T-Mobile Usa Inc

May 9, 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 26, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile account. T-Mobile’s international call blocking feature will block outbound international calls with T-Mobile except for the following situations:
• Dialing internationally while customers are roaming domestically on other service partners' networks;
• Sending international text messages to international mobile numbers.
• Receiving calls from international callers; and
• Calls to Canada and/or the US Virgin Islands (St. Thomas, St. John, St. Croix, and Water Island).
Please note that customers can add international call blocking to their lines by contacting Customer Care. Records confirm that, on February 25, 2017, the mobile number ending in [redacted] was activated. At that time, as T-Mobile had not received instruction to add international call blocking to this line, the feature was not added. However, as of April 24, 2017, the feature has been active on the mobile number ending in [redacted].
In addition, T-Mobile regrets any concerns Mr. [redacted] has experienced regarding the recent transfer of his mobile number ending in [redacted]. According to our records, on April 21, 2017, the mobile number ending in [redacted] was transferred to another service provider. The arrangement to transfer the line of service was made directly with the 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 the new wireless service provider took control of it.
However, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], on May 1, 2017, T-Mobile agreed to apply a credit in the amount of $241.06 toward Mr. [redacted]’s account for the international usage charges, incurred on the mobile number ending in [redacted], from the billing statement dated April 19, 2017. Pursuant to our conversation with Mr. [redacted], the matter is resolved and he has no further concerns. Mr. [redacted]’s account remains active with a balance of $223.75 which consists of monthly access charges, monthly Equipment Installment Plan ("EIP") installments, applicable taxes, and fees from the billing statement dated April 19, 2017, and is due, on May 11, 2017. 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.
Brandon M[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

July 10, 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 Prepaid No. XXX-XXX-[redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 27, 2017, regarding the above-referenced prepaid number.    T-Mobile regrets any inconvenience to Mr. [redacted] regarding international roaming rates.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s contact with our retail location.   We understand Mr. [redacted]’s concerns regarding the charges for international roaming.  Though Pay in Advanced accounts automatically have international roaming permissions, the rates may vary depending on the account type.  We regret any inconveniences these rates may have caused Mr. [redacted].   In regards to Mr. [redacted]’s concerns surrounding the return of a prepaid SIM card, 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, upon speaking to Mr. [redacted] on June 28, 2017, T-Mobile agreed to issue a refund in the amount of $61.67 in an effort to amicably resolve his concerns.  Please be advised that the refund was approved on July 2, 2017, and will take seven to ten business days to process.  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.   Anthony M[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]

January 2, 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 dated November 18, 2017 regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to the mobile device unlock process. T-Mobile records confirm that Ms. [redacted] canceled her account on November 16, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 15th of one month to the 14th 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, Ms. [redacted] was billed through December 14, 2017.
On November 22, 2017, T-Mobile advised Ms. [redacted] that the handset may be unlocked once the remaining balance on the account was paid. T-Mobile records show that the billing statement dated December 14, 2017, reflected a total balance due in the amount of $492.82. Ms. [redacted] was assessed charges for monthly recurring charges, Equipment Installment Plan (“EIP”) balance, and applicable taxes and fees for the billing cycle of November 15, 2017, through December 14, 2017.
Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. As Ms. [redacted]’s account is cancelled, pursuant to T-Mobile’s Mobile Device Unlock policy, the account must have a zero balance. Ms. [redacted] may remit a payment in the amount of $492.82 by contacting our Customer Care team at [redacted]. In addition, our Customer Care team can request the Mobile Device Unlock request for Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] ext. [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]

