T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:
When I called to cancel my account I was told I was not able to get billed right away and that I would have to wait until a certain date then call back and figure out billing issues. I've had nothing but bad experiences with this company. Unfortunately this led to my demise of doing business with them. They so not deserve the rating they are given. When I was called back asking for a resolution I tried to reach a compromise and they said that all they could do was issue me a credit. My time is valuable. All they did was fix their screw up and I got nothing in return. I will be contacting a lawyer and getting this mess resolved. Thank you for your time. 
Sincerely,
[redacted]

May 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 May 8, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in attempting to purchase a new iPhone 6s device and any delay in receiving one. T-Mobile records indicate on April 27, 2016, an iPhone 6s Plus 64GB Rose Gold device was ordered, and UPS tracking number [redacted] shows delivered on April 29, 2016, with the note “left at office.” As Ms. [redacted] advised T-Mobile she did not receive the device a new order was placed on May 5, 2016, for an iPhone 6s Plus 64GB Rose Gold device via UPS Next Day shipping for free. UPS tracking number [redacted] shows delivered on May 9, 2016. The order was placed late Thursday therefore it shipped on Friday May 6, 2016, and was delivered the next business day, Monday, May 9, 2016. On May 10, 2016, we spoke with Ms. [redacted] and confirmed the original device was not in use so we waived the full charge for the second order, leaving the original charges on an Equipment Installment Plan. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter we applied a credit for half of her monthly recurring service charges at $104.00, reducing her current balance to $304.48, as of the date of this letter. 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

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

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 18, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to the Apple iPhone promotion. Please be advised that from September 26, 2016 through October 2, 2016, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid Apple iPhone 5 handset or new model for the Apple iPhone 7 or 7 Plus handset.  With this offer, qualified customers who switched to the T-Mobile ONE rate plan, purchased a new Apple iPhone 7 32GB handset on an Equipment Installment Plan (“EIP”) and traded-in their fully paid Apple iPhone 6S or 6S Plus handset, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new Apple iPhone 7 handset such that the handset is discounted to $100.00 after 24 months.  Additionally, customers that traded in an Apple iPhone 6 or 6 Plus handset would receive monthly EIP credits to reduce the cost of a new Apple iPhone 7 32GB to $200.00 after 24 months.  Customers who traded-in the Apple iPhone 5, 5C, 5S, or SE handset model would receive the handset at a final cost of $350.00.  If a customer chose the Apple iPhone 7 32 GB Plus model there was a cost increase of $120.00.  Finally, customers who chose a larger memory variant of the Apple iPhone 7 or 7 Plus were asked to pay $100.00 for each memory variant increase.   On September 25, 2016, an order for two Apple iPhone 7 32GB handsets in Rose Gold, and an Apple iPhone 7 Plus 128GB in Black handset, was initiated on Mr. [redacted]’s account.  A down payment of $149.99 was remitted toward the Apple iPhone 7 128GB handset with monthly EIP payments of $30.00.  There was no down payment made on the Apple iPhone 7 32GB handsets, however monthly payments of $27.09 were initiated.  As of September 25, 2016, two Apple iPhone 6 Plus 64GB in Gold handset and an Apple iPhone 5C 16GB in Green handset were included as trade-in devices.   Regrettably, the promotional credits did not reflect on the account for the three devices that Mr. [redacted] traded in during the promotional period.  As such, upon speaking with Mr. [redacted] on August 21, 2017, the EIPs for all three devices were closed out as paid and a credit of $520.89 was applied to the account.  The account currently reflects a credit balance of $520.89.  T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jessica G[redacted] Executive Response

November 17, 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 8, 2016, regarding the above-referenced account. T-Mobile regrets any handset warranty replacement concerns Mr. [redacted] has experienced. T-Mobile records confirm that on October 24, 2016, Mr. [redacted] filed a handset warranty exchange for a replacement Apple iPhone 6 Plus 64GB Gold handset. Please be advised that currently the Apple iPhone 6 Plus 64GB Gold handset is on backorder. On November 16, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit of $226.87 to Mr. [redacted]’s account for monthly access charges from October 24, 2016, through November 23, 2016. Additionally, T-Mobile agreed to send Mr. [redacted] a replacement Apple iPhone 6S Plus 128GB Gold handset at no cost as long as he sends his defective Apple iPhone 6 Plus 64GB Gold handset back to T-Mobile within 30 days of the date of this letter using the prepaid shipping label that we provided. Upon receipt of the handset, T-Mobile will apply a credit of $794.99 for the replacement Apple iPhone 6S Plus 128GB Gold handset. In regards to Mr. [redacted]’s original handset warranty exchange, once the device is no longer on backorder, it will be shipped to Mr. [redacted]’s local T-Mobile retail location. After 14 days, the device will automatically be returned back to T-Mobile. It is recommended that Mr. [redacted] disregard any system generated text messages advising him to pick up his replacement handset. As of November 16, 2016, Mr. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

