T-Mobile Usa Inc

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

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had paid, which has not happened.The written response states that I was sent to collections in February but it was then rescinded.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

November 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 28, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets Ms. [redacted]’s concerns with her account balance. T-Mobile records confirm that Ms. [redacted] canceled the mobile number ending in [redacted] on October 1, 2016, then cancelled the mobile internet number ending in [redacted] on October 28, 2016, when she ported her mobile numbers to another service provider. At the time of cancelation, Ms. [redacted] had an outstanding account balance of $113.49, which consisted of the normal monthly recurring service charges for service from September 19, 2016 through October 18, 2016 and partial monthly recurring service charges for the mobile number ending in [redacted], from October 19, 2016 through the date of cancelation which was October 28, 2016. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has offered to place an adjustment on the account for the entire billing cycle, which totaled $113.49. In addition, as Ms. [redacted] cancelled the mobile number ending in [redacted] in the middle of the billing cycle, T-Mobile will ensure that the final account balance is adjusted after the billing cycle close date, November 18, 2016. After the final balance has generated and is adjusted by T-Mobile, Ms. [redacted]’s account will be closed with a zero balance. T-Mobile regrets any inconvenience caused to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Lupe C[redacted] Executive Response

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

June 19, 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 5, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such T-Mobile will make every effort to address his concerns within this letter.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his final bill statement. It is important to note that Mr. [redacted]’s account was billed in arrears, as such the monthly billing statements reflect services provided during the prior month. Mr. [redacted]’s billing cycle ran from the 17th of one month to the 16th of the following month.
T-Mobile records confirm that Mr. [redacted]’s account was cancelled as he ported his number out to a new provider on April 26, 2017. As Mr. [redacted]’s port out request was imitated in the middle of the billing cycle, the account was responsible for all usage and charges through the end of the billing cycle.
The April 16, 2017, billing statement consisted of a balance due in the amount of $143.72 for service from March 17, 2017, to April 16, 2017. As Mr. [redacted] mentions in his correspondence, on April 28, 2017, he remitted a payment in the amount of $52.52. As Mr. [redacted] had paid deposits when he activated service, those deposits were released to the account on April 26, 2017, and reflected on the billing statement dated May 16, 2017. The released deposits of $91.20 and the payment of $52.52 covered the balance owed from the April 16, 2017, billing statement.
The final bill produced on May 16, 2017, had current charges due in the amount of $128.37. These charges consisted of monthly access charges and applicable taxes for the billing period April 17, 2017, through May 16, 2017. T-Mobile records confirm that a payment was remitted on June 5, 2017, in the amount of $128.37. Following the payment received, Mr. [redacted]’s account reflects a zero dollar balance and shows as cancelled in good standing. 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.
Jamen F[redacted]
Executive Response

December 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 10, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Mr. [redacted]’s concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to the coverage in his area. As Mr. [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability. T-Mobile records confirm that on October 1, 2013, Mr. [redacted] activated two voice lines of service with the mobile numbers ending in [redacted] and [redacted]. On January 6, 2014, Mr. [redacted] activated the Mobile Internet line of service with the mobile number ending in [redacted] and on August 25, 2015, Mr. [redacted] activated the Mobile Internet line of service with the mobile number ending in [redacted]. On October 23, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease program with the lease of an Apple iPhone 6s Gray handset with 16GB of memory. Mr. [redacted] was not required to pay a capital cost reduction and agreed to a series of 18 monthly lease payments of $27.00. It is important to note that at the end of Mr. [redacted]’s lease term, he may either return the handset or purchase the handset at the purchase option price of $163.99. On November 18, 2015, Mr. [redacted] took advantage of T-Mobile’s JUMP! On Demand lease program with the lease of an Apple iPhone 6s Rose Gold handset with 16GB of memory. Mr. [redacted] was not required to pay a capital cost reduction and agreed to a series of 18 monthly lease payments of $27.00. At the end of Mr. [redacted]’s lease term, also may either return the handset or purchase the handset at the purchase price option price of $163.99. In an effort to amicably resolve the matter, on December 16, 2016, T-Mobile provided Mr. [redacted] with Mobile Device Unlock codes for the above referenced handsets, in order to allow him to utilize them on another service provider’s network. Additionally, on December 18, 2016, T-Mobile applied a courtesy credit of $155.09, to Mr. [redacted]’s account, for the billing cycle charges from November 14, 2016 through December 13, 2016, reducing the account to a zero balance. On the same day, T-Mobile applied a courtesy credit of $243.00 to Mr. [redacted]’s account for the remaining JUMP! On Demand lease balances for the above mentioned handsets, bringing the account to a credit balance of $243.00. Please note that Mr. [redacted] has agreed to pay the purchase price option of $163.99 per handset, which will post with the remaining lease balances to Mr. [redacted]’s February 6, 2017 billing statement once he ports his numbers to another service provider by January 13, 2017. Additionally, as a courtesy to Mr. [redacted], T-Mobile will apply a credit to Mr. [redacted]’s account for the monthly recurring charges from December 14, 2016 through January 13, 2017, provided that he ports his mobile numbers to another service provider by January 13, 2017. Mr. [redacted] has agreed to this as a resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

