T-Mobile Usa Inc

September 11, 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 28, 2017, regarding the above-referenced account.  Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction.   T-Mobile regrets any concern Mr. [redacted] has experienced regarding the status of his mobile internet line of service.  T-Mobile records confirm that on January 14, 2014, Mr. [redacted] activated a mobile internet line of service with the number ending in [redacted] on his account which was subscribed to a $120.00 21GB data plan.  T-Mobile records confirm that on October 15, 2014, Mr. [redacted] contacted Customer Care to inquiry about a lower rate plan and was offered T-Mobile’s On Demand option which provides service as for having the mobile lines of service on the same account is applied. needed with a $10.00 monthly recurring cost.  Please note that the On Demand is free monthly after the $10.00 mobile internet discount   Please be advised that on August 15, 2015, Mr. [redacted] contacted Customer Care to inquire about his mobile internet line of service and was offered a $10.00 Match Your Data mobile internet service which matches the same amount of data on customers smartphones from their subscribed data plan up to 5GB which his mobile internet line of service ending in [redacted] has been subscribed to since.  It is important to note that T-Mobile does not reflect a record of Mr. [redacted] contacting Customer Care and requesting that the mobile internet line of service ending in [redacted] be canceled and as such, has remained active.   However in an effort to amicably resolve this matter, on August 31, 2017, T-Mobile has applied a onetime courtesy credit to Mr. [redacted]’s account in the amount of $253.20 for the monthly recurring charge of the line [redacted] for the last 24 months leaving the account reflecting a credit balance of $194.85.  Please note that the mobile internet line is set to be canceled for the end of Mr. [redacted]’s billing cycle on September 14, 2017.  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.   Oscar T[redacted] Executive Response

August 20, 2015 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 15, 2015, regarding the above-referenced account. T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of the account. Please be advised that we have made several attempts to contact Mr. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address his concerns within this letter. As originally launched, the JUMP! feature provided customers all the coverage offered by our Premium Handset Protection bundle (handset insurance and extended warranty), Mobile Security with Lookout and the benefit of trading-in their current device on an Equipment Installment Plan (EIP) for full credit of the remaining balance. Our records confirm that on August 1, 2015, a JUMP! upgrade was completed in a retail location for mobile number ending in [redacted]. Moreover, it was determined that in order for the upgrade to be completed, due to the device having physical damage, a deductible in the amount of $150.00 was assessed and collected in store. Upon payment of the insurance claim the phone was upgraded to a Samsung Galaxy S5 handset. Please note that Mr. [redacted] started a new EIP offering with the purchase of the equipment referenced above and agreed to pay the remaining balance in 24 installments in the amount of $22.08. Additionally, since a JUMP! upgrade occurred, Mr. [redacted] Samsung Galaxy S4 handsets EIP balance of $182.00 was paid off and closed. T-Mobile provided a 14 return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. Our records confirm that on August 13, 2015, Mr. [redacted] was advised of the return period above and elected not to return handset back to the point of sale. In an effort to amicably resolve Mr. [redacted] concerns, T-Mobile has offered to issue a credit in the amount of $347.92 toward the new EIP leaving a remaining balance of $182.00, which is equivalent to the amount owed for the Samsung Galaxy S4 handset prior to the completion of the JUMP! upgrade. Please be advised that Mr. [redacted] has until September 1, 2015, to contact me at the number provided below to accept our 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 [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

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

[redacted]                         T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile has confirmed that Mrs. [redacted] and [redacted] is the same person.   T-Mobile records indicate that on December 16, 2016, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung On5 handsets.   At the time of purchase, Ms. [redacted] was not required to make a down payment; however, she agreed to pay for the taxes on the full retail price.  Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $6.25. Please be advised that from November 30, 2016 through January 10, 2017, customers who sign up for the new T-Mobile ONE or qualifying plans and purchase a qualifying smartphone on EIP could receive a discount on the device via monthly EIP credits. As Ms. [redacted] was enrolled in in this promotion and receives a $6.25 monthly EIP credit for each of the Samsung On5 handsets.   T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission.  As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.    With Carrier Freedom, consumers can get reimbursed for their current carrier's cancellation costs as a combination of trade-in credits and a prepaid debit card when they switch to T-Mobile and trade-in their devices.  Naturally, several requirements must be met in order to be approved for this offer.   Upon research of this matter, T-Mobile records indicated that a in the amount of $1,006.32 has been approved to be mailed to Ms. [redacted] on April 7, 2017. Ms. [redacted] should allow up to 21 business days to receive the prepaid debit card at her address.   As a courtesy, and in an effort to amicably resolve this matter, T-Mobile spoke with Ms. [redacted] on April 12, 2017 and issued a credit to her account in the amount of $130.00 for one month of service charges providing the account with a credit balance in the amount of $130.00. Ms. [redacted] has accepted this as resolution to her concerns. T-Mobile regrets any inconvenience to Ms. [redacted].     Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Christopher R[redacted] Executive Response

