T-Mobile Usa Inc

Hello -   I want to first Thank you for responding back to me regarding my complaint I filed.   I  would like to provide a status update from my dispute filed with TMOBILE. I received a phone call  from customer service 2 day's after my Revdex.com complaint submission,  I was advised by John they located the error and the phone  was recieved returned to their warehouse and they would make the necessary corrections and issue credits for the overages on my billing. The credits and adjustments has been issued on my account also the extra phone plan was removed from account. I'm sorry it took a complaint filing for the issue to be resolved after 13 years of being a loyal customer but nevertheless I'm delighted for a resolution due to your committed assistance.    Thank you very much Revdex.com and Team!   Regards,    [redacted]

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]

Revdex.com:From: [redacted] [mailto:[redacted]] Sent: Tuesday, September 20, 2016 5:10 PMTo: Complaints <[email protected]>; Complaints <[email protected]>Subject: Re: You have a new message from the Revdex.comThanks, Revdex.com! You are great.I believe this complain is...

resolved. I just received Rob's call from T-Mobile. He is very professional and kind, and processed my order similar to my request.  Best regards,[redacted]

September 18, 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 7, 2017, regarding the above-referenced account.  T-Mobile is pleased to inform you that upon speaking with Mr. [redacted], he confirmed that his concern has been resolved to his satisfaction.   T-Mobile regrets any billing concerns Mr. [redacted] has in regard to his account and we appreciate the opportunity to address his concerns.  T-Mobile records indicate that on August 27, 2013, Mr. [redacted] activated his account with the mobile number ending in 5237 and was subscribed to the Simple Choice Talk & Text rate plan at a cost of $50.00 per month plus applicable taxes and fees which included unlimited minutes, unlimited messages, and 2GB of high speed data at up to 4G/LTE speeds depending on device capability.  Please be advised that on January 20, 2014, Mr. [redacted] elected to add the unlimited data feature at a cost of $20.00 per month plus tax to his voice line of service.  Therefore, Mr. [redacted]’s monthly recurring charges were $70.00 per month plus applicable taxes, fees, and equipment charges.  It is important to note, that Mr. [redacted] paid a deposit in the amount of $50.00 upon activation of his account.    T-Mobile records indicate that on February 13, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile's Equipment Installment Plan ("EIP") offering at a retail location. Mr. [redacted] purchased a Samsung Galaxy Note 4 Black handset and accessories on an EIP for the total purchase price of $769.82 plus applicable taxes and fees.  At the time of signing, Mr. [redacted] was required to remit a down payment in the amount of $556.98; and, he agreed to a series of 24-monthly installment payments in the amount of $8.85.  It is important to note that should the account be cancelled prior to the completion of the EIP agreement, the customer will be charged accelerated EIP charges on the next billing statement.   Please be advised that Mr. [redacted]’s account was billed by a system known as “bill current”, meaning that payment for services were paid in advance.  T-Mobile records confirm that Mr. [redacted]’s billing cycle ran from the 28th of one month to the 27th of the following month and was due on the 20th after the bill cycle closed.  It is important to note that the account shows usage through November 22, 2015, and that the last payment remitted to the account was on August 27, 2015, in the amount of $50.00.    T-Mobile records confirm that Mr. [redacted]’s billing statement dated October 28, 2015, reflected a total balance due in the amount of $330.30.  Please be advised that $227.80 was considered past due.  Mr. [redacted] was assessed $102.50 in monthly access charges, EIP, as well as applicable taxes and fees for services between October 28, 2015 and November 27, 2015, which was due in full by November 20, 2015.    Mr. [redacted]’s billing statement dated November 28, 2015, reflected a total balance due in the amount of $299.38.  Please be advised that $330.30 was considered past due and that T-Mobile applied an account credit in the amount of $30.92 which resulted in the balance due in full by December 20, 2015.  Regrettably, on December 6, 2015, T-Mobile records confirm that Mr. [redacted]’s account was cancelled due to non-payment.  Accordingly, the accelerated EIP charges were billed on his next billing statement.   Mr. [redacted]’s billing statement dated December 28, 2015, reflected a total balance due in the amount of $379.19. Please note that T-Mobile released the deposit that Mr. [redacted] paid upon activation of services in the amount of $50.00 and that $249.38 was considered past due. Mr. [redacted] was assessed $129.81 for accelerated EIP charges, as well as applicable taxes and fees which resulted in the balance due in full by January 20, 2015.   As Mr. [redacted]’s account remained in a delinquent status and T-Mobile’s internal collection efforts were unsuccessful, on January 25, 2016, Mr. [redacted]’s account was referred to a third party collection agency at which time a collection fee of $69.58 was assessed, resulting in a balance due of $448.77.  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. It is T-Mobile’s position that the balance is valid and owed.   Nevertheless, as a courtesy to Mr. [redacted], and a means to amicably resolve his concerns, on September 12, 2017, T-Mobile applied a one-time account credit in the amount of $50.00.  As a result of the account credit, there was an adjustment to the collection fee in the amount of $12.50 which resulted in a balance due in full of $386.27.    Mr. [redacted]’s account currently resides with Enhanced Resource Centers whom may be contacted directly at 800-501-7454 in order to make arrangements for payments.  Should Mr. [redacted] have any questions regarding his account or the information provided above, he may contact me at the number listed below.    Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.  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

