T-Mobile Usa Inc

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]

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

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

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 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

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

August 30, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 18, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to the Apple iPhone promotion. Please be advised that from September 26, 2016 through October 2, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid Apple iPhone 5 handset or new model for the Apple iPhone 7 or 7 Plus handset.  With this offer, qualified customers who switched to the T-Mobile ONE rate plan, purchased a new Apple iPhone 7 32GB handset on an Equipment Installment Plan (“EIP”) and traded-in their fully paid Apple iPhone 6S or 6S Plus handset, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new Apple iPhone 7 handset such that the handset is discounted to $100.00 after 24 months.  Additionally, customers that traded in an Apple iPhone 6 or 6 Plus handset would receive monthly EIP credits to reduce the cost of a new Apple iPhone 7 32GB to $200.00 after 24 months.  Customers who traded-in the Apple iPhone 5, 5C, 5S, or SE handset model would receive the handset at a final cost of $350.00.  If a customer chose the Apple iPhone 7 32 GB Plus model there was a cost increase of $120.00.  Finally, customers who chose a larger memory variant of the Apple iPhone 7 or 7 Plus were asked to pay $100.00 for each memory variant increase.   On September 25, 2016, an order for two Apple iPhone 7 32GB handsets in Rose Gold, and an Apple iPhone 7 Plus 128GB in Black handset, was initiated on Mr. [redacted]’s account.  A down payment of $149.99 was remitted toward the Apple iPhone 7 128GB handset with monthly EIP payments of $30.00.  There was no down payment made on the Apple iPhone 7 32GB handsets, however monthly payments of $27.09 were initiated.  As of September 25, 2016, two Apple iPhone 6 Plus 64GB in Gold handset and an Apple iPhone 5C 16GB in Green handset were included as trade-in devices.   Regrettably, the promotional credits did not reflect on the account for the three devices that Mr. [redacted] traded in during the promotional period.  As such, upon speaking with Mr. [redacted] on August 21, 2017, the EIPs for all three devices were closed out as paid and a credit of $520.89 was applied to the account.  The account currently reflects a credit balance of $520.89.  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.   Jessica G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:The facts remain that (1) Samsung indicated (in June 2016) that there were a few weeks left on the phone's warranty when I called at the time of purchase to register the phone, instead of 1 full year.Secondly, it is absurd that TMobile is in effect accusing me that I changed the TMobile phone recognition on their platform, something that the low-level representative who contacted me also had implied to my great surprise. I find this a bit much frankly, but not unexpected entirely. I did not know that this was possible in the first place; prior to that approach, the representative tried to convince me that their program often gets the phone wrong, meaning does not recognize it properly (in effect, a software glitch). Fact remains (2) that their platform recognized my phone as certified pre-owned, without my interference. In anticipation of these tactics they then used, I saved an image when their platform recognized it as a certified pre-owned, which the rep triumphantly announced was now changed, and no longer showed up as such. Changing this does not change the issue or the fact that their own platform identified the phone as certified pre-owned (as it does the one I bought from Samsung directly a few months later). In my experiences with TMobile's platform over the past 14 years that I have been a customer, it always properly recognized phones, particularly when they are TMobile devices (but even if they are not).Right now, TMobile simply states that I am mistaken and describes how well JUMP works in their response, which is not the issue. This does not seem like a satisfactory response or one that includes any measure of goodwill on their part. I wished I was mistaken, but I simply have the 2 facts stated above to back up my claim and concerns about this. So, SAMSUNG lied to me as well? What reason would they have? Of course in the course of the conversation, the rep also implied that the issue was with SAMSUNG perhaps, to which I responded that this was not my concern, as they are the customer of SAMSUNG, buying phones, and I was the TMobile customer buying equipment in good faith.Sincerely,
[redacted]

