T-Mobile Usa Inc

Revdex.com:As the T-Mobile Executive Representative has affirmed, a resolution had been reached to the satisfaction of all fairness to T-Mobile and myself. At this time, I too, wish to close this Complaint. 
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]

January 26, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 17, 2018, regarding the above-referenced account. We are pleased to advise that we have resolved Mr. [redacted] concerns to his satisfaction.T-Mobile regrets any inconvenience to Mr. [redacted] due to the delay of his insurance claim with Assurant.  It is important to note that the handset in question is covered by insurance from Assurant Solutions, Inc. (“Assurant”).  As such, any questions regarding insurance claims must go through Assurant, who may be contacted directly at 1-866-866-6285 or online at www.myphpinfo.comReview of Mr. [redacted]’ account however, shows that on January 12, 2018, Mr. [redacted] opened a claim with Assurant.  Please be advised that T-Mobile does offer loaner handsets so that our customers are not without a phone, regrettably Mr. [redacted] did not take advantage of the loaner program.  Additional records show that on January 17, 2018, Mr. [redacted]’ replacement device was delivered to him via FedEx tracking number [redacted].  T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his 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.Michelle S[redacted]Executive Response

August 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 16, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced during her recent visit to a T-Mobile store and we appreciate the opportunity to review and address her concerns. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location. T-Mobile records indicate that on June 25, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a iPhone SE handset for the mobile number ending in [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 installments. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to a series of 24 monthly installments in the amount of $16.67. Additionally, the optional Premium Handset Protection (“PHP”) feature was added to the mobile number ending in [redacted]. On August 15, 2016, Ms. [redacted] contacted T-Mobile and pursuant to her request the PHP feature was removed. Ms. [redacted]’s account was issued a one-time credit in the amount of $12.00 for the PHP feature from June 25, 2016, through July 24, 2016, and she was advised that that once the prorated charge for PHP feature from July 25, 2016, through August 15, 2016 has posted to her account T-Mobile would also adjust that amount. On August 17, 12016, T-Mobile advised Ms. [redacted] of the above and that we appreciate her bringing this to our attention so we may improve on our customer experience. Ms. [redacted] had no additional concerns. 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

May 3, 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 April 28, 2017, regarding the above-referenced account.    We are truly sorry to hear that Mr. [redacted] had anything but a great Un-Carrier experience while working with our retail team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret this has not been Mr. [redacted]’s experience and can assure that we will provide coaching and feedback for our team.   Upon speaking with Mr. [redacted] on May 2, 2017, he did confirm that it was the back of the device that was scratched during the installment of a screen protector and did not impact the devices functionality.   Therefore, as a courtesy for the experience Mr. [redacted] has encountered, and in an effort to regain his confidence, we have issued an electronic refund of $50.00 to his chosen bank account. It is important to note that it can take up to three business days for the funds to appear in his account. Please be assured that Mr. [redacted] has accepted and considers this matter resolved to his satisfaction.   Again, we apologize for his experience and hope that he may consider T-Mobile as his service provider in the future.   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 12, 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 May 2, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her closed T-Mobile account.
Unfortunately with the information provided, T-Mobile has been unable to locate a T-Mobile account for Ms. [redacted]. T-Mobile would ask that Ms. [redacted] contact me at the number listed below with her T-Mobile account information. Once received, T-Mobile will be happy to review Ms. [redacted]’s concerns and apprise her of our findings.
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as discussed per my mother [redacted]  I agree to the resolution, but prefer the complaint not be closed until the reimbursement has been received and receipt has been confirmed to business and the Revdex.com.
Sincerely, [redacted]

