T-Mobile Usa Inc

March 15, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327              ...

Re:      [redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 4, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated Ms. [redacted] as an authorized user of the account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.   We regret to hear that Ms. [redacted] had any concerns regarding her LG V10. T-Mobile records indicate that on June 21, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG V10.  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.    At the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $25.00, which appeared on the first bill following the purchase of the device.    By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! 2.0. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their 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 like new 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.   Our records reflect that on January 21, 2017, Ms. [redacted] completed a handset exchange when her LG V10 device was stuck on a reboot loop. As such, Ms. [redacted] was provided a like new device to replace her defective unit. Although, it is T-Mobile’s position and her V10 does not warrant additional compensation because it was a manufacturer defect, as a courtesy and an effort to amicably resolve her concerns, T-Mobile has issued a one-time credit of $100.00 towards the V10, reducing the outstanding EIP balance to $299.99. Please note that on March 15, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction.   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

December 19, 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 December 10, 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 concerns Mr. [redacted] experienced in regards to the coverage in his area. As Mr. [redacted] may imagine, 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. T-Mobile records confirm that on October 1, 2013, Mr. [redacted] activated two voice lines of service with the mobile numbers ending in [redacted] and [redacted]. On January 6, 2014, Mr. [redacted] activated the Mobile Internet line of service with the mobile number ending in [redacted] and on August 25, 2015, Mr. [redacted] activated the Mobile Internet line of service with the mobile number ending in [redacted]. On October 23, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease program with the lease of an Apple iPhone 6s Gray handset with 16GB of memory. Mr. [redacted] was not required to pay a capital cost reduction and agreed to a series of 18 monthly lease payments of $27.00. It is important to note that at the end of Mr. [redacted]’s lease term, he may either return the handset or purchase the handset at the purchase option price of $163.99. On November 18, 2015, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand lease program with the lease of an Apple iPhone 6s Rose Gold handset with 16GB of memory. Mr. [redacted] was not required to pay a capital cost reduction and agreed to a series of 18 monthly lease payments of $27.00. At the end of Mr. [redacted]’s lease term, also may either return the handset or purchase the handset at the purchase price option price of $163.99. In an effort to amicably resolve the matter, on December 16, 2016, T-Mobile provided Mr. [redacted] with Mobile Device Unlock codes for the above referenced handsets, in order to allow him to utilize them on another service provider’s network. Additionally, on December 18, 2016, T-Mobile applied a courtesy credit of $155.09, to Mr. [redacted]’s account, for the billing cycle charges from November 14, 2016 through December 13, 2016, reducing the account to a zero balance. On the same day, T-Mobile applied a courtesy credit of $243.00 to Mr. [redacted]’s account for the remaining JUMP! On Demand lease balances for the above mentioned handsets, bringing the account to a credit balance of $243.00. Please note that Mr. [redacted] has agreed to pay the purchase price option of $163.99 per handset, which will post with the remaining lease balances to Mr. [redacted]’s February 6, 2017 billing statement once he ports his numbers to another service provider by January 13, 2017. Additionally, as a courtesy to Mr. [redacted], T-Mobile will apply a credit to Mr. [redacted]’s account for the monthly recurring charges from December 14, 2016 through January 13, 2017, provided that he ports his mobile numbers to another service provider by January 13, 2017. Mr. [redacted] has agreed to 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

