T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:Regarding my complaint at T-mobile. I refuse it because they say that there is no offer but there is. I will get proof that we are not lying. We don't want to pay additional $27.82 or a restocking fee of $50. We work our way here, some of us just have enough to get above water. We are good clients but offering us something that is free which is not is such a disgrace. T-mobile is trying to fool us because they think we are not smart and we get fooled easily and they can get away with it. Thank you,[redacted]
Sincerely,
[redacted]

March 8, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 27, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding an Apple iPhone promotion. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our Executive Response Team.
Starting September 9, 2016, and for a limited time, T-Mobile was offering customers who traded in their fully paid off Apple iPhone device a new Apple iPhone 7 device for free or at a substantial discount when purchased using Equipment Installment Plan (“EIP”). EIP is a 24-month, no interest financing agreement available to qualifying customers with active service. Customers who take advantage of this offer will receive two separate credits, a trade in credit applied to their T-Mobile account, and a monthly promotional credit applied to their EIP for the Apple iPhone 7 device. Please note the trade in device must be in good working condition with the “Find My iPhone” feature disabled in order to qualify for the promotion.
T-Mobile records indicate on September 12, 2016, Mr. [redacted] took advantage of this promotion with the purchase of an Apple iPhone 7 device for his line ending in 4480. Mr. [redacted] indicated he would be trading in his fully owned Apple iPhone 5s device. Regrettably, upon receipt of Mr. [redacted]’s Apple iPhone 5s device, it would not power on causing Mr. [redacted] to not receive the above promotion. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this promotion.
In an effort to amicably resolve this matter, T-Mobile ended the EIP for Mr. [redacted]’s Apple iPhone 7 device for his line ending in [redacted] by creating a charge of the remaining amount owed of $218.73 and he will no longer see the monthly equipment charges. T-Mobile issued a credit of the same amount to offset this charge. Additionally, T-Mobile issued a credit in the amount of $150.00 for the previous months Mr. [redacted] paid the monthly equipment charges. These credits impacted the balance on the account and leave a credit balance in the amount of $368.73 which will apply to future billing statements. 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.
Jennifer G[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.
 
Thank you, the prepaid card arrived today in the mail.  That concludes what I would expect to receive.  Now T Mobile and I are right. 
 
Thank you for interceding for me.  Sincerely, [redacted]

October 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 7, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any continued concerns Ms. [redacted] has experienced. Upon speaking with Ms. [redacted] on October 19, 2016, T-Mobile determined that Ms. [redacted]’s handset was in fact non-working. As outlined in our previous letter to your office, Ms. [redacted] had a limited warranty on her handset during which she is eligible to receive an advanced replacement of her 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. In an effort to amicable resolve this matter, T-Mobile has replaced Ms. [redacted]’s non-working Apple iPhone 6 Plus with a brand new Apple iPhone 6 Plus. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. James H[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]

July 12, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile Inc. (“T-Mobile”) is in receipt...

of your c[redacted]pondence dated July 2, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced when trying to complete a device upgrade on July 1, 2016, through Customer Service. As Ms. [redacted] indicates in her correspondence, she contacted us to take advantage of the T-Mobile’s July Promotional Offer where customers can get an additional $150.00 off the already discounted price on the Samsung Galaxy S6 edge and S6 edge+ with an eligible plan. Regrettably, the call disconnected prior to the completion of the order and Ms. [redacted] was unable to reach us when she called back. Please note that Puerto Rico Customer Service operations hours are from 6:00 a.m. to 10:00 p.m. each day. We regret any inconvenience this may have caused Mrs. [redacted]. In an effort to amicably this resolve matter, we offered to complete the equipment order at regular price and apply a credit of $150.00 toward Equipment Installment Plan balance on the account to match July 1, 2016, equipment offer price and a credit of $17.25 for applicable taxes. This credit will reduce Mrs. [redacted]’s equipment balance to $349.99 and the number of remaining monthly installments will be reduced from 24 installments to 17 installments. Ms. [redacted] accepted this as a resolution to her concerns. T-Mobile appreciates Mrs. [redacted]’s continued business. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact us at T-Mobile Puerto Rico, P.O. Box 191957 San Juan PR 00919-1957. Very truly yours, T-MOBILE, Anthia *. T[redacted] Executive Response

