Mobile Premium Retailer store she activated with to discuss returning the above mentioned iPhone The store was unable to accept the return as Ms*** was past our day return period A call was then made to our Customer Care department where we advised Ms*** that only a regional manager can process a return outside this return period Ms*** then spoke with our Retention Department wherein her account was cancelled
Although it is outside the allotted days provided, in an effort to amicably resolve this matter, T-Mobile will allow Ms*** to return her device directly to my attention within days of the date of this letter at:
T-Mobile USA, Inc
Executive Response
Attention: Jennifer G***
*** *** *** **
Albuquerque, NM
Upon receipt of the handset, T-Mobile will revisit the account on August 17, 2015, and apply a credit to the balance on the account which will cover all charges associated with the iPhone T-Mobile will also adjust the pending charge for the remainder of the unpaid installments in the amount of $ T-Mobile recommends that Ms*** return the handset via a traceable carrier and request a tracking number when shipping. We ask that Ms*** please include the handset, battery, charger, and her account information to insure proper credit within the box. If the handset has sustained either physical or liquid damage that would void the Limited Warranty the handset will be returned to Ms*** and the EIP balance and final pro-rated monthly access charges will then be considered valid. Ms*** has 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 *** *** ***
Very truly yours,
T-MOBILE USA, INC
Jennifer G***
Executive Response

August 16,
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 August 3, 2017, regarding the above-referenced accountT-Mobile is pleased to inform you that upon speaking with Ms***-***, she confirmed that her concern has been resolved to her satisfactionPlease note that Ms***-*** is the account holder for account number ***In an effort to address Ms***-***’s concerns regarding account number ***, T-Mobile received authorization from the account holder of record, MrDonald ***, to work with Ms***-*** and address her concerns
T-Mobile regrets any billing concerns Ms***-*** has and we appreciate the opportunity to provide the necessary detailsT-Mobile records indicate that on December 23, 2004, Ms***-*** activated account ending in with three active voice lines of service, and is subscribed to the T-Mobile ONE rate plan at a cost of $per month for the first two lines of service, and the third line is $per monthThis rate plan includes unlimited minutes, unlimited messages, and unlimited data at up to 4G/LTE speeds depending on device capabilityAdditionally, Ms***-*** elected to add Device Protection for mobile number ending in *** at a cost of $per month plus applicable tax, and the JUMP! feature at a cost of $per month on mobile numbers ending in *** and $per month on mobile number ending in ***Therefore, the monthly recurring charge is $plus applicable taxes, fees, added features, and Equipment Installment Plans (“EIP”)Please be advised Ms***-*** is eligible to receive a $discount per line of service if she is enrolled in the AutoPay feature
T-Mobile records confirm that on May 22, 2017, Ms***-*** purchased two Samsung Galaxy SPlus handsets with accessories during the Samsung Galaxy SBOGO offer on an EIP for a total purchase price of $1,plus applicable taxes and feesAt the time of signing, Ms***-*** was required to remit a down payment in the amount of $260.00; and she agreed to a series of 24-monthly installment payments in the amount of $From May 12, 2017, through May 24, 2017, eligible customers who purchase a qualifying Samsung Galaxy Sor Samsung Galaxy SPlus on an EIP and activate at least one new line of service on our T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data rate plans can get a Samsung Galaxy Sfor free after rebateThe max value of the rebate is the full retail price of the Samsung Galaxy Swhich is $Accordingly, Ms***-*** received a rebate card for the max value of $
With regard to Ms***-***’s concern with the account ending in 8946, T-Mobile records indicate that on August 17, 2014, Mr*** activated his account and was subscribed to the Simple Choice Family Match Voice rate plan at a cost of $per month plus applicable taxes and feesPlease be advised that Mr***’s account was billed by a system known as “bill current”, meaning that payment for services were paid in advanceT-Mobile records confirm that Mr***’s billing cycle ran from the 19th of one month to the 18th of the following month and was due on the 11th after the bill cycle closed
T-Mobile records confirm Mr*** cancelled his account on June 18, Please be advised that at the time of cancellation Mr***’s balance due was $It is important to note that T-Mobile records do not reflect that Mr***, nor Ms***-*** was advised that the balance due was $Nevertheless, on July 19, 2017, Mr***’s billing statement reflected a balanced due of $and was due in full on August 11, As a gesture of goodwill, T-Mobile applied an account credit to Mr***’s account which resulted in a zero balance
Should Ms***-*** have any questions further questions regarding the information provided or the action taken on the accounts she may contact our office at the number listed below
Please be assured that T-Mobile strives to provide world-class service to all of our customers on 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 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
Carlos T*** Executive Response

