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]

March 23, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]...

[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 22, 2016, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] M. [redacted], and that she has designated [redacted] as an authorized user of the account.
T-Mobile is pleased to advise that we have contacted Mr. [redacted] and resolved the matter to his satisfaction.
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 device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile will provide Mr. [redacted] with a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that Mr. [redacted]’s 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.  If the Limited Warranty period has expired or upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. 
With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained physical damage, which is not covered under the warranty.  Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam.  Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets.  A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of the exchange.  This information is also in the users’ manual and in the material that accompanies the replacement handset.  Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed.
Nevertheless, in an effort to amicably resolve the matter, on March 23, 2016, upon speaking to Mr. [redacted], T-Mobile applied a credit in the amount of $430.40 towards the account for the aforementioned out-of-warranty fee and applicable tax.  Pursuant to our conversation, Mr. [redacted] has confirmed that the matter is resolved and he has no further concerns.  Ms. [redacted]’s account remains active with a zero balance.  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.
Brandon M[redacted]
Executive Response

April 19, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 5, 2018, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.T-Mobile regrets any inconvenience to Ms. [redacted] regarding her promotion concerns. The promotion that Ms. [redacted] is referring to in the letter to your office is our 2018 Q1 Apple BOGO offer.  New and existing postpaid customers who buy an iPhone 7, 7 Plus, 8, 8 Plus, or X can get another iPhone 7, 7 Plus, 8, 8 Plus, or X, of equal or lesser value, at no cost via a one-time rebate; please note the maximum rebate is $700.00.  As can be expected, several requirements must be met in order to qualify for this offer.On February 26, 2018, records indicate that Ms. [redacted] ported in two lines of service and was subscribed to the T-Mobile ONE rate plan.  Further records indicate that, on February 26, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Apple iPhone 8 64GB handsets.  Please be advised that Ms. [redacted] traded in a device with an IMEI [redacted]. T-Mobile has no record of this device being returned to our warehouse which disqualifies Ms. [redacted] to our BOGO promotion. T-Mobile regrets any inconvenience to Ms. [redacted]. However, in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile provided a $700.00 rebate on April 8, 2018. Ms. [redacted] should allow up to three business days to receive the funds into her bank 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.Vanessa C[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 15, 2016, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction. T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to her handset replacement. T-Mobile records indicate that on December 15, 2014, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Sony Xperia Z3 handset and a Samsung Galaxy Avant handset. At the time of Ms. [redacted]’s purchase, she was not required to make a down payment for either handset; however, she agreed to pay $70.73, which is for the taxes on the full retail price of both handsets. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $26.25 for the Sony Xperia Z3 and $9.60 for the Samsung Galaxy Avant, which appeared on the first bill following the purchase of the device. T-Mobile records confirm that at the time of purchase, Ms. [redacted] added the JUMP! 2 Bundle feature to her mobile number ending in 6080. The JUMP! 2 feature provides Ms. [redacted] 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 her 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. It is important to note that all enrolled customers receive an informational packet from Assurant Solutions Inc., the provider of Ms. [redacted]’s insurance, detailing their terms and conditions as well as any deductibles required at the time of an insurance claim. On March 28, 2015, Ms. [redacted] processed an insurance claim for her non-working handset, through Assurant Solutions, Inc. At the time of Ms. [redacted]’s claim, she was required to pay a deductible of $175.00, and a replacement Sony Xperia Z3 handset was mailed to her. T-Mobile records indicate that on January 4, 2016, Ms. [redacted] filed a claim with Assurant Solutions, Inc. for the Sony Xperia Z3, citing physical damage to the LCD screen. Unfortunately, Ms. [redacted] did not complete the claim by making payment for the $175.00 deductible, but instead disputed the deductible, stating that she was not aware of the deductible prior to the call. Therefore, no replacement handset was sent to her. It is T-Mobile’s position that Ms. [redacted] was made aware of the deductible prior to the second claim that was processed, and deems the deductible as valid and owed. Nevertheless, as a courtesy to Ms. [redacted], and in an effort to amicably resolve the matter, on January 11, 2016, T-Mobile applied a courtesy credit of $168.02, to Ms. [redacted]’s T-Mobile account balance, for the billing cycle charges from November 17, 2015, through December 16, 2015, reducing the account to a zero balance. Ms. [redacted] may complete her claim and pay the $175.00 deductible, by contacting Assurant Solutions, Inc. at, 866-866-6285. It is important to note that by purchasing T-Mobile equipment, Ms. [redacted] received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, Ms. [redacted] was eligible to receive an advanced replacement of their 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 November 19, 2015, for her Samsung Galaxy Avant handset, on the mobile number ending in [redacted]. As Ms. [redacted] did not have insurance on the mobile number ending in [redacted], she was required to pay a service warranty processing fee, in the amount of $20.00, plus applicable taxes, which was charged on the following billing cycle, dated December 17, 2015. In an effort to amicably resolve the matter, on January 3, 2016, T-Mobile applied a courtesy credit of $20.00 to Ms. [redacted]’s account. Additionally, T-Mobile applied a courtesy credit of $105.60 to Ms. [redacted]’s remaining EIP balance on the Samsung Galaxy Avant, reducing the EIP to a zero balance. Ms. [redacted] has accepted this as a resolution to her concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