August 4, 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 July 27, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of records is [redacted] and [redacted] has been designated as an authorized user. Please also note that T-Mobile has made attempts to contact [redacted] via the phone number and e-mail address provided in her correspondence to your office which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns in this letter.
T-Mobile regrets any billing concerns [redacted] and [redacted] have experienced. T-Mobile records indicate [redacted] started service with two lines on December 17, 2016, and selected our T-Mobile ONE rate plan for $130.00 for two lines of service, and subscribed to our JUMP! 2 feature for $12.00 per month, per line. Additionally, our records indicate [redacted] purchased two Apple iPhone 7 Plus handsets using our Equipment Installment Plan (“EIP”) offering. At the time of [redacted]’ purchase, she was required to make a down payment of $421.99 per handset, and agreed to 24 monthly installments of $14.50 per handset.
Review of the account confirms that from the dates of January 17, 2017, through July 6, 2017, the account was suspended for non-payment on seven different occasions. Pursuant to T-Mobile policy, if an account is suspended for non-payment and later restored, a fee of up to $20.00 plus applicable taxes per line may be charged to the account. However, as a courtesy, T-Mobile has issued credits of $45.66 for two to the restore from suspend fees charged.
Furthermore, [redacted] was sent a billing statement dated July 18, 2017, in the amount of $668.76, which consisted of a past due balance of $652.83, as well as prorated monthly recurring charges for services while the account was suspended from July19, 2017, through August 18, 2017, of $16.43.
Following a conversation with our Customer Care on July 27, 2017, T-Mobile agreed to restore services to the account following a payment of $377.50 and agreed to the following payment arrangement for the remaining balance of $344.90; a payment of $100.00 to be made on August 3, 2017, and a payment in the amount of $244.90 to be made on August 17, 2017. As of the date of this letter, the account remains active with the abovementioned payment arrangement scheduled.
T-Mobile would like the opportunity to resolve this matter amicably with [redacted]; therefore, she may contact me at the number below to provide additional information that will allow us to further investigate this matter. T-Mobile regrets any inconvenience to the [redacted]’ and we appreciate the opportunity to address their concerns.
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

April 5, 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] and...

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 24, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record for the cancelled business account number [redacted] is [redacted] and the account holder of record for the active account number [redacted] is [redacted], and [redacted] is an authorized user of each account.
T-Mobile has reviewed the correspondence received from Ms. [redacted] with regard to the former T-Mobile business account number [redacted]. Our review found that the account was activated on January 4, 2017 and cancelled on March 10, 2017 by our Risk Assessment Team when it was determined to pose an unacceptable risk to T-Mobile. Upon investigation of the identification information provided at activation, T-Mobile found that it could not be validated. Furthermore, records indicate on March 3, 2017, Ms. [redacted] attempted to activate the account number [redacted] under her own personal information to include the move or transfer of her ported numbers and her handsets purchased with T-Mobile’s Equipment Installment Plan (“EIP”) offering; however, on March 10, 2017 our Risk Assessment Team also cancelled the new account as an unacceptable risk due to the association with the previous account.
Please be advised as four handsets were purchased with the EIP offering on the previous account, upon the cancellation referenced above, the corresponding International Mobile Equipment Identifiers (“IMEI”) numbers, were blocked from use on T-Mobile’s network as well as most other wireless carriers’ networks.
Nevertheless, in an effort to amicably resolve Ms. [redacted]’s concerns and upon further review and verification of her personal account, T-Mobile offered to resume the account number [redacted], remove the IMEI blocks for all four handsets, completed the transfer of her mobile phone numbers, and resumed three of the EIPs with their originally agreed upon requirements and monthly installments. Additionally, T-Mobile waived the EIP balance for the fourth Samsung ON5 handset and applied a $190.28 credit to the active account to return it to a zero balance. Ms. [redacted] accepted this offer as resolution.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location and 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.
Kimo C[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:I do not believe this response it acceptable. T-Mobile responds that allocating money taken from my account without authorization to my postpaid phone account is recovery.  T-Mobile also believes they have extended a courtesy by crediting my account I have a store reps signature saying I would be refunded if returned, regardless of the fact that it was on a prepaid account. T-Mobile has also confirmed they did not have any record of me canceling auto pay when I spent an hour on the phone to get it cancelled. This is quite disturbing. Initial response from T-Mobile was dishonest and it came from a representative of the executive office. At this point I have lost all confidence in the integrity of this company. It is a shame that this is how T-Mobile treats a customer of over 10 years.That being said, thank you for crediting the money you took from me and the money owed me to my account. It saved me the trouble of paying it directly.
Sincerely,
[redacted]

