T-Mobile Usa Inc

April 6, 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 has attempted to contact Ms. [redacted] but have been unsuccessful therefore we will make every effort to address her concerns within this letter. Additionally, T-Mobile has deemed Ms. [redacted] and Ms. [redacted] is the same person.
T-Mobile regrets Ms. [redacted]’s concerns regarding the creation of her payment arrangement. As Ms. [redacted] indicates in her correspondence to your office, T-Mobile declined to create a payment arrangement without her banking information. Please be advised however our records indicate on March 29, 2017, a payment arrangement was successfully made with Ms. [redacted] with regard to her outstanding balance of $181.98 set to be paid on April 10, 2017.
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.
Kimo C[redacted]
Executive Response

October 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: Mr. [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 15, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced with his account. T-Mobile records confirm that on September 20, 2016, Mr. [redacted] participated in the iPhone 7 Trade Up promotion wherein he purchased a new iPhone 7 Black 128GB device and elected to trade in his iPhone 6 16GB device. Mr. [redacted] elected to finance the iPhone 7 through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $99.99 plus tax, and agreed to pay for the remaining cost of the device totaling $649.99 in 23 monthly installments of $27.09 and one final installment of $26.93. With this promotion Mr. [redacted] will receive a trade in credit of $165.00 when his iPhone 6 is received, which will apply toward his account balance, and he will also receive 24 monthly Apple promotional credits totaling $484.99 toward his EIP loan for the iPhone 7. Customers who participate in the iPhone 7 Trade Up promotion were required to change their plan to the T-Mobile One plan. As such, on September 20, 2016, Mr. [redacted]’s rate plan was changed from the $100.00 Simple Choice Family Time Unlimited Talk, Text and Data plan for two lines, to the $130.00 T-Mobile One Unlimited Talk, Text and Data plan for two lines, effective October 11, 2016. Since Mr. [redacted] is subscribed to automatic payment, he receives a monthly discount of $5.00 for each mobile number, reducing his monthly cost before taxes and other features to $120.00. As Mr. [redacted] states in his correspondence, the T-Mobile One plan is a promotional plan and therefore is not eligible to receive any monthly discounts provided through our Corporate Discount program. We would be happy to change Mr. [redacted]’s rate plan back to his previous plan. However, if Mr. [redacted] elects to change his rate plan back, he will no longer qualify for the iPhone 7 Trade Up promotion and therefore will not receive the monthly Apple promotional credits. If Mr. [redacted] would like for us to change his rate plan back to his previous plan, he may contact me at the number below. 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. Brian W[redacted] Executive Response

June 1, 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 21, 2017, regarding the above-referenced account.
We regret any inconvenience this matter may have caused Ms. [redacted]. T-Mobile records indicate that on January 24, 2017, replacement equipment was ordered for Ms. [redacted]’s non-working handset, and it was shipped to her on January 26, 2017. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment. As such; Ms. [redacted] was charged $849.73 on March 11, 2017, for the non-return fee and applicable taxes. It is important to note that the possibility of a non-return fee was disclosed to Ms. [redacted] at the time the exchange was processed.
After further review, it has been found that the non-working equipment serial number has been in use on Ms. [redacted]’s account. As such, it is T-Mobile’s position that the non-return fee is valid and owed. However, in an effort to amicably resolve this matter, T-Mobile has agreed to remove the non-return fee as an exception and block the serial number in question. Ms. [redacted] has accepted this agreement as a resolution.
T-Mobile records indicate Ms. [redacted]’s most recent billing statement dated May 18, 2017, included a rolling passed due balance of $1,318.08 which includes the non-return fee of $849.73, new charges of $209.57 for monthly access charges and applicable taxes for services from May 19, 2017, through June 18, 2017. As of May 23, 2017, Ms. [redacted] has accepted the credit of $849.73 for the non-return fee which then brought Ms. [redacted]’s balance to $677.92.
T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on her billing statement remittance slip. T-Mobile regrets an y 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.
Thania R[redacted]
Executive Response

April 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 March 29, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to being charged for a phone that she returned.
T-Mobile records shows that on October 27, 2016, a handset replacement was ordered for Ms. [redacted]’s non-working handset, and it was shipped to her on November 24, 2016. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.
Our records do not indicate that we received the non-working handset, as such, on January 7, 2017; Ms. [redacted] was charged $649.99 for the non-return fee. However on April 10, 2017, T-Mobile was able to locate the handset and applied an adjustment to Ms. [redacted]’s account in the amount of $649.99 leaving her balance reflecting the amount due of $178.39. This balance consists of monthly reoccurring charges, EIP monthly charges and applicable taxes and fees for the billing periods of February 2, 2017 through April 1, 2017.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jimmie P[redacted]
Executive Response