July 20, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 18, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’s concerns to her satisfaction. T-Mobile fully understands that our customers often rely in our services as their only means of communication with loved ones and employers and ultimately realize the importance of ensuring both the service and devices function properly. T-Mobile truly regrets any difficulties or inconveniences Ms. [redacted] may have experienced with her LG G3 handsets after the recent Marshmallow update for the Android operating system. T-Mobile spoke with Ms. [redacted] on July 20, 2016 regarding this matter and learned the devices were still not functioning and had been replaced by borrowed phones as a temporary solution. In an effort to provide Ms. [redacted] with the best un-carrier experience, T-Mobile has agreed to provide Ms. [redacted] with two new LG G3 devices at no cost to her. These devices will be shipped to Ms. [redacted] at the current billing address on her T-Mobile account via standard UPS shipping. It has been determined that performing the Marshmallow software update, even on the new devices, may result in difficulties as the apparent cause of this issue is a lack of physical memory. T-Mobile encourages Ms. [redacted] to be sure the users refrain from installing any unnecessary applications, to avoid downloading previously backed up photos, and to limit the amount of music installed on the device by taking advantage of music streaming options. Should the new LG G3 devices prompt Ms. [redacted] to perform the update, it is recommended she decline this request. If any difficulties are encountered with the replacement devices, Ms. [redacted] may contact us at the number below to discuss alternative options. 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. Liana G[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:I was charged $27.22 for the sim card, so this compensation does not cover the amount lost through T-Mobile's negligence. Additionally on the latest statement I was charged a $1.50 cancellation fee. Screenshots attached.

