T-Mobile Usa Inc

Complaint: [redacted]I am rejecting this response because:
While the response touched on the back order issue it did not reflect the incorrect address the phone will be mailed to, nor the lack of an upgrade and in fact the opening of a new EIP (equipment installment plan) without my consent. So while I appreciate their offer of $149.99 credit for the down payment (incidentally $209.60 is the final cost) the sheer belittling of my complaint (plus multiple issues since this supposed resolution) to a back order issue is my reason for my rejection.
Sincerely,[redacted]

April 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 18, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced with the replacement device. T-Mobile records reflect that Ms. [redacted] purchased a Samsung Galaxy S 6 32GB handset on July 16, 2015. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Alternatively, customers can replace their device through a post-exchange program 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. Although a new handset is not always available, on March 31, 2016, upon speaking to Ms. [redacted], T-Mobile agreed to send her a new Samsung Galaxy S6 32GB device in exchange for her non-working Samsung Galaxy S6 32GB handset. It is important to note that Ms. [redacted] will view a charge of $658.73 for the handset cost which will be removed upon Ms. [redacted] returning her non-working device to my attention at: [redacted] T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us. We ask that Ms. [redacted] please include the handset, battery, charger and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. T-Mobile regrets any inconvenience Ms. [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. Sacny A[redacted] Executive Response

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

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 2, 2017, regarding the above-referenced account.
We regret any inconvenience Ms. [redacted] may have experienced in regards to her account cancellation. T-Mobile records confirm that Ms. [redacted] canceled her account on January 29, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’s billing cycle ran from the 28th of one month to the 27th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through February 27, 2017.
It is T-Mobile’s position that Ms. [redacted]’s final balance in the amount of $150.60 is valid. As the account remained unpaid, on May 26, 2017, Ms. [redacted]’s account was referred to a third-party collection agency for the collection of the past due balance. As stated in our Terms and Conditions, accounts that are referred to a third party collection agency may be charged a one-time collection fee. The amount of a collection fee is determined by the amount of the past due balance. Accordingly, a one-time collection fee in the amount of $37.65 was charged to Ms. [redacted]’s account, which left a revised final balance in the amount of $188.25.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $150.60 for the charges incurred through February 27, 2017. The collection fee will be adjusted accordingly. Please note that Ms. [redacted] will be sent a final statement reflecting a zero balance for the account. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jessica G[redacted] Executive Response

October 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 September 29, 2017, regarding the above-referenced account.
We regret any inconvenience Ms. [redacted] experienced regarding the Samsung Galaxy S 8 BOGO offer, and port-in process. From July 28, 2017, through August 21, 2017, eligible postpaid customers who purchase a qualifying Samsung Galaxy S8 handset or Samsung Galaxy S8 Plus handset on an Equipment Installment Plan (“EIP”), activate at least one new voice line of service on T-Mobile ONE or Simple Choice Unlimited with unlimited high speed data, and submit the required rebate offer code at www.t-mobile.com/promotions within 30 days of purchase, could get a Galaxy S8 handset or S8 Plus handset for free after rebate. Although T-Mobile records indicate Ms. [redacted] purchased two Samsung Galaxy S8 Plus handsets on August 21, 2017, we were unable to confirm the rebate offer code submission within the qualifying timeframe.
Starting May 31, 2017, for a limited time, eligible postpaid customers who activate a new line of service, port-in their existing [redacted] number, brought their iPhone SE, 6s, 6s Plus, 7, or 7 Plus handset, and add the required T-Mobile ONE Plus or ONE Plus International add-on feature, will receive a prepaid virtual MasterCard as part of our GetOutoftheRed offering. Customers are required to submit for reimbursement at www.switch2tmobile.com within 30 days of activation with T-Mobile.
On October 2, 2017, T-Mobile spoke with Ms. [redacted] and provided an explanation around her monthly recurring costs, and she accepted this explanation. Additionally, Ms. [redacted] was advised that she did not qualify for the Samsung Galaxy S8 BOGO offer, as she did not submit the required rebate offer code within the appropriate timeframe. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered to honor the Samsung Galaxy S8 BOGO offer. As such, T-Mobile closed the remaining EIP for one of the Samsung Galaxy S8 Plus handsets, and credited back the amounts that were charged. A total credit of $170.00 was applied; $80.00 for the down payment, $60.00 for two monthly installments that had been charged, and $30.00 for a pending monthly installment. This updated Ms. [redacted]’s account to an $89.17 balance. Ms. [redacted] was satisfied with this resolution. T-Mobile regrets any inconvenience to Ms. [redacted].
Finally, Ms. [redacted] was advised that she did not qualify for the GetOutoftheRed offer, as she did not submit the required documentation to receive the rebate. In an effort to amicably resolve Ms. [redacted]’s concern, T-Mobile allowed seven business days to resubmit the required documentation for review to our office. Upon receipt of the requested documents, T-Mobile will further investigate the matter and contact Ms. [redacted] with our findings. Ms. [redacted] was satisfied with this resolution.

