T-Mobile Usa Inc

January 11, 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 30, 2015, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any frustration Mr. [redacted] encountered with his equipment return. T-Mobile records confirm that on August 26, 2014, Mr. [redacted] purchased an LG G3 for his number ending in 7989. At the time of purchase Mr. [redacted] elected to finance the equipment through the Equipment Installment Plan (“EIP”) wherein he agreed to pay the balance of $598.80 in 24 monthly installments of $24.95. It is important to note that mobile number ending in [redacted] on Mr. [redacted]’s account is subscribed to the $10.00 JUMP! Bundle feature. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment. When a customer performs a JUMP! upgrade they are required to return their equipment and once received the remaining EIP balance is waived. Further records confirm that on August 27, 2015, Mr. [redacted] participated in our JUMP! program wherein he purchased an LG G4 device for the above number. Mr. [redacted] agreed to return the LG G3 device for a waiver of the remaining EIP balance at the time of $349.30. Unfortunately, there is no record that the LG G3 device has been returned to T-Mobile. As such, the EIP for the LG G3 remained active. Nevertheless, in an effort to amicably resolve this issue, we have ended the EIP for the LG G3 and waived the remaining balance of $224.55. Furthermore, we have applied a $124.75 credit to Mr. [redacted]’s account for the monthly EIP charges which were billed to his August 2015, September 2015, October 2015, November 2015 and December 2015 billing statements. This credit has reduced Mr. [redacted]’s account balance to $72.20. Mr. [redacted] may verify his balance by dialing #225# on his T-Mobile device or by visiting www.T-Mobile.com. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

December 9, 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 November 25, 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. T-Mobile regrets any coverage issues Ms. [redacted] has experienced at her work location. T-Mobile confirms that Ms. [redacted] contacted T-Mobile on November 20, 2015, due to her data was not working correctly. T-Mobile attempted to troubleshoot with Ms. [redacted] on November 20, 2015 and November 21, 2015, however our attempts proved unsuccessful. On November 22, 2015, T-Mobile filed Service Request [redacted] which came back as no trouble found and all serving sites were working well. T-Mobile records indicate that on November 25, 2015, Ms. [redacted] cancelled her account on when she ported her mobile numbers to another service provider. It is important to note that as T-Mobile was unable to find any network problems a credit would not have been provided. However, in an effort to amicably resolve this matter, should Ms. [redacted] choose to accept, T-Mobile will issue a refund of $20.00 for the five days she encountered internet issues at her work place. As T-Mobile has not been able to speak with Ms. [redacted] we respectfully request that Ms. [redacted] contact me directly at the telephone number below or via email at [redacted] T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. 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. Luv V[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]

December 14, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 6, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his handset upgrade. Please note that from September 9, 2016, through September 15, 2016, new and existing postpaid customers who traded-in their fully paid off Apple iPhone, from any carrier, were able to receive a new Apple iPhone 7 32GB handset for free, via bill credits, when purchased on T-Mobile’s Equipment Installment Plan (“EIP”). T-Mobile records confirm that on September 9, 2016, Mr. [redacted] qualified for and took advantage of T-Mobile’s EIP offering with the purchase of an Apple iPhone 7 Plus Black handset with 32GB of memory. Mr. [redacted] was not required to make a down payment and agreed to a series of 24-monthly installments of $32.09. Please note that as part of the iPhone 7 Trade-Up offer, had Mr. [redacted] traded-in an Apple iPhone 6 handset for the Apple iPhone 7 Plus 32GB handset, he would have received a device trade-in credit of $165.00, and 24-monthly bill credits of $20.21, reducing the cost of the handset to $120.00, plus applicable taxes. Records indicate that Mr. [redacted] did not trade-in a fully paid off Apple iPhone handset at the time of his purchase, therefore, Mr. [redacted]’s purchase did not qualify for the iPhone 7 Trade-Up promotional pricing of $120.00, plus applicable taxes, after EIP bill credits. Please note that T-Mobile’s promotional offers are set for a limited time and are unavailable after the end date. T-Mobile records do not indicate that an additional order for an Apple iPhone 7 32GB handset was processed for Mr. [redacted] during the promotional time frame. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care department. Nevertheless, in an effort to amicably resolve the matter, on December 13, 2016, T-Mobile ordered an Apple iPhone 7 Black handset with 32GB of memory on the mobile number ending in [redacted]. As a courtesy, T-Mobile will allow Mr. [redacted] to return his fully paid off Apple iPhone 6 handset, within 30 days, in good working condition, directly to my attention at: T-Mobile USA, Inc. Executive Response Attention: [redacted] Upon receipt of Mr. [redacted]’s handset, T-Mobile will apply a credit of $649.99, to Mr. [redacted]’s open Apple iPhone 7 32GB handset, reducing the balance to zero. T-Mobile recommends that Mr. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Additionally, T-Mobile requests that Mr. [redacted] disable the “Find My iPhone” security feature on the handset and include his account information in the package in order to ensure proper credit his applied to his account. Mr. [redacted] has accepted this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