July 12, 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 July 7, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction. We are sorry to hear that Mr. [redacted] had any concerns regarding his final balance. According to our records Mr. [redacted] completed an in-store payment for his account in the amount of $140.63. The payment received covered his monthly charges billed from March 28, 2016, through April 27, 2016. Although, Mr. [redacted] indicated in his correspondence to your office that he ported out the day following his payment, our records reflect that his phone number ending [redacted] was ported to [redacted] Fi on May 5, 2016. As the service was used from April 28, 2016, through May 5, 2016, Mr. [redacted] received a final billing statement for prorated monthly access charges of $55.09. Even though, it is T-Mobile’s position that Mr. [redacted] was billed accordingly, as a courtesy, we have issued a credit in the amount of $55.09, leaving his account closed with a zero balance. Please note that on July 11, 2016, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction. We hope that Mr. [redacted] may consider T-Mobile again in the future. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Christina S[redacted] Executive Response

July 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 30, 2017, regarding the above-referenced account. We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] has concerns regarding his recent handset upgrade. T-Mobile records reflect that Mr. [redacted]’s most recent upgrade was on February 11, 2017, with his purchase of an LG V20 Titan handset. T-Mobile records do not reflect that a JUMP! upgrade was performed at this time or that Mr. Berman’s previously financed Samsung Galaxy S7 was returned to us. Please note that Mr. Berman’s Samsung Galaxy S5 was returned when Mr. [redacted] upgraded last year to the Samsung Galaxy S7.
However, as a gesture of goodwill and in an effort to amicably resolve the matter, on May 5, 2017, T-Mobile closed and credited the EIP associated with Mr. [redacted]’s Samsung Galaxy S7. As an additional courtesy, on July 5, 2017, T-Mobile issued a credit for $83.76 which compensates for the three additional charges of $27.92 for Mr. [redacted]’s Samsung Galaxy S7 since his upgrade. 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.
David T[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:  1) This Samsung Galaxy Avante has had issues with voice mail from the beginning.  I have been in the Kannapolis NC store on several occasions about this issue since early in the year and have received tech assistance from Chanelle, Eddie, and Janelle, associates in this store.  While in the store, I asked these associates to phone T-Mobile at 611, so that I could request tech support.  Eddie and Janelle, at my request, operated my phone while tech support gave instructions.  We always had the 611 support people on speaker phone.  In August 2015, I went into the Kannapolis store and was assisted by Janelle.  Again the phone issue was the voice mail system and a problem with echos.  I asked Janelle to please phone T-Mobile at 611.  She did, and we put the tech support person on speaker phone.  The tech support person on the phone said that we needed to update the software and do a reboot.  I asked Janelle to walk through all of the steps with my phone.  My hands were not even on my phone when the software was updated and the master reset was done.  The tech support person did not tell us to save anything. Janelle told the tech support person who was on the phone, "She will likely lose some data."  The tech support person on the phone repeatedly said, "All of the data will come back."  Again, Janelle and I were not told to save anything.  The lose of my data was not my fault.  So, apparently, this is the way T-Mobile treats a loyal customers who did nothing wrong.Sincerely,[redacted]