August 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 August 15, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile contacted Mr. [redacted] and resolved his concerns to his satisfaction.   We regret any inconvenience to Mr. [redacted] regarding our handset promotions and we appreciate the opportunity to address his concerns. Please be advised that from November 24, 2016 through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Mr. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG handset from any carrier.  With that trade-in, and subscription to our T-Mobile ONE or Simple Choice Unlimited rate plan, Mr. [redacted] was eligible to receive the Apple iPhone 7 handset, Apple iPhone 7 Plus handset or Samsung Galaxy S7 Edge handset at no cost after trade-in and monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment.  Please note that these requirements must be met throughout the term of the EIP.   T-Mobile records indicate on November 24, 2016, Mr. [redacted] took advantage of our EIP program to purchase an Apple iPhone 7 32GB Black handset priced at $649.99 for the line of service with mobile number ending in [redacted].  Mr. [redacted] traded in an Apple iPhone 6 16GB Black handset which according to the stipulation of the afore-mentioned offer, the price for the new Apple iPhone 7 handset would be of $100.00 after trade-in and monthly bill credits.  On December 16, 2016, a trade in credit of $100.00 was posted to Mr. [redacted]’s account, however, due to an inadvertent error, the monthly credits did not impact Mr. [redacted]’s account.  On March 28, 2017, T-Mobile applied four credits of $22.38 each on Mr. [redacted]’s account to make up for the missing credits and from that point forward, Mr. [redacted]’s account has received monthly credits of $22.38 on the 8th of the month.  As such, Mr. [redacted]’s account is currently receiving the benefits of the promotion as stipulated.    On November 25, 2016, Mr. [redacted] purchased an Apple iPhone 7 Plus Jet Black 128GB handset priced at $869.99 for the line of service with mobile number ending in 4558, and traded in a Samsung Galaxy S6 handset which according to the offer, Mr. [redacted]’s new Apple iPhone 7 Plus 128GB handset price would be $200.00 after trade-in and monthly credits.  On December 22, 2016, the trade in credit of $118.00 was posted Mr. [redacted]’s account and on January 4, 2017, the monthly credits of $23.00 began to apply to Mr. [redacted]’s account.  At the end of the 24 months, Mr. [redacted]’s account would have received a total of $515.84 in credits, however this amount would be less of what the actual credit should be ($669.99) with the difference of $154.15.  In an effort to resolve this matter, on August 17, 2017, T-Mobile applied a credit of $154.15 to Mr. [redacted]’s account to compensate for the difference Mr. [redacted] is entitled to.    Additionally,  Mr. [redacted] purchased a Samsung Galaxy S7 Edge 32GB Blue handset priced at $789.99 for the line of service with mobile number ending in 5235 and traded in a Samsung Note 5 handset which according the offer, the price for the new device would only be $100.00 after the credits. However, due an inadvertent error, Mr. [redacted]’s device was not enrolled in the promotion until March 29, 2017, where four credits of $24.05 were posted to his account to make up for the missing credits and Mr. [redacted]’s account has received the monthly credits since.  On April 14, 2017, Mr. [redacted]’s account received the trade in credit of $109.00.  At the end of the 24 months, Mr. [redacted] would have received a total of $686.20 in credits which is still short $3.79.  As such, on August 17, 2017, T-Mobile applied a credit of $3.79 to Mr. [redacted]’s account.   Mr. [redacted] accepted the credits provided as resolution his concerns and his account remains active with a revised balance of $36.93 due on September 3, 2017.  We regret any inconvenience to Mr. [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.   Sal O[redacted] Executive Response

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

of your correspondence dated April 16, 2017, regarding the above-referenced file number. Please be advised that we have made several attempts to contact Mr. [redacted], however our attempts have been unsuccessful.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account balance. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided and as such, we are unable to release any account details. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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.
Diana J[redacted]
Executive Response