Complaint: ***I am rejecting this response because:Sincerely,*** ***
I HAVE CALLED THIS MAN times with NO CALL BACK EVEN THOUGH HE KNOWS MY PHONE IS ACTIVE TO SPEAK WITH HIMhe is listing details which are incorrect on your site and HAS NO SPOKEN WITH ME! Please give my case to SOMEONE ELSE WHO CAN PICK UP THE PHONE!

February 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 January 25, 2017, regarding the above-referenced accountT-Mobile is pleased to advise that Ms*** concerns have been resolved to her satisfaction
T-Mobile regrets any concerns Ms*** has experienced with regards to her handset and refund requestT-Mobile records indicate that on November 2, 2015, Ms*** qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy GSdeviceEIP 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 monthly installments
Accordingly, Ms*** was asked to make a down payment in the amount of $and agree to a series of monthly installments in the amount of $
By purchasing T-Mobile equipment, Ms*** received a one-year Limited Warranty provided by the manufacturer of her deviceUpon review of Ms*** account the warranty was extended as Ms*** was subscribed to the Premium Handset Protection (“PHP”) feature from the time of activation, however she removed the feature on November 26, During the one-year Limited Warranty period, Ms*** was eligible to receive an advanced replacement of her 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 damage
Although Ms*** device was out of the one-year limited warranty and her mobile number was no longer subscribed to the PHP feature, on January 21, 2017, T-Mobile made an exception for Ms*** and processed a handset exchange for herMs*** handset was sent to a retail location for pick up and records confirm that the handset appeared to have physical damage; therefore, she was not able to take possession of the replacement device
On January 23, 2017, Ms*** contacted T-Mobile and requested cancelation of the account based off of her most recent experience at the retail locationAs T-Mobile uses a billing system known as bill current, Ms*** was billed for the monthly recurring service charges that ran from January 23, through February 22, 2017, which was charged to the account and went toward the credit balance of $
As of the December 23, billing cycle, Ms*** account had a credit balance of $361.62, then when the following bill was generated and totaled $202.53, the account’s credit balance was then brought to $159.09, records further confirm that the account was given adjustment in the amount of $on January 21, 2017, which then brought the credit balance to $
In an effort to amicably resolve Ms*** concerns, T-Mobile has agreed to place a credit toward the account in the amount of $192.54, which was for the bill dated January 23, 2017, less the $charge for third party contentBy placing additional credit toward Ms*** account, this brought the credit balance back to $At Ms*** request, T-Mobile has directly deposited the credit balance of $directly back to her bank account which she should expect to see in the next three business daysIn addition, T-Mobile will enter Ms*** account after the final billing close date which is February 22, 2017, to ensure that the account is closed with a zero balance
Please 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*** recent contact with our retail location and Customer Care
T-Mobile regrets any inconvenience caused 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
Lupe C*** Executive Response

May 22,
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 May 15, 2017, regarding the above-referenced account
T-Mobile regrets any concerns Ms*** experienced with her T-Mobile handsetT-Mobile records confirm that on April 23, 2017, Ms*** participated in our Jump! On Demand promotion for a Samsung Galaxy SEdgeJUMP! On Demand is a leasing option that provides customers another affordable option to use the best new devices on our amazing Data Strong networkMs*** made a payment in the amount of $218.02, which consisted of her $capital cost down payment, $SIM Starter Kit, and $in sales tax
On May 2, 2017, our records confirm that United Parcel Services (“UPS”) completed an investigationRegretfully, on May 10, 2017, UPS filed a claim for the lost package as it was not found
In an effort to amicably resolve this matter, on May 19, 2017, T-Mobile sent up an escalation for Ms***’s refund in the amount of $Please allow up to five business days for the refund to appear with Ms***’s financial institutionIn addition, on May 19, 2017, T-Mobile sent Ms*** a prepaid refund card in the amount of $to her address on the correspondencePlease allow seven to ten business days for regular mailingAs of May 19, 2017, Ms***’s account number *** remains canceled with a zero balanceMs*** will keep her 4G monthly prepaid account with her current mobile numberT-Mobile regrets any inconvenience to Ms*** 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Ligia M***
Executive Response

