T-Mobile Usa Inc

April 24, 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 April 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report to your office that upon speaking with Mr. [redacted] he confirmed that this matter has been resolved to his satisfaction.
T-Mobile regrets to hear of any issues that Mr. [redacted] experienced with subscribing to our T-Mobile ONE rate plan and his estimated monthly service charges. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if Mr. [redacted] feels that this was not his experience.
From September 8, 2016, through December 6, 2016, T-Mobile had an amazing promotion for new and existing customers, Mr. [redacted], who subscribed to the T-Mobile ONE plan was eligible to receive either a $20 or $25 bill credit to get their 4th line free, making the total cost for 4 T-Mobile ONE lines with AutoPay $140.00 and $155.00 without AutoPay.
T-Mobile records confirm that Mr. [redacted] initiated the activation of his account on November 25, 2016 for four mobile numbers ending in 8051, 8082, 5469, and 4328. Upon review of the account, records show that Mr. [redacted] was successfully enrolled in AutoPay. As such, if enrolled in the promotion, he should have expected his monthly service charges to be $140.00 per month, plus applicable taxes and fees.
In reviewing Mr. [redacted]’s concerns, T-Mobile records confirm that although he initiated the order for activation of his T-Mobile account within the promotional timeframe, the account was not fully activated until December 7, 2016. Unfortunately, and due to an inadvertent error, the promotional bill credits for the 4th line for free did not apply to the account.
On April 13, 2017, T-Mobile contacted Mr. [redacted] to discuss the information mentioned above, and assist him with his concerns. As T-Mobile was able to confirm that his account was eligible for the promotion, in an effort to amicably resolve the matter, T-Mobile offered Mr. [redacted] a one-time bill credit of $100.00, equaling the five months for the promotional bill credits that did not automatically apply, leaving the account with a balance of $84.36 due on April 28, 2017. In addition, T-Mobile has successfully enrolled Mr. [redacted] in the promotion, and going forward, Mr. [redacted] can expect the promotional bill credits to be automatically applied. T-Mobile has scheduled a follow up with Mr. [redacted] on May 9, 2017 to review the account and ensure that the promotional bill credits are properly applying. 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.
Adrianne F[redacted]
Executive Response

June 30, 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 18, 2017, regarding the above-referenced account. T-Mobile records show that the account holder of record is [redacted], and [redacted] is listed as an authorized user on the account. T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding the T-Mobile account in question. T-Mobile records confirm that Mr. [redacted] enrolled in T-Mobile’s 2016 Pixel Promo. The promotion offered new and existing customers who brought a Google Pixel to T-Mobile to receive $325.00 in bill credits when registering online and signing up for a T-Mobile ONE rate plan. Due to an inadvertent error, this caused Mr. [redacted] to receive the credits inconsistently on the account.
T-Mobile records also reflect that when the account added the three additional mobile numbers ending in [redacted] on May 14, 2017, that the bill produced May 28, 2017, resulted in prorated charges for a new rate plan in advance after Mr. [redacted] had been billed for the services for the existing billing period on the billing statement dated April 28, 2017. Please note that effective May 20, 2012, all new individual-liable postpaid customers who activate a new line of service will be billed in advance monthly recurring charges (“MRC”).
On June 30, 2017, T-Mobile contacted Mr. [redacted], and informed him that as his previous rate plan was a grandfathered rate plan, the account could only have up to eight lines of service, resulting in the change to the MRC being $310.00 per month. After confirming the registration of the 2016 Pixel Promo, T-Mobile issued a lump sum adjustment in the amount of $284.35 for each of the six lines showing eligible for the promotion. Additionally, T-Mobile issued a one-time bill credit in the amount of $230.00 for the prorated charges assessed as a result of the rate plan change when activating the new lines of service, leaving the account open with a credit balance of $1,637.09. Pursuant to our conversation, Mr. [redacted] confirmed the matter is resolved and he has no further concerns. 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.
Adrianne F[redacted]
Executive Response

Complaint: [redacted]I am rejecting this response because:  the system shows the 50 rebate pm 2/24 was rejected and 4/15 the new value of the rebate is zero?
I also need to make sure they send it to my MAIL ADDRESS ONLY    =  PO BOX [redacted], LANCASTER, CA 93584Sincerely,[redacted]

