T-Mobile Usa Inc

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

receipt of your correspondence dated December 14, 2016, regarding the above-referenced account. T-Mobile regrets any billing concerns Ms. [redacted] may have experienced. T-Mobile records indicate that Ms. [redacted] was sent a billing statement dated August 19, 2016, in the amount of $646.15 which consisted of a past due balance of $254.01 as well as prorated monthly recurring charges from August 20, 2016, through September 19, 2016, and a restore from suspension fee of $20.00 plus taxes per line of service. Please note that Ms. [redacted]’s payment of $428.96 on August 17, 2016, was reflected in the total balance due. Regretfully, Ms. [redacted]’s payment of $428.96 was returned from her financial institution for insufficient funds. Further, Ms. [redacted] was sent a billing statement in the amount of $1,225.11 which consisted of a past due balance of $957.25, which was inclusive of the returned payment of $428.96, monthly recurring charges from September 20, 2016, through October 19, 2016, of $267.86, credits issued for restore from suspend fees assessed on the previous billing statement, as well as a returned payment fee of $30.00, with a due date of October 12, 2016. T-Mobile records indicate that Ms. [redacted] contacted our Customer Care on September 23, 2016, and payment arrangements were made with regards to her outstanding balance, and agreed to two installments; $200.00 on October 7, 2016, and $425.11 on October 21, 2016. Please note payment arrangements are offered as a courtesy to our customers and may vary as they are based off individual account history. Additionally, please note that our records indicate that Ms. [redacted] remitted a payment of $600.00 on the same date. On October 4, 2016, Ms. [redacted] was sent a reminder of her upcoming payment; however, on October 7, 2016, Ms. [redacted]’s payment of $200.00 was declined by her financial institution. On October 8, 2016, Ms. [redacted] contacted our Customer Care regarding her declined payment. As a courtesy, T-Mobile placed a collections hold on her account through October 19, 2016, and was advised to make a payment of $200.00 to satisfy the agreed payment arrangement. Regretfully, a payment was not received, and the payment arrangement was cancelled. Please be advised that Ms. [redacted]’s account was not suspended at this time, as a collection hold was still in effect, through October 19, 2016. Ms. [redacted] was sent a billing statement in the amount of $884.76, which consisted of a past due balance of $623.05, monthly recurring charges from October 20, 2016, through November 19, 2016, as well as adjustment for taxes in the amount of $2.09, with a due date of November 11, 2016. Further, Ms. [redacted]’s account was suspended for non-payment on October 21, 2016. On the same day, our records indicate Ms. [redacted] contacted our Customer Care, and remitted a payment of $50.00 towards her past due balance, and agreed to a payment arrangement in regards to the remaining past due balance on her account of $572.99. Our records indicate Ms. [redacted] agreed to two installments; $285.49 on November 4, 2016, and $285.50 on November 18, 2016. On November 4, 2016, Ms. [redacted]’s payment arrangement was declined by her financial institution. On November 6, 2016, Ms. [redacted] remitted a payment in the amount of her agreed upon payment arrangement of $285.49. Regretfully, this payment was also returned by financial institution. Ms. [redacted] was sent a billing statement in the amount of $1,224.59, which consisted of a past due balance of $832.70, monthly recurring charges from November 20, 2016, through December 19, 2016, restore from suspend fees of $20.00 per line for the restore date of October 21, 2016, and a returned payment fee of $30.00, with a due date of December 12, 2016. On November 20, 2016, Ms. [redacted]’s payment arrangement failed, as her second installment of $285.50 was declined by her financial institution. As such, Ms. [redacted]’s account was suspended. As a courtesy, after speaking to Ms. [redacted] on December 16, 2016, T-Mobile credited the account $80.00 for the suspension of service in October. Additionally, T-Mobile agreed to place a collection hold through December 30, 2016, and Ms. [redacted] agreed to make a payment of $112.90 on or before that day. Provided the payment agreement is upheld by the agreement date, T-Mobile will continue to work with Ms. [redacted] regarding her account balance. T-Mobile regrets any billing concerns 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