December 19, 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 December 13, 2016, regarding the above-referenced accountT-Mobile regrets that Mr*** remains unsatisfied with our response to your officeUpon review T-Mobile records indicate that on November 28, 2016, Mr*** was initially sent an e-mail declining the Mobile Device Unlock (“MDU”) request for the IMEI number ***, as the line of service had not met the requirement of being in use on his account for consecutive daysAs previously indicated in our letter to your office dated December 12, 2016, on December 6, 2016, our office contacted Mr*** at which time he confirmed that the Apple iPhone SE with the IMEI number *** was unlocked and in use overseas, which matches the IMEI that he lists in his concern to your officeAdditionally, T-Mobile has confirmed with Apple that the IMEI number *** is currently unlockedFurther, on November 30, 2016, T-Mobile sent Mr*** the MDU instructions via e-mail for the IMEI number ***T-Mobile confirmed with Apple that the device is able to be unlockedIt should be noted that records further indicate that Mr*** has yet to complete this processPlease 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 Customer CareBased 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, INCShannon R*** Executive Response

September 12, 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 September 5, 2016, regarding the above-referenced accountOn September 8, 2016, T-Mobile spoke with Mr*** ***, an authorized user on the accountT-Mobile regrets Mr***’s concerns regarding a warranty non-return fee and applicable taxes associated with an equipment exchange handsetT-Mobile records confirm on September 7, 2016, the warranty non-return fee totaling $730.64, and applicable taxes totaling $43.84, were credited to the accountIn an effort to resolve this matter amicably, T-Mobile offered for Mr*** to provide a running bank statement to confirm the fees assessed by his financial institutionMr*** requested an account credit in lieu of providing the documentationOn September 8, 2016, T-Mobile applied an accepted account credit of $The balance of $includes monthly recurring charges, Equipment Installment Plan charges and applicable taxes from the August 11, 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, INCPancho Q*** Executive Response

June 26, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western WashingtonStation Drive, Ste222DuPont, WA 98327 Re: ***
*** Your File No*** T-Mobile Account No*** To Whom It May Concern: T-Mobile USA, Inc(“T-Mobile”) is in receipt of your correspondencedated June 23, 2015, regarding the above-referenced account. T-Mobile records indicate that onDecember 17, 2013, Ms*** qualified for and took advantage of our EquipmentInstallment Plan (“EIP”) offering with the purchase of an Apple iPhone 5Chandset. EIP is a payment option thatallows eligible customers to purchase handsets by making a down payment at thetime of purchase and agreeing to pay the remaining balance in 24installments. Accordingly, Ms*** was askedto make a down payment in the amount of $and agree to a series of 24monthly installments in the amount of $ Following the initial launch of our JUMP! program, we madesome changes and launched the new JUMP! feature which provides customers allthe coverage offered by our Premium Handset Protection bundle (handsetinsurance and extended warranty), Mobile Security with Lookout, plus the benefitof traditheir current device financed through an EIP for a credit of theremaining EIP balance due, up to one-half of the original retail price of thatdevice. Customers enrolled in JUMP! areprovided with unlimited opportunities to upgrade the device they enrolled inJUMP! with no waiting period. The JUMP! feature may be added to the account within 14days of a qualifying event. Qualifyingevents include: Activation with EIP;Add a line with EIP;Handset upgrade with EIP; orWarranty Exchange with EIP. T-Mobile records indicate that Ms*** did not add theJUMP! feature at the time she upgraded her handset with EIP, and as there hasbeen no qualifying event on Ms*** mobile number ending in ***, she doesnot have the feature and is therefore not eligible for a JUMP! upgrade or toadd the JUMP! feature. T-Mobile records further indicatethat on March 4, 2015, Ms*** qualified for and took advantage of our EIPoffering with the purchase of an Apple iPhone handset for use on the mobilenumber ending in *** Based on herpersonal credit history at the time of Ms*** purchase, she was notrequired to make a down payment; however, she agreed to pay $52.65, which isfor the taxes on the full retail price. Ms*** then agreed to a series of monthly installments in theamount of $27.08, which appeared on the first billing statement following thepurchase of the device. Please note thatMs*** declined adding the JUMP! feature at this time T-Mobile records from March 4, 2014also show that Ms*** elected to trathe Apple iPhone 5C handset thatwas purchased on December 17, and that she accepted a $trade-incredit for the handset. Please beadvised that T-Mobile’s records confirm that the $tracredit for theApple iPhone 5C handset was applied toward the taxes for the new Apple iPhone 6handset and accessory that Ms*** purchased on March 4, 2015. Please be advised that Ms*** remainedresponsible to pay the EIP balance for the Apple iPhone 5C handset. However, in an effort to amicably resolve this matter, onJune 24, 2015, T-Mobile applied a credit in the amount of $to Ms***account towards the remaining EIP balance on the Apple iPhone 5C handset Please note that Ms*** accountcurrently remains open with a zero balance due. We regret any inconvenience to Ms*** Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, pleasefeel free to contact me at the address below or *** *** *** Very truly yours, T-MOBILE USA, INC. Tiffany C***Executive Response