October 30, 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 October 22, 2015, regarding the above-referenced account. T-Mobile regrets any inconvenience that Ms. [redacted] may have experienced regarding the Samsung Galaxy S4 handset and her billing concerns. T-Mobile records confirm that on September 28, 2014, Ms. [redacted] was assessed an out-of-warranty (“OOW”) fee due to physical damage in the amount of $191.19, which Ms. [redacted] did pay in full. 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. With regard to Ms. [redacted] handset, upon receipt we examined it and it was found to have sustained damage to the LCD screen which is not covered under the warranty. Included below is the link to view the aforementioned damaged handset: [redacted] In an effort to amicably resolve Ms. [redacted] concerns, T-Mobile has issued a credit in the amount of $433.47, equivalent to the OOW fee referenced above. Additionally, T-Mobile has processed an upgrade for a LG G4 under our Equipment Installment Plan (“EIP”) and has removed the remaining balance for Ms. [redacted] EIP for the Samsung Galaxy S4 handset in the amount of $26.50. Please note that Ms. [redacted] account remains active with a credit balance of $26.50, which shall apply to her next billing statement. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Ruben A[redacted] Executive Response

August 12, 2015 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 4, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any concerns Ms. [redacted] may have experienced regarding our Carrier Freedom reimbursement offering. As Ms. [redacted] indicates in her correspondence to your office, T-Mobile will now reimburse consumers’ early termination fees up to $350.00 per line and provide account credits of up to $650.00 per device traded-in at the time of their activation. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of this activation, they must port-in their current mobile number, trade-in a device, and purchase a new T-Mobile device. The new device may be purchased with our Equipment Installment Plan (EIP), but this is not required. Each line for which reimbursement is requested, must be ported in from another carrier, added to a Simple Choice postpaid rate plan, have a device traded-in and a new T-Mobile device purchased for use on that mobile number. In order to qualify for the reimbursement of early termination fees and/or device trade-in credits, customers must submit a reimbursement form along with a copy of the final billing statement from their prior carrier to T-Mobile at www.switch2t-mobile.com within two (2) months of activation. As indicated on the website, approval of the required documents and reimbursement of the early termination fees may take up to eight (8) weeks from the date of submission to be received and there is no process for that time period to be expedited. To be eligible for reimbursement, the T-Mobile account must be in good standing. 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. Unfortunately, T-Mobile does not have record of Ms. [redacted] submitting the required information for reimbursement. Nevertheless, T-Mobile would like to assist Ms. [redacted]; therefore, we request that she provide a copy of her final billing statement from her previous carrier. Ms. [redacted] may send it directly to my attention by fax at[redacted] or by email at [redacted]@T-Mobile.com. Upon receipt, T-Mobile will contact Ms. [redacted] with our review. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Sacny A[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. The resolution is satisfactory, but the reply submitted does not explain the entire truth. I did submit a device (iPhone)that the store told me was acceptable for the promotion. We specifically asked if we could use our current phones and sales rep said we could. I have issues that these details were left out purposely to encourage the switch even though we would not qualify. I am happy with the credit, but once again the customer service is misleading and failing to tell the entire truth.Sincerely, [redacted]

August 16, 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 11, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding a charge for her additional line of service. T-Mobile records indicate on January 24, 2014, Ms. [redacted] activated her T-Mobile account with her line ending in [redacted] and subscribed to our Simple Choice Unlimited Talk and Text plan for $50.00 per month for one line of service. On January 31, 2015, Ms. [redacted] activated a second line of service ending in [redacted] and the rate plan was changed to our Simple Choice Unlimited Talk, Text and Data promotional plan for $100.00 per month for the first two lines of service with each additional line of service being $40.00 per month plus applicable taxes. On June 20, 2016, Ms. [redacted] activated a third line of service ending in [redacted] under the above-referenced promotional rate plan. Accordingly, Ms. [redacted] account began to be billed an additional $40.00 per month. T-Mobile regrets any confusion around the rate plans monthly charges for three lines of service. On August 11, 2016, T-Mobile credited the account $41.30 on Ms. [redacted] billing statement with the due date of August 22, 2016. Ms. [redacted] account currently reflects a balance of $532.07 which is due by August 22, 2016. In a continued effort to resolve Ms. [redacted] concerns an additional $40.00 credit plus tax will be issued toward her billing statement with the due date of September 22, 2016. A follow up will occur on the account when the billing statement has generated. Ms. [redacted] agreed to this offer as a resolution to her concerns. Going forward Ms. [redacted] monthly access charges are expected to be $140.00 per month plus applicable taxes. T-Mobile regrets any inconvenience this may have caused Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

