T-Mobile Usa Inc

May 4, 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 20, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] has concerns with the equipment charges on the account.   On April 16, 2015, Ms. [redacted] purchased a Samsung Galaxy Note 4 handset with our Equipment Installment Plan (“EIP”) for the mobile number ending in [redacted].  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24-monthly installments in the amount of $31.24.  T-Mobile records do not show that Ms. [redacted] traded-in this handset.  The EIP was manually closed when the 24-monthly installments were billed.  Nevertheless, on March 15, 2017, T-Mobile issued credits to Ms. [redacted]’s account in the amount of $499.88 for the disputed EIP charges for the Samsung Galaxy Note 4 handset in an effort to resolve Ms. [redacted]’s EIP concerns.   On April 17, 2015, Ms. [redacted] purchased an Apple iPhone 6 Plus with our EIP for the mobile number ending in [redacted].  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24-monthly installments in the amount of $31.24.  The EIP was closed on July 2, 2015 and this handset has not been billed since then.   On October 1, 2015, Ms. [redacted] leased a Samsung Galaxy Note 5 handset with JUMP! On Demand (“JOD”) leasing option.  Ms. [redacted] agreed to pay 18-monthly installments in the amount of $29.99.  This handset does not show that it was traded-in although the lease was closed on April 2, 2016 and Ms. [redacted] has not been billed since then for that handset.   On February 28, 2016, Ms. [redacted] purchased an LG V10 handset with our EIP for the mobile number ending in 2642.  Ms. [redacted] was not asked to make a down-payment and she agreed to pay 24-monthly installments in the amount of $25.00 per month.  T-Mobile records do not show that this handset was traded-in and the EIP remained open until March 15, 2017.  As of March 15, 2017, the remaining handset balance was $274.99, which T-Mobile adjusted in full.  On March 15, 2017 and April 11, 2017, T-Mobile issued credits to Ms. [redacted]’s account in the amount of $207.36 for previously billed monthly EIP charges.    Finally, on May 13, 2016, Ms. [redacted] leased an Apple iPhone 6S handset for the mobile number ending in [redacted] and she agreed to pay 18-monthly installments in the amount of $31.25.  Our records indicate that the handset with International Mobile Equipment Identifier (“IMEI”) number [redacted] was used on the account through December 4, 2016 although there is also no record of this handset having been returned or traded-in.  As a courtesy to Ms. [redacted], on March 15, 2017, the lease was closed.    Please be advised that T-Mobile last received a payment to Ms. [redacted]’s account in the amount of $120.00 on February 26, 2017.  As a courtesy to Ms. [redacted], on March 16, 2017, a refund in the amount of $120.00 was issued back to the original VISA card ending in [redacted].  As of May 4, 2017, T-Mobile adjusted all disputed EIP and JOD installments and closed the above mentioned EIP and JOD leases; even though our records do not indicate the handsets were returned.  On March 15, 2017, additional courtesy adjustments totaling $275.00 were issued to Ms. [redacted]’s account in an effort to resolve this matter.  Ms. [redacted]’s account balance is now $101.28 and payment was due by April 25, 2017.  T-Mobile respectfully declines to issue additional credits or refunds to Ms. [redacted] for this matter as we have adjusted all disputed charges and closed the disputed installment plans.   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 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

Complaint: [redacted]I am rejecting this response because: I only received an order for one line, but it should've been for 2lines. Can you please send me the order form to sign for the 2nd line iPhone7plus?  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

January 2, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No.[redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

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

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced in regards to his JUMP! insurance. The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (“EIP”) for full credit of the remaining balance.
T-Mobile records indicate that on July 22, 2015, Mr. [redacted] utilized our EIP offering on line ending in [redacted] to purchase a new Samsung Galaxy S6 Edge in Gold. Additionally, on July 22, 2015, the $12.00 JUMP! insurance feature was added to the line ending in [redacted]. It is important to note that the JUMP! insurance feature covers only the line of service which reflects the active feature.
T-Mobile records indicate that as of October 14, 2016, the line ending in [redacted] began utilizing the Samsung Galaxy S6 Edge. On June 11, 2017, as the line ending in [redacted] was not enrolled in the JUMP! feature for $12.00 per month Assurant denied the claim for physical damage as Mr. [redacted] submitted.