July 11, 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 28, 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. Please note that T-Mobile has successfully resolved Ms. [redacted]’ concern to her satisfaction.
T-Mobile regrets any concern to Ms. [redacted] in regards to her account. Please be assured that T-Mobile strives to provide world-class Un-carrier experience to all of our customers on each and every contact whether it is in store or over the phone. 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]’ recent contact with our Customer Care team.
Please be advised that on June 21, 2017, Ms. [redacted] contacted Customer Care and requested a payment extension for her then past due balance at that time in the amount of $503.99 of the total balance of $1,268.39. Customer Care granted an extension through June 27, 2017. However, on June 24, 2017, Ms. [redacted]’ billing cycle closed and on June 25, 2017, a new billing statement generated reflecting a past due balance of $1,268.39 and new charges in the amount of $718.51 for a total balance owed in the amount of $1,986.90 due by July 17, 2017. Please note that as Ms. [redacted]’ past due balance had now increased she was advised of the new past due amount of $1,268.39. However, between June 26, 2017, and June 27, 2017, Ms. [redacted] submitted several payments totaling $551.39 and T-Mobile applied a credit in the amount of $20.00 updating the past due balance to $697.00 and new charges of $718.51 for a total balance owed of $1,415.51.
Please be advised that on June 30, 2017, T-Mobile reviewed the balance with Ms. [redacted] and confirmed it consisted of her monthly recurring charges, applicable taxes, monthly Equipment Installment Plan (“EIP”) charges, late fees, third party content charges, and a returned payment fee. T-Mobile has granted Ms. [redacted] an extension through August 1, 2017, to provide her additional time to bring the account current.
Please be advised that on June 30, 2017, T-Mobile also mailed Ms. [redacted] a Certified Pre-Owned Samsung Galaxy S7 from our Handset Upgrade Program at no cost to replace her nephew’s device being used on the mobile line of service ending in [redacted]. 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

April 20, 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 9, 2017, regarding the above-referenced account.
T-Mobile records confirm that on September 25, 2016, Ms. [redacted] activated two additional voice lines on her above-referenced postpaid account. At the time of activation Ms. [redacted] qualified for T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus Black handset with 32GB of memory. Ms. [redacted] was required to make a down payment of $19.99 and then agreed to a series of 24 monthly installments of $31.25.

At the time of purchase, T-Mobile was offering the Apple iPhone 7 Trade-Up offer. As part of this offer, new and existing postpaid customers who traded-in their fully paid off Apple iPhone 6, from any carrier, could receive a new Apple iPhone 7 Plus 32GB handset for $120.00, after a $165.00 device trade-in credit and 24 monthly bill credits of $20.21, totaling $484.99, when purchased on EIP.
T-Mobile records confirm that on November 17, 2016, Ms. [redacted]’ account received the correct device trade-in credit of $165.00. However, due to an inadvertent error, Ms. [redacted]’ account is receiving a monthly bill credit of $16.05 for 24 months. In an effort to amicably resolve the matter, on April 19, 2017, T-Mobile applied a credit of $100.00 to Ms. [redacted]’ open EIP balance, which after the remaining EIP bill credits, will reduce the cost of the handset to $120.00.
Additionally, in an effort to amicably resolve the matter, on the same day, T-Mobile applied a courtesy credit of $253.10 to her account, for the past due amount associated with Ms. [redacted]’ March 7, 2017 billing statement. As Ms. Perkin’s account reflected a balance owed of $564.42, the account balance was reduced to $311.32, which consisted of the charges associated with Ms. [redacted]’ April 9, 2017 billing statement. 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

November 7, 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 28, 2016, regarding the above-referenced account. Please be advised that we have made several 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 Ms. [redacted]’s concerns with her account balance. T-Mobile records confirm that Ms. [redacted] canceled the mobile number ending in [redacted] on October 1, 2016, then cancelled the mobile internet number ending in [redacted] on October 28, 2016, when she ported her mobile numbers to another service provider. At the time of cancelation, Ms. [redacted] had an outstanding account balance of $113.49, which consisted of the normal monthly recurring service charges for service from September 19, 2016 through October 18, 2016 and partial monthly recurring service charges for the mobile number ending in [redacted], from October 19, 2016 through the date of cancelation which was October 28, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has offered to place an adjustment on the account for the entire billing cycle, which totaled $113.49. In addition, as Ms. [redacted] cancelled the mobile number ending in [redacted] in the middle of the billing cycle, T-Mobile will ensure that the final account balance is adjusted after the billing cycle close date, November 18, 2016. After the final balance has generated and is adjusted by T-Mobile, Ms. [redacted]’s account will be closed with a zero balance. T-Mobile regrets any inconvenience caused 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. Lupe C[redacted] Executive Response

