T-Mobile Usa Inc

August 25, 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 August 14, 2017, regarding the above-referenced account.  Please be advised that [redacted] and [redacted] is the same person. T-Mobile is pleased to report that we spoke to Ms. [redacted] and she confirms that her concerns have been resolved to her satisfaction.   T-Mobile regrets any concerns Ms. [redacted]’s has in regards to her 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 Ms. [redacted]’s contact with our Customer Care or retail location.   T-Mobile records indicate on April 21, 2015, Ms. [redacted]’s qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 32GB handset.  T-Mobile records reflect that Ms. [redacted]’s was not required to remit a down payment; however, she agreed to a series of 24 monthly installments in the amount of $28.33 added to her monthly billing statement.    It is important to note that should service be cancelled prior to the terms of an EIP being met, any remaining EIP balance will accelerate and become due in full on the final billing statement.    On October 1, 2015, T-Mobile records indicate that Ms. [redacted]’s account was canceled pursuant to her request. The final billing statement issued November 2, 2015, reflected a balance of $700.60 due by November 22, 2015. This balance consisted of a past due balance of $190.66 which Ms. [redacted] paid on November 2, 2015, which reduced the final billed charges to $509.94 for the remaining EIP charges.   T-Mobile record confirms that we received the Samsung Galaxy S6 32GB handset on December 21, 2016.  However, As Ms. [redacted] returned the handset outside of the 14 day return period that T-Mobile provides the balance was not removed from her account.   In effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $509.94 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.  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.   Nicole C[redacted] Executive Response

September 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 August 31, 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 any inconvenience Mr. [redacted] may have experienced with respect to his Carrier Freedom reimbursement. Please be assured that we make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent experience with our Customer Care.

In order to qualify for the Carrier Freedom reimbursement, Mr. [redacted] was to trade-in the handset he was using with his previous carrier, and then submit his final bill from his previous carrier online at www.Switch2T-Mobile.com. The final bill was to include the final equipment charges and Early Termination Fees charged by his previous carrier. T-Mobile records confirm that on April 26, 2017, Mr. [redacted] submitted the above documentation, however it did not include the final equipment charges and Early Termination Fees charged by his previous carrier and as such his reimbursement was declined.
It is important to note that in Mr. [redacted]’s correspondence, he indicated that he was to receive a Carrier Freedom reimbursement in the amount of $538.12, however on September 5, 2017, Mr. [redacted] submitted all of the documentation which included the requested information and we were able to calculate the reimbursement amount of $377.87. As result, a prepaid debit card in the amount of $377.87 was processed on the above date and will be delivered to Mr. [redacted]’s billing address within three weeks to his billing address.
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

April 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 April 18, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account balance and her efforts to create a payment arrangement.
As Ms. [redacted]’s JUMP! On Demand leases had been closed as she had completed the 18 month lease term, her billing statement dated March 5, 2017 included her four JUMP! On Demand purchase option charges for her equipment originally obtained on our lease program. The $702.68 charge for Ms. [redacted]’s JUMP! On Demand leases was applied to her monthly recurring charges.
As Ms. [redacted]’s JUMP! On Demand leases had ended, she was presented the ability to either return the equipment to a local T-Mobile retail store and complete the JUMP! On Demand lease, purchase the equipment by remitting payment in full for the purchase option price plus applicable taxes, and or breaking up the purchase option price over a period of nine months on our Equipment Installment Plan (“EIP”).
Unfortunately as with an EIP, customers account must be current prior to the start of a new installment plan. As Ms. [redacted] did have an outstanding balance, she was initially unable to create an EIP for her JUMP! On Demand purchase option charges. However April 13, 2017, Ms. [redacted] was successfully able to create her EIP for her phone handsets and as such, the charges of $702.68 which were applied to her billing statement dated March 5, 2017, were credited.
Ms. [redacted]’s updated balance is $604.70 which includes her billing statement dated April 5, 2017 and March 5, 2017. Please note, Ms. [redacted]’s billing statement dated April 5, 2017 includes four restore from suspension fees as her four lines of service were interrupted for her past due balance. However on April 18, 2017, Ms. [redacted] had a credit of $92.24 applied to her account which represents the four restore from suspension fees and applicable taxes. Ms. [redacted]’s updated balance is $512.46.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

April 17, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327              ...

Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account.    T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that November 21, 2016, Ms. [redacted] placed an order for two System Identifying Module (“SIM”) cards for two new lines of service in order to attempt to take advantage of our 2016 Friends and Family 2 Lines On Us promotion.   Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 Lines On Us to new or existing customers like Ms. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Ms. [redacted] is required to maintain her T-Mobile ONE or qualifying Simple Choice rate plan.  The free lines must be newly added lines, not existing lines, and customers are only eligible to have up to two free lines per account.    Our records reflect that as Ms. [redacted] is currently on a promotional $120.00 4th Line Free Simple Choice rate plan, she was eligible for one additional free line of service with the 2016 Friends and Family 2 Lines on Us promotion as she is already receiving one line of free which is built into her existing rate plan. As such, on March 1, 2017, Ms. [redacted]’s number ending [redacted] was enrolled in the promotion. We apologize for the inconveniences this has caused Ms. [redacted].   Our records further reflect that on March 4, 2017, Ms. [redacted] added a new line of service with mobile number ending [redacted] during our 2017 Free Add-A-Line: This One’s On Us! promotion. Starting March 1, 2017 and ending at on March 5, 2017, postpaid and @Work customers on an eligible plan who have a minimum of two voice lines can activate one additional line for free. As Ms. [redacted] rate plan met the requirement, therefore, her line of service was enrolled to receive a promotional bill credit to cover the add a line fee as long as she maintains eligibility. Please note that Ms. [redacted] will still be responsible for the taxes associated with the free lines of service.   Finally, on March 3, 2017, through March 9, 2017, customer had an opportunity to get an Apple iPhone 7 32GB for free or an Apple iPhone 7 Plus 32GB for $100.00 after instant trade-in and mail-in rebate when trading in a qualifying device and port in a number. Our customers must complete the purchase through our Equipment Installment Plan (“EIP”) and with an Unlimited Data feature. If a customer chose the iPhone 7 32 GB Plus model there was a cost increase of $100.00.  Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.   On March 5, 2017, Ms. [redacted] upgraded to two iPhone 7 Plus 32GB and one iPhone 7 128GB through EIP. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $49.99 for each iPhone 7 Plus 32GB and $125.99 for the iPhone 7 128GB and agree to a series of 24 monthly installments in the amount of $30.00 for each iPhone 7 Plus 32GB and $26.00 for the iPhone 7 128GB.   Additionally, we have confirmed that Ms. [redacted] ported in her numbers [redacted] and [redacted] to meet the eligibility for the mail in rebate for the new devices. Regrettably, Ms. [redacted] was not on an unlimited data plan and was not eligible for the promotion.   Nevertheless, our promotions team authorized a rebate for the mobile number [redacted] sending a prepaid debit card in the amount of $551.99 on April 14, 2017. Please note that it can take up to 10 business days for it to be delivered.   Although, it is T-Mobile’s position that Ms. [redacted] was not eligible for the iPhone 7 promotion for her mobile number ending [redacted] and [redacted] as they did not have an unlimited feature, as a courtesy and in an effort to amicably resolve her concerns, we have issued a one-time credit for $1,083.98 to honor the promotion. The adjustment was applied to the EIP balance, leaving a balance due of $108.01 on each device. Please note the additional payment will reduce the length of time it will take to pay the entire balance, but will not reduce the amount of any future regular monthly EIP payments.   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 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 16, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that
[redacted] is the account holder of record. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding international usage charges assessed to her account. Based on T-Mobile’s review, we have confirmed that the international rates for Ms. [redacted]’s T-Mobile ONE rate plan, when using her services in the United Kingdom, are $0.20 per minute when using voice calling and unlimited text messaging and data access. Furthermore, the T-Mobile ONE rate for using services in Nigeria are $4.19 per minute when using voice calling, $0.50 per text message sent, and $15.00 per megabyte of data used. Please be advised that customers may check the international usage rate for any country by visiting www.T-Mobile.com/international.
Records confirm that during Ms. [redacted]’s May 2017 billing period, international usage charges totaling $735.50 were assessed to her account for usage while travelling in the United Kingdom and Nigeria. While it is T-Mobile’s positon that the charges are valid, on May 15, 2017, in an effort to resolve the matter, T-Mobile applied a credit in the amount of $518.14 for a portion of the above-referenced international usage charges.
Nevertheless, in a continued effort to amicably resolve the matter and upon speaking to Ms. [redacted], on May 22, 2017, T-Mobile agreed to apply an additional credit in the amount of $217.36 toward Ms. [redacted]’s account for the remaining international usage charges from the May 2017 billing statement. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns.
Ms. [redacted]’s account remains active with a balance of $370.61 which consists of monthly access charges, monthly Equipment Installment Plan ("EIP") installments, monthly JUMP! On Demand ("JOD") lease installments, applicable taxes, and fees from the billing statement dated May 8, 2017, which is due on May 28, 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.
Brandon M[redacted] Executive Response