September 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 September 10, 2016, regarding the above-referenced account. 
 
T-Mobile regrets that Ms. [redacted]’s rebates were delayed.  On August 19, 2016, Ms. [redacted]’s rebate request was approved.  Please be advised that the rebates are processed by Citibank, a third party vendor.  Unfortunately, there was a delay with Citibank processing the rebates and the rebate may take up to three weeks for delivery.  At this time, T-Mobile is not able to expedite the shipping as it is not being shipped directly from T-Mobile. We regret any inconvenience that this may cause.  Ms. [redacted]’s rebate has been shipped and should arrive no later than September 20, 2016.
 
T-Mobile appreciates Ms. [redacted]’s business and we regret any inconvenience that she may have experienced with the processing of her rebate.  As a gesture of goodwill, on September 15, 2016, T-Mobile issued a $200.00 credit to Ms. [redacted]’s account, which leaves a $200.00 credit balance.  Please be advised that Ms. [redacted]’s billing statement that will be dated September 13, 2016 will not reflect this credit as the credit was issued to the account after the billing cycle closed on September 13, 2016 and her account is currently in the process of producing the billing statement.  However; the $200.00 credit impacted Ms. [redacted]’s balance and her account currently reflects a $200.00 credit 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.
 
Ally Y[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]

January 24, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence January 11, 2018, regarding the above-referenced file number.
T-Mobile regrets any equipment and service concerns Mr. [redacted] has experienced. Please note that Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Mr. [redacted]’s account confirms that on December 26, 2017, we received a request for a Mobile Device Unlock for the Samsung Galaxy S8 Plus device used on mobile number ending in 4555. However, at that time, the device was not eligible for a Mobile Device Unlock as there was a balance owed on the Equipment Installment Plan associated with the device.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with our retail location and Customer Care.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ruby Q[redacted]
Executive Response

July 12, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 29, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], we have confirmed that [redacted] and [redacted] are the same person. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.     T-Mobile regrets any inconvenience Ms. [redacted] has experienced regarding the closure of her Apple iPhone 7 device’s Equipment Installment Plan.  T-Mobile records confirm that Ms. [redacted] has returned the Apple iPhone 7 device to our office as previously requested.  On July 3, 2017, T-Mobile closed the EIP for the Apple iPhone 7 device and adjusted the previously billed EIP charges for the equipment.   T-Mobile contacted Ms. [redacted] in effort to amicably resolve this matter, and advised that the EIP has been closed and adjusted in full.  As an additional courtesy T-Mobile adjusted the current charges due in the amount of $218.01, following this adjustment the account currently reflects a zero dollar balance.  Pursuant to the subsequent phone conversation Ms. [redacted] advised this matter is resolved.  T-Mobile regrets any inconvenience to Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jamen F[redacted] Executive Response

June 6, 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...

May 25, 2016, regarding the above-referenced file number. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that [redacted] is not an authorized user on the account which is associated with the mobile number he provided. The account holder of record may add Mr. [redacted] to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, he may have one of the authorized users on the account contact me at the number below to discuss this matter further. 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. Zachary S[redacted] Executive Response