August 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 28, 2016, regarding the above-referenced account. T-Mobile regrets hearing of Ms. [redacted]’s concerns with her equipment insurance claim and the non-return fee assessed to her account. T-Mobile records confirm that Ms. [redacted]’s mobile number ending in [redacted] was enrolled in the Premium Handset Protection (“PHP”) for the periods from February 1, 2015, through August 2, 2016, when she removed it via myT-Mobile.com. Further review confirms that on April 30, 2016, Ms. [redacted] contacted the insurance company Assurant Solutions, Inc. (“Assurant”) to file a claim for physical damage on the Samsung Galaxy Note 3 device used under her mobile number ending in [redacted]. Further review confirms that after Ms. [redacted] remitted payment for the required deductible, Assurant approved the claim with claim ID number 28614290 and a replacement device was shipped to Ms. [redacted]. Please be advised that in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time a claim is processed. Records confirm that on Ms. [redacted]'s account her billing statement dated July 17, 2016, was assessed a non-returned fee in the amount of $275.92 by Assurant. In reviewing Ms. [redacted]’s concerns and correspondence, T-Mobile has confirmed the return of the equipment and on July 30, 2016, a credit in the amount of $275.92 was issued to Ms. [redacted]’s account. Ms. [redacted]’s account currently reflects a balance in the amount of $271.03 due by August 9, 2016. Please be advised that the credit will be balance impacting once Ms. [redacted]’s billing cycle closes on August 16, 2016. T-Mobile has taken precautionary measures to prevent Ms. [redacted]’s account from suspension by placing a hold on collections through August 24, 2016. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

February 6, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence February 2, 2018, regarding the above-referenced account.
T-Mobile regrets any continued concerns [redacted] has regarding his account. Please be advised that on January 30, 2018, T-Mobile was notified by [redacted]’s financial institution of the $70.00 returned payment; as such, a hold for a minimum of 30 days was placed on the account for the method of payment used. Please note that this hold prohibits [redacted] from making a payment via the returned payment method (electronic check or credit card) for 30 days, regardless of the return reason.
While the situation is unfortunate, it is not the result of any T-Mobile error. It is T-Mobile’s position that [redacted] is responsible for overdraft fees and any negative reporting associated with the January 30, 2018, returned payment. However, as stated in our previous correspondence with your office, on January 31, 2018, as a courtesy to [redacted], a $25.00 credit was applied for the returned payment fee.
Additionally, on February 2, 2018, as a courtesy to [redacted] and in an effort to amicably resolve this matter, T-Mobile applied a credit of $20.00 for a restore from suspend fee and on February 3, 2018, a credit of $15.00 was applied as a courtesy to [redacted]’s account reducing the account balance to $106.53. T-Mobile respectfully declines [redacted]’s request for additional compensation regarding this matter. We regret any inconvenience to [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Daniel R[redacted] Executive Response

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 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

June 14, 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 2, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is Mr. [redacted], and that he has designated Ms. [redacted] as an authorized user of the account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
In Ms. [redacted]’s letter to your office, she indicates that she was not able to use service with her handset in or around her home. We regret any coverage issues Mr. and Ms. [redacted] experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
Please note that on March 19, 2017, Mr. [redacted] canceled his account when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed for his final statement from March 17, 2017, through April 16, 2017, in the amount of $187.90.
Nevertheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a one-time credit to the account in the amount of $187.90 for the charges from March 19, 2017, through April 16, 2017, resulting in an updated balance in the amount of $221.98. On June 1, 2017, a payment in the amount of $221.98 was remitted to which updated the balance to zero. At this time, Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Alyssa K[redacted]
Executive Response