May 27, 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 17, 2016, regarding the above-referenced account. Please be advised that we have made several 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 confusion with Ms. [redacted]’s final billing charges and reimbursement options. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful. 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. 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 on December 2, 2015, Ms. [redacted] activated two lines of service. The line of service ending in [redacted] was a voice line and the line of service ending in [redacted] was a Mobile Internet line. Additionally, Ms. [redacted] took advantage of our EIP with the purchase of an LG G4 handset and a LG G Pad tablet. Unfortunately, on April 2, 2016, Ms. [redacted] cancelled her account which caused the EIP balance for the device to accelerate and be billed with her final billing statement. The breakdown of the charges is $229.52 for the LG G4 handset and $189.81 for the LG G Pad tablet for a total of $419.33 due by May 23, 2016. Unfortunately, we could not locate any records indicating Ms. [redacted] was advised she would not be responsible for her equipment charges. Additionally, we could not find any records indicating Ms. [redacted] submitted her prior carrier’s final statement to T-Mobile to receive Carrier Freedom reimbursement as well as any traded-in devices which are requirements to be eligible for reimbursement. T-Mobile regrets any confusion these matters may have caused. Nonetheless, our records show the LG G4 device with IMEI [redacted] was returned to T-Mobile on April 29, 2016. As such, on May 26, 2016, T-Mobile applied a credit of $229.52 toward the LG G4 equipment charges. However, we could not find any records that Ms. [redacted] returned the LG G Pad tablet to T-Mobile. As such, Ms. [redacted]’s account remains cancelled with a revised past due balance of $189.81. Should Ms. [redacted] require payment arrangements, she may contact us using the number listed below or our Customer Care at 800-937-8997 to avoid collection activity. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

February 15, 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 February 4, 2017, regarding the above-referenced account.  T-Mobile records confirm that Mr. [redacted] is an authorized user of Ms. [redacted]’s account.  T-Mobile is delighted to have resolved this matter to Mr. [redacted]’s satisfaction.   We are pleased that Mr. [redacted] chose to bring his business to T-Mobile, although we are sorry to hear that the service did not meet his expectations.  Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect satisfactory outdoor and in-vehicle coverage.  Unfortunately, T-Mobile cannot guarantee coverage as there are so many factors that can affect the coverage day to day.  T-Mobile is always working to improve its coverage, and we regret if Mr. [redacted] was not fully apprised of the coverage he should expect is his area at the time of activation.   T-Mobile records confirm that the above- referenced account was activated on December 10, 2016, with four lines of service.  At the time of activation, Mr. [redacted] took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchases of four Apple iPhone handsets and seven accessories.  Based on the credit qualification for the account, Mr. [redacted] was not required to remit any down payment for his handset; however, Mr. [redacted] was required to remit payment for taxes on the full cost of the handsets, for a total upfront payment of $214.04.   As of the time of Mr. [redacted]’s purchase of a new service and equipment, T-Mobile provided a 20 day return period which allowed Mr. [redacted] to use the equipment to see if it meets his needs.  If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancellation of the service and any applicable EIP’s entered into at the time of the original purchase.  T-Mobile records confirm that on December 29, 2016, Mr. [redacted] took advantage of the return period when he ported all four mobile numbers to another service provider, cancelling the T-Mobile account.  That same day, Mr. [redacted] contacted Customer Care to ask for return instructions for his equipment, and was furnished with a return mailing label to return his equipment to T-Mobile for a refund.   It is very important to note that if an account is cancelled, any remaining EIP charges will be accelerated and posted to the final billing statement.  As such, on January 10, 2017, Mr. [redacted] was sent a final billing statement, which included prorated service from December 10, 2016 to December 29, 2016, and the total balances owed for the four iPhones and seven accessories, in the amount of $2,506.66, which was due by February 3, 2017.   T-Mobile records confirm that on January 10, 2017, Mr. [redacted]’s return package was delivered to the T-Mobile warehouse. It is very important to note that customers can expect to receive return credit and any eligible refund within 30 days of receipt of returned equipment at the T-Mobile warehouse.  Nonetheless, as a courtesy to Mr. [redacted] and an in an effort to amicably resolve this matter, on February 7, 2017, T-Mobile immediately issued Mr. [redacted]’s refund in the amount of $214.04; those funds should have been available within three business days.  In addition, T-Mobile issued an account credit in the amount of $2,506.66 for the outstanding balance, and the account is now closed with a zero balance. Please note that this account was not transferred to any third-party collections agency, and therefore Ms. [redacted]’s credit remains unaffected by this account.  Mr. [redacted] accepted this offer and information as resolution in full 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.   Ally Y[redacted] Executive Response