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and we have confirmed that [redacted] is the same person.
T-Mobile has reviewed the account and confirmed that mobile number ending in [redacted] was transferred to another service provider on February 12, 2016 thus canceling that line of service. The arrangement to transfer the line of service was made directly with Mr. [redacted]’s new wireless service provider and not with T-Mobile. In fact, T-Mobile’s only involvement in this transaction was to cancel the line of service after Mr. [redacted]’s new wireless service provider took control of it. In reviewing our records, T-Mobile did not receive any requests to cancel the remaining line of service ending in [redacted] on Mr. [redacted]’s account. Our records confirm the additional line of service ending in [redacted] was cancelled on May 24, 2016 for non-payment.
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. T-Mobile records indicate that [redacted] agreed to an EIP for the mobile number ending in [redacted] on May 30, 2014 with the purchase of a Samsung Galaxy S5. When the account was canceled on May 24, 2016, the remaining EIP balance of $23.34 was accelerated and posted to the final billing statement dated June 8, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed.
Although Mr. [redacted] indicates in his letter to your office that T-Mobile did not attempt to notify him of his past due balance prior to sending his account to collections our records reflect that we did make several attempts to notify him of his past due balance, which included text messages, calls, and late notices that were sent to the billing address on file, which is different than the address Mr. [redacted] provided to your office. It’s important to note that the last record we have of Mr. [redacted] contacting T-Mobile to update his billing address was on May 30, 2014, and has been the same address ever since. Therefore, it is our position that we did make the appropriate attempts to notify Mr. [redacted] of the past due balance prior to the account being transferred to a third party collection agency, Convergent Outsourcing Inc., on July 10, 2016.
Upon the account being transferred to a third party collection agency, a one-time collection fee was assessed in the amount of $66.01, bringing the account to a balance of $446.73. Please note, between July 24, 2016 and July 27, 2016, a total of $1.82 in adjustments were applied, reducing the balance to $444.91. It's T-Mobile’s position the balance is accurate.
As Convergent Outsourcing Inc. was unsuccessful in collecting the balance above on January 13, 2017 Mr. [redacted]’s account was transferred to the third party collection agency Amsher. T-Mobile recommends that Mr. [redacted] contact Amsher directly at 1-877-322-9724 to discuss options for payment.
In regards to the concerns Mr. [redacted] brought up with the $175.00 payment not being authorized, T-Mobile has no records of a payment in this amount posting to his account. If he has additional concerns regarding the payment, he can contact his financial institution.
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.
Adrianne F[redacted]
Executive Response

December 21, 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 December 8, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] surrounding the unauthorized purchase of a handset. Please be advised that T-Mobile takes account security very seriously and would like to address Mr. [redacted] concerns. T-Mobile records indicate that on November 24, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 5 and accessories for the line ending in [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 installments. Based on Mr. [redacted] personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay $80.99, which is for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $ 33.76. T-Mobile records indicate on December 6, 2015, Mr. [redacted] called in to dispute the purchase of the device. After research, T-Mobile records confirm the purchase of the new equipment was made by an authorized user on Mr. [redacted] account. It is T-Mobile’s stance that authorized users may upgrades lines of service and perform handset exchanges. Accordingly it is T-Mobile’s position that all EIP charges are valid and owed for the line ending in [redacted]. On December 7, 2015, Mr. [redacted] cancelled service on the line ending in [redacted]. In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile has absolved Mr. [redacted] of all EIP charges related to the Samsung Galaxy Note 5 and accessories in the amount of $809.97. Additionally, T-Mobile has applied a credit for $72.38 for payments made toward the equipment. Please be advised that T-Mobile has blocked the use of the Samsung Galaxy Note 5. Mr. [redacted] account remains active with a balance of $416.81 which is due by December 27, 2015 for service for the billing period from November 7, 2015 to December 6, 2015. 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. Ty Rollins Executive Response

