T-Mobile Usa Inc

March 3, 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 February 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her account. Please note that T-Mobile takes account security seriously. T-Mobile’s account verification policy states that if an account has a password, it is the first piece of information that is requested by Customer Care to gain access to the account. If the customer does not remember the password, then Customer Care will request that the caller verify the last 4-digits of the Social Security number or tax ID number listed on the account or the Personal Identification Number (PIN) selected by the customer. Furthermore, when a customer visits a store they are required to provide a government issued photo ID in order to gain access to their account.
T-Mobile records confirm that on November 19, 2016, Mr. [redacted] visited a T-Mobile retail store and verified his identity by providing his government issued photo ID. During this visit Mr. [redacted] activated mobile numbers ending in [redacted] and [redacted] on his account. Mobile number ending in [redacted] remains active on Mr. [redacted]’s account. However, if Mr. [redacted] would like to cancel mobile number ending in [redacted] he must contact Customer Care by calling 800-937-8997. Further records confirm that on January 28, 2017, Mr. [redacted] contacted Customer Care and after verifying his account, he activated mobile number ending in [redacted]. On the same date, Mr. [redacted]’s rate plan was changed to the $130.00 T-Mobile One rate plan, effective January 8, 2017.
Please note that Mr. [redacted] currently has three active Equipment Installment Program (“EIP”) loans on his account. Mr. [redacted] has an iPhone 6 Plus financed for number ending in [redacted] with a monthly cost of $31.24, an iPad Air 2 and accessories financed for mobile numbers ending in [redacted] and 5096, with a monthly cost of $31.93, and a Samsung Galaxy J7 financed for mobile number ending in [redacted] with a monthly cost of $10.42. We spoke with Ms. [redacted] and she verified that these EIP loans are correct.
T-Mobile offers corporate discounts to individuals who are active employees at large businesses that are included in our corporate agreement list. This Discount Program is referred to as a The T-Mobile Advantage Program.
This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers are required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. The $50.00 onetime credit offer is available with the grandfathered Advantage Program based on the individual discount offered. In reviewing Mr. [redacted]’s account our records confirm that he currently has the corporate discount for CEVA Fright LLC on his account, which provides a monthly discount of 15%. Unfortunately, the T-Mobile One plan is not eligible for the discount. As such, Mr. [redacted] did not receive a discount on his February 11, 2017, billing statement.
It is also important to note that Mr. [redacted]’s account is billed in arrears and his billing cycle runs from the 8th of the month to the 7th of the following month with payment due on the 1st of the month thereafter. On February 11, 2017, Mr. [redacted]’s billing statement was provided showing an outstanding balance of $379.19, which includes monthly access charges, equipment charges and applicable taxes for services from January 8, 2017, through February 7, 2017. Between February 22, 2017, and February 24, 2017, as a courtesy to Ms. [redacted], T-Mobile applied credits totaling $192.44 to the account, reducing Mr. [redacted]’s outstanding balance to $186.75, which he paid on February 28, 2017, bringing his outstanding balance to zero.
Pursuant to Ms. [redacted]’s request, the rate plan on Mr. [redacted]’s account was changed back to the $80.00 Simple Choice North American plan effective February 22, 2017. Furthermore, pursuant to Ms. [redacted]’s request, mobile numbers ending in [redacted] and [redacted] were cancelled effective the same date. In an effort to amicably resolve this issue, T-Mobile applied additional credits totaling $114.36 to Mr. [redacted]’s account bringing his outstanding balance to a credit balance of $114.36 and he may verify this by visiting www.T-Mobile.com. Mr. [redacted]’s estimated monthly cost including his equipment and before his 15% monthly discount is now $254.41. T-Mobile regrets any inconvenience to Mr. and 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.
Jhayd G[redacted] Executive Response