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 Prepaid 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 prepaid number. T-Mobile regrets Ms. [redacted]’s concerns regarding her refund status. Likewise, we regret any coverage issues Ms. [redacted] experienced. Our records confirm that on August 26, 2016, Ms. [redacted] activated a T-Mobile prepaid account with the mobile number ending in [redacted]. At the time of activation, Ms. [redacted] made a $30.00 payment plus applicable taxes and fees in order to initiate the $30.00 Monthly Prepaid rate plan she selected. Regretfully, as Ms. [redacted] mentions in her letter to your office, she was unable to take advantage of her prepaid account due to service in her area. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile records confirm that Ms. [redacted] canceled her account on August 26, 2016 when she ported her mobile numbers to another service provider. Following the port of mobile number ending in [redacted], Ms. [redacted] requested a refund for the above mentioned $30.00 payment. 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.” Accordingly, T-Mobile respectfully declined to provide a refund. However, in an effort to amicably resolve this matter and as a courtesy to Ms. [redacted], T-Mobile has agreed to provide a $33.20 refund card which has been mailed to the address provided in her letter to your office. Please allow 7-10 business days for delivery from the date of acceptance. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

January 26, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 13, 2018, regarding the above-referenced account.  T-Mobile records indicate that the account holder, Ms. [redacted], has designated Mr. [redacted] as an authorized user on the account.  Please be advised that T-Mobile attempted to contact Mr. [redacted] without success.  At this time, T-Mobile will respond to you and Mr. [redacted] with this letter.T-Mobile regrets that Mr. [redacted] has concerns with the recent payment arrangements on the account.  T-Mobile’s records from December 26, 2017 indicate that a payment arrangement was set for $40.00 to be paid on January 9, 2018, and $101.40 was to be paid by January 11, 2018; to ensure active service.  On December 26, 2017, a future dated payment in the amount of $40.00 was scheduled to be processed on January 9, 2018.  On January 9, 2018, T-Mobile processed the payment although the payment was declined due to insufficient funds, which caused the payment arrangement for January 9, 2018 to fail.  The payment was not made manually by Ms. [redacted] and on January 12, 2018, T-Mobile suspended Ms. [redacted]’s account as a result of non-payment and due to the failed payment arrangements.   As of January 25, 2018, Ms. [redacted]’s account reflects a total balance due in the amount of $354.72, of which $228.28 is past due and must be paid in order for services to be resumed.  Ms. [redacted] may remit payment via the T-Mobile application in her handset, from her online account at www.T-Mobile.com, or by calling our automated system by dialing 611 from her handset or by calling 800-937-8997.  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.Ally Y[redacted]Executive Response

October 3, 2016 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 25, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset. T-Mobile records confirm that on August 16, 2016, Mr. [redacted] qualified and took advantage of T-Mobile’s JUMP! On Demand lease offering with the lease of a Samsung Galaxy Note 7 Silver Titanium handset with 64GB of memory. Mr. [redacted] was not required to pay a capital cost reduction and agreed to a series of 18 monthly lease payments in the amount of $37.50. As widely reported, Samsung announced a world-wide recall of their highly regarded and newly released Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately. We certainly apologize if one of our employees failed to follow that process for Mr. [redacted]’s. Please note that customers are not required to return the device to T-Mobile; waiting for the announcement from Samsung about their plan for collecting the recalled handsets is an option. For the customers who do not want to wait any longer, those who already have their Note 7, regardless of where it was purchased, can take that handset back to the retail store for a full refund. For customers who had their new handset shipped to them, they can also return to their local retail store where a return will be completed. It is very important that none of these handsets be put in the mail. T-Mobile records confirm that on September 18, 2016, Mr. [redacted] utilized T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S7 Black Onyx handset with 32GB of memory. Mr. [redacted] intended on utilizing this handset as a temporary device until a replacement Samsung Galaxy Note 7 handset could be sent to him. Unfortunately, Mr. [redacted]’s Samsung Galaxy S7 handset became physically damaged while in his possession. Therefore, as Mr. [redacted] intended to return the handset for a full refund in good working condition, he was required to file a claim with Assurant Solutions, Inc., the provider of Mr. [redacted]’s handset insurance. Mr. [redacted] was required to pay a deductible of $175.00 in order to receive a replacement Samsung Galaxy S7 handset. T-Mobile regrets any inconvenience to Mr. [redacted]. In an effort to amicably resolve the matter, and as a courtesy to Mr. [redacted], T-Mobile will allow Mr. [redacted] to return the damaged Samsung Galaxy S7 handset to the Executive Office, within 30 days of this letter, in good working condition, directly to my attention at: T-Mobile USA, Inc. Executive Response Attention: [redacted] Upon receipt of Mr. [redacted]’s handset, T-Mobile will apply a credit of $679.99 to Mr. [redacted]’s open EIP balance. Mr. [redacted] has accepted this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[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]