However, in an effort to offer an amicable resolution, on June 16, 2017, Mr. [redacted] was sent a Samsung Galaxy S8 Plus at the deductible pricing of $175.00. Mr. [redacted] was advised the charge will reflect on the billing statement generated on July 15, 2017. Mr. [redacted] accepted this as resolution to his concern.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jessica G[redacted] Executive Response

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]

May 25, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 12, 2017, regarding the above-referenced prepaid mobile number.
T-Mobile regrets any concerns to Mr. [redacted] with regards to his data speeds. T-Mobile records confirm that Mr. [redacted] is subscribed to our $30.00 Tourist Plan which includes 1,000 minutes of talk, unlimited text, and data of which, 2 GB of data are provided at high speed 4G / LTE speed depending on device compatibility. It is important to note that once the 2 GB bucket has been utilized, data services continue at a reduced rate until the end of the billing cycle.
A review of the account confirms that on May 6, 2017, Mr. [redacted] reached his 2 GB high-speed data bucket. Therefore, Mr. [redacted]’ data speeds were reduced through the end of his billing cycle. Should Mr. [redacted] require an increased high-speed data bucket, he may change his rate plan by contacting T-Mobile Customer Care at 800-937-8997, online at www.T-Mobile.com, or by visiting a local retail location.
Please be advised that Mr. [redacted], using a T-Mobile device, can dial #WEB# (#932#) and press send to check data usage at any time. T-Mobile also sends a free text message once usage reaches 2 GB during a billing cycle. Mr. [redacted] may also access his individual my.t-mobile.com account webpage to view and monitor current data usage. Finally, at any time T-Mobile’s Customer Care representatives are available to supply real time data usage and other account information. 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.
Cesar R[redacted]
Executive Response

May 5, 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 April 22, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. Our records confirm that Ms. [redacted] activated her account on January 7, 2017, with the mobile number ending in [redacted], which was ported-in from another provider. At the time of Ms. [redacted]’s activation, she used our Equipment Installment Plan (“EIP”) program to purchase an Apple iPhone 7 Plus 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. Ms. [redacted] remitted a down payment in the amount of $19.99, and agreed to 24 monthly installments in the amount of $31.25 for the remaining device balance. Additionally, at the time of Ms. [redacted]’s handset purchase, she traded-in a Samsung Galaxy Note 5 handset, for a trade-in credit of $150.00. This trade-in credit was issued to Ms. [redacted] account as a bill credit on February 21, 2017.
In Ms. [redacted]’s correspondence, she indicated that following her activation of service, she participated in our early termination fee reimbursement program, known as Carrier Freedom. The Carrier Freedom program reimburses consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to twelve lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our EIP, but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. Please note that per the terms of the Carrier Freedom program, any trade-in credits issued will be deducted from the reimbursement amount issued.
In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
Our records confirm that Ms. [redacted]’ submission for the Carrier Freedom reimbursement program was received and upon review on April 11, 2017, T-Mobile confirmed qualified charges in the amount of $200.00. Due to the previously-issued trade-in credit of $150.00, on April 11, 2017, T-Mobile issued a reimbursement to Ms. [redacted] in the amount of $50.00. This reimbursement was sent to Ms. [redacted] as a prepaid card, and would have been delivered within ten business days. It is T-Mobile’s position that based the above, Ms. [redacted] has been reimbursed according to the terms of the Carrier Freedom program.
However, in an effort to amicably resolve Ms. [redacted]’ concerns, on May 5, 2017, T-Mobile issued a credit to her account in the amount of $150.00, for the amount the reimbursement was deducted for the device trade-in credit. Ms. [redacted]’ account remains active, with a credit balance of $150.00 at this time. T-Mobile regrets any inconvenience Ms. [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

