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.-[redacted]

December 20, 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 December 12, 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 regret any coverage issues Ms. [redacted] has experienced. 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 that may interfere with actual service, quality, and availability. T-Mobile reviewed the billing statements from September 9, 2016, through December 8, 2016, and over the course of those three months, Ms. [redacted]’s line ending in [redacted] used an average of 2,133 minutes, sent and received 17,359 text messages and used an average of 2005.06 megabytes (2 gigabytes) of data. Please be advised that as of December 9, 2016, through the date of this letter Ms. [redacted]’s line ending in [redacted] has sent and received 883 text messages and 24 multimedia messages. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service and we consider the charges to be valid. T-Mobile records reflect that Ms. [redacted]’s purchased a Samsung Galaxy S6 Edge handset on April 26, 2016. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program by contacting the manufacturer directly to discuss repair or replacement options. Under 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. Pursuant to a conversation with Ms. [redacted] on December 14, 2016, T-Mobile agreed to perform a handset exchange. A replacement Samsung Galaxy S6 Edge handset was mailed to Ms. [redacted] and this device was received December 15, 2016, and has been in use since that date. It remains T-Mobile position that Ms. [redacted] is able to use the services and send and receive text messages. 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. James G[redacted] Executive Response

May 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 2, 2017, regarding the above-referenced account. T-Mobile regrets any concerns that Ms. [redacted] has in regards to her T-Mobile balance and appreciates the opportunity to respond to her concerns.
T-Mobile records confirm that Ms. [redacted] has two mobile numbers and is subscribed to the Simple Choice Family Unlimited Talk and Text rate plan for $100.00 per month plus applicable taxes and fees which provides unlimited minutes and unlimited text messages and unlimited data with 7 GBs of Smartphone Mobile HotSpot (“SMHS”) at up to 4G/LTE speeds depending on device capability. T-Mobile records confirm that on August 14, 2014, Ms. [redacted] elected to add the JUMP! feature for $12.00 per month to the line ending in [redacted] and the Premium Handset Protection feature for $7.00 per month to the line ending in [redacted].
T-Mobile records confirm that Ms. [redacted]’s billing statement dated February 25, 2017, reflected a total balance due in the amount of $1,237.05 for monthly access charges, and applicable taxes and fees for services between February 25, 2017, and March 24, 2017, which was due in full by March 7, 2017. Ms. [redacted] was assessed $203.87 in monthly access charges, as well as applicable taxes and fees for services on this billing statement. Please note that $1,033.18 was considered past due. Please note that as Ms. [redacted] was not remitting the full balance due on her bills from February 25, 2016 to February 25, 2017, the unpaid charges rolled over into new billing cycles. T-Mobile records confirm the line ending in [redacted] was last used on March 18, 2017. Accordingly, Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through March, 24, 2017.
On March 25, 2017, T-Mobile applied an account credit in the amount of $187.06 and Ms. [redacted]’s billing statement reflected a total balance due in the amount of $1,188.63. Please note that $1,049.99 was considered past due. Ms. [redacted] was assessed $138.64 in monthly access charges, as well as applicable taxes and fees for services between March 25, 2017, and April 30, 2017, which was due in full by April 17, 2017.

Ms. [redacted]’s billing statement dated April 25, 2017, reflected a total balance due in the amount of $1,332.71. Please note that $1,188.63 was considered past due. Ms. [redacted] was assessed $144.08 in monthly access charges as well as applicable taxes and fees for services between April 25, 2017, and May 24, 2017, which is due in full by May 17, 2017. T-Mobile records confirm line ending in [redacted] shows usage up until Ms. [redacted]’s account was suspended on April 30, 2017, due to non-payment. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through May 24, 2017.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve her concern, T-Mobile offered to apply an account credit of $332.71 to bring the remaining balance on the above-referenced account which would result in a remaining balance of $1,000.00 that is due on May 17, 2017. Additionally, T-Mobile offered to set up a payment arrangement to pay the balance in full. Regrettably, after communicating with Ms. [redacted] on May 12, 2017, she has declined T-Mobile’s offer. T-Mobile has placed a hold on Ms. [redacted]’s account until May 31, 2017, so that she may have additional time to think about the offer. Should Ms. [redacted] decide to take advantage of this offer she can reach me at the number listed below on or before said date. It is important to note that the full balance of $1,332.71 will be due on June 1, 2017, if Ms. [redacted] does not accept T-Mobile’s offer.
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. T-Mobile regrets any inconvenience to
Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted]
Executive Response