October 24, 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 14, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets that Ms. [redacted] has had past issues with T-Mobile and that she is currently experiencing issues with her Samsung Galaxy Note Edge device. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Note Edge handset on May 27, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional Premium Handset Protection (“PHP”) feature. 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 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. On September 9, 2016, Ms. [redacted] contacted T-Mobile as she was experiencing issues with her Samsung Galaxy Note Edge. T-Mobile processed a handset exchange after troubleshooting the handset. Unfortunately, Ms. [redacted]’s specific device, the Samsung Galaxy Note Edge was not available at the time of the exchange, so T-Mobile sent Ms. [redacted] a comparable device, which was the Samsung Galaxy Note 5 device. On September 20, 2016, Ms. [redacted] contacted T-Mobile’s Customer Care after receiving the Samsung Galaxy Note 5 to report that she would rather T-Mobile send her the same make and model she initially had. T-Mobile processed another handset exchange for the Samsung Galaxy Edge device, however another Samsung Galaxy Note 5 was sent to Ms. [redacted], based off of availability. 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 contacts with our Customer Care team. Ms. [redacted] references in her correspondence that she had multiple billing issues with T-Mobile. T-Mobile’s Executive Office was able to determine that the billing issues Ms. [redacted] was experiencing were with regarding the mobile number ending in 9734. Ms. [redacted] advised that this mobile number was not to be active on her account and she requested all charges associated with the mobile number to be removed. Our records reflect that the mobile number ending in [redacted] was activated on September 19, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile’s Executive Office has cancelled the mobile number ending in 9734, effective immediately, adjusting all charges associated with the mobile number which totaled $29.90. In addition, T-Mobile has agreed to send Ms. [redacted] a Samsung Galaxy Note Edge device directly from our office in exchange for the non-working Samsung Galaxy Note Edge which is to be returned to our office. Ms. [redacted] has been instructed to return her non-working handset directly to my attention at: Executive Response Attention: Lupe C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Finally, as Ms. [redacted] was experiencing issues with receiving her Samsung Galaxy Note Edge and with her billing, T-Mobile has offered to adjust Ms. [redacted]’s past due account balance which totaled $192.68. This credit has updated the account balance to $288.09, which is due on November 3, 2016. Ms. [redacted] has accepted this as a resolution to all concerns referenced in her correspondence. 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. Lupe C[redacted] Executive Response

July 6, 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 June 30, 2015, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile records confirm that pursuant to Mr. [redacted] request, his rate plan was changed to the $50.00 Select Choice Family Time Unlimited Talk and Text promotional plan. Records confirm that mobile number ending in [redacted] was a Mobile Broadband line and was subscribed to the $20.00 Simple Choice Mobile Broadband plan. Mobile numbers ending in [redacted] and [redacted] are subscribed to the $10.00 Simple Choice 3GB data feature. Further records confirm that Mr. [redacted] was receiving both a promotional limited time $5.00 monthly discount, which was active for six months, as well as a $10.00 monthly Mobile Broadband discount, which reduced the monthly cost of his Mobile Broadband line to $10.00. Furthermore, Mr. [redacted] account is currently receiving a 15% monthly corporate discount for [redacted] Company. Additional records confirm that on June 17, 2015, mobile number ending in [redacted] was converted from a Mobile Broadband line to a voice line. T-Mobile sincerely regrets any issues Mr. [redacted] encountered with converting his Mobile Broadband line into a voice line. Pursuant to Mr. [redacted] request, the $10.00 Simple Choice 3GB data feature was added to number ending in [redacted]. Please note that Mr. [redacted] rate plan supports two voice lines. Any additional line is billed at $5.00 per month. Records confirm that the $5.00 monthly discount has expired. In addition, since Mr. [redacted] elected to convert number ending in [redacted] to a voice line, he is no longer eligible to receive the $10.00 monthly Mobile Broadband discount. Mr. [redacted] estimated monthly cost is $98.35 before his 15% monthly discount. Mr. [redacted] advised that he is satisfied with his monthly cost. T-Mobile regrets any incorrect information Mr. [redacted] received regarding the cost of his service. In an effort to amicably resolve this issue, T-Mobile has applied a $100.00 credit to Mr. [redacted] account. This credit reduced Mr. [redacted] outstanding balance to a credit balance of $51.90. Mr. [redacted] may verify this by visiting www.T-Mobile.com or dialing #225# on his mobile device. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