March 2, 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 February 24, 2016 regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted], and that [redacted] is not an authorized user of the account. Upon speaking with Ms. [redacted], she stated she was the account holder and provided me with permission to discuss her account details with Ms. [redacted]. T-Mobile regrets any continued concerns Ms. [redacted] has experienced regarding our handset promotions. We 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 contact with our sales office or customer care. As previously advised, on September 25, 2015, Ms. [redacted]’s trade-in AT&T Samsung Nexus S device was not eligible for trade-in credit but it did qualify Ms. [redacted] for the monthly promotional credits of $7.00 for the mobile number ending in [redacted]. Our records confirm Ms. [redacted] received the promotional credits on October 2, 2015, December 8, 2015, December 13, 2015, January 18, 2016, and February 16, 2016. It is T-Mobile’s position that Ms. [redacted] is being provided with the adequate credits per the promotional guidelines. On February 25, 2016, T-Mobile emailed Ms. [redacted] a copy of our JUMP! On Demand iPhone 6S Updated promotional flyer so that she may read the promotional guidelines. On February 26, 2016, T-Mobile sent another email explaining that the eligible trade-ins for additional credit are the following: • Monthly Equipment Installment Plan, (“EIP”) payment of $15.00 or less: All devices with a trade-in value of $90.00-$179.00 • Monthly EIP payment of $10.00 or less: All devices with a trade-in value of $180.00-$270.00 • Monthly EIP payment of $5.00 or less: All devices with a trade in value of $271.00 or above. For example, the trade-in value of an iPhone 6 is $271.00 and customers would receive the $7.00 promotional monthly bill credit plus a $15.06 additional promotional credit and would pay $4.94 for their monthly EIP. Some of the eligible devices are the iPhone 6, iPhone 6 Plus, Galaxy S6, and S6 Edge Plus. As stated in our previous response to your office, Ms. [redacted]’s trade-in of an AT&T Samsung Nexus S did not qualify her to receive any additional promotional credit. In an effort to amicably resolve this matter, on March 1, 2016, T-Mobile offered Ms. [redacted] a $25.00 courtesy credit to her account for any misunderstanding. T-Mobile is awaiting Ms. [redacted]’s email response to accept the credit and she may also contact me at the number provided below by April 2, 2016 to accept this offer. T-Mobile respectfully declines to provide further monthly promotional credits for the iPhone 6S Updated promotional offer. 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. Leah T[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 partially satisfactory to me. I have a functional phone again, but the problem with T-Mobile's customer support being constantly unable to do much of anything still stands. It took someone in the President's office to resolve this issue after dozens of hours of trying to get any kind of solution for nearly two years. The whole ordeal makes me hate to call on their support for any problems, as I have no faith they will be able to do anything, will follow up on the things they say they will, or will make the account changes that are claimed to have been made. They are perfectly willing to take my money every month for a service, but are of little help when I have an problem with that service. They made it sound like honoring the conditions that I signed up for and was promised was a huge favor for me, after admitting that they were wrong on a number of occasions. I am actively looking for alternative providers, but I will not follow through with any further legal actions for this issue. I still remain a dissatisfied customer from my treatment, but I'm tired of dealing with them about my account or this phone.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:I have a diferent version from their representative Who make those Offer He come to my office .I never Aproach to any of the retailer
but he said the were reaching to  business thats when we offer ""FREE TABLETS"" he never mentioned  there will be a monthly charge   thies is the word he use == If you dont use it right now  you can have  baclstck or seller as you wish  its your for free  no commitment . ===  and they dont even know who was the representative  who made this  requested  thats  unbeliveable how they do business. ,  they did try to reach me  but unfortinately, I was in a meeting.  and I ttry to reach them back the followng day but there was no answefr for the person 
handling this case call few times during the day and no luck,  so I ended up sending an email   wich took a day or two answer  and response I got that she was out  until the 23rd  of november.
mean time I got huge bill for $5162.51,
All I request was a time where she can call me an I can wait for he rto call.
Sincerely,[redacted]

Tell us why here... February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 29, 2018, regarding the above-referenced account.  T-Mobile is sorry to have lost Mr. [redacted] as a customer and regrets any concerns he may have in regards to his T-Mobile account and returning his devices.  T-Mobile records confirm that Mr. [redacted]’s account was activated on November 15, 2017, and subsequently canceled on November 18, 2017, when his numbers ending in 1000 and 4336 were ported out to another provider.On November 18, 2017, one of the two LG V30 devices Mr. [redacted] mentions in his letter to your office was marked as returned and refunded appropriately.  Unfortunately, due to an inadvertent error, the second LG V30 device was not marked as returned and therefore it was charged to Mr. [redacted]’s December 17, 2018, final billing statement in the amount of $690.00.However, on January 29, 2018, T-Mobile was able to confirm that we received Mr. [redacted]’s equipment and we refunded the payment he made at the point of sale.  We have also taken care of the charges associated with Mr. [redacted]’s order and these charges will be credited to his account by the end of his next bill cycle, which should reduce his account to a zero balance.  We regret any inconvenience to Mr. [redacted].  Should Mr. [redacted] have any questions or concerns regarding the February 16, 2018, revised billing statement he may contact me directly at the number listed below.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Daniel R[redacted]Executive Response