October 24, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 15, 2016, regarding the above-referenced account. T-Mobile regrets any confusion with our iPhone 7 Trade-Up promotion. On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who trade-in their fully paid off iPhone 5 or above. Please note that between September 9, 2016, and September 14, 2016, customers were not required to change to T-Mobile ONE to be eligible for the promotion. However, on September 15, 2016, the program was updated and customers were required to sign up for the T-Mobile ONE rate plan. Customers that purchase a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and trade-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Please be advised that those that traded-in an iPhone 6, 6 Plus, 6S, or 6S Plus will receive the phone at no cost after a trade-in credit and monthly EIP bill credits; customers that trade-in the iPhone 5, 5C, 5S, or SE models will receive the phone at a final cost of $250.00. Should customers choose the Plus size model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant. Additionally, the trade-in handset must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion. Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement. T-Mobile records reflect that on September 19, 2016, Mr. [redacted] purchased an iPhone 7 Plus 128GB on JUMP! On Demand (“JOD”) with no trade-in. Records reflect that Mr. [redacted] did not meet all requirements to obtain the promotion. T-Mobile records indicate that on October 11, 2016, Mr. [redacted] was advised of his 20-day return period and records show that Mr. [redacted] was advised to return the device and make the purchase again in order to qualify for the promotion. Mr. [redacted] has denied the option to return his handset under the return period due to a delay in receiving the iPhone 7 Plus 128GB in Jet Black. As all of the requirements for the “iPhone 7 Trade-Up” promotion were not met, Mr. [redacted] did not qualify to receive the benefits of the promotion. However, as a one-time courtesy, T-Mobile will allow Mr. [redacted] to return his trade-in handset in working condition directly to my attention within 30 days of the date of this letter at: Executive Response Attention: Juan B[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 T-Mobile recommends that Mr. [redacted] returns the handset via a traceable carrier and request a tracking number when shipping. Upon receipt of the handset, T-Mobile has offered to honor the promotion and has been informed of the expected credits and payments needed. 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. Juan B[redacted] Executive Response

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 15, 2017, regarding the above-referenced account. Please note that T-Mobile has been unsuccessful in contacting Ms. [redacted]. As such, we will make every effort to address her concerns within this letter.
T-Mobile regrets any inconvenience that Ms. [redacted] has experienced regarding her account billing and handset lock concerns. We appreciate the opportunity to respond to this matter.
T-Mobile records indicate that on November 26, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG Tone Pro headset, an LG Stylo 2 Plus handset, an LG DualPro case, and a ZTE ZMax Pro 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 monthly installments. It should be noted that Ms. [redacted] was required to remit a down payment in the amount of $34.99 for her headset, $132.00 for her handset, $14.99 for her case, and $96.00 for her ZTE handset; further, Ms. [redacted] agreed to a series of 24 monthly installments in the amount of $1.46, $4.50, $0.63, and $3.50 respectively. Pursuant to the terms of the EIP, should an account be cancelled prior to the EIP balance being met, any remaining EIP balance will accelerate and become due in full on the final billing statement.
Upon further review of Ms. [redacted]’s account balance, our records reflect that her final billing statement produced on May 4, 2017. Our records confirm that this billing statement carried a total balance due of $582.07. Please be advised that $396.48 was considered past due and was for service charges prior to May 4, 2016. Ms. [redacted] was assessed $191.53 in current statement charges for accelerated EIP. Please note that Ms. [redacted]’s past due amount was immediately due, and her current statement charges were due in full by May 25, 2017.
With respect to Ms. [redacted]’s concerns related to handset blocking, it should be noted that if an account is cancelled, and balance remains outstanding with respect to EIP, then the associated IMEI number of the handset(s) in question may be blocked, until the terms of the EIP are met. Accordingly, on April 14, 2017, Ms. [redacted]’s IMEI numbers for her aforementioned handsets were blocked for non-payment.
After Ms. [redacted]’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact her in an effort to resolve her outstanding balance. As T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Ms. [redacted]’s account was referred to a third-party collection agency, Amsher Collection Services (“Amsher”), for further collection efforts.
Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
Although it is T-Mobile’s position that Ms. [redacted]’s account balance is valid and owed, on September 27, 2017, T-Mobile reduced Ms. [redacted]’s outstanding balance to $191.53, representing the amount due for her accelerated EIP, via the issuance of a one-time $390.54 courtesy credit. It should be noted that this action was performed as a gesture of good faith to Ms. [redacted]. As of the date of this letter, Ms. [redacted]’s account remains closed with an outstanding $191.53 balance. Ms. [redacted] may contact Amsher at 877-322-9724 to discuss further payment remittance options. Once Ms. [redacted]’s $191.53 balance is satisfied, she may then request the removal of IMEI blocks, and further request that her devices are unlocked should she wish to use them on another service provider’s network.
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 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.
Jason A[redacted] Executive Response

