T-Mobile Usa Inc

Complaint: [redacted]
I am rejecting this response because:The charges appear on the bill do not add up to correct amount, I should be charge ( $120 for 4 lines + tax & fees + $35.42 Device installment) but I was billed $246.31 last month, T-Mobile representative made  correction to charged amount upon calling customer services. I'm not convince that issue is resolved, I have been told by T-Mobile representative on several occasions in the past that I will not be charged extra on future bills and issue was resolved. I would like to see one bill with correct amount charged. 
Sincerely,
[redacted]

Revdex.com:
The message from T Mobile meets the actions I requested, so I agree to having Revdex.com close the case.
However, the T Mobile message materially misstates and distorts my actual experience with their business.  I was offered and accepted a trial arrangement specifically purposed to allow me to determine if their service was acceptable before committing to move my 7 lines of service from my current carrier, Consumer Cellular.  The T Mobile store representative assured me that there would be $0 liability if the service was not acceptable.  I paid a setup charge by credit card and received 2 SIM chips that would enable me to use my own phones to test the T Mobile Service.  The store representative assured me that the setup charge was fully refundable if I cancelled the trial within a specified time frame.
After failing to be able to use the service due to dropped calls every time I tried to use it, I returned to the store and requested cancellation of the trial.  The store was quite gracious in agreeing to the cancellation, but advised me that they were not able to cancel the charges that I would be billed directly from T Mobile.  Further, they told me that T Mobile's  computer system would not allow them to credit my credit card account for the setup charges I had paid.  However, they offered to reimburse me in cash for the full amount of the payment I had made.  I accepted that offer and was fully satisfied that the matter was closed.  I had never knowingly agreed to be charged in advance for T Mobile service.  Regardless, T Mobile began to bill me differing amounts that I couldn't understand and provided no phone number on those bills for Customer Service.  I ignored the bills thinking it would get straightened out in time since the amounts seemed to keep changing. 
My complaint to Revdex.com was only filed when I received a letter threatening collections and credit reporting for non-payment of an amount I NEVER OWED.  T Mobile has serious problems in the non-integration of their billing systems with their retail store support systems - in particular the inability to issue credits to reverse a credit card payment when merited.  Technically, T Mobile met my requested resolution of this matter by reversing a charge I NEVER OWED within their system and providing written confirmation of their action.Consequently, 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:im ok with this decision. However I'm not clear yet if Tmobile still needs the actual police report and the actual affidavit so I will await to hear from them if they need these actual documents.
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]s

Complaint: [redacted]
This email is in response to an email I received stating that my case (#[redacted]) isnow closed with T-Mobile. I had called Daniel (twice) to inform him that I still hadn't received the refund of $49 and some change to my credit card. He also told me my account was at $0 and cleared to be closed. The next day, I received a bill for $900. I called him the two times to discuss this and never received a call back. Then I got an email that my case was closed. I need this reopened, as Daniel has not done what he said he did to resolve the issue.
 
 
Thanks,
 
[redacted] 
 