June 20, 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 8, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to non-working handset. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy Note 4 White handset on May 25, 2015. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of her device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. T-Mobile records confirm that on April 19, 2016, Ms. [redacted] participated in the Limited Warranty Exchange process. If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. T-Mobile records indicate that on May 7, 2016, Ms. [redacted] contacted T-Mobile’s Customer Care department and advised that she had received a device with physical damage to the LCD screen. In an effort to assist Ms. [redacted], a second Limited Warranty Exchange handset was sent to Ms. [redacted]. With regard to Ms. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage to the LCD screen, which is not covered under the warranty. Per policy, Ms. [redacted]’s account was charged an out-of-warranty fee of $435.50. On June 9, 2016, upon speaking with Ms. [redacted], T-Mobile applied a courtesy credit of $435.50 to Ms. [redacted]’s account. Additionally, T-Mobile will allow Ms. [redacted] to return the Samsung Galaxy Note 4 handset within 30 days of this letter, in good working condition, with its associated charger, directly to my attention at: T-Mobile USA, Inc. Executive Response Attention: Diana J[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $320.76 for the handset’s remaining EIP balance. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Additionally, T-Mobile requests Ms. [redacted] include her account information inside the package to ensure the proper credit is applied to her account. Ms. [redacted] has accepted this as a resolution to 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. Diana J[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: the lack of professional guidance I received as customer from T-mobile's employees is reflective on vague responses like this one - "T-mobile regrets any confusion regarding the Change of Responsibility ("COR") for the above referenced account. Please be advised that a COR is a change in billing responsibility from one person or business to another person or business. Please note that posed billed charges cannot be moved from one account to another upon completion of a COR. Additionally Equipment Installment Plan ("EIP") balance transfers can only occur within 60 days of the EIP lines having been moved to other accounts. If an account has an EIP balance and the account is cancelled, the EIP balance will be charged in full on the final bill." Number one, T-mobile didn't even own up to misinforming me and not telling me anything about needing to sign the EIP documents. The account was closed as a result of the transfer which spiraled this issue at hand in the first place. T-mobile told me the transfer was complete. T-mobile failed to inform me about an email with EIP documents that I needed to sign. T-mobile also is mentioning this 60 day deal now but it was not mentioned to me before. Otherwise I would've signed the documents and been on top of it. And now T-mobile is not even concerned with the email which landed my spam folder which T-mobile purposefully did not tell me to look out for and not once have I heard T-mobile own up to their fault. T-mobile took part in misinforming, misguiding, and failing to truthfully convey information regarding our bill at that time, which is now costing my pockets at least four times what we originally owed. And I got nothing except an apology without a real apology. 
Sincerely,
[redacted]

Tell us why here...
September 29, 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 19, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding the This One is On Us offer. 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 Response team.
However upon speaking with Mr. [redacted] on September 19, 2017, he confirmed he no longer was interested in the offer as he currently was taking advantage of the T-Mobile ONE Unlimited 55+ promotional rate plan. As a courtesy to Mr. [redacted], T-Mobile issued a credit in the amount of $240.00 due to the inconvenience. The credit reduced the account balance to a credit balance of $240.00. T-Mobile is glad to confirm that Mr. [redacted] accepted the credit as a resolution to his concerns and regrets any inconvenience to him.
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.
Abigail [redacted] Executive Response

May 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re* [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 19, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concern within this response.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced in regard to the 2016 September iPhone Trade Up offer. From September 15, 2016, through September 25, 2016, new and existing postpaid customers who traded-in their fully paid off iPhone and signed up for our T-Mobile ONE rate plan could get a new iPhone 7 for free or discounted via bill credits when purchased on an Equipment Installment Plan (“EIP”). It is important to note that the trade in handset determines whether the iPhone is free or discounted.
T-Mobile records indicate that Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering on September 24, 2016. Ms. [redacted] purchased an iPhone 7 32GB device at purchase price of $649.99 plus applicable tax. Ms. [redacted] was not required to remit a down payment; however, she agreed to a series of 24-montly installment payments of $27.09. Please be advised, in order to qualify for the promotional offer customers must meet the eligibility requirements, which include, but are not limited to, customers must own their handset outright and trade it in, in good working condition and it must be received within 14 days of when the customer receives their new device. Our records reflect Ms. [redacted] traded in her paid in full iPhone 5s handset; and agreed to send it to T-Mobile within the allotted timeframe as indicated above.
T-Mobile records confirm Ms. [redacted] activated her iPhone 7 handset on October 8, 2016, and was required to mail in the aforementioned trade in device within 14 days. Regrettably, T-Mobile records reflect the iPhone 5s was received on December 9, 2016, which was after the allotted timeframe allowed causing Ms. [redacted] to be ineligible for the 2016 September iPhone Trade Up offer. In Ms. [redacted]’s correspondence to your office she indicates she was responsible for $200.00 of the aforementioned purchase price of the iPhone 7 handset.
As such, as a goodwill gesture and in an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile closed the current remaining balance on the iPhone EIP which was $433.27 and now reflects a zero balance. In addition, T-Mobile applied an account credit in the amount of $16.72 to cover any excess payments made towards the iPhone EIP; this resulted in a balance of $94.97 which was due on May 25, 2017.
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 Ms. [redacted]’s contact with our Customer Care. 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.
Carlos T[redacted] Executive Response

