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.
Sincerely,
[redacted]

March 28, 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 24, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her T-Mobile purchase. 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.
Please note that T-Mobile did not state that Ms. [redacted] did not return the equipment within her 20 day equipment return period. Our dates in our previous correspondence are the dates of interaction between Ms. [redacted] and our Customer Care regarding her concerns. T-Mobile followed all the necessary steps to be able to assist Ms. [redacted] in locating her equipment. We regret any delay in processing her refund.
Our records confirm that on March 17, 2017, T-Mobile refunded Ms. [redacted]’s payment in the amount $113.10 back to her original card used for purchase. Please note that it can take up to three business days for the transaction to appear on Ms. [redacted]’s financial institution.

T-Mobile also recommends Ms. [redacted] contact her financial institution to review her refund. In addition, Ms. [redacted] may contact me at the number provided below if she has not received her refund as of yet. T-Mobile regrets any inconvenience to Ms. [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. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Ligia 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]

June 21, 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 June 7, 2017, regarding the above-referenced account.
We regret any concerns Mr. [redacted] has experienced regarding the removal of the Stateside International feature from his account. T-Mobile records show that Mr. [redacted] had the Stateside International feature until October 13, 2015, which was available at a cost of $10.00 per month and provides unlimited calling to landline phones from the United States to more than 70 foreign countries. In addition, the Stateside International feature offers discounted rates to mobile numbers as well as landline numbers in more than 200 countries.
At that time, Mr. [redacted] changed to the Simple Choice North America rate plan which allowed him to have calling to Mexico or Canada along with roaming in Mexico and Canada at no additional charge. However, Mr. [redacted] did not add the Stateside International with Mobile feature, available at a cost of $15.00 per month and provides all the benefits of the Stateside International feature plus provides unlimited mobile number calling in an additional 30 countries. With both of these features, calls made using a Wi-Fi connection are charged the same discounted rates depending on the feature the customer is subscribed to.
Please note that T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plans the largest global data coverage area included at no extra charge. This global freedom was automatically added to qualifying Simple Choice plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries). Please note there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan.
In an effort to amicably resolve this matter, T-Mobile applied a bill credit on June 6, 2017, for $100.00 as a one-time courtesy which Mr. [redacted] accepted as full resolution to this matter. In addition Mr. [redacted]’s rate plan has not been changed since October 13, 2015. If he would like to get discounted calling on his account he is welcome to add the $15.00 Stateside International feature. Mr. [redacted]’s account remains active with a balance of $186.43.
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

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. Although there are some terms in the response that I do not fully understand or agree with, the T Mobile representative was very accommodating and this issue was resolved satisfactorily.Sincerely, [redacted]

October 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 September 29, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his refund and appreciates the opportunity to address his concerns.  T-Mobile records reflect that Mr. [redacted] activated his account on June 21, 2017, with the mobile numbers ending in 5191 and 8396.  T-Mobile records indicate that on June 21, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG G6 devices for a total cost of $1,000.00.  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 monthly installments.  If the account is canceled, any remaining Equipment Installment Plan charges will be accelerated and become due in full with the final billing statement.  Our records indicate that Mr. [redacted] made the final EIP balance payments on August 21, 2017 absolving him of any remaining EIP payments.    T-Mobile regrets any coverage issues Mr. [redacted] had experienced.  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 is important to note that we have no record of Mr. [redacted] contacting us with concerns regarding his coverage prior to August 25, 2017, which was the date that he cancelled his account.  It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets.  Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments.   T-Mobile records confirm that Mr. [redacted] canceled his account on August 25, 2017, when he ported his mobile numbers to another service provider.  Mr. [redacted]’s billing cycle ran from the 23rd of one month to the 22nd of the following month and due on the 15th.  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, Mr. [redacted] was billed through September 23, 2017.  Please note that Mr. [redacted]’s account was enrolled in AutoPay on June 21, 2017.  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 Mr. [redacted] authorized AutoPay, T-Mobile was authorized to automatically deduct payments from the credit card/bank account provided. Subsequently, Mr. [redacted]’s credit card was automatically charged in the amount of $100.00 on September 13, 2017.    As Mr. [redacted] mentioned in his correspondence to your office on September 29, 2017, he indicated that he contacted T-Mobile to request a refund back to his credit card on September 14, 2017.  T-Mobile was able to locate record of this request, but it is important to note that the request was declined on September 15, 2017, because it is outside of compliance for T-Mobile's refund policy. To allow for any returned payments or Late Billables to be charged, the account must be canceled at least 30 days to be eligible for a refund.  Unfortunately, due to an inadvertent administrative error, this information was not brought to Mr. [redacted]’s attention.    Nevertheless, in an effort to resolve Mr. [redacted]’s concerns, on October 2, 2017, upon speaking with Mr. [redacted], T-Mobile approved a refund of $100.00 in the form of a prepaid MasterCard that normally has a processing timeframe of seven to ten business days, but due to processing delays there is a potential processing delay of five days.    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 Mr. [redacted]’s recent contact with our Customer Care team. 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.   Andrew S[redacted] Executive Response