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

receipt of your correspondence dated March 27, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’ satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding his recent tablet insurance claim through Assurant Wireless Inc. (“Assurant”). T-Mobile has reviewed the above-referenced account and the mobile number in question and our records confirm that Mr. [redacted] is subscribed to the optional Premium Handset Protection (“PHP”) through Assurant. T-Mobile records reflect that on March 9, 2016, Mr. [redacted] filed a claim with Assurant that was subsequently denied due to the fact that the handset did not appear to be in use on the account at the time that the claim was filed. As such, in an effort to amicably resolve this matter, T-Mobile has offered to replace Mr. [redacted]’ iPad with a new iPad at the standard deductible cost of $175.00. Please note that T-Mobile has ordered Mr. [redacted]’ replacement iPad with an expected delivery date of April 11, 2016, and charged the $175.00 deductible to his next billing statement, which will be dated March 1, 2016. Mr. [redacted] was pleased with this offer and considers the matter resolved. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. James H[redacted] Executive Response

Revdex.com:
Hi,
 
Please duly note I accept T-Mobile USA, Inc. response to my initial complaint. I confirm this matter has been resolved to my satisfaction and maybe closed.
 
Warmest,
[redacted]
Arlington Public Schools
Arlington, VA 22207
Office: and Voicemail: [redacted]

February 23, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 20, 2017, regarding the above-referenced account.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding the billing on his account. T-Mobile records confirm on November 28, 2016, Mr. [redacted] ordered a Samsung Galaxy Tab E using T-Mobile’s Equipment Installment Plan (“EIP”) offering and also purchased a SIM starter kit. Mr. [redacted] was not required to remit a down payment for the tablet but did pay $43.40 up front for the taxes and the SIM starter kit. Furthermore, Mr. [redacted] agreed to 24 monthly installments of $10.00 per month for the tablet. Regretfully, T-Mobile has no record of receiving this device back within the 20 day return period.
T-Mobile records confirm the account was activated on December 9, 2016, with six active lines. Please note Mr. [redacted] requested the cancellation of his account on December 19, 2016, but due to an inadvertent administrative error the account was not cancelled until January 18, 2017. As a result of the account remaining open, Mr. [redacted] received a billing statement in the amount of $172.32 produced on January 10, 2017, that was due on February 2, 2017. Please note this statement was credited in full by T-Mobile on February 15, 2017.
Additionally, on February 10, 2017, Mr. [redacted]’s final billing statement was produced in the amount of $219.99. This represented the above referenced EIP charges for the Samsung Galaxy Tab E that T-Mobile has no record of receiving. T-Mobile views this balance as valid and owed.
Nevertheless, in an effort to amicably resolve this matter, on February 22, 2017, T-Mobile applied a credit in the amount of $219.99 to the account. The account will remain closed with a zero balance. Furthermore, T-Mobile refunded Mr. [redacted] $43.40 for the payment he remitted up front to the billing address on file in the form of a prepaid debit card. Please be advised it may take up to ten business days to receive the refund via mail.
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

February 11, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated February 4, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile makes every effort to provide complete and accurate information to our customers on every interaction. 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 confirm on September 25, 2015, Ms. [redacted]’s service was converted from a Simple Choice No Credit check account to a Simple Choice postpaid account. T-Mobile confirms that the postpaid rate plan was higher than her previously selected no credit rate plan. In an effort to resolve this matter amicably, T-Mobile has placed Ms. [redacted] on a $100.00 Simple Choice Unlimited Talk, Text & Data rate plan that is the same monthly cost as her previously selected rate plan. The estimated monthly recurring charges and applicable taxes will be $111.11 each billing cycle. In addition, T-Mobile has applied an account credit of $156.57, for Ms. [redacted]’s current account balance. Ms. [redacted]’s account currently reflects a zero balance. Ms. [redacted] confirms that her due date of the 17th is in alignment with her needs. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Pancho Q* Executive Response