March 18, 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 March 5, 2016, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that Ms. [redacted] has been designated as an authorized user of the account. T-Mobile regrets the concerns Ms. [redacted] experienced with her device and the unexpected out-of-warranty fee. T-Mobile records confirm that on Ms. [redacted]’s billing statement dated February 24, 2016, her account was billed an out-of-warranty fee totaling $434.40 including taxes. T-Mobile records reflect that on January 18, 2016, Ms. [redacted] completed a handset exchange for her non-working device under the terms of the Limited Warranty guidelines. Upon receipt of Ms. [redacted]’s non-working handset we examined it and it was found to have sustained damage to the LCD screen, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee should have been read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the user’s manual and in the material that accompanies the replacement handset. Further review confirms that on March 4, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, Customer Care issued a one-time courtesy credit in the amount of $434.40. Ms. [redacted]’s account currently reflects a credit balance in the amount of $490.73. 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. Maggie R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I am a loyal customer and should be compensated as so. Not happy til done so.
Sincerely,
[redacted]

November 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 8, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her billing concerns. We appreciate the opportunity to respond to this matter. T-Mobile records indicate that on August 5, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 handset for use on mobile number ending [redacted]. 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. Please note that our records do not indicate that Ms. [redacted] was required to remit a down payment, however she agreed to a series of 24 monthly installments in the amount of $24.17 add to her monthly billing statement. It is important to note that should service be cancelled on an account prior to the terms of the EIP being satisfied, any remaining EIP balance will accelerate and become due in full on the final billing statement. A Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile investigated this matter and found that the COR for Ms. [redacted]’s mobile number ending in [redacted] was processed on September 15, 2016. As of that date, Ms. [redacted] was no longer financially responsible for the mobile number ending in [redacted]. Our records do not indicate that the new customer accepted the transfer of the associated EIP for mobile number ending [redacted]. It is important to note that customers may request that an EIP be transferred between accounts after a COR is completed, so long as the new customers’ account is in good standing and so long as the new account holder is qualified for such financing, however the new account holder must accept the transfer of the EIP. T-Mobile records confirm that Ms. [redacted]’s above-referenced account was assessed $241.61 in accelerated EIP charges on a billing statement dated October 16, 2016. As the EIP was not transferred to the new account holder, it is T-Mobile’s position that the charges are valid and owed. However, in the Un-carrier spirit, on November 11, 2016, T-Mobile elected to absolve Ms. [redacted] of the remaining EIP charges and issued a one-time credit to her account in the amount of $241.61. As such, Ms. [redacted]’s account balance was updated to reflect a zero balance. Please note that Ms. [redacted]’s account remains closed with a zero balance. 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. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Jason A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:
It's it's funny how he said that I never got back to him and that he attempted to reach out to me multiple times but just like I wrote in my email I have work Monday through Friday from 8 to 5 if he called me after that I would be glad to talk to him so I asked him for his email address and he gave me the email address. I sent him a meme email explaining the situation somewhat I didn't want to go into detail because of the fact that I wasn't on the phone but I gave him the gist of it and sent him screenshots of what I was talking about so for him to tell me that I need a specific address is bull. Because you don't need a specific address when you sit here and advertise that you get LTE coverage throughout America that's not one specific address so don't sit here and tell me that you need a specific address that I need to give you. My point is that you guys are liars just like you stated that I never got back to you yet there are screen shots of me responding. sincerely,
[redacted]