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.
Mathew G[redacted]
Executive Response

September 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been addressed and resolved to her satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] may have encountered regarding her account. Please be advised that on September 14, 2011, Ms. [redacted] activated the account with one line of service. At the time of activation Ms. [redacted] agreed to a 24 month commitment. If Ms. [redacted] were to cancel her service prior to the end date of her commitment her account would be assessed an early termination fee of $200.00 plus tax.
On April 2, 2012, replacement equipment was ordered for Ms. [redacted]’s non-working Samsung Galaxy S4G handset, and it was shipped to her on April 3, 2012. On May 2, 2012, a second order was completed to replace Ms. [redacted]’s Samsung Exhibit 2 handset, and it was shipped to her on May 3, 2012. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment. As such, Ms. [redacted] was charged $307.83 for the non-return fee and applicable taxes for the Samsung Galaxy S4G device. In addition, Ms. [redacted] was charged $278.01 for the non-return fee and applicable taxes for the Samsung Exhibit 2 device. It is important to note that the possibility of a non-return fee was disclosed to Ms. [redacted] at the time the exchanges were processed.
Please be advised that a billing statement dated July 15, 2012, was sent to Ms. [redacted] reflecting a balance of $781.07 due on August 7, 2012. This balance consisted of the monthly recurring charges (“MRC”) for services rendered from June 15, 2012, through July 14, 2012, premium services, non-return fees, taxes and fees. T-Mobile records indicate that on August 22, 2012, a payment of $110.21 was posted to Ms. [redacted]’s account updating the balance to $670.86, in which was considered past due. Subsequently, as Ms. [redacted]’s account remained past due on August 15, 2012, T-Mobile suspended the account’s ability to place outbound calls. A billing statement dated August 15, 2012, was sent to Ms. [redacted] reflecting a balance of $826.98 due on September 7, 2012. This balance consisted of the MRC for services rendered from July 15, 2012, through August 14, 2012, premium services, restore from suspend fees, a late fee, the past due balance, taxes and fees. As Ms. [redacted] did not remit payment, on August 24, 2012, T-Mobile suspended Ms. [redacted]’s account in full.
Please be advised that on August 27, 2012, T-Mobile received the non-working equipment. However, as this was beyond the allotted seven days, it was T-Mobile’s position that the non-return fees remained valid. Furthermore, on September 6, 2012, Ms. [redacted]’s account was cancelled for non-payment. A final billing statement dated September 15, 2012, was sent to Ms. [redacted] reflecting a balance of $1,027.59 due on October 7, 2012. This balance consisted of the pro-rated MRC for services rendered from August 15, 2012, through September 14, 2012, an early termination fee, the past due balance, taxes and fees. Unfortunately, Ms. [redacted]’s account remained past due; therefore, on October 18, 2012, the account was referred to Sunrise Credit Services for collection attempts. T-Mobile records confirm that on August 27, 2015, a credit of $23.98 was issued to Ms. [redacted]’s account updating the account balance to $1,003.61. On September 5, 2017, Ms. [redacted]’s account was reassigned to Convergent Outsourcing Inc. T-Mobile’s review of this matter has confirmed that Ms. [redacted] has been billed appropriately.
Nevertheless, as a gesture of goodwill and in an effort to amicably resolve this matter, on August 30, 2017, T-Mobile issued a credit of $1,003.61 to the account for Ms. [redacted]’s inconvenience and to cover for the non-return fees. This credit has left a zero balance on the account. Please note that T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt
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