April 6, 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 March 27, 2017, regarding the above-referenced account.
T-Mobile regrets any continued concern that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to this matter.
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 Executive Response Team.
T-Mobile records reflect that on March 27, 2017, Ms. [redacted] contacted Customer Care and participated in a rate plan change to our T-Mobile ONE tax inclusive rate plan. Please be advised that this rate plan provides Ms. [redacted] with unlimited domestic talk, messaging, and on-network data at the rate of $180.00 for her first four lines of service; a $25.00 monthly add-a-line charge will be assessed for Ms. [redacted]’s fifth line of service for a combine recurring charge of $205.00. Please note that our records reflect that Ms. [redacted] continues to be enrolled in the optional handset protection features for her mobile numbers ending [redacted] and [redacted] at the rate of $12.00 each per month. Accordingly, Ms. [redacted]’s monthly billing is estimated at $229.00 including all recurring taxes and fees, in addition to her previously mentioned EIP for a combined monthly bill estimate of $330.01. As Ms. [redacted]’s aforesaid EIPs mature, her monthly billing will reduce accordingly.
T-Mobile records confirm that Mr. [redacted]’s billing statement dated April 2, 2017, carried a total balance due of $668.04. Please be advised that $312.51 was considered past due. Ms. [redacted] was assessed $355.53 in current statement charges for monthly access, EIP, and applicable taxes and fees for service from April 3, 2017, through May 2, 2017. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by April 23, 2017.
Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). Our records indicate that the Unlimited Data feature was added to Ms. [redacted]’s mobile numbers ending [redacted], 7851, and [redacted] on January 4, 2017, pursuant to a request presented to our Customer Care; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on March 27, 2017, in Ms. [redacted]’s correspondence to your office.
Accordingly, on April 4, 2017, T-Mobile issued a $270.00 credit to Ms. [redacted]’s account representing the $45.00 Unlimited Data feature charge for two months for each of the affected three lines of service. As such, Ms. [redacted]’s account balance was updated to reflect that $42.51 remained as past due. As an additional gesture of good faith, and as a courtesy to Ms. [redacted], on April 4, 2017, T-Mobile absolved Ms. [redacted] of her remaining $42.51 balance. Accordingly, Ms. [redacted]’s account balance was then updated to reflect a zero balance due. Moreover, on April 4, 2017, after reaching a zero balance on Ms. [redacted]’s account, T-Mobile removed her previously authorized payment arrangement.
Finally, on April 6, 2017, T-Mobile applied account credits totaling $26.56 to Ms. [redacted]’s account in an effort to absolve her of the late payment fees and prorated rate plan change charges assessed on her April 2017, billing statement. Accordingly, Ms. [redacted]’s account balance was updated to reflect that $328.97 remains due by April 23, 2017.
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.
Jason A[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]