July 29, FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & ***ern 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 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made attempts to reach Ms***, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms***’s concerns within this letter T-Mobile regrets any billing concerns Ms*** has experienced. T-Mobile records indicate Ms*** was subscribed to our free-of-charge AutoPay feature, which provides customers subscribed to qualifying rate plans a credit of $per month per line of service Further, on June 29, 2017, T-Mobile records indicate Ms*** updated her AutoPay enrollment through her account portal at my.t-mobile.com, and provided an updated payment method to be used for future account payments. Accordingly, Ms*** was sent a billing statement dated June 26, 2017, in the amount of $434.04, which consisted of a past due balance of $204.52, as well as new monthly recurring charges of $for services form June 27, through July 26, 2017. Due to an inadvertent error, Ms*** was not issued the $per line auto pay credit towards the new monthly recurring charges. On July 17, 2017, T-Mobile issued a manual credit of $for Ms***’s AutoPay discount for the billed charges from June 27, through July 26, 2017. Going forward, Ms***’s account remains enrolled in the AutoPay feature, and is scheduled to receive the monthly discount systematically. As of the date of this letter, Ms***’s account reflects a credit balance of $15.00. T-Mobile regrets any inconvenience to Ms***, and we appreciate the opportunity to address 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-ext*** Very truly yours, T-MOBILE USA, INC Ronnie A*** Executive Response

May 27, 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 15, 2016, regarding the above-referenced accountT-Mobile is pleased to report that we have resolved this matter to Ms***’ satisfactionWe regret any inconvenience Ms*** may have experienced regarding the billing name on her accountT-Mobile records indicate that Ms*** account was originally opened under her maiden name *** ***Ms*** had called in and requested to have the account reflect her married nameIt should be noted that the name was changed to *** as requested on March 3, However due to an inadvertent systematic error the billing name was changed back to ***T-Mobile reflects that on April 26, 2016, the billing name on the account was changed back to ***Unfortunately by this time Ms*** account had been canceled pursuant to her requestIn Ms*** letter to your office she brought up concerns regarding the cancellation request of the line ending in *** being reactivated without her consentT-Mobile records reflect that Ms*** billing cycle runs from the 19th of the month through the 20th of the following monthOn March 22, 2016, Ms*** contacted Customer Care to request the cancellation of mobile number ending in ***Upon speaking with Ms***, she was advised that pursuant to T-Mobile policy the line would be terminated at the close of her billing cycle on April 20, Please be advised that on March 26, 2016, Ms*** again contacted Customer Care for an unrelated concern and was advised of the cancellation dateFurthermore during interaction T-Mobile placed a credit on Ms***’ account in the amount of $as she was unaware that the line would terminate and the end of her billing cycleIt should be noted that on April 20, 2016, the mobile number ending in *** did in fact cancel as requested by Ms***Prior to Ms*** cancelation of mobile number ending in *** on April 20, 2016, Ms*** was on the Simple Choice Unlimited Talk, Text and Data promotional family time rate plan which provides unlimited talk, text and data up to 4G/LTE speeds and requires two or more lines of serviceAs of the date of cancellation Ms*** was left with one remaining line, as such, her rate plan was changed to the Simple Choice North American single line rate including (2) two gigabytes of data as to avoid any unnecessary chargesPlease be advised that as the unlimited data is included in the family rate plan, when changed to a single line the unlimited feature was automatically removedIt is important to note that additional data packages may be added at the consumers request by either contacting Customer Care, or online via our website at www.t-mobile.comT-Mobile regrets any inconvenience Ms*** may have experiencedWhen Ms*** account canceled by porting out on May 7, 2016, she was billed for an entire billing cycleA port-out is when a customer transfers their T-Mobile mobile number to another provider, either wireless or landlineAs previously mentioned above, Ms***’ billing cycle ran from the 19th of the month through the 20th of the following monthNevertheless, on an effort to amicably resolve this matter, T-Mobile issued Ms*** a refund in the amount of $which was her final month’s charges that were paid on May 11, Ms*** should expect to receive the refund to the address on file within five to seven business daysIt should be noted that Ms***’ account remains closed with a zero balanceBased 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 H***Executive Response