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 is sorry to lose Ms. [redacted] as a customer and we regret hearing of her concerns to reinstate her former T-Mobile account. Please be assured that we make every effort to provide complete an accurate information to our customer. We apologized if Ms. [redacted] feels that this was not her experience.
A review of Ms. [redacted]’s account confirms that she had six active mobile numbers ending in [redacted] prior to the cancelation of her account on March 13, 2017. T-Mobile has reviewed the account and confirmed that mobile numbers ending in [redacted] were transferred to another service provider on March 11, 2017, mobile number ending in [redacted], was transferred to a different service provider on March 12, 2017, and finally mobile number ending in [redacted] was transferred to a different service provider on March 13, 2017, causing the cancelation of the account. The arrangement to transfer the lines of service was made directly with Ms. [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 lines of service after Ms. [redacted]’s new wireless service provider took control of it.
It is important to note that prior to the cancelation, Ms. [redacted] reflected a balance in the amount of $990.02 from which $485.40 was past due and new service charges in the amount of $504.62. Ms. [redacted]’s past due balance consisted of partial monthly service charges for the billing period from January 17, 2017, through February 16, 2017, monthly equipment and accessories charges, applicable taxes and fees. The new balance in the amount of $504.62 consisted of monthly service charges for the billing period from February 17, 2017, through March 16, 2017, monthly equipment and accessories charges, applicable taxes and fees.
On February 18, 2017, T-Mobile issued a onetime bill credit in the amount of $12.00, and on February 28, 2017, Ms. [redacted] made a onetime payment to her account in the amount of $97.08 updating the account balance to $880.94.
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 Ms. [redacted] was financing several devices and accessories. When the account was canceled on March 13, 2017, the remaining EIP balance of $3,565.94 was accelerated and posted to the final billing statement dated March 17, 2017. It is T-Mobile's position that the remaining EIP balance is valid and owed.
Ms. [redacted]’s final billing statement reflected a balance in the amount of $4,436.42 after T-Mobile issued a bill credit in the amount of $10.46. Ms. [redacted]’s most recent billing statement dated April 17, 2017, reflected a balance in the amount of $4,424.42 after T-Mobile issued a bill credit in the amount of $12.00.
Due to non-payment, on April 20, 2017, the account was transferred to third party collection agency Receivables Performance Management to attempt to collect payment and a $123.06 collection fee was assessed to the account updating the balance to $4,547.48. On April 19, 2017, T-Mobile issued an additional onetime bill credit in the amount of $12.00 updating the account balance to $4,535.48. It is T-Mobile’s position that the balance is valid and owed. Ms. [redacted] may contact Receivables Performance Management directly at 1-866-212-7408.
As Ms. [redacted]’s account has been transferred to a third party collection agency, T-Mobile is unable to resumed service on the above mentioned account. Ms. [redacted] is welcome to apply for service and complete a credit evaluation which will determine if she is eligible for a new postpaid account. 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

November 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your [redacted]pondence dated November 4, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully addressed Mr. [redacted]’ concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to the return of his Samsung Galaxy S7 Edge. T-Mobile has confirmed that Mr. [redacted] has returned his Samsung Galaxy S7 Edge to our Executive Response office. On November 7, 2016, T-Mobile has closed the remaining EIP balance of the returned handset totaling $630.00 and has credited the account the last three billed EIP installments, down payment of $69.99, and sales tax of $58.46 leaving an account credit of $218.45 on Mr. [redacted]’ account. 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

August 28, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:     ...

[redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 25, 2015, regarding the above-referenced account. 
 
T-Mobile is sorry to lose Mr. [redacted] as a customer, and regrets any frustration he experienced in obtaining his refund.  Our records confirm that Mr. [redacted] activated the above-referenced account on December 26, 2014.  At that time, Mr. [redacted] ported in his number ending in [redacted] and selected our Simple Choice No Credit Check rate plan, which required that a down payment of $50.00.  This down payment was remitted on December 28, 2015.
 
Regrettably, Mr. [redacted] cancelled his service on January 12, 2015.  Following Mr. [redacted]’s cancellation, the deposit of $50.00 that was remitted at the time of activation was released, leaving a credit balance of $50.00 on Mr. [redacted]’s account.  Additional tax adjustment credits, totaling $0.33, were issued to Mr. [redacted]’s account, bringing the credit balance to $50.33.  Due to an inadvertent error, this balance was not refunded to Mr. [redacted].
 