January 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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 17, 2017, regarding the above-referenced account. T-Mobile is pleased to report we have resolved Ms. [redacted] concerns to her satisfaction. T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences. The device trade-in program allows customers to trade in their current devices for credits when they purchase or lease new devices. Trade-in devices are collected in stores at the time of the purchase or lease and the credits are applied in the following order: • Existing Equipment Installment Plan (“EIP") balances – customers who have an active EIP will have the trade-in credit applied to the remaining balance owed on that device. • New EIP or lease balances – customers who are financing a new device will have the credit applied toward the amount due at the time of purchase or lease. • In-Store purchase – any additional amount of the trade-in credit will be applied to additional purchases such as equipment accessories. • Bill credit - Any amount left over from the in-store purchase option will result in an instant bill credit. It is important to note that device trade-ins are final and customers are unable to have their trade-in devices returned to them if the device purchased from T-Mobile is returned during the standard return period. This information is disclosed at the time the trade-in is performed. If customers choose to return their T-Mobile device, they will be issued their refund will include the trade-in amount they were quoted at the time of purchase minus any restocking fee. T-Mobile records indicate that on December 30, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Kyocera DuraForce XD handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $300.00 plus sales tax and agree to a series of 24 monthly installments in the amount of $4.17. T-Mobile records confirm that an Apple iPhone 6s was traded in with this transaction, and she was quoted a trade-in value of $185.00; this trade-in amount was applied to the amount due at the time of purchase. This DuraForce devices was returned during the return period and a refund was issued for the amount due at purchase, plus the trade-in value, and minus the restocking fee. It is T-Mobile’s position the trade-in device cannot be returned and no further compensation is owed. Nevertheless, in an effort to provide Ms. [redacted] with a truly Un-Carrier experience, T-Mobile agreed to allow her to return the Kyocera device outside the standard return period and it was received at our office on January 26, 2017. T-Mobile has confirmed the device is in working condition with no physical or liquid damage and we have issued a refund in the amount of $595.00. This includes the total cost of the returned device as well as the trade-in value of the iPhone 6s. The refund has been issued in the form of a prepaid debit card that will arrive at the billing address on Ms. [redacted] T-Mobile account in five to seven business days. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Liana G[redacted] Executive Response

March 30, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: Jodyann B[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 14, 2018, regarding the above-referenced account.  T-Mobile regrets that Ms. B[redacted] feels that our investigation is not sufficient to resolve the concerns presented in her letter to your agency; however her newest correspondence provides no new information that would warrant reconsideration of our position regarding this matter.It is important to note that T-Mobile attempted to contact Ms. B[redacted] on three separate occasions prior to our response to your office dated March 26, 2018.  We attempted to reach her on March 14, 2018, March 18, 2018 and March 19, 2018, and regret that we were unable to reach Ms. B[redacted] prior to sending our response to your office.  Nevertheless, upon speaking with Ms. B[redacted] on March 28, 2018, T-Mobile has confirmed she did receive our response to your office dated March 26, 2018.  T-Mobile addressed Ms. B[redacted]’s concerns with her rate plan. T-Mobile has offered to switch Ms. B[redacted]’s account to a postpaid account in order to take advantage of the T-Mobile One rate plan.   However, Ms. B[redacted] declined to make any changes to her current rate plan and or account at this time as she did not want to go through a credit evaluation.  Should Ms. B[redacted] choose to convert her account to a postpaid account at a later time she may contact Customer Care 24 hours a day 7 days a week at 800-937-8997 or by dialing 611 from her T-Mobile handset.  T-Mobile regrets any inconvenience this matter may have caused Ms. B[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. 341-8067.Very truly yours,T-MOBILE USA, INC.Sharon B[redacted]Executive Response

October 2, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                                  Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 18, 2017, regarding the above-referenced account.   T-Mobile regrets any inconvenience Mr. [redacted] experienced regarding his new device.  Our records indicate Mr. [redacted] processed a JUMP! upgrade on August 26, 2017, from an LG V10 handset to an LG V20 handset, as he subscribes to the JUMP! 2 feature.  The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an Equipment Installment Plan (EIP) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device.    On September 8, 2017, Mr. [redacted] contacted T-Mobile explaining that he was unable to utilize the group message feature on his device. At that time, we completed troubleshooting to determine the root cause for Mr. [redacted]’s device issue.  This resulted in an escalation to T-Mobile’s Engineering Team.  On September 18, 2017, Our Engineering Team requested Mr. [redacted] test his SIM card in a known working device to rule out his LG V20 handset as the issue.  Regrettably, Mr. [redacted] declined our efforts.  Should Mr. [redacted] require additional assistance regarding this matter, he may contact us at the number listed below, or our Customer Care at 800-937-8997 at his convenience.  We regret any inconvenience this matter may have caused.   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.   Mathew G[redacted] Executive Response Tell us why here...

June 27, 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 June 13, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to his JUMP! insurance. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance.
T-Mobile records indicate that on July 22, 2015, Mr. [redacted] utilized our EIP offering on line ending in [redacted] to purchase a new Samsung Galaxy S6 Edge in Gold. Additionally, on July 22, 2015, the $12.00 JUMP! insurance feature was added to the line ending in [redacted]. It is important to note that the JUMP! insurance feature covers only the line of service which reflects the active feature.
T-Mobile records indicate that as of October 14, 2016, the line ending in [redacted] began utilizing the Samsung Galaxy S6 Edge. On June 11, 2017, as the line ending in [redacted] was not enrolled in the JUMP! feature for $12.00 per month Assurant denied the claim for physical damage as Mr. [redacted] submitted.