June 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 June 20, 2017, regarding the above-referenced account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns Ms. [redacted]’s has continued to experience regarding the price of her rate plan. T-Mobile contacted Ms. [redacted] on June 27, 2017, and pursuant to the phone conversation, T-Mobile advised Ms. [redacted] that we have agreed to honor the promotion she was receiving on her prior account to ensure her rate plan charges will be $110.00 per month for three lines before AutoPay. T-Mobile further advised that a credit of $110.00 was applied on June 20, 2017, to cover the cost of the [redacted] line since account activation on April 10, 2017.
T-Mobile records confirm that the June 10, 2017, billing statement reflected current charges due in the amount of $110.00 and this included a bill credit of $45.00 for the line ending in [redacted]. T-Mobile will further monitor the account for the next billing statements to ensure Ms. [redacted]’s account is receiving appropriate bill credits so that she may enroll her account into AutoPay services. As an additional courtesy, T-Mobile has applied an additional credit of $40.00 for the $10.00 Ms. [redacted] account is currently not receiving in AutoPay discounts since activation on April 10, 2017. Following this adjustment, the account currently reflects a credit balance of $40.00 which will apply towards future bill charges. 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.
Jamen F[redacted]
Executive Response

February 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 February 4, 2017, regarding the above-referenced account. We are pleased to advise that we have contacted Mr. [redacted] and resolved the matter ton his satisfaction.
We regret any concerns Mr. [redacted] has experienced regarding charges on his T-Mobile bill for an unused line of service. Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). T-Mobile records confirm that, on June 25, 2015, the mobile internet (“MI”) line ending in [redacted] was activated; however, the first notice that T-Mobile received regarding a dispute of this feature and associated charges was on February 2, 2017. As this is beyond the dispute period, it is T-Mobile’s position that the charges are valid. Furthermore, pursuant to Mr. [redacted] request, on February 8, 2017, the MI line ending in [redacted] was cancelled.
However, upon speaking to Mr. [redacted] and in an effort to amicably resolve the matter, on February 9, 2017, T-Mobile agreed to apply a credit in the amount of $418.00 toward Mr. [redacted] account which is equivalent to the total charges associated with the MI line ending in [redacted] from the time of activation. Mr. [redacted] account remains active with a credit balance of $418.00.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] contact with our Customer Care. We regret 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.
Brandon M[redacted] Executive Response

February 23, 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 February 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. T-Mobile records confirm that on August 22, 2016, Mr. [redacted] activated a mobile internet line ending in [redacted] under a Simple Choice No Credit account. Please note that Simple Choice No Credit accounts require that customers have paperless billing; however Mr. [redacted]’s mobile internet line cannot receive text messages to receive his temporary password for T-Mobile.com to create his online account. Therefore, Mr. [redacted] is not receiving his monthly statements.
In an effort to amicably resolve this matter, on February 16, 2017, T-Mobile has zeroed out the balance and the account is currently not in collections.
T-Mobile would love to keep Mr. [redacted] as a customer; therefore he is welcome to contact me via email or at the number below if he wishes to discuss reactivating service or converting the account to a prepaid 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.
Chris L[redacted]
Executive Response

November 2, 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 25, 2016, regarding the above-referenced account.  Please be advised that T-Mobile was able to reach Mr. [redacted] on November 2, 2016 although he informed us that he was unable to speak with us. At this time, we respond to both your and Mr. [redacted] with this letter.
 
T-Mobile regrets that Mr. [redacted] has been unable to reach our office; please note that we have not received a voice message from him.  If Mr. [redacted] calls the number below and we are not available, we request that he leave a voice message with his T-Mobile mobile number and a number where he can be reached so that we can ensure that his call is returned promptly.  We also regret that his handset concerns have not been resolved to his satisfaction at this time.
 
T-Mobile records confirm that we last placed a handset exchange order for Mr. [redacted]’s non-working Samsung Galaxy S7 EDGE handset on September 30, 2016 and the replacement handset was delivered to a retail location on October 20, 2016; due to an equipment backorder.  Our records from October 22, 2016 show that the handset exchange order was cancelled because Mr. [redacted]’s handset had physical damage, which voids the limited warranty.   Mr. [redacted] was advised to contact Assurant to file a claim although the claim with them although the claim was denied by them.
 
Mr. [redacted]’s mobile number ending in 6290 subscribes to the optional Premium Handset Protection (“PHP”) for $10.00 per month.  If Assurant would have approved a claim for the Samsung Galaxy S7 EDGE handset, the cost of the deductible is $175.00.  In an effort to assist Mr. [redacted] with replacing his handset, we can offer to send a replacement Samsung Galaxy S7 EDGE handset to Mr. [redacted] for $175.00, which is the same cost he would pay to file a claim with Assurant.  Mr. [redacted] may then return his non-working handset to my attention.
 
