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]

July 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 July 8, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns within this response.
T-Mobile regrets any ongoing billing concerns Ms. [redacted] has and we appreciate the opportunity to provide the necessary details. T-Mobile records confirm Ms. [redacted]’s monthly rate plan and feature charges were a total of $92.00 per month plus applicable taxes, fees, and equipment charges. On December 11, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 Edge 32GB Gold handset on a JUMP! On Demand lease agreement at the total purchase price of $789.99 plus applicable taxes and fees. Ms. [redacted] was not required to remit a capital cost reduction payment; however, she agreed to a series of 18-monthly lease payments in the amount of $33.00. After which, Ms. [redacted] would have the option to return the handset or purchase it for the purchase option price. Please be advised that if the account is cancelled the remaining lease payment balance is due immediately.
Additionally, from November 18, 2016, to February 28, 2017, and for a limited time, eligible customers who activate a new Mobile Internet line or have an existing Mobile Internet line with a 2 GB or higher rate plan can get a free T-Mobile SyncUP Drive when purchasing it on an EIP during the 2016 SyncUP Drive On Us promotion. On December 13, 2016, T-Mobile records indicate Ms. [redacted] purchased a ZTE Syncup Drive Black Kit on an Equipment Installment Plan ("EIP") a purchase price of $149.99 plus applicable taxes and fees. At the time of signing, Ms. [redacted] was not required to remit a down payment; however, she agreed to a series of 24-monthly installment payments in the amount of $6.25. During the 24-month period customer would receive a monthly credit for the EIP. Pursuant to T-Mobile policy, should the customer not maintain an active account and meet the rate plan eligibility requirement throughout the EIP agreement, the remaining balance is due immediately. Regrettably, due to Ms. [redacted]’s account being cancelled it accelerated the EIP balance. Please be advised T-Mobile records do not indicate Ms. [redacted] would be credited for the Syncup Drive on any other terms other than the promotional offer.
Please note that Ms. [redacted]’s account was billed in “arrears”, and as such, the balance due was for services used the previous month. Please be advised that Ms. [redacted]’s billing cycle ran from the 27th of one month to the 26th of the following month and was due on the 19th of the following month. Please be advised that the account had a past due balance each month for over a year.
Beginning with the February 2017 billing statement the total balance due was $454.48. This balance consisted of a past due balance of $291.41 and new charges in the amount of $163.07. The new charges consisted of monthly access charges, EIP charges, and applicable taxes and fees for services from January 27, 2017, through February 26, 2017, which was due in full by March 19, 2017. Ms. [redacted] remitted a payment on March 17, 2017, in the amount of $138.17 and T-Mobile applied an account credit totaling $48.24 during this billing cycle.
Ms. [redacted]’s billing statement dated March 27, 2017, reflected a total balance due in the amount of $373.45. Please note that $268.07 was considered past due. Ms. [redacted] was assessed $105.38 in monthly access charges, EIP charges, applicable taxes, and fees for services from February 27, 2017, through March 26, 2017, which was due in full by April 19, 2017. T-Mobile applied an account credit in the amount of $2.80 during this billing cycle.
Regrettably, on April 15, 2017, Ms. [redacted]’s account was cancelled due to non-payment.
Ms. [redacted]’s billing statement dated April 27, 2017, reflected a total balance due in the amount of $1,274.78. Please note that $370.65 was considered past due. Ms. [redacted] was assessed $904.13 for an accelerated EIP, a JOD purchase option price, remaining JOD lease installment balance, applicable taxes, and fees and was due in full on May 19, 2017. T-Mobile records indicate the Samsung Galaxy S7 Edge 32GB Gold handset was returned and an account credit in the amount of $213.14 was applied to the account on May 6, 2017.
As Ms. [redacted]’s account remained in a delinquent status and T-Mobile’s internal collection efforts were unsuccessful, on May 24, 2017, Ms. [redacted]’s account was referred to a third party collection agency. Ms. [redacted]’s account currently resides with Receivables Performance Management; and she may contact them directly at 866-212-7408 in order to make arrangements for payments. Ms. [redacted]’s account reflects a balance due in the amount of $1,061.64. It is T-Mobile’s position that the balance is valid and owed.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile is offering to apply a one-time courtesy credit in the amount of $150.00. Should Ms. [redacted] wish to accept this offer she may contact me at the number listed below no later than July 28, 2017.
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. 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