In an effort to amicably resolve Mr. [redacted]’s concerns, on August 27, 2015, T-Mobile issued a refund to him in the amount of $50.33.  This refund has been issued in the form of a prepaid card, and sent to Mr. [redacted] via U.S. Mail.  Mr. [redacted] can expect to receive this refund within seven to ten business days.  Mr. [redacted]’s account remains closed, with a zero balance.  T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Chris P[redacted]
Executive Response

May 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 April 20, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] has concerns with the equipment charges on the account.   On April 16, 2015, Ms. [redacted] purchased a Samsung Galaxy Note 4 handset with our Equipment Installment Plan (“EIP”) for the mobile number ending in [redacted].  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24-monthly installments in the amount of $31.24.  T-Mobile records do not show that Ms. [redacted] traded-in this handset.  The EIP was manually closed when the 24-monthly installments were billed.  Nevertheless, on March 15, 2017, T-Mobile issued credits to Ms. [redacted]’s account in the amount of $499.88 for the disputed EIP charges for the Samsung Galaxy Note 4 handset in an effort to resolve Ms. [redacted]’s EIP concerns.   On April 17, 2015, Ms. [redacted] purchased an Apple iPhone 6 Plus with our EIP for the mobile number ending in [redacted].  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24-monthly installments in the amount of $31.24.  The EIP was closed on July 2, 2015 and this handset has not been billed since then.   On October 1, 2015, Ms. [redacted] leased a Samsung Galaxy Note 5 handset with JUMP! On Demand (“JOD”) leasing option.  Ms. [redacted] agreed to pay 18-monthly installments in the amount of $29.99.  This handset does not show that it was traded-in although the lease was closed on April 2, 2016 and Ms. [redacted] has not been billed since then for that handset.   On February 28, 2016, Ms. [redacted] purchased an LG V10 handset with our EIP for the mobile number ending in 2642.  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24-monthly installments in the amount of $25.00 per month.  T-Mobile records do not show that this handset was traded-in and the EIP remained open until March 15, 2017.  As of March 15, 2017, the remaining handset balance was $274.99, which T-Mobile adjusted in full.  On March 15, 2017 and April 11, 2017, T-Mobile issued credits to Ms. [redacted]’s account in the amount of $207.36 for previously billed monthly EIP charges.    Finally, on May 13, 2016, Ms. [redacted] leased an Apple iPhone 6S handset for the mobile number ending in [redacted] and she agreed to pay 18-monthly installments in the amount of $31.25.  Our records indicate that the handset with International Mobile Equipment Identifier (“IMEI”) number [redacted] was used on the account through December 4, 2016 although there is also no record of this handset having been returned or traded-in.  As a courtesy to Ms. [redacted], on March 15, 2017, the lease was closed.    Please be advised that T-Mobile last received a payment to Ms. [redacted]’s account in the amount of $120.00 on February 26, 2017.  As a courtesy to Ms. [redacted], on March 16, 2017, a refund in the amount of $120.00 was issued back to the original VISA card ending in [redacted].  As of May 4, 2017, T-Mobile adjusted all disputed EIP and JOD installments and closed the above mentioned EIP and JOD leases; even though our records do not indicate the handsets were returned.  On March 15, 2017, additional courtesy adjustments totaling $275.00 were issued to Ms. [redacted]’s account in an effort to resolve this matter.  Ms. [redacted]’s account balance is now $101.28 and payment was due by April 25, 2017.  T-Mobile respectfully declines to issue additional credits or refunds to Ms. [redacted] for this matter as we have adjusted all disputed charges and closed the disputed installment plans.   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.   Ally Y[redacted] Executive Response

June 16, 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 4, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. T-Mobile records confirm Mr. [redacted] cancelled his services with T-Mobile by transferring his number to another provider on January 21, 2017. In addition, T-Mobile records indicate that the payment Mr. [redacted] made to his account on February 28, 2017, in the amount of $520.55 was returned to T-Mobile as unpaid on March 14, 2017. The reason provided to T-Mobile by the financial institution was that the payment was unauthorized by the checking account holder.
Mr. [redacted] was notified regarding his outstanding balance through late notices in an effort to collect the debt prior to the referral of the account to a third-party collection agency. On May 7, 2017, after unsuccessful attempts to collect on the outstanding balance, Mr. [redacted]’s account was referred to a third-party collection agency, AmSher, with the outstanding balance of $557.88, which includes the returned payment and associated returned payment fee of $20.00, and a one-time collection fee of $17.33.
On June 6, 2017, T-Mobile received a payment received in the amount of $520.55 from AmSher, leaving Mr. [redacted]’s account balance with T-Mobile in the amount of $37.33 consisting of a returned payment fee of $20.00, and a collection fee in the amount of $17.33.
Upon speaking with Mr. [redacted], on June 7, 2017, T-Mobile advised Mr. [redacted] although it is T-Mobile’s position that the outstanding balance is valid and owed, in an effort to amicably resolve the matter, T-Mobile issued a one-time account credit in the amount of $37.33 for the valid returned payment fee and collection fee. Additionally, Mr. [redacted]’s account will be removed from the outside collection agency and any negative reporting will be removed. Please note this can take up to 90 days to reflect on Mr. [redacted]’s credit report. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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.
Adrianne F[redacted] Executive Response