November 4, 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 27, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets that Ms. [redacted] has experienced concerns with her final billing statement dated July 10, 2016. T-Mobile records confirm that Ms. [redacted] canceled her account on June 16, 2016 when she ported her mobile number to another service provider. Ms. [redacted]’s account balance totals $225.53 which is for the prorated final monthly recurring service charges from service that ran from June 10, 2016 through June 16, 2016, and the JUMP! On Demand lease acceleration, and collection fee. As the account balance of $211.93 was left unpaid, Ms. [redacted]’s account was referred to an outside collection agency, Convergent Outsourcing Inc., on October 8, 2016, and Ms. [redacted]’s account was assessed a collection fee of $13.60. However, upon review of the account and Ms. [redacted]’s, correspondence, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has issued a credit of $225.53 to the above-referenced account bringing the account to a zero balance. 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. 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. Lupe C[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted] And [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 have checked my account to verify accuracy and there is only 1 issue left that we will adjust directly with company. Thank you for your help in resolving this matter. 
Sincerely,
[redacted]

October 13, 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 October 2, 2017, regarding the above-referenced account.    We regret any inconvenience Mr. [redacted] experienced with his billing statements. T-Mobile records indicate that Mr. [redacted] activated one line of service on August 5, 2017, line ending in 9082 on our Simple Choice Talk and Text family plan for $110.00 per month. Additionally, Mr. [redacted] subscribed to our Stateside International features for $15.00 per month which includes calls and text messaging to other countries from the U.S. at a discounted or included rate. Mr. [redacted] was charged $3.00 per minute to Peru instead of .30 per minute to Peru.   Upon further review, T-Mobile records indicate that Mr. [redacted] was charged a total amount of $1,100.64 in international calls on various dates in the months of August and September 2017.   Nevertheless, as a gesture of good faith, on August 26, 2017 T-Mobile applied credits totaling $188.64.  Additionally, on August 30, 2017, credits totaling $912.00 were applied to the account from Mr. [redacted]’ billing statement dated July 27, 2017 leaving a balance of $172.35 due October 19, 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.   Rochelle M[redacted] Executive Response

April 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 April 18, 2017, 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 that Mr. [redacted] is dissatisfied with our previous response. As indicated in our March 23, 2017 and March 31, 2017 responses, our records confirm that Mr. [redacted] activated the above-referenced account for two lines of service, and purchased two Subscriber Identity Module (“SIM”) cards for use with the lines of service. Regrettably, Mr. [redacted] cancelled his account on March 3, 2017, when he ported his numbers to another provider.
As indicated in our previous response, T-Mobile SIM card purchases are non-refundable. However, as Mr. [redacted] was unable to use his service, T-Mobile has closed his account with a zero balance. Additionally, on March 30, 2017, T-Mobile issued a refund to Mr. [redacted] in the amount of $53.00. This refund has been issued to Mr. [redacted] in the form of a prepaid card, and sent to him via U.S. Mail. Mr. Scheibel should have received this refund within seven to ten business days. If Mr. Scheibel has not received this refund, T-Mobile requests that he contact me at the number below to work toward an amicable resolution. 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

May 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 April 23, 2017, regarding the above-referenced account.
T-Mobile regrets any coverage concerns Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service, quality, and availability. We likewise regret any concerns to Ms. [redacted] when contacting our Customer Care team. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact and to provide them with the best options available based on their needs.
Upon receipt of Ms. [redacted]’s correspondence from your office, we reviewed the address provided by
Ms. [redacted] at [redacted] and confirmed that the site servicing the area does experience slight congestion and currently we are upgrading our network in this location to provide customers a better service experience.
Please note that by purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. It is important to mention that new equipment is not a guaranteed option under T-Mobile’s Handset Exchange Program.
Our records confirm that on April 12, 2017, Ms. [redacted] contacted Customer Care to report that her handset speaker was not working properly. At this time, troubleshooting was performed to rule out possible handset or software issues; ultimately as we were unable to replicate the issue, Ms. [redacted] was referred to a T-Mobile retail location for further troubleshooting. Later, on April 12, 2017, a replacement handset for the Alcatel Idol 4S handset was mailed to Ms. [redacted] under our handset exchange program. Following on April 17, 2017, Ms. [redacted] again contacted Customer Care to report having the same audio issues with the replacement handset received and an additional replacement handset was mailed for the same equipment make and model through our handset exchange program.
Please be advised that any time we mail a customer a Signal Booster or Wi-Fi CellSpot Router is with the intention to improve a customer’s in-home coverage by enabling them to have better voice and data connections while at home. We regret to hear that this option did not improve Ms. [redacted]’s service.
It is important to mention the account is on a month to month basis and that although we would regret losing Ms. [redacted] as a customer, we understand that we may not be the best service provider for her currently. Should Ms. [redacted] choose to keep her T-Mobile service, she may continue to experience coverage concerns in places around her billing address and based on our findings no further credits are warranted to her account. Please note that as of May 5, 2017, Ms. [redacted]’s account reflected a balance of $56.71 due by May 15, 2017. It is T-Mobile’s position that the charges are valid and owed.
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

