T-Mobile Usa Inc

April 25, 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 12, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted] on April 13, 2017, April 14, 2017, April 18, 2017, April 19, 2017, and April 20, 2017, which have proven unsuccessful. As such T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter
T-Mobile sincerely regrets any inconvenience Ms. [redacted] experienced while upgrading her device utilizing the JUMP! feature. T-Mobile records show that on April 10, 2017, Ms. [redacted] contacted Customer Care and purchased an iPhone 7 Plus Silver 128 GB device on Equipment Installment Plan through our JUMP! Upgrade program. Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.
T-Mobile records further reflected that Ms. [redacted] contacted Customer Care on April 11, 2017, to advise the order placed on April 10, 2017, was for the wrong color device. T-Mobile records indicate that on April 12, 2017, a new order was placed for Ms. [redacted] for an iPhone 7 Plus Red 128GB device. T-Mobile records further show this device was delivered on April 13, 2017.
T-Mobile records further confirm that the original order for the iPhone 7 Plus Silver device is currently being held at a UPS access point and if the equipment is not picked up by April 25, 2017, the order will cancel and the device will be returned to T-Mobile. There is no further action needed by Ms. [redacted] to return the original order and the new order placed on April 12, 2017, will not impact Ms. [redacted]’s ability to use the JUMP! upgrade feature in the future. T-Mobile regrets any inconvenience caused to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

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

receipt of your correspondence dated February 25, 2016, regarding the above-referenced prepaid number. We are glad to report that upon speaking with Mr. [redacted] he confirmed that his concerns have been resolved to his satisfaction. We are sorry to lose Mr. [redacted] as a customer and we regret any concerns he had with his prepaid account balance status. Mr. [redacted] activated his prepaid account on January 11, 2014, with mobile internet line ending in [redacted] and selected T-Mobile’s Web Connect rate plan which provides an affordable service for customers for low or occasional use and is intended for occasional on-the-go data connections. Further review confirms that Mr. [redacted] account was receiving the benefit of T-Mobile’s Free Data for Life promo. The Free Data for Life promo provides Mr. [redacted] with 200 MB of capped high-speed data which automatically renews every 30 days as long as he remains eligible. In the event customers require more data, they also have the option to purchase data passes. On January 19, 2014, Mr. [redacted] purchased a $25.00 data pass. T-Mobile records confirm that Mr. [redacted] prepaid account currently reflects a balance in the amount of $15.00, for the remaining balance for his data pass purchase. While we do regret any concerns, it is important to note that prepaid service is non-refundable and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons. Nevertheless, in an effort to amicably resolve this matter, on March 2, 2016, T-Mobile canceled Mr. [redacted] mobile internet line ending in [redacted] and processed a refund in the amount of $15.00 for the outstanding account balance. The refund will be delivered in the form of a prepaid card and pursuant to Mr. [redacted] request the refund will be mailed to the address Mr. [redacted] provided in his correspondence to your office. It is important to note that it may take seven to ten business days for the prepaid refund card to be delivered. Mr. [redacted] accepted T-Mobile’s offer as full resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Taylor B[redacted] Executive Response

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

receipt of your correspondence dated October 12, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding coverage. In Mr. [redacted]’ correspondence, he indicated that he has been experiencing issues with the coverage he receives for approximately ten months. It is important to note that there are several factors and conditions that can affect service quality and availability, and regrettably, T-Mobile is unable to guarantee coverage in all locations. T-Mobile has reviewed the coverage at Mr. [redacted]’ billing address, and confirmed that he is located in an area of very good in-home 4G LTE coverage. However, Mr. [redacted] is located in an area of congestion. This means that during peak times, Mr. [redacted] may experience connectivity issues. Our engineering team will continue to monitor the area and work towards future resolution. In Mr. [redacted]’ correspondence, he indicated that he has been unable to utilize his T-Mobile service. A review of Mr. [redacted]’ account indicates that over the past three months of service, his line of service ending in [redacted] has used a monthly average of 3,993 minutes, 602 messages, and 8,909.39 megabytes (“MB”) of data. This indicates that Mr. [redacted] has been able to successfully use his T-Mobile service. However, in an effort to amicably resolve Mr. [redacted]’ concerns, on October 18, 2016, T-Mobile issued a credit to his account in the amount of $143.39 for the current balance owed. Mr. [redacted]’ account remains active, with a zero balance at this time. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Chris P[redacted] Executive Response