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

I'm so sorry for being late, I received the iPhone 7 and T-mobile revived the Samsung galaxy s7 too for now everything looks good thanks very much Revdex.com and T-mobile. Sent from my iPhone

May 30, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 17, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] experienced regarding our 2016 iPhone 7 Trade Up offer. On September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. Beginning September 15, 2016, customers were also required to change their rate plan to T-Mobile ONE to be eligible. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
T-Mobile records confirm that on September 12, 2016, Ms. [redacted] placed two orders for three iPhone 7 Plus devices on our Equipment Installment Plan (“EIP”) program. Ms. [redacted] was not required to make a down payment; however, she agreed to pay $263.82, for the taxes on the full retail price of the equipment. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $32.09 for each iPhone 7 Plus device.
Please be advised that three devices were surrendered for trade-in as part of the promotion eligibility requirements as follows:
• iPhone 6 16GB Phone line [redacted] • iPhone 6 16GB Phone line [redacted]
• iPhone 6 16GB Phone line [redacted]
The trade in for the phone line ending in [redacted] was received and an account credit of $195.00 for the device was placed on the account on October 21, 2016. Furthermore, the phone line ending in [redacted] has continued to receive monthly promotional bill credits of $18.96 in alignment with the promotion.
T-Mobile records confirm that on November 2, 2016, the trade-in devices associated with phone numbers ending in [redacted] and [redacted] were inspected and it was determined that the Find My iPhone feature was enabled on both devices which caused the devices to fail the trade-in requirements. Although Ms. [redacted]’s account was on the correct rate plan, account credits were not applied for her phone lines ending in [redacted] and [redacted] as she had missed the trade-in eligibility requirements for the promotional bill credits.
T-Mobile contacted Ms. [redacted] on May 23, 2017, and in effort to amicably resolve this matter, T-Mobile agreed to honor the promotion in full. As part of the resolution T-Mobile adjusted all previously billed EIP charges for the iPhone 7 plus devices on the phone lines ending in [redacted] and [redacted]. This was an adjustment of $352.99 for each phone line, making a total adjustment of $705.98. Following this adjustment, Ms. [redacted]’s account currently reflects a credit balance of $256.72. T-Mobile further closed both EIPs for the phone lines ending in [redacted] and [redacted]. Pursuant to the phone conversation, Ms. [redacted] advised this issue has been resolved to her satisfaction.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: T mobile has ignored the fact that itcontinues to mis represent the service sold to me (and others).  The words Unlimited talk and text mean Unlimited.  a 50 MB limit is not unlimited.  As such they are commiting mis representation of the product they are serlling.  This should be treated as fraud by the Revdex.com and regukatory agencies.  T mobile does not seem to understand the words in the English language or if it does it is commiting willful mis representation of its product offering.  As I understand:Talk - means any verbal communicationText means any written communicationUnlimited means without constraint.Thus when I am sold Unlimited Talk & Text there should not be a 50 MB limit.The sales people at T mobile when I bought this service claimed it was Unlimited Talk & Text in the 100+ countreies where T mobile operates.    
Sincerely,
[redacted]