January 5, 2016 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 December 25, 2015 regarding the above-referenced account. T-Mobile regrets any difficulties Mr. [redacted]-[redacted] experienced after processing a Limited-Warranty Exchange. On October 6, 2015, replacement equipment was ordered for Mr. [redacted]-[redacted] non-working equipment, and it was shipped to him on October 8, 2015. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return fee. Our records indicate that we did not receive the non-working equipment. As such; Mr. [redacted]-[redacted] was charged $849.92 for the non-return fee and applicable taxes. It is important to note that the possibility of a non-return fee was disclosed to Mr. [redacted]-[redacted] at the time the exchange was processed. As of the date of this correspondence our records do not indicate that we have received the non-working equipment. As such, the non-return fee of $849.92 assessed on November 25, 2015 is valid. However, as a courtesy and in an effort to amicably resolve this matter T-Mobile applied a credit of $212.48 on December 6, 2015 and an additional credit of $637.44 on December 31, 2015 for the Non-Return fee and applicable taxes. In addition, T-Mobile has blocked the IMEI number from being used on T-Mobile’s and most other wireless carriers’ networks. As the date of this letter Mr. [redacted]-[redacted] account reflects a credit balance of $5.73. 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. Luv V[redacted] Executive Response

Revdex.com:
TMobile was more than cordial in resolving this issue with me.  I thank them for that.  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]

August 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 6, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] experienced in regards to his payments. T-Mobile records indicate that on July 29, 2017, Ms. [redacted] remitted a payment for $100.00, the second installment for the payment arrangement on the account. On the same date a second payment of $100.00 was requested from Ms. [redacted]’s financial institution. This payment was not submitted by Ms. [redacted]. As of August 7, 2017, the second payment of $100.00 was returned to Ms. [redacted]’s bank account.
Upon speaking with Ms. [redacted] on August 9, 2017, she confirmed the funds were returned to her bank account. In an effort of good faith, T-Mobile credited the account $25.00. The account currently reflects a balance of $198.01.
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.
Jessica G[redacted]
Executive Response

May 4, 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 24, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful.
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her handset concerns.
Unfortunately, in our review, T-Mobile was unable to determine if Ms. [redacted] had purchased her Apple iPhone 6 from the manufacture directly. Please note should Ms. [redacted] elect to contact the manufacture directly for replacement or repair options, T-Mobile is not involved in the process completed by the manufacture. Ms. [redacted] may contact T-Mobile Technical Care at 1-800-937-8997 for any additional technical concerns surrounding her Apple iPhone 6.
T-Mobile records indicate on April 22, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus from a local T-Mobile retail store. Ms. [redacted] utilized our Equipment Installment Plan (“EIP”) program to purchase her new Apple iPhone 7 Plus. T-Mobile does regret any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted]
Executive Response

Complaint: [redacted]
From: [redacted] [mailto:[redacted]@yahoo.com] Sent: Saturday, October 22, 2016 3:54 PMTo: Complaints <[email protected]>Subject: the problem still not resolved
 
To whom may I concern,
 
I have contacted t mobile when they call me and I can't pickup the phone. However, nobody is pick up the phone with the number I left voice mail no response  either. Can you please letting me know what else I have to do to get this problem solved. Thank you so much.

November 28, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated November 20, 2016, regarding the above-referenced account. T-Mobile regrets Mr. [redacted]’s concerns with regards to our “Friends and Family 2 Lines On Us” offering. Please be advised that customers who activated two new lines of service between November 18, 2016 and November 22, 2016, on our T-Mobile One or a qualifying Simple Choice rate plan can get up two to lines of service for free. It is important to note that customers already on a promotional plan which includes a free line of service built into the current rate plan will only receive one additional free line, for a total maximum of two lines for free.  Additionally, if any lines of service were cancelled within the last 90 days, and then re-activated during the promotional time period, with or without the same number, would not be eligible for the promotion as they would not be considered new lines of service. Our records indicate that Mr. [redacted] previously had four active lines of service and was one the promotional Simple Choice Family Match 6GB rate plan for $120.00 monthly. As Mr. [redacted] mentions in his letter to your office, on November 20, 2016, his fourth line of service was canceled at his request. Therefore, pursuant to the terms of the “Friends and Family 2 Lines On Us” offering, should Mr. [redacted] activate two lines of service, only his fifth line of service would qualify for free as the fourth line would not be considered a new activation. While Mr. [redacted]’s fourth line of service does not qualify for a free line of service, T-Mobile would like the opportunity to amicably resolve this matter. As such, T-Mobile will continue to work with Mr. [redacted] to reach resolution. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Alberto V[redacted] Executive Response