Revdex.com:
I am happy that the issue was resolved.
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 2, 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. T-Mobile regrets any inconvenience to Ms. [redacted] regarding T-Mobile’s 2016 Magenta Port-In and Trade-In offer. Please be advised that from November 24, 2016 through December 21, 2016, T-Mobile offered the 2016 Magenta Port-In and Trade-In offer. New customers could port-in their mobile number, trade-in their fully paid off device (from anay carrier), and purchase a phone or tablet under our Equipment Installment Plan (“EIP”) with our T-Mobile ONE or a qualifying Simple Choice Unlimited rate plan and receive a $200.00 prepaid MasterCard per mobile number ported-in via mail. If the new customer could trade-in their fully paid off device (from any carrier), they could use the device under their new T-Mobile postpaid service and still qualify to receive a monthly promotional bill credit of $10.00 per ported-in line for a period of 20 months. There are several eligibility requirements for this offer and a review of Ms. [redacted]’s account confirms that she is eligible for the 2016 Magenta Port-In and Trade-In offer to receive five monthly promotional bill credits of $10.00 for a period of 20 months. To receive the promotional bill credits, Ms. [redacted] is required to submit for the rebate on www.T-Mobile.com/promotions using the code 16BYOD within 30 days of activation. Please allow up to two billing cycles for the promotional bill credits to reflect on Ms. [redacted]’s account. Regarding Ms. [redacted]’s concerns of new equipment order, we reviewed Ms. [redacted]’s account and confirm that on December 13, 2016, an in-store equipment order was processed but due to an inadvertent error the order was not completed. As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on December 29, 2016, we assisted Ms. [redacted] to complete new equipment order under our EIP for one iPhone 7 Plus Rose Gold 128 gigabytes (“GB”) handset under mobile number ending in [redacted]. Please be advised that Ms. [redacted] agreed to remit a down payment of $604.71 which will reflect on her following billing statement dated January 8, 2017, and accepted 24 monthly installments of $13.50 with the purchase of the iPhone 7 handset. We appreciate Ms. [redacted]’s willingness to resolve this issue. 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

August 5, 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 July 25, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns that Ms. [redacted] has experienced with her account with regards to the Mobile Device Unlock request for her handset.  Please be advised that Mobile Device Unlocks are available to customers who meet our eligibility requirements.  A review of Ms. [redacted]’s account confirms that on July 13, 2017, we received a request for a Mobile Device Unlock for the device used on the mobile number ending in [redacted].    Please note that Ms. [redacted]’s account is eligible to receive a Mobile Device Unlock for her device.  As such, on July 16, 2017, T-Mobile emailed Ms. [redacted] with the Mobile Device Unlock instructions needed to unlock her device.   On July 28, 2017, we spoke to Ms. [redacted] and advised we could assist her further with completing the Mobile Device Unlock instructions at the retail store. Ms. [redacted] may visit the retail store should she need more assistance.  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.   Belen L[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Even though the statement that my husbands credit card has never been charged is not correct, the outcome (refund of unauthorized charge to my t-mobile account) did resolve the issue.
Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:  I appreciate the credit and removal of the lease from my account. However, there are charges that have been incurred that are greater than the $336.00 offered.  I am seeking an additional credit of $120.00
Sincerely,
[redacted]