April 11, 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 c[redacted]pondence dated April 7, 2017, regarding the above-referenced account. Please be advised that we have made an attempt to contact Mr. [redacted], which was proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any concern to Mr. [redacted] in regards to his international dialing charges. T-Mobile records confirm that on February 20, 2017, Mr. [redacted] added a second line of service ending in [redacted] to his T-Mobile account and subscribed to T-Mobile ONE Plus International add on feature which includes T-Mobile’s International Dialing Plan to allow customers to dial internationally at a discounted rate per minute. Please be advised that there is a toll of $0.20 cents per minute for calls placed to the Philippines with the International Dialing Plan and $1.99 per minute without the service. T-Mobile records confirm that on March 19, 2017, Mr. [redacted] was billed a total of $240.84 including applicable tax for calls placed from February 20, 2017, through March 18, 2017 on his new mobile line of service ending in [redacted]. It is T-Mobile’s position that the charges are valid and owed.
However, in an effort to amicably resolve this matter, on April 10, 2017, T-Mobile applied a credit in the amount of $240.84 to Mr. [redacted]’s account for the billed international calls leaving a balance due of $50.91 immediately. Mr. [redacted] should note that his mother, the end user, has placed outbound international calls for which he currently has a pending charges of $64.40 for the calls that will reflect in his bill dated April 19, 2017. Please note that this fee may increase if international calls continue. Mr. [redacted] may contact Customer Care at 1-800-937-8997 should he would wish to block the international dialing option. T-Mobile regrets any inconvenience.
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.
Oscar T[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:
You are responding to an email sent to my wife email address. When he called he was calling on on my daughter account. That he could not access any of the information that was placed in my wife bankruptcy 13. Legally he was not supposed to call her job. she was informed all busy is to done by her attorney boleman law firm Richmond va. T mobile was saying I was not authorized to make any change on the account. In 2016 we was add to the line yes I was. This company information is always outdated.  My emails address is [redacted]@comcast.net. But you just respond to [redacted]@gmail.com. This was sent to the wife who is in bankruptcy 13.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   However, I do object to the following:- No record of my calling to cancel my subscription in November --- while I wish I had made written account of the CS agent I spoke to, I did attempt to cancel it over the phone after discovering I could not do so online (so I just opted for the minimum possible for the interim).- I did not receive a bill from T-Mobile from November until April; therefore, I could not have disputed the charges within 60 days as prescribed.  Had I actually been notified timely, we would not have arrived at this situation.  It also does not account for the fact they do have a record of my 2nd attempt to cancel the account in April and the CS agent either did not perform the cancellation correctly (resulting in the additional billing of $32.95) or they lied to me (unintentionally or not) when they said I did not owe any further money.I do appreciate the generosity of the reimbursement ($100 instead of the $72.95 owed), but the entire ordeal leaves a bad taste in my mouth -- and T-Mobile's written response further sours it.  The written response does not reflect the highly apologetic and courteous phone call I received to negotiate the settlement.  It's a shame they had to undo the good that Juan B[redacted] (Specialist, Executive Response) did in his call to me. Juan B[redacted]Specialist, Executive ResponseJuan B[redacted]Specialist, Executive Response
Sincerely,
[redacted]

April 20, 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 13, 2017, regarding the above-referenced account.    We are truly sorry to hear that Ms. [redacted] had anything but a great Un-Carrier experience while working with our Customer Care team. We make every effort to be professional and courteous, while putting our customers first. That’s part of our core Un-Carrier values that we strive to live by each and every day. We regret this has not been her experience and we hope we can fix that. Without the support of our valued customers, such as Ms. [redacted], we wouldn’t be able to continue our movement and growth.   Our records reflect that Ms. [redacted] activated her account on February 7, 2017, with the intention of taking advantage of our Carrier Freedom and 2017 Tax Time Switcher Offer. Although our Carrier Freedom, which allows customers to receive reimbursement for early termination and equipment termination fees, currently does not have an expiration date, the 2017 Tax Time Switcher Offer was offered for a limited time from January 5, 2017, through February 28, 2017. During the promotional timeframe, customers who activated a new line of service on the T-Mobile ONE or Simple Choice with Unlimited data and port in their numbers would receive a $150.00 mail in rebate. It is important to note that these offers are not compatible with each other and will only receive the payout for one per line of service.   As such, Ms. [redacted] received two $150.00 prepaid debit cards for the 2017 Tax Time Switcher offer and $142.00 for her early termination fee reimbursement, for a total of $442.00. Please note that it can take up to 10 business days for the debt cards to be delivered.   Although, it is T-Mobile position that she received the promotional value that she was eligible for during her activation, as a courtesy for the experience she has encountered, and in an effort to regain her confidence, we have issued a free month of service, in the amount of $140.00, leaving her account with a credit balance of $65.47 for the due date of April 28, 2017. We hope that this is a start to restoring Ms. [redacted]’s trust.   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