June 10, 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 30, 2016, regarding the above-referenced account. We are pleased to report that T-Mobile has resolved this matter to Mr. [redacted]’s satisfaction. We are sorry to hear that Mr. [redacted] had concerns with his final balance. Our records confirm that on October 26, 2015, Mr. [redacted] activated his T-Mobile service with four lines on our Simple Choice Unlimited Calling, Unlimited Texting10GB rate plan for $120.00 per month plus taxes and fees which included 10GB of mobile data per line. Mr. [redacted]’s first billing statement dated October 27, 2015, totaled $139.32 and consisted of monthly recurring charges plus taxes and fees for the period of October 27, 2015, through November 26, 2015. It is important to note that this billing statement was paid in full on November 2, 2015, when Mr. [redacted] remitted payment in the amount of $139.32 Mr. [redacted]’s second billing statement dated November 27, 2015, totaled $248.43 which consisted of monthly recurring charges, international calling charges, plus taxes and fees for the periods of November 27, 2015, through December 26, 2015. Please note that this statement was paid in full in the amount of $248.13 on December 17, 2015, when Mr. [redacted] remitted payment to T-Mobile; however, a portion of this payment was reversed and Mr. [redacted] ended up only remitting payment totaling $139.00 leaving $109.43 of this bill unpaid. Mr. [redacted]’s final billing statement dated December 27, 2015, totaled $138.49 which consisted of monthly recurring charges plus taxes and fees for the period of December 27, 2015, through January 26, 2016. Please note that in addition to the final billing statement, Mr. [redacted] was charged a returned payment fee of $20.21 including taxes for the above mentioned reversed payment. T-Mobile records confirm that Mr. [redacted] canceled his account on December 27, 2015, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 27th of one month to the 26th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through January 26, 2016. It is important to note that the portion of the unpaid November 27, 2015, billing statement of $109.43, in addition to the unpaid December 27, 2015, billing statement of $138.49 and the returned payment fee of $20.21 came to a grand total of $268.13 and is considered valid and owed. Our records confirm that due to continued non-payment, on April 26, 2016, Mr. [redacted]’s account was transferred to third party collection agency Diversified Consultants Inc. to attempt to collect payment for the past due balance, and a one-time fee of $67.03 was assessed bringing the total balance to $335.16. Please note that when an account is transferred to a third party collection agency, a fee may be assessed and is typically based on a percentage of the past due balance. As Diversified Consultants Inc. was unsuccessful in collecting the delinquent balance, on May 3, 2016, Mr. [redacted]’s account was transferred to Enhanced Recovery Company where it remains. It is our position that the balance of $335.16 remains valid and owed. However, in an effort to amicably resolve this matter, on June 8, 2016, T-Mobile contacted Mr. [redacted] and offered to credit the balance in full should he remit payment in the amount of $90.00 to which he accepted as full resolution to his concerns. Mr. [redacted] did remit payment to T-Mobile in the amount of $90.00 at which time T-Mobile issued an account credit to Mr. [redacted]’s account in the amount of $245.16. Mr. [redacted]’s account remains canceled with a zero balance. T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change. T-Mobile regrets any inconvenience 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. Taylor 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.
I do want to note in response to T-Mobile's reply that I was notified via T-Mobile text that my line qualified for the promotion. I then double checked by going to a physical T-Mobile official store and verifying with the T-Mobile representative that my current plan and line qualified for the promotion and that I would not have to make any changes beyond trading in my Samsung Note 4. Based on the actions taken on my part and the direction received by T-Mobile, I followed more than the due diligence required as a conscientious consumer to verify that I qualified for the promotion without any need for changes to my line or plan. The issue is now resolved, but required significant effort (at least 6 different representatives, more than 8 hours, phone/in-person/facebook/messenger) on my part to reach resolution. 
Sincerely, [redacted]

July 10, 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 June 29, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her handset and coverage. In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in an excellent coverage area with no known issues.
T-Mobile records reflect that Ms. [redacted] purchased a Samsung S6 Edge on June 6, 2016. By purchasing T-Mobile equipment, Ms. [redacted] received 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 Assurant Device Protection. 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.
On July 23, 2016, our records confirm that Ms. [redacted] completed her first warranty exchange for her Samsung S6 Edge handset. On June 3, 2017, Ms. [redacted] completed her second warranty exchange for the same handset. On June 11, 2017, Ms. [redacted] called in to our Technical Support Team and reported that her handset was not working properly. T-Mobile completed basic troubleshooting with Ms. [redacted].
On July 3, 2017 we spoke to Ms. [redacted] and offered an upgrade to the Samsung S8 handset for $194.00. Ms. [redacted] was satisfied with the offer presented to her.
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.
Belen L[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.
James was very understanding of my issue and I would like to say thank youSincerely, [redacted]

Thanks I tried replying several time to you guys that I am satisfies with how the business handled this issue, but your Complaint Management portal is very unfriendly and I couldn't figure out how to reply.

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]

Revdex.com:
I have sent the phone back with the tracking number of
[redacted]
 
Thank you for your helpI 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]

Revdex.com:
Attn: [redacted]
Revdex.com Resolutions Consultant
 
This is to advise that the above complaint has been fully resolved. Thanks to your efforts, I was contacted the day after submitting my complaint by Robert R[redacted] from the T-Mobile Executive Response, T-Mobile...

USA. Mr. R[redacted] stayed with me all the way, keeping me informed, as we worked out the issues with the third-party vendor. Today, I went in and returned the phone, which had been sold to me under false pretenses, and got a full refund.
 
Thanks again for providing this service and giving consumers an outlet where their complaints will get the attention needed to be treated seriously and resolved.
 