However, in an effort to offer an amicable resolution, on June 16, 2017, Mr. [redacted] was sent a Samsung Galaxy S8 Plus at the deductible pricing of $175.00. Mr. [redacted] was advised the charge will reflect on the billing statement generated on July 15, 2017. Mr. [redacted] accepted this as resolution to his concern.
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: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.

September 27, 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 14, 2017, regarding the above-referenced account.
T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in moderate coverage area with no known issues.
It is important that if customers experience any difficulties with the service, that they provide Customer Care details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. It is important to note that we have no record of Ms. [redacted] contacting us with concerns regarding her coverage prior to July 14, 2017, which was the date that she was offered a coverage solution for her home and educated about the moderate coverage in the area.
As of July 22, 2017, Ms. [redacted] ported her mobile numbers ending in 1457 and 0942 from T-Mobile to another service provider. However, the mobile number ending in 0605 remained active with T-Mobile. As of August 10, 2017, the mobile number ending in 0605 was cancelled. T-Mobile records show that Ms. [redacted] was informed she would be responsible for the remaining $336.00 to pay off her device; however as a courtesy we would apply an adjustment for the final billing statement. Ms. [redacted] remitted payment totaling $332.00 for the cost of the device. T-Mobile applied adjustments for the final billing statement in the amount of $179.72, which brought the account to 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.
Lauren L[redacted] Executive Response

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]

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]

December 11, 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 5, 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 his equipment trade in. T-Mobile records confirm that on August 8, 2015, Mr. [redacted] elected to lease an iPhone 6 16GB device. Mr. [redacted] elected to participate in our JUMP! On Demand Amped Promotion wherein he agreed to lease the iPhone 6 16GB and agreed to pay 18 monthly installments of $27.00. With the promotion, customers are eligible to receive a $12.00 monthly credit which discounts their monthly lease payment to $15.00. In order to receive the monthly credit, customers must trade in a data device at the point of sale. Additional records confirm that Mr. [redacted] traded in a Motorola device for this promotion. T-Mobile records indicate that upon receipt of the package at the trade-in center and the inspection of the device, it was found to have liquid damage which was not evident at the time it was presented for the in-store inspection making it ineligible for the monthly JUMP! On Demand Amped credits. Nevertheless, in an effort to amicably resolve this issue, on December 5, 2015, we applied a $270.00 credit to Mr. [redacted]’s account in lieu of the monthly promotional credits. Mr. [redacted]’s account now has a credit balance of $270.00. 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

October 14, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 6, 2016, from [redacted] regarding the above-referenced account.  We are pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
 
Please note that from July 22, 2016 through August 31, 2016, customers who signed up for select Simple Choice and Family Match rate plans could qualify for a free Samsung On5, LG K7, Samsung J7, or LG K10 on us, after monthly promotional bill credits.
 
Our records confirm that on July 21, 2016 and July 22, 2016, Mr. [redacted] purchased a total of two Samsung J7 devices on our Equipment Installment Plan (EIP). At the time of sale Mr. [redacted] was not required to remit a down payment but agreed to a series of 24 monthly installments of $10.00 on each device. 
 
After reviewing our records, we confirm that Mr. [redacted] does not qualify for the free Samsung J7 offer as he is not on an eligible rate plan. 
 
Nevertheless, on October 14, 2016, T-Mobile contacted Mr. [redacted] and although he does not qualify for a free device based on his current promotional rate plan, as a courtesy and in an effort to resolve this matter amicably, we did offer to credit the cost of one of the Samsung J7 devices in full totaling $239.99. In addition, T-Mobile allowed Mr. [redacted] to stay on his deeply discounted promotional rate plan. Mr. [redacted] accepted this offer as full resolution to his concerns and considers this matter resolved to his satisfaction.  Mr. [redacted]’s account currently remains active with a credit balance of $30.00 which will be applied to his subsequent billing statement.
 
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.
 
