T-Mobile Usa Inc

August 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 July 25, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards to our 2017 Q1 Apple Promotion. 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 any of Mr. [redacted]’s contacts in any of our store locations or with Customer Care.
Available from March 3, 2017, through March 9, 2017, the 2017 Q1 Apple Promotion was an offer that enabled eligible customers to purchase an iPhone 7 Plus 128GB handset for the cost of $200.00 after instant trade-in and mail-in rebate. In order to be eligible for the offer, customers were required to purchase a qualifying iPhone on our Equipment Installment Plan (“EIP”), port in a number from another provider, trade-in a qualifying device, and subscribe to an eligible Unlimited Data feature.
T-Mobile records indicate that on March 5, 2017, Mr. [redacted] purchased an iPhone 7 Plus 128GB handset on EIP for use on the mobile number ending in [redacted]. As T-Mobile records indicate that Mr. [redacted] did not port in a number, nor did he have a qualifying Unlimited Data feature, he was not eligible for the rebate. As Mr. [redacted] did not meet the promotional requirements, it is T-Mobile’s position that a rebate was not issued for the 2017 Q1 Apple Promotion.
Nevertheless, upon speaking to Mr. [redacted] on August 2, 2017, T-Mobile agreed to absolve Mr. [redacted] of the remaining balance of his iPhone 7 Plus 128GB handset by issuing a credit in the amount of $570.00 in an effort to amicably resolve 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.
Anthony M[redacted]
Executive Response

August 16, 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 August 4, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Ms. [redacted] has experienced with regards to the “iPhone 7 Trade-Up” promotional offer.  Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information.  We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our Customer Care.   On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who traded-in their fully paid off Apple iPhone 5 or above handset.  Customers that purchased a new Apple iPhone 7 32GB handset on an Equipment Installment Plan (“EIP”) and traded-in their fully paid off Apple iPhone from any carrier will receive a onetime trade in credit as well as monthly EIP bill credits to reduce the total cost of the new Apple iPhone 7 handset.   Please be advised that those that trade-in an Apple iPhone 6, 6 Plus, 6S, or 6S Plus handset will receive the phone at no cost after a trade-in credit and monthly EIP bill credits; customers that trade in the Apple iPhone 5, 5C, 5S, or SE handset will receive the handset at a final cost of $250.00. Please note that the traded in device must be traded in in good working and physical condition to receive full trade in credit.  Should customers choose the Plus size model there is a cost increase of $120.00. It is important to note that should a customer choose a larger memory variant of the Apple iPhone 7 or Apple iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant.   Additionally, the trade-in device must be in good working order with no physical or liquid damage and have the “Find My iPhone”, feature disabled. If the above requirements are not met the customer will not qualify for the promotion.  Please be advised that if a customer elects to cancel their account prior to the end of the 24 month EIP agreement the monthly credits will cease and the remaining amount will become due on the final billing statement.   T-Mobile records indicate that on September 9, 2016, Ms. [redacted] submitted a trade-in of one Apple iPhone 5 16GB handset and received a $45.00 trade in credit for this device on October 9, 2016.  Ms. [redacted] also submitted a trade-in of one Apple iPhone 6 Plus 64GB handset and received a $171.00 trade in credit on November 20, 2016.  Records also indicate a trade in of an Apple iPhone 6 handset which due to an inadvertent error was rejected by our system causing the missing trade-in credit.   In a conversation with Ms. [redacted] on August 8, 2017, T-Mobile has agreed to issue a onetime $160.00 credit toward her account balance in order to compensate for the missing trade in credit. Please note that this credit reflected as a $160.00 account credit balance on Ms. [redacted]’s account.  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.   Thania R[redacted] Executive Response