June 3, 2016 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 May 23, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Mr. [redacted]’ concerns to his satisfaction. T-Mobile understands our customers may, at times, need additional time to pay an account balance in full, and thus we provide our customers with various payment arrangement options. T-Mobile regrets to learn that Mr. [redacted] may have experienced an inconvenience in regards to payment arrangements on his T-Mobile account. T-Mobile records indicate that, on February 3, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab S and a Nokia Lumia 530. 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. Based on Mr. [redacted]’ personal credit history at the time of his purchase, he was not required to make a down payment; however, he agreed to pay $49.93, which is for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $31.54. T-Mobile records confirm that, on December 14, 2015, Mr. [redacted] ported his mobile number to a new provider and consequently canceled his T-Mobile account. 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. When the account was canceled, the remaining EIP balance of $400.66 was accelerated and posted to the final billing statement dated January 8, 2016. The total balance owed on Mr. [redacted]’ final billing statement was $541.46 which included a previously unpaid balance of $78.56 and current charges totaling $462.90 which included the EIP balance, normal monthly recurring service charges, and applicable taxes, fees, and surcharges. Mr. [redacted] spoke with T-Mobile’s Financial Care team on February 17, 2016 and was offered a payment arrangement that consisted of the following installments: • $100.00 due on February 27, 2016 • $100.00 due on March 29, 2016 • $100.00 due on April 29, 2016 • $181.46 due on May 30, 2016 Mr. [redacted] was sent a letter in the mail that confirmed this agreement along with the amounts of the installments and the dates each were due. While T-Mobile records do confirm regular payments were made, regretfully these payments did not post to Mr. [redacted] account on the agreed upon dates. The first installment of $100.00 posted to Mr. [redacted]’ account on March 1, 2016; as this was beyond the agreed upon date of February 27, 2016, the payment arrangement was considered not met and normal collection activity resumed. Two additional $100.00 payments posted to Mr. [redacted]’ account on April 1, 2016 and May 9, 2016, bringing the account balance to $181.46. As normal collection activity had previously resumed, on May 13, 2016, Mr. [redacted]’ account was transferred to an outside collection agency. T-Mobile has confirmed that, on May 31, 2016, a payment of $181.46 was transferred to T-Mobile from the outside collection agency, and as of the date of this letter, Mr. [redacted]’ account reflects a zero balance. 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

Complaint: [redacted]I am rejecting this response because:I have received only one correspondence post my complaint, thank-you for reducing my bill amount but I still can not log in to my account even after many months of Having trouble ticket. Please do not close complaint unless the issue is resolved.Sincerely,[redacted]

July 13, 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 9, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile records confirm that Mr. [redacted] activated his account on November 6, 2016, with two mobile numbers. At the time of activation Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 6 16GB handsets in silver. 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. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $132.00 and agree to a series of 24 monthly installments in the amount of $24.33 for each handset. It is important to note that customers have the option to pay off their EIP balance at any time by making incremental additional payments or a single payment for the total balance. T-Mobile records confirm that on February 5, 2016, Mr. [redacted] remitted two payments totaling $265.74 which resulted in a zero remaining balance for the two Apple iPhone 6 16GB handsets. It is important to note that all mobile devices are initially locked to the T-Mobile network. However, Mobile Device Unlock codes are available to customers who meet our eligibility requirements upon request. After reviewing Mr. [redacted]’s account, T-Mobile records confirm that on July 7, 2016, he requested for a Mobile Device Unlock code for the two Apple iPhone 6 16GB handsets that were used on mobile numbers ending in [redacted] and [redacted]. Regrettably, due to an inadvertent error on July 9, 2016, Mr. [redacted]’s request for the device unlock codes were declined. T-Mobile records confirm that Mr. [redacted] contacted T-Mobile Customer Care on July 9, 2016, and the request was resubmitted. On July 10, 2016, Mr. [redacted] received the aforementioned device unlock codes for the two Apple iPhone 6 16GB handsets via his e-mail address that was provided at the time of submission. Please note that on July 13, 2016, Mr. [redacted] confirmed that he was able to unlock the two Apple iPhone 6 16GB handsets. 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. Shannon R[redacted] Executive Response