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

receipt of your correspondence dated May 30, 2016, regarding the above-referenced account. We regret any issues Mr. [redacted] may have experienced with his T-Mobile account we appreciate the opportunity to review and address his concerns. Mr. [redacted] subscribes to our North America Simple Choice Unlimited Talk Text and Web rate plan for $50.00 per month, additionally he subscribes to unlimited data feature with 14 GB of hotspot included for $45.00 per month and our name ID feature for $3.99 per month. • T-Mobile records show that Mr. [redacted] participated in our Handset Upgrade Program on June 5, 2015, with the purchase of the following accessories: JBL Clip wireless speaker, LG Stylo case and TM Micro USB cable. Mr. [redacted] elected to pay for the above referenced equipment with our Equipment Installment Plan (“EIP”). Mr. [redacted] was asked to make a down payment in the amount of $44.99 and he agreed to pay 24 monthly installments in the amount of $ 1.24 for the accessories. • On November 14, 2015, Mr. [redacted] elected to purchase following accessories with our EIP offering: Edge invisible shield, Samsung charging pad, GS6 Evo wallet and Beats powerbeats. Mr. [redacted] was not required to make a down payment however he agreed to pay 24 monthly installments in the amount of $13.56 for the accessories. • On December 4, 2015, he opted to participate in the JUMP! On Demand program and lease an LG V10 handset. No down payment was required however the purchase consisted of an agreement of 18 monthly payments in the amount of $25.00 with the option to purchase it after 18 months for one payment of $149.99. Additionally Mr. [redacted] elected to purchase the following accessories with our EIP offering: LG Folio case and LG Tone pro headset. Mr. [redacted] was not required to make a down payment however he agreed to pay 24 monthly installments in the amount of $5.42 for the accessories. • On January 30, 2016, opted to participate in the JUMP! On Demand program and lease an Apple iPhone 6S Plus handset. No down payment was required however the purchase consisted of an agreement of 18 monthly payments in the amount of $31.00 with the option to purchase it after 18 months for one payment of $191.99 • On February 2,, 2016, Mr. [redacted] elected to purchase an Apple watch and iPhone 6s plus otter box case with our EIP offering. Mr. [redacted] was not required to make a down payment however he agreed to pay 24 monthly installments in the amount of $19.13 for the accessories. With the monthly access charges, optional feature charges and equipment installments, Mr. [redacted]’s monthly billing statement totaled $194.34 prior to additional usage charges, fees, taxes and surcharges. Mr. [redacted]’s account is billed with our ‘bill current’ billing system, which means that he is billed for services in advance. Mr. [redacted]’s billing period stars on the 3rd of each month and runs through the 2nd of the following month; payment is due on the 23rd of each month. T-Mobile is always working to improve its service, and we regret any data service issues that Mr. [redacted] may have experienced. Unfortunately we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customer’s experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and number of other customers on the network. On March 9, 2016, Mr. [redacted] was provided a 4G LTE Cellspot device to assist with his coverage concerns at home. T-Mobile records indicate from May 3, 2016, through June 2, 2016, Mr. [redacted] used approximately 20.95 GBs of data which indicates that his account received the benefit of our services. On May 3, 2016, Mr. [redacted] was sent a billing statement in the amount of $339.24 which was comprised of a past due balance of $112.17 and new charges of $227.07. The new charges were comprised of monthly service charges, monthly EIP charges, a late payment fee, and applicable taxes for the billing period from May 3, 2016, through June 2, 2016. On June 2, 2016, Mr. [redacted] contacted T-Mobile and was offered to change his current unlimited data feature to our now grandfathered unlimited data feature with 5 GB of hotspot included for $20.00 per month. Mr. [redacted] accepted the offer and was advised it would begin on his following bill cycle on June 3, 2016. Thereafter T-Mobile contacted Mr. [redacted] and explained his bill charges and advised he could lower his monthly billing by paying off his EIP balance or removing the additional features from his account. Mr. [redacted] declined to make any changes and was satisfied with the data feature that he was previously offered. In regards to his coverage concern, Mr. [redacted] was advised that there are no additional coverage enhancements planned for the site servicing his billing address. Currently, T-Mobile recommends that Mr. [redacted] continue using the T-Mobile 4G LTE Cellspot to improve his in-home network performance. Mr. [redacted] was satisfied with the resolution and had no additional 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. Robert R[redacted] Executive Response

