T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I appreciate T-mobiles efforts for making this right. Sincerely, [redacted]

July 27, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 15, 2015, regarding the above-referenced account. 
 
T-Mobile regrets that Ms. [redacted] is dissatisfied with our responses to your office.  As previously indicated in our response dated June 30, 2015, Ms. [redacted] canceled her account on May 23, 2015, when she ported her mobile numbers to another service provider.  Please be advised that Ms. [redacted]’s billing cycle ran from the 11th of one month to the 10th of the following month.  The revised final billing statement printed on July 11, 2015, reflects a balance of $55.55 for monthly recurring charges for services rendered from May 11, 2015 to May 22, 2015 and is due on August 3, 2015.  Please note it can take seven to ten business days for the delivery of the billing statement.
 
In the letter from your office, Ms. [redacted] indicated she was advised a credit would be issued to her credit card for a charge on her credit card dated May 8, 2015, in the amount of $419.48.  It is important to note that T-Mobile has no record of a payment or transaction in the amount of $419.48 associated with the above referenced account.
 
Please be advised that the Federal Trade Commission (FTC) has a process in place for consumers who are disputing bank transactions.  The bank or credit card account holder must dispute the unauthorized payment through their financial institution directly.  Adherence to the FTC process prevents additional unauthorized transactions, enables the financial institution to address the unauthorized transactions fees, and enables the FTC to track identity theft occurrences and keep the public informed on new scams.  As such, Ms. [redacted] was advised to dispute the charges with her bank.
 
Upon T-Mobile’s conversation with Ms. [redacted] on July 22, 2015, she indicated she will wait for the billing statement to be delivered to her billing address and also follow up with her financial institution to further investigate the credit card transaction. T-Mobile regrets any inconvenience to Ms. [redacted].  
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Lizette C[redacted]
Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
In addition, I am grateful to T-Mobile more precisely Mr. L[redacted] and Revdex.com regarding this resolution.
Sincerely,
[redacted]  [redacted]

April 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Name: [redacted]
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] has experienced with her in home coverage. T-Mobile records indicate the Billing Responsible Party listed on the above referenced account is one [redacted] who is also known as [redacted].
In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area indoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted]’ account and, based on the coverage map, confirms that this address is in an excellent coverage area with no known issues at this time. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced.
T-Mobile has engaged our local engineers and they are currently running tests to determine the cause of the loss of signal in Ms. [redacted]’ home and what next steps need to be taken. In the interim, T-Mobile has offered a 4G/LTE CellSpot which is an in home coverage device to enhance Ms. [redacted]’ coverage. The CellSpot is a unique and simple solution that improves a customer's in-home coverage, enabling them to make better voice and data connections while in their home. The CellSpot has been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance.
In an effort to amicably resolve Ms. [redacted]’ service concerns, T-Mobile has applied an account credit of $100.00 and will continue to work closely with Ms. [redacted] to resolve her in home service concerns. T-Mobile regrets any inconvenience this may have caused Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance in resolving the problem Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was able to switch to [redacted] in a matter of minutes, thank you for the written instructions. I would like to note that none of the three customer representatives I spoke with on the date of my original request gave me instructions like the ones I was sent from T-Mobile's executive, which further confirms my belief that T-Mobile was intentionally making it as hard as possible for me to switch carriers. I will be telling everyone I know about my awful experience and am so happy not to be a T-Mobile customer any longer. Sincerely, [redacted]

September 25, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted] T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 11, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that he has designated [redacted] as an authorized user of the account.  T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.   T-Mobile regrets any misunderstanding to Ms. [redacted] regarding T-Mobile’s Carrier Freedom program and the status of her submission.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.   With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.    There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement.  The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device.  Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.  Please note, T-Mobile never received the prior carrier’s final bill, as such Mr. [redacted]’s reimbursement was denied.   T-Mobile records confirm that Mr. [redacted] activated service with our T-Mobile ONE with taxed included rate plan.  T-Mobile offered corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list.  This discount program was referred to as the T-Mobile Advantage Program.  Please note this is a grandfathered program which is not compatible with our T-Mobile ONE rate plan.  As Mr. [redacted] is currently on a T-Mobile ONE rate plan, his account is ineligible for the Advantage Program.  T-Mobile regrets any misunderstanding to Mr. [redacted] regarding the Advantage Program.   In effort to amicably resolve this matter, T-Mobile approved the Carrier Freedom reimbursement for Mr. [redacted] in the amount of $1,000.  This refund will come in the form of a prepaid card within ten business days via US Mail. Ms. [redacted] accepted this as resolution to her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Nicole C[redacted] Executive Response