Sincerely,
 
[redacted]

May 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 April 20, 2016, regarding the above-referenced account. T-Mobile regrets hearing of Ms. [redacted]’s concerns with the outstanding balance on her account and the Change of Responsibility (“COR”) she completed in July 2015. A review of Ms. [redacted]’s account confirms that at the time she completed the COR her account had one mobile number active ending in [redacted]. Records confirm that on July 28, 2015, mobile number ending in [redacted] was moved to another T-Mobile account as part of a COR, which subsequently and automatically cancelled Ms. [redacted]’s account. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. It is important to note that the original billing responsible party, in this case Ms. [redacted], will remain responsible for all service charges through the time the COR is completed. Further review confirms that Ms. [redacted]’s last payment to the account was on June 18, 2015, for the bill cycle of May 9, 2015, through June 8, 2015, equaling $85.09 which satisfied the balance found on the billing statement dated June 9, 2015. Ms. [redacted]’s following billing statement dated July 9, 2015, reflected a balance in the amount of $85.10 which included the period from June 9, 2015, through July 8, 2015. This balance remained unpaid. Ms. [redacted]’s final billing statement dated August 9, 2015, reflected a balance in the amount of $137.36, which consisted of past due service charges in the amount of $85.10, and new service charges in the amount of $52.26 for the period from July 9, 2015, thorough the cancelation of the account on July 28, 2015. It is T-Mobile’s position that Ms. [redacted]’s account was bill correctly. Ms. [redacted]’s payment that was due on August 1, 2015, was not received on time. T-Mobile provided Ms. [redacted] with late notices and a billing notification providing the payment due date. Due to non-payment, on November 7, 2015, Ms. [redacted]’s account was transferred to third party collection agency Receivables Performance Management to collect payment. Although it is T-Mobile’s position that Ms. [redacted]’s account balance is valid and owed, as a courtesy, and in an effort to amicably resolve this matter, on May 3, 2016, T-Mobile issued a credit in the amount of $137.36 bringing the account to a zero balance. In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account. Please note that it may take up to 90 days for the credit report to be updated. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Maggie R[redacted] Executive Response

March 8, 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 22, 2017, regarding the above-referenced account. Our records indicate the account holder of record is [redacted] and that Ms. [redacted] has been designated as an authorized user.
T-Mobile regrets any inconvenience Ms. [redacted] experienced regarding promotion offers. 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] contact with our retail location.
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.
From November 24, 2016 through December 21, 2016, T-Mobile offered customers on select rate plans who port in their phone number from another carrier a $200.00 gift card when they trade in their previous carrier’s device. This promotion is redeemed by customer visiting www.t-mobile.com/promotions and submitting for their rebate within 30 days of activation of their T-Mobile account. Please be advised the above promotions cannot be combined and regret any confusion to Ms. [redacted] on this matter.
T-Mobile records indicate on December 11, 2016, Ms. [redacted] activated her T-Mobile account and subscribes to our T-Mobile ONE @Work rate plan for $75.00 per month for one line of service. Ms. [redacted] line ending in [redacted] subscribes to our Premium Handset Protection feature for $12.00 per month. Please note this is the rate plan and features Ms. [redacted] was offered upon activation.
Upon activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. At the time of your purchase, Ms. [redacted] made a down payment in the amount of $421.99 and paid the taxes on the full retail price, and agreed to a series of 24-monthly installments of $14.50.
As Ms. [redacted] indicated in her correspondence to your office, she received the $200.00 gift card as she ported in her line from her previous carrier. In an effort to amicably resolve this matter, T-Mobile received Ms. [redacted] final monthly billing statement from her previous carrier and issued a credit in the amount of $645.00 for our Carrier Freedom promotion. This credit impacted Ms. [redacted] account and leaves a credit balance in the amount of $645.00 which will apply to future billing statements. 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.
Juan C[redacted]
Executive Response

June 26, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 16, 2017, regarding the above-referenced account.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s newest correspondence. As you are aware, Ms. [redacted]’s documentation did not reflect an itemization of the final equipment balances or early termination fees, therefore her request for reimbursement was declined for the mobile number ending in 1253. Additionally, T-Mobile is unable to confirm the trade-in of the LG G4 handset at the time of Ms. [redacted]’s purchase of her LG G6 handset.
Upon further investigation, T-Mobile determined on the mobile number ending in 6421, Ms. [redacted] traded-in an Apple iPhone 6 Plus Gold 16GB handset. As the billing statement did not reflect a balance owed on that particular handset, Ms. [redacted]’s account was approved for a handset trade-in reimbursement in the amount of $244.00. Records confirm that on April 25, 2017, T-Mobile sent Ms. [redacted] a prepaid Visa card in the amount of $244.00.
In an effort to amicably resolve the matter, on June 26, 2017, T-Mobile issued a prepaid refund card in the amount of $562.00, for the remaining LG G4 lease balance. Ms. [redacted] should expect receipt of the card within ten business days from the date of processing. Should Ms. [redacted] wish to discuss this matter further, she may contact me directly at the number listed below.
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: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]