Complaint: [redacted]
Date Sent: 5/3/2017 9:32:03 AMComplaint: [redacted]I am rejecting this response because:no explanation was given on why my bills have been different the past few months,. Also the LGv20 offer was sopposed to be all of the installment plan payment not just some of it, if the LGv20 is 30 a month and I am only getting only 24 credit Tha it is not free like the offer advertised. Also the billing is wrong with the apple iPhone se at 15 a month and the HTC and ZTE 12 that's$27 my plain is is $100 a month plus $27 the other two lines are sopposed to be free so at the most my bill should be no more than $127 plus taxesSincerely,[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.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding coverage and her equipment purchase on T-Mobile’s Equipment Installment Plan (“EIP”). In Ms. [redacted]’s letter to your office, she indicates that she experiences coverage concerns at her address of record. Although we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we regret any coverage issues that Ms. [redacted] has experienced.
T-Mobile records indicate that on March 6, 2017, Ms. [redacted] initiated an EIP for a Samsung Galaxy S7 device with a total purchase price of $576.00 plus tax. Ms. [redacted] was required to remit payment for the sales tax at the time of purchase, and the balance of $576.00 was to be paid over a period of 24 months at a rate of $24.00 per month.
At the time of Ms. [redacted]’s purchase, T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment and accessories to see if they met her needs. If the equipment or accessories were not acceptable, she could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase.
Additionally, by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device in which she is able to receive a replacement of the same or equivalent model, provided that the handset is in good physical condition. On June 5, 2017, T-Mobile records indicate that Ms. [redacted] contacted Customer Care to report that she was not receiving text messages or phone calls and following the completion of troubleshooting efforts, it was determined that Ms. [redacted] was eligible for a replacement under the Limited Warranty; regrettably, Ms. [redacted] declined.
In an effort to amicably resolve this matter, on June 10, 2017, T-Mobile agreed to allow Ms. [redacted] to return her Samsung Galaxy S7 handset outside of the return period. We asked that the device be received in acceptable, like-new condition no later than July 10, 2017. Upon receipt of the device, and satisfactory inspection thereof, T-Mobile has agreed to absolve Ms. [redacted] of any remaining EIP charges for the Samsung Galaxy S7 handset in the amount of $504.00.
Ms. [redacted]’s Samsung Galaxy S7 handset can be mailed to my attention to the following address:

T-Mobile USA, Inc.
Attn: Anthony M[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if our final examination of the handset indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handset will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. 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.
Anthony M[redacted]
Executive Response

December 23, 2015 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 22, 2015, regarding the above-referenced account. Per T-Mobile’s November 5, 2015, response to your file number [redacted], T-Mobile previously, applied an account credit of $69.03, authorized user, Mr. [redacted]’s handset backorder issue. T-Mobile makes every effort to provide complete and accurate information to our customers on every interaction. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location. We regret any confusion regarding our new JUMP! On Demand offering. The JUMP! On Demand lease option provides some of the lowest-out-of-pocket expense when getting the new device along with a low monthly cost. During the 18 month term, customers pay a monthly lease payment and applicable taxes along with their monthly service bill. Mr. [redacted] signed up for JUMP! On Demand with an Apple iPhone 6S Plus handset. T-Mobile confirms that Mr. [redacted] will receive $19.50 in monthly bill credits, which reduces the monthly lease payment to $11.50 per month and applicable sales tax. Again, we regret any confusion experienced regarding the trade in of Mr. [redacted]’s Apple iPhone 5S handset. T-Mobile confirms that Mr. [redacted]’s account is receiving the appropriate bill credits. 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. Pancho Q* Executive Response

August 23, 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 13, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns caused regarding her T-Mobile account.  T-Mobile records confirm that as of October 9, 2015, Ms. [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and 10GB of Data promotional rate plan, which for $120.00, provides four lines with unlimited talk, text and 10GB of data at up to 4G/LTE speeds depending on device capability.  Additionally, on November 4, 2016, Ms. [redacted] activated one mobile internet line (“MI”) which subscribed to the Simple Choice North America MI 2GB rate plan for $20.00, provides up to 2GB data at up to 4G/LTE speed depending on the device capability.   T-Mobile appreciates the opportunity to respond to Ms. [redacted]’ concerns related to the billing on her T-Mobile account.  Our records reflect that Ms. [redacted] activated her MI line of service on November 4, 2016 and attempted to take advantage of the following promotion:   2016 Oct Samsung Bundle   As can be expected, there are several eligibility requirements for the aforementioned promotion. Regretfully, not all of the requirements were met by Ms. [redacted].  Please be advised that from October 26, 2016 through November 10, 2016, eligible customers could get a Samsung Galaxy Tab E tablet at no cost when they buy a qualifying Samsung Galaxy Smartphone on the same day and sign up for a 1GB or higher Mobile Internet plan.   It is important to note that Ms. [redacted] did meet the MI rate plan requirement and was subscribed to the correct data plan for her MI line.  However, Ms. [redacted] did not purchase her qualifying device on Equipment Installment Plan (“EIP”); instead the qualifying device was leased under our JUMP! On Demand leasing option (“JOD”). As such, JOD was not qualified to receive the promotional credits under the promotional offer.    Nevertheless, in effort to amicably resolve Ms. [redacted] concerns, upon speaking with her on August 16, 2017, T-Mobile has removed the remaining EIP balance owed on the Samsung Galaxy Tab E tablet.  It is important to note that this allowed Ms. [redacted] to keep the equipment at no additional cost to her.  Additionally, T-Mobile applied a courtesy credit totaling $90.00 to Ms. [redacted] account to offset the monthly EIP charges billed for the Samsung Tab E tablet, which reduced the balance to $218.37, due September 1, 2017.  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.   Sharon B[redacted] Executive Response