June 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 28, 2016, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved this matter to Ms. [redacted]’s satisfaction. We are sorry to hear that Ms. [redacted] had concerns with the coverage and her final billing statement. As Ms. [redacted] may imagine, T-Mobile is unable to guarantee coverage as there are so many factors that can affect the coverage day to day. Things such as traffic volume, network changes, weather, terrain and even foliage can interfere with actual quality and availability of service. Please be advised that on February 24, 2015, Ms. [redacted] requested to order a Wi-Fi CellSpot router to assist with her coverage concerns. At the time of the order Ms. [redacted] agreed to pay a $99.00 plus taxes non-return fee should she fail to return the equipment in the event of account cancelation. Wi-Fi CellSpot return labels are automatically sent to customer’s address on file if the account is canceled. T-Mobile records confirm that Ms. [redacted] canceled her account on October 21, 2015, when she ported her mobile numbers to another service provider. Please note that we do not have record of Ms. [redacted] returning the above mentioned Wi-Fi CellSpot router, as such, Ms. [redacted] was charged a non-return fee in the amount of $104.08 including taxes. Please be advised that on October 2, 2015, Ms. [redacted] did remit payment in the amount of $137.62 which covered the monthly recurring service charges through cancelation. After Ms. [redacted] remitted payment, the account totaled a past due of $104.08 which consisted entirely of the Wi-Fi CellSpot non-return fee. It is our position that as the equipment was not returned the balance remains valid. On May 17, 2016, Ms. [redacted]’s account was transferred to third party collection agency Convergent Outsourcing Inc. where it currently remains to attempt to collect payment for the past due balance. In an effort to amicably resolve this matter T-Mobile has agreed to credit Ms. [redacted]’s T-Mobile account in the amount of $54.08, should she remit payment of $50.00. On June 1, 2016, T-Mobile contacted Ms. [redacted] and presented this offer to which she accepted as full resolution to her concerns. At this time Ms. [redacted] remitted payment in the amount of $50.00, and her T-Mobile account was adjusted for the remaining balance in the amount of $54.08. Ms. [redacted]’s T-Mobile account remains canceled with a zero balance. Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

September 6, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 25, 2016, regarding the above-referenced account.  We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.
 
We are sorry to hear that Ms. [redacted] had any outstanding concerns regarding our Carrier Freedom Reimbursement program.   Our records support on July 26, 2016, that T-Mobile received Ms. [redacted]’s request for reimbursement of her device buyout charges from [redacted]. Although, Ms. [redacted]’s request was initially declined, as it did not include the necessary documentation, as a courtesy, T-Mobile fulfilled Ms. [redacted]’s reimbursement request and sent a refund in the amount of $1,305.43 to her billing address on August 12, 2016.
 
It is important to note that normal processing time for the reimbursement is eight weeks and Ms. [redacted] did receive the reimbursement within the timeframe provided. We apologize for any inconvenience the process caused Ms. [redacted] with her previous carrier but it is T-Mobile’s position that Ms. [redacted]’s Carrier Freedom reimbursement was processed within the normal guidelines and we respectfully decline any additional compensation.
 
Nonetheless, as Ms. [redacted] has continued to express dissatisfaction as a final courtesy to her and although it is outside our 14-day return period, T-Mobile has agreed to allow Ms. [redacted] the opportunity to return the Apple iPhones purchased on our Equipment Installment Plan (“EIP”). Upon receipt of the returned devices in like new condition with no physical or liquid damage, T-Mobile will credit any remaining balances associated with the EIP.  Ms. [redacted] may return her devices directly to my attention within 30 days of the date of this letter to the following address:
 
Executive Response
Attention: Christina S[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
 
T-Mobile recommends that Ms. [redacted] return the devices via a traceable carrier and suggest that she receive a tracking number when shipping them. In addition, we request Ms. [redacted] includes her T-Mobile account information with the return of her devices to ensure proper credit. Please note that on September 6, 2016, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