Marcos C[redacted]
Executive Response

September 6, 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 29, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her recent activation and we are pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction. T-Mobile records indicate that Ms. [redacted] activated the account on August 25, 2016, with the mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] subscribed to our now grandfathered Simple Choice Family Unlimited Talk Text plus 6GB of Data promotional rate plan for $120.00 per month for the first four lines of service. Additionally, each of Ms. [redacted]’ mobile numbers subscribed to JUMP! with Premium Handset Protection for $9.00 per line each month. T-Mobile records indicate that upon activation, Ms. [redacted] paid a total of $84.60 for four SIM cards plus applicable taxes and she qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three Samsung Galaxy On5 handsets. 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]’ purchase, she was not required to make a down payment; however, she agreed to a series of 24 monthly installments in the amount of $17.52. With the monthly access charges, optional feature charges and equipment installments, Ms. [redacted]’ monthly billing statement totaled $173.52 prior to equipment installments, fees and taxes. Ms. [redacted]’ account was billed with our ‘bill current’ billing system, which means that she was billed for services in advance. Ms. [redacted]’ billing period started on the 27th of each month and ran through the 26th of the following month; payment was due on the 19th of each month. On August 27, 2016, Ms. [redacted] was sent a billing statement in the amount of $177.63 which consisted of new charges for services from August 27, 2016, through September 26, 2016, fees and applicable taxes. This payment was due on September 19, 2016. On August 29, 2016, pursuant to Ms. [redacted]’ request, the account was canceled. Unfortunately due to an inadvertent error, the retail store was not able to issue a refund for the $84.61 that Ms. [redacted] had previously paid. Please be advised that Ms. [redacted]’ EIP order was canceled and she currently does not have an open EIP. In addition her account has been credited $177.63 and as such, Ms. [redacted]’ account remains closed with a zero balance. Upon speaking with Ms. [redacted] T-Mobile advised of the above and offered to issue refund in the amount of $84.60 via direct deposit for the SIM cards. Ms. [redacted] accepted this as a resolution and was advised the refund will post to her checking account within one to three business days. Ms. [redacted] had no addition 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

January 15, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 26, 2017, regarding the above-referenced account. As you are aware, [redacted] have designated Mr. [redacted] as an authorized user of the account.
T-Mobile regrets that Mr. [redacted] has not found our previous responses to be sufficient to address his account concerns. As previously advised, as the number ending in [redacted] does not belong to T-Mobile, we cannot retrieve it on Mr. [redacted]’s behalf. However, upon speaking with Mr. [redacted] on January 11, 2018, T-Mobile recommended he contact [redacted] with regard to reactivating his mobile number ending in [redacted]; and, should Mr. [redacted] be successful in doing so, he may port his mobile number to T-Mobile and submit his mobile number ending in [redacted] for the Carrier Freedom program. In early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. Our records indicate that Mr. [redacted]’s mobile number ending in [redacted] is eligible for the Carrier Freedom Program.
Please be advised that this program is a reimbursement program, meaning that the customer will need to pay their balance with the other carrier and T-Mobile will reimburse the customer via a prepaid rebate card for the value of their service contracts and device payments up to $650 per line when they sign up for qualifying service and finance a new device. It is important to note that as of May 31, 2017, for a limited time only, a device trade-in is not required. For customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account.
The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. Payout of up to $650 per line via digital prepaid reimbursement card happens typically within 15 days after activation and submission for [redacted] customers. Please be advised the mobile number ending in [redacted] is eligible for the Carrier Freedom reimbursement program.
Regarding the $29.56 balance that remained on the account; regrettably, after a credit was applied to the account, there was a past due balance of $29.56 that remained unpaid. T-Mobile records confirm that Mr. [redacted] was aware of the past due balance on the account as of July 6, 2017, and did not remit a payment to bring the account current. T-Mobile considered the balance valid and owed.
Mr. [redacted]’s billing statement dated July 9, 2017, reflected a balance due in the amount of $39.14. Mr. [redacted] remitted a payment in the amount of $39.14 on October 13, 2017, which resulted in a zero balance.
Should Mr. [redacted] have any questions regarding the account or the information provided, he may contact our office at the number listed below, or our Customer Care at [redacted]. 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 [redacted]