In the alternative, if Mr. [redacted] believes that the damage to his handset was caused as a result of a manufacturing flaw, he may contact Samsung directly at (888) 987-4357.  Samsung should be able to take the phone in for inspection to validate if the damage to the handset was a result of a manufacturing flaw or a result of physical damage caused by the user of the handset. 
 
T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced 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.
 
Ally Y[redacted]
Executive Response

January 3, 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 December 27, 2016, regarding the above-referenced account number. T-Mobile has attempted to reach Ms. [redacted] but unfortunately we have been unsuccessful in our attempts. Therefore, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter T-Mobile regrets any concerns Ms. [redacted] has in regards to T-Mobile account and her experience with our Customer Care. 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 on December 14, 2016, Ms. [redacted] remitted a payment in the amount of $1,265.40 to pay off equipment she purchased on our Equipment Installment Plan (“EIP”) program. However, on December 21, 2016, the equipment order was canceled and new equipment was ordered. As such the original EIP charges on Ms. [redacted]’s account were waived and T-Mobile requested a refund for the $1,265.40 payment which can typically take up to ten business days to be approved. Due to an inadvertent error the refund request was declined on December 22, 2016, and on December 23, 2016, a new credit card refund was submitted. On December 27, 2016, the refund request was approved for an over payment of $1,150.00, leaving $115.40 paid for Ms. [redacted]’s December 5, 2016, billing statement. The $1,150.00 refund can take up to one to three business days to appear on Ms. [redacted]’s credit card ending in [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. Daniel R[redacted] Executive Response

I spoke over the phone to Leah T[redacted] (T-Mobile executive) and after we went thru several of the issues in my account, she said that she would email me all what we discussed in order to make sure that we agree on the changes she would place.  
 
Since my conversation with her, I never received that email with the resolution and also I am still being charged $1265.86 as of today.
 
I have tried reaching Leah T[redacted] to the phone number she left without success.
 
Please re-open this complaint until it is solved.
 
Best,
 
[redacted]

May 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 May 10, 2017, regarding the above-referenced account. We are pleased to advise that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets the concerns that Ms. [redacted] may have experienced with the cancellation of her account and refund. Our records reflect that Ms. [redacted] activated her service on April 15, 2017, with two lines of service. Ms. [redacted] was subscribed to the 2 Lines T-Mobile ONE All In Promo for $110.00 taxes included. Additionally, she subscribed to T-Mobile ONE plus feature for $5.00 on each line and the JUMP! feature on line ending in [redacted].
Pursuant to Ms. [redacted]’s request, T-Mobile closed her account on April 22, 2017, within the buyer’s remorse period and Ms. [redacted] returned her equipment to the T-Mobile retail location. 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 return of Ms. [redacted]’s equipment, she was charged a $50.00 restocking fee on April 22, 2017.
T-Mobile records confirm Ms. [redacted] did make a payment in the amount of $50.00, on April 15, 2017, via electronic check as a prepayment. Ms. [redacted] was set up on auto payment with her checking account ending in 0192. Therefore, T-Mobile drafted a payment for Ms. [redacted]’s first billing statement dated April 17, 2017, in the amount of $118.99 on May 7, 2017. However, due to an inadvertent billing error, T-Mobile drafted a second payment in the amount of $118.99 on May 8, 2017, for total auto payment draft of $237.98.
Our records confirm that T-Mobile has refunded the second payment of $118.99 on May 11, 2017. Upon speaking with Ms. [redacted], she has confirmed that the refund has been received in her bank account in the amount of $118.99. T-Mobile has also issued a refund of $118.99 for the payment remitted on May 7, 2017. This was done by our Customer Care team on May 15, 2017, please note the refund is being sent via a prepaid card and should be received within ten business days.
Upon speaking with Ms. [redacted] on May 16, 2017, in an effort to resolve her concerns, T-Mobile has issued an additional refund in the amount of $85.00. Please note this refund consisted of Ms. [redacted]’s prepayment of $50.00 posted on April 15, 2017, and an overdraft fee of $35.00 charged due to T-Mobile’s administrative billing error. This is being refunded via prepaid card and should be received within ten business days. Please note Ms. [redacted]’s account reflects a zero balance with no monies owed to T-Mobile. T-Mobile regrets an 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.
Sharon B[redacted] Executive Response