August 23, 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 17, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to changing his rate plan and international charges. Our records confirm that on July 18, 2016, Mr. [redacted] rate plan was changed to a $120.00 promotional rate plan and the $10.00 Family Stateside International w/Mobile Promotional feature was automatically removed as it was not compatible with the new rate plan. Mr. [redacted] August 2, 2016, billing statement included $6,328.21 in international charges and taxes. On August 5, 2016, our $15.00 North America Stateside International Talk w/Mobile feature was added to the five voice lines on Mr. [redacted] account to prevent any further international charges until the rate plan could be corrected. We spoke with Mr. [redacted] on August 18, 2016, and confirmed that we made the requested change back to his original $100.00 Simple Choice Family Unlimited Talk Text and Data 4 lines included and backdated it to August 2, 2016. Our $0.00 2.5GB data feature was added back to all five voice lines and a $10.00 additional line fee was added to the number ending in 1724. Any pending international charges will be rerated and the $15.00 North America Stateside International Talk w/Mobile features added on August 5, 2016, will be waived. On August 18, 2016, we applied a credit of $6,328.21 for the billed international charges reducing Mr. [redacted] current balance to $188.13. Mr. [redacted] stated he understood and accepted our resolution. 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. Daniel R[redacted] Executive Response

June 23, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] has chosen another wireless service provider and that there are concerns regarding his final bill. Please note that when service is cancelled the associated online account is cancelled as well. When this occurs the paperless billing feature is removed from the account and customers then receive a paper statement. Upon speaking with Mr. [redacted] he has confirmed he has now received the paper statement mailed to him.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, T-Mobile credited the final balance due of $141.17. The account remains closed with a zero balance. 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.
David T[redacted]
Executive Response

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

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 26, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to international charges on his T-Mobile billing statement. T-Mobile records indicate that on July 20, 2017, T-Mobile issued a billing statement with the due date of August 12, 2017, in the amount of $2,270.87 which included Roaming and International calling charges from June 20, 2017, to July 19, 2017, in the amount of $1,974.20, and monthly access charges taxes and fees from July 20, 2017, in the amount of $296.67.
Please be advised that T-Mobile cannot substantiate Mr. [redacted]’s allegations of fraud regarding his Roaming and International call charges. However, on July 26, 2017, and July 27, 2017, in an effort to amicably resolve this matter, T-Mobile issued two billing credits totaling the amount of $1,947.38 as a gesture of goodwill, updating Mr. [redacted]’s balance to $323.49. In addition, an international roaming block was applied to all of Mr. [redacted]’s mobile lines at his request. Mr. [redacted] was satisfied with this offer as a resolution to his 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.
Cesar R[redacted]
Executive Response

February 6, 2018
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 February 2, 2018, regarding the above-referenced account.
T-Mobile regrets any continued concerns [redacted] has regarding his account. Please be advised that on January 30, 2018, T-Mobile was notified by [redacted]’s financial institution of the $70.00 returned payment; as such, a hold for a minimum of 30 days was placed on the account for the method of payment used. Please note that this hold prohibits [redacted] from making a payment via the returned payment method (electronic check or credit card) for 30 days, regardless of the return reason.
While the situation is unfortunate, it is not the result of any T-Mobile error. It is T-Mobile’s position that [redacted] is responsible for overdraft fees and any negative reporting associated with the January 30, 2018, returned payment. However, as stated in our previous correspondence with your office, on January 31, 2018, as a courtesy to [redacted], a $25.00 credit was applied for the returned payment fee.
Additionally, on February 2, 2018, as a courtesy to [redacted] and in an effort to amicably resolve this matter, T-Mobile applied a credit of $20.00 for a restore from suspend fee and on February 3, 2018, a credit of $15.00 was applied as a courtesy to [redacted]’s account reducing the account balance to $106.53. T-Mobile respectfully declines [redacted]’s request for additional compensation regarding this matter. We regret any inconvenience to [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.
Daniel R[redacted] Executive Response