December 12, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 4, 2016, regarding the above-referenced account. T-Mobile regrets any handset promotion concerns Mr. [redacted] has experienced. From October 21, 2016, through November 29, 2016, customers who signed up for the new T-Mobile ONE rate plan and purchase a qualifying LG device on an Equipment Installment Plan (“EIP”) can receive a discount on the device (via EIP bill credits). 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. Please be advised that Consumer and Business accounts have a limit of 12 devices with discounts on this promotion. T-Mobile records confirm that on November 18, 2016, Mr. [redacted] participated in a rate plan change by selecting the new T-Mobile ONE rate plan. On November 20, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of a two LG K10 handsets. Accordingly, Mr. [redacted] was asked to make a down payment in the amount for the taxes on the full retail price and agree to a series of 24-monthly installments in the amount of $14.60. Please note that based on the above-mentioned promotion, Mr. [redacted] will receive monthly promotional EIP bill credits over 24-months in the amount of $14.60. Credits will begin within two bill cycles of purchase. On November 21, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of four LG Stylo 2 Plus handsets. Accordingly, Mr. [redacted] was asked to make a down payment in the amount for the taxes on the full retail price and agree to a series of 24-monthly installments in the amount of $40.00. Please note that based on the above-mentioned promotion, Mr. [redacted] will receive monthly promotional EIP bill credits over 24-months in the amount of $40.00. Finally, on December 6, 2016, in an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $223.42 to Mr. [redacted]’s account for monthly access charges from October 29, 2016, through November 28, 2016. As of December 9, 2016, Mr. [redacted]’s account reflects a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I want the contract terminated and they can eat that bill. I have never had such bad service in my life and haven't talked to one person that has a good thing to say about t mobile service.
Sincerely,
[redacted]

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

receipt of your correspondence dated May 27, 2016, regarding the above-referenced account. T-Mobile is pleased to advise that Mr. [redacted]’s concerns have been resolved to his satisfaction. In Mr. [redacted]’s letter to your office, he indicates that he experienced coverage concerns. Although we cannot guarantee coverage, T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] experienced any issues with his service. T-Mobile records confirm that on April 13, 2016, Mr. [redacted] activated one mobile number ending in [redacted] on the Simple Choice North America rate plan with unlimited talk, text messaging and one gigabyte of data up to 4G speeds. Data features providing increasing allotments of high speed data may be added for an additional cost. Mr. [redacted]’s account reflects that an unlimited data feature with 14GB’s of hotspot for $45.00 was added to his base rate for an approximate total monthly cost of $100.70. Please be advised that T-Mobile does offer additional rate plans for the hearing impaired. Upon speaking with Mr. [redacted] on May 31, 2016, T-Mobile ascertained that Mr. [redacted] had originally requested the Simple Choice Data Only rate plan for $20.00 per month that includes 2 gigabytes of high speed data and unlimited text messaging for smartphones that have no need for voice services. It is important to note that this rate plans are restricted from accessing voice services. Regrettably, due to an administrative error Mr. [redacted]’s account was activated on a voice capable Simple Choice North America rate plan with additional data causing his monthly recurring cost to be approximately $75.00 higher than he had anticipated. It is important to note that Mr. [redacted]’s account is considered a bill current account and therefore is billed in advance; his bill cycle runs from the 15th of one month to the 14th of the following month and is due on the 7th. T-Mobile records confirm that Mr. [redacted]’s billing statement dated April 14, 2016, carried a total balance of $100.70. Mr. [redacted] was assessed $100.70 in current statement charges for monthly access, applicable taxes and fees for service between April 15, 2016, and May 14, 2016, which was due in full by May 7, 2016. On April 25, 2016, Mr. [redacted] contacted T-Mobile’s Loyalty Department and reported the concern with the difference in the monthly cost as well as coverage concerns. T-Mobile offered to adjust the rate plan to the agreed upon $20.00 per month monthly cost and advised that the credit would be entered on May 19, 2016, following end of the billing cycle. Unfortunately, due to coverage concerns, on April 25, 2016, Mr. [redacted] elected to terminate his service due to coverage concerns. As such, on May 15, 2016, the close of his next billing cycle, Mr. [redacted]’s was credited $61.86 for the unused prorated charges from April 25, 2016, through May 14, 2016, resulting in a reduced balance of $38.84 due in full by June 7, 2016. In an effort to amicably resolve Mr. [redacted]’s concerns, on May 31, 2016, T-Mobile issued a one-time credit to his account in the amount of $38.84. At this time Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any frustration that Mr. [redacted] experienced due to his monthly billing. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext.[redacted] Very truly yours, T-MOBILE USA, INC. Shannon R[redacted] Executive Response