August 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced file number.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding T-Mobile marketing literature received via email. In Mr. [redacted]’s correspondence to your office he states he is receiving marketing literature via e-mail at his work email address.   Please be advised on August 3, 2017, in an effort to amicably resolve his matter, T-Mobile removed Mr. [redacted]’s work email address from future T-Mobile marketing literature. 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.   Carolina F[redacted] Executive Response

September 22, 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 17, 2016, regarding the above-referenced account. T-Mobile regrets any concerns that Mr. [redacted] experienced in regards to T-Mobile’s recent promotions. From August 5, 2016, through August 18, 2016, T-Mobile’s Samsung Tab E or Tab A On Us promotion was available to customers who purchased an eligible Samsung smartphone on Equipment Installment Plan (“EIP”), and a Samsung Tab E or Tab A on EIP with a 1 GB or higher Mobile Internet (“MI”) plan. Customer who qualified would receive a monthly EIP bill credit for the full cost of the tablet. On August 7, 2016, Mr. [redacted] initiated an order for a Samsung Galaxy S6 Edge on his T-Mobile phone number ending in [redacted] via his myT-Mobile.com at full retail cost. We have no record of Mr. [redacted] purchasing a Samsung Tab E or Tab A and Mr. [redacted] does not have, nor did he add a mobile internet line on his account. Based on the above, it is T-Mobile position that when Mr. [redacted] purchased his above mentioned Samsung Galaxy S6 Edge, at full retail cost he did not meet the eligibility requirements to qualify for the Samsung Tab E or Tab A On Us promotion. On September 21, 2016, T-Mobile contacted and spoke with Mr. [redacted] in regards to his correspondence and extended an offer to send him a new Samsung Galaxy Tab 10.1 (T859) from our inventory in an effort to amicably resolve his concerns. Mr. [redacted] accepted the above 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. Alexander A[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I don't agree that I got refund because of an amicable solution. Later customer service called me saying that he listened to the conversations on that day and confirmed that the representative did give WRONG information to us when purchasing the devices.Thank you Revdex.com for bringing the TMobile to the knees and helping me resolve this issue.
Sincerely,
**

April 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 March 23, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding an account activated in her name. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care department.
On December 8, 2016, the above-referenced account number was created and Ms. [redacted] is listed as the billing responsible party. T-Mobile records indicate the first call we received regarding this account was January 29, 2017. T-Mobile filed an incident report so our Fraud Management could further review the account. On January 30, 2017, the account was cancelled for non-payment. T-Mobile regrets the account was not cancelled when Ms. [redacted] first contacted our Customer Care department. On February 23, 2017, another incident report was filed so our Fraud Management could again further review the account.
Our Fraud Management determined the account was not activated using Ms. [redacted]’s social security number and no equipment was purchased at the time of activation. Our Fraud Management recommended all charges be removed from the account. Please note our Fraud Management will review account concerns but will not make any adjustments to the account. As a result, on March 12, 2017, the account was referred to a third party collection agency for a balance in the amount of $190.59. It is important to note since the account was not activated using Ms. [redacted]’s social security number, the account will not reflect negatively on her credit report. T-Mobile regrets any delay in providing Ms. [redacted] the results of our review.
On March 29, 2017, T-Mobile ensured all charges were removed from the account. The account remains closed with a zero balance. In an effort to amicably resolve this matter, T-Mobile offered Ms. [redacted] a credit in the amount of $180.00 on her active T-Mobile account for the inconvenience. Ms. [redacted] indicated she will consider our offer and contact me within 14 days from the date of this correspondence should she wish to accept this offer. T-Mobile respectfully declines Ms. [redacted]’s request for further compensation on this matter and we regret 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.
Jennifer G[redacted] Executive Response