December 29, 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 16, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted]. Please be advised T-Mobile has received email correspondence from Mr. [redacted] stating he is unavailable to address his concerns at this time and will be available after the New Year 2017. T-Mobile is sorry to hear that Mr. [redacted] has concerns about our new and exciting T-Mobile ONE offer. T-Mobile ONE represents a fundamental change to current carrier data plans and pricing, allowing customers unlimited access to talk, text and high speed mobile data – so they can use data as they please, when they please, without worrying about data usage or high speed “buckets” on their plans. However, since our original announcement, we have heard from some customers that access to HD quality video is important for them. Therefore, as we always do, we listened to the feedback from our customers and, on Monday, August 29, 2016, we announced new HD video options to choose from. First, we will be offering unlimited HD Day Passes to T-Mobile ONE customers - for just $3.00 per day – beginning in October. Second, T-Mobile announced T-Mobile ONE Plus for power users who want to stream unlimited HD video and get faster mobile hotspot data speeds, including when traveling. T-Mobile is the first and only wireless provider to offer unlimited high speed mobile hotspot data. For an additional $25.00 per month, per line of service, customers can upgrade to T-Mobile ONE Plus and receive unlimited mobile hotspot data, unlimited HD data passes and twice the browsing speeds when traveling abroad. More information about T-Mobile ONE and T-Mobile ONE Plus can be found at: https://newsroom.t-mobile.com/news-and-blogs/t-mobile-one-amped.html. It is important to note that the unlimited mobile hotspot feature is tailored to the T-Mobile ONE rate plan and cannot be added to different plan options. T-Mobile regrets any inconvenience regarding this matter. Please be advised that Mr. [redacted]’s current rate plan is our T-Mobile ONE which for $120.00 before taxes and unlimited access to talk, text and high speed mobile data. Mr. [redacted] subscribes to the additional T-Mobile ONE Plus feature for $25.00 on lines ending in [redacted] and [redacted]. It is important to note that Mr. [redacted] also subscribes to JUMP! for $12.00, and the Voicemail to text for $3.99 on line ending in [redacted]. Additionally, Mr. [redacted] has two Mobile Internet lines ending in [redacted] and [redacted] on our Mobile Internet On Demand plan for $10.00 per month plus applicable taxes. Our records indicate on October 27, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LG One Touch Pop 7 devices for the total purchase price of $227.46. Please note that EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Based on Mr. [redacted]’s personal credit history at the time of his purchase, he was not required to make a down payment; as such, Mr. [redacted] agreed to a series of 24 monthly installments in the amount of $5.42 per device. The billing statement dated November 28, 2016, reflected a balance of $266.97, for the billing period from October 28, 2016, to November 27, 2016. This billing statement reflected monthly access charges, EIP monthly charges and applicable taxes. At the time of Mr. [redacted]’s activation of the mobile internet numbers ending in [redacted] and [redacted], T-Mobile provided a 14 day return period to all Texas customers that allowed them to use the service to see if it met their needs. If the service was not acceptable, then Mr. [redacted] could have canceled the service during that time. It should be noted, however, that if service was canceled during the provided return period, monthly service charges for usage incurred during that period were still considered valid and due. Please be advised that customers returning equipment 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. As stated in our Return Policy: “You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.).” Based upon the above, it is our position that the restocking fee assessed if returned is valid. We respectfully decline to issue a refund for this fee. Nevertheless, T-Mobile would like to speak with Mr. [redacted] to further address his concerns and request that he reach out to us directly so we can work toward amicably resolving his concerns. T-Mobile regrets any inconvenience that Mr. [redacted] has experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sharon B[redacted] Executive Response

April 12, 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 March 31, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his T-Mobile account. Please be advised that T-Mobile records reflect that Mr. [redacted] had four voice lines on the Simple Choice Unilimited Talk, Text, and 10 GBs of 4G/LTE high speed data.
T-Mobile records confirm that Mr. [redacted] canceled his mobile numbers ending in [redacted] and [redacted] on July 12, 2016, when he ported them to another service provider. Mr. [redacted] then canceled mobile number ending in [redacted] on September 25, 2016 by porting it to a new service provider.
It is important to note that T-Mobile has no record of Mr. [redacted] requesting either a rate plan change or cancellation for the mobile number ending in [redacted] prior to January 17, 2017. Mr. [redacted]’s billing cycle ran from the 11th of one month to the 10th 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. As such, per Mr. [redacted]’s request, the mobile number ending in [redacted] was canceled when the billing cycle was completed on February 10, 2017.
Upon speaking with Mr. [redacted] on April 11, 2017, in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $933.08 to cover his final balance. Please note that Mr. [redacted]’s 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.
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 B[redacted] Executive Response

June 5, 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 28, 2017, regarding the above-referenced account. Please be advised that we have attempted to contact Ms. [redacted], which has proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her refund. T-Mobile records confirm that on May 11, 2017, Ms. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S8 Gray handset. Ms. [redacted] was required to make a down payment of $130.00 and then agreed to a series of 24 monthly installments of $30.00.
T-Mobile records confirm that on June 2, 2017, T-Mobile received Ms. [redacted]’s Samsung Galaxy S8 handset. Therefore, T-Mobile closed the remaining EIP balance, reducing it to zero. On the same day, T-Mobile issued a refund of Ms. [redacted]’s payment of $189.50, for the handset down payment and taxes. As mentioned in our previous response to your office, please note that it may take up to 30 day from the date of receipt for customers to receive a refund. Should Ms. [redacted] wish to discuss this matter further, she may contact me at the number listed below. 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.
Diana [redacted]
Executive Response