May 2, 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 April 26, 2017, regarding the above-referenced account. Please note, due to an inadvertent error, Mr. [redacted]’s account was created with his last name spelled “[redacted]”, however the correct spelling is [redacted].
T-Mobile regrets any inconvenience to Mr. [redacted] in his efforts to cancel his pre-order for his Samsung Galaxy S 8. On April 8, 2017, Mr. [redacted] activated a new T-Mobile account and elected to purchase a new Samsung Galaxy S 8 on our Equipment Installment Plan (“EIP”). As the equipment had not been release at the time of Mr. [redacted]’s purchase, he was put on a pre-order list for the equipment as soon as it became available.
We regret if Mr. [redacted]’s original request to cancel his order for his Samsung Galaxy S 8 and as well as his T-Mobile account were not processed. Nevertheless, Mr. [redacted]’s Samsung Galaxy S 8 was returned to our National Return Center on April 24, 2017. As such, on May 1, 2017, T-Mobile has requested that a refund of $123.59 be sent to Mr. [redacted]’s credit card utilized at the time of activation which represents his down-payment for the Samsung Galaxy S 8, the SIM start kit and the applicable taxes. Furthermore, T-Mobile has closed the EIP for the Samsung Galaxy S 8 and has ensure the account remains closed with a zero balance. 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.
Martin G[redacted]
Executive Response

October 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 September 30, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] may have experienced with her recent phone order and we are pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction. T-Mobile records indicate that on September 21, 2016, Ms. [redacted] activated a new line of service and purchased a Certified Pre-Owned Galaxy S 6 Edge - Gold - 64GB handset with our Equipment Installment Plan (“EIP”) offering. 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 monthly installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $234.00 and agree to a series of 24 monthly installments in the amount of $8.17. Thereafter T-Mobile placed an authorization hold for the amount $285.50 which consisted of the down payment, SIM starter kit charge and applicable taxes. Ms. [redacted] elected to subscribe to our T-Mobile One rate plan for $75.00 a month for the first line of service. At the time of activation Ms. [redacted] elected to enable the Auto Pay feature to her account. Please be advised that customer who elect to enable the Auto Pay feature with our T-Mobile One offering, receive an additional $5.00 discount to their monthly billing statement. With the monthly access charges, and EIP, Ms. [redacted]’ monthly billing statement totaled $78.17 prior to additional usage charges, fees, taxes and surcharges. Ms. [redacted]’ account is billed with our ‘bill current’ billing system, which means that she was billed for services in advance. Ms. [redacted] billing period started on the 24th of each month and runs through the 23th of the following month; payment is due on the 16th of each month. Please be advised at the time Ms. [redacted] accepted her EIP agreement the Certified Pre-Owned Galaxy S 6 edge - Gold - 64GB handset was no longer available. As such the handset was not shipped as the handset was on back order. On September 24, 2016, Ms. [redacted] was sent a billing statement in the amount of $84.58 which consisted of her monthly service charges from September 24, 2016, through October 23, 2016, monthly EIP, fees, taxes and surcharges. This payment was due on October 16, 2016. On September 28, 2016, T-Mobile spoke to Ms. [redacted] and advised her that the device would ship a soon as it became available and advised her that the order would not be able to be canceled due to system limitations. T-Mobile issued a one-time credit in the amount $84.58 to bring Ms. [redacted]’ account to a zero balance. On October 3, 2016, T-Mobile spoke to Ms. [redacted] and advised her of the above. T-Mobile offered to send Ms. [redacted] an alternate device that was more readily available. Ms. [redacted] elected a brand new Samsung Galaxy S7 Edge 32 GB handset. As a gesture of goodwill, T-Mobile offered to reduce the cost of the handset from $789.99 to $520.00. Ms. [redacted] accepted and elected to take advantage of our EIP offering. Ms. [redacted] was not asked to make a down payment however she agreed to a series of 24 monthly installments in the amount of $21.67. Ms. [redacted] was advised she must accept the EIP agreement that is sent via email within 72 hours or her order will be automatically canceled. Additionally Ms. [redacted] was advised once her order for the Certified Pre-Owned Galaxy S 6 Edge - Gold - 64GB is process and shipped, T-Mobile will have the handset returned to the warehouse so Ms. [redacted] may be issued a full refund to her credit card in the mount of $285.50. Ms. [redacted] accepted this as a resolution and had no additional concerns. 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. Robert R[redacted] Executive Response

