T-Mobile Usa Inc

August 1, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 19, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and [redacted] has been designated as an authorized user of the account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding her Samsung J7 devices. T-Mobile records confirm that on November 28, 2016, Ms. [redacted] purchased three Samsung J7 devices on an Equipment Installment Plan (“EIP”). The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service.  Customers can make additional payments at any time which will reduce the number of payments required or pay the total balance in full at any time.   As of the time of Ms. [redacted]’s purchase of new handsets for use on the mobile numbers ending in [redacted] T-Mobile provided a 14 day return period which allowed Ms. [redacted] to use the equipment to see if it met their 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 entered into at the time of the original purchase.    By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her devices.  Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! feature.  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 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.   Upon speaking with Ms. [redacted] and her husband [redacted], T-Mobile advised of the limited year warranty provided through their device manufacturer and of the extended warranty protection provided through their JUMP! feature.  Pursuant to the subsequent phone conversation Mr. Lester advised that he feels that all devices are of the same quality and he felt the best resolution would be to purchase non-T-Mobile branded equipment and use T-Mobile SIM cards in those devices.  In effort to amicably resolve this matter, T-Mobile has closed the EIP for the Samsung J7 devices. Ms. [redacted] then advised that this matter has been resolved 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.   Jamen F[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

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. I spoke with a Nicole and she took care of these for me.  I really appreciate her for hearing when I told her my issues and taking care of them.Sincerely, [redacted]

Subject: Re: Revdex.com COMPLAINT # [redacted]Thank you.Most of the things that Carolina from T-Mobile, and I, agreed to have worked out as expected. With the following exceptions/unintended side effects of the changes she made to resolve the issues.1. The plan I am on includes 6 lines for $120 with additional lines for $10 each (I have 6 extras). The MyTmobile website shows that I’m getting charged for 7 lines @ $10 each, instead of 6…and that the “free” lines only number 5, not 6.2. The “binge-on” feature has stopped working – streaming data, which is not supposed to count towards data allotment is causing me to exceed the plan data allotment on several lines. I’ve contacted tech support but they have not been able to help.3. During our conversation, Carolina was kind enough to look into two additional issues – account permissions for the MyTmobile website and coverage issues at my home. I’d like an update on these items please.4. Carolina zeroed out the “new” account balance and also applied a credit on the “old” account to account for services that were added in error during all the erroneous plan changes. An additional bill has since generated and I need clarification on residual charges from all the changes.Thank you, again.

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

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

December 4, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 27, 2016, regarding the above-referenced account number.
T-Mobile regrets any concerns Ms. [redacted] has in regards to our 2016 Friends and Family 2 Lines On Us offer. Please be advised, from November 18, 2016 to November 22, 2016, eligible customers who had or activated two voice lines on T-Mobile ONE or Simple Choice could get up to two additional lines for free.
T-Mobile records confirm Ms. [redacted] initiated a Change of Responsibility (“COR”) to have two numbers moved from another account to her account. We confirmed two new lines could be activated then replaced with the COR numbers and still be eligible for this offer. However, the new lines were not activated until November 27, 2016. As such they were not eligible to participate in the above promotion.
However, as a courtesy to Ms. [redacted], and in an effort to amicably resolve this matter, on December 2, 2016, we offered a credit of $960.00 to cover two lines of service at $40.00 per line for one year. Ms. [redacted] declined this offer but we advised she may still accept the offer on or before December 31, 2016.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Daniel R[redacted]
Executive Response

July 1, 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 24, 2015, 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.
 
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.
 
Our records confirm that Ms. [redacted] activated service on August 11, 2014.  However, our records confirm that we have not received any documentation from Ms. [redacted] showing the early termination fees from her previous service provider.  As it is now outside of the provided two month period from activation, Ms. [redacted] is unable to submit this documentation online.
 
However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile can offer to have her send her final billing statement, showing the itemized early termination fees from her previous provider to our office.  Upon receipt and review of the itemized charges, a reimbursement will be issued for the qualifying charges.  T-Mobile requests that Ms. [redacted] provide this documentation via facsimile to my attention at [redacted], or via an email to my attention at [redacted]@T-Mobile.com no later than July 15, 2015. 
 
Please note that T-Mobile does not report to the credit bureaus and we would be unable to change any information that may have been submitted to them by her previous service provider.  Ms. [redacted] will need to dispute any remarks that may have been added to her credit report from her previous service provider with the credit bureaus or with her previous service provider.
 