January 23, 2018
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 January 16, 2018,
regarding the above-referenced account. Please be advised that we have made 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 any account concerns Ms. [redacted] has experienced. T-Mobile records confirm that Ms. [redacted]’s correspondence is in reference to [redacted]’s account number [redacted], on which Ms. [redacted] is an authorized user. On December 26, 2017, T-Mobile records confirm Ms. [redacted] authorized an automatic payment of $328.54 to be withdrawn on December 29, 2017, using the card ending in 5258. As Ms. [redacted] is the account holder, she received an SMS on December 27, 2017, as a reminder of the payment withdrawal for December 29, 2017. As such, T-Mobile was authorized to automatically deduct payments from the payment method provided.
On December 29, 2017, as scheduled, a payment of $328.54 was withdrawn from card ending in 5258 as agreed upon by Ms. [redacted]. However, on December 29, 2017, Ms. [redacted] requested the payment of $328.54 be refunded. Please note that on December 30, 2017, Ms. [redacted] was refunded the amount of $328.54 to the requested bank account.
Regarding the Change of Responsibility (“COR”), please note that our records reflect that Ms. [redacted] requested a COR be processed with respect to the mobile number ending in 5526. Please note that a COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. T-Mobile records confirm that Ms. [redacted] approved the COR. At that time, Ms. [redacted] was advised that Ms. [redacted] had to contact Customer Care within 30 days to accept financial responsibility for the mobile number ending in 5526. Our records indicate that the COR could not be processed due to a past due amount of $211.83.
On January 14, 2017, T-Mobile records confirm a payment of $211.83 was processed, bringing the account current, at which time the COR was completed as requested. We regret any confusion 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.
Rochelle M[redacted]
Executive Response

May 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 April 26, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.  T-Mobile regrets to hear of Mr. [redacted]’s concerns and welcomes the opportunity to respond.  T-Mobile takes account security very seriously and in response to the growing industry-wide threat of phone number scams, T-Mobile has created additional account security options in an effort to protect our customers. As such, to activate a new SIM card, in addition to our normal account verification procedures, customers are asked to confirm a one-time PIN number sent to their handset.  If a customer is unable to receive the PIN on their handset we alternatively offer the option of sending the PIN to any other line on the account or to an email address associated with the account.  It is important to note that the email option is not available if the email address has been added or changed within the last thirty days.  T-Mobile records reflect that on April 25, 2018, Mr. [redacted] contacted us to activate his new SIM card but was unable to receive a one-time PIN nor did he have access to any other line on the account.  Our records further reflect that Mr. [redacted] updated his email address on that same date, thus we could not send an email as an alternative.  As such, to ensure Mr. [redacted]’s account security, we referred him to a T-Mobile retail location so that we could verify his identity with a valid form of identification in order to complete his SIM card activation. However, on May 1, 2018, T-Mobile issued a $50.00 credit to Mr. [redacted]’s account as a gesture of goodwill.  The account remains open with a credit balance of $50.00.   T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-8089.Very truly yours,T-MOBILE USA, INC.David [redacted]Executive Response

April 25, 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]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 13, 2017, regarding the above-referenced account.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that Mr. [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, T-Mobile will not share such account information with the Mr. [redacted]. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, the account holder or an authorized users on the account may contact me at the number below to discuss this matter further. 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.
Oscar 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 somewhat satisfactory to me. Sincerely, [redacted]

September 30, 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 23, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced in regards to her [redacted] device not being compatible on the T-Mobile network. T-Mobile strives to provide world-class service to all of our customers on each and every contact and we make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care department. Please be advised that we can provide the T-Mobile Internet and picture messaging settings for some non-T-Mobile devices, however device troubleshooting that is not related to the T-Mobile network (T-Mobile Internet and picture messaging settings) is unavailable. T-Mobile can only provide some troubleshooting for non-T-Mobile devices and we are unable to guarantee the functionality of devices which do not have a software version that was sold or updated by T-Mobile. Due to the limited resources we have on non-T-Mobile devices, we are unable to guarantee the effectiveness of these settings. We strongly recommend that our customers contact the manufacturers of their non-T-Mobile devices with any questions or problems regarding the functionality, operation, or performance of their non-T-Mobile devices. Equipment Installment Plan (“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 and customers are required to make down payments on their device purchases based on credit eligibility and promotional pricing. It is important to note that based on Ms. [redacted]’s credit eligibility she would be required to make a higher down payment. T-Mobile records indicate that on September 23, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S6 handset. Based on her personal credit history at the time of Ms. [redacted]’s purchase, she was required to make a down payment in the amount of $234.00 then agreed to a series of 24 monthly installments in the amount of $8.17. T-Mobile records show that on September 23, 2016, Customer Care spoke with Ms. [redacted] and offered a credit in the amount of $46.80 towards a down payment of $234.00 not including taxes for a Samsung Galaxy S6 Edge. Ms. [redacted] accepted and an order was placed for the handset and Ms. [redacted] received on September 26, 2016. However in order to amicably resolve the matter, on September 29, 2016, T-Mobile contacted Ms. [redacted] and offered to adjust the remaining down payment for the handset in the amount of $187.20 and she accepted. Ms. [redacted] agreed moving forward that she would still have the monthly installments in the amount of $8.17. 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. Jimmie P[redacted] Executive Response