May 27,
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
Station Drive, Ste
DuPont, WA
Re: *** ***
T-Mobile Account Name: *** ***
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 23, 2017, regarding the above-referenced accountPlease note the account holder of record is Mr*** *** and Ms*** *** is an authorized user on the account
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms*** may have encounteredT-Mobile appreciates the feedback Ms*** has provided as it allows us to take the necessary steps to improve future customer experiences
T-Mobile records indicate that, on March 15, 2017, Ms*** was provided with a $credit toward the LG Vdevice she purchased via our Equipment Installment Plan (“EIP") offer on June 21, Please note that a credit toward an EIP will reduce the number of installments remaining and not the amount of the monthly installmentsAccordingly, the remaining balance owed as of March 15, was $was promised and as of the date of this letter there are nine installments remaining
Please note that T-Mobile has confirmed these changes were reflected on the billing statement dated March 19, We have provided a copy of this statement to Ms*** where we have highlighted the related items for her recordsMs*** has been provided with the email address ***@T-Mobile.com as well as the below phone number and we ask that she contact me directly if she has any additional questions 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 attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Liana G*** Executive Response

Complaint: ***
I am rejecting this response because: Why my bill this month is and they charge two phones in different number and just have oneI was offer also a free phone if I take another line free
Sincerely,
*** ***

May 8,
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 April 24, 2017, regarding the above-referenced account
T-Mobile regrets any ongoing handset concerns experienced by Ms*** regarding her Apple iPhone 6sDuring the Limited Warranty period, Ms*** is eligible to receive an advanced replacement of her 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 damage
Please note, under our Limited Warranty exchange, customers will receive a like-new replacement device if a warranty exchange is neededFurthermore, customers who subscribe to our Premium Handset Protection insurance bundle do receive an extended warranty outside of the manufacturer’s one year warranty, however a like-new handset is sent as a replacement as well
It is very important to note that handsets which are reconditioned through T-Mobile or the manufacturer are built using only the highest of quality parts, and are tested extensively for functionalityAs such, like-new replacement handsets that are sent to customers as warranty exchanges are tested to ensure that they are sent to customers without any known issues
Should Ms*** be unsatisfied with our exchange program and receiving a like-new replacement, she may contact Apple, the manufacturer of her equipment, and discuss alternative replacement options
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
Martin G***
Executive Response

Complaint: ***
I am rejecting this response because: I have had issues with t mobile about taking money from prepaid svc in the past. refuse this answer, and their response I is unacceptable
Sincerely,
*** ***