June 14, 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 2, 2017, regarding the above-referenced account.
We regret to hear of Mr. [redacted] concerns regarding his T-Mobile service and billing. T-Mobile records confirm that Mr. [redacted] canceled his account on October 12, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 10th of one month to the 9th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed correctly through November 9, 2016.
A review of the account confirms that Mr. [redacted] had initiated a JUMP! On Demand lease for a LG Stylo 2 device. It is important to note JUMP! On Demand customers are responsible for and agree to at the time of lease signing a total of 18-lease payments. 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 however, 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 will be assessed on the next month billing statement. As Mr. [redacted] did not return the LG Stylo 2, he was billed $234.29 for the purchase price option. It is T-Mobile’s position this charge is valid and owed.
Upon speaking to Mr. [redacted] on June 9, 2017, he indicated he would receive a refund for the account since there was a credit balance. We explained the credit balance was prepayment for an Apple iPhone 6s Plus Mr. [redacted] had made and once processed that balance would go toward that device payment. Therefore, a refund was now owed to Mr. [redacted].
However, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile has issued a credit of $454.15 to the above-referenced account bringing the account to a zero balance, which includes a collection fee. 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 this matter may have caused 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.
Belen L[redacted]
Executive Response

March 28, 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 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Ms. [redacted], and that she has designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets Mr. [redacted]’s concerns with the 2016 Apple Black Friday promotion and the status of his submission. On November 24, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or newer model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6 would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 for a promotional value of $649.99.
Our records confirm that on November 25, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 256GB device with a monthly EIP charge of $27.09. Pursuant to the terms of the offer, Mr. [redacted] traded-in an Apple iPhone 6s device and received a Trade-In Value of $165.00. Please note that Mr. [redacted] qualified to receive monthly EIP credits to honor the 2016 Apple Black Friday promotion. Review of the account confirms that from December 3, 2016, through February 2, 2017, Mr. [redacted] received three monthly promotional EIP credits of $22.38 as part of the 2016 Apple Black Friday promotion.
However, as mention in Mr. [redacted]’s letter to your office, on February 22, 2017, the promotional EIP credits were reduced from $22.38 to $19.38 as T-Mobile had verified the $23.38 monthly credits would result in a higher value than the $649.99 2016 Apple Black Friday promotional value.
Is important to note that including the credits Trade-In Value, promotional EIP credits previously received, and the $19.38 promotional EIP credits going forward, Mr. [redacted] is set to receive a promotional value of $639.12. To ensure Mr. [redacted] is provided with the full $649.99 promotional value, on March 28, 2017, a $10.87 credit was applied to the account which left the account with a $10.87 credit balance. Accordingly, it is T-Mobile’s position that Mr. [redacted] will receive the 2016 Apple Black Friday promotional value in full. 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.
Alberto V[redacted]
Executive Response

October 29, 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 October 25, 2015, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any frustration Mr. [redacted] encountered with canceling his T-Mobile account. Our records confirm that on July 16, 2015, Mr. [redacted] activated his account. At the time of activation, Mr. [redacted] ordered an LG Leon, an LG G Stylo, a Samsung Galaxy Note 4, and an iPhone 6 Gold. Mr. [redacted] elected to finance the cost of the equipment through the Equipment Installment Plan (“EIP”) wherein he agreed to pay for the balance of $1,819.67 in 24 monthly installments of $75.82. Further records confirm that the equipment was received at our warehouse on September 10, 2015. Unfortunately, due to an administrative error, Mr. [redacted]’s account was not cancelled. However, on October 13, 2015, Mr. [redacted] contacted Customer Care and pursuant to his request his account was cancelled effective the same date and on October 19, 2015, the EIP balances were waived. In an effort to amicably resolve this issue, T-Mobile has applied a $219.84 credit to Mr. [redacted]’s account to bring his outstanding balance to zero. Please note that Mr. [redacted] has remitted two payments totaling $449.00. As Mr. [redacted] did not utilize the service we have refunded these payments back to him which will be sent as a prepaid refund card to his billing address. Mr. [redacted] can expect to receive his refund within seven to ten days. We will follow up on Mr. [redacted]’s account after his final billing statement is printed on November 10, 2015, and adjust any final balance to zero. After which, Mr. [redacted]’s account will remain closed with a zero balance. Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any of our representatives failed to do so while assisting 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. Brian W[redacted] Executive Response