November 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 November 21, 2016, from [redacted] regarding the above-referenced account. Please be advised that Ms. [redacted] is an authorized user on the above mentioned account. T-Mobile regrets any concern Ms. [redacted] has with her bill. T-Mobile records reflect that Ms. [redacted] currently has our 10GB plan for two lines for only $100.00 per month. Additionally, Ms. [redacted] has a $12.00 insurance feature on the line ending in [redacted] and a $10.00 insurance feature on the line ending in 2168. Please note that every voice line is assessed a regulatory fee in the amount of $2.71. Ms. [redacted] has an estimated monthly recurring charge of $130.76, including taxes, for her services. However, it should be noted that when Ms. [redacted] activated her business account, T-Mobile had a limited time promotion for new and existing Business/Government customers to receive up to a $350.00 port-in credit for each new voice line of service ported-in and activated on a Simple Choice business plan with paid data per line. The promotion offered a credit of $100.00 per line after 90 days as a lump sum credit. Additionally, if customers elected to have $20.00 of paid data or 10GB or higher of data, they would receive a $10.00 credit per month over 25 months totaling $250.00. T-Mobile records reflect on December 6, 2015, two $100.00 credits were applied to Ms. [redacted]’s account. Ms. [redacted] also qualified for the two $10.00 credits which were applied as of December 6, 2015. As such, the bill credits that are being applied reduce Ms. [redacted]’s monthly recurring charges down to $110.76 for her services. On September 2, 2015, Ms. [redacted] qualified for and took advantage of our JUMP On Demand (“JOD”) offering with the lease of an iPhone 6 Plus 16GB handset. JOD is a new way for customers to upgrade to the hottest devices whenever they want. JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. At the time of Ms. [redacted]’s lease, she was not required to make a capital cost reduction payment. Ms. [redacted] agreed to a series of 18 monthly payments in the amount of $31.00, which appeared on the first bill following the lease agreement of the device. At the time of Ms. [redacted]’s lease agreement, she traded in an iPhone 6 64GB handset which qualified her for a monthly credit in the amount of $12.00, which would bring her monthly payment for her iPhone 6 plus down to $19.00 a month. On May 14, 2016, Ms. [redacted] qualified for and took advantage of our JOD offering with the lease of an iPhone 6 64GB handset. Ms. [redacted] was not required to make a capital cost reduction payment but agreed to a series of 18 monthly payments in the amount of $27.00, which appeared on the first bill following the lease agreement of the device. Lastly, on May 14, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two accessories for the iPhone 6. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Ms. [redacted] was not required to make a down payment; however, she agreed to pay $6.37 for the taxes on the full retail price. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $3.55, which appeared on the first bill following the purchase of the device. The billing statement sent on September 28, 2016, reflected a balance of $195.02. This balance consisted of monthly recurring charges of $197.23 for services used from August 28, 2016, to September 27, 2016, and a credit balance of $2.21. On October 2, 2016, Ms. [redacted]’s promotions on her account took affect and reduced her balance by $32.00. Additionally on October 7, 2016, Ms. [redacted] made a payment in the amount of $140.00 bringing her balance down to $23.02. The billing statement sent on October 28, 2016, reflected a balance of $220.14. This balance consisted of monthly recurring charges of $197.12 for services used from September 28, 2016, to October 27, 2016, and a past due balance of $23.02. On November 1, 2016, Ms. [redacted]’s promotions on her account took affect and reduced her balance by $32.00. On November 11, 2016, Ms. [redacted] made a payment in the amount of $150.00 bringing her balance down to $38.14. Upon speaking with Ms. [redacted] on November 28, 2016, T-Mobile explained the current charges on her account and advised Ms. [redacted] that her charges are correct; however, in an effort to amicably resolve the matter, T-Mobile issued a credit of $38.14, resulting in a zero balance. Ms. [redacted] should expect her monthly bill to be approximately $160.31 due on the 20th of every month. Ms. [redacted] has agreed to our resolution. 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

Complaint: [redacted]
I am rejecting this response because: Abigail was not unsuccessful with anything. I tried calling her back 9 times and always got her voicemail. I left 7 messages and never received a return call. She only ever called me during work and I can't answer the phone at work. I should have been able to return my phone with no hassle and was not. She never resolved any of my issues. And I don't understand why Tmobile can't guarantee coverage. I was never able to reach Abigail and I feel like I was being avoided. Nothing was resolved because I was unsuccessful in reaching her 9 times. I attached a screenshot to prove my case.
Sincerely,
[redacted]