September 2, 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 27, 2015, regarding the above-referenced account. T-Mobile regrets that Mr. [redacted] is dissatisfied with our previous response, as well as any inconvenience he may have experienced in regards to his account and billing. As stated in our August 24, 2015 response, our records confirm that as of August 25, 2014, Mr. [redacted] had six lines of service with total monthly access charges of $144.99 before taxes. T-Mobile records also confirm that Mr. [redacted] had several open Equipment Installment Plans (EIPs) for handsets purchased, with total monthly installments of $41.79. Upon a review of Mr. [redacted]’s concerns regarding payments to his account, our records do not indicate that any duplicate payments were processed. Mr. [redacted]’s statement dated October 25, 2015, was in the amount of $221.03, and our records confirm that Mr. [redacted] remitted a payment for this balance via a cash payment in a retail location on October 31, 2015. Mr. [redacted]’s November 25, 2014, statement was in the amount of $221.03, for which a cash payment was remitted in a retail location on December 2, 2014. Mr. [redacted]’s December 25, 2014 statement was in the amount of $221.03, and a cash payment for this balance was remitted in a T-Mobile retail location on January 5, 2015. A payment of $221.21 was remitted on February 4, 2015, for the January 25, 2015 statement via a cash payment in a retail location, and a payment of $221.43 was remitted on March 3, 2015, for the February 25, 2015 statement, via a cash payment in a retail location. Mr. [redacted]’s March 25, 2015, statement was in the amount of $221.46. Please note that due to an inadvertent error, the charges for this billing statement did not post to Mr. [redacted]’s account until March 28, 2015. As stated in our previous response, Mr. [redacted] remitted a payment of $502.29 on March 27, 2015, to close out his EIPs. Mr. [redacted] cancelled his service on March 28, 2015, when he ported his numbers to another provider. Pursuant to T-Mobile policy, as Mr. [redacted] ported his number out mid billing cycle, he was billed through April 24, 2015. As such, his April 25, 2015, statement was in the amount of 178.93. As such, the final balance owed on Mr. [redacted]’s account following his cancellation was $400.39. However, as stated in our August 24, 2015 response, a credit of $178.93 was issued to Mr. [redacted]’s account on August 21, 2015, for the April 25, 2015 statement. This left a balance owed of $221.46, for monthly access charges, taxes, and EIP installments on the March 25, 2015 billing statement. It remains T-Mobile’s position that these charges are valid. Please note that T-Mobile recently reviewed Mr. [redacted]’s account as a part of our Premium Third-Party Services refund program. Our review determined that Mr. [redacted] qualified for $212.98 in Premium Third-Party service charges. As Mr. [redacted] had a balance owed, this amount was applied to his account as a credit, leaving a balance of $8.48. In an effort to amicably resolve Mr. [redacted]’s concerns, on September 1, 2015, T-Mobile issued a credit to his account in the amount of $8.48. Mr. [redacted]’s account remains closed, with a zero balance. Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. 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 [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated April 1, 2017, from [redacted] 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 concerns Mr. [redacted] experienced in regards to his handset purchases. T-Mobile records confirm that on December 26, 2016, Ms. [redacted] activated a postpaid account with four voice lines of service on the T-Mobile ONE rate plan. Ms. [redacted] also qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung J7 handsets. Although Ms. [redacted] was not required to make a down payment, she agreed to a series of 24 monthly installments of $10.42 per handset.
Additionally, on the same day, Ms. [redacted] utilized T-Mobile’s EIP offering with the purchase of two Samsung Galaxy S7 Black handsets with 32GB of memory. Ms. [redacted] was not required to make a down payment, however, she agreed to 24 monthly installments of $28.75 per handset.
It is important to note that from December 22, 2016, through December 31, 2016, eligible customers who purchased a qualifying Samsung Galaxy phone on EIP and activate a new line on T-Mobile ONE or Simple Choice Unlimited Talk and Text rate plan with unlimited high speed data, could get a second qualifying Samsung Galaxy phone for free after rebate.
Records confirm that Ms. [redacted]’s account qualified to receive the rebate for both purchases; however, due to an inadvertent error, as Ms. [redacted] paid the remaining EIP balances in full on January 13, 2017, a rebate was not mailed to Ms. [redacted]. Nevertheless, in an effort to amicably resolve the matter, on April 13, 2017, T-Mobile issued a rebate in the amount of $939.98, in the form of a prepaid refund card, to Ms. [redacted]’s billing address on file. Ms. [redacted] may expect receipt of the card within ten business days from the date of processing. Should Mr. [redacted] wish to discuss this matter further, he may contact me at the number listed below.
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.
Diana J[redacted] Executive Response