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

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

April 28, 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 18, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Ms. [redacted]’ concerns to her satisfaction.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to her refund. T-Mobile records indicate that on April 14, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPad Wi-Fi cell 32GB. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $27.99 plus the taxes and agree to a series of 24 monthly installments in the amount of $18.00. T-Mobile records show that Ms. [redacted] completed a payment of $200.00 to have the difference applied towards the EIP.
On April 15, 2017, Ms. [redacted] purchased an Apple iPad PRO 32GB under our EIP offering. Please be advised that T-Mobile records reflect that Ms. [redacted] is still in possession of both the above mentioned devices. Ms. [redacted] stated in her correspondence to your office that she had returned the Apple iPad Wi-Fi cell and that T-Mobile did not refund her in full. However, upon speaking with Ms. [redacted] on April 27, 2017, she confirmed that she decided to keep the device and that the third-party retail store has already refunded her for the amount of $200.00 as well.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Mercedes V[redacted]
Executive Response

June 12, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 5, 2015, regarding the above-referenced account.   T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plansthe largest global data coverage area included at no extra charge.  This global freedom was automatically addedto qualifying Simple Choice plans andis available in over 100 countries and destinations (seewww.t-mobile.com/international for participating countries). Please note, thereis no need for customers to add a separate feature or service to the accountbefore they travel if they are subscribed to a qualifying rate plan.  With T-Mobile's SimpleGlobal offering, customers have unlimited web at standard speeds ofapproximately 128Kbps.  These speeds aregreat for web browsing, email, social networking and occasional use of certainfeatures like GPS and maps.  However,should a customer feel these speeds are not sufficient; higher-speed datapasses are available for purchase when traveling abroad.  Additionally, voice calls back to the U.S.and to Simple Global countries are aflat rate of $0.20 per minute, while unlimited text messaging is included at nocost.  It is important to note that users traveling to a countryoutside of Simple Global coveragewill incur text charges at $0.50 per message sent or received and data roamingcharges at our standard World Class rates of $15/MB (plus taxes &fees).  Voice charges vary by country,and as such, T-Mobile recommends that customers visitwww.t-mobile.com/international before they travel to see specific countryrates. T-Mobilerecords indicate Mr. [redacted], who is subscribed to an eligible rate plan wasusing a Samsung Galaxy S5 handset, a data device, on mobile number ending in [redacted]while recently internationally roaming in Nepal which is does not fall withinthe Simple Global coverage.   Please also be advised that upon the handset registering withthe network in Nepal a series of text messages are sent to the handset thatread: Free T-MobileMsg:  Welcome to Kenya. Out of plancoverage. $0.50/text and $4.19/min talk. For info call us for free +1[redacted]Free T-Mobile Msg:CAUTION: Charges for web, email & apps while roaming up to $15/MB +tax. To opt out of data dial #[redacted]#, to opt in text #[redacted]# Based on the warning text messages that were sent and Mr.[redacted]’s usage of the service, it is T-Mobile’s position that the account wasbilled in accordance with that usage and we consider the charges to be valid. However, in an effort to amicably resolve this matter on June 10, 2015,T-Mobile applied a credit to the account in the amount of $1,474.79 for theincurred international roaming charges. Please note that the account currentlyremains open and reflects a credit balance in the amount of $160.73 that willapply to the next month’s billing statement.  We regret any inconvenience to Mr. [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted].  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I thank Ms. [redacted] and Ms. A[redacted] for responding my case in timely manner.Sincerely, [redacted]

March 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 March 5, 2016, regarding the above-referenced account. We sincerely regret any misunderstanding regarding the activation of Mr. [redacted] account type and pricing. As previously indicated in our response to your office dated March 3, 2016, T-Mobile investigated this matter and our records indicate that on November 3, 2015, the above referenced account was activated and subscribed to the Simple Choice North America Unlimited Talk, Text plus Data rate plan. It is important to note that while the above mentioned rate plan is a month to month plan with no contractual obligation, it is not a prepaid plan. As a courtesy and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $448.79 for the pro-rated charges incurred from January 5, 2016 to February 4, 2016 plus six restore fees and applicable taxes. Additionally, on March 3, 2016, T-Mobile provided Mr. [redacted] with the instructions needed to unlock his devices via the unlock application. Please note Mr. [redacted] account remains closed with a zero balance. Upon T-Mobile’s conversation with Mr. [redacted] and as indicated in his letter to your office he advised his concerns have been resolved. 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. Lizette C[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. They have issued me credit as they promised. Sincerely, [redacted]