November 7, 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 28, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her recent handset purchase. Please be advised that in Ms. [redacted]’s correspondence to your office her concerns are regarding the solicitation of T-Mobile service through Venicom Inc. a third–party dealer of T-Mobile products and services. As Venicom, Inc. is a third party authorized dealer for our products and services, their employees do not work directly for T-Mobile. Please be advised that even though Venicom Inc. employees are not T-Mobile employees they are held to the same standard. 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 a Venicom Inc. employee failed in any way to display that during Ms. [redacted]’s recent contact with Venicom. T-Mobile records show that the mobile numbers ending in [redacted] and [redacted] were activated on June 30, 2016, by Venicom, Inc. Thereafter Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an iPhone SE 16GB handset and an iPhone 6S 16GB 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. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment; however, she agreed to a series of 24 monthly installments in the amount of $43.76. Ms. [redacted] subscribed to our Simple Choice Unlimited North America Unlimited Talk Text plus 2GB of Data rate plan for $80.00 per month for the first two lines of service. In addition each mobile number subscribed to the following optional services: JUMP! with Premium Handset Protection (“PHP”) for $12.00 per month and our Simple Choice 6GB Data and Hotspot for $15.00 per month. With the monthly access charges, optional feature charges and EIP, Ms. [redacted]’s monthly billing statement totaled $177.76 prior to additional usage charges, fees, taxes and surcharges. Ms. [redacted]’s account was billed for services in advance. Ms. [redacted]’s billing period started on the 15th of each month and ran through the 14th of the following month; payment was due on the 7th of each month. 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 concerns Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors that may interfere with actual service, quality, and availability. Please note that Ms. [redacted] may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect moderate coverage. On July 6, 2016, Ms. [redacted] contacted T-Mobile regarding her coverage concerns and was sent a T-Mobile CellSpot Router at no charge. The Personal CellSpot Router unleashes the full power of Wi-Fi, allowing customers to call, text, surf anywhere in their home, including the attic and the basement with their Wi-Fi capable device. It is like having a tower in one's house and is now available at no additional cost. Only one CellSpot Router is available per account and it will only function in homes already wired with high speed internet service; however, it does not require that customers receive a minimum level of cell coverage within their home. The CellSpot Router has innovative T-Mobile software installed that prioritizes calls made over Wi-Fi as compared to other network traffic which ensures consistent and clear quality phone calls. This router is available for our customers to use as long as they remain a T-Mobile customer. Upon cancelation of service, the router must be returned to T-Mobile. If not returned, the customer will be billed a $99.00 non-return fee. On July 15, 2016, Ms. [redacted] was sent a prorated billing statement in the amount $268.55 for services from June 30, 2016, through August 14, 2016, monthly EIP, fees, taxes and surcharges. This payment was due on August 7, 2016. Please note that on July 20, 2016, the mobile number ending in [redacted] was changed to the mobile number ending in 6221. On August 15, 2016 Me. [redacted] was sent a billing statement in the amount $460.33 which consisted of new charges in the amount of $191.78 for services from August 15, 2016, through September 14, 2016, monthly EIP, fees, taxes, surcharges and her previous balance in the amount of $268.55. This payment was due on September 7, 2016. On August 17, 2016, T-Mobile issued credits in the amount $23.40 leaving a reaming balance in the amount of $460.33. Please be advised that all customers have the option and ability to register their account and mobile numbers on myt-mobile.com, where they may view all account information activity and have full access to the account management options. On August 17, 2016, Ms. [redacted] spoke T-Mobile and advised that she was not able to log in and view her billing statements. As such, copies of the previous billing statements were mailed to Ms. [redacted]. On August 26, 2016, Ms. [redacted]’s account was fully suspended as a result of non-payment. Please be advised that T-Mobile stops charging monthly access charges when an account becomes fully suspended for non-payment. Thereafter Ms. [redacted] contacted T-Mobile to restore her service and as such T-Mobile restored Ms. [redacted]’s service. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Ms. [redacted]’s account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. Ms. [redacted] stated that she wished to leave T-Mobile and return her handsets. Please be advised that as of the time of Ms. [redacted]’s purchase, T -Mobile provided a twenty day return period which allowed Ms. [redacted] to use the equipment to see if it meets her needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP. As Ms. [redacted] was beyond the return she was unable to return the purchased devices. T-Mobile then issued a one-time credit in the amounts of $30.00 leaving a remaining balance in the amount of $430.33. On August 30, 2016, a payment in the amount of $215.36 was remitted to Ms. [redacted] account leaving a remaining balance of $214.97. On September 15, 2016, Me. [redacted] was sent a billing statement in the amount $456.63 which consisted of new charges in the amount of $241.66 for services from September 15, 2016, through October 14, 2016, monthly EIP, restore from suspend fees, taxes, surcharges and the previous balance in the amount of $214.97. This payment was due on October 7, 2016. Thereafter, Ms. [redacted]’s account was fully suspended as a result of non-payment. Ms. [redacted] contacted T-Mobile to restore her service and remitted a payment in the amount of $214.97. this payment updated the balance to $241.66. When Ms. [redacted]’s account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. On October 14, 2016, Ms. [redacted]’s T-Mobile account was cancelled when she ported her mobile numbers to another service provider. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the EIP agreement provided at the time of purchase. When the account was canceled, the remaining EIP balance of $333.31 for the iPhone SE 16GB handset and $541.63 for the a iPhone 6S 16GB handset were each accelerated and will posted to the final billing statement dated November 15, 2016. Ms. [redacted] was sent the October 2016, billing statement in the amount $90.73 which consisted of new charges in the amount of $191.78 for EIP, restore from suspend fees, taxes, and surcharges and the previous balance in the amount of $241.66. This payment was due on September 7, 2016. On October 24, 2016, T-Mobile received CellSpot Router and it was removed form Ms. [redacted] account. On November 4, 2016, T-Mobile spoke to Ms. [redacted] and advised of the above. Ms. [redacted] confirmed that she did not have the above mentioned equipment to return for a possible refund. In an effort to amicably resolve the matter and as a gesture of goodwill, T-Mobile issued a one-time credit in the amount of $332.39 bringing Ms. [redacted]’s account to a zero balance. In addition Ms. [redacted] was advised of the remaining EIP balance in the amount of $874.84 which will reflect on her following billings statement dated November 15, 2016. T-Mobile agreed to issue a credit in the amount of $430.33, once Ms. [redacted] made a payment in the amount of $444.61. Ms. [redacted] accepted this as a resolution and had no additional 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. Robert R[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.
T-Mobil called me and remove the amount to pay , now is cero balance.
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:
Because even though according to tmobile they bave taken better precautions in securing my account they lied to me when contacting me over the matter.  The gentleman I had spoken with said nobody had spoken to anyone on the day in question and that they only sent 1 text to my phone when the lady I spoken with originally had told me exactly what number the text with the pin number was sent to and exactly what was said over the phone. She had stated that they had spoken with me reguarding insurance on my phone lines when they did not speak to me at all. I, as the account holder, know tnat there is no insurance on any of my phone lines. So how can there be 2 different sides as to what happened?  I have lost all trust in tmobile and was not only mad they allowed someone to have access to my account but now that the man I had spoken with didnt take my complaint seriously but he lied to me about what had taken place. The lady would not have told the previous days conversation and then once I complained there is no recorded of the conversation anymore. I just really want to come to an agreement to get out of my contract with tmobile. Ive been a loyal 10+ yr customer & I just dont want to do business where my account isnt secured & I am lied. Tmobile has lost all of my trust. 
Sincerely,
[redacted]