Revdex.com:
Hi,
 
I recently filed a complaint about T-Mobile not having my device and I need to cancel that since they just now miraculously found my “lost” device. Can you please cancel this? My name is [redacted] and I filed about [redacted].
 
Thanks,
[redacted]

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

correspondence dated August 5, 2016, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with unlocking her equipment. Device unlock codes are available to customers who meet our eligibility requirements. In order to receive a device unlock code, customers must either have active postpaid or prepaid service, or, if service has been cancelled, must request the unlock code within 90 days of cancellation. Since Ms. [redacted] is not an active or recent customer, she is not eligible to receive an unlock code for her device. Nevertheless, in an effort to amicably resolve this issue, we have provided Ms. [redacted] with the unlock code for her Motorola V60 device. Pursuant to Ms. [redacted]’s request, we emailed the unlock code for her device to her at the email address provided in her correspondence to the Revdex.com. 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. Brian W[redacted] Executive Response

September 6, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 29, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her recent activation and we are pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction. T-Mobile records indicate that Ms. [redacted] activated the account on August 25, 2016, with the mobile numbers ending in [redacted] and [redacted]. Ms. [redacted] subscribed to our now grandfathered Simple Choice Family Unlimited Talk Text plus 6GB of Data promotional rate plan for $120.00 per month for the first four lines of service. Additionally, each of Ms. [redacted]’ mobile numbers subscribed to JUMP! with Premium Handset Protection for $9.00 per line each month. T-Mobile records indicate that upon activation, Ms. [redacted] paid a total of $84.60 for four SIM cards plus applicable taxes and she qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of three Samsung Galaxy On5 handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. At the time of Ms. [redacted]’ purchase, she was not required to make a down payment; however, she agreed to a series of 24 monthly installments in the amount of $17.52. With the monthly access charges, optional feature charges and equipment installments, Ms. [redacted]’ monthly billing statement totaled $173.52 prior to equipment installments, fees and taxes. Ms. [redacted]’ account was billed with our ‘bill current’ billing system, which means that she was billed for services in advance. Ms. [redacted]’ billing period started on the 27th of each month and ran through the 26th of the following month; payment was due on the 19th of each month. On August 27, 2016, Ms. [redacted] was sent a billing statement in the amount of $177.63 which consisted of new charges for services from August 27, 2016, through September 26, 2016, fees and applicable taxes. This payment was due on September 19, 2016. On August 29, 2016, pursuant to Ms. [redacted]’ request, the account was canceled. Unfortunately due to an inadvertent error, the retail store was not able to issue a refund for the $84.61 that Ms. [redacted] had previously paid. Please be advised that Ms. [redacted]’ EIP order was canceled and she currently does not have an open EIP. In addition her account has been credited $177.63 and as such, Ms. [redacted]’ account remains closed with a zero balance. Upon speaking with Ms. [redacted] T-Mobile advised of the above and offered to issue refund in the amount of $84.60 via direct deposit for the SIM cards. Ms. [redacted] accepted this as a resolution and was advised the refund will post to her checking account within one to three business days. Ms. [redacted] had no addition concerns. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:Reason for not accepting T-mobile response is they continously have no remorse for wrondoing at the customers expense, in fact that they are constantly misleading the customers with false advertising or misinformation. Agents and Retention departments care specifically leaving out vital information regarding plan info and phone purchase and also the rebate. This is why they credited my account $20 , because on the recording all their agents did not explain vital details of the BOGO sale offer. Another example of the misinformation or lack of info, All T-mobile agents /sales completely forgot to tell us that we must apply for the update as stated below. It wasn't until this Revdex.com response on 9/15 were we advised that we were to apply for a rebate on a website after having the phones since 9/8. T-mobile representatives constantly told us that in 8 weeks we would receive a $930 visa rebate card, neither representative at T-mobile or emails mentioned during or before the sale that a rebate form had to be filled out. On 9/15 date of this complaint Tmobile agents Lakewsha([redacted]) and her manager Derek ([redacted]) both stated they were sorry for T-mobile not giving us this vital information about the rebate. They filed the rebate, but said the customer would still have to wait additional weeks and that there is nothing T-mobile can do for the customer but wait the extra weeks.The Samsung promo offer was solely through Samsumg and Tmobile has nothing to do with it. Ask T-mobile to provide a log of all the calls made by the customer prior to the purchase with lack of the correction on this promotional offer. T-mobile still admits no wrongdoing by its agents , the customer suffers aggravation. If needed I can provide the number of calls made and time spent because of mis information during that period.
Sincerely,
[redacted]