May 9, 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 April 29, 2017, regarding the above-referenced account.
T-Mobile’s goal is to provide exceptional service for all of our customers at all times and through all channels. We are sorry to hear of Mr. [redacted]’s concerns regarding the refund of the Alcatel One Touch Pop 7 LTE tablet and the current services on her T-Mobile account.
Our records confirm that on February 23, 2017, Mr. [redacted] purchased the Alcatel One Touch Pop 7 LTE tablet under the mobile number ending in [redacted] with our Equipment Installment Plan (“EIP”). At this time, a payment of $14.12 for the taxes of the purchase was remitted and a series of 24 monthly installments of $6.00 per month were accepted. Our records further confirm that on March 27, 2017, Mr. [redacted] cancelled the mobile numbers ending in [redacted] and [redacted], leaving the account active with the remaining mobile number ending in [redacted].
T-Mobile has reviewed the return of the Alcatel One Touch Pop 7 LTE tablet and we could not confirm the return of the tablet. Nonetheless, on March 30, 2017, we blocked the IMEI number of the Alcatel One Touch Pop 7 LTE tablet and closed and credited its remaining EIP balance.
In an effort to amicably resolve this matter, on May 5, 2017, T-Mobile further reviewed Mr. [redacted]’s account and confirmed that all EIP monthly installments associated to the Alcatel One Touch Pop 7 LTE tablet were adjusted. Additionally, on May 5, 2017, an adjustment of $29.63 as requested by Mr. [redacted], was issued to the account, leaving the account with a remaining balance of $33.37 due by May 20, 2017.
Please be advised that Mr. [redacted]’s account is currently subscribed to the T-Mobile ONE rate plan for $75.00 per month with the mobile number ending in [redacted]. Also, the account has the ONE Plus feature for $5.00 per month which provides Mr. [redacted] unlimited 4G LTE device data, 10GB 4G LTE Smartphone Mobile Hospot, Unlimited HD video streaming, Gogo in-flight unlimited, Name ID, Voicemail to Text, 2X faster speeds under our Simple Global data roaming. As well, the account is enrolled into AutoPay and receives an AutoPay discount of $5.00 per month. Based on the above, Mr. [redacted]’s estimated monthly recurring charge is approximately $75.00 per month. We regret any inconvenience to Mr. [redacted] and appreciate his 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.
Aika A[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:As with the military, my employer (the US Department of Justice) provided me with move orders to Mexico while on TDY.  I presented these orders to the T Mobile rep in Washington DC when I opted for the current plan and was assured that the international plan was suitable for my needs.  As this is now not the case, I request that T Mobile covers costs for any new contract sign on with other cell phone providers that I select.  I agree with my phone being unlocked as well as T Mobile paying for my last month's bill.  I do not agree with T Mobile declining to pay for the year I was a customer with them.  However, I will agree to T Mobile paying for any new contract costs as well as my last month's bill and unlocked phones.
Sincerely,
[redacted]