January 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] and [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 6, 2017, regarding the above-referenced account. We are pleased to inform you that T-Mobile has addressed Mr. [redacted]’s concerns to his satisfaction. We regret any continued concerns to Mr. [redacted] regarding our device and rate plan promotions and we appreciate the opportunity to address them. Our 2016 Friends and Family 2 Lines On Us promotion from November 18, 2016, to November 22, 2016, provided eligible customers who have or activated two voice lines on T-Mobile ONE or Simple Choice rate plans could get up to two additional lines for free. Customers would get monthly credits for the cost of up to two lines activated during the promotional window for the lifetime of the lines when they pay for service on at least two voice lines on the account. Our records have confirmed Mr. [redacted] has two active T-Mobile accounts. On November 22, 2016, Mr. [redacted] activated two new lines of service with mobile number ending in [redacted] and [redacted] under account number [redacted]. As such, both new lines of service will be eligible to receive the monthly credits of $10.00 each to cover the monthly cost under our 2016 Friends and Family 2 Lines On Us offer. On Mr. [redacted]’s account number [redacted], we confirmed that on November 22, 2016, the mobile number ending in [redacted] and a Mobile Internet line of service ending in [redacted] were activated. The Mobile Internet line ending in [redacted] was placed on our T-Mobile ONE Tablet rate plan while the voice line ending in [redacted] was added to Mr. [redacted]’s existing Simple Choice Family voice plan. As such, Mr. [redacted] was also eligible for our 2016 Friends and Family 2 Lines On Us promotion for the additional lines of service. However, the eligible bill credit for a Mobile Internet line can be up to a maximum of $25.00 which would not cover the entire cost of Mr. [redacted]’s Mobile Internet line service. In order to resolve Mr. [redacted]’s concerns, on December 27, 2016, the Mobile Internet line ending in [redacted] was converted into a voice line so that it meets the eligibility under the promotion. It is important to note, Mr. [redacted]’s accounts have met the qualifications for our 2016 Friends and Family 2 Lines On Us promotion and will receive the monthly credits as stipulated in the offer. However, the monthly credits take two billing cycles to begin impacting Mr. [redacted]’s accounts. In Mr. [redacted] case, his billing cycle on both accounts runs from 2nd of the month and close on the first of the following month. As the new line activations took place on November 22, 2016, which was during the billing cycle from November 2, 2016, to December 1, 2016, the promotional monthly credits will not appear until after Mr. [redacted]’s billing cycle closes on February 1, 2017. Nonetheless, T-Mobile will follow up on both of Mr. [redacted]’s accounts after his February 2017 bill cycle closes to ensure the promised credits are applied. In our previous response to Mr. [redacted]’s concerns, we also pointed out the qualifications for our 2016 Fall LG Smartphone Offer. The 2016 Fall LG Smartphone Offer from October 21, 2016, to November 29, 2016, customers who signed up for either our new T-Mobile ONE or already had a qualifying rate plan and purchase a qualifying LG device on our Equipment Installment Plan (“EIP”) would receive a discount on the device via monthly bill credits. Also, the LG G Pad On Us entails that from November 24, 2016, to November 29, 2016, customers who sign up for a 6 GB or higher Mobile Internet plan can get a free LG G Pad X or G Pad F when purchasing on EIP via monthly credits. T-Mobile records indicate on November 29, 2016, Mr. [redacted] took advantage of our EIP program and purchased an LG G Stylo 2 Plus handset and an LG G Pad X tablet. Mr. [redacted] remitted payments of $18.00 toward the LG G Stylo 2 Plus device and $48.00 toward the LG G Pad X tablet as down payments. After further review, it is T-Mobile’s position that Mr. [redacted]’s ineligibility for our LG G Pad On Us promotion was not related to his rate plan, but because offers could not be combined. We regret any confusion our promotional offers have caused. Our records confirm T-Mobile is in receipt of Mr. [redacted]’s devices and on January 5, 2017, T-Mobile closed the EIP balances associated with the devices returned and will process a refund of $48.00 for the LG G Pad X and $18.00 for the LG G Stylo 2 Plus device within ten business days. However, Mr. [redacted] felt he could have kept the LG G Stylo 2 Plus device as he was receiving the promotional monthly credits. In an effort to resolve Mr. [redacted]’s concerns regarding this matter, on January 12, 2017, T-Mobile provided Mr. [redacted] with a new LG G Stylo 2 Plus device at no additional cost. Additionally, in an effort to resolve Mr. [redacted]’s concerns regarding our 2016 Fall LG Smartphone Offer T-Mobile applied the following credits: $40.07 credit for prorated charges on the line of service ending in 2266; a credit of $8.00 for monthly EIP associated to the LG G Pad tablet as well as $1.33 for the monthly EIP for the LG G Stylo device; and two $10.00 credits for a total of $20.00 as courtesy for the lines of service ending in[redacted] and 7422. Please note these credits posted to Mr. [redacted]’s account number [redacted]. For Mr. [redacted]’s account number [redacted], on December 19, 2016, T-Mobile applied two $10.00 credits for a total of $20.00 for the lines of service ending in [redacted] and [redacted] to cover the cost of their respective monthly charges as a courtesy. Mr. [redacted] accepted the credits and the free device as resolution to his concerns. Mr. [redacted]’s account number [redacted] remains active with a revised balance of $214.33 and account number [redacted] remains active with a revised balance of $210.27. 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. Sal O[redacted] Executive Response