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 concerns Ms. [redacted] has experienced in regards to payments and her monthly bill. T-Mobile records indicate that Ms. [redacted] contacted T-Mobile and notified us of concerns she had experienced in regards to her monthly billing statement on February 28, 2017. Upon speaking to Ms. [redacted], T-Mobile advised her of a past-due balance and offered Ms. [redacted] our T-Mobile ONE rate plan, which Ms. [redacted]’s agreed to the rate plan changes with the following monthly recurring charges:
• $110.00 for the first two voice lines;
• $45.00 for one additional line; and
• $40.00 for two wearable lines.
In addition to these monthly services, Ms. [redacted] also elects to participate in the following monthly features:
• $12.00 insurance feature on line ending in [redacted];
• $12.00 insurance feature on line ending in [redacted];
• $10.00 insurance feature on line ending in [redacted];
• $9.00 insurance feature on line ending in [redacted]; and
• $4.00 premium voicemail feature on line ending in [redacted].
Ms. [redacted]’s expected monthly services and features is $242.00.
In addition to Ms. [redacted]’s monthly services and features, Ms. [redacted] also has numerous handsets and accessories on our Equipment Installment Plan (“EIP”) and JUMP! On Demand (“JOD”) programs. EIP is a program that allows eligible customers to pay a down payment for equipment and to pay the balance in monthly installments; whereas JOD is a program that allows customers to lease equipment with an option to purchase, upgrade, or turn in the leased equipment at the end of the lease term. Ms. [redacted] financed equipment on the following dates:
• February 5, 2016 - two Samsung Note 5 handsets on JOD of $58.00 for 18 months was accepted;
• February 5, 2016 two screen protectors, two phone cases, Bluetooth Speaker, and two phone chargers on EIP of $16.69 was accepted for 24 months;
• April 2, 2016, fast charger, Bluetooth Headphones, and Samsung Gear 2 wearable on EIP of $25.84 for 24 months was accepted;
• April 22, 2016, fast charger on EIP of $2.92 for 24 months was accepted;
• August 31, 2016, micro charger and two Beats SOLO headphones on EIP of $6.26 for 24 months was accepted;
• October 3, 2016, Samsung headset and micro charger on EIP of $9.59 for 24 months was accepted;
• October 6, 2016, screen protector, charger, USB cable, and case on EIP of $2.94 for 24 months was accepted;
• October 31, 2016, memory card, case, LG K10 handset, and screen protector on EIP of $10.65 for 24 months was accepted;
• November 11, 2016, Bluetooth speaker on EIP of $6.25 for 24 months was accepted;
• December 9, 2016, iPhone SE handset, case, and Bluetooth speaker on JOD of $29.14 for 18 months was accepted;
The total of Ms. [redacted]’s monthly EIP and JOD charges is $168.28. With all features and equipment on Ms. [redacted]’s monthly recurring charges, her monthly statement is estimated at $410.28.
In some circumstances, T-Mobile customers may be eligible for an Extended Payment Schedule (“EPS”). An EPS is a payment arrangement that spreads a balance out over multiple installments to be added to a customer’s monthly billing statements. T-Mobile records indicate that Ms. [redacted] contacted Financial Care to request an EPS to pay off a balance of $534.10. At that time, Ms. [redacted] agreed to pay seven monthly installments of $66.76 and one monthly installment of $66.78 to satisfy the past-due balance, in addition to her monthly recurring charges. Ms. [redacted]’s billing statement dated February 23, 2017, reflected a balance of $472.58, consisting of all monthly recurring charges as well as Ms. [redacted]’s first monthly installment for her EPS.
T-Mobile records indicate that on May 11, 2017, Ms. [redacted] set up a payment arrangement on www.MyT-Mobile.com for her past-due balance of $1,087.36. The arrangement set up by Ms. [redacted] was to be paid in two installments, the first of which was due on May 25, 2017, in the amount of $217.47, and the second of which was due on June 8, 2017, in the amount of $869.89. Furthermore, T-Mobile records indicate that Ms. [redacted] elected to add an automatic payment method to deduct the amount owed on the payment arrangement due dates. T-Mobile records indicate the following payments and adjustments were made toward the account after May 11, 2017, and impacted the balance owed:
• On May 23, 2017, payment in the amount of $100.00 was remitted, updating the balance to $987.36.
• On May 25, 2017, payment in the amount of $217.47 was drafted in accordance with the automatic payment that was scheduled by Ms. [redacted], updating the account balance to $769.89. As the payment that drafted was set up by Ms. [redacted] herself, it is T-Mobile’s position that the payment of $217.47 is valid. On the same day, Ms. [redacted] contacted Customer Care to dispute the payment, at which point T-Mobile offered to issue a refund as a courtesy, which Ms. [redacted] regretfully declined. As an additional courtesy, T-Mobile applied a $36.00 credit to Ms. [redacted]’s account to accommodate her for any overdraft fees that may have been incurred, updating the account balance to $733.89. Later that same day, Ms. [redacted] received her May 2017 billing statement in the amount of $599.41, updating the balance to $1,333.30. As a courtesy to Ms. [redacted], in an effort to amicably resolve her concerns, T-Mobile applied another adjustment of $130.80, updating the account balance to $1,202.50.
• On May 26, 2017, Ms. [redacted] contacted Customer Loyalty to express her dissatisfaction with the payment that was drafted for her payment arrangement. As a courtesy, T-Mobile applied another $50.00 credit to resolve her concerns, updating the account balance to $1,152.50.
• On May 27, 2017, Ms. [redacted]’s payment of $217.47 was returned by her banking institution, and the account balance was updated to $1,369.97.
• On May 30, 2017, Ms. [redacted] contacted Customer Care to request a credit for restore from suspend fees. As a courtesy, T-Mobile applied a credit of $110.00, updating the account balance to $1,259.97.
• On June 5, 2017, a returned payment fee of $15.00 was charged to the account, updating the account balance to $1,274.97.
• On June 7, 2017, Ms. [redacted] remitted a payment of $34.97, updating the account balance to $1,240.00.
• On June 15, 2017, Ms. [redacted] contacted Customer Loyalty to dispute the balance owed. As a courtesy, T-Mobile applied a credit of $50.00, updating the account balance to $1,190.00.
• On June 19, 2017, Ms. [redacted] remitted a payment of $60.00, updating the account balance to $1,130.00.
• On June 21, 2017, Ms. [redacted] contacted Customer Care and indicated that she was promised a credit. In an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile agreed to apply a one-time credit of $50.00, updating the account balance to $1,080.00.
• On June 25, 2017, Ms. [redacted] received the June 2017 billing statement in the amount of $681.15, updating the account balance to $1,761.15.
Upon our review of the account, T-Mobile did not find any indication that Ms. [redacted] is owed a credit of $200.00, nor did we find any indication that such a credit was warranted. T-Mobile records indicate that Ms. [redacted] contacted Customer Care on June 21, 2017, to request a credit of $200.00, and that she was advised that there is no record of any such credit being warranted. As no credit was warranted, credit was not applied.
Upon speaking to Ms. [redacted] on June 25, 2017, Ms. [redacted] was advised that adjustments were not warranted. Nevertheless, on June 30, 2017, T-Mobile applied an adjustment in the amount of $200.00, updating the account balance to $1,561.15, of which $880.00 remains past due. Please be advised that T-Mobile provides customers with a number of ways to remit payment, including www.MyT-Mobile.com, T-Mobile retail locations, Customer Care, or the mobile application.
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 any of Ms. [redacted]’s contacts with 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.
Anthony M[redacted]
Executive Response