August 8, 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 July 25, 2017, regarding the above-referenced account. We are pleased to advise that all concerns have been resolve to Mr. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience that Mr. [redacted] has experienced regarding his payment posting concern. We appreciate the opportunity to respond to this matter. T-Mobile has reviewed Mr. [redacted]’s account and records reflect that on July 2, 2017, Mr. [redacted] created a future dated payment for his past due balance of $180.69 via MyT-Mobile.com. This payment arrangement was to be paid in two installments of $36.14 to be taken on July 16, 2017, and the second payment of $144.55 on July 30, 2017, to be drafted from his financial institution.
However, due to an inadvertent error Mr. [redacted] submitted the payment in full totaling $180.69 via MyT-Mobile.com on July 14, 2017. As such, our Customer Care team in an effort to resolve Mr. [redacted]’s concerns requested that a refund for $180.69 be sent to Mr. [redacted], however the requests were denied as the refund requirements were not met.
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(s) 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.
Nevertheless, in a further effort to amicably resolve Mr. [redacted]’s concerns on August 4, 2017, T-Mobile approved the refund of $180.69 back to his bank account. Please note the refund can take up to three business days to appear from the time it was approved. Additionally, T-Mobile applied a courtesy credit of $93.00, to the account. Please note this credit provided was to assist with the overdraft fees incurred which resulted in a balance reduction. As such, the account reflects a balance of $178.27 which is due by August 20, 2017.
T-Mobile provides a number of options for Mr. [redacted] to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip. T-Mobile regrets any inconvenience caused 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.
Sharon B[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.
Sincerely,
[redacted]

May 26, 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 May 15, 2017, 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. It is important to note that upon speaking with Ms. [redacted], she requested we contact Mr. [redacted] in regard to above-referenced account. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concerns have been resolved to his satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regard to the Samsung promotional offer. On December 24, 2016, T-Mobile records indicate Ms. [redacted] purchased two Samsung Galaxy S7 Edge handsets at a purchase price of $789.99 each plus applicable tax for a total of $1,579.98 on an Equipment Installment Plan (“EIP”). At the time of signing, Ms. [redacted] was required to remit a down payment of $139.98 and agree to a series of 24-monthly installment payments in the amount of $60.00.
Please note that from December 22, 2016, through December 31, 2016, eligible customers who purchased a qualifying Samsung Galaxy phone on an EIP and activated a new line on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data could get a second qualifying Samsung Galaxy phone for free after rebate.
As can be expected, there are several eligibility requirements for the aforementioned promotion; some of these requirements were met and others were not. As stated in the promotional offer, customers must activate a new line at the time of purchasing the Samsung Galaxy S7 Edge. Regrettably, T-Mobile records indicate Ms. [redacted] did not activate a new line of service causing the above-referenced account to be ineligible for the promotion.
Nevertheless, as a gesture of goodwill and in an effort to amicably resolve this matter, on May 25, T-Mobile applied an account credit in the amount of $790.00 towards the two above mentioned EIPs which resulted in a remaining EIP balance of $350.00.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted] Executive Response