June 17, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        T-Mobile Account Holder:[redacted]                        YourFile No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 15, 2015, regarding the above-referenced account.  Please be advised that [redacted] and[redacted] are the same person.  T-Mobile records reflect that Ms.[redacted] purchased an Apple iPhone 5S handset on September 20, 2013.  By purchasing T-Mobile equipment, ourcustomers receive a one-year Limited Warranty provided by the manufacturer oftheir device.  During the LimitedWarranty period, customers are eligible to receive an advanced replacement oftheir device via T-Mobile’s Handset Exchange Program.  Alternatively, customers can replace theirdevice through a post-exchange program by contacting the manufacturer directlyto discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacementhandset of the same or equivalent model, with a Service Warranty ProcessingFee, provided that the non-working handset is in good physical condition withno modifications or damage, such as broken or cracked plastics, LCD or internalparts, or liquid damage.  Please notethat Ms. [redacted] pays for an extended warranty to cover her device past theone-year Limited Warranty.  T-Mobilerecords indicate that on February 21, 2015, replacement equipment was orderedfor Ms. [redacted]’s non-working equipment, and it was shipped to her on February22, 2015.  Please be advised that in eachreplacement box, a set of instructions is provided to inform the customer howto return their non-working equipment so as to avoid being charged a non-returnfee.  Our records indicate that we didnot receive the non-working equipment. As such, Ms. [redacted] was charged $707.84 for the non-return fee andapplicable taxes.  It is important tonote that the possibility of a non-return fee was disclosed to Ms. [redacted] atthe time the exchange was processed.   Pleasebe advised that our records do not indicate that we have received thenon-working equipment.  As such, thenon-return fee of $707.84 assessed on May 7, 2015 remains valid.  However,on June 16, 2015, in an effort to amicably resolve this matter, T-Mobileapplied a credit to the account in the amount of $707.84 for the non-return feeand applicable taxes.  Please note thatthe account currently remains open and reflects a balance due in the amount of $166.70for monthly access fees and all applicable fees and taxes.  Ms. [redacted] may contact Customer Care todiscuss payment options at[redacted].  We regret any inconvenience to Ms. [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

July 24, 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 July 15, 2015, regarding the above-referenced account. T-Mobile records indicate that Ms. [redacted] activated her T-Mobile account on March 28, 2014, with mobile number ending in [redacted] and elected T-Mobile’s No-Credit Check postpaid service. These rate plans offered an option to customers who did not want a credit check or are required to pay a high activation service deposit. As Ms. [redacted] activated service under a No-Credit Check rate plan, T-Mobile did not have Ms. [redacted] social security number. T-Mobile records confirm that Ms. [redacted] canceled her account on June 23, 2015, when she ported her mobile numbers to another service provider. Ms. [redacted] billing cycle ran from the 20th of one month to the 19th of the following month. 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 July 19, 2015. Please note that at the time Ms. [redacted] canceled her service, her T-Mobile account reflected a balance in the amount of $54.49 due by June 29, 2015, which consisted of Ms. [redacted] service charges for the periods from May 20, 2015, to June 19, 2015. It is important to note that the collection notice Ms. [redacted] mentioned in her correspondence to your office was from an internal collection effort. Please note that Ms. [redacted] account has not being transferred to a third party collection agency. Further review confirms that on July 13, 2015, Ms. [redacted] made a payment in the amount of $54.49. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile will follow up with Ms. [redacted] account on Tuesday July 28, 2015 and issue a credit to the account for Ms. [redacted] final service charges for the periods from June 20, 2015, to July 19, 2015. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

Revdex.com:Tried contacting [redacted] # to confirm that my acceptance of their offer of $384.99 as bill credit but seems our schedule could not match.  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]