April 12, 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’s goal is to provide exceptional service for all of our customers, and we regret any concerns experienced by Mr. [redacted] associated to the 2016 Friends and Family Two Lines On Us promotion.
According to our records on November 19, 2016, Mr. [redacted] placed an order for two iPhone SE devices and four SIM Starter kits during our 2016 Friends and Family Two Lines On Us promotional period. Mr. [redacted] activated a total of four new lines of service ending in [redacted] utilizing the aforementioned SIM Starter kits.
Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly promotional bill credits, Mr. [redacted] is required to maintain his T-Mobile ONE or qualifying Simple Choice rate plan. Please note that the promotional bill credits would be applied within two to three billing cycles of activation.
In reviewing Mr. [redacted]’s account, we confirmed that the account billing cycle closes on the 1st of each month. As such, the above promotion should have impacted the account by March 1, 2017. Our records indicate that on March 6, 2017, and April 8, 2017, promotional bill credits totaling $80.00 were manually posted to the account as part of the 2016 Friends and Family Two Lines On Us promotion. As such, these promotional bill credits covered the monthly recurring charges for two lines for the billing period of December 2, 2016, through February 1, 2017.
In an effort to resolve Mr. [redacted]’s concerns regarding the 2016 Friends and Family Two Lines On Us promotion, on April 11, 2017, T-Mobile ensured that the account is properly subscribed to the 2016 Friends and Family Two Lines On Us promotion and that going forward he will continue to receive the two promotional bill credits in the amount of $20.00 each per line. Additionally, on April 11, 2017, T-Mobile issued a one-time courtesy credit of $120.00 for the 2016 Friends and Family Two Lines On Us promotion for the months of February 2017, through April 2017, leaving the account with a remaining balance of $38.48. T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his business.
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.
Aika A[redacted] Executive Response

March 16, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 4, 2016, regarding the above-referenced account. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement with T-Mobile. T-Mobile records indicate that Ms. [redacted] elected to cancel service on January 1, 2016. Ms. [redacted] billing statement dated January 2, 2016, was in the amount of $36.28 which included her monthly lease fee of $32.50 and prorated monthly recurring charges and applicable taxes. As Ms. [redacted] elected to get her Samsung Galaxy S 6 Edge Plus on our JUMP! On Demand lease program, when she elected to cancel her T-Mobile account, her lease program was ended. Pursuant to Ms. [redacted] lease agreement the remaining lease payments accelerated and were added to the purchase option price for a total due of $778.45. As Ms. [redacted] did not remit payment for her balance of $36.28 this was carried forward to the February 2016 billing statement and added to the above mentioned leased payment. Ms. [redacted] then remitted payment in the amount of $552.50 on January 15, 2016, leaving Ms. [redacted] with a remaining balance of $262.23 represented an unpaid portion of her lease balance. T-Mobile regrets any confusion regarding Ms. [redacted] final billing statement and lease balance. In an effort to amicably resolve this matter, on March 5, 2016, a credit of $262.23 was applied by Customer Care which brought the account to a zero balance. As such, Ms. [redacted] account remains closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Martin G[redacted] Executive Response

March 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted].
Your File No. [redacted]
T-Mobile Account...