 
Sent from my iPhone

August 16, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] has experienced in regards to a refund for his handset order. 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 an of Mr. [redacted]’s contacts with Customer Care.   Please be advised that on April 30, 2017, T-Mobile records indicate that Mr. [redacted] placed an order for an Apple iPhone 7 128GB handset on www.MyT-Mobile.com and opted to utilize T-Mobile’s Equipment Installment Plan (“EIP”) for the purchase. 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.  It is important to note that if a customer who has an active EIP cancels service, the full remaining balance is due on the final bill.  T-Mobile records indicate that at the time of purchase, Mr. [redacted] was required to remit a down payment of $125.99 plus tax for a total of $198.60, and he agreed to 24 monthly installments of $26.00 per month.   On the same date that Mr. [redacted] placed the order for his Apple iPhone 7 128GB handset, T-Mobile records indicate that he contacted Customer Care to request cancellation of his order; however, as the handset had already been processed for shipping, T-Mobile advised Mr. [redacted] that he could return or refuse the package upon its arrival.   T-Mobile records indicate that on May 6, 2017, Mr. [redacted] ported out his mobile number ending in [redacted] to another service provider, effectively cancelling his service with T-Mobile.  As the Apple iPhone 7 128GB handset had yet to be returned to T-Mobile, the EIP balance of $624.00 was billed out on the statement dated May 27, 2017.  On June 17, 2017, T-Mobile records indicate that Mr. [redacted] remitted payment for his final billing statement.   On June 12, 2017, T-Mobile received notification from Mr. [redacted]’s financial institution that the down payment of $198.60 was disputed and returned unpaid.    T-Mobile records indicate that on June 19, 2017, the Apple iPhone 7 128GB handset return had been received and fully processed by T-Mobile. On August 8, 2017, T-Mobile records indicate that Mr. [redacted] contacted Customer Care and a refund in the amount of $624.00 was issued to the bank account provided by Mr. [redacted].   Upon contacting Mr. [redacted] on August 9, 2017, he confirmed that his concerns have been fully addressed and that he has received his refund.  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.   Anthony M[redacted] Executive Response

November 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] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 7, 2016, regarding the above-referenced file number. T-Mobile regrets any continued equipment concerns Mr. [redacted] has experienced. Please note that T-Mobile was able to contact Mr. [redacted] on November 9, 2016, and we provided him with the Mobile Device Unlock Codes for the IMEI numbers he provided. Please be advised, the online www.T-Mobile.com account is separate from the billing account that only T-Mobile has access to. This is the account which was referenced in our previous correspondence to your office, dated November 7, 2016, not the online account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been fully resolved to his satisfaction and 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. Lupe C[redacted] Executive Response

April 18, 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 6, 2017, regarding the above-referenced account.
Please be assured that T-Mobile strives to provide exceptional service to 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 Mr. [redacted]’s recent contact with our Customer Care team. Likewise, we regret any concerns experienced by Mr. [redacted] associated to the Free Add-A-Line: This One’s On Us! promotion.
Please be advised that from March 1, 2017, through March 5, 2017, T-Mobile offered the Free Add-A-Line: This One’s On Us! promotion whereby customers on an eligible rate plan who had a minimum of two voice lines could activate one additional line for free via promotional monthly bill credits. Our records confirm that on March 4, 2017, the line of service ending in [redacted] completed a Change of Responsibility (“COR”), under which this line was transferred from a separate account to Mr. [redacted]’s account. Therefore, the mobile number ending in [redacted] was not a newly activated line of service, and regrettably, the account was not eligible for the above mentioned promotion. It is important to mention that on April 5, 2017, Mr. [redacted] activated the mobile number ending in [redacted] which at this time became the third line of service.
As a gesture of goodwill and in an effort to amicably resolve this matter, on April 10, 2017, T-Mobile approved the account in the Free Add-A-Line: This One’s On Us! promotion. As such, the line ending in [redacted] will receive a promotional monthly bill credit of $40.00, reducing the overall monthly charge to $100.00 per month before any applicable taxes and fees. Please allow up to two billing cycles for the promotional monthly bill credits to post to the account.
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]
I am rejecting this response because:The stament is not valid I try to port my numbers and tehynhavent allow it to gontrue!i have try to set payments but due the fact that they only willing to take cash neither credit cards or debit cards online made it hard for me to made a payment 
Sincerely,
[redacted]