November 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 October 28, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced with her T-Mobile account. T-Mobile records confirm that on August 24, 2011, Ms. [redacted] activated her mobile numbers ending in [redacted] and [redacted], at which time she agreed to keep her service active for 24 months. Ms. [redacted] was also subscribed to our now grandfathered promotional Classic Family Unlimited Talk and Text rate plan for $99.98 per month. Ms. [redacted] was also provided with handsets at a substantial discount in exchange for her 24-month agreement. Ms. [redacted]’s contractual obligation ran from August 24, 2011, through August 24, 2013. On August 26, 2013, Ms. [redacted] canceled her mobile number ending in [redacted], when she transferred her mobile number to another service provider. Our records indicate that on August 26, 2016, Ms. [redacted] contacted Customer Care to request her PIN number because she was transferring her mobile number to another service provider. There are no notations of a cancellation request for her mobile number ending in [redacted]. Our records further indicate that on September 9, 2013, Ms. [redacted] created a payment arrangement to pay $184.37 on September 20, 2013, and regretfully the payment failed on September 21, 2013. On October 7, 2013, Ms. [redacted]’s account was canceled for non-payment. On October 19, 2013, Ms. [redacted] made a payment in the amount of $185.00. We regret any inconvenience to Ms. [redacted] regarding her cancellation. Ms. [redacted]’s final account balance was $389.84, which consisted of her monthly access charges from August 4, 2013, through October 6, 2013, $40.00 for prior restore from suspension fees, and applicable taxes. T-Mobile provided Ms. [redacted] with a billing notification, multiple phone calls, and letters from our Financial Care department providing the account balance and payment due date. As payment was not received timely, on December 7, 2013, T-Mobile transferred Ms. [redacted]’s account to a third party collection agency. Between the dates of December 7, 2013, and October 15, 2016, Ms. [redacted]’s account was transferred to several different collection agencies and is now with Enhanced Resource Centers. It is T-Mobile’s position that the balance is valid. However, in an effort to amicably resolve this matter, on November 1, 2016, T-Mobile applied a courtesy credit of $389.84 to Ms. [redacted]’s account. In addition, T-Mobile 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. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. Ms. [redacted] accepted this as a resolution and her account remains canceled with a zero balance. T-Mobile regrets any inconvenience to Ms. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