I recieved one email from Diane J[redacted] in whicb I DID respond (see screenshots of email) I requested that she call me the following day. I never received the call which regretfully I expected. I have talked to multiple people about the charges amd keep getting different reasons as to why I "owe" more than 300 dollars. The first reason was because we were past due. I have told everybody that I am willing to pay for the device. I was never told that I had to cancel service. The line was a hot spot which I was not recieving service for, therefore, I should not habe been charged. Even if I was that does not equal 320 dollars. I have been charged for a month of service that I did not recieve or even use. I refuse to pay for a service that I did not recieve. I do not have that kind of money just laying around. To a company making as much as Tmobile, they should not be penny pinching their customers that do not have the ability to pay. If I had used the service then it would be my obligation to pay. Since I did not use the service nor even receive service I am inclined to deny the claims that I owe for more than the device.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

September 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated September 19, 2016, regarding the above-referenced account. We regret to hear Mr. [redacted] had with returning his equipment and canceling his T-Mobile services. On March 23, 2016, Mr. [redacted]’s account was activated subscribed to the Biz Family Unlimited Talk, Text, and 10GB Data four line promo $120.00 monthly rate plan. In addition, the mobile numbers ending in [redacted] and [redacted] subscribed to the optional JUMP! 2.0 $12.00 monthly feature and mobile number ending in [redacted] subscribed to the JUMP! 2.0 $9.00 features for estimated monthly recurring charges (“MRC”) of $153.00 less taxes and fees. T-Mobile records indicate that on March 23, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 6s Space Gray 64 gigabyte (“GB”) handset, two iPhone 6s Plus Rose Gold and Silver 64GB handsets, and Samsung Note 5 Black 32GB handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Please be advised on April 29, 2016, Mr. [redacted]’s account was canceled as due to no usage on the equipment. As such, on May 1, 2016, the EIP for Mr. [redacted]’s equipment was canceled and final charges billed to his account. Our records confirm Mr. [redacted]’s final billing statement dated June 20, 2016, reflected an amount due of $3,337.37, which consisted of EIP monthly installments, EIP final charges, MRC, and taxes. On September 11, 2016, Mr. [redacted]’s account entered collection treatment for non-payment for the amount of $3,337.37. On September 16, 2016, the account was assigned to Convergent (Formerly ER Solutions, ERS) and a collection fee in the amount of $136.85 was applied to the current balance bringing the new balance to $3,474.22. In order to amicably resolve all of Mr. [redacted]’s concerns we have offered to close the current balance on the account due to no usage on our records. In addition, any negative reporting will be removed within 90 days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Christopher P[redacted] Executive Response

September 29, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience that this matter may have caused Ms. [redacted].  Please note that Ms. [redacted] activated her account on August 3, 2017 under our T-Mobile One rate plan which provides unlimited talk, text and data for $75.00 per month plus applicable taxes and fees. Additionally at that time Ms. [redacted] elected to enroll in AutoPay.  AutoPay 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 customer.  Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.  As Ms. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the bank account provided.  T-Mobile since then has automatically deducted the payment for the first month since the cancellation of Ms. [redacted]’s service.   Please be advised that Ms. [redacted]’s account was considered a “bill current” account meaning that her bill was due a week prior to her bill cycle end date.  Ms. [redacted]’s bill cycle ran from the 14th of one month to the 13th following month and was due on 25th of every month.   We regret any coverage issues Ms. [redacted] experienced when she activated service with T-Mobile.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability. It should be noted that upon receipt of Ms. [redacted]’s coverage concerns, T-Mobile provided a Signal Booster for use in her home to aid in providing a better signal in her home. The T-Mobile Signal Boosters are a group of unique and simple solutions that that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home.  Please note that the Signal Boosters are T-Mobile owned devices.  However, if not returned upon cancelation of service, there is a $289.00 non-return fee plus applicable taxes that is assessed to the account.    Please be advised that T-Mobile provides a return period to all customers allowing them to use the service to see if it meets their needs. As Ms. [redacted] found that the service was not acceptable; she canceled her service on August 13, 2017, meaning she would only been responsible for the service charges, fees and taxes incurred from August 3, 2017 until August 13, 2017.  As T-Mobile has not received the equipment Ms. [redacted]’s account was charged a total of $309.96 for the non-return fee of the equipment.    As such, T-Mobile is willing to adjust and refund $50.00 from August 14, 2017 until September 13, 2017 through her original payment method.  Furthermore on August 15, 2017, Ms. [redacted] canceled her AutoPay so therefore T-Mobile will not draft any further money from Ms. [redacted]’s credit card. T-Mobile records confirm that the Signal Booster has since been received and the credit of $309.96 was applied to the account for the balance in full.  Therefore Ms. [redacted]’s account remains closed with a zero balance.  Finally, in order to amicably resolve Ms. [redacted]’s concern, T-Mobile has issued the $50.00 refund as outlined above via the original payment method.    Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Daniel L[redacted] Executive Response