October 27, 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 October 14, 2017, 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 her concerns within this letter.
We regret any inconvenience to Ms. [redacted] regarding her device’s functionality and our Handset Exchange Program. T-Mobile appreciates the opportunity to address Ms. [redacted]’s concerns.
T-Mobile records indicate on April 7, 2017, Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) to purchase a Samsung Galaxy S 7 Edge 32GB Silver device priced at $480.00. Ms. [redacted] remitted a payment of $264.00 as a down payment and agreed to 24 monthly installments of $9.00 each. Although there is no insurance for the handset in question, the non-working handset may be eligible for replacement through the Limited Warranty via our Handset Exchange Program with a $20.00 plus tax Warranty fee.
As such, on October 3, 2017, Ms. [redacted] took advantage of our Handset Exchange Program and a handset replacement was ordered. On October 9, 2017, the replacement device was delivered to one of our retails stores and was ready for pick up at that time and text message notifications were sent to Ms. [redacted] to notify her of this. Regrettably, the replacement device was not picked up and as such the order was eventually cancelled and the replacement device was returned to T-Mobile. We regret any inconvenience this matter may have caused.
Nonetheless, on October 14, 2017, another handset replacement was processed for Ms. [redacted]. In an effort to ensure Ms. [redacted] received her replacement device, T-Mobile delivered the device directly to Ms. [redacted]’s address and the device was delivered on October 18, 2017. In a further effort to resolve Ms. [redacted]’s concerns, on October 18, 2017, T-Mobile applied a courtesy credit of $20.00 due to the delay in delivery of her replacement device as well as waiving the $20.00 Warranty fee. Currently, Ms. [redacted]’s account remains active with a revised balance of $64.00 due on October 28, 2017. T-Mobile regrets any inconvenience to Ms. [redacted] and we appreciate her time and efforts in resolving it.
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.
Sal O[redacted]
Executive Response

May 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 May 5, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his add-a-line. T-Mobile records confirm that on March 19, 2017, Mr. [redacted] activated a third voice line ending line [redacted] on his above-referenced postpaid account. It is important to note that Mr. [redacted]’s account is subscribed to the Two Lines T-Mobile ONE All In promotional rate plan for $110.00. As part of this promotional rate plan, add-a-lines are $45.00 per month.
Records confirm that from March 1, 2017, through March 5, 2017, postpaid customers on an eligible rate plan who have a minimum of two voice lines could activate one additional line for free, via bill credits. As Mr. [redacted] did not activate his voice line during this timeframe, his account did not qualify to receive the promotional bill credits.
Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location.

T-Mobile records confirm that Mr. [redacted]’s March 31, 2017 billing statement reflected a balance owed for the line ending in [redacted] in the amount of $13.50 for the prorated charges from March 19, 2017, through March 27, 2017, and $45.00 for the charges from March 28, 2017, through April 27, 2017. On April 4, 2017, at Mr. [redacted]’s request, T-Mobile cancelled the mobile number ending in [redacted] and applied a credit of $48.50 to Mr. [redacted]’s account.
As Mr. [redacted]’s account reflected a balance owed of $138.50, the account balance was reduced to $90.00. On April 18, 2017, T-Mobile received a payment of $90.00, reducing the account to a balance of zero. Additionally, on April 30, 2017, T-Mobile applied an additional credit of $10.00 to Mr. [redacted]’s account, bringing the account to a credit balance of $10.00.
In an effort to resolve the matter, on May 16, 2017, T-Mobile applied a credit of $21.50 to Mr. [redacted]’s account for the SIM card purchase made on the day of activation. As Mr. [redacted]’s account reflected a balance owed of $95.85, for the May 1, 2017 billing statement, the balance was reduced to $74.35. Should Mr. [redacted] wish to discuss this matter further, he may contact me at the number listed below.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response

March 13, 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]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 2, 2017, regarding the above-referenced file number. T-Mobile is pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile regrets any concerns Mr. [redacted] encountered with moving to T-Mobile. We are delighted that Mr. [redacted] would like to join the T-Mobile family. T-Mobile ran the 2017 Tax Time Switcher Offer from January 5, 2017, through February 28, 2017. Customers who’d activate a new line of service on a T-Mobile ONE rate plan or Simple Choice with Unlimited data rate plan and port-in their number would receive a mail-in-rebate of $150.00 per line. Please be advised that customers who’d activate their service after the promotion dates are not eligible to receive the mail-in-rebate.
Furthermore, in an effort to amicably resolve this matter, T-Mobile has offered to match the total value of the original offer. Mr. [redacted] may activate service with T-Mobile within the next ten business days from the date of this letter. At the time that we confirm that the lines of service are fully activated and mobile numbers are ported in, T-Mobile will send Mr. [redacted] a Prepaid MasterCard with a value of $150.00 per line activated. 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.
Mercedes V[redacted]
Executive Response