March 10, 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 2, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards to his account. T-Mobile ran the 2016 Friends and Family 2 lines On Us promotion from November 18, 2016, through November 22, 2016. Eligible customers who’d activate two voice lines on the T-Mobile ONE rate plan or on a qualifying Simple Choice rate plan would get up to two additional lines for free after monthly bill credits.
On November 20, 2016, Mr. [redacted] activated four lines of service on the T-Mobile ONE rate plan. However, due to an inadvertent system error the additional lines were not receiving the bill credits. Please be advised that on March 7, 2017, Mr. [redacted]’s account received a credit of $144.08 for the additional lines.
Furthermore, in an effort to amicably resolve this matter, on March 9, 2017, we have added the promotion to Mr. [redacted]’s account. Mr. [redacted] should allow from one to two billing cycles for the credits to apply automatically. Therefore, T-Mobile agreed to apply an additional credit of $162.88 to compensate Mr. [redacted] for charges he had already paid for the additional lines and for his troubles.
Please be advised that as of the date of this letter Mr. [redacted]’s account is reflecting a credit balance of $-67.21. 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.
Mercedes V[redacted] Executive Response

October 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 October 12, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced. Our records indicate that Ms. [redacted] submitted a payment of $160.33 on October 3, 2016, which was returned. As per the T-Mobile Terms and Conditions of service (“T&C’s”), We may charge a late fee of the greater of 1.5% per month (18% annually) or $5 per month and a returned payment fee up to $35, subject to the maximum allowed by law. T-Mobile T&C’s are available to customers at T-mobile.com/terms. As a courtesy to Ms. [redacted], on October 11, 2016 T-Mobile offered a credit of $15.00 to her account for her inconvenience. Ms. [redacted] accepted this offer. Further, T-Mobile offered an additional credit of $15.00 on October 13, 2016. Ms. [redacted] accepted this offer as well. As of the date of this correspondence, Ms. [redacted]’s account reflects a balance of $160.14. We regret 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. Ronnie A[redacted] Executive Response

December 16, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 8, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his recent handset purchase. Our records confirm that Mr. [redacted] activated his prepaid service on August 15, 2015, at which time he purchased an LG Leon handset. At the time of Mr. [redacted]’s purchase, T-Mobile had an ongoing promotion that upon the purchase of a qualified handset and payment for two months of service on a qualified plan, customers could access http://www.promotions.T-Mobile.com and enter in the corresponding promotional code, and receive a T-Mobile prepaid MasterCard in the amount of $80.00, within eight weeks. Our records confirm that Mr. [redacted] submitted the required information to the T-Mobile promotions website on September 12, 2015; however, due to an inadvertent error, the rebate was not processed and issued to Mr. [redacted]. In an effort to amicably resolve Mr. [redacted]’s concerns, on December 7, 2015, T-Mobile processed a rebate in the amount of $80.00 to be sent to Mr. [redacted] on a prepaid refund card. This rebate has been sent to Mr. [redacted] via U.S. Mail, and he can expect to receive it within seven to ten business days. Additionally, on December 14, 2015, T-Mobile issued a credit in the amount of $40.00 to Mr. [redacted]’s account for one billing period of his service charges. Mr. [redacted]’s account remains active with a credit balance of $40.00. 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

April 17, 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 5, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Mr. [redacted]’s concerns to his satisfaction.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated with the Friends and Family 2 Lines On Us promotion. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] was required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan.  The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.    Regrettably, Mr. [redacted] did not add any new lines of service to qualify for the promotion, however on November 22, 2017, he change his rate plan consisting of his four mobile numbers ending [redacted], [redacted], [redacted], and [redacted] to take advantage of our T-Mobile ONE rate plan. Although, he was not eligible for the Friends and Family 2 Lines On Us promotion, Mr. [redacted] did qualify for the T-Mobile ONE 4th Line Free promotion, receiving a promotional bill credit for the add a line charge for his number ending [redacted]. Please note that customers are still responsible for the taxes and surcharges on the free line of service.   Although, it is T-Mobile’s position that Mr. [redacted] was enrolled in the correct promotion receiving one line of service for free, as a courtesy, T-Mobile offered to issue a credit of $500.00 consisting of the monthly add a line fee for 25 months giving Mr. [redacted] a second line of service for free for 25 months in the form of a lump sum credit. Please note that on April 14, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter address to his 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