May 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 correspondence dated May 2, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’s concerns and if she was unaware that an account was opened. However, it does appear that at the time T-Mobile was provided with Ms. [redacted]’s social security number and a credit check was authorized, the above referenced account was activated with the mobile numbers ending in [redacted] and [redacted]. Please note that the mobile numbers may have been only a placeholder if Ms. [redacted]’s intention had been to port her current mobile numbers in.
As previously mentioned in our correspondence to your office, Ms. [redacted]’s account has been closed and all charges were absolved from Ms. [redacted]’s responsibility. Please be advised that Ms. [redacted] account was never reported to any credit agency. We truly regret Ms. [redacted]’s experience and we will ensure that the feedback is passed on to the appropriate department for further review.
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.
Mercedes V[redacted]
Executive Response

September 28, 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 16, 2017, regarding the above-referenced account.  Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.   It is important to note that T-Mobile does not reflect a record of Ms. [redacted] contacting Customer Care or visiting a local retail location to report her concern regarding unauthorized purchases.    Regrettably, due to the limited details provided by Ms. [redacted] and unsuccessful contact attempts with her, T-Mobile was unable to identify her specific concern regarding which and what purchase to review.  It is important to note that as of September 13, 2017, Ms. [redacted]’s account has been suspended due to nonpayment as her last recorded payment is dated July 11, 2017, in the amount of $153.86.  Her account reflects a total balance due of $1,355.18 which is completely past due as of the date of this letter.  As such, T-Mobile asks that Ms. [redacted] contact me at the number below at her earliest convenience for further review.    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 Tell us why here...

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 Prepaid No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 30, 2017, regarding the above prepaid account.    T-Mobile is always working to improve its service, and we regret any data service issues that Mr. [redacted] may have experienced.  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 recent contact with our retail location and our Customer Care.   Unfortunately we are unable to guarantee data speeds in any location.  There is no way to predict an exact speed with the variety of factors that can affect a customer’s experience.  The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site.  Additionally, customers may experience different results based on location and number of other customers on the network.     Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”    Nevertheless, in an effort to amicably resolve this matter, on September 12, 2017, T-Mobile refunded Mr. [redacted] in the amount of $53.90 to his financial institute.  Mr. [redacted] has accepted this offer. 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.   Chris L[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because: nowhere at all did the Executive Relations specialist address any plans for network enhancements in my home area. She also does not understand that my service works much better in other parts of town. What T-Mobile basically gave in this response is the easy way out. Going from a contract-carrier to a no-contract, month-to-month carrier doesn't mean that they don't have to provide the services that subscribers pay for and expect; our standards are still the same, and that is exactly what I'm holding T-Mobile to!
 
I request that this case remain open because I know for a fact that T-Mobile CAN come back with a better response, one that is more convincing that they really do care and rather fight to keep customers rather than turn them away!Sincerely,[redacted]

January 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 January 25, 2017, regarding the above-referenced account. On January 26, 2017, T-Mobile spoke with [redacted] and is pleased to report that we have resolved this matter to his satisfaction. T-Mobile thanks Mr. [redacted] for showing interest in activating T-Mobile service. T-Mobile records confirm that there was not any service usage on the above referenced account. Therefore, in an effort to resolve this matter amicably, T-Mobile has applied credits for the balance in full and the canceled account reflects a zero balance. In addition, the account was not assigned at any time to a third party collection agency and there will not be any negative reporting to the credit bureaus regarding the debt. 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. Pancho Q[redacted] Executive Response

February 6, 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 26, 2017, regarding the above-referenced account. T-Mobile regrets to hear that Ms. [redacted] has concerns about the above-referenced account. Please be advised that on December 23, 2016, Ms. [redacted] visited the T-Mobile retail store to inquire about service. At that time, Ms. [redacted] provided the retail associate with personal information, such as her social security number, date of birth, and billing address and a request was processed to port in two lines of service from her then-current carrier. We regret that Ms. [redacted] was unaware that providing this personal information caused an account to be created and her lines ending in [redacted] and [redacted] to be ported from her wireless provider. T-Mobile records indicate that the above-referenced account was closed on December 30, 2016, and the line ending in [redacted] was ported back to her prior wireless provider. The account in question has a final balance due of $148.89 for the monthly recurring service charges. In order to amicably resolve the concern, T-Mobile has placed a credit on the account in the amount of $148.89. The closed account reflects a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Nikki S[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