March 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 12, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] experienced in regards to his Military discount, his non-working devices, coverage and the Samsung Galaxy S7 Buy One Get One offer. T-Mobile offers Military discounts to individuals who are active or retired military employees. This Discount Program is referred to as a The T-Mobile Advantage Program. This is a grandfathered program that allows individual customers to receive benefits based on their affiliation with the United States Military. Customers are required to recertify their military affiliation on an annual basis to maintain their monthly discount. T-Mobile records confirm that Mr. [redacted] account qualified and received the Military discount up until December 28, 2014, when Mr. [redacted] changed his rate plan to the Simple Choice Family Unlimited Talk and Text Two lines for $100.00, plus applicable taxes, promotional rate plan. As this rate plan is already highly discounted, it disqualifies the account from receiving any additional discounts. In an effort to amicably resolve the matter, on March 15, 2016, upon speaking with Mr. [redacted], T-Mobile changed Mr. [redacted] rate plan to a qualifying rate plan, the Simple Choice Unlimited Talk and Text with 10GB of data per line, rate plan. Additionally, T-Mobile backdated Mr. [redacted] rate plan to start at the beginning of Mr. [redacted] billing cycle, February 19, 2016. As an additional courtesy, T-Mobile also applied a courtesy credit of $60.00, to Mr. [redacted] account, for the military discount that had not been applied on the previous four billing cycle statements from December 19, 2015 through March 18, 2016, bringing the account to a credit balance of $60.00. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. However, T-Mobile records indicate that Mr. [redacted] was using a Wi-Fi CellSpot Router coverage solution device, provided by T-Mobile. In an effort to assist Mr. [redacted] with his coverage concerns, on March 15, 2016, T-Mobile assisted Mr. [redacted] in locating a Wi-Fi CellSpot Mini Tower at a local T-Mobile retail store. Mr. [redacted] is required to return his current Wi-Fi CellSpot Router at which point, Mr. [redacted] may then pick up the Wi-Fi CellSpot Mini Tower at the local T-Mobile retail store. Please be advised that Mr. [redacted] will be required to pay a refundable damage deposit of $25.00 at the time of pick up. Mr. [redacted] has accepted this as a resolution to his coverage concerns. On March 11, 2016, T-Mobile began the “Buy a Samsung Galaxy S7 or S7 Edge, Get another free with a new line activation” promotion. Please note that in order to qualify for this promotion, customers must purchase a Samsung Galaxy S7 or S7 edge and a second S7 or S7 edge of equal or lesser value on EIP on the same account. Customer must activate a new line of service on the same account to use with one of the Samsung Galaxy S7 or S7 edge device Equipment Installment Plans (“EIP”). Customers must submit a rebate on t-mobile.com/promotions using promo code GS7BOGO, within 30 days of purchasing the second device. The offer is fulfilled by a prepaid MasterCard for the cost of the lower priced device (taxes not included), within eight weeks after submitting the rebate. T-Mobile records indicate that on March 16, 2016, Mr. [redacted] qualified an took advantage of T-Mobiles EIP option with the purchase of two Samsung Galaxy S7 Edge handsets with 32GB of memory, one Black handset and one Gold Platinum. As Mr. [redacted] did not purchase one of the devices on the new line of service he will not qualify for the rebate. Nevertheless, in an effort to amicably resolve Mr. [redacted] concerns, he may contact me directly at the below number within 30 days of purchasing the second device, and T-Mobile will honor the rebate. T-Mobile regrets any inconveniences 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. Shannon R[redacted] Executive Response