December 21, 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 3, 2017, regarding the above-referenced account.
T-Mobile regrets any continued billing concerns Ms. [redacted] has experienced. The promotion that Ms. [redacted] references in her correspondence to your office is our 2017 Q3 LG Tablet offer. From August 9, 2017, through December 14, 2017, new and existing postpaid customers who bought a new LG G6, V20, V30, or V30+ on EIP could get a new LG G Pad X 8.0 or LG GPad X2 8.0 Plus on us (via promotional EIP bill credits) when they purchase the tablet on EIP for use with a 2GB or higher Mobile Internet (“MI”) plan during the promotional period.
T-Mobile records indicate that on November 22, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two LGV30 Plus handsets at a T-Mobile retail store. At the time of Ms. [redacted]’s purchase, she was required to remit a down payment of $130.00 and agreed to a series of 24-monthly installments in the amount of $30.00 for each handset.
In addition, on November 22, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of two LG G Pad X2 8.0 devices. Ms. [redacted] was not required to remit a down payment and agreed to 24 monthly payments of $10.00. Ms. [redacted] also successfully subscribed to our Simple Choice Norther America 6GB rate plan for each line of service.
Ms. [redacted] returned one of the devices for her number ending in [redacted] per our previous correspondence. T-Mobile records confirm that Ms. [redacted]’s second LG G Pad remains active on her number ending in [redacted]. Due to an inadvertent error, the number ending in [redacted] was not enrolled into our promotional offer. T-Mobile regrets any inconvenience to Ms. [redacted].
In efforts to resolve Ms. [redacted]’s concerns, we have removed all charges for her second LG G Pad device and she will no longer see charges for this device on her future billing statements. We have also applied a $10.00 credit to the account to reimburse for the charges that have already been billed to her account, bringing the balance to $91.70.
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

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

receipt of your correspondence dated May 15, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’ concerns to his satisfaction. We are excited that Mr. [redacted] was able to take advantage of our Samsung tablet bundle promotion and regret to hear that he had any complications with the rebate submission. Starting April 6, 2016, for a limited time, customers could receive up to $200.00 off the Samsung Tab A 8.0 or the Tab S2 when they purchase select new Samsung phones and a new Samsung Tab A 8.0 or Tab S2 with our equipment installment plan (“EIP”) and add a new data line of service with at least 1 gigabyte (“GB”) of data. According to our records, on April 23, 2016, Mr. [redacted] purchased a Samsung Galaxy S7 Edge and a Galaxy Tab S2 on EIP. Mr. [redacted] added the new data line for his tablet with a 2GB data plan which qualified him for the $200.00 rebate. In order to claim the rebate, Mr. [redacted] needed to accept the promotion at www.t-mobile.com/promotions and enter in the promotional code within 30 days of purchase. We are sorry that Mr. [redacted] received any error with the site when he attempted to enter in the necessary code. Nevertheless, as Mr. [redacted] qualified for the offer and was still within the 30 day since purchase timeframe to submit rebate, upon speaking with him on May 18, 2016, we explained the promotional offer and submitted the rebate request on his behalf. Mr. [redacted] will receive the rebate as a prepaid MasterCard for up to $200.00 for the tablet within eight weeks after submission. Mr. [redacted] can track the rebate status at https://promotions.t-mobile.com/OrderSearch with tracking # [redacted]. Please note that T-Mobile presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his 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 SExecutive Response

Date Sent: 4/25/2016 6:08:50 PMApril 25, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 14, 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 her concern within this letter. T-Mobile regrets any concerns to Ms. [redacted] in regards to her handset. As previously stated in our April 13, 2016 response, T-Mobile Customer Care did perform all the possible trouble shooting along with Ms. [redacted] that were not able to fix the issue in regards to the Geofences Error code she is receiving. Thus Ms. [redacted] was shipped out two warranty exchanges on March 11, 2016, and the other on March 19, 2016. Please note that the issue Ms. [redacted] is experiencing is due to a software issue and not a T-Mobile issue. In an effort to amicably resolve this matter out of procedure to provide the UN-Carrier experience, T-Mobile agrees to exchange Ms. [redacted]’s Samsung Galaxy Note 4 to a comparable handset. Ms. [redacted] has thirty days of the date of this letter to contact me at the number below to take advantage of this offer. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