August 9, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 30, 2017, regarding the above-referenced account.    We regret any concerns Mr. [redacted] has regarding his T-Mobile handset.  T-Mobile records reflect that on May 30, 2017, Mr. [redacted] purchased an Apple iPhone 6S Plus handset.  By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device.  Upon review of Mr. [redacted]’s account this warranty has been extended as he subscribes to the optional Premium Device Protection.  During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records confirm Mr. [redacted] contacted Assurant Inc. to process a new insurance claim for his Apple iPhone 6S Plus handset.  Our records indicate Mr. [redacted] received the handset by mail on June 16, 2017.  It is important to note Mr. [redacted] did not report issues with his replacement handset to our Customer Care department regarding issues with the volume key or any other device concerns until July 9, 20 17.  At the time Mr. [redacted] reported issues with his equipment, T-Mobile processed a limited warranty exchange on his Apple iPhone 6S Plus handset after performing troubleshooting steps.  However, the Apple iPhone 6S Plus handset is currently on backorder and will ship once inventory is available. On July 11, 2017, in order to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to send a working T-Mobile handset from our Executive Office in exchange for his non-working handset.  Regrettably, Mr. [redacted] has refused T-Mobile’s offer.  It is important to note Mr. [redacted] advised he was aware of T-Mobile’s Terms & Conditions regarding Limited Warranty exchanges.  It is important to note T-Mobile extended the above mention offer until August 20, 2017.    Please be advised that on August 7, 2017, our Executive Office spoke with Mr. [redacted] and again extended the offer to provide Mr. [redacted] a working handset from our Executive Office in which case he declined.  Finally, T-Mobile made a final offer to allow Mr. [redacted] to return his Apple iPhone 6S Plus handset to our office in good working condition by August 20, 2017 and T-Mobile will close the remaining balance.  T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christopher P[redacted] Executive Response

Revdex.com:Although this experience has been infuriating and it took threat of closing my account with T-Mobile and reporting their faulty practices to the Revdex.com to finally receive some sort of effort from them in order to resolve this issue,  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]

Complaint: [redacted]
I am rejecting this response because:I will go to answer point to point to clarify things.·         I did not send new information to the same as your company. You repeat and repeat the same information, maintaining your position in the same way that I maintain my position in this situation, since the injured is me.·         We are clear that on your part you gave a credit for a certain period, and I am grateful for that, since it was an agreement between both parties and you do not need to repeat it, since I also pay for the service for many years without using it.·         Your company did not have the obligation to do so, as long as they had not decided that in agreement. But he continued to respect my request and extend it, so he had talked at every opportunity. That is, if it was authorized, the deal must be respected.·         The outstanding balance of $ 29.56 was due to the error of the representative of your company who did not do the job well. If it had not been like all the previous times. So my balance would have been $ 0 and we would not have had this problem.·         Your records are wrong with respect to my knowledge of the debt, since the day I was attended by the representative informed me that the balance had been zero, and that the suspension and its corresponding credit would be extended to zero. I returned to the country on the last day of September and tried to reactivate the line, and that was when I found out that you had sent me to collection. The records that I have of each person who attended me say the opposite. Also, being out of the country you did not have the opportunity to notify me. That explains that your maneuver was done with malice, hurting me extensively.·         And the proof is in what you are telling me. You got tired of giving me credit. It is proven that 18 days after speaking with the representative, you canceled the line. As the line was suspended, it could not be suspended and they decided to cancel it. The logic says that if a customer does not pay the service is suspended, but since the service was already suspended you canceled it. That is a terrible mistake, because to cancel a service you need the authorization of the client. And I never gave it. Consequently, this resulted in the loss of the number in question. The error is yours and you do not want to recognize it.Finally, I want to clarify, that I was contacted by phone a few days ago by another representative of you and did not give me any solution and remained intransigent in the negotiation.My proposal to end this topic was, that I would try to recover the line with [redacted] ** since he told me that you can not do that. If I managed to get it back, I would logically have to make a contract with them. As the service of the mentioned company does not serve me very well in the area that I live, I would have to cancel immediately. Upon cancellation there would be a cancellation charge to spend my line with T Mobile. Then, he told me that you would be responsible for reimbursing me for these expenses. .I was surprised to see your answer, as I thought you would make this clear. Please confirm if this is so, so as not to incur expenses that you will not reimburse.