No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated March 2, 2017, from Ms. [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that Ms. [redacted] has been designated as an authorized user of the account.
T-Mobile is sorry to hear of Ms. [redacted]’s concerns with her monthly estimated service charges and equipment acquisitions. 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 Ms. [redacted] feels that this was not her experience when contacting our Customer Care department to discuss her concerns.
T-Mobile records confirm that the account was activated on September 13, 2015, with mobile numbers ending in [redacted] Effective January 10, 2016, the account was changed to T-Mobile’s Business Family Unlimited Talk, Text with 10GB of date per line rate plan for $120.00 for the first four lines and $20.00 for each additional line.
T-Mobile records further confirm that the account financed several devices with our Equipment Installment Plan (“EIP”) program and our lease program JUMP! On Demand:
- September 13, 2015: A Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 plus applicable taxes.
- September 14, 2015: Two Samsung Galaxy Note 5 device was lease with our JOD program. There were not payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $29.99 plus tax per device with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $177.99 per device plus applicable taxes.
- December 28, 2015: An iPhone 6s Plus device with 64GB of memory was lease with our JOD program. There was a $99.99 payment required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $30.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $210.00 plus applicable taxes.
- November 28, 2016: An iPhone 7 Plus device with 32GB of memory was lease with our JOD program. There were no payments required at the time the lease was initiated and the account agreed to 18 monthly installments in the amount of $32.00 plus tax with the option to purchase the device after the 18 month period for a onetime purchase price in the amount of $193.99 plus applicable taxes.
- December 2, 2016: An iPhone 7 Plus device with 32GB of memory was purchased with our EIP program. There was a $19.99 down payment required at the time the purchase was initiated and the account agreed to 24 monthly installments in the amount of $31.25.
T-Mobile records further indicate that all mobile numbers elected to subscribe to the options Premium Handset Protection (“PHP”) feature for an additional $10.00 per month. Please note that mobile number ending in [redacted] was enrolled to the PHP feature for $12.00 per month as it included the additional feature of Mobile Security.
Based on the information mentioned above, the account should have expected its monthly charges to be roughly $480.00- $485.00 per month including taxes and fees. It is T-Mobile’s position that [redacted]’s account was billed in accordance to its selected rate plan and features.
On March 3, 2017, T-Mobile contacted Ms. [redacted] to discuss her concerns and the information mentioned above. In an effort to amicably resolve this matter T-Mobile offered the following:
- To allow Ms. [redacted] to return two of the Samsung Galaxy Note 5 devices she indicated she was no longer using, and the iPhone 6s Plus device with 64GB of memory. Upon receipt of the equipment in good working and physical condition, T-Mobile will close the respective equipment leases. This will reduce monthly charges by $89.98 plus applicable taxes. On Mach 7, 2017, T-Mobile emailed Ms. [redacted] the instructions on how to return the equipment to our offices.
- In addition, on March 3, 2017, T-Mobile sent Ms. [redacted] a like-new iPhone 6s Plus device with 64G of memory at no cost to her.
- As an additional courtesy, on March 3, 2017, T-Mobile ordered a new iPhone 7 Plus with 256GB of memory device for Ms. [redacted]. Ms. [redacted] elected to finance it with our EIP program. T-Mobile credited the required down payment and sales tax that totaled $336.08 and Ms. [redacted] agreed to 24 monthly installments in the amount of $30.00 per month.
Further review confirms that on March 7, 2017, mobile number ending in [redacted] was canceled when it was transferred to a different service provider. As such, going forward the monthly estimated service charges will be reduced by $32.00 plus applicable taxes and fees.
To the date of this letter, T-Mobile is yet to receive the two Samsung Galaxy Note 5 devices and the iPhone 6s Plus device with 64GB of memory. Once the equipment is returned, T-Mobile will move forward with closing the equipment leases. The account remains active and it currently reflects a balance in the amount of $485.83 due by April 2, 2017. T-Mobile appreciates the opportunity to assist Ms. [redacted] with her concerns and we regret any inconvenience she may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Maggie R[redacted] Executive Response

June 6, 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 25, 2017, regarding the above-referenced account.
T-Mobile regrets any coverage concerns Mr. [redacted] experienced while having his T-Mobile service active. Unfortunately, T-Mobile is unable to guarantee coverage in all areas as there are many factors that can affect actual service quality and availability. A review of the account reflects that it was activated on December 28, 2016, and on February 9, 2017, Mr. [redacted] cancelled his account when he ported his mobile number to another service provider.
At the time of activation, Mr. [redacted] took advantage of our JUMP! On Demand (“JOD”) lease by obtaining one Samsung Galaxy S7 Edge 32 gigabytes (“GB”) handset. At the time of the lease, Mr. [redacted] agreed to 18 monthly payments of $33.00 plus applicable taxes. As the account was canceled prior to fulfillment of the JOD terms, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87 were accelerated and posted to the final billing statement dated March 1, 2017.
Mr. [redacted]’s final billing statement dated March 1, 2017, had a balance of $920.35 which included past due balance of $73.01 from the prior billing statement dated January 29, 2017, NE Universal service charge of $0.08, the JOD monthly installment including taxes of $35.39, the remaining JOD balance and the JOD purchase option price plus applicable taxes totaling $811.87.
Please note that on March 1, 2017, a payment of $73.01 was remitted to the account. Following, on April 24, 2017, and May 2, 2017, payments of $200.00 and $50.00 were remitted to the account, leaving the account with a remaining balance of $597.34.
Upon receipt of Mr. [redacted]’s correspondence from your office, we confirmed that on May 19, 2017, the Samsung Galaxy S7 Edge handset was successfully returned to T-Mobile. As such, on May 26, 2017, a credit of $847.26 for the charges associated with the Samsung Galaxy S7 Edge handset was issued to the account, leaving the account with a credit balance of $249.92. Additionally, a refund of $249.92 was approved by T-Mobile and forwarded to Citibank to be disbursed as prepaid debit card for the above mentioned credit. Please allow up to ten business days for delivery of the prepaid debit card. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Aika A[redacted]
Executive Response

