T-Mobile Usa Inc

Complaint: [redacted]
  Dear Ms. [redacted]- I am [redacted] and I am contacting you with an update on a complaint I filed against T-Mobile cell phone company in January. The complaint number is [redacted]. I would like my file updated and available to the public please.   The most recent information that you have from Shannon R[redacted] of T-Mobile speaks of an offer to me of $150 to compensate me for inconvenience. (Please see file for information on the situation.) I did attempt to contact Ms. R[redacted] over and over to speak with her regarding this offer. I called over 10 times and left 6 messages for her. I never received a call back.   This offer seems not to have been a serious offer or surely Ms. R[redacted] or a designee would have had the common courtesy to return my call. At this point, there have been no other communications from T-Mobile and nothing was resolved.   Thank you- [redacted], [redacted]   [redacted]

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...

Revdex.com:
I filled a complaint regarding T-Mobile bill. It has been resolved and I wanted update the complaint status but I didn't keep my complaint #.

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

Complaint: [redacted]I am rejecting this response because:
As you had said the UPS lost the 2 device which I paid for them in full in the amount as follow:
1- I paid $199.29 for deposit + $982.26 paid off the device + $42.72 for the installment of those 2 lost phone in my first bill that equal to $1224.27.
2- I paid in full the second phone bill for the period from Feb 02 - Mar 01-2016 for the amount of $141.09. However, there is an insufficient fund charged $35.00 that include with the bill.
The amount of number 1 + 2 which I paid already totaling is $1259.27.
The amount you credit my account for the 2 lost phone from UPS is $1,044.98.  Therefore the short money to me is $1259.27 - $1,044.98 = (- $214.29).
And yet my current account is till (- $2.28).  I'm not sure why I have a -$2.28 instead of +$214.29. ?
If you would and could do some research on your end and see why there is the discrepancies between what I had already paid to T-Mobile for the 2 lost phone from UPS, and the amount you had credit back my account for the  2 lost phone I would be appreciated.  I'm waiting to hear the result from you.  Thank you kindly for your time and help in this matter.  It was a nightmare for me in the first month about these 2 lost phone in shipping.
 
 
 
 
Sincerely,[redacted]

January 18, 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence January 7, 2018, regarding the above-referenced file number. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Mr. [redacted]’s concerns within this correspondence.
T-Mobile regrets any concerns Mr. [redacted] has regarding the Mobile Device Unlock of his iPhone 5 handset and we appreciate the opportunity to address his concerns. Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements. Such as, but are not limited to:
Prepaid Accounts
• The account must not be canceled
• The International Mobile Equipment Identifier (“IMEI”) must not be blocked
• Device is a model sold by T-Mobile
Postpaid Accounts
• IMEI is not blocked
• Account must be in good standing
• If the account is canceled, the account balance must be zero
• The device is paid in full
T-Mobile would like the opportunity to speak with Mr. [redacted] and work toward an amicable resolution. We request that Mr. [redacted] contact our office directly at the number below to discuss this matter. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Carlos T[redacted] Executive Response

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

Revdex.com:I have reviewed the response in reference to complaint ID [redacted]. My credit card account does reflect the reimbursement for taxes paid on both handsets and I'm glad to see that the second handset, which was sent to the Fort Worth warehouse with the first handset, on the same day in October, within the same return time-table as the other, was also found. As I owe nothing and my account with T-Mobile is at zero, I consider this case closed. Thank you.Sincerely, [redacted]