April 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 April 3, 2017 regarding the above-referenced account.
T-Mobile regrets any inconvenience that Mr. [redacted] encountered regarding his handset.
T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S7 on December 23, 2016. By purchasing T-Mobile equipment, Mr. [redacted] receives 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 their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. T-Mobile regrets to learn that Mr. [redacted] is unhappy with the option to discuss warranty possibilities with the manufacturer.
Under the Handset Exchange Program, T-Mobile will provide a replacement handset and may be refurbished 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.
Upon speaking with Mr. [redacted] on April 4, 2017 he was advised of the Handset Exchange Program, and informed that the handset may be refurbished. Mr. [redacted] understood and was informed that if he encounters any further issues with his handset to contact me at the below referenced number.
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.
Abigail [redacted]
Executive Response

June 27, 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 20, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account.
T-Mobile regrets any concerns Ms. [redacted] had when attempting to get her devices unlocked and we appreciate the opportunity to review and address her concerns. A Mobile Device Unlock is available to customers who meet our eligibility requirements. A review of the account confirms that on June 8, 2017, we received a request for a Mobile Device Unlock for the iPhone 6 Plus with International Mobile Equipment Identifier (“IMEI”) number [redacted] used under the mobile number ending in [redacted] and the iPhone 6S with IMEI number [redacted] used under the mobile number ending in 2238. However, at that time, T-Mobile advised Ms. [redacted] that the account was not eligible for a Mobile Device Unlock as it reflected a past due balance.
Nonetheless, in an effort to amicably resolve this matter, on June 21, 2017, T-Mobile initiated a Mobile Device Unlock request for the above mentioned devices.
Please be advised that both of the iPhone devices can only be unlocked by using the Device Unlock app in the device itself. There is no unlocking code available. Ms. [redacted] must be connected to the internet via a cellular network prior to completing the following steps:
If Ms. [redacted] has a non-T-Mobile SIM card:
• Insert the non-T-Mobile SIM Card
• Complete the setup process.
If Ms. [redacted] uses a T-Mobile SIM card, she must follow the steps below:
• Backup the iPhone using iTunes.
• When she has completed a backup, she may erase the iPhone.
• When Ms. [redacted] sees the Welcome screen, she may connect the device to iTunes.
If successfully unlocked, the message “Congratulations, your iPhone has been unlocked” will display. Additional information for unlocking Apple iPhone devices can be located at
https://support.apple.com/en-us/HT201328.
Our records confirm that on June 20, 2017, the account was canceled when both mobile numbers on the account were ported to another service provider.
The billing statement dated June 5, 2017, had a balance of $389.17 which included a past due balance of $209.34 from the prior billing statement dated May 5, 2017, monthly recurring charges, late fees, restore from suspension fees, the applicable taxes and fees billed from June 5, 2017, to July 4, 2017. It is important to mention that on June 7, 2017, a payment of $300.00 that was remitted to the account on June 1, 2017, was returned unpaid to T-Mobile. As a result, as of June 21, 2017, the account reflects a balance of $764.51 which consists of the balance reflected on the above mentioned billing statement, the returned payment of $300.00, return payment fee and two restore from suspension fees including taxes totaling $75.34. It is T-Mobile’s position that the balance of $764.51 is valid and owed.
Upon speaking with Ms. [redacted] on June 21, 2017, she explained that she traded-in both her iPhone devices to her new service provider and requested that T-Mobile to reimburse her for the purchase of new devices with her new carrier. T-Mobile respectfully declines Ms. [redacted]’s request; however, we agreed to issue a onetime courtesy credit of $200.00 towards the balance owed of $764.51. Although Ms. [redacted] declined our offer, T-Mobile will extend this offer for a period of 30 days should she reconsider our offer. Please note that a final billing statement has yet to be generated on the account after July 5, 2017.
T-Mobile provides a number of options for Ms. [redacted] to pay outstanding charges. Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response (“IVR”) or with Customer Care or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
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