September 18, 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 September 11, 2016, regarding the above-referenced account. We regret Mr. [redacted]’s concern regarding the return of his coverage device. The T-Mobile 4G/LTE CellSpot is a unique and simple solution that improves a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Please note that the CellSpots are T-Mobile owned devices. If the device is not returned upon cancellation of service, there is a $289.00 non-return fee that is assessed to the account. Please be advised on July 18, 2016, T-Mobile records indicate Mr. [redacted] cancelled his account with the port-out of his numbers. Records further confirm at the time of cancellation, T-Mobile mailed Mr. [redacted] a return kit that includes a prepaid return mailing label for the CellSpot coverage device. T-Mobile regrets that Mr. [redacted] did not receive the return kit. As T-Mobile did not receive the device within 30 days of the cancellation of service, Mr. [redacted]’s account was billed the non-return fee of $289.00 plus tax. However, our records confirm that we successfully received the device outside of the 30 day period and have provided an account credit for the billed fee. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to provide a refund of the billed non-return fee and additional compensation totaling $406.34, mailed to him in the form of a prepaid refund card. Please note these steps will return Mr. [redacted]’s account to a zero balance. Mr. [redacted] accepted our offer as resolution. 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. Kimo C[redacted] Executive Response

July 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 July 8, 2016, regarding the above-referenced account. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location. T-Mobile records confirm that on June 18, 2016, a new line of service was activated on Mr. [redacted]’s account ending in [redacted]. Please be advised that on July 13, 2016, T-Mobile cancelled this line and we will investigate this matter internally. It is important to note that Mr. [redacted] will not be responsible for any charges associated to this line. In an effort to amicably resolve this matter, T-Mobile offered a $100.00 credit to Mr. [redacted], which he accepted as a resolution. This credit reduced his balance to $49.68, which is due July 25, 2016. Again, T-Mobile regrets any inconvenience to Mr. [redacted] and we appreciate his continued business. 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. James G[redacted] Executive Response

July 11, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 28, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. Please note that T-Mobile has successfully resolved Ms. [redacted]’ concern to her satisfaction.
T-Mobile regrets any concern to Ms. [redacted] in regards to her account. Please be assured that T-Mobile strives to provide world-class Un-carrier experience to all of our customers on each and every contact whether it is in store or over the phone. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’ recent contact with our Customer Care team.
Please be advised that on June 21, 2017, Ms. [redacted] contacted Customer Care and requested a payment extension for her then past due balance at that time in the amount of $503.99 of the total balance of $1,268.39. Customer Care granted an extension through June 27, 2017. However, on June 24, 2017, Ms. [redacted]’ billing cycle closed and on June 25, 2017, a new billing statement generated reflecting a past due balance of $1,268.39 and new charges in the amount of $718.51 for a total balance owed in the amount of $1,986.90 due by July 17, 2017. Please note that as Ms. [redacted]’ past due balance had now increased she was advised of the new past due amount of $1,268.39. However, between June 26, 2017, and June 27, 2017, Ms. [redacted] submitted several payments totaling $551.39 and T-Mobile applied a credit in the amount of $20.00 updating the past due balance to $697.00 and new charges of $718.51 for a total balance owed of $1,415.51.
Please be advised that on June 30, 2017, T-Mobile reviewed the balance with Ms. [redacted] and confirmed it consisted of her monthly recurring charges, applicable taxes, monthly Equipment Installment Plan (“EIP”) charges, late fees, third party content charges, and a returned payment fee. T-Mobile has granted Ms. [redacted] an extension through August 1, 2017, to provide her additional time to bring the account current.
Please be advised that on June 30, 2017, T-Mobile also mailed Ms. [redacted] a Certified Pre-Owned Samsung Galaxy S7 from our Handset Upgrade Program at no cost to replace her nephew’s device being used on the mobile line of service ending in [redacted]. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Oscar T[redacted]
Executive Response