December 5, 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 November 29, 2016, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her recent handset purchase. T-Mobile records indicate that on August 28, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 7 64GB Blue handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Ms. [redacted] was asked to make a down payment in the amount of $69.99 and she agreed to pay for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.50, which will appear on the first bill following the purchase of the device. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately. T-Mobile records confirm that Ms. [redacted] processed her return on September 19, 2016, and was refunded $89.60. On October 7, 2016, Ms. [redacted] was credited $651.65 to her account. The credit applied towards Ms. [redacted]’s balance due October 19, 2016. T-Mobile records show that on October 26, 2016, Ms. [redacted] agreed to start a new EIP for another Samsung Note 7 64GB handset. In late September of 2016, Samsung announced the discontinuance of the Samsung Note 7 and Ms. [redacted] was required to return the second Samsung Note 7 she purchased on EIP. As a courtesy, T-Mobile closed out the EIP associated with the defective handset and brought that balance to zero. Ms. [redacted] then selected a different handset, the Samsung Galaxy S 7. Our records confirm that on November 13, 2016, T-Mobile applied a credit to the account in the amount of $922.24 for the remaining balance that Ms. [redacted] was owed. A refund request was submitted but later denied as the refund would need to be done at the point of sale. However, Ms. [redacted] has not paid the balance for her October 27, 2016 or November 27, 2016, billing statements which total $350.52, therefore her account only reflects a credit balance of $571.72. Nevertheless, as we want to ensure that our customers are provided the best experience possible, on December 3, 2016, T-Mobile offered to refund the credit balance of $571.72 to Ms. [redacted] plus an additional $288.23 for a total of $859.95 leaving Ms. [redacted]’s with a zero balance. Ms. [redacted] has agreed and accepted the 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 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Chris L[redacted] Executive Response

June 30, 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 17, 2017, regarding the above-referenced account.
T-Mobile regrets to hear of Ms. [redacted]’s concerns with the functionality of her Samsung Galaxy S4 device. T-Mobile records confirm that Ms. [redacted]’s mobile number ending in [redacted] is currently using a Samsung Galaxy S4 device and that she has been using the same model device for the last 44 months, starting on October 26, 2013.
Our records also confirm that on October 22, 2013, Mr. [redacted] chose to add the optional JUMP! 1.0 feature under her mobile number ending in [redacted] for an additional $12.00 per month. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan for full credit of the remaining balance. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.
Although Ms. [redacted] paid in full her Samsung Galaxy S4 device, since she enrolled to the JUMP! 1.0 feature, her device has an extension of the manufacturer’s Limited Warranty via T-Mobile’ Handset Exchange program as well as the protection against lost or stolen and physical or liquid damage. It is T-Mobile’s position that Ms. [redacted] has received the benefits of the JUMP! 1.0 feature.
In an effort to amicably resolve this matter, T-Mobile is offering to replace Ms. [redacted]’s non-working Samsung Galaxy S4 device with a comparable alternative replacement device, a reconditioned Samsung J7 at no cost to her. Should Ms. [redacted] wish to accept T-Mobile’s offer, she may contact me directly at [redacted]@T-Mobile.com within 14 days from the date of this letter. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
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.
Maggie R[redacted] Executive Response

April 4, 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 March 24, 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 she/he provided and as such, we will not be contacting Mr. [redacted] regarding his/her correspondence to your office. 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, she/he may have one of the authorized users on the account 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.
Brandon M[redacted]
Executive Response

November 25, 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 November 15, 2016, regarding the above-referenced account. 
 
We are sorry to hear that Ms. [redacted] had any concerns regarding her most recent purchase. Our records reflect that Ms. [redacted] went to a T-Mobile store to activate a Samsung Note 4 purchased through a third party. Unfortunately our records show that Ms. [redacted]’s Samsung Note 4 was International Mobile Equipment Identifier (“IMEI”) blocked, preventing her from being able to use the phone on T-Mobile’s network. T-Mobile and other wireless carriers have created a database to block phones that have been lost, stolen or obtained fraudulently from being reactivated. T-Mobile introduced the blocking of IMEIs from our network in an effort to reduce the amount of handset fraud that occurs. By blocking the use of a handset that has not been paid in full at the time of activation, that has been considered lost in transit or that was reported as stolen, T-Mobile significantly reduces the number of handsets that have been acquired by fraudulent methods for sale via third-party auction sites or black-market outlets. 
 