July 10, 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 Prepaid No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 7, 2015, regarding the above-referenced account. T-Mobile records indicate Mr. [redacted] was a prepaid customer who benefited from T-Mobile’s Gold Reward program. Please be advised the Gold Reward status can be reached one of two ways. The first is through an accrual of refills that total at least $100.00. The first refill following the final qualifying refill will be with Gold Rewards status. The second way to achieve instant Gold Reward status is to purchase one refill coupon with a value of $100.00. In order to maintain Gold Rewards status, a refill must be processed within 365 days of the qualifying refill. Please be advised that there is no restriction as to when a refill can be purchased. As Mr. [redacted] rarely utilized his T-Mobile prepaid account, it may be beneficial to extend the period between refills as long as possible while staying within the 365 days from the prior refill. Reminders in regards to expiry dates are sent to customers via text message to help prevent forfeiting any available credit balance. T-Mobile records indicate Mr. [redacted] last refilled his prepaid account on May 7, 2014. On May 8, 2015, Mr. [redacted] credit balance of $216.67 was forfeited as he had not remitted additional payments to maintain his Gold Reward status or to extend his expiration date. 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.” As such, on May 8, 2015, Mr. [redacted] balance of $216.67 was forfeited and was not available for refund. However, in an attempt to amicably resolve this matter T-Mobile has agreed to send Mr. [redacted] a credit refund in the amount of $216.67 to the address supplied at the time of our conversation. Mr. [redacted] acknowledged his understanding that his refund will arrive in the form of a MasterCard refund card which will be delivered within 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 the address below or[redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

July 2, 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 June 26, 2015, regarding the above-referenced account. In early 2014, T-Mobile announced contract freedom for consumers looking to switch from any U.S. carrier to T-Mobile. This industry changing offer allows consumers who were previously held back by expensive termination fees and staggered tenures to leave their current carrier for a better deal. T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $300.00 per device traded-in at the time of their activation – for up to five lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity. T-Mobile records indicate Mr. [redacted] activated his account on November 18, 2014, when he ported his numbers from another provider. At the time of Mr. [redacted] activation device charges for installment plans and lease fees were not included in the early termination fee reimbursement program. As such, when Mr. [redacted] submitted his final billing statement, his reimbursement request was declined. However, in an effort to amicably resolve Mr. [redacted] concerns, on June 30, 2015, T-Mobile spoke with Mr. [redacted] and has requested that he provide a copy of his final billing statement from his previous provider, showing the itemized charges billed. Upon receipt and review of this statement, a refund will be issued to Mr. [redacted] for the device charges incurred. T-Mobile requests that Mr. [redacted] provide this documentation via an email to my attention at [email protected] no later than July 15, 2015. 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 the address below or [redacted] Very truly yours, T-MOBILE USA, INC. [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. Since I received a voicemail from Mr. Juan (T-Mobile representative) explaining that they would take into consideration my feedback to improve their customer support.Sincerely, [redacted]