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]

September 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 September 20, 2017, regarding the above-referenced account.    T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Ms. [redacted] remained unsatisfied with our response to your office. Upon contacting Ms. [redacted] on September 26, 2017, regarding her on-going payment concerns, she explained that her bank has confirmed that they do use the third party vendor, Noventis, to complete her on-line bill pay payments. As such, she is continuing to work with Noventis to ensure her payments are applied appropriately.   Please note that besides AutoPay, T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Our customers can make one time payments with a check or credit card online, over the phone or through our T-Mobile app at no additionally cost and without worry of the account being saved for future access. We apologize for any inconveniences this has caused Ms. [redacted] and appreciate the opportunity of addressing her concerns.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[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

April 5, 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 March 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his coverage concerns as well as his JUMP! On Demand concerns.
JUMP! On Demand is a new way for customers to upgrade to the hottest devices whenever they want. JUMP! On Demand is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime.
JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement.
As such, when Mr. [redacted] canceled his T-Mobile account on March 8, 2017, he elected to return his Apple iPhone 7 Plus which was leased on our JUMP! On Demand program, he was assessed the remaining balance of his lease term in the amount of $448.00 plus applicable taxes on his final billing statement dated March 17, 2017. Furthermore, Mr. [redacted]’ was assessed the purchase option price of $193.99 plus applicable taxes on his final billing statement.
It is T-Mobile’s position that Mr. [redacted]’ lease buy out of $448.00 plus applicable taxes is valid. Mr. [redacted] elected to remit payment on March 22, 2017 in the amount of $1,117.50 which included Mr. [redacted]’ lease buy out, purchase option price and his remaining monthly recurring charges.
However as Mr. [redacted] did return his handset to T-Mobile, T-Mobile has agreed to send Mr. [redacted] a refund in the amount of $212.90 which represents the purchase option price plus applicable taxes for his Apple iPhone 7 Plus. Mr. [redacted] refund should arrive within seven to ten business days at the address provided to your office in the form of a prepaid refund card. T-Mobile regrets any inconvenience to Mr. [redacted].
Please be advised that our Customer Proprietary Network Information, or "CPNI", is a particular form of personal information that is generated from the telecommunications services we provide to Mr. [redacted], CPNI includes, for example, the numbers called, the date and time of calls, the rate plan that applies to the calls made, the number of wireless lines subscribed to, call location information, and certain other information that appears on customer’s monthly billing statements. Mr. [redacted]’ name, address, and wireless telephone number are not CPNI, nor is information about the use of our data services, but are otherwise covered by this policy as personal information. Under federal law, Mr. [redacted], as a customer, has a right, and we have a duty, to protect the confidentiality of CPNI. Consistent with this duty, we protect the confidentiality of CPNI, and only disclose it as required or to comply with applicable laws and regulations. However, it is important to note that T-Mobile does not sell, rent, or lease personal information about customers to third parties for their marketing purposes.
As Mr. [redacted] claim of a CPNI breech is with the outside collection agency that was assigned to his account for pre-collection notifications, T-Mobile will forward his concerns to the appropriate party for review.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

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 #.