We encourage customers to purchase devices through T-Mobile or our authorized dealers, and while we allow customers to bring their own device, it is possible that one purchased through a third party, such as eBay, Amazon, or Craigslist, may be blocked on our network based upon its history.  Therefore, on November 14, 2016, Ms. [redacted] was offered and took advantage of our 2016 Fall LG Smartphone Offer with a purchase of a Stylo2 Plus. The promotion started on October 21, 2016, and for a limited time, customers who signed up for the new T-Mobile ONE plan and purchase a qualifying LG device through our Equipment Installment Plan (“EIP”) could receive a discount on the device via EIP bill credits. Ms. [redacted] changed her plan to the T-Mobile ONE plan effective November 5, 2016.
 
Hence based on the promotion, Ms. [redacted] was not required to make a down payment; however, she agreed to pay $40.28, which was for the taxes on the full retail price in the amount of $18.72 and the upgrade support fee of $21.56.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00, which will appear on the first bill following the purchase of the device. In addition and as part of the promotion, Ms. [redacted] will then receive a monthly EIP bill credit in the amount of $7.92 per month, for a total of $190.08 over the 24 months, leaving the total price of the Stylo Plus2 at just $50.00 plus taxes and fees. We apologize if Ms. [redacted] was not thoroughly advised of the promotion details and upfront cost.
 
It is important to note, that the time of Ms. [redacted]’s purchase of a new handset, T-Mobile provides a 14 day return period which allows Ms. [redacted] to use the equipment to see if it meets her needs.  If the equipment or the terms are not acceptable, Ms. [redacted] can return to the original point of sale for a refund or exchange. Please be advised that customers returning equipment may be assessed a restocking fee at the time the return is processed.  This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com.  As stated in our Return Policy:
 
“You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.).” 
 
Based upon the above and although, it is our position that a restocking fee will be assessed when Ms. [redacted] returns her device, as a courtesy, we have issued a one-time credit of $50.00 to her account for reimbursement for the cost to return the Stylo Plus 2. Additionally, on November 18, 2016, T-Mobile offered Ms. [redacted], the opportunity to change her plan back to her original plan of the Simple Choice 4 lines for $120.00 with 6GB of data plan and provide her with a Samsung On5 or LG K7 at no cost to her based on the 2016 Summer Smartphone on us and Best Family Plan with Samsung Galaxy offer available for her rate plan selection. Ms. [redacted] accepted our offer for the Samsung On5 and her plan was changed effective November 5, 2016, and considers this matter resolved to her satisfaction.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:,
I think t-mobile could of done something better to resolve my problem. I am not satisfied when in the 1st place it wasn't my fault. Employee gave me the wrong information and that looks bad on their side. Sincerely, 
[redacted]

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 7, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his account. 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 retail location.
T-Mobile records confirm that on October 2, 2016, Mr. [redacted] activated four lines of service, and activated a fifth line on October 4, 2016. At the time of activation, Mr. [redacted] agreed to a service agreement for the T-Mobile One for four lines at a price of $180.00, plus $25.00 for his fifth line including applicable taxes. Please note that Mr. [redacted] is currently not enrolled in Autopay and is currently not receiving the $5.00 discount per line on his account. Additionally, Mr. [redacted] was receiving T-Mobile’s 4th Line Free promotion but due to an inadvertent error, the last adjustment Mr. [redacted] received was on December 27, 2016, in the amount of $25.00. Lastly, please be advised that corporate discounts are not compatible with Mr. [redacted]’s rate plan. T-Mobile apologizes if Mr. [redacted] was advised otherwise.
In addition to the service charges, Mr. [redacted] participated in T-Mobile’s Equipment Installment Plan (“EIP”) offering on October 2, 2016, when he purchased two Apple iPhone 6s Plus 16GB devices, a Samsung J7 device, and a Samsung Galaxy On5 device. Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments totaling $70.85. Please note that Mr. [redacted] is receiving promotional credits in the amount of $16.67 monthly which covers the EIP charges for the Samsung J7 and On5 devices.
Additionally, on October 29, 2016, Mr. [redacted] purchased an Apple iPhone 7 device using T-Mobile’s EIP offering. Mr. [redacted] was not required to remit a down payment but did agree to 24 monthly installments of $27.09 for the device.
In regards to Mr. [redacted]’s concerns regarding his Carrier Freedom reimbursement offer, T-Mobile records confirm that we received Mr. [redacted]’s reimbursement request on April 7, 2017, and a refund in the amount of $474.87 was issued to the billing address on file. Please be advised, in addition to the refund referenced above, on October 15, 2016, and on October 19, 2016, Mr. [redacted] received device trade in credits in the amount of $265.00 each. T-Mobile regrets any delay in this process.
In an effort to amicably resolve this matter, on April 17, 2017, T-Mobile requested that Mr. [redacted]’s account begin to receive the 4th Line Free promotion. Please note it may take two billing cycles for the discount to begin applying. Mr. [redacted]’s expected monthly recurring charges including both his service and EIP charges are estimated to be approximately $261.27 per month. Furthermore, T-Mobile has applied a credit in the amount of $150.00 which represents the previous four months of not receiving the 4th Line Free promotion and an additional two months of the credit. Mr. [redacted]’s account now reflects a remaining balance of $136.27 which represents the remaining charges on the billing statement dated April 3, 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.
Zachary S[redacted] Executive Response