July 13, 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 29, 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 Ms. [redacted] may have regarding the account billing. Please be advised that from September 8, 2016, through December 6, 2016, T-Mobile ran the T-Mobile ONE 4 lines for $35/4th line free offer. It is important to note that this price includes a discount of $5.00 per line for automatic payment. If customers are not enrolled in automatic payment, the price would be $40.00 per line. This information was included in all literature and advertising that we created for this promotion. Our records do not reflect that Mr. [redacted] is enrolled in automatic payment thus the additional discount was not applied.
T-Mobile records indicate that on September 8, 2016, Mr. [redacted] activated two additional lines of service. However, due to an inadvertent error the fourth line of service did not receive the monthly bill credits in full. Unfortunately on April 25, 2017, the fourth line was cancelled when the mobile number was ported out to another service provider.
T-Mobile records confirm that the billing cycle ran from the 19th of the month to the 18th of the following month, with payment due on the 11th. A review of the account confirms that the account carried a past due balance since December 11, 2016. Please note that the account has been suspended seven times between December 30, 2016, and June 29, 2017. Each time the account was suspended and then restored Mr. [redacted] was assessed a restore from suspend fee of $20.00 per line; however upon reactivating the services all restore from suspend fees were adjusted from the account.
In an effort to amicably resolve this matter on July 6, 2017, T-Mobile restored the account suspension and waived the restore from suspend fees. Additionally, on July 11, 2017, a credit of $160.00 was issued to the account to refund Ms. [redacted] for the previous missing T-Mobile ONE 4 lines for $35/4th line free monthly credits. This credit has reduced the balance on the account to $847.17. This balance consists of past due balances for monthly recurring charges and Equipment Installments Plan (“EIP”) charges. T-Mobile respectfully declines Ms. [redacted]’ request of crediting the account balance in full.