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

April 24, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. T-Mobile has attempted to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter.
T-Mobile regrets any concern and inconvenience to Ms. [redacted] in regards to the purchase option price. T-Mobile records confirm that on July 28, 2015, Ms. [redacted] leased an LG G4 on T-Mobile’s JUMP! On Demand (“JOD”) option in which she agreed to 18-monthly lease payments in the amount of $19.99 and a purchase option price of $119.94 plus applicable taxes. Please note that on February 8, 2017, Ms. [redacted]’ JOD lease ended and was billed $119.94 plus applicable tax for the purchase option price of the LG G4. This charge was reflected on the February 2017 billing statement.
On March 14, 2017, Mr. [redacted] contacted our Customer Care department and agreed to a payment arrangement that on March 24, 2017, payment would be received in the amount of $516.39. As payment was not received the account failed payment arrangements. T-Mobile records confirm that on March 31, 2017, Ms. [redacted]’ account was suspended as payment was not received as agreed upon. Please be advised that included in this balance was the purchase option price for the JOD leased LG G4 handset. T-Mobile has reviewed Ms. [redacted]’ account and has determined that all charges are accurate in accordance to her subscribed monthly recurring charges, features, JOD charges and Equipment Installment Plan charges for her other devices.
However, in an effort to amicably resolve this matter on April 24, 2017, T-Mobile applied a courtesy credit in the amount of $356.24 to Ms. [redacted]’ account which is equivalent to one month of service updating her account to a zero balance. 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.
Oscar T[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]

May 1, 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 a letter dated April 18, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]. Upon further investigation, T-Mobile has determined that [redacted] and [redacted] is one and the same person. Please be advised that we have attempted to contact Ms. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her account balance. T-Mobile records confirm that on May 27, 2013, Ms. [redacted] activated the above-reference postpaid account with the mobile numbers ending in 2[redacted]
T-Mobile records also confirm that on September 16, 2015, Ms. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease offer with the lease of an LG G4 Leather Brown handset. Ms. [redacted] was not required to pay a capital cost reduction and then agreed to a series of 18 monthly lease payments in the amount of $19.99.
Regretfully, on April 12, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when Ms. [redacted] ported the number to another service provider. T-Mobile records confirm that on December 2, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled when it was transferred to another customer’s account through a Change of Responsibility (“COR”). Additionally, on December 15, 2016, Ms. [redacted]’s mobile number ending in [redacted] was cancelled at Ms. [redacted]’s request.
Records confirm that Ms. [redacted]’s mobile number ending in [redacted] remained active and in use on the account. T-Mobile does not have record of a request for cancellation from Ms. [redacted] for the remaining line of service.
It is important to note that as full payment for the balance owed had not been received, on January 17, 2017, Ms. [redacted]’s account reflected a past due amount of $323.34, for the billing cycle charges from October 17, 2016, through December 16, 2016. Ms. [redacted]’s billing statement reflected new charges of $47.68 for the billing period of December 17, 2016, through January 16, 2017, increasing the balance owed to $371.02. Please note that Ms. [redacted]’s account reflected a total data usage of 30.65 gigabytes (“GB”) of data during the December 17, 2016, through January 16, 2017 billing cycle.
As payment was not received for the balance owed, Ms. [redacted]’s balance owed carried forward to her February 17, 2017 billing statement, which reflected a balance owed of $41.68, increasing the balance owed to $412.70. On March 10, 2017, T-Mobile received a payment of $26.00, reducing the balance owed to $386.70. As payment was not received for the full balance owed, it carried forward to Ms. [redacted]’s March 17, 2017, billing statement which reflected a balance owed of $134.25 for the accelerated charge of $119.94 for the above-referenced LG G4 handset, $5.00 late invoice charge and $9.31 in taxes, increasing the balance owed to $520.95. On April 13, 2017, T-Mobile applied a credit of $134.26, for the final billing statement total, reducing the balance owed to $520.95.
It is T-Mobile’s position that the balance remains valid and owed. As a result of non-payment, on April 19, 2017, Ms. [redacted]’s account was transferred to AmSher, a third-party collection agency. Ms. [redacted] may remit payment directly to AmSher by contacting them at 877-322-9724.
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

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

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]

June 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile...

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 25, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location and or Customer Care.
Please be advised that on April 18, 2017, the above-referenced account applied and qualified for a T-Mobile postpaid account. Regrettably, the account was not eligible for the well-qualified pricing on new handsets purchased on an Equipment Installment Plan (“EIP”) but was advised of Smartphone Equality as an option in the future. With one of T-Mobile’s 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 and have a minimum of 12 months tenure. 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.
While T-Mobile respectfully declines to provide a handset for free, as a onetime courtesy and in an effort to amicably resolve this matter, on June 5, 2017, T-Mobile has approved Ms. [redacted] to be eligible for Smartphone Equality. 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.
Chris L[redacted]
Executive Response