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

Re:      [redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 4, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated Ms. [redacted] as an authorized user of the account. We are pleased to report that we have resolved Ms. [redacted]’s concerns to her satisfaction.   We regret to hear that Ms. [redacted] had any concerns regarding her LG V10. T-Mobile records indicate that on June 21, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG V10.  EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.    At the time of purchase, she was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $25.00, which appeared on the first bill following the purchase of the device.    By purchasing T-Mobile equipment, Ms. [redacted] receives a one-year Limited Warranty provided by the manufacturer of her device. Upon review of Ms. [redacted]’s account this warranty has been extended as she subscribes to the optional JUMP! 2.0. During the Limited Warranty period, Ms. [redacted] is eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide a like new replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.   Our records reflect that on January 21, 2017, Ms. [redacted] completed a handset exchange when her LG V10 device was stuck on a reboot loop. As such, Ms. [redacted] was provided a like new device to replace her defective unit. Although, it is T-Mobile’s position and her V10 does not warrant additional compensation because it was a manufacturer defect, as a courtesy and an effort to amicably resolve her concerns, T-Mobile has issued a one-time credit of $100.00 towards the V10, reducing the outstanding EIP balance to $299.99. Please note that on March 15, 2017, T-Mobile contacted Ms. [redacted] and presented this offer as resolution to her concerns which she has accepted and considers this matter resolved to her satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

July 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 18, 2016, regarding the above-referenced account. T-Mobile makes every effort to provide complete and accurate information to our customers on each interaction. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Retail Store. T-Mobile’s JUMP! On Demand (“JOD”) is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Plus the monthly payment includes both the cost of a new smartphone and the freedom to swap it for a new one anytime. A lease may be initiated by either the Billing Responsible party or any Authorized User on an account. When a phone is subject to a lease, T-Mobile, not the customer, owns the phone. The rolling twelve month period during which a customer may upgrade three times begins when the customer completes their first JOD upgrade. JOD does not include handset insurance, or Premium Handset Protection, which may be added separately within 14 days of beginning a lease. An insurance claim was completed on May 16, 2016, to replace an Apple iPhone 6 64GB Gold handset. Customers who want to make a JOD upgrade must upgrade to a different model or memory size phone. On May 14, 2016, T-Mobile’s retail location agreed to complete a JOD by allowing a trade from an Apple iPhone 6 64GB Gold handset to an Apple iPhone 6 64GB Gray handset. T-Mobile records do not indicate that the deferred return handset has been received at T-Mobile’s National Return Center. A customer may choose to purchase their leased device at any time during the 18-month lease term. A lease buyout must be completed at a Retail Location or through Customer Care. The customer is responsible for the remaining lease payments, the purchase option price and all applicable taxes. Once paid, the lease will be closed and the customer will receive an ownership certificate on the next month billing statement. In an effort to resolve this matter amicably, T-Mobile closed the JOD lease for the Apple iPhone 6 4GB Gold handset. In addition T-Mobile applied an account credit of $55.52, for the lease payments and applicable taxes assessed in the May 27, 2016, and June 27, 2016, billing statements, for this handset. The account credit results in a credit balance of -$55.52, reflected on the account. 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. Pancho Q[redacted] Executive Response