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
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 concerns Ms. [redacted] experienced in regards to her T-Mobile balance. T-Mobile records confirm that on September 9, 2016, Ms. [redacted] activated a postpaid account with the mobile numbers ending in [redacted], [redacted], [redacted] and [redacted].
On that day, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Edge Silver 32GB handset on the mobile number ending in [redacted]. Accordingly, Ms. [redacted] was required to make a down payment of $60.00 and then agreed to a series of 24 monthly installments in the amount of $30.00.
Additionally, on September 29, 2016, Ms. [redacted] purchased two Samsung Galaxy S7 Edge Gold 32GB handsets utilizing T-Mobile’s EIP offering, for the mobile numbers [redacted] and [redacted]. Ms. [redacted] was required to make a down payment of $159.99 per handset and then agreed to a series of 24 monthly installments of $26.25, per handset.
On March 28, 2017, through a Change of Responsibility (“COR”), Ms. [redacted]’s mobile number ending in [redacted] was transferred to the account number ending in [redacted]. On March 29, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customer allowing the new customers 48 hours to agree to the EIP balance transfer. It is important to note that if not signed within the allotted 48 hours then the balance transfer request will cancel.
On March 29, 2017, through a COR, Ms. [redacted]s mobile numbers ending in [redacted] and [redacted] were transferred to the account number ending [redacted]. On March 30, 2017, T-Mobile sent an EIP balance transfer request to the email address provided by the receiving customer. After a review of Ms. [redacted]’s account T-Mobile records confirm that none of the EIP balance transfer requests were received with the required electronic signature and as such, the balance remained on Ms. [redacted]s account.;.
On April 3, 2017, T-Mobile sent a second EIP balance transfer request to both of the receiving customers for all of the above-mentioned handsets. Records confirm that only the EIP balance transfer request for the mobile number ending in [redacted] was signed electronically. Therefore, as the electronic signatures were not received for the EIP balance transfer requests associated with the mobile numbers ending in [redacted] and [redacted], Ms. [redacted] remains responsible for the agreed upon EIP balances.
In an effort to resolve the matter, on April 11, 2017, T-Mobile sent an additional EIP balance transfer request to the email addresses provided by both of the receiving customers. Ms. [redacted] has accepted this as a resolution to her 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.
Diana J[redacted]
Executive Response

July 1, 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 June 30, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
We regret to hear of Ms. [redacted]’s concerns regarding our Smartphone Equality Program.  Smartphone Equality is a program that T-Mobile has that allows customer either on our prepaid service or our no credit check service to move to a postpaid account after making 12 consecutive on-time payments on their existing account.  With the postpaid account customers would then qualify to finance equipment under our Equipment Installment Plan (“EIP”) with no down payment.
 
T-Mobile records reflect that Ms. [redacted]’s payment due July 29, 2015 was received on August 1, 2015.  Thus she has made 11 on-time payments and would not qualify for Smartphone Equality until one additional on-time payment was made.
 
However, in an effort to amicably resolve the matter, on July 1, 2016, T-Mobile has converted Ms. [redacted] to a postpaid account and allowed her to finance a new device on EIP with no down payment on the new account.  As a further courtesy to Ms. [redacted], T-Mobile has also credited the taxes normally due with any upgrade for this transaction.  We regret any inconvenience Ms. [redacted] may have experienced as a result of this matter.
 
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 contacts with T-Mobile regarding the 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.
 
David T[redacted]
Executive Response

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

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

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

Complaint: [redacted]I am rejecting this response because:
While I appreciate the genorousity and accept the EIP closure, you applied the EIP credit to the wrong handset. The Rose Gold iPhone 7 had already qualified as a free phone as we traded in an iPhone 6 during your promotion. We initially had to ship back the original Rose Gold 7 we ordered because we received a faulty handset that Apple instructed us to return immediately because it was getting abnormally hot and losing battery at 1% per minute. The courtesy closure of EIP should have been for the BLACK iPhone 7 that the 5C should have been applied to: The Rose Gold should already have a monthly bill credit of $27 making it "free" as advertised. I just don't want any more billing mix ups. Sincerely,[redacted]

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

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

November 5, 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 28, 2015, regarding the above-referenced account. T-Mobile regrets any frustration Mr. [redacted] encountered while attempting to activate service with T-Mobile. Our records confirm that on September 14, 2015, Mr. [redacted] visited a T-Mobile retail store and during that visit his above account was activated. Further records confirm that on September 17, 2015, we attempted to transfer Mr. [redacted]’s number ending in [redacted] to T-Mobile. However, the number transfer was unsuccessful. Our records confirm that Mr. [redacted] did not take possession of the equipment at the time of the activation. As such, we have cancelled the above account effective immediately and applied a $222.40 credit to the account to bring the outstanding balance to zero. 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. T-Mobile sincerely apologizes if any representative 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

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

November 13, 2016
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 4, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’s satisfaction.
 