May 30,
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 May 17, 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 regrets any concerns Mr*** experienced in regards to his handset upgradesT-Mobile records indicate the following JUMP! On Demand handsets were accepted on the account:
• On October 24, 2015, Samsung Galaxy SBlack 32GB handset was leasedA capital cost reduction was not required however agreed to a series of 18-monthly lease payments of $was accepted;
• On October 27, 2015, a Samsung Galaxy SBlack Sapphire 32GB handset was leasedA capital cost reduction was not required however agreed to a series of 18-monthly payments of $was accepted;
• On October 12, 2016, an Apple iPhone Plus Gold 32GB handset was leasedA capital cost reduction was not required however a series of 18-monthly lease payments of $was accepted;
• On April 14, 2017, a Samsung Galaxy SBlack was leasedA capital cost reduction was not required however agreed to a series of 18-monthly payments of $was acceptedPlease note that as this handset was returned to T-Mobile’s National Return Center (“NRC”) on May 28, 2017, the JUMP! On Demand lease was closed
• On May 28, 2017, a Samsung Galaxy SBlack handset was leasedA capital cost reduction was not required however agreed to a series of 18-monthly payments of $was accepted;
• On May 16, 2017, a Samsung Galaxy SBlack 32GB handset was leasedA capital cost reduction was not required however 18-monthly lease payments of $were accepted; and
• On May 27, 2017, a Samsung Galaxy SGray handset was leasedA capital cost reduction was not required however monthly lease payment of $was accepted
Please note that until a trahandset is received at the NRC therefore, the JUMP! On Demand lease remains active and continues to be billed toward the accountRecords confirm that on May 28, 2017, T-Mobile received Mr***’ trahandset at the National Return Center (“NRC”)Therefore, on that day, T-Mobile closed the remaining JUMP! On Demand lease, reducing the balance owed to zero
Please be advised JUMP! On Demand customers have the option to cancel their lease and return their handset at any time during the lease termIf they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that timeIf the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement
Records confirm that on April 27, 2017, Mr***’ JUMP! On Demand lease reached the 18-month term, therefore, the remaining purchase option price of $157.24; was applied to the May 25, 2017, billing statementTherefore, Mr***’ May 25, 2017, billing statement reflects a balance owed of $
On January 2, 2017, Mr*** qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone Plus Black 32GB handsetMr*** was required to remit a down payment of $and then agreed to a series of 24-monthly installments of $On May 10, 2017, Mr*** utilized T-Mobile’s EIP offering with the purchase of an LG Vhandset, on the mobile number ending in ***Mr*** was not required to make a down payment and then agreed to a series of 24-monthly installments of $Records confirm the receipt of this handset at T-Mobile’s NCR, therefore, T-Mobile closed the remaining EIP balance, reducing it to zero
Please note that T-Mobile provides its customers with a 14-day return period to return their newly purchased or leased equipment should it not meet their needsIn an effort to resolve the matter, T-Mobile will allow Mr*** to return any of the above-mentioned handsets to T-Mobile’s Executive OfficeOnce returned, T-Mobile will close any remaining JUMP! On Demand lease or EIP balances, reducing them to zeroMr*** may return his equipment within 30-days of this letter, in good working condition, directly to my attention at:
T-Mobile USA, Inc
Executive Response
Attention: Diana J***
Menaul BlvdNE
Albuquerque, NM
Should Mr*** wish to discuss this matter further, he may contact me at the number listed below or by email at ***@T-Mobile.com
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed
Thank you for bringing this matter to our attentionShould you have any further questions, please feel free to contact me at 877-290-ext***
Very truly yours,
T-MOBILE USA, INC
Diana J***
Executive Response

February 19, 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 dated February 15, 2018, regarding the above-referenced account. T-Mobile is pleased to report we have resolved *** ***’s concerns to his satisfaction.T-Mobile regrets any confusion *** *** may have encountered in regards to returning his device. T-Mobile records confirm that *** *** agreed to participate in the JUMP! On Demand lease option on April 9, for an Apple iPhone smartphone. There was an amount of $plus tax due at signing, and *** *** agreed to monthly payments of $plus sales tax. If customers choose to buyout their leased device, they do so by purchase option price plus taxes. If lease installments remain, customers pay remaining installments and plus applicable taxes and fees. T-Mobile regrets any inconvenience to *** *** in regards to this process.In order to reach an amicable resolution, T-Mobile agreed to honor *** ***’s request and issued a one-time credit of $to his account balance. As of the date of this letter, the account reflects a $credit balance which will be applied to the upcoming billing statement.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.Liana G***Executive Response

Hello Revdex.com --
I am happy to inform you that T-Mobile has settled this issue (Complaint ID: ***)
I appreciate your assistance!
Sincerely,
***