May 16, 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 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’s concern to his satisfaction.
T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Mr. [redacted] may have encountered. T-Mobile appreciates the feedback Mr. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences.
T-Mobile has reviewed our previous response to this file number on April 10, 2017 and we have confirmed that the promised refund amount was $295.18. Additionally T-Mobile has confirmed that the refund card that was sent had a balance of $120.09. T-Mobile truly regrets this clerical error and we appreciate Mr. [redacted]’s patience and time spent working to reach a resolution. On May 12, 2017, T-Mobile issued a second prepaid debit card with a balance of $174.91 which Mr. [redacted] will receive in seven to ten business days from that date. Mr. [redacted] has also been provided with the number below along with the email [redacted]@T-Mobile.com should have need any additional assistance with his T-Mobile account.
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.
Liana G[redacted]
Executive Response

April 18, 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 April 13, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. T-Mobile records confirm that, on November 30, 2016, Mr. [redacted] activated his T-Mobile account at which time he purchased an HTC Desire handset, an LG Stylo 2 Plus handset, and an Apple iPhone 6S handset though our Equipment Installment Plan ("EIP") program. Since that time, T-Mobile has confirmed that we received Mr. [redacted]’s equipment return for the above-referenced devices.
Therefore, in an effort to amicably resolve the matter, T-Mobile has credited Mr. [redacted]’s outstanding account balance to zero. In addition, 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 relating to this account. Please note that it may take up to 90 days for the credit report to be updated. Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]’s.
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

September 5, 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 August 23, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his services. We appreciate the opportunity to respond to this matter.  In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset after recent network changes.  As Mr. [redacted] can imagine, 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.    Upon further review of Mr. [redacted]’s coverage area, on August 15, 2017 T-Mobile upgraded the service in his area from UTMS 1900MHz to LTE 1900MHz.  This change was in an effort to enhance the overall functionality of our network and was geared to provide customers with a superior network experience.  As noted above, there are several factors that can affect coverage and T-Mobile has determined that the handset that Mr. [redacted] was using prior to our network modernization is not compatible with 1900MHz LTE service.    T-Mobile records show that on August 24, 2017, T-Mobile sent Mr. [redacted] two iPhone 7’s as replacements for his prior model iPhones.  On August 31, 2017, Mr. [redacted] confirmed that his handset issue was resolved. However, as an additional courtesy, on August 31, 2017, T-Mobile offered one month of service free which Mr. [redacted] accepted. This credit will be applied once his September 2017 bill is produced and can be adjusted in full.    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 L[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:They have not made several attempts as Mr Juan C[redacted] has claimed. I only got the initial email correspondence from them this past Saturday.  I was able to call him yesterday.  I left a voice message and replied to his email with a contact number.  (see attachment) If I am a T-Mobile customer, then they should have a number to reach me at.I would like to speak to T-Mobile preferrably a different representative who is honest and doesn't close it without opportunity to discuss.  T-Mobile have had lawsuits against false charges and has lost them.  I had charges reversed.  Their statements are hard to read or not all charges are clearly displayed or itemized so the customer can understand.
Sincerely,
[redacted]

Complaint: [redacted]
I been trying ot call back the lady who called me about my complaint I made for the over charged of the phone. I left 4 messages and I have not heard back from her. you said your closing my complaint but you never spoke to me and try to resolve my issue. I been with TMobile for a lenth of time and I can say I'm very dispointed with you guys. Also when I called C/S the lady told me not to worry about the phone she will adjust it and i'm still getting billed for it. Please give me a call, I work from 8-5 Monday - Friday. EST. 
Sincerely,
[redacted]