May 10, 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 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that they have designated [redacted] as an authorized user of the account.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his participation in a T-Mobile promotional offer. Please be advised that there are several eligibility requirements which must be met in order to qualify for a T-Mobile promotional offer. On December 24, 2016, Mr. [redacted] activated the account at which time he purchased an iPhone 7 Plus handset through our Equipment Installment Plan ("EIP") program wherein he was required to remit a down payment in the amount of $19.99, to pay the taxes on the full retail price, and agreed to 24-monthly installments in the amount of $31.25.
Please note that T-Mobile’s Magenta Port In offer cannot be combined with the Carrier Freedom offer.
Based on T-Mobile’s review of Mr. [redacted]’s account records we confirmed that the device trade-in credit in the amount of $331.81 which was provided to Mr. [redacted] at the time of his above-referenced device purchase was a higher amount than the qualifying cancellation expenses reflected in his final billing statement from his previous service provider. As such, Mr. [redacted] is ineligible to receive further compensation through the Carrier Freedom offer.
Nevertheless, in an effort to amicably resolve the matter T-Mobile has offered two options of which Mr. [redacted] may choose one. First, T-Mobile has offered to apply a one-time credit in the amount of $200.00 toward the account which is equivalent to the value of the 2016 Magenta Port In offer.
As an alternative option, T-Mobile is offering a 30-day period in which Mr. [redacted] may return his iPhone 7 Plus to my attention at the following address:
Attn: [redacted]
[redacted]
[redacted]
[redacted]
Upon receipt of Mr. [redacted]’s equipment, in an acceptable condition, T-Mobile agrees to close the remaining balance of the iPhone 7 Plus handset and submit a prepaid debit card in the amount of $113.74 for the previously paid installments. T-Mobile recommends that Mr. [redacted] request a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us. We ask that Mr. [redacted] please include the handset, charger, and his account information within the box to ensure that he receives the proper credit upon receipt of the handset. We also ask that Mr. [redacted] disable the “Find my iPhone” application as T-Mobile cannot disable this application and the device will be returned to him if the application is enabled. Please be advised that if our final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Mr. [redacted] and the balance will then be considered valid and owed. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than 30 days from the date of this letter. Both offers will expire within 30-days from the date of this correspondence. 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.
Brandon M[redacted]
Executive Response

August 14, 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 August 7, 2015, regarding the above-referenced account. T-Mobile regrets any difficulty that Mr. [redacted] has experienced with his Samsung device. T-Mobile provides a 14-day return period during which our customers can test newly purchased equipment to determine whether it meets their needs. If the equipment does not meet the customer’s needs, it can returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable Equipment Installment Plain (“EIP”) entered into at the time of the original purchase. Although Mr. [redacted] is outside the return period for his purchase, in an effort to amicably resolve this matter , T-Mobile agrees to accept the return of his Samsung Galaxy S6 device in exchange for providing a $679.92 refund via Citibank prepaid refund debit card. Mr. [redacted] may return the handset to my attention within 30 days of this letter at: Executive Reponse Attention: Pancho QP.O. Box [redacted] Albuquerque, NM 87176 Mr. [redacted] has EIP available for an equipment upgrade subsequent to the proposed refund offer. 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. Pancho QExecutive Response