August 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 25, 2017, regarding the above-referenced account.
T-Mobile regrets that Mr. [redacted] was not satisfied with our previous response.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his T-Mobile account billing. We understand that a higher than usual billing statement is upsetting and we want to assure Mr. [redacted] that he has been billed correctly. Mr. [redacted]’s account monthly service charges are billed in advance of the service being provided and any incidental usage charges are billed in arrears as we cannot predict those charges ahead of time. Mr. [redacted]’s monthly recurring charges will bebe approximately $220.00 for his six lines of service, EIP and his chosen optional features.
As Mr. [redacted] elected to change his rate plan on May 27, 2017, which was in the middle of the billing cycle, he was billed for the new plan charges for the rest of the current billing cycle, as well as, the full next billing cycle. Please note that Mr. [redacted] had already paid the charges related to the previous rate plan and as such had a credit balance of $21.68 going into this new billing statement.
On Mr. [redacted]’s billing statement dated July 1, 2017, his account balance was $417.42. Please note that the account had a credit balance of $21.68. Mr. [redacted] was then assessed charges in the amount of $439.10 for monthly recurring charges, equipment, as well as applicable taxes and fees from May 27, 2017, to June 22, 2017, and June 23, 2017, through July, 22, 2017. Please note that on July 12, 2017, credits totaling $90.00 were applied to Mr. [redacted]’s account, resulting in an updated balance of $327.42.
Mr. [redacted]’s billing statement dated July 22, 2017, reflected a total balance of $198.10. Mr. [redacted] was then assessed charges in the amount of $198.10 for monthly recurring charges, equipment, as well as applicable taxes and fees from July 23, 2017 to August 22, 2017.
Upon speaking with Mr. [redacted] on August 1, 2017, T-Mobile confirmed the iPhone Trade Up monthly credit of $39.17 will apply to the account going forward, for the life of the Equipment Installment Plan (“EIP”). T-Mobile applied a one –time adjustment of $127.00 to the account, resulting in a revised balance of $71.10 due on August 15, 2017.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Executive Customer Relations.
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 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted]
Executive Response

I will reject response because Tmobile do not have information correct. My wife have retain legal advice. The account . I do not have right too is my daughter. But the old Tmobile was my wife before she file a chapter13 bankruptcy.thank once again. I will seek legal advice also.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1) Look at your records very well because I also have records. Per your company my calls are recorded right? You might want to recheck your records because I have ticket text messages and emails from your T-Mobile representatives. 2) I have been calling since before I purchased the iPhone 7 plus. If you check your records I'm sure you will see that. You will also see that several agents have stated your engineers or whomever will take a look at something and give me a call back. Of course they NEVER did.  3) I also suggest you check your records again maybe this time you actually listen to the supposedly recorded calls and listen to me when I say MY CALLS DROP NO MATTER WHERE I AM. I HAVE FAMILY MEMBERS AND FRIENDS WHO HAVE T-MOBILE POST PAID AND PREPAID AND WHILE IN THE SAME SECTION THEY ARE ABLE TO MAKE CALLS AND RECEIVE CALLS. IF THE ISSUE IS SOMETHING THAT AFFECTS EVERYONE IT WOULD MAKE SENSE WHEN YOU SAY YOU CANNOT GUARANTEE COVERAGE IN ALL AREAS. My phone has dropped calls among other T-Mobile customers. I have informed several of your agents this and also provided numbers for them to troubleshoot when I was asked several times.  4) I want all my calls pulled and every text and email ever sent to me by your representatives evaluated because you guys have now become professional liars and think I will go away quietly. 5) My device was returned within the time frame given and what T-Mobile didn't expect was for me to save the tracking numbers studying they were delivered. It was received in enough time to scan it into your account and not charge me. Your agent did not apply any fees to my account that was not placed on there falsely. 6) Now let's talk about T-Mobile and their lies. My billing due date was changed without my permission. I have been told by several of your agents that should not happen. Then they say no it had always been the same per their records. They stick to their story until I go in my email and read to them all my emails from them. Another lie, even the agent that called me concerning my Revdex.com stated she would call back. ALL WAITING ON THAT GHOST CALLS. T-MOBILE DOES NOT REGRET ANYTHING BY THIS RESPONSE. INSTEAD THEY ARE TRYING TO PUSH BLAME AND EXPLAIN THINGS AWAY HOPING I SIT UP ABOUT THEIR POOKIE SERVICE AND HORRIBLE CUSTOMER SERVICE.  DO BETTER   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Date Sent: 9/12/2017 2:05:36 PMComplaint: [redacted]I am rejecting this response because: I requested to speak with someone competent . The individual I spoke with this time was the same person feo. Before . She identified herself as she works for the CEO which was a lie .  She also stated the billing was right and was a lie . She had made a correction to the bill after I filled the 2nd complaint but never admitted to it .  I requested to speak to her manager then she stated she works for another department  not the CEO .  And her supervisor will call me the same day which  I never heard from him . Company has a poor track record with us being a customer for over 15 years . I would like to speak to a decision maker who will address this .Sincerely,[redacted]
Sincerely,
[redacted]