Complaint: [redacted]I am rejecting this response.
First of all, I want to make it clear that I never intentionally stated that I did not make the Revdex.com complaint when T-mobile called me.  When Maggie(?) from T-Mobile called me on Jun 3, 2016, the line was not very clear (and she had a strong accent, may I say), for the moment I thought it was a spam advertising call so I responded by saying I did not "ordered the service". I am sorry if that was mis-interpreted.  In fact, just a few minutes after the initial call, I realized that the call might be about my complaint, so I called back immediately. Another lady answered my call and told me that T-Mobile had already concluded that my complaint had no merit as "there was never a service interrupt" in my area and the problem was with my phone. I told her that I would not accept the conclusion as all evidence pointed to the fact that the service was not normal because T-mobile was upgrading their towers in Madison area.  The lady insisted I was not correct. 
 
In Maggie's' response to Revdex.com she asked that I contact her directly, so I call the phone number (and the extension) she provided twice. One on yesterday's afternoon and one this morning. In both cases, I was greeted by voice message saying Maggie was out of office.  I left one message asking her to call me but I have yet to receive a call from her.
 I would be happy to discuss with Maggie or another representative from T-mobile.  
Here I list again the facts:
1: During the period between May 10 till May 31st, two of my T-mobile lines using Android phones did not work correctly, I can receive phone calls only if I turn off the high speed LTE data. 
2: I checked with two local T-Mobile stores. The store managers told me it was a known problem as they had receive MANY complaint of the same nature. The resin was that T-Mobile was upgrading the tower(s) in Madison area. They said the only solution was to wait until the upgrading to complete.
3: On May 31, without any change on my phone settings, both lines went back to normal. 
4 (Additional information). I went back to T-Mobile store on June 5th, ask asked about the problem. The store person confirmed that there problem was fixed and he "received no problem reports in the past week" as compared to "many complaints" earlier.
I would urge T-Mobile to make some decent investigation on the matter and give me a satisfactary response. 
 
thanks
 
 
 
 
 
 
Sincerely,[redacted]