Complaint: [redacted]
I am rejecting this response because:After following the instructions and problem persisted I called Tmobile again. I was instructed  to take device to Apple Store for diagnostic. On February 22 I took the phone to the Apple Store and I wasn’t formed my iPhone 8+ is a MODEL A1897. The MODEL A 1897When unlocked by Tmobile it only works with T-Mobile and AT&T in the United States. It has no GSM or LTE capability to work with any other carrier except the two aforementioned. I took the liberty to go and present my case to the T-Mobile corporate store at the Towson Shopping Center on Dulaney Rd.  They offered no options and stated that this is normal practice and that I should have asked about carriers before buying the phone. I fulfilled my contract and nowhere did it state That once I paid off my phone I wouldn’t be able to use it with other carriers except the two mentioned.  I asked if I can get the same type of plan I currently have with my carrier of four lines with unlimited tech talk text and data for hundred dollars a month or get a refund so that I can get a phone which I can use like I paid for and their response was, “no!”I would like to be made whole again. I paid over $800 for an iphone 8 plus less than 5 months ago and I cannot use it for anything other than a paperweight. I would like a my money back or a plan offer equivalent to the one I have now so that this matter can finalky be put to rest. And consumers should be given full informed consent of what they’re purchasing.   
Sincerely,
[redacted]

I don't not understand why we have to send the note 5 back because we had so much problems with it they should waive everything all time and hassle we had go threw represantives lie say we don't return phoneSincerely, [redacted]

Revdex.com:
   The issue of billing was resolved. They also allowed my husband to give me access to our account. I would still like my dissatisfaction for their sexism and poor customer service to remain on record as there has been no apology or recognition of error on...

their part.    [redacted]

September 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated September 13, 2017, regarding the above-referenced file number.
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 recent contact with our Customer Care team.
Mobile Device Unlock (“MDU”) requests are approved for customers who meet the eligibility requirements. Customers can review these requirements at https://support.t-mobile.com/docs/DOC-1588 which do state that T-Mobile may request proof of purchase prior to approving an MDU request. Upon speaking with Mr. [redacted], T-Mobile has confirmed that the device he wishes to unlock was purchased from a third party. As T-Mobile requires that the device be purchased from an authorized retailer, we are unable to approve Mr. [redacted]’s request. In such instances, T-Mobile refers consumers to the point of purchase and we encourage Mr. [redacted] to continue working with the vendor who assisted in the purchase for resolution.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted]
Executive Response

April 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 April 5, 2017, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’ satisfaction.    T-Mobile regrets that Ms. [redacted] has concerns with the equipment refund.  On March 6, 2017, Ms. [redacted] ordered two Samsung Galaxy J7 handsets that were delivered to her on March 9, 2017.  T-Mobile records show that Ms. [redacted] requested to return the handsets and per UPS tracking number [redacted], UPS received the handsets on March 16, 2017 and they were delivered to our return center on March 21, 2017.  Please be advised that returns may take up to 30-days from the date they are received to be processed and it has not yet been 30-days since Ms. [redacted]’ handsets were returned.   Please be advised that $53.00 of the order was for the SIM Starter Kits and this amount was not refunded.  On April 10, 2017, T-Mobile issued a refund to Ms. [redacted] in the amount of $292.56 for the amount that Ms. [redacted] paid toward the handsets at the time of purchase.  In addition, as a gesture of goodwill, on April 10, 2017, T-Mobile issued a credit in the amount of $53.00 to Ms. [redacted]’ account for the cost of the SIM card kits.  As of April 19, 2017, Ms. [redacted]’ account balance is $114.84, which will be paid via AutoPay on April 26, 2017.  T-Mobile appreciates Ms. [redacted]’ business and we regret any inconvenience that she may have experienced.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response

Complaint: [redacted]I have accepted T-Mobiles offer that was discussed on the phone with Tye from T-Mobile executive response, but I had to choose the reject option because while I do agree to accept T-Mobile resolution discussed on the call, the details agreed to then are not fully represented in the T-Mobile response to the Revdex.com and I wanted the differences to be documented:  I have also attached a picture taken with the camera that shows the issue.  * It was agreed that the replacement handset was to be a serial number newer than my current handset, outside the currently know defective range specified by T-Mobile due to reports on the T-Mobile Support Web Page of exchanged units also being camera defective.* It was agreed that T-Mobile was waving the exchange fee associated with replacing my defective Note 4 phone.* If the replacement device was not of acceptable condition and function it will also be replaced without fee.* Replacement device has a 1 year warranty.* I will have time to test the functionality of the device prior to the return of my current defective unit.   I  still firmly hold that T-Mobile should be aggressively pressing Samsung to Replace the Known defective devices rather than waiting for Samsung to address the issue and if such exchange/recall were to happen that I be included even if replacement device is now outside the range.  I still am not happy about the replacement being a refurbished device but my options have been limited. Sincerely,[redacted]