T-Mobile regrets that Ms. [redacted] has concerns with the down-payment requirement with our Handset Upgrade Program.
 
With one of T-Mobile’s latest Un-carrier moves,  T-Mobile has launched Smartphone Equality, a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for their current account for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down-payment as some equipment does not have a zero down-payment option available.  However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers. 
 
T-Mobile’s records indicate that Ms. [redacted] did not qualify to receive the best pricing handset upgrade options when she applied for service on November 7, 2015.  Our records indicate that nine payments were remitted that were not considered “on-time” since November 2015.  Ms. [redacted] paid the August, September and October balances “on-time” and if she pays the bills on-time, which is no later than the 30th of each month, she will be eligible for the best pricing handset upgrade options effective August 30, 2016.
 
As a gesture of goodwill, T-Mobile agreed to bill the down-payment for a new handset upgrade to Ms. [redacted]’s account and we will credit the down-payment and manually add 24 installments to the account for the down-payment to match the best pricing option.  On November 13, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 handset with our EIP option.  A down payment in the amount of $516.00 will be billed to the billing statement dated December 7, 2016 and T-Mobile agreed to credit the $516.00 down-payment and add 24 monthly installments in the amount of $21.50 to the account for the down-payment.  In addition, Ms. [redacted] agreed to pay 24 monthly installments in the amount of $7.25 for the remaining handset balance.  Ms. [redacted] was advised that she will be required to pay the handset taxes in the amount of $57.86 and a $20.00 Upgrade Support Charge with the payment that will be due by December 28, 2016.  Ms. [redacted] agreed that she considers this matter resolved.
 
T-Mobile appreciates Ms. [redacted]’s 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

January 12, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: Dr. [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 3, 2017, regarding the above-referenced account. T-Mobile is delighted to have resolved this matter to Dr. [redacted] satisfaction. T-Mobile regrets any concerns that Dr. [redacted] has experienced regarding her account. Our records confirm that on May 1, 2014, Dr. [redacted] purchased a Samsung Galaxy S4 handset. By purchasing T-Mobile equipment, Dr. [redacted] received a one-year Limited Warranty provided by Samsung. Please note that Dr. [redacted] warranty for her Samsung S4 has since expired and as such Dr. [redacted] was not eligible to receive a replacement handset. As such, our records confirm that on October 10, 2016, Dr. [redacted] upgraded to a Samsung Galaxy S7 handset. T-Mobile is pleased to hear that Dr. [redacted] now has a working handset. Thereafter, on October 31, 2016, Dr. [redacted] visited a retail location and took advantage of our “Tablet on Us” offering with the purchase of an Alcatel Pop 7 device. Please note that qualifying customers who added a new mobile internet line and purchased a qualifying tablet on an interest-free Equipment Installment Plan (“EIP”), qualified to receive 24 –monthly promotional bill credits equal to the cost of the monthly EIP payment of the tablet device, resulting in customers having received the tablet for free at the end of the 24-month EIP. We regret if Dr. [redacted] was not properly apprised of the important details of the promotion. It is very important to note that as of the time of Dr. [redacted] tablet purchase, T-Mobile provided a 14-day return period which allowed Dr. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the new line of service and EIP agreement. However, our records confirm that through an agreement with the Retail Store Manager, Dr. [redacted] return period was extended to December 14, 2016. Regrettably, as Dr. [redacted] tablet was returned to the store on December 30, 2016, it was outside of the return period and therefore could not be accepted. We sincerely regret any miscommunication regarding the allotted return period. As a courtesy to Dr. [redacted], and in an effort to amicably resolve this matter, T-Mobile has removed the remaining balance owed for the Alcatel Pop 7 device, in the amount of $113.73. In addition, per Dr. [redacted] request, T-Mobile has cancelled the mobile internet line ending in [redacted] and reimbursed all costs incurred for the line ending in [redacted] and the Alcatel Pop 7 device EIP payments, in the amount of $34.67. Dr. [redacted] revised account balance is $43.51, which is due by January 25, 2017. Dr. [redacted] confirms that this matter is now resolved. 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 Dr. [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. Kayla J[redacted] Executive Response