March 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] and [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 15, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns he experienced regarding his accounts. Our records confirm that Mr. [redacted] activated account number [redacted] on November 30, 2016, with a mobile internet line of service ending in [redacted]. A deposit in the amount of $10.00 was required at that time. Mr. [redacted] subscribed to our Simple Choice North America No Credit Check Mobile Internet 14 GB rate plan at $65.00 monthly. Mr. [redacted] was also subscribed to device protection at $5.00 monthly. On December 7, 2016, our records confirm that Mr. [redacted] activated account number [redacted], for a mobile internet line of service ending in [redacted]. This line of service was also subscribed to our Simple Choice North America No Credit Check Mobile Internet 14 GB rate plan at $65.00 monthly.
Our records confirm that Mr. [redacted]’s account number [redacted] was cancelled on February 4, 2017, due to nonpayment. Following the cancellation of service, the balance owed was in the amount of $71.51. As this balance remained outstanding, on March 13, 2017, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. A collection fee in the amount of $17.88 was assessed to the account, bringing the balance owed to $89.39. Mr. [redacted]’s account number [redacted] was cancelled on February 15, 2017, due to no usage on the line of service. The balance owed on the account following cancellation was $5.42. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
However, in an effort to amicably resolve Mr. [redacted]’s concerns, on March 21, 2017, T-Mobile issued a credit in the amount of $89.39 to account number [redacted] and a credit in the amount of $5.42 to account number [redacted]. As such, both accounts remains closed with a zero balance. Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[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

November 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your [redacted]pondence dated November 4, 2016, regarding the above-referenced account. Please be advised that T-Mobile has successfully addressed Mr. [redacted]’ concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to the return of his Samsung Galaxy S7 Edge. T-Mobile has confirmed that Mr. [redacted] has returned his Samsung Galaxy S7 Edge to our Executive Response office. On November 7, 2016, T-Mobile has closed the remaining EIP balance of the returned handset totaling $630.00 and has credited the account the last three billed EIP installments, down payment of $69.99, and sales tax of $58.46 leaving an account credit of $218.45 on Mr. [redacted]’ account. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

October 19, 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 Mobile Number: [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 9, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] experienced regarding her most recent post-exchange warranty replacement. We further regret any inconvenience Ms. [redacted] experienced when contacting our Corporate Office. Please be assured that T-Mobile strives to answer all customer inquiries in a timely manner. T-Mobile records reflect that Ms. [redacted] activate her T-Mobile prepaid service with an LG Leon handset on July 16, 2015. Provided with Ms. [redacted] purchase of the LG Leon was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care. For our pre-paid customers, like Ms. [redacted], T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail. Please note that it typically takes approximately seven days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped. If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. Please note that prepaid customers must retain their original handset back cover and battery when completing a post-exchange warranty replacement, as replacement handsets do not include a back cover or battery. T-Mobile records reflect that a post-exchange was initially processed for Ms. [redacted] on August 17, 2015. Regretfully, the non-working LG Leon was not returned to T-Mobile’s Return Center; therefore, a replacement handset was not shipped to Ms. [redacted]. Later, on September 1, 2015, another post-exchange was processed for Ms. [redacted] and a replacement handset was sent to her. Regretfully Ms. [redacted] returned her non-working handset to T-Mobile with the back cover and battery. Upon Ms. [redacted] contacting our Customer Care department and notifying us of the situation, T-Mobile issued a one-time courtesy credit of $20.00 to reimburse the cost associated with the purchase of a new back cover and battery for her replacement handset. In an attempt to fully resolve Ms. [redacted] post-exchange warranty concerns, on September 28, 2015, a courtesy credit of $30.00 for a free month of service was issued to her prepaid service. As an additional courtesy to Ms. [redacted], a refund in the amount of $45.00 was approved by T-Mobile on October 15, 2015, and forwarded to Citibank to be disbursed as a prepaid debit card. Ms. [redacted] may allow seven to ten business days for delivery of the prepaid card. It is T-Mobile’s position that no further credit is warranted 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 [redacted] Very truly yours, T-MOBILE USA, INC. Aida A[redacted] Executive Response

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

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