September 29, 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 26, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] continues to have with his T-Mobile account billing. Our records confirm that on August 15, 2016, Mr. [redacted] activated service with T-Mobile. Mr. [redacted]’s billing cycle runs form the 17th to the 16th of every month. It is also important to note that Mr. [redacted]’s account is on T-Mobile’s “bill current” billing system. This means that charges for Mr. [redacted]’s rate plan are billed in advance of the service being provided and become due within that billing cycle. As of September 27, 2016, Mr. [redacted] has only one mobile number ending in [redacted] and is subscribed to our T-Mobile One rate plan for $75.00 per month. Mr. [redacted] also does not have any additional Equipment Installment Plans (“EIP”). Mr. [redacted]’s monthly access charges are $75.00 before applicable taxes. As stated in our previous response to your office, T-Mobile would follow up with Mr. [redacted]’s next billing statement to apply any credits for disputed monthly access charges. Accordingly, on September 22, 2016, T-Mobile applied a courtesy credit of $114.07 for Mr. [redacted]’s disputed monthly access charges. Our records indicate that Mr. [redacted] has received two billing statements for his monthly access charges from August 15, 2016, through October 16, 2016, which is two months of service. On September 4, 2016, Mr. [redacted] made a payment in the amount of $103.68 for his monthly services and is the only payment made to his account. As of September 27, 2016, Mr. [redacted]’s account reflects a credit balance of $0.56 and he is paid through October 16, 2016, for his monthly services. In regards to Mr. [redacted]’s down payment made for the Samsung Galaxy J7 handsets that were returned; our records indicate that on September 16 2016, T-Mobile provided a refund in the amount of $66.60. It may have taken up to three business days for refunds to appear on the Mr. [redacted]’s card account. In an effort to amicably resolve this matter, Mr. [redacted] may contact his financial institution for any further questions or he may send me a copy of his 30 day running billing statement for the month of September 2016 showing that he has not received his refund. Mr. [redacted] may also check his account balance using his MyT-Mobile app or at MyT-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 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. Ligia M[redacted] Executive Response

June 20, 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 12, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset. Our records confirm that on December 8, 2014, Ms. [redacted] purchased an LG G3 handset at full retail cost. It is important to note that T-Mobile is constantly working to improve our network and coverage offerings. As such, as advances are made in our network, some devices may not be able to take full advantage of coverage enhancements. T-Mobile records confirm that at Ms. [redacted]’s billing address, she is located in an area of good in-home 4G LTE coverage, with no known issues. However, the network in Ms. [redacted]’s area has recently been upgraded, and regrettably, her LG G3 handset is not fully compatible with these network enhancements. Please note, however, that Ms. [redacted] will be able to continue using her LG G3 device and service with no loss of functionality. Our records confirm that on June 4, 2016, Ms. [redacted] was advised that if she wished to take advantage of the network enhancements, she would need to purchase a new handset. Our records confirm that a discount of $100.00 was offered to Ms. [redacted] if she purchased a new handset. Ms. [redacted] declined this offer, however. In an effort to amicably resolve Ms. [redacted]’s concerns, on June 16, 2016, T-Mobile sent her a new LG G5 handset at no cost to her, which is fully compatible with the network enhancements in her area. If Ms. [redacted] experiences any additional concerns regarding her handset or coverage, she may contact Customer Care at 800-937-8997 for assistance. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. 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

January 12, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 4, 2017, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Mr. [redacted] regarding our JUMP! On Demand program. JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost.  Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
 
Customers with a JUMP! On Demand lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JUMP! On Demand upgrade. The upgrade must be completed at retail location where a physical inspection of the phone will be done in order to confirm the handset is free of damage.  If damage free, the current lease is ended, the handset is accepted for return and a new handset lease is entered into.
Please be advised that Mr. [redacted] upgraded with JUMP! On Demand to an Apple iPhone 7 Plus 128GB handset on September 14, 2016 and was required to return in the existing Apple iPhone 6S Plus 64GB handset that was set up with JUMP! On Demand.
T-Mobile records indicate that the Apple iPhone 6S Plus handset was scanned into our return warehouse on October 28, 2016. Due to an inadvertent error, the JUMP! On Demand for the Apple iPhone 6S Plus handset was not removed from Mr. [redacted]’s account.
Please note that T-Mobile has placed a credit in the amount of $63.60 on November 28, 2016 for two months of JUMP! On Demand for the Apple iPhone 6S Plus 64GB handset. Additionally, T-Mobile spoke with Mr. [redacted] on January 12, 2017 and removed the Apple iPhone 6S Plus 64GB handset from Mr. [redacted] and applied an additional credit in the amount of $31.80 for the most recent JUMP! On Demand for the Apple iPhone 6S Plus 64GB handset bringing the account to a credit balance in the amount of $31.80. Mr. [redacted] has accepted this as resolution to his concerns. 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.
 