July 26, 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 19, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her rate plan and expected monthly service cost. T-Mobile records confirm that on June 26, 2017, Ms. [redacted] started service and the account was enrolled with our T-Mobile ONE rate plan which includes unlimited talk, text and data and starts at $130.00 for two lines.
From May 25, 2017, through June 27, 2017, T-Mobile offered new and existing customers like Ms. [redacted] to add up two additional lines of service for the price of one. For customers like Ms. [redacted] this makes the expected rate plan cost with AutoPay $120.00 for the first two lines of service with the third and fourth line receiving bill credits for half off. AutoPay is an optional payment method which deducts funds form the customer’s chosen payment method two days prior the bill due date and applied those funds and payment towards the current charges due.
An estimated price breakdown for a four line account receiving this promotion would look as follows; $120.00 for lines one and two, $10.00 for the third line and $10.00 for the fourth line. When using AutoPay, the expected rate plan cost would be $140.00 for four lines or $35.00 per line. T-Mobile records confirm that Ms. [redacted]’s most recent billing statement did include the promotional bill credits for the third and fourth lines of service. As her bill statement was pro-rated and not for an entire month of service, her current charges due are $57.33 rather than the full $140.00 that Ms. [redacted] can expect moving forward.
T-Mobile contacted Ms. [redacted] in effort to amicably resolve this matter and disclosed the promotion requirements and advised her most recent bill did include the appropriate bill credits. Pursuant to the subsequent phone conversation Ms. [redacted] advised this matter has been resolved.
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.
Jamen F[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], **.

Hello I would like to cancel this complaint, I was contacted by Alberto V[redacted] from T-Mobile executive offices he has resolved all of my issues, I have no further complaints and or concerns. [redacted]

Complaint: [redacted]
I am rejecting this response because:When I saw the mistake in the phone number I waited for them to email me with a number to contact them. Once I received the email I contacted them and left a voicemail with my correct number. They then called the number that was not working again which I then wrote him an email and told him that I had left him a voicemail with my correct number. I did receive a voicemail from him because I was out helping my grandmother and when I got the voicemail I called the number he left me and it was to a tire company. As far as them not having any of my account information I do not believe that because I had them for over 2 years
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.
However i'm deeply disturbed by the response as it was not aligned with the information I was given multiple times over that span of 2 weeks by their representatives. They clearly told me I was ineligible. And this response simply leaves that fact out. And I wish they would admit their wrong doing and not base the error on a t T-Mobile promotions website issue.I want the Revdex.com to know of the hardship I had to go through and loss of time to resolve this matter so that T-Mobile doesn't do this to others. I will be closing this complaint but will be reopening it if the rebate is not received as my issues resolution is pending the recieval of this rebate.
 
Sincerely, [redacted]

June 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 June 13, 2017, regarding the above-referenced account. Please be advised that T-Mobile records reflect that [redacted] is the account holder of record, and that T-Mobile has ascertained that [redacted] is an also known as name. We are pleased to report that Mr. [redacted]’s concerns have been addressed and resolved to his satisfaction.
T-Mobile regrets any concern that Mr. [redacted] has experienced regarding our 2016 October LG Bundle promotional offer. We appreciate the opportunity to respond to this matter.
Please be advised that beginning October 5, 2016, running through October 20, 2016, T-Mobile offered the 2016 October LG Bundle promotion. This promotion provided eligible customers the opportunity to upgrade to an LG Smartphone and receive an LG Tablet for free after monthly Equipment Installment Plan (“EIP”) credits. As can be expected, there are several eligibility requirements that must be met in order for customers, like Mr. [redacted], to take advantage of this offer. Please note that one of these requirements is that both devices must be purchased using our EIP offering.

T-Mobile records indicate that on October 12, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an LG G Pad X tablet. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Please note that Mr. [redacted] was not required to remit a down payment for this purchase; however, he agreed to a series of 24 monthly installments in the amount of $10.00 added to his monthly billing statement.
T-Mobile records indicate that also on October 12, 2016, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand program (“JOD”) offering with the leasing option of an LG V10 handset. JOD is a leasing option that allows eligible customers to obtain handsets with a low initial out of pocket cost, known as a Capital Cost Reduction (“CCR”), and by agreeing to pay a partial balance of the device in 18 installments. Please note that Mr. [redacted] was not required to remit a CCR however he agreed to an 18 month lease.
As Mr. [redacted]’s LG V10 handset was ac1uired using our JOD offering, his tablet purchase was not paired with our 2016 October LG Bundle promotional 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 Mr. [redacted]’s contact with our retail location.
Although it is T-Mobile’s position that Mr. [redacted]’s purchase does not qualify for our 2016 October LG Bundle promotional offer, on June 17, 2017, Customer Care applied $80.00 in account credit to Mr. [redacted]’s account in an effort to reimburse him for the previously assessed monthly installments for his LG tablet. Additionally, on June 24, 2017, T-Mobile’s Executive Office absolved the remaining $159.99 EIP balance owed on Mr. [redacted]’s LG tablet. Please note that on June 26, 2017, T-Mobile contacted Mr. [redacted] and apprised him of these changes and in addition, Mr. [redacted] was provided a one-time $190.00 courtesy credit. Please be advised that Mr. [redacted] accepted this as a resolution to his concerns. Please note that Mr. [redacted]’s account remains active with a $190.00 credit balance which will be used to offset and reduce future monthly billing and his EIP for the aforementioned LG tablet will no longer have a financial impact to him.
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