September 15, 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 September 7, 2017, regarding the above-referenced account.  T-Mobile is happy to report we have resolved Ms. [redacted]’s concerns to her satisfaction.   T-Mobile regrets any poor experience Ms. [redacted] may have encountered while completing a Change of Responsibility (“COR”).  A 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.   In relation to mobile number ending in [redacted], Ms. [redacted] advised that the number would be transferred to [redacted], removing it from her account.  T-Mobile account notes confirm that Ms. [redacted] approved the COR.  At that time, she was advised that [redacted] had to contact Customer Care within 30 days to accept financial responsibility for the mobile number ending in [redacted].  Our records indicate that [redacted] did not contact T-Mobile within that timeframe and as such, the COR could not be processed. As a result, Ms. [redacted] remains financially responsible for the mobile number ending in [redacted].    On September 6, 2017, Ms. [redacted] elected to transfer the mobile number ending in [redacted] to another provider leaving her account with six remaining lines.  On September 8, 2017, T-Mobile spoke with Ms. [redacted] in regards to her concern.  At that time, T-Mobile explained the COR process and reminded Ms. [redacted] she will remain responsible for all lines on her account until any transfer or cancelation has been completed.    In an effort to address Ms. [redacted]’s misunderstanding with the COR process, on September 7, 2017, credits totaling $61.19 were applied to the account for the service charges in relation to mobile number ending in [redacted]. This adjustment was for charges during the billing cycles dated July 15, 2017 through the date of cancelation on September 6, 2017.  Ms. [redacted]’s account remains active with a balance of $80.17. 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.   Vanessa Q[redacted] Executive Response

T-Mobile,
 I accept this, conditionally.  I speak only to the conditional agreement of the letter mentioned in the responses.  The condition being that their "good faith" agreement holds up and Amsher is willing to accept this as a means to remove this from my credit history (not just paid in full status).  If this is not truthful and they do not comply, I will re-open this case as T-Mobile is the only one with account rights to the collection agency.  I am awaiting a reply from Amsher soon on this matter.  It may take 90 days to process, but it shouldn't take 90 days for them to acknowledge.  I would quickly like to reiterate that this complaint has nothing to do with the fact that I owed the balance.  I acknowledged that from the first sentence.  The nature of the complaint is with my inability to pay after calling and asking for how much I still owed and why I couldn't see my balance online.  I made an attempt to pay and was not allowed to pay.  This is not a collections worthy circumstance.  It's business ethics and I simply wanted my credit status to be 100% restored as if it never happened.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is conditionally satisfactory to me as long as it complies like mentioned above.Sincerely, [redacted]

July 19, 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 12, 2016 regarding the above-referenced account.  Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address his concerns within this letter.
 
T-Mobile regrets that Mr. [redacted] has chosen to cancel his service with T-Mobile and that he has concerns regarding his final billing.  T-Mobile records reflect that Mr. [redacted] ported his mobile numbers ending in [redacted] and [redacted] to another carrier on May 14, 2016 leaving one remaining line ending in [redacted] open on the account.  T-Mobile records further reflect that on July 12, 2016, Mr. [redacted]’s mobile number ending in [redacted] was cancelled at his request.  T-Mobile records do not reflect a previous request to cancel the line ending in [redacted]. 
 
Additionally, as T-Mobile bills in advance, any changes made to the account mid-cycle will not be reflected until the following billing statement.  As Mr. [redacted]’s account bills from the third of one month to second of the following month and his service was cancelled on the twelfth of the month, when his final billing statement generates on August 3, 2016, the amount already billed for service after cancellation will be automatically credited.  Please note that we will be unable to determine the final balance until the final statement generates. 
 
However, in an effort to amicably resolve the matter, T-Mobile will adjust the total amount due for service received when the final billing statement is issued on August 3, 2016 which would include any balance owed from prior to when Mr. [redacted] states he made a cancellation request.  Again, we would be unable to determine what that amount would be until after the final statement is produced.
 