December 19, 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 December 6, 2017, regarding the above-referenced account.
T-Mobile is sorry to have lost Mr. [redacted] as a customer and we regret hearing of his concerns with his T-Mobile account final balance and status. Please be assured that we make every effort to provide complete and accurate information to our customers and we apologize if Mr. [redacted] feels that this was not his experience.
T-Mobile records confirm that Mr. [redacted] canceled his T-Mobile account on July 13, 2016, when he ported his mobile number to a different service provider. Mr. [redacted]’s billing cycle ran from the 21st of one month to the 20th 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 July 20, 2016.
Mr. [redacted]’s final billing statement dated July 21, 2016, reflected a balance in the amount of $105.18 which consisted of monthly service charges for the billing period from June 21, 2016, to July 20, 2016. Due to non-payment, on October 19, 2016, the account was transferred to third-party collection agency, Convergent Outsourcing Inc., and a collection fee in the amount of $26.30 was assessed to the account updating the balance to $131.48. Our records confirm that Mr. [redacted] paid this balance in full on November 28, 2017, updating the collection status to “paid in full”.
Upon review of the account and Mr. [redacted]’s, correspondence, and in an effort to amicably resolve this matter, on December 14, 2017, 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. T-Mobile appreciates the opportunity to respond to Mr. [redacted] and we regret any inconvenience to him.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted]
Executive Response

July 15, 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 10, 2015, regarding the above-referenced account.  T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
 
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation.  As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited.  To be eligible for reimbursement, the T-Mobile account must be in good standing.  As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.  Please be advised that based on a review of www.switch2t-mobile.com, T-Mobile has not received a submission for Ms. [redacted] account. 
 
T-Mobile records confirm that on June 14, 2015, Ms. [redacted] activated her T-Mobile account.  At that time, our records confirm that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 4 handset, an Apple iPhone 6 handset, and a ZTE Mobile Hotspot device.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments.  Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $132.00 and agree to a series of 24 monthly installments in the amount of $55.32.
 
According to a review of RMA # [redacted], associated with the trade-in of Ms. [redacted] handset from her previous service provider, T-Mobile has confirmed a maximum trade-in credit offer of $169.00 for Ms. [redacted] Samsung Galaxy Note Edge handset.
 
According to our records, at the time of Ms. [redacted] above-referenced account activation, Ms. [redacted] selected the promotional $100.00 Simple Choice Family Unlimited Talk, Text, and Data rate plan which offers unlimited nationwide calling, messaging, and 4G LTE data with 7 gigabytes (GB) of smartphone mobile hotspot (SMHS) for two lines of service with each additional line starting at $40.00 per month.  Additionally, Ms. [redacted] selected the $20.00 Simple Choice 1GB Mobile Internet rate plan for the mobile number ending in [redacted].
 
T-Mobile records confirm that Ms. [redacted] mobile numbers ending in [redacted] and [redacted] are subscribed to the $10.00 Jump! 2 feature.  Additionally, Ms. [redacted] mobile number ending in [redacted] is subscribed to a Name ID feature which displays the name and number of the incoming mobile or landline caller even when the caller isn't in the customer's address book for a monthly charge of $3.99.   The estimated cost per month for all of the services described, including Ms. [redacted] EIPs is $199.31 before applicable taxes and fees.
 