May 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 May 5, 2017, regarding the above-referenced account.
T-Mobile regrets to learn of Ms. [redacted]’s dissatisfaction with our previous response. Upon review of our records, T-Mobile has confirmed that two attempts were made to reach Ms. [redacted] at the number she provided to your office and we unfortunately were not able to reach her.
Please note that T-Mobile’s field-engineers reviewed the network nearest to Ms. [redacted]’s home and learned that things are functioning as expected save for a small amount of site congestion. It was also confirmed that enhancements were planned for the third quarter of 2017 to assist in alleviating this congestion.
Ms. [redacted]’s account was activated on March 22, 2017 and subscribed to the T-Mobile ONE Tax Inclusive rate plan for $75.00 per month which includes all applicable taxes and fees. At the time of activation, a credit of $364.09 was applied to the account per Ms. [redacted]’s request in the form of a balance transfer from her previous T-Mobile account number [redacted]. Upon review of the previous account, T-Mobile has confirmed that it was activated on September 8, 2016 and canceled on December 14, 2016 however no payments were received during this timeframe. In fact, Ms. [redacted] was issued credits outside of T-Mobile policies and guidelines that totaled $3,717.08 for a variety of reasons, including equipment costs. The credit balance was the result of these credits and not an overpayment by Ms. [redacted] therefore it was transferred to her new T-Mobile account also outside of our policy.
On March 23, 2017, an Alcatel IDOL 4S handset was ordered for Ms. [redacted] at full retail cost totaling $338.81, however no payment was collected and the cost was billed to her account. On March 24, 2017, a credit of $27.00 was applied to the account to offset the cost of shipping despite the device being delivered within the intended timeframe.
On April 27, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG V20 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $360.00 and agree to a series of 24 monthly installments in the amount of $36.00 however no payment was collected and the down payment was also billed to her T-Mobile account.
On April 30, 2017, credits totaling $399.60 were applied to the account to offset the down payment and associated sales tax as a courtesy to Ms. [redacted] in regards to the speaker issues she stated she was experiencing with her Alcatel IDOL 4S handset. T-Mobile revisited the account on May 1, 2017 and issued additional credits totaling $61.63 to offset various other charges. As of the date of this letter, Ms. [redacted] has received credits totaling $852.32 and has made no payments for her T-Mobile services.
Further review of the account confirms that, for the billing period spanning March 23, 2017 through April 22, 2017, Ms. [redacted] used 817 minutes with calls as long as 38 minutes, successfully sent and received multiple text messages, and used 4.89GB of data. While T-Mobile does regret to learn that Ms. [redacted] has encountered some difficulties, it is our position she has successfully used her services. Given the generous amount of credits Ms. [redacted] has received for both her canceled account and currently active account, as well as the successful use of her T-Mobile services, we respectfully decline her request for any additional compensation. As of the date of this letter, the account reflects a balance of $56.71 which is due May 15, 2017 and is considered valid and owed.
T-Mobile would like to take this opportunity to remind Ms. [redacted] that she is not bound by any contract and is able to cancel her T-Mobile service at any time if she feels we are not the right carrier to meet her needs. If a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. This information was disclosed within the EIP agreement provided at the time Ms. [redacted] purchased her LG V20 handset and the EIP currently reflects an unpaid balance of $120.00.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Liana G[redacted]
Executive Response