I accept the response offered by T-Mobile and thank them for their prompt attention to this matter.  
I have attempted to contact T-Mobile's representative during normal business hours but have been unable to make contact beyond voice mail.  
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]

July 27, 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 July 22, 2016, 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 any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on November 13, 2015, with two lines of voice service ending in [redacted] and [redacted]. A deposit of $80.00 was remitted at that time. On January 30, 2016, Mr. [redacted] activated a mobile internet line of service, ending in [redacted]. A deposit of $20.00 was remitted at that time. Mr. [redacted]’s mobile internet line of service was subscribed to our Simple Choice Mobile Internet 2GB rate plan at $20.00 monthly. However, as the mobile internet line of service was activated on the same account as Mr. [redacted]’s voice lines, he received a $10.00 monthly discount on his mobile internet line of service. It is important to note that this discount requires both the voice lines and mobile internet lines to be active to be received. On February 16, 2016, T-Mobile records confirm that Mr. [redacted] contacted Customer Care regarding his mobile internet line of service. At that time, Mr. [redacted] agreed to change the rate plan to our Mobile Internet On Demand rate plan at $10.00 monthly. Mr. [redacted]’s monthly discount of $10.00 reduced the monthly charges for the mobile internet line to zero. However, our records confirm that Mr. [redacted] cancelled his voice lines of service ending in [redacted] and [redacted] on March 29, 2016, when he ported them to another provider. As the mobile internet line was not ported out, it remained active. Additionally, as the voice lines were no longer active, Mr. [redacted] no longer received the $10.00 monthly discount on the mobile internet line of service. Mr. [redacted]’s May 15, 2016 billing statement reflected a balance owed in the amount of $123.63. When his voice lines were cancelled, his deposit of $80.00 that was remitted at the time of activation was released to the account, reducing the balance owed to $43.63. Mr. [redacted]’s April 15, 2016 billing statement reflected a credit balance of $23.96, which reduced the balance owed to $19.67. As the mobile internet line remained active, Mr. [redacted] continued to be billed for monthly access fees and applicable taxes. The May 15, 2016 statement was in the amount of $41.33 for monthly access fees, a $20.00 restore from suspension fee, and applicable taxes, bringing the balance owed to $79.84. Mr. [redacted]’s June 15, 2016 statement was in the amount of $19.27, which brought the balance owed to $99.11. As the account continued to reflect a past due balance, on July 15, 2016, T-Mobile suspended the account. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offers to cancel the mobile internet line of service ending in [redacted]. Upon completion of the cancellation, a credit will be issued to the account for the current balance, closing the account with a zero balance. Additionally, T-Mobile will issue a refund to Mr. [redacted] in the amount of $20.00, for the deposit remitted at the time of the activation of the mobile internet line of service. T-Mobile requests that Mr. [redacted] contact me directly at the number below to complete the cancellation of the service and to confirm his mailing address to receive the refund. T-Mobile requests that Mr. [redacted] contact me no later than August 14, 2016, to accept this offer as resolution to his concerns. T-Mobile regrets any inconvenience 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

August 12, 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 4, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with regards to his monthly billing statement. Additionally, we are sorry if when calling Customer Care Mr. [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers with each and every contact. Our records indicate that on June 24, 2016, Mr. [redacted] activated four phone lines of service and a Mobile Internet line for $150.00 per month plus taxes. Please note that at the time of activation, Mr. [redacted] also took advantage of our equipment installment plan (“EIP”) option for two Samsung S7 Edge handsets, a T-Mobile Obsidian, an LG G-Pad and accessories. As such, Mr. [redacted]’s estimated monthly EIP was $78.86, and his monthly recurring charges were estimated to be $228.86 plus taxes and applicable fees. On August 10, 2016, in order to amicably resolve this matter, T-Mobile agreed to do the following: • close out the remaining EIP amount of $690.00 for Mr. [redacted]’s Samsung Galaxy S7 EIP on the phone line ending in [redacted]; • cancel the phone line ending in [redacted] and close out the EIP in the amount of $219.99 for the LG G-Pad; • change the monthly rate plan to $100.00 per month; and • reduce the current bill with the due date of August 17, 2016, to $190.00 by applying a credit in the amount of $84.13. Mr. [redacted] was satisfied with the above offers as a resolution to his concerns. Please be advised that Mr. [redacted]’s newly revised monthly recurring charges are estimated to be $162.86 plus taxes and applicable fees and will start on August 25, 2016. 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. Cesar R[redacted] Executive Response