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. The response was pretty wordy and I just want to make sure no future charges will be made to my credit card. I do see charges reverted on my credit card bill and hope it stays that ways.
Thanks for looking into this with such efficiency.Sincerely, [redacted]

May 1, 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 26, 2017, regarding the above-referenced account.    T-Mobile regrets that Ms. [redacted] still has concerns with the monthly billing statement amounts and the final cost for the Apple iPhone 7 handsets.  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.   On March 5, 2017, Ms. [redacted] purchased an Apple iPhone 7 128 GB handset for the mobile number ending in [redacted] and with her trade-in her overall cost would be $100.00 for this handset.  The handset cost is $749.99, we received an Apple iPhone 6 Plus 64GB handset as a trade-in for this line.  At the time of the trade-in, on March 5, 2017, Ms. [redacted] received a $118.00 trade-in credit and it was applied to toward the down-payment of $125.99.  In addition, on April 17, 2017, T-Mobile issued a credit in the amount of $551.99 toward the EIP balance for this handset.  With the trade-in credit and EIP payment, Ms. [redacted] received credits totaling $669.99 toward this handset purchase, which leaves her actual cost for the handset at $80.00.   On March 5, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus 32 GB handset for $769.99 for the mobile number rending in [redacted], she traded-in an Apple iPhone 6 Plus 64 GB handset and received a trade-in credit in the amount of $118.00 that was used toward the down-payment and handset taxes.  On April 17, 2017, T-Mobile issued a credit toward the EIP balance in the amount of $551.99.  With the trade-in credit and EIP credit, Ms. [redacted] received credits totaling $669.99 toward the handset purchase, which leaves her final cost for the handset at $100.00.   Finally, on March 6, 2017, Ms. [redacted] purchased an Apple iPhone 7 Plus 32 GB handset for $769.99 for the mobile number ending in [redacted], she traded-in an Apple iPhone 6 Plus 16 GB handset and received a trade-in credit in the amount of $118.00 that was used toward the handset down-payment and taxes.  On April 17, 2017, a reward card in the amount of $551.99 was sent to Ms. [redacted], which may take up to ten business days for delivery.  With the trade-in credit and reward card, Ms. [redacted]’s cost for this handset is $100.00, which meets the monetary terms of the offers were honored.    Our records reflect that as Ms. [redacted] is currently on a promotional $120.00 4th Line Free Simple Choice rate plan, she was eligible for one additional free line of service with the 2016 Friends and Family 2 Lines on Us promotion as she is already receiving one line of free which is built into her existing rate plan. As such, on March 1, 2017, Ms. [redacted]’s number ending [redacted] was enrolled in the promotion. We apologize for the inconveniences this has caused Ms. [redacted].   Our records further reflect that on March 4, 2017, Ms. [redacted] added a new line of service with mobile number ending [redacted] during our 2017 Free Add-A-Line: This One’s On Us! promotion. Starting March 1, 2017 and ending at on March 5, 2017, postpaid and @Work customers on an eligible plan who have a minimum of two voice lines can activate one additional line for free. As Ms. [redacted] rate plan met the requirement, therefore, her line of service was enrolled to receive a promotional bill credit to cover the add a line fee as long as she maintains eligibility. Please note that Ms. [redacted] will still be responsible for the taxes associated with the free lines of service.   Finally, on April 19, 2017, T-Mobile issued a goodwill credit in the amount of $248.40 to Ms. [redacted]’ account toward the disputed account balance.  As of May 1, 2017, Ms. [redacted]’s account reflects a zero balance.  Ms. [redacted]’s billing cycle closes on May 10, 2017 and her next payment will be paid via AutoPay on June 1, 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.   Ally Y[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I have been trying to contact T-mobile everyday. However I was direct to voicemail every single time. And I Do not understand the definition of 12 consecutive payment  that explain By T-mobile. It makes me feel like T-mobile just want to keep customer using service without offer any promotion at all.  
Sincerely,
[redacted]