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.  Please note that 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.
 
As of the time of Ms. [redacted] above-referenced equipment purchase, T-Mobile provided a fourteen (14) day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs.  If the equipment was not acceptable, it 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.  It is T-Mobile’s position that Ms. [redacted] is now beyond the above-referenced return period and is ineligible to return her equipment for a refund. 
 
However, as a courtesy and in an effort to amicably resolve this matter, Ms. [redacted] may cancel her T-Mobile account by transferring her mobile numbers to another provider and return her handsets, chargers, and hotspot device to my attention at the following address: 
 
Executive Response
Attn: Brandon M[redacted]
Albuquerque, NM 87107
 
When the handsets have been received in acceptable condition, T-Mobile will credit the account balance to zero.  T-Mobile recommends that Ms. [redacted] send the devices via a traceable carrier, requests a tracking number when shipping, and includes her account information in the box to ensure proper credit is given to the correct account.  Please note that if the handsets are not received within thirty (30) days from the date of this letter, Ms. [redacted] will remain responsible for her total equipment installment plan balance and any service related charges.  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.
 
Brandon M[redacted]
Executive Response

Subject: Re: Revdex.com COMPLAINT # [redacted]Good evening and thank you My complaint is hat Tmobile is trying to charge me months of service after I canceled my service and paid my final bill. I should not have an balance at all with Tmobile.  They have never reached out to me making me aware of any balance. I feel they are being fraudulent with fake charges. Not to mention had I had a true balance with them I would not have been able to get service with Verizon which I have been with now for two years. I was a great customer to Tmobile and I feel they are being dishonest and unethical. The next step after filing through you all, and if they do not remove this balance from my credit report I will contacting my family lawyer and taking this to social media. My frustration is not with you all of course but Tmobile. When I contacted Tmobile  about my balance. They said they had no info on me at all to contact the collection agency which I did and hat was supposed to call me (per them) yesterday 2/1/18 with their response in which again did not happen. Thank you. If anyone needs to contact me directly by phone my number is [redacted]. Thank you Sent from my iPhone

Complaint: [redacted]
I am rejecting this response because:  Yes this here is odd; he again complains that I was uncontactable, but upon receiving his email I replied back, but he does not acknowledge that and he didn't respond back himself. I would like T-Mobile to furthermore acknowledge their business infringes the Americans with Disabilities Act. I'm a bed ridden old man with brain damage, here is my neuro-psych eval stating basically such: [redacted]The documents indicates due to brain damage I suffer visual memory and auditory retention issues. Given T-Mobile's lack of ADA compliance, they practice really shady communication skills, evidenced by the screen shots of conversations I attached before. They fail to ensure disabled customers have access to their businesses and are treated fairly. I clearly told the representative "yes" to sign me up. The rep performed no further discussion about it. They waited hours to respond to a question I had on an unrelated switch to T-Mobile One issue, and given my disability I was left clueless as to whether I was signed up for the free add a line or not. T-Mobile blames me for the matter, and at which point I'm to blame is limited to my disability, and T-Mobile's lack of ADA compliance. And now, T-Mobile "declines to acknowledge" their issues, in order to save money to boost profit by attempting to charge me for the free line and have every complaint filed against them dismissed in a strong armed fashion. As a person with disabilities, I was unable to follow T-Mobile's conversation with me, in which they refused to even discuss the matter or follow up with it, and they didn't even tell me they had failed not to add the extra line. As a disabled person, I'd need them to actually keep me informed on the progress they made or didn't make on the issue to follow along properly. They believe I should have followed up to make sure I was signed up apparently, and impossible feat given the low quality communication and engagement by T-Mobile. Unfortunately for me, it's no loss on T-Mobile's part unless they get sued and forced to comply- forced to acknowledge their mistake, which is why they're so snobby in the Revdex.com complaints. On the side claim, the company was negligent to sign me up and follow up after the conversation, even switching representatives mid-way between the conversation and waiting hours to respond to my affirmative "yes" to have the line added. I'm now out of $40/month of owed value to my plan, perhaps I should sue over the issue? That's quite a chunk of change T-Mobile is attempting to bilk me out of. That's $480 dollars per year they are refusing to provide me over this matter, in which I believe I'm owed, and it's now my loss financially. T-Mobile did offer to buy me out of my lines, doing so knowing I owe less than what the phones are worth. The devices can be sold online used on craigslists for more than I need to pay T-Mobile, ensuring even if the devices were returned to T-Mobile, they'd make a killer profit selling the devices used (I could do the same- Pay off T-Mobile, and have profit to spare). I owe around $1500, but the devices could be sold for $2000+ in "used" aftermarket state. Given this evidence it's obvious their interest in this conversation has been purely about boosting corporate profit, at the expense of services and customers, per usual. They've made absolutely no effort to accommodate me or to rectify the matter. That's their style.
Sincerely,
[redacted]