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 the address below or [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Chris P[redacted]
Executive Response

July 26, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 12, 2017, regarding the above referenced file number.   T-Mobile regrets any concerns Mr. [redacted] may be experiencing in regards to his Mobile Device Unlock (“MDU”).  Our records confirm that Mr. [redacted] was provided the proper MDU for his Alcatel One Touch Fierce XL handset on July 13, 2017.  Upon entering this code, the device should indicate that the network unlock was successful.    T-Mobile records indicate on July 17, 2017, Mr. [redacted] reported the Mobile Device Unlock was unsuccessful, at which time T-Mobile verified that the original code provided was correct.  As the MDU was confirmed to be correct for the device but the device remained locked, Mr. [redacted] was advised that he would need to contact the device manufacturer, Alcatel, at 855-368-0829 for further assistance and possible device replacement.  T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Alyssa K[redacted] Executive Response

February 23, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: Richard L[redacted] Your File No. 12681784
T-Mobile Account No. 937801684
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 13, 2018, regarding the above-referenced account.
T-Mobile regrets any billing concerns Mr. L[redacted] has experienced. T-Mobile records indicate Mr. Libby’s three lines of service were subscribed to our Simple Choice 6 GB promotional family plan for $100.00 per month for two lines of service, and $20.00 per month per additional line of service. T-Mobile records further indicate that Mr. L[redacted] purchased the following equipment using our Equipment Installment Plan (“EIP”) offering;
• A Samsung Galaxy Grand Prime on October 11, 2015, for mobile number ending 9777 with a down payment of $18.00 and 24 monthly installments of $8.84,
• A Samsun Galaxy J 7 handset on August 30, 2016, for mobile number ending 6551 with a down payment of $18.00, and 24 monthly installments of $9.25,
• An LG Aristo on March 14, 2017, for mobile number ending 4581 with 24 monthly installments of $5.00,
• A JBL Xtreme Black Speaker on May 19, 2017, for mobile number ending 4581 with 24 monthly installments of $12.50,
• An LG G6 handset on May 4, 2017, for mobile number ending 9777 with a down payment of $20.00 and 24 monthly installments of $20.00,
On September 18, 2017, Mr. L[redacted] initiated a Change of Responsibility (“COR”) for his mobile numbers ending 6551 and 4581. However, the new potential new account holder did not complete the COR. As such, the two lines of service continued to bill according to the selected rate plan.
As such, Mr. L[redacted] was sent a billing statement dated October 9, 2017, in the amount of $279.66 which consisted of a past due balance of $104.97, as well as new monthly recurring charges of $174.69 for services form October 10, 2017, through September 9, 2017, which was due on November 2, 2017. Please note that the final monthly charge of the Grand Prime handset was indicated on that billing statement.
Following a payment of $125.00 on November 6, 2017, Mr. L[redacted] was sent a billing statement dated November 9, 2017, in the amount of $337.00, which was due on December 2, 2017. That balance consisted of a past due balance of $154.66, an $8.00 payment assistance fee, as well as new monthly recurring charges of $174.34 for services form November 10, 2017, through December 9, 2017.
Following two payments totaling $230.00 on November 29, 2017, and December 4, 2017, and credits totaling $23.53 during the billing cycle, Mr. L[redacted] was sent a billing statement dated December 9, 2017, in the amount of $280.01, which was due on February 2, 2018. That balance consisted of a past due balance of $83.47, two payment support fees of $8.00 each, as well as new monthly recurring charges of $180.54 for services form December 10, 2017, through January 10, 2018.
Pursuant to Mr. Libby’s request on January 8, 2018, T-Mobile cancelled his mobile number ending 6551. Please note that the remaining two mobile numbers continued to bill normally. On January 11, 2018, T-Mobile received a payment of $70.00 towards the remaining balance of the EIP for the LG Aristo handset associated with mobile number ending 4581, and the EIP was closed. At that time, T-Mobile also issued credits of $49.32 for the previously billed charges of the mobile number ending 4581, reducing the balance owed to $230.69. Following a payment of $238.69 on January 3, 2018, the account was reduced to a credit balance of $8.00. Please note Mr. L[redacted] was billed an $8.00 payment support fee, and was scheduled to be absorbed by his overpayment.
Accordingly, Mr. L[redacted] was sent a billing statement dated January 9, 2018, in the amount of $132.97, which consisted of new monthly recurring charges of $132.97 for services form January 10, 2018, through February 9, 2018, as well as the $8.00 payment support fee and associated overpayment, which was due on February 2, 2018.
Following a conversation with our Customer Care on January 27, 2018, T-Mobile offered Mr. L[redacted] a grandfathered promotional Simple Choice Family Match 6GB rate plan for $70.00 per month for two lines of service per month plus applicable taxes. That offer was accepted, effective February 10, 2018.
On February 3, 2018, Mr. L[redacted] accessed his account portal at my.t-mobile.com and subscribed to our free of charge AutoPay feature. AutoPay is a no-cost feature that automatically deducts the balance owed on the account up to three days prior to the associated account due date using a stored payment method provided by Mr. Libby, and was to be effective within two billing cycles.
As T-Mobile did not receive a payment towards the billed balance, Mr. L[redacted] was sent a billing statement dated February 9, 2018, in the amount of $255.60 which consisted of a past due balance of $132.97 as well as new monthly recurring charges for services from February 10, 2018, through March 9, 2018.
After speaking with Mr. L[redacted] on February 16, 2018, T-Mobile cancelled him mobile number ending 4581 the same day, pursuant to his request. Additionally, Mr. L[redacted] selected our T-Mobile ONE Taxes Included rate plan for $70.00 per month after AutoPay discount. In an effort to amicably resolve Mr. Libby’s concerns, T-Mobile offered a credit of $140.00 toward the billed charges of mobile number ending 4581 since the COR was requested.
Mr. L[redacted] accepted this offer as resolution in full for his concerns. As of the date of this letter, Mr. Libby’s account reflects a balance of $115.60, which is scheduled to charge his AutoPay payment method up to three days before the associated due date of March 2, 2018. Mr. Libby’s estimated monthly bill moving forward is $102.50. T-Mobile regrets any inconvenience to Mr. L[redacted] and we appreciate the opportunity to address 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. 341-8024.
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted]
Executive Response