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.
Mercedes V[redacted]
Executive Response

Complaint: [redacted]
Date Sent: 4/1/2017 12:39:52 PMComplaint: [redacted]I am rejecting this response because:I received the refund check for all of the money I had overplayed each month to avoid loosing my service since I opened up my account with T-Mobile almost a year ago. As well as the 350 dollars I payed that I was told was down payment for my phone. Then I realized the whole point was to get zero down. When I got this very recent call I was told I haven't made a payment in months and I have back fees and charges for bils in the past I have already dealt with and was told were waived due to the inconvienence I have Ben thru for the last 8 months dealing with this getting hung up on and promised call backs that never were received. Now both my devices are acting up since my service was shutdown and one of them is unlocked and paid off. T-Mobile has Ben ridiculiously rude and completely unreliable. Every month my bill is never correct and after getting a different answer from every single person thru T-Mobile I just decided to let the Revdex.com handle it for me. Sincerely,[redacted]

April 28, 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 Pre-Paid No. XXX-XXX-[redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 25, 2016, regarding the above-referenced account.  Please be advised that we made an attempt to contact Ms. [redacted] via her mobile number ending in [redacted], which proved unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.
 
In our letter to your office dated April 19, 2016, T-Mobile advised that Ms. [redacted]’s rebate was originally declined.  However, on April 18, 2016, in an effort to amicable resolve Ms. [redacted]’s concerns, T-Mobile mailed a $50.00 pre-paid refund card in lieu of the mail in rebate to the mailing address of record, [redacted].  It is important to note that as the submission was processed manually, Ms. [redacted] will not be able to view her rebate through the normal website. 
 
Additionally, as the 10 business day time frame has not lapsed we request that Ms. [redacted] wait the appropriate amount of time to receive her rebate card.  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.
 
Shannon R[redacted]
Executive Response

March 16, 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 March 4, 2016, regarding the above-referenced account. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement with T-Mobile. T-Mobile records indicate that Ms. [redacted] elected to cancel service on January 1, 2016. Ms. [redacted] billing statement dated January 2, 2016, was in the amount of $36.28 which included her monthly lease fee of $32.50 and prorated monthly recurring charges and applicable taxes. As Ms. [redacted] elected to get her Samsung Galaxy S 6 Edge Plus on our JUMP! On Demand lease program, when she elected to cancel her T-Mobile account, her lease program was ended. Pursuant to Ms. [redacted] lease agreement the remaining lease payments accelerated and were added to the purchase option price for a total due of $778.45. As Ms. [redacted] did not remit payment for her balance of $36.28 this was carried forward to the February 2016 billing statement and added to the above mentioned leased payment. Ms. [redacted] then remitted payment in the amount of $552.50 on January 15, 2016, leaving Ms. [redacted] with a remaining balance of $262.23 represented an unpaid portion of her lease balance. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement and lease balance. In an effort to amicably resolve this matter, on March 5, 2016, a credit of $262.23 was applied by Customer Care which brought the account to a zero balance. As such, Ms. [redacted] account remains closed with 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. Martin G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I have been told at least five times over the last 16 months that I would be fully refunded, yet this has not been done.  I was always told to wait 7 to 10 business days with no response after waiting that time.I received a call from the Tmobile "Office of the President" on 3/13/2017.  Dianna asked pleasantly if I could return her call and she would call me back at her earliest convenience.  After numerous attempts on 3/13 (including within 1 hour of her original call), 3/14, 3/15, 3/16, and 3/17 I received no response. When I phones on 3/20/2017 I got a message stating that Dianna would be out of the office for the entire week of 3/20/2017. There was a number for college of hers Chris that could be reached, but he also never returned any calls.It appears that Tmobile is stating that they wish to resolve this issue, but does not actually want to resolve it or I would have received a call from them.In the written response, they state that I was able to access the network.  This is true, but the service was bad in most areas and in general I was unhappy with call quality and data coverage.  I also stated that I was unhappy with the customer service, which was not addressed.I was given contradictory, conflicting, or completely wrong information regarding company policies from nearly everyone I talked to either on the phone, at a store, etc.  This was the biggest reason that I wished to end my relationship with the company.  I was told on every occasion, however, that I would receive all money back that I had paid, which has not happened.The written response states that I was sent to collections in February but it was then rescinded.  This does not tell the whole story. Please see the attachments including a letter dated 12/24/2015 from tmobile stating that I would be sent to collections if I didn't pay 257.00 within 10 days.  This is the 257.00 that I did not owe them, as admitted in the letter.  I also attached a letter from convergent debt collection services dated 12/23/2015 stating that I was already in the process of collections, approximately 2 months earlier that Tmobile stated in their response. When I called them regarding this I was told that I was not yet sent to collections, but the representative was surprised to hear that I already received a letter from ConvergentI find it unacceptable that I was promised one thing (receiving all money paid back) and then through the course of 16 months and multiple hours of work, I have not yet achieved this.  If it was not for my work to point out these errors and push for their resolution, my credit and reputation would be tarnished through no fault of my own.  To me, it is difficult to trust a company that tells me to be patient while their mistakes are being resolved, promises call backs that are never given, refers customers to collections over their company's errors, and promises to refund money and does not do that.    
Sincerely,
[redacted]