December 21, 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 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Mr. [redacted] with regards to his T-Mobile payment. Our records indicate that on November 27, 2016, Mr. [redacted] agreed to a two-part payment arrangement which consisted of a direct debit from his bank account for the dates of December 11, 2016, in the amount of $22.51 and December 25, 2016, in the amount of $90.05. It is important to note that when a payment arrangement is agreed to, the date of the payment arrangement cannot be changed but the payment option associated with the payment arrangement can be removed prior to the arrangement date if requested by the customer. On December 8, 2016, Mr. [redacted] remitted a cash payment in the amount of $22.51 at a T-Mobile retail store to replace his December 11, 2016, payment arrangement but as he did not request to have his credit card removed from this arrangement, therefore, the payment was debited from his bank account on the payment arrangement date. T-Mobile regrets any inconvenience to Mr. [redacted]. On December 20, 2016, in an effort to amicably resolve this matter, T-Mobile issued two separate refunds to Mr. [redacted]’s original form of payment totaling $61.98 which he will receive within three business days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

July 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 6, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. We regret to hear of the billing concerns that Mr. [redacted] experienced. T-Mobile offers corporate discounts to individuals who are active employee’s at large businesses that are included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This is a grandfathered program that allowed 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 periodically to maintain their monthly discount. If T-Mobile does not receive the proof of employment during this re-verification period their eligibility the discount is removed. According to our records Mr. [redacted] was sent a notification on May 19, 2015, to re-verify his employment with Ford Motor Company. Unfortunately, we did not receive the proof of employment and as such on July 24, 2015, the discount was removed. We regret if Mr. [redacted] did not receive the notification that was sent to re-verify his employment status. Although it is T-Mobile’s position that Mr. [redacted]’s discount was removed according to the program eligibility requirements, on July 5, 2016, we received Mr. [redacted]’s proof of employment and have re-added the discount. It should be noted that the discount may take one to two billing cycles to appear from when the application is submitted and approved. Additionally, as a courtesy and in an effort to amicably resolve Mr. [redacted]’s concerns for the missing discount, T-Mobile offered a credit for $176.33; which is for the 15% monthly discount he did not receive on the last 11 billing statements. Please note that on July 7, 2016, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Christina S[redacted] Executive Response

May 2, 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]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 20, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding his handset. T-Mobile records indicate that on December 2, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 5. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device which expired on December 2, 2016.
Our records show that on November 15, 2016, Mr. [redacted] subscribed to our JUMP! 2 feature which provides customers all the coverage offered by our Premium Handset Protection (“PHP”) bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period.
Please be advised that physical damage is not covered under the extended warranty, therefore Mr. [redacted]’ handset would need to be replaced through the handset insurance before it would be considered eligible for a JUMP! upgrade. It is also important to note that in order to take advantage of our JUMP! upgrade, the account must be in good standing. T-Mobile records confirm that on April 12, 2017, Mr. [redacted] made a payment in the amount of $555.00. The payment covered a portion of Mr. [redacted]’s billing cycle from February 19, 2017, through March 18, 2017, due April 11, 2017, in the amount of $694.00 which included monthly recurring charges, taxes and fees, and a past due amount of $554.15.
As we want to ensure that our customers are provided the best experience possible, on May 1, 2017, T-Mobile offered to replace Mr. [redacted]’s Note 5 with a new Samsung S7. Mr. [redacted] has declined our offer due to wanting to us his JUMP! upgrade. T-Mobile has set a follow up with Mr. [redacted] on May 5, 2017, to process the JUMP! upgrade.
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

Revdex.com:
The bank statement will be forwarded to that appropriate department This week. My only concern is that payments that were made in cash last year 12/08/15 at the T-mobile store in East Liberty are gone forever and that is not fair. No one has Money to waste and it is T-Mobile's responsibility to locate those payments. 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 have mailed the device back to T-mobile, confirmation # [redacted] Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:Even though I should have purchased directly from T-Mobile, their associates should have stated that even though the phone is payed off they will still block the phone if an account isn't paid off. Therefore T-Mobile miss lead me and could have resolved the issue but they are not willing to help in any way. When talking with the associate I got the excuse I'm sorry but there's nothing I can do. T-Mobile could unblock the phone and go after the people who's account is over due but in stead they want to block a phone that's paid off and not help. 
Sincerely,
[redacted]