June 8, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 27, 2016, regarding the above-referenced account. We sincerely regret any concerns Ms. [redacted] experienced when attempting to take advantage of our JUMP! upgrade option under the mobile number ending in [redacted]. Please be advised that T-Mobile records confirm that Ms. [redacted]’ account is not under a contractual obligation. Our records indicate that on July 5, 2014, Ms. [redacted] activated her account with the mobile number ending in [redacted]. At the time of activation, Ms. [redacted] took advantage of our Equipment Installment Plan (”EIP”) offering with the purchase of one Samsung Galaxy Note 2 handset. At the time of Ms. [redacted]’ purchase, she was required to make a down payment of $30.00 plus applicable equipment taxes and agreed to a series of 24 monthly installments in the amount of $11.25. Additionally, at that time, the JUMP! 2 feature for $12.00 per month was added to the mobile number ending in [redacted]. The JUMP! 2 feature provides customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout, plus the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. Customers enrolled in JUMP! 2 are provided with unlimited opportunities to upgrade the device they enrolled in JUMP! 2 with no waiting period. Regrettably, due to an inadvertent error, the mobile number associated to the EIP mentioned above was not the mobile number ending in [redacted]. Consequently, on May 26, 2016, when Ms. [redacted] took advantage of our EIP offering with the purchase of one Samsung Note 5 64GB handset, she was not eligible for a JUMP! upgrade due to the [redacted] not being associated to the initial EIP started at the time of activation. In an effort to resolve this matter, on June 7, 2016, T-Mobile issued a credit of $288.00, equivalent to the JUMP! 2.0 feature charge of $12.00 per month billed from July 5, 2014, through June 7, 2016. As of June 7, 2016, Ms. [redacted]’ account reflects a credit balance of $288.00. Additionally, Ms. [redacted] is now able to take advantage of her JUMP! upgrade once eligibility requirements are met. We regret 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. Aika A[redacted] Executive Response

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

September 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 23, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile attempted to reach Ms. [redacted] from August 24, 2017, through August 30, 2017, but regrettably our efforts were unsuccessful.
T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of her concerns with our Carrier Freedom promotion and the status of her submission. 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.
Our records indicate a new line of service was activated with T-Mobile on October 1, 2016. Please be advised this number was not ported in by Ms. [redacted]’s previous carrier. Additionally, the submission of Ms. [redacted]’s final billing statement shows numbers ending in 3208 and 0529, which are not active on the T-Mobile account making the account ineligible for reimbursement. Regrettably, because multiple eligibility prongs were not met, we are unable to honor the promotion as requested by Ms. [redacted]. T-Mobile regrets any confusion this matter has caused.
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.
Felicia P[redacted]
Executive Response

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

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 7, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with respect to her Carrier Freedom reimbursement. 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] recent contact with our retail location.   Please note that along with other qualifying factors that must be met, Carrier Freedom is only redeemable once in a lifetime per mobile phone line.  T-Mobile records indicate that on February 17, 2016, Ms. [redacted] activated the above account with three mobile phone lines.  Please be advised that on March 20, 2016, T-Mobile issued a Carrier Freedom reimbursement for Ms. [redacted]’s three mobile phone lines totaling the amount of $392.70.    On May 23, 2017, Ms. [redacted] cancelled her T-Mobile account by transferring her mobile phone numbers to another service provider.    T-Mobile records indicate that on August 19, 2017, Ms. [redacted] transferred her mobile phone numbers back to T-Mobile from her previous carrier and reactivated her account.  Also on this date, Ms. [redacted] submitted her previous carrier’s final billing statement for Carrier Freedom reimbursement; however since she received a previous reimbursement, her submission was declined.        In addition, at the time of reactivation, T-Mobile records cannot confirm that Ms. [redacted]’s account was eligible for a promotion totaling the amount of $300.00.    On September 7, 2017, in an effort to amicably resolve this matter, T-Mobile issued a prepaid debit card in the amount of $2,331.22 to Ms. [redacted] for her Carrier Freedom reimbursement, which will be delivered within seven to ten business days from this date.  In addition, due to the misinformation provided to Ms. [redacted] regarding a promotional credit totaling the amount of $300.00, a $200.00 billing credit was applied to her T-Mobile account updating her to a credit balance of $200.00.  Ms. [redacted] was satisfied with this offer as a resolution to her concerns.  T-Mobile regrets any inconvenience to Ms. [redacted].        Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Cesar R[redacted] Executive Response