August 15, 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 8, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding charges posting to her T-Mobile account. T-Mobile records indicate on October 12, 2014, Ms. [redacted] activated her T-Mobile account and subscribed to our Simple Starter Unlimited Talk, Text, and 500MB plan for $40.00 per month. Ms. [redacted] line of service ending in [redacted] subscribed to a 2.5GB data feature for $5.00 per month. Ms. [redacted] account was billed by a system known as “bill current”. This means that the regular monthly rate plan and feature charges are billed in advance of the service being provided, and the amount billed is due within the billing cycle for that service. Ms. [redacted] billing cycle ran from the 28th of the month through the 27th of the next month. Ms. [redacted] May 28, 2016, billing statement was in the amount of $115.36 and consisted of a past due amount of $57.68 for monthly recurring charges fees and taxes for the billing period from April 28, 2016, through May 27, 2016, and new charges of $57.68 for monthly recurring charges fees and taxes for the billing period from May 28, 2016, through June 27, 2016. On June 3, 2016, and June 24, 2016, Ms. [redacted] made two payments in the amount of $57.68 bringing her account balance to zero. Please note the June 24, 2016; payment in the amount of $57.68 was the last payment T-Mobile received on Ms. [redacted] account. T-Mobile records confirm that Ms. [redacted] canceled her account on July 1, 2016, when she ported her mobile number to another service provider. 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 July 27, 2016. Ms. [redacted] June 28, 2016, billing statement was in the amount of $63.19 and consisted of monthly recurring charges, a late payment fee, and fees and taxes for the billing period from June 28, 2016, through July 27, 2016. In an effort to amicably resolve this matter, T-Mobile has issued a credit in the amount of $63.19 to Ms. [redacted] account for the inconvenience. The above-referenced account remains closed and reflects a zero balance. Ms. [redacted] has indicated this resolves her concerns to her satisfaction. 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. Jennifer G[redacted] Executive Response

To whom it may concern:
After speaking with Ms. Amor M[redacted] at T-Mobile, we were able to come to a temporary, short-term resolution to the issue. T-Mobile was able to replace my broken phone for free, and Ms. Amor M[redacted] said that my concerns regarding the Asurion insurance would be forwarded to such. I was told that T-Mobile and Asurion would look into this issue in hopes of resolving the outrageously high insurance deductible charges, so other people would not have the same issue.
While T-Mobile solved my problem, I am still concerned that I may be in this same position 5 years down the line. A non-refundable deductible should not be more expensive than the cost of the actual phone at full retail value. I sincerely hope that T-Mobile and Asurion fix their deductible fees. 
Ms. Amor Marie, was very helpful, friendly and understanding.Sincerely, [redacted]

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