May 19, 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 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile promotions and coverage at home. Ms. [redacted] is referring to our Magenta Port-In Offer and she did meet all requirements. On February 3, 2017, Ms. [redacted]’s account was approved for the 2016 Magenta Port-In Offer and due to qualifying device purchase and plan requirements, she was approved to receive a monthly credit of $10.00 over 20-months. Regretfully, Ms. [redacted] has not received her monthly promotional credits.
In regards to Ms. [redacted]’s coverage, our goal is to provide our customers with the best experience possible. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability.
Our records indicate that Ms. [redacted] lives in a 4G coverage area with no known issues or reported network issues in Ms. [redacted]’s home area. While we do regret any issues, we have carefully reviewed Ms. [redacted]’s usage and found that during her billing cycles running from January 25, 2017, through April 24, 2017, Ms. [redacted]’s account used an average of 1,025 minutes, with calls as long as 19 minutes, 5,414 messages, and 22,819 megabytes (22GB) of data. Given this usage, it is T-Mobile’s position that Ms. [redacted] was able to utilize her service.
In an effort to resolve the concerns that Ms. [redacted] had with her service, on May 12, 2017, T-Mobile filed a trouble ticket [redacted] for no signal in her area. After investigation of the area our engineers were unable to find any problems with our network in Ms. [redacted]’s area.
On May 18, 2017, as a courtesy, T-Mobile agreed to close Ms. [redacted]’s remaining EIP balance of $1,622.83 for the iPhones to resolve her promotion and coverage issues. Ms. [redacted] accepted this as a resolution. As of May 18, 2017, Ms. [redacted] has no monthly EIPs for equipment on her account. 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

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

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding attempts to participate in a T-Mobile promotional offer. Records confirm that, in October 2016, Mr. [redacted]’s account was eligible to receive a 75% discount off of the cost of his add-a-line reducing the associated monthly access charges from $40.00 to $10.00. Additionally, T-Mobile records confirm that, on October 20, 2016, T-Mobile sent Mr. [redacted] an SMS text message which advised him of the offer. Regretfully, at that time Mr. [redacted] selected “not interested” at which time the offer was declined.
Nevertheless, in an effort to amicably resolve the matter, on March 29, 2017, T-Mobile agreed to provide Mr. [redacted] with a 75% monthly discount toward the add-a-line costs associated with the mobile number ending in 2805. Mr. [redacted] will continue to receive the above-referenced credit while maintaining promotional eligibility.
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 Customer Care. 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 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

Complaint: [redacted]
      Hello,   I have yet to receive a credit on my account for complaint #[redacted].  Should I file another complaint? Thank you. [redacted]