Complaint: [redacted]
I am rejecting this response because:Date Sent: 7/6/2017 10:15:31 PMComplaint: [redacted]I am rejecting this response because: I have talked to T-mobile over twenty times on the telephone since January 1, 2017. T-Mobile has not paid me any money at all and that is the exact basis for my complaint against them with the Revdex.com. T-Mobile says I received a refund for $257 and T-MOBILE YOU ARE STILL A LIAR!!! Where's the money? This is the same run around I have experienced from T-Mobile and this is exactly why I cancelled their services after 15 years of patronage and will never do business with T-Mobile or AT& T ever again!!! Revdex.com I request that you keep this complaint active until T-Mobile reimburses [redacted], Inc. $382. Thank You Very Much and Have a GRRREAT DAY!!! [redacted]. [redacted] Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: staff from T-Mobile attempted to contact me via email regarding an explanation regarding the complaint.  Due to being the victim of identity theft, I hardly believe disclosing information such as a social security number through electronic mail is a secure, safe, or sound practice to exercise.  I left a voice mail for Mr. Albertor V[redacted] to contact me at, including my cell phone and my work number.  However, I never received a phone call from Mr. V[redacted], or any of his peers.  As someone who does conduct investigations for a profession, I hardly believe that two email attempts suffice as a means to conclude an investigation.  I can only conclude from this response that 1.) the representative attempting to collect information to resolve the complaint is not directly working for the Office of the President from T-Mobile and therefore does not care if the dispute is actually handled, or 2.) conducting the investigation properly would only result in the discovery of a blatant lack of due diligence and professional obligations that T-Mobile should adhere to when assigning contracts worth thousands of dollars to various individuals.  Specifically, an account was opened by a person who only had my social security number and date of birth.  The address and spelling of my name were inconsistent with any information on my credit report, and short of drawing suspicion, it should have most certainly not resulted in granting credit to an individual for thousands of dollars.  My own investigation, which included driving by the suspected residence, revealed an abandoned house with boards on the window.  As I have notified T-Mobile directly, through the Revdex.com, and each time the debt has been resold to debt collectors of: 1.) Copies of Police Reports 2.) Identify theft affidavits 3.) Credit Report Investigative dispositions that clearly show the debt being deleted, I am left with the assumption that T-Mobile clearly wants the resolution of this complaint to be handled in federal court under the violations that are occurring under the Fair Credit Reporting Act.  Again, I do not consider this action to be resolved, and am disgusted that an email suffices as a means to conduct an investigation when my contact information was left on Mr. V[redacted]'s email.
Sincerely,
[redacted]

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 16, 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. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this non-return fee. On June 12, 2016, Mr. [redacted] contacted Assurant Solutions Inc. (“Assurant”) in regards to his damaged equipment, and Assurant ordered a replacement Samsung Galaxy S7 Gold handset that was shipped to him. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their damaged equipment so as to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment. As such, Mr. [redacted] was charged $438.32 for the non-return fee and applicable taxes. As a courtesy to Mr. [redacted], on October 19, 2016, T-Mobile agreed to waive this charge and issued a credit to Mr. [redacted]’s account in the amount of $438.32. This credit lowered the balance to $97.68 which consists of the October 2, 2016 billing statement. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James G[redacted] Executive Response