July 24, 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 11, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to her promotions and handsets on her T-Mobile account. Our records reflect that Ms. [redacted] activated her service on April 16, 2016, and took advantage of our Carrier Freedom Reimbursement. As can be expected, there are several eligibility requirements for this promotion; some of these requirements were met and others were not.
To begin with, our records reflect that Ms. [redacted] met all of the requirements for Carrier Freedom and that she was reimbursed through both an account credit that assisted with the down payment for her T-Mobile equipment in the amount of $375.00. Ms. Nelly was approved for a total of $569.00 for her remaining Carrier Freedom reimbursement. However; on July 25, 2016, Ms. [redacted]’s Carrier Freedom Reimbursement was declined because her account was not in good standing.
On July 20, 2016, T-Mobile approved and sent Ms. [redacted]’s Carrier Freedom Reimbursement card in the amount of $569.00. On August 12, 2016, T-Mobile applied a courtesy credit of $100.00 for her Carrier Freedom Reimbursement due to the confusion regarding her trade-in credits that were applied as an account credit and handset purchase down payment. On September 8, 2016, T-Mobile applied another courtesy credit of $239.63 for the Carrier Freedom Reimbursement. Our records indicate that T-Mobile provided Ms. [redacted] with a total of $1,283.63 for her Carrier Freedom Reimbursement.
With respect to Ms. [redacted]’s iPhones; Mobile Device Unlock (“MDU”) request. MDU’s are approved for customers who meet the eligibility requirements. T-Mobile records confirm that, on July 9, 2017, we received an MDU request for the devices referenced in Ms. [redacted]’s letter to your office. However, at that time the devices were not eligible because Ms. [redacted] canceled her T-Mobile account and had unpaid pending charges. We advised Ms. [redacted] that once the pending charges had been paid in full, she would be able to submit another MDU request for approval.
In an effort to amicably resolve this matter, on July 12, 2017, T-Mobile successfully provided Ms. [redacted] with her MDU for all of her devices and assured that they are ready to be unlocked by following the instructions emailed. If Ms. [redacted] has further questions or concerns, she may contact me at the number provided below. As of July 21, 2017, Ms. [redacted]’s account remains canceled with a zero balance. 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

November 8, 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 2, 2016, regarding the above-referenced account. 
 
T-Mobile regrets hearing of Mr. [redacted]’s concerns with our payment arrangement options, the recent suspension of his account due to non-payment and service reconnection fees.
 
T-Mobile records confirm that Mr. [redacted] has two mobile numbers active with mobile numbers ending in [redacted], [redacted] and one mobile internet line ending in [redacted].  Records further confirm that Mr. [redacted]’s account billing cycle runs from the 8th of one month to the 7th of the following month with payment due by the 28th.
 
T-Mobile offers payment arrangement options to our customer as a courtesy to allow them additional time to remit payment.  T-Mobile records indicate that on October 3, 2016, payment arrangements were made with Mr. [redacted] with regard to his outstanding balance.  Mr. [redacted] entered into a two installment payment arrangements: Mr. [redacted] agreed to pay $65.00 on October 17, 2016, and $223.07 on October 31, 2016, these payments would satisfy his balance originally due by September 28, 2016. 
 
Although records confirm that Mr. [redacted] successfully remitted payment for the two installments mentioned above, further review confirms that his payment due by October 28, 2016, was not remitted on time, as such on November 1, 2016, T-Mobile suspended the account's ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Mr. [redacted] agreed to a new payment arrangement on November 1, 2016, and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service.  It is T-Mobile’s position that the restore from suspension fees were validly assessed.
 
Although outside of T-Mobile policy, and as a courtesy to Mr. [redacted], on November 1, 2016, Customer Care waived the $20.00 restore from suspension fees for each line of service.  Mr. [redacted]’s account remains active with a balance in the amount of $267.94.  Pursuant to the payment arrangement Mr. [redacted] entered on November 1, 2016, he agreed to pay $133.97 by November 15, 2016, and $133.97 by November 27, 2016, which will satisfied his outstanding 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.
 
Maggie R[redacted]
Executive Response

August 29, 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 a letter dated August 21, 2016, from [redacted] 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 Mr. [redacted] as an authorized user of the account. T-Mobile regrets any billing and payment concerns that Mr. [redacted] has experienced with his account. On July 12, 2016, a payment in the amount of $108.35 posted to the account. As the account is billed in arrears, this payment satisfied the balance due on July 12, 2016 for services rendered from June 3, 2016 to July 2, 2016. If Mr. [redacted] has concerns of the charges incurred during the billing period, service dates are reflected on page three of his monthly statements. T-Mobile records confirm that on July 16, 2016, the above referenced account was canceled when the mobile numbers were ported to another service provider. Mr. [redacted]’s billing cycle ran from the 3rd of one month to the 2nd 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, Mr. [redacted] was billed through August 2, 2016. A final billing statement dated August 3, 2016, in the amount of $108.34 was due on August 12, 2016 for services from July 3, 2016 to August 2, 2016. On August 22, 2016, a payment in the amount of $108.34 posted to the account, bringing the account to a zero balance. It is important to note that all collection efforts were internal and by T-Mobile, therefore, there was no impact to [redacted]’s credit report. As a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a refund in the amount of $108.34 for the full final bill. The above referenced account remains closed with 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. Juan B[redacted] Executive Response