August 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 August 1, 2017, from [redacted] 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 is pleased to relay that we have resolved Ms. [redacted]’s concern to her satisfaction.    T-Mobile regrets any concern Ms. [redacted] had regarding the account suspension and fees.  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.   T-Mobile records indicate that on July 13, 2017, payment arrangements were made with Ms. [redacted] with regard to the outstanding balance of $148.22.  Records indicate that Ms. [redacted] made a $60.00 payment on July 28, 2017.  However, because the payment arrangement was set up as a one part arrangement and the total balance due was $148.22, on July 29, 2017, T-Mobile suspended the account’s ability to place outbound calls.  As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.    On July 30, 2017, Ms. [redacted] contacted T-Mobile Customer Care disputing the one part arrangement and advising that it should have been set up as a two part arrangement.  On that day the account was reactivated without payment as a courtesy and the account was assessed a $20.00 restore from suspension fee per line of service.  In addition, on August 1, 2017, T-Mobile Customer Care applied a credit for the restoral fees as a courtesy due to the inadvertent error.   Upon speaking with Ms. [redacted], T-Mobile advised that the restoral fees had been waived and in an effort to further resolve Ms. [redacted]’s concerns, a credit in the amount of $26.00 was applied to the account for her payment processing fees and late fees.  This credit reduced Ms. [redacted]’s balance to $110.00.  In addition, to the credit, T-Mobile placed a suspension hold on the account until August 11, 2017 to allow time to process the payment of $110.00.  Ms. [redacted] accepted this offer as a resolution to her concern.  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

Complaint: [redacted]I am rejecting this response because:If service is not   guaranteed in my area why bill me for services? I was told that I was in a good coverage area when I signed up for the service.   One of the sales representative told me that they live close by in my area and they do not have any trouble. But I have since the first week of having T-Mobile service.  I have paid for two months of phone service and my service has not worked for the full time that I have had T-Mobile. Also both of my devices are not working properly.  I have contacted the person who is handling this complaint with T-Mobile and left two voice messages and left two emails and I have not heard from this individual. Sincerely,[redacted]

June 1, 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 May 22, 2016, regarding the above-referenced account. We are sorry to hear that Ms. [redacted] is having issues with her Apple iPhone handset. By purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. 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. Ms. [redacted] also pays $12.00 for an additional equipment protection feature on her mobile number ending in 7263, which provides her with a warranty on her Apple iPhone after the one year purchase date. T-Mobile records confirm that on May 19, 2016, Ms. [redacted] contacted Customer Care to troubleshoot her device. After further troubleshooting and research, T-Mobile notated that her iPhone serial number [redacted] was not a T-Mobile device and would be ineligible for an exchange through our Limited Warranty Exchange program. On May 21, 2015, Ms. [redacted] contacted T-Mobile Customer Care to advise us that she was advised she would receive a handset exchange for her Apple iPhone. We are sorry for any misinformation regarding Ms. [redacted]’s handset order. Regretfully, on this day Ms. [redacted] was unable to verify the account and she was advised that per account memos, no handset exchange was processed. On the same day, Ms. Sandra Luz [redacted], another authorized user on the account who verified, called and completed troubleshooting for Ms. [redacted]’s Apple iPhone. T-Mobile was unable to fix Ms. [redacted]’s phone and T-Mobile offered a $100.00 credit off a new handset purchase or a $60.00 credit off data services which she declined. Lastly, Ms. [redacted]’s exchange was processed for the correct T-Mobile Apple iPhone serial number [redacted] and a $10.00 credit was applied to her account for her handset issues. In an effort to amicably resolve this matter, on May 27, 2016, T-Mobile applied a courtesy credit of $100.00 to Mr. [redacted]’s account for any inconvenience or misinformation. Ms. [redacted] accepted this credit as a resolution to this matter. As of May 31, 2016, Mr. [redacted]’s account reflects a credit balance of $110.00. 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. Ligia M[redacted] Executive Response