February 26, 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 18, 2017, regarding the above-referenced account. T-Mobile regrets that Ms*** experienced any concerns with the returned handsets. T-Mobile records indicate that Ms*** purchased an Apple iPhone Gold 64GB handset on March 28, with our Equipment Installment Plan (“EIP”) for her mobile number ending in ***. Ms***’s mobile number ending in *** is subscribed to the optional JUMP! with Premium Handset Protection (“PHP”) for $per month. With the JUMP! with PHP option, customers may tratheir handset as often as they wish to have up to one-half if their EIP balance paid off. On December 17, 2016, Ms*** elected to use her JUMP! benefit and requested to trathe Apple iPhone Gold 64GB handset to purchase an Apple iPhone Plus GB handset. Ms*** was asked to make a down-payment in the amount of $and she agreed to pay 24-monthly installments in the amount of $30.00. Ms***’s Apple iPhone Plus GB handset with International Mobile Equipment Identifier (“IMEI”) *** was delivered on December 20, 2016. On December 21, 2016, Ms*** contacted Customer Care and a new order (order number ***) was placed for a new Apple iPhone Plus GB handset as Ms*** reported that the new handset that was delivered was not functioning. T-Mobile ordered a new handset and billed the full cost of the handset to the account, Ms***’s account was charged $930.89. When T-Mobile received Ms***’s non-working Apple iPhone Plus handset, the charges in the amount of $for the new handset that was ordered on December 21, were going to be credited to the account. T-Mobile provided Ms*** with a pre-paid UPS return tracking number, ***; which shows there was a delivery to our return center in Coppell, TX on January 3, 2017. However, the Apple iPhone Plus GB handset with IMEI number *** has not been scanned in by the return center, which is the reason the charges for new handset have not been credited to Ms***’s account yet T-Mobile’s records indicate that Ms***’s Apple iPhone 64GB handset was received by the Assurant return center on January 26, and the EIP that was associated with that handset was closed on January 26, 2017. On January 26, 2017, T-Mobile issued a credit to the account in the amount of $toward the EIP charges that were billed to the account after December for the Apple iPhone handset To date, T-Mobile is still unable to validate that the Apple iPhone Plus GB handset with IMEI number *** has been received. Nevertheless, on February 27, 2017, as a gesture of goodwill and in an effort to amicably resolve this matter for Ms***, T-Mobile issued a credit to the account in the amount of $for the handset charges associated with the second Apple iPhone Plus GB handset order (order number ***) from December 21, As of February 27, 2017, Ms***’s revised account balance totals $271.32, which is comprised of monthly access charges, EIP and taxes and surcharges for services rendered from January 10, through February 9, and payment is due by March 2, T-Mobile appreciates Ms***’s business and we regret any inconvenience that she 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-ext*** Very truly yours, T-MOBILE USA, INC Ally Y*** Executive Response

August 31, 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 27, 2016, regarding the above-referenced accountT-Mobile regrets any concerns Ms*** experienced regarding her accountOur records confirm that Ms*** activated her account on April 4, 2016, with two lines of servicePlease note that Ms***’s billing cycle ran from the 8th of one month to the 7th of the following month, with payment due on the 28thMs*** was subscribed to our Simple Choice Family Unlimited Talk, Text and Data rate plan at $monthly for two lines of serviceMs*** was also subscribed to handset protection on each of her lines of service at $monthly per line, and the line of service ending in was subscribed to our Name ID service at $monthlyT-Mobile records confirm that on April 4, 2016, Ms*** used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 6S Plus handset and a Samsung Galaxy Note handsetMs*** remitted a down payment in the amount of $129.99, and agreed to monthly installments in the amount of $If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statementThis information is disclosed within the EIP agreement provided at the time of purchaseMs*** cancelled her account on July 9, 2016, when she ported her numbers to another providerAs Ms*** had an active EIP on her account at the time of cancellation, the remaining balance was assessed to her final billing statementAt the time of Ms***’s cancellation, her account had a balance owed in the amount of $200.94, from the billing statement dated July 8, As indicated in our July 12, response to your file number 11549350, T-Mobile offered to allow Ms*** to return the above-referenced handsets to our office, and the remaining EIP balance would be waivedOur records confirm that Ms***’s handsets were received as returned as of July 18, Upon receipt and inspection of the handsets, a credit in the amount of $was issued for the remaining monthly access charges and applicable taxesHowever, due to an inadvertent error, the remaining EIP balance was not adjusted until the billing cycle ended, on August 8, As such, when Ms*** received her final billing statement dated August 8, 2016, the statement reflected a balance in the amount of $1,However, as the credits for the returned handsets were issued on August 8, 2016, Ms***’s account remains closed with a zero balanceIn an effort to amicably resolve Ms***’s concerns, upon closure of the current billing cycle on September 8, 2016, a copy of her updated billing statement will be sent to her, reflecting the zero balanceT-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

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