November 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: Sandra [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 November 22, 2016, regarding the above-referenced account. T-Mobile regrets any billing and coverage concerns Ms. [redacted] has 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. T-Mobile records confirm that Ms. [redacted] canceled her account on October 16, 2016, when she ported her mobile numbers to another service provider. Ms. [redacted]’ billing cycle ran from the 10th of one month to the 9th of the following month. 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 November 9, 2016. On November 23, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $214.64 for monthly access charges from September 10, 2016 through November 9, 2016. Ms. [redacted]’ account remains closed with a zero balance. 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. William 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]  IMEI [redacted]P.S. They are not telling thw truth I provided everythingthey ask for an act as if I did nothing.

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I agreed to the resolution as long as the call that was made to me would be audited and additional training would be given to the sales rep who dealt with me. Sincerely, [redacted]

September 14, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [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 10, 2015, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter. Our records confirm that on June 8, 2015, a handset replacement was ordered for Ms. [redacted]’s non-working Samsung Galaxy S6 handset, and it was shipped to her on the same day.  Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.  Our records do not indicate that we received the non-working handset; as such, Ms. [redacted] was charged $630.71 for the non-return fee and applicable taxes.  Please be advised that the return of the above mentioned equipment is outside the sixty (60) day period provided to the customer to return their non-working handset.  In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile will allow Ms. [redacted] to return her non-working handset directly to my attention within 10 days and must be post marked by September 21, 2015, and sent to my attention at:T-Mobile USA, Inc.Executive ResponseAttention: Ruben A[redacted]Albuquerque, NM 87107Upon receipt of the handset in like new condition, T-Mobile will apply a credit to the account in the amount of $630.71 for the handset non-return fee and applicable taxes.  T-Mobile recommends that Ms. [redacted] request a tracking number when shipping, as T-Mobile is not responsible for equipment being returned back to T-Mobile.  Ms. [redacted] should also include her account information within the box to ensure proper account credit.  If the device has sustained either physical or liquid damage that would void the Limited Warranty, the equipment will be returned to Ms. [redacted] and the non-return fee will then be considered valid.  Should Ms. [redacted] fail to meet this date the offer shall be considered void and T-Mobile would no longer accept Ms. [redacted]’s equipment return.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.Ruben A[redacted] Executive Response

January 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 January 4, 2017, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced in regards to losing her photos and appreciates the opportunity to respond to her concerns.
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.
After review of Ms. [redacted]’s account T-Mobile records reflect that on September 23, 2016, she was advised via written correspondence information outlining how to backup and save the files that may be saved on her handset. Additionally, as Ms. [redacted] continued to contact T-Mobile Customer Care in an effort to resolve this matter, on November 17, 2016, T-Mobile issued a one-time courtesy credit in the amount of $50.00 to her account.
Please be advised that our Terms and Conditions of service state that “you agree we are not liable for missed or deleted voice mails or other messages, for any information (like pictures) that gets lost or deleted if we work on your Device”, and as such, we respectfully decline to provide further compensation in regards to this matter.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns, on January 5, 2017, upon speaking with her T-Mobile offered a one-time credit in the amount of $150.00 as a final resolution to her concerns. Ms. [redacted] advised that she would like to consider this offer and as such, should Ms. [redacted] like to take advantage of this offer she may contact our office at the below number by February 5, 2017. 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.
Shannon R[redacted]
Executive Response