December 9, 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated December 1, 2015, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced with his account. T-Mobile records reflect on September 30, 2015, Mr. [redacted] contacted Customer Care and requested cancellation of his service. Regretfully, as Mr. [redacted] was unable to verify the security information on the account T-Mobile did not allow him access to make changes to the account and he was directed to visit a T-Mobile retail store or contact Customer Relations via writing to resolve the issue. In an effort to amicably resolve this matter for Mr. [redacted], on December 1, 2015, T-Mobile cancelled the account as requested and credited the entire remaining balance of $278.20 bringing the account to a zero balance. T-Mobile regrets any inconvenience this may have caused 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

July 7, 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 23, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted]. T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. A review of the account indicates that billing statements were sent to an address associated with Ms. [redacted].
T-Mobile records indicate an account was created on February 24, 2014, with a Simple Choice Value Unlimited Talk and Text for lines ending in [redacted] and [redacted] for $80.00 per month plus applicable taxes. The line ending in [redacted] and [redacted] were also subscribed to the 2.5 GB data services for $10.00 each per month. Additionally, both lines of service were enrolled in the $10.00 insurance bundle. Based on credit criteria a deposit of $75.00 was collected for the line ending in [redacted] and a deposit of $65.00 was collected for the line ending in [redacted]. Also on February 24, 2014, an Equipment Installment Plan (“EIP”) was initiated for two LG Nexus 4 devices with a monthly payment of $10.87 for each device.
The billing statement for the billing period from May 2, 2014, through June 1, 2014, generated with a balance in the amount of $425.41 and included monthly service charges and applicable taxes as well as a non-return fee in the amount of $239.97 for an insurance claim filed March 27, 2014. The billing statement for the billing period from June 2, 2014, through July 1, 2014, generated with a balance of $620.69, which included the past due of $425.41. T-Mobile records indicate the last date of use for the account was June 29, 2014, as the account was suspended for non-payment. The billing statement for the billing period from July 2, 2014, through August 1, 2014, was adjusted $74.22 for the period of non-usage and updated the balance to $546.47.
On August 28, 2014, the account was cancelled for non-payment as no further payments were received on the account. The final billing statement for the billing period of August 2, 2014, through September 1, 2014, generated with the past due balance of $546.47 and included accelerated charges for the two LG Nexus 4 devices at $206.53 for each, totaling $413.06. On September 5, 2014, the account deposits of $140.00 were released and impacted the balance owed. The final billing statement which was due on September 22, 2014, reflected a balance of $819.53.
As payment was not received the account was forwarded to a third party collection agency on September 28, 2014, with a balance of $819.53. As of June 6, 2015, the account was assigned to Enhanced Resource Center.
In an effort to offer an amicable resolution upon speaking with Ms. [redacted] the account was adjusted $819.53. The account currently reflects a zero balance. Should Ms. [redacted] have any further questions in regards to the collections information she may contact Enhanced Resource Center at 800-501-7454. 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.
Jessica G[redacted] Executive Response

February 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 February 9, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience experienced by Ms. [redacted] regarding her activation of a temporary number that was not removed upon the port-in of her number ending in [redacted].
T-Mobile records indicate on October 28, 2016, Ms. [redacted] activated mobile number ending in [redacted] which was to be replaced by her number ending in [redacted] when she ported it in to T-Mobile. T-Mobile regrets that due to an inadvertent error, Ms. [redacted]’s temporary number ending in [redacted] was not canceled.
T-Mobile records indicate on January 5, 2017, Ms. [redacted]’s mobile number ending in [redacted] was canceled. Furthermore, Ms. [redacted]’s account was adjusted in the amount of $87.12 which represents the monthly recurring charges associated to her mobile number ending in [redacted] from activation on October 28, 2016 to December 24, 2016. An additional credit of $32.98 was applied on February 20, 2017 which represents Ms. [redacted]’s final charges associated with her line ending in [redacted]. Ms. [redacted] presently has a zero balance.
In a further effort to amicably resolve this matter, on January 5, 2017, Ms. [redacted] was offered our now grandfathered Select Choice Family rate plan which includes unlimited talk and text for $50.00 per month for first two lines of service and $5.00 for each additional line after the initial two. Ms. [redacted] accepted our offer on January 5, 2017. Additionally, Ms. [redacted] elected to add our Select Choice 3 gigabyte (GB) data plan for $10.00 per month on her mobile numbers ending in [redacted] & 7343 and our Select Choice unlimited high speed data for $20.00 per month on her mobile number ending in 3114.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with T-Mobile.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Martin G[redacted] Executive Response