September 6, 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 28, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] was not satisfied with our response to your office. Please note that Ms. [redacted] was removed as an authorized user of the above mentioned account on October 27, 2016; however on October 28, 2016, the account holder [redacted], re-added Ms. [redacted] to the account as an authorized user which enabled her to once again have full access to the account and ability to make changes like activating additional lines, adding or removing features, changing rate plans, upgrading handsets with or without Equipment Installment Plan (“EIP”), and suspending lines of service or accounts.   Regarding Ms. [redacted]’ continued concern for her rate plan, our records confirm that the rate plan was changed to the T-Mobile ONE, which provided the benefits of unlimited mobile data and taxes included among other Un-Carrier benefits, unlike her previous plan which provided 10GB of data and taxes on top of the monthly access charges. Nevertheless, as the rate plan was inadvertently changed, as of July 18, 2017, T-Mobile reversed the rate plan back to her original subscription of the promotional 4 for $120.00 Simple Choice 10GB plan.   Upon speaking with Ms. [redacted] on September 3, 2017, she explained that her mobile internet line of service was also changed in error to the $35.00 Simple Choice 6GB rate plan from her previous plan of $10.00 On-Demand plan. Please note that as Ms. [redacted] is also subscribed to voice lines, both mobile internet rate plans receive a $10.00 credit each month which reducing the monthly charges to $25.00 and $0.00 respectfully. Due to the inadvertent error, T-Mobile too reversed the rate plan and issued a credit of $50.00 to re-calculate her bill to the corrected plan cost.   Going forward, Ms. [redacted]’ monthly charges will now reflect four voice lines at a cost of $120.00, a mobile internet line of service for $10.00 On-Demand rate plan with a $10.00 voice line discount, $20.00 mobile internet line of service with a $20.00 discount and applicable taxes and surcharges. Additionally, Ms. [redacted] will maintain her EIP monthly installment of $57.01, leaving her estimated bill to be roughly $199.17 with taxes.   As Ms. [redacted] mentioned that she had a credit balance of $75.00 going into her July 10, 2017, billing statement and remit payments in the amount $600.00 from July 28, 2017, through August 20, 2017, having two bills of roughly $200.00 for each month would leave her account active with a credit balance of $270.00, it is our position that Ms. [redacted]’ account is active with a credit balance of $278.51 and has been billed and adjusted accordingly for the rate plan and their re-calculations.   Again, T-Mobile regrets the inconveniences this has caused Ms. [redacted] and appreciates the opportunity to address 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.   Christina S[redacted] Executive Response

August 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 August 5, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted] satisfaction. T-Mobile is delighted that Mr. [redacted] chose T-Mobile as his wireless service provider, and we welcome him to the Un-carrier family. We regret hearing of Mr. [redacted] concerns with our Carrier Freedom promotion and the status of his submission. As Mr. [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. For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. The second payment is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed to the prior carrier and subtracting the amount already paid for the trade-in. It is important to note that not all locations are able to directly accept trade-in devices. Some locations, like the one at which Mr. [redacted] processed his upgrade, require that the customer mail the eligible device being traded-in to a return center. In these instances, the retail representative inspects the device and provides information as to the amount of the potential trade-in value of the device based upon its condition at the time of inspection. The customer is then presented with the terms and conditions of the trade-in and if the customer is agreeable, the retail location then provides a mailing label and shipping envelope for the device, which must be returned within 30 days in the same condition as when presented for inspection. T-Mobile records reflect that on June 11, 2016, Mr. [redacted] was issues a pre-paid mailing label to mail his trade-in handsets to our warehouse. T-Mobile records further confirm that on June 16, 2016, both handsets were received by our warehouse. It should be noted that a trade-in credit in the amount of $398.00 was applied to Mr. [redacted] account for the two handset’s received leaving the account in an active state with a revised credit balance $412.22. 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

Revdex.com:
Would like to drop the complaint, went back to store to try again and manager resolved the issue.  thanks
 
[redacted]

December 24, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 16, 2015, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Ms. [redacted]’s satisfaction. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile records indicate that Ms. [redacted] added the $8.00 Premium Handset Protection feature when she opened her prepaid account in September of 2013. As Ms. [redacted] may be aware, T-Mobile’s handset insurance feature is offered by Asurion, a third-party vendor. As Ms. [redacted] had equipment protection on the account, she had the choice to process a claim through Asurion. Please be advised that Asurion has Terms and Conditions separate from T-Mobile. Any questions regarding Asurion’s policies or processes need to be directed to Asurion, who can be reached at 866-268-7221. T-Mobile regrets that Ms. [redacted]’s insurance claim was denied. Nevertheless, in an effort to amicably resolve this matter, on December 21, 2015, T-Mobile refunded Ms. [redacted] $216.00 for 27 months of the $8.00 Premium Handset Protection feature. Please note it may take seven to ten business days to receive the refund in the form of a prepaid debit card to the address provided in the correspondence to your agency. Upon speaking with Ms. [redacted] she accepted this as resolution to her issue. 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