February 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated February 4, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that on January 30, 2016, Mr. [redacted] activated a fifth line of service to his account, ending in [redacted]. In Mr. [redacted]’s correspondence, he indicated that his line of service was to be replaced by his home number, which he requested to be ported in from another provider. Please note that a port in requires specific information from the original account be provided, such as the account number and any security passwords. Due to an inadvertent error, however, the port-in of Mr. [redacted]’s land line number was not initiated. However, upon speaking to Mr. [redacted] on February 9, 2016, T-Mobile verified the necessary information for Mr. [redacted]’s account with his previous provider, and initiated the port-in process. As of February 16, 2016, Mr. [redacted]’s line of service ending in [redacted] has been ported in and has replaced his line of service ending in [redacted]. However, it is important to note that Mr. [redacted] may experience dual service until February 18, 2016, while his previous provider completes the release of the mobile number. During this time, Mr. [redacted] may experience incoming calls dialed to his [redacted] line being received on both devices. Regrettably, we have been unable to reach Mr. [redacted] following the completion of the port-in to advise him of such. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile is offering to credit his account in the amount of $220.00, for one month of his monthly access charges for his five lines of service for the inconvenience. T-Mobile requests that Mr. [redacted] contact me at the number below no later than February 29, 2016, to accept this offer of resolution. T-Mobile regrets any concerns Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

October 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 13, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction. We regret any concerns Mr. [redacted] has experienced regarding his T-Mobile handset. According to our records, on October 8, 2016, Mr. [redacted] entered into a JUMP! On Demand lease for an iPhone 6S Plus handset. By leasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program. Alternatively, Mr. [redacted] can replace his device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Additionally, T-Mobile provided Mr. [redacted] with a 14-day return period which allowed him to use the equipment to see if it met his 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 JOD lease entered into at the time of the original purchase. Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.). Nevertheless, in an effort to amicably resolve the matter, on October 20, 2016, T-Mobile applied a credit in the amount of $117.81 toward the account to defray the cost of obtaining a new handset. Upon speaking to Mr. [redacted], he confirmed the matter is resolved and he has no further concerns. The account remains active with a balance of $385.87 which consists of monthly access charges, monthly EIP charges, monthly JOD lease charges, applicable taxes, and fees from the billing statement dated October 5, 2016. We regret any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
I now understand that this policy was in my agreement about 15 years ago when I initially signed up with T-Mobile.  
My only question is why are they and other cell phone carriers allowed to include this clause in their agreement to bill a customer til the end of the billing cycle for unused service?  Just as they can prorate usage for a customer for unused service if the customer signs up mid month, they should also prorate when a customer cancels service mid-month.  This can be done they just choose not to do it and are getting away with it as well.  Their is no justification or reason for this.
Then they turn around and send you to a collection agency and you're charged $24 for that as well.  This policy practices are so unfair.
I'm glad that this if finally resolved and I can move on.
 
Sincerely, [redacted]

December 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 11, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] had with her account billing and we appreciate the opportunity to address her concerns. T-Mobile records confirm that on October 1, 2015, Ms. [redacted] activated her T-Mobile account. According to our records, on October 7, 2015, Ms. [redacted] contacted T-Mobile to advise that she intended to cancel her account and that she was in the process of returning her equipment. However, due to an inadvertent error, at that time, Ms. [redacted]’s account was not cancelled. Our records confirm that on November 9, 2015, pursuant to Ms. [redacted]’s request, the account was cancelled. In an effort to amicably resolve the matter, T-Mobile has credited the account balance to zero. Please be advised that, as Ms. [redacted]’s account was not transferred to a third-party collection agency, therefore Ms. [redacted]’s credit should not be affected by this account. If Ms. [redacted] wishes to further discuss this matter she may contact me directly at the number provided below. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

February 18, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated February 14, 2016, regarding the above-referenced account. T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. T-Mobile records indicate that Ms. [redacted] activated service on October 17, 2015, and was set up with a New York state discount to receive a monthly discount for service charges on eligible rate plans. Additionally, Ms. [redacted] was subscribed to T-Mobile’s Simple Choice Unlimited Talk, Text, and 10GB of high speed data rate plan for $100.00 plus applicable taxes each month. It is important to note that the mentioned rate plan is already significantly discounted and as such, not eligible to be further discounted. As a courtesy, and in an effort to amicably resolve this matter, on February 16, 2016, T-Mobile applied a credit to Ms. [redacted] account in the amount of $383.52 for 24 months of the New York state discount. This credit brings Ms. [redacted] account to a credit balance in the amount of $228.71. Ms. [redacted] 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 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Christopher R[redacted] Executive Response