September 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 August 30, 2017, regarding the above-referenced account.  T-Mobile is pleased to report we have resolved this matter to Mr. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience Mr. [redacted] may have experienced while attempting to redeem his T-Mobile Tuesdays gift. T-Mobile Tuesdays is our way of giving customers the proper thanking they deserve for being with T-Mobile.  In Mr. [redacted]’s letter to your office he outlined concerns regarding not being able to redeem a free oil change provided by Meineke during a recent T-Mobile Tuesday offering.   Please be advised that if customers booked appointments at non-participating locations or they were turned away from non-participating locations, Meineke is sending an email to these customers thanking them for selecting the T-Mobile Tuesdays offer. The email asks the customer if they'd like Meineke to reschedule them for an oil change at a participating location. If a customer chooses "Yes," they'll be manually rescheduled with the help of someone from Meineke's call center. 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.   James H[redacted] Executive Response Tell us why here...

August 10, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 6, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any concerns Ms. [redacted] experienced with her equipment. T-Mobile records confirm that on May 26, 2016, Ms. [redacted] spoke with Customer Care and during this call she advised that Assurant, the company that manages T-Mobile’s Premium Handset Protection program, was unable to replace the Xperia Z3 device with the same model. As such, as a courtesy to Ms. [redacted], Customer Care offered to perform an in-house claim, wherein a new phone would be ordered and the price adjusted down to $175.00, which is the cost of the deductible when filing a claim through Assurant. Further records confirm that Ms. [redacted] accepted this offer. As such, on May 26, 2016, a Certified Pre-Owned Samsung Galaxy Note 5 was ordered through our Handset Upgrade Program for mobile number ending in [redacted]. Ms. [redacted] agreed to have the price of the device, totaling $616.67, billed to Mr. [redacted]’s account after which Customer Care advised that a credit would be applied for all but $175.00 of the cost. Due to an inadvertent delay, the equipment charges were billed to Mr. [redacted]’s July 29, 2016, billing statement. On August 1, 2016, we applied credits totaling $616.67 to Mr. [redacted]’s account for the cost of the equipment. However, as Ms. [redacted] had agreed to pay $175.00 for the device, a portion of the credits totaling $175.00 was reversed. Finally, our records confirm that between August 5, 2016, and August 6, 2015, we applied credits to Mr. [redacted]’s account totaling $175.00, making the Samsung Galaxy Note 5 free for Mr. [redacted]. These credits reduced Mr. [redacted]’s account balance to $195.91 and he may verify this by visiting www.T-Mobile.com. 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. Brian W[redacted] Executive Response

April 28, 2016
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Pre-Paid No. XXX-XXX-[redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 25, 2016, regarding the above-referenced account.  Please be advised that we made an attempt to contact Ms. [redacted] via her mobile number ending in [redacted], which proved unsuccessful.  As such, T-Mobile will make every effort to address her concerns within this letter.
 
In our letter to your office dated April 19, 2016, T-Mobile advised that Ms. [redacted]’s rebate was originally declined.  However, on April 18, 2016, in an effort to amicable resolve Ms. [redacted]’s concerns, T-Mobile mailed a $50.00 pre-paid refund card in lieu of the mail in rebate to the mailing address of record, [redacted].  It is important to note that as the submission was processed manually, Ms. [redacted] will not be able to view her rebate through the normal website. 
 
Additionally, as the 10 business day time frame has not lapsed we request that Ms. [redacted] wait the appropriate amount of time to receive her rebate card.  T-Mobile regrets any inconvenience to Ms. [redacted].
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Shannon R[redacted]
Executive Response

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