June 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated June 19, 2017, regarding the above-referenced file number. T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concern has been resolved to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his Mobile Device Unlock (“MDU”) request. MDUs are available to customers who meet our eligibility requirements. In Mr. [redacted]’ letter to your office, he indicates that his MDU request for an LG G4 device with International Mobile Equipment Identifier (“IMEI”) ending in 0312 was denied.
Pursuant to T-Mobile policy, a customer must purchase their device through T-Mobile or a T-Mobile authorized dealer. Regrettably, Mr. [redacted] did not meet the eligibility requirement as he purchased the device from a third-party. In addition to purchasing the device through T-Mobile or a T-Mobile authorized dealer, the device the customer is requesting a MDU on must have an active account in good standing, and the device must show continuous usage for 40 days. As such, Mr. [redacted] did not meet the eligibility requirements for his MDU request.
Nevertheless, upon contacting Mr. [redacted] on June 20, 2017, he confirmed that the aforementioned handset had been unlocked. 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.
Carlos T[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted],I would like to say again I did not agreed in no monthly payments except for the phone EIP. That was the reason of my complaint TMobile lied to me. With that being said and clarified I will say  that this resolution is satisfactory to me. And I'm really hoping for them to keep their word in the new monthly payments of 230.00 Sincerely, [redacted]

June 29, 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 15, 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.
T-Mobile regrets any concerns Ms. [redacted] may have experienced with her final bill and we appreciate the opportunity to review and address her concerns. T-Mobile records confirm that
Ms. [redacted] activated one line of service on March 3, 2017. At the time of activation, Ms. [redacted] elected to enroll in our AutoPay feature, which is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored payment method supplied by the customer.
Thereafter, Ms. [redacted] was sent a billing statement in the amount of $70.00 for services from March 3, 2017, through April 2, 2017, which was due on March 30, 2017. Regretfully, on March 12, 2017, Ms. [redacted]’s account was canceled when she ported her mobile number to other service provider. Please be advised 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 April 2, 2017.
On March 28, 2017, a payment in the amount of $70.00 was remitted, via AutoPay, to Ms. [redacted]’s account, which left the T-Mobile account with a zero balance. However, on March 29, 2017, Ms. [redacted] contacted T-Mobile to cancel her AutoPay feature and as a courtesy, a refund in the amount of $46.66 was applied to Ms. [redacted]’s credit card equal to service charges after cancellation.
Unfortunately, due to an administrative error, Ms. [redacted] was billed for prorated service charges form March 12, 2017, through April 2, 2017 with a payment due on April 23, 2017. As the account balance remained unpaid, T-Mobile made attempts to collect on the outstanding balance. A review of Ms. [redacted]’s account confirms that it was not sent to an outside collection agency and all collection efforts where internal. As such, no negative reporting was sent to the credit bureaus.
On June 20, 2017, T-Mobile issued a credit in the amount of $36.16 that updated Ms. [redacted]’s account balance to zero. As such, her 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.
Robert R[redacted]
Executive Response

February 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Mr. [redacted] regarding his returned two Samsung Galaxy Note 5 handsets. T-Mobile records indicate on December 8, 2015, Mr. [redacted] activated service and agreed to a JUMP! On Demand (“JOD”) lease for two Samsung Galaxy Note 5 handsets. JOD is a lease option wherein customers agree to a series of 18-monthly lease installments and a purchase option price at the end of the 18-months becomes due if that customer chooses to keep the handset. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset is assessed on the next month billing statement.
T-Mobile records indicate that rather than return the leased devices to his local retail store, Mr. [redacted] sent his devices to our National Return Center which confirms receipt as of December 12, 2016. Please note, that the normal process is important because the final lease installments are also collected and the lease itself is closed out. Because Mr. [redacted]’s handsets were sent to the warehouse, his payments were not collected and the lease continued to bill. At the time of the return, Mr. [redacted] would have been required to remit a payment in the amount of $279.27 per Samsung Galaxy Note 5 which was the remaining balance left on each of his two leases.
However as Mr. [redacted]’s equipment was returned to our warehouse, that amount was billed to his account plus the purchase option price for each device. When the balance remained unpaid, on December 1, 2016, Mr. [redacted]’s balance of $838.33 for the handsets was sent to a collection agency.
However, upon review of the account and Mr. [redacted]’s, correspondence, T-Mobile confirmed that the devices were returned and as such, issued a credit of $838.33 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.
Martin G[redacted] Executive Response