July 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 Prepaid No. XXX-XXX-[redacted]
Dear Ms. Bowers:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated June 25, 2017, regarding the above-referenced informal complaint filed by T-Mobile customer, Ms. [redacted] T-Mobile appreciates this opportunity to respond to Ms. [redacted]’ complaint.
We are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Ms. [redacted]’ expectations. While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity. In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers. T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity.
T-Mobile’s records indicate that data usage on Ms. [redacted]’ account is very high relative to other customers. In fact, Ms. [redacted]’ account is among the highest data usage accounts on T-Mobile’s network.
As a very heavy user of T-Mobile services, Ms. [redacted]’ usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity. Where the network is lightly loaded, a very heavy user, such as Ms. [redacted] will likely notice little, if any, affect from this lower priority. However, at times and places where the network is heavily loaded, a very heavy user, such as Ms. [redacted] can expect to see some material reduction in data speeds.
The number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is available. The lower speed that results from heavy network loading is temporary. When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go up.
We understand that if Ms. [redacted] regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Ms. [redacted]’ high amount of data usage.
Additionally, Binge On is subject to data prioritization. Data prioritization is based on all data used during the current bill cycle. Once a customer has used more data in a bill cycle than what we have calculated 97% of the rest of the customer base uses, their data is prioritized behind customers who haven't used as much data. At the beginning of the next bill cycle their data returns to the same priority as everyone else. If someone's data is prioritized behind customers who use less data, it does not mean they will automatically see slow data speeds. Only in a small number of areas, do we have towers that experience high network congestion.
T-Mobile reviewed the usage on the above-referenced account from June 2, 2017, to June 27, 2017, and over the course of the last 25 days, Ms. [redacted] used an average of 41.3 GB of data consisting of 25.4GB of billed data usage and 15.9 of Binge On data usage. As such, it is T-Mobile’s position that Ms. [redacted] is able to utilize the service and we consider the charges to be valid. Please note that going forward should Ms. [redacted] continue her service with T-Mobile it is with the understanding that she may continue to experience reduced data speeds in places and times where the network is heavily loaded and her amount of data usage is disproportionately high.
T-Mobile records confirm that Ms. [redacted] contacted T-Mobile’s Customer Care multiple times regarding her data concerns, as a one-time courtesy T-Mobile has applied a $50.00 credit to Ms. [redacted]’ account to be used on future T-Mobile services. Currently, Ms. [redacted]’ account has credit balance of $50.00. T-Mobile regrets any inconvenience this may cause Ms. [redacted].
Based upon the foregoing, we respectfully request that this informal complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or toll free at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Melyssa G[redacted] Executive Response

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

May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 8, 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. 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, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability. The T-Mobile Signal Boosters are a group of unique and simple solutions that improve a customer's in-home coverage, enabling them to make better voice and data connections while in their home. Our Signal Boosters have been found to boost coverage to approximately 3,000 square feet and on average, triple a customer’s in-home network performance. Please be advised, in order to qualify for use of the Signal Booster, the customer must meet the following eligibility requirements: • The customer has a postpaid or Simple Choice no credit check account in good standing; • The customer has at least one bar of 3G/4G signal inside their home; and • The customer has a 3G/4G capable device (Note: there is a 4G LTE Signal Booster which requires an LTE capable device). Please note that the Signal Boosters are T-Mobile owned equipment. They are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account. T-Mobile records indicate that on June 1, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Tab S, Samsung Galaxy S6, Apple iPhone 5S with screen protector, and a Samsung Premium S Wireless Charging Pad. At that time our records indicate that Ms. [redacted] elected to add Premium Handset Protection (“PHP”) that included warranty coverage to the devices used on the mobile numbers ending in [redacted] As of the time of Ms. [redacted]’s purchase of the above-mentioned equipment, T-Mobile provided a 14-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 entered into at the time of the original purchase. Although it is outside the allotted 14-days return period in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return her equipment directly to my attention within 30 days of the date of this letter at: Executive Response Team Attention: William B 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the equipment, T-Mobile will apply a credit to the account in the amount of $1,037.14 for the remaining EIP balances for the above-mentioned equipment. Please note that we will only issue credit if the equipment shows no sign of liquid damage or physical damage. The Apple iPhone 5S must also have the “find my iPhone” feature disabled. T-Mobile recommends that Ms. [redacted] return the equipment via a traceable carrier and request a tracking number when shipping. 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. William BExecutive 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 concerns that Ms. [redacted] may have experienced regarding her service. 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.
Please note that T-Mobile records confirm that in Ms. [redacted]’s area, there are currently modernizations efforts underway with known outages. T-Mobile appreciates Ms. [redacted]’s patience as these updates to enhance the network are taking place.
As a one-time courtesy and in an effort to amicably resolve this matter, on June 5, 2017, T-Mobile issued a credit equal to one month of service in the amount of $60.00 leaving the account with a credit balance of $60.00. 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.
Chris L[redacted]
Executive Response