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 29, 2016, regarding the above-referenced account. We regret losing Mr. [redacted]’s business and hearing of his concerns regarding the non-return fee of T-Mobile’s 4G LTE CellSpot coverage device. The 4G LTE CellSpot coverage device delivers a strong, reliable wireless 4G LTE signal for customers with or without an indoor cellular signal on compatible 3G, 4G and LTE devices anywhere a customer has broadband Internet and T-Mobile wireless spectrum. As Mr. [redacted] met all the requirements for this device, on June 28, 2016, T-Mobile shipped the 4G LTE CellSpot for his utilization at the billing address. Please note that 4G LTE CellSpot devices are T-Mobile-owned devices. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancellation of service, there is a $289.00 non-return fee plus tax that is assessed to the account. On August 24, 2016, T-Mobile records indicate Mr. [redacted] cancelled his above-referenced account. At this time, Mr. [redacted] returned the CellSpot device to his local retail location. T-Mobile is unable to conclusively determine the events surrounding the return of the CellSpot; however, records indicate Mr. [redacted] was billed the non-return fee and tax reflected on the revised final billing statement dated October 19, 2016. In an effort to amicably resolve Mr. [redacted]’s concerns however, T-Mobile provided a credit totaling $312.12 for the non-return fee and tax. This credit returns Mr. [redacted]’s account to a zero balance. Mr. [redacted] accepted this offer as resolution. 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. Kimo C[redacted] Executive Response

December 23, 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 20, 2016, regarding the above-referenced account. T-Mobile is pleased to report we have successfully resolved Ms. [redacted]’ concerns to her satisfaction. T-Mobile strives to provide all our customers with a world class experience and we regret any inconveniences Ms. [redacted] may have encountered. T-Mobile appreciates the feedback Ms. [redacted] has provided as it allows us to take the necessary steps to improve future customer experiences. T-Mobile records confirm that, on January 30, 2016, Ms. [redacted] activated account number [redacted] in addition to her currently active account number listed above. This account was activated with two mobile numbers ending in [redacted] and [redacted]. T-Mobile records indicate that during account activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung Galaxy Note 5 handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $108.00 plus sales tax and agree to a series of 24 monthly installments in the amount of $52.40. A Change of Responsibility (“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 numbers and, if applicable, the equipment moved to the new account. T-Mobile has investigated this matter and found that the COR for Ms. [redacted]’ mobile numbers ending in [redacted] and [redacted] was processed on May 21, 2016. As of that date, Ms. [redacted] was no longer financially responsible for these numbers however the EIP balances were not successfully transferred to the new account. It is important to note that, because account number [redacted] had only two active lines, upon completion of the COR, the account was canceled. 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. When account number [redacted] was canceled on May 21, 2016, the remaining EIP balance of $784.94 was accelerated and posted to the final billing statement dated June 2, 2016. The total balance reflected on the final billing statement was $920.09 and included an unpaid balance of $178.60 and new charges totaling $741.49 that consisted of the accelerated EIP balance as well as adjustments to prorate the final month’s service charges as the account was canceled mid-cycle. T-Mobile was unsuccessful in collecting payment on this balance therefore, on August 28, 2016, the account was transferred to an outside collection agency. This transfer incurred a collection fee of $23.97 and resulted in a revised balance of $944.06. It is T-Mobile’s position this balance was accurate. In order to provide Ms. [redacted] with a truly Un-Carrier experience, and due to her extensive tenure, T-Mobile has agreed to waive the outstanding balance in full. 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. 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. Liana G[redacted] Executive Response