June 27, 2017
FILED ELECTRONICALLY

To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 17, 2017, regarding the above-referenced account.
T-Mobile regrets any misunderstanding Ms. [redacted] has regarding T-Mobile’s Carrier Freedom...

program and the status of her submission. There are several eligibility requirements for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. As this is a reimbursement offer, T-Mobile recommends that customers make arrangements to pay any early termination fees billed by their prior carrier in order to avoid collection activity.
T-Mobile records reflect that on April 16, 2017, Ms. [redacted] activated service with T-Mobile and traded-in an Apple iPhone 6 16GB from [redacted] which provided a trade-in value of $109.00 and an Apple iPhone 7 128GB from [redacted] which provided a trade-in value of $285.00. As such, on April 16, 2017, Ms. [redacted]’s above trade-in credits totaling $394.00 were applied towards her initial activation cost of $502.50, and she paid the remaining balance of $108.50 with her Visa card ending in [redacted]
Based on the amount owed to Ms. [redacted]’s prior carrier and approval of her reimbursement request, on June 19, 2017, Ms. [redacted]’s Carrier Freedom reimbursement was approved in the amount of $339.99 for mobile number ending in [redacted] and on June 20, 2017, in the amount of $47.17 for mobile number ending in [redacted]. Please note it can take up to three weeks for the reimbursement to be received. T-Mobile regrets the delay in receiving the reimbursement. On May 22, 2017, as a gesture of good faith Ms. [redacted] was provided with a bill credit in the amount of $100.00.
Please note, T-Mobile spoke to Ms. [redacted] in regards to the service in her home area. T-Mobile’s records indicate that there we currently modernizing the towers in her area. Ms. [redacted] stated she is currently using Wi-Fi and that is working well for her. T-Mobile did offer a coverage device to also help with the coverage in which Ms. [redacted] declined. If Ms. [redacted] is interested in obtaining a coverage device in the future she can contact our Customer Care department at 800-937-8997.
Based on our above findings it is T-Mobile’s position that Ms. [redacted] received the full benefit of our Carrier Freedom promotion. Therefore, we respectfully decline any further request for reimbursement.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s contact with our 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.
Nicole C[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I did receive contact from T-Mobile, and my full refund of $184. 26 was returned. However, it is completely untrue that I also received overpayment by way of a refund because the $159 and some change was promised, but there was never a refund in that amount! I would like to personally thank "Will" of T-Mobile for being polite, apologetic, professional and honest, in his delivery of services regarding this account. Thanks to the Revdex.com for being my advocate in getting this situation resolved and hopefully, this will be the last I have to hear of/ or about T-Mobile!
Sincerely,
[redacted]

July 25, 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 11, 2017, regarding the above-referenced account.  We regret any concerns Ms. [redacted] has regarding her T-Mobile services. Ms. [redacted] activated T-Mobile service on November 5, 2016, and subscribed to T-Mobile ONE TE $130.00 monthly rate plan.  However, on February 7, 2017, Ms. [redacted] elected to change her rate plan to the T-Mobile ONE All In two lines $110.00 monthly rate plan.  On November 5, 2016, Ms. [redacted] also took advantage of our 2016 Smartphone T-Mobile ONE offer with the purchase of two LG Stylo 2 Plus handsets.  It is important to note Ms. [redacted] receives monthly Equipment Installment Plan (“EIP”) credits to bring the handset cost to zero.  On June 27, 2017, a payment arrangement was created whereby Ms. [redacted] agreed to pay two installments of $58.49 on July 5, 2017 and on July 19, 2017.  It is important to note a one-time arrangement fee of $5.00 was applied to Ms. [redacted]’s T-Mobile account. A review of our records reflects that at the time Ms. [redacted] contacted our Customer Care team, her account did not reflect a past due balance or service interruption. The amount due simply consisted of monthly recurring charges incurred from June 6, 2017, to July 7, 2017. We have also investigated regarding any sort of message block and have been unable to recreate that issue.  We do regret that Ms. [redacted] experienced any messaging blocking on her account. In order to amicably resolve concerns T-Mobile has agreed to apply a onetime $5.00 credit for the payment arrangement fee.  In addition, T-Mobile has agreed to apply a onetime credit in the amount of $20.00 for the service interruption and message blocking leaving an updated balance of $146.32 which is due on July 27, 2017. 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.   Christopher P[redacted] Executive Response