July 24, 2017FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 To Whom It May Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 11, 2017,...

regarding the above-referenced account.  Please be advised that T-Mobile has made attempts to contact Mr. [redacted] which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets any concerns regarding our JUMP! program.  T-Mobile records indicate Mr. [redacted] purchased an Apple iPhone 5s handset for his mobile number ending [redacted] using our Equipment Installment Plan (“EIP”) offering on May 3, 2015, and agreed to 24 monthly installments of $22.91.  Additionally, our records indicate Mr. [redacted] enrolled his mobile number ending [redacted] in our $12.00 JUMP! 2 bundle feature.  The $12.00 JUMP! 2 bundle feature provided s 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 Equipment Installment Plan (“EIP”) for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device, or the current trade-in value of the handset; whichever was higher.  On May 3, 2017, Mr. [redacted] was billed the final monthly installment for his above device, and therefore the associated EIP loan was closed as paid in full.  Since Mr. [redacted] paid for the full cost of the device and completed the EIP loan, he is no longer eligible to participate in the JUMP! program as there is no longer a balance to be waived.  However, Mr. [redacted] may be eligible for a trade in credit when trading in his fully paid off iPhone 5s device when purchasing new equipment through our Handset Upgrade program.    Further, on the same day, or records indicate Mr. [redacted] purchased an Apple iPhone 7 128 GB handset using EIP, wherein he paid a down payment of $125.99, and agreed to 24 monthly installments of $26.00.  It is important to note that Mr. [redacted]’s above purchase did not have a trade-in handset associated with it.  T-Mobile would like the opportunity to resolve this matter amicably with Mr. [redacted].  Unfortunately, without speaking to Mr. [redacted] we are unable to fully address his concerns.  Therefore, Mr. [redacted] may contact me at the number below to further discuss his concerns.  My hours of operation are Tuesday through Saturday from 8AM to 4:30PM Mountain Time.  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.Ronnie A[redacted]Executive Response

October 17, 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 October 13, 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 regrets that Ms. [redacted] has chosen another wireless provider and that there are concerns regarding the billing on the account.  T-Mobile records indicate that the account was activated on August 19, 2016 with mobile numbers ending in [redacted], [redacted] and [redacted].  Additionally, T-Mobile records reflect that on August 30, 2016 the mobile numbers ending in [redacted] and [redacted] were cancelled when they were ported to another wireless service provider. 
 
Please be advised that as T-Mobile bills for services in advance, on August 20, 2016 the billing statement issued on the account reflected charges for services from August 20, 2016 through September 19, 2016 totaling $174.62.  As the mobile numbers ending in [redacted] and [redacted] were cancelled mid-cycle, when the subsequent billing statement was issued on September 20, 2016, a credit was issued to the account for unused services of $90.78.  This statement also included new charges for the mobile number ending in [redacted] totaling $27.71 creating a balance due of $83.84. 
 
T-Mobile records further reflect that on October 13, 2016 the mobile number ending in [redacted] was cancelled at Ms. [redacted]’s request.  T-Mobile records do not reflect a previous request to cancel the mobile number ending in [redacted].  As such, it is T-Mobile’s position that the balance is valid and owed.
 
However, in an effort to amicably resolve the matter, on October 17, 2016 T-Mobile issued a credit to the account for $83.84.  The account remains closed with a zero balance.  It is important to note that as the mobile number ending in [redacted] was cancelled mid-cycle, the final billing statement will not be issued on the account until October 20, 2016.  As an additional gesture of goodwill, on this date, T-Mobile will credit any final service charges on the account.  We regret any inconvenience Ms. [redacted] may have experienced as a result of 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.
 