Furthermore, if a customer has an open Equipment Installment Plan (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.  T-Mobile records indicate that Mr. [redacted] agreed to an EIP on June 2, 2015, with the purchase of two Samsung Galaxy Note 4’s, a Samsung Galaxy S6 and assorted accessories.  When the account was canceled on July 12, 2016 the remaining EIP balance of $918.91was accelerated and will appear on the final billing statement to be issued on August 3, 2016.
 
However, as an additional courtesy to Mr. [redacted], while outside of the 14-day return period for his devices, if he returns his equipment to the following address by August 19, 2016, T-Mobile will adjust the accelerated balances due for his EIP’s as well:
 
T-Mobile USA, Inc.[redacted]
[redacted]
 
Thus, if Mr. [redacted] returns his equipment by August 19, 2016, his final T-Mobile balance would be zero.  If Mr. [redacted] chooses to retain his equipment, his final balance would be $918.91.  We regret any inconvenience Mr. [redacted] may have experienced as a result of 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.
 
[redacted]
Executive Response

April 11, 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 March 29, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets Mr. [redacted]’s concerns with regards to his recent Customer Care experience. We are sorry if when calling Customer Care, Mr. [redacted] did not receive the world class customer service that T-Mobile prides itself on providing our customers with each and every contact.
It is important to note that T-Mobile supports Video and TTY relay services. If Mr. [redacted] requires assistance from T-Mobile with changing to the new T-Mobile ONE rate plan or remitting payments towards existing handsets on an Equipment Installment Plan (“EIP”), we recommend that he enables TTY or Video relay on his device which offers these services and then contact our TTY Care team directly at 1-877-296-1018. In addition, Mr. [redacted] may also change his rate plan or make a payment online towards an EIP at www.MyT-Mobile.com.
While we do regret any inconvenience, T-Mobile respectfully declines Mr. [redacted]’s request to have his remaining handset EIP waived in full. However, in an effort to amicably resolve this matter and a gesture of goodwill, T-Mobile has issued a $200.00 credit on each of his iPhone 7 EIPs, reducing the balance on each device to $408.75.
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

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 30, 2018, regarding the above-referenced account.  T-Mobile regrets any concerns [redacted] has in regards to a payment remitted to his T-Mobile account.  [redacted]'s account was activated on November 22, 2017; his first billing statement dated December 20, 2017, reflected a balance of $70.00 which included pro-rated monthly recurring charges for T-Mobile ONE and was due by January 12, 2018.  On January 19, 2018, [redacted]’s account was partially suspended due to non-payment.  As a courtesy, we allowed [redacted] to receiving incoming calls during the suspension, but restricted outgoing calls.  That same day, a payment of $70.00 was remitted reducing [redacted]’s balance to zero and restoring full service to his account. The billing statement dated January 20, 2018, reflected a balance of $109.99 which included $75.00 monthly recurring charges for T-Mobile ONE, $20.00 for a restore from suspension fee, $6.00 for a T-Mobile REVVL JUMP! On Demand (“JOD”) monthly payment, $4.99 for third-party purchases and $4.00 in applicable taxes and fees.  On January 26, 2018, a payment of $10.00 was remitted to the account reducing the balance to $99.99.  Shortly thereafter, on January 29, 2018, a courtesy credit of $25.00 was applied, reducing the balance to $74.99. Unfortunately, on January 30, 2018, the $70.00 payment was backed out due to insufficient funds, increasing the balance to $144.99.  Additionally, a $25.00 returned payment fee was applied increasing the balance to $169.99.  The following day, on January 31, 2018, [redacted] was advised that he may dispute the returned payment with his bank or he may fax a complete, unaltered bank statement with a running balance via fax to: (877) 218-9134 Attn: Returned Payment Disputes.  The dates of the statement must range from January 19, 2018 to February 2, 2018. On January 31, 2018, a $25.00 credit was applied as a courtesy for the returned payment fee, reducing the balance to $144.99 where it remains today. Upon receipt of the correspondence, we spoke with [redacted] and advised the returned $70.00 payment has yet to be reapplied to his T-Mobile account.   We advised [redacted] he will need to dispute this matter with his bank or fax the requested document to the number listed above.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.Daniel R[redacted]Executive Response