Revdex.com:
I appreciate that very much! Thank you for your help I would just like to be treated as a valuable customer given my length of services with T-Mobile. I appreciate all you have done. I can close this matter being very satisfied and will hopefully put this behind us. have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

May 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted]T-Mobile [redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 26, 2018, from Mr. [redacted] regarding the above-referenced account.  Please be advised that the account holder of record is Ms. [redacted] and that she has designated Mr. [redacted] as an authorized user of the account.T-Mobile regrets any concerns Mr. [redacted] experienced regarding the above-referenced account.  In Mr. [redacted]’s correspondence, he indicated that a handset was recently purchased on the account, at which time handset protection was added to the line of service without authorization.  The JUMP! 2 handset protection feature may be added to the account within 14 days of a qualifying event.  Qualifying events include:• Activation with EIP;• Add a line with EIP;• Handset upgrade with EIP; or• Warranty Exchange with EIP.Our records confirm that on April 7, 2018, our Equipment Installment Plan (“EIP”) program was used to purchase an Apple iPhone 8 Plus for the line of service ending in 4950.  A down payment in the amount of $79.99 was required, and the remaining balance was to be paid in 24 monthly installments in the amount of $30.00.  Our EIP program was also used to purchase an Apple iPhone 8 Plus on the line of service ending in 7303.  A down payment in the amount of $79.99 was required, and the remaining balance was to be paid in 24 monthly installments in the amount of $30.00.  At the time of the handset purchase, our JUMP! 2 handset protection feature was added to the line of service ending in 4950, at a monthly cost of $15.00.Our records confirm that on April 26, 2018, the JUMP! 2 handset protection feature was removed from the line of service ending in 4950.  Upon receipt of Mr. [redacted]’s correspondence, T-Mobile reviewed the above-referenced account, and confirmed that none of the lines of service are subscribed to handset protection.  In Mr. [redacted]’s correspondence, he indicated that handset protection had also been added to lines of service previously.  Our records confirm that the line of service ending in 0912 was previously subscribed to handset protection as well, but the feature was removed as of November 3, 2017.Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges.  However, in an effort to amicably resolve Mr. [redacted]’s concerns, on May 7, 2018, T-Mobile issued a credit to the account in the amount of $100.00 for previously billed handset protection. The account remains active, with a credit balance of $100.00.  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. 341-7995.Very truly yours,T-MOBILE USA, INC.Chris P[redacted]Executive Response

Tell us why here...
January 19, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 19, 2018, 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 that Mr. [redacted] experienced with his handset purchase and we appreciate the opportunity to respond. On December 18, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone X 64GB for the line ending [redacted]. Mr. [redacted] was asked to make a down payment in the amount of $413.47 and agree to a series of 24 monthly installments in the amount of $27.57.
On December 20, 2017, T-Mobile records confirms, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Note 8 64GB line ending [redacted]. Accordingly, Mr. [redacted] was asked to make a down payment in the amount of $355.98 and agree to a series of 24 monthly installments in the amount of $22.68.
Due to an inadvertent error, Mr. [redacted]’s original order was never fully processed. Please note, on January 9, 2018, Mr. [redacted] received a full refund. However, on January 12, 2018, T-Mobile placed another for Mr. [redacted] wherein he was required to agree to the EIP terms and conditions via email, regretfully the agreement was not signed within the 48 hour time frame which resulted in the order being cancelled. Finally, on January 17, 2018, T-Mobile re-ordered the handsets and Mr. [redacted] was instructed to accept the EIP terms and conditions via email.
In an effort to amicably resolve this matter, on January 17, 2018, T-Mobile applied a bill credit of $157.57 representing the balance on Mr. [redacted]’s December 19, 2018, billing statement. This credit brought the account balance to zero. In addition, T-Mobile will apply a bill credit of $377.00 at the time the handsets are activated. We regret any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]