David T[redacted]
Executive Response

January 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 January 7, 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 inconvenience that Ms. [redacted] experienced regarding her account cancellation. Regretfully, T-Mobile records confirm that no requests to cancel the service were made during the timeline as stated in Ms. [redacted]’s correspondence. Furthermore, pursuant to T-Mobile’s Terms and Conditions, only the account holder can request cancellation of their billing account. T-Mobile records confirm that on November 9, 2015, we received a payment in the amount of $240.77. Please note that on November 23, 2015, T-Mobile moved the mobile numbers ending in [redacted], [redacted] and [redacted] over to Prepaid accounts; and as a result, cancelled the above referenced account. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile has issued a credit in the amount of $59.77, equivalent to the remaining balance on Ms. [redacted]’s account. Please note that Ms. [redacted]’s account remains cancelled 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. Ruben A[redacted] Executive Response

July 4, 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 21, 2017, regarding the above-referenced account. Please be advised that the T-Mobile account holder of records is [redacted] and [redacted] has been designated an authorized user.
T-Mobile regrets any handset concerns Mr. [redacted] has experienced. T-Mobile records indicate Mr. [redacted] purchased an LG G5 handset on February 21, 2017, using our Equipment Installment Plan (“EIP”) offering. At the time of purchase, Ms. [redacted] was required to make a down payment of $48.00, and agreed to 24 monthly payments of $15.00. By purchasing T-Mobile equipment, Mr. [redacted] received a one-year Limited Warranty provided by the manufacturer of his device. During the Limited Warranty period, Mr. [redacted] is eligible to receive an advanced replacement of his device via T-Mobile’s Handset Exchange Program or a post-exchange 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. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on June 16, 2017, and June 20, 2017. Please note that Ms. [redacted] has not completed the second Warranty exchange, and it is still pending pickup, as of the date of this letter.
On June 5, 2017, Ms. [redacted] agreed to a payment arrangement of the following terms: a payment in the amount of $144.23 due on June 19, 2017, and a second payment of $144.23 due on July 3, 2017. Please note that while a payment arrangement is active, an account is temporarily ineligible to place new equipment orders, including warranty exchange and new handset orders using EIP.
Following a conversation with Mr. [redacted] on June 24, 2017, T-Mobile offered to accept the return of the LG G5 handset in like new condition, for credit of the remaining EIP balance. Additionally, T-Mobile agreed to complete a new handset purchase order using our EIP offering for an LG G6 handset, and issued a credit for the associated down payment, upgrade support fee, and taxes of the LG G6 handset, as a courtesy.
Mr. [redacted] accepted this offer. As the account was actively engaged in a payment arrangement, the agreed upon resolution will be completed on July 4, 2017, following the fulfillment of the payment arrangement. Additionally, Mr. [redacted] was advised to contact me directly, should the payment arrangement of the account be fulfilled prior to July 4, 2017, in order to complete the order for the LG G6 and return of the LG G5 handset. T-Mobile regrets any inconvenience to Ms. [redacted] and Mr. [redacted], and we appreciate the opportunity to address their 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.
Ronnie A[redacted]
Executive Response

September 30, 2015FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [redacted]Your File No.  [redacted]T-Mobile Prepaid No. [redacted]To Whom It May Concern:T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated September 29, 2015, regarding the above-referenced account.  Prepaid accounts do not require personal information such as a name to be associated with the mobile number.  In this case, the mobile number is shown as registered to [redacted]; however Mr. [redacted] was able to verify the 4 digit security code associated with the account and as such, T-Mobile was able to assist him.  We are happy to report we have resolved this matter to Mr. [redacted]’s satisfaction.T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced with the rebate for his LG Leon.  T-Mobile records confirm receipt of the rebate request on September 9, 2015, but it was declined on September 17, 2015, due to an ineligible rate plan. In an effort to amicably resolve this matter, on September 30, 2015, T-Mobile processed a $50.00 refund in the form of a Citibank prepaid refund card.  This refund card will be sent to the address provided to your agency by Mr. [redacted] within seven to ten business days.  Upon speaking with Mr. [redacted], he accepted this as 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 [redacted]Very truly yours,T-MOBILE USA, INC.Zachary S[redacted]Executive Response