June 9, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 4, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response. As indicated in our May 27, 2016 response, our records confirm that Ms. [redacted] activated her account on December 2, 2015, with the voice line of service ending in [redacted] and a mobile internet line of service ending in [redacted]. In Ms. [redacted]’s correspondence, she indicated that she submitted documents to participate in our early termination fee reimbursement program known as Carrier Freedom. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. Regrettably, our records confirm that Ms. [redacted]’s documents for reimbursement were not received. On December 2, 2015, Ms. [redacted] utilized our Equipment Installment Plan (“EIP”) program with the purchase of an LG G-Pad tablet. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $9.99. 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 statement. This information is disclosed within the EIP agreement provided at the time of purchase. Additionally, on December 2, 2015, Ms. [redacted] used our JUMP! On Demand lease program to lease an LG G4 handset. Ms. [redacted] agreed to an 18 month lease period, with monthly payments in the amount of $16.50 plus applicable tax. At the end of the lease period, Ms. [redacted] would be required to return the LG G4 to a T-Mobile retail store, or remit payment for the purchase option price of $102.99 plus tax. If Ms. [redacted] cancelled her service prior to the end of the lease period, the remaining lease amount as well as the purchase option price would be billed to her final billing statement. T-Mobile records confirm that Ms. [redacted] cancelled her account on April 2, 2016. As there was an active EIP on the account as well as an active JUMP! On Demand lease, the remaining balance for each was assessed to Ms. [redacted]’s final billing statement. The balance owed on Ms. [redacted]’s account following cancellation was $464.34, which included $45.01 for prorated monthly access fees and applicable taxes, $189.81 for the LG G-Pad EIP balance, and $229.52 for the remaining lease amount and purchase option price for the LG G4 handset. Ms. [redacted] remitted a payment in the amount of $45.01 on April 22, 2016, reducing the balance owed to $419.33. T-Mobile records confirm that Ms. [redacted] returned the LG G4 handset to T-Mobile on April 29, 2016. As such, on May 26, 2016, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $229.52 for the charges for the LG G4 handset. Ms. [redacted]’s account remains cancelled, with a balance of $189.81 for the LG G-Pad tablet. Our records confirm that the device has not been returned to T-Mobile, and as such, it is our position that the charges are valid. However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offers to allow her to return the LG G-Pad tablet to our office, in good working order, and the remaining EIP balance of $189.81 will be waived. The tablet can be mailed to my attention to the following address: T-Mobile USA, Inc. Attn: Brian W[redacted] c/o Executive Response P.O. Box 37380 Albuquerque, NM 87176 T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the tablet, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset/s indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset/s will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. It is important to note, Ms. [redacted] must have the equipment post marked for return no later than June 30, 2016. Should Ms. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

August 3, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 21, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] may have experienced with his service interruption.  Please be advised that in order to qualify for a payment arrangement the account must be less than 30 days past due.  In addition once a payment arrangement has been agreed to it cannot be changed or deleted and if not met could lead to an interruption of service.    T-Mobile records indicate that on July 10, 2017, Mr. [redacted] agreed to a two part payment arrangement, which he would pay $170.23 on July 17, 2017 and then $170.23 on July 31, 2017. On July 14, 2017, Mr. [redacted] was sent a reminder that the first payment set for July 17, 2017 was going to be drafting from the payment method provided.  On July 17, 2017, the payment was rejected due to insufficient funds.    As of July 19, 2017, as no payment had been remitted, Mr. [redacted] failed to meet the payment arrangement which caused the interruption of service as of July 20, 2017.  At that time Mr. [redacted] would have needed to pay $104.96 to qualify for a new payment arrangement to be set on the account.  Please note that Mr. [redacted]’s account currently has a balance that is 51 days past due, which disqualifies the account for payment arrangement options.  In order to meet qualifications for a payment arrangement he would need to pay $109.96 at this time.   As a one-time courtesy, in an effort to amicably resolve this concern, a hold was placed on Mr. [redacted] account through July 26, 2017, and his service was restored.  T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].   Very truly yours,   T-MOBILE USA, INC.   Lauren L[redacted] Executive Response