Christopher R[redacted]
Executive Response

September 6, 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 August 28, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate that [redacted] is an authorized user of the account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Ms. [redacted] remains unsatisfied with our response to your office. Our records reflect that Ms. [redacted] is billed by a system known as “bill arrears” with a billing close date of the 20th of each month. On August 17, 2017, T-Mobile applied a credit of $165.72 which reduced her balance due to $380.49 for August 13, 2017. When Ms. [redacted]’s bill cycle closed on August 20, 2017, her monthly access charges from July 21, 2017, through August 20, 2017, were added to the balance leaving her account active with a balance due of $793.84 for September 13, 2017.   Although, it is position that Ms. [redacted] has been billed accordingly, on August 28, 2017, T-Mobile issued a courtesy credit of $129.59 for the Purchase Option Price of her Samsung Galaxy S6, reducing the balance due to $664.25. Additionally, upon speaking with Ms. [redacted] on August 30, 2017, as a gesture of goodwill and in an effort to amicably resolve her concerns, T-Mobile issued a credit $126.26, leaving her balance due of $534.99.   Regarding Ms. [redacted]’s concern for her payment arrangement, T-Mobile has removed the arrangements and found that on August 30, 2017, Ms. [redacted] set up a payment arrangement through her online account at www.T-Mobile.com, to pay the past due balance on September 13, 2017.   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

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]
I am impressed with the speed and service of both the Revdex.com and t-moblie. correct, the plan was grandfathered without argument and other then tese two problems I have been happy with t-mobile for 15 years. always have service where ever I go. I have recommended them to others also.
Now it was my understanding I would have this new plan indefinitely at that price. there was no mention of the other four 4lte gig addin with the 3lte gig when I get another phone however he explained it. and he also said there would be no interruption of service due to data issues. these were not mentioned  in the reply.
it needs to be added.
thank you
[redacted]

August 31, 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 a letter dated August 20, 2017 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.  T-Mobile is pleased to report to your office that upon speaking with both the account holder and authorized user, we have resolved this matter to their satisfaction.   Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location and Customer Care.   T-Mobile records confirm that on February 26, 2017, Ms. [redacted] took advantage of T-Mobile’s 2017 February Tablet On Us promotion.  Please be advised that from February 10, 2017 through February 28, 2017, T-Mobile offered qualifying customers, like Ms. [redacted], an opportunity to receive an LG GPad X tablet, or Samsung Tab E tablet for free through promotional Equipment Installment Plan (“EIP”) credits for the cost of the tablet, and using it on an eligible T-Mobile ONE rate plan for $20.00 per month per line so long as the lines remain on an eligible plan.    Ms. [redacted] activated two tablets that day under the promotion.  Ms. [redacted] purchased the Samsung Tab E tablet and LG GPad X tablet through our EIP program, wherein she was required to remit a payment for the taxes on the full retail price, and agreed to 24 monthly installments in the amount of $10.00 per device on the tablet lines ending in [redacted] and [redacted].   On August 28, 2017, T-Mobile contacted Ms. [redacted], and discussed her concerns.  As a gesture of goodwill, T-Mobile proposed to cancel the two tablet lines effective immediately, issue an account credit in the amount of $240.00, and close the EIPs associated with them as a result of the information not being disclosed of the monthly access charges associated with the tablet lines of service.  T-Mobile contacted the account holder to obtain permission to proceed with the request the same day.  She accepted, which reduced her balance to $63.34 consisting of her remaining access charges due on September 12, 2017.    T-Mobile will be following up with Ms. [redacted] to share our findings of reviewing her following billing statement on September 22, 2017 to adjust the final prorated charges associated with the tablet lines.  Pursuant to our conversation, Ms. [redacted] considers the matter resolved, and has no further concerns.  T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate her business.   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.   Adrianne F[redacted] Executive Response