Sorry that not responding sooner, I spoke to someone name Christian S[redacted] promise to go in to the account to reverse the charges for the months I paid for but didn't use and the lines that was supposed to be cancelled.Ms. S[redacted] stated that some of the money would be put to pay off the my devices I had. waited a few days  check the account didn't see the paid off but saw the credit wait another 2days still didn't see it so I try to reach out to Ms.S[redacted] no response

June 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 9, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets Ms. [redacted]’s concern regarding her JUMP! On Demand (“JOD”) promotional credits not being applied to her account and we appreciate the opportunity to address her concerns. Please note that the JOD Amped Apple iPhone 6 promotion, offered a $12.00 per month bill credit toward the $27.00 JOD lease payment for the 18 month term of the lease. It is also important to note that the promotion required a smartphone trade-in for eligibility. Ms. [redacted] confirms that she did not trade-in any handsets when she purchased her two Apple iPhone 6 handsets with JOD thus making her ineligible for the $12.00 per month bill credit. Nevertheless, T-Mobile has manually applied account credits totaling $276.77 toward the first 10 lease payments for the handsets. In an effort to resolve this matter amicably, T-Mobile has agreed to apply a $27.00 manual account credit on the June 22, 2016, through the January 22, 2017 billing statements toward the remaining 8 lease payments. Ms. [redacted]’s monthly recurring charges, JOD lease payments and applicable taxes are estimated to total $163.04 each billing cycle. The account currently has a credit balance of -$54.00. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her business. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

June 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 May 30, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
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 Executive Response team.
T-Mobile regrets that Ms. [redacted] is dissatisfied with our previous response. Our records confirm that Ms. [redacted] activated her account on December 12, 2009, and as of January 16, 2017, had four active lines of service. On February 19, 2017, Ms. [redacted] subscribed to our T-Mobile ONE Taxes Included rate plan at $130.00 monthly for the first two lines of service, and $25.00 monthly for each of the two additional lines of service. Ms. [redacted]’s line of service ending in [redacted] was subscribed to Name ID at $4.00 monthly, JUMP! handset protection at $12.00 monthly, and our Stateside International Discounted Dialing at $15.00 monthly. The line of service ending in [redacted] was subscribed to Name ID at $4.00 monthly as well as JUMP! handset protection at $12.00 monthly. Ms. [redacted]’s line of service ending in [redacted] was subscribed to JUMP! handset protection at $12.00 monthly, as well as Stateside International Discounted Dialing at $15.00 monthly. Finally, the line of service ending in 7435 was subscribed to Stateside International Discounted Dialing at a promotional rate of $10.00 monthly. As such, Ms. [redacted]’s monthly access charges were $264.00.
On October 27, 2016, Ms. [redacted] used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 7 Plus handset. Ms. [redacted] remitted a down payment in the amount of $149.99, and agreed to 24 monthly installments in the amount of $30.00 for the remaining balance. Ms. [redacted] used our EIP program once again on January 16, 2017, to purchase a Samsung Galaxy ON5 handset. Ms. [redacted] was not required to remit a down payment, and she agreed to 24 monthly installments in the amount of $6.00. Please note that if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase.
Our records confirm that Ms. [redacted] cancelled her account on April 9, 2017, when she ported all four of her numbers to another provider. At the time of cancellation, the account reflected a balance owed in the amount of $194.72. As Ms. [redacted] had active EIPs at the time of cancellation, the remaining balances were assessed to the final billing statement. Ms. [redacted]’s final billing statement was dated April 19, 2017, and was in the amount of $983.53, for monthly access charges, and the remaining handset EIP balances. This brought the balance owed on the account to $1,178.25. On May 16, 2017, T-Mobile issued credits to the account in the amount of $87.46, to prorate the monthly access charges. On May 18, 2017, Ms. [redacted] remitted a payment in the amount of $200.00, which reduced the balance owed to $890.79. Based on the above, it is T-Mobile’s position that the balance is valid and owed.
However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile is offering to allow her to return the Apple iPhone 7 Plus and Samsung Galaxy ON5 handsets to our office in good working order, and upon receipt and inspection, T-Mobile will close the account with a zero balance. The handsets can be mailed to my attention to the following address:

T-Mobile USA, Inc.
Attn: Chris P[redacted]
c/o Executive Response
P.O. Box 37380
Albuquerque, NM 87176
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 handsets, batteries, chargers 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 handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed. T-Mobile requests that Ms. [redacted] return the handsets to the address above no later than June 15, 2017, to accept his offer as resolution to her concerns. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[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. Thank you again for your accommodations.Sincerely, [redacted]