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] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 2, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concern regarding the Samsung Buy One Get One free promotion. T-Mobile customers that purchased any Samsung handset between May 27, 2016 and June 9, 2016, and added a new line of service, were eligible to get a Samsung of equal or lesser value free through a mail in rebate. In an effort to resolve this matter amicably, T-Mobile confirms that Mr. [redacted]’s prepaid refund card in the amount of $789.99, was shipped on July 31, 2016. Mr. [redacted] should allow 15-30 days for delivery. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q[redacted] Executive Response

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

February 21, 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 February 9, 2018, regarding the above-referenced account.
T-Mobile regrets any concerns regarding accessory promotions [redacted] has experienced. On May 26, 2017, [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) with the purchase of an LG Tone Active Plus, Powerbeats3 Wireless Shock, and UE Megaboom. At that time, [redacted] was asked to remit a down payment of $4.52 plus the taxes on the full retail price and agreed to a series of 24 monthly installments in the amount of $28.15.
Please be advised that the only accessory promotions T-Mobile had at the time of [redacted]’s purchase was our Memorial Day promotion which provided 30% off of all accessories. T-Mobile records confirm that credits were issued towards [redacted]’s EIP charges on the following dates:
• $20.83 on July 3, 2017,
• $20.83 on August 3, 2017,
• $20.65 on September 21, 2017, and
• $75.00 on October 25, 2017.
In an effort to amicably resolve this matter, on February 11, 2018, T-Mobile issued a credit in the amount of $225.20 for all EIP charges that have been billed to the account since the time of purchase for the above-referenced equipment. In addition, T-Mobile closed the remaining EIP balance for the equipment. It is important to note that [redacted] currently does not have any active EIPs on his account. [redacted]’s account currently reflects a credit balance of $217.87. T-Mobile regrets any inconvenience to [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
William B[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. However, in response to their claim that their paperwork reflects that I agreed to buy the phone cases, I will say that "my" paperwork does not reflect this at all. I do not have cases from T-mobile for those phones as I did not agree to buy them. I appreciate that T-mobile has amended the charges but I do not appreciate being called a liar.  T-mobile needs to look into the actions of their employee as this experience has made me wary of going to any of their stores to do business again.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. Further training should be provided to all Tmobile employees to prevent these miscommunications.Sincerely, [redacted]

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

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

Revdex.com:
  Hi' Yes, the issue is resolved and you can go ahead and close my complaint. Much appreciated....     [redacted]

November 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 10, 2016, 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 new device. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our retail location. T-Mobile records indicate on August 19, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Light device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On November 1, 2016, Ms. [redacted] started a new EIP for a Samsung On5 device. Please be advised that customers returning equipment within the return period may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. Please note the Samsung Galaxy Light device has 8GB of internal storage and can hold a memory card up to 32GB to assist with additional storage. The Samsung On5 device has 8GB of internal storage and can hold a memory card up to 256GB to assist with additional storage. T-Mobile regrets Ms. [redacted]’s new Samsung On5 devices memory was depleted soon after downloading applications. In an effort to amicably resolve this matter, T-Mobile can offer Ms. [redacted] the return of her Samsung On5 in good working condition for a full refund to the Executive office without being assessed a restocking fee. Additionally, T-Mobile can offer to send Ms. [redacted] a Samsung Galaxy Light device. Ms. [redacted] can contact me at the number below no later than December 16, 2016 should she wish to take advantage of this offer. 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

Complaint: [redacted]
I am rejecting this response because: Any unauthorized charges the company should be responsible for reversing these charges since T-mobile states "These are valuable charges to the account". She shouldn't have to call her bank and have them reversed that way, because it cause her more inconvenience to have to get new account numbers, changing her numbers on important payment she has, as well as waiting for a new card. T-Mobile should be held responsible for their screw up, and reverse these charges.  
Sincerely,
[redacted]