February 2, 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 25, 2017, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with our iPhone 7 Trade Up promotion. T-Mobile records indicate that on September 16, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus with 128GB of memory and a iPhone 7 with 32GB of memory. At the time of Ms. [redacted] purchases, she was not required to make a down a payment for her iPhone 7 with 32GB of memory and was required to pay a down payment of $149.99 for her iPhone 7 Plus with 128GB of memory. Ms. [redacted] then agreed to 24 monthly installment payments of $27.09 for her iPhone 7 with 32GB of memory and $30.00 for her iPhone 7 Plus 128GB. Regretfully, Ms. [redacted] received a non-working iPhone 7 Plus with 128GB of memory and had to reorder a new handset on November 18, 2016. Our records further indicate that Ms. [redacted] participated in our 2016 September iPhone 7 Trade Up promotion. From September 9, 2016, through September 15, 2016, customers who traded in their fully paid off iPhone could get a new iPhone 7 with 32GB of memory for free via bill credits when purchased on an EIP. For customers who wanted a larger memory size than the 32GB iPhone 7 or iPhone 7 Plus, the cost of the new iPhone would increase by an additional $100.00 for the 128GB and $200.00 for the 256GB. Customers received a trade in credit that was applied to their account balance and then and a credit for their monthly EIP bill over 24 months. T-Mobile records confirm that on November 27, 2016, T-Mobile offered Ms. [redacted] $145.00 trade-in credit for her [redacted] iPhone 6 with 16GB of memory. On October 18, 2016, T-Mobile applied a trade-in credit of $145.00 to Ms. [redacted] account. Regretfully, the trade-in was not recorded on the original order which prevented Mr. [redacted] from receiving the monthly promotional credits. Also, we were unable to locate Ms. [redacted] second iPhone 6 Plus trade-in but she has provided T-Mobile with a tracking number. In an effort to amicably resolve this matter, on January 24, 2017, T-Mobile applied a courtesy credit of $397.90 to Ms. [redacted] account for her iPhone 7 with 32GB trade-in promotion. On January 30, 2017, T-Mobile applied a courtesy credit of $649.99 to Ms. [redacted] iPhone 7 Plus 128GB trade-in promotion. As of January 25, 2017, Ms. [redacted] canceled her account and has a credit balance of $1,047.89, which will go towards her final account balance and remaining final EIP balances on her handsets. Ms. [redacted] billing statement will be viewable by February 7, 2017. T-Mobile regrets any inconvenience to Ms. [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. [redacted] Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

December 22, 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 December 9, 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. We are pleased to advise that all concerns have been resolved to Ms. [redacted]’s satisfaction.
T-Mobile regrets Ms. [redacted]’s concerns regarding her handset. Our records confirm on December 8, 2017, T-Mobile placed an order [redacted] for the LG Aristo handset. It is important to note that the phone charges for the total amount of $209.13 were billed to the account. In an effort amicably resolve Ms. [redacted]’s concerns on December 10, 2017, our Customer Care team adjusted the billed charges in the amount of $209.13.
Please be advised this credit will post to the bill dated January 10, 2018. Additionally, our records confirm the LG Aristo handset was delivered via UPS tracking number [redacted] on December 11, 2017. Upon speaking with Ms. [redacted] on December 19, 2017, T-Mobile has confirmed she has received the LG Aristo handset.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent call to Customer Care. T-Mobile regrets any inconvenience caused 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.
[redacted] Executive Response