February 12, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: N[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 January 30, 2018, regarding the above-referenced account from [redacted].  T-Mobile records confirm that the account holder of record is [redacted], and we have been able confirm that she and [redacted] are one in the same.  T-Mobile is pleased to report to your office that upon speaking with [redacted], we have been able to resolve this matter to her satisfaction.T-Mobile records reflect that on August 15, 2017, a purchase was made for an iPhone 7 32GB Rose Gold at a T-Mobile retail store.  T-Mobile records indicate that the purchase was made on T-Mobile’s Equipment Installment Plan (“EIP”) program, wherein records confirm [redacted] had agreed to 24 monthly installments of $26.00 per month.  T-Mobile records reflect that on December 20, 2017, [redacted] had a Fraud Form filed to validate the unauthorized purchase, and to have the charges adjusted.  As a result of not receiving a police report, the monthly installment continued to be billed on [redacted]’s account.  Additionally it is important to note that if an account becomes cancelled, final balances owed on equipment accelerate to the final billing statement generated.T-Mobile records reflect that on December 20, 2017, [redacted]’s account became cancelled as a result of her mobile number ending in 2803 being moved to a different account.  It is important to note that at the time that [redacted]’s account was cancelled she had a balance owed of $82.45, consisting of monthly access charges, EIP charges, taxes and fees.  T-Mobile records reflect that on January 17, 2018, the last four payments that had previously been authorized by [redacted] were returned to T-Mobile as unpaid totaling the amount of $249.64.  It is important to note that customers are subject to a fee of $35.00 each time a payment has been returned.On January 17, 2018, T-Mobile sent [redacted] a final billing statement reflecting a balance of $919.06, which included a past due balance of $472.09, and current charges of $494.00.  The past due balance included the returned payments, and returned payment fees applying to all four payments returned.  The current charges consisted of accelerated EIP charges associated with the disputed device, and credits towards previously billed monthly access charges.On February 5, 2018, T-Mobile contacted [redacted], and in an effort to amicably resolve the matter, based on the fact that the phone showed no usage associated to her account, T-Mobile issued a credit totaling $624.00 in what she was charged for the Apple iPhone 7 she had disputed association with, leaving the account closed with a balance of $295.06.  [redacted] confirmed she would consult with American Express to see why the payments were returned, and that we would discuss findings on February 9, 2018.On February 9, 2018, T-Mobile contacted [redacted], and she stated that American Express had sent her a letter of disputed payments dated in December, indicating that they had tried to contact T-Mobile regarding the four payments, however were unable to receive a response, and as a result of that, returned the four previous payments made to T-Mobile.  [redacted] stated that she had informed American Express to authorize payment totaling the amount owed for her monthly access charges of $177.93.  In an effort to resolve [redacted]’s concerns, T-Mobile issued a credit in the amount of $117.13, leaving the account closed with that balance.  T-Mobile informed [redacted] that so long as the payment is applied in that amount, the final statement that generates on or after February 17, 2018, will reflect a zero balance.  T-Mobile will be reviewing the account on February 16, 2018, to see if the payment has applied, and sharing findings with [redacted] by contacting her on her mobile number ending in 2803.  Pursuant to our conversation, [redacted] considers the matter resolved, and has no further concerns.  T-Mobile regrets any inconvenience to [redacted], and we appreciate her business.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].Very truly yours,T-MOBILE USA, INC.Adrianne F[redacted]Executive Response

September 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 September 2, 2017, regarding the above-referenced account.  We are pleased to inform you that T-Mobile contacted Ms. [redacted] and addressed her concerns to her satisfaction. We regret any inconvenience to Ms. [redacted] regarding her account balances and we appreciate the opportunity to address her concerns.  T-Mobile records indicate on September 3, 2016, Ms. [redacted]’s account was activated with two lines of service and was enrolled in our T-Mobile ONE rate plan at $110.00 per month (taxes included).  Please note, Ms. [redacted] was also enrolled in our AutoPay feature and as such she received a $5.00 discount per line of service to bring her price of her rate plan down to $100.00 per month.  However, should AutoPay be removed, the discounts will cease to be applied.   Ms. [redacted] took advantage of our Equipment Installment Plan (“EIP”) to purchase the following devices devices:   On October 15, 2016, Ms. [redacted] purchased an Apple iPhone 5S Gold 16GB device priced at $549.84. Ms. [redacted] remitted a payment of $246.00 as down payment and agreed to 24 monthly installments of $12.66 each.  On March 11, 2017, Ms. [redacted] purchased an Apple iPhone SE 16GB Gold device priced at $384.00 and agreed to 24 installments of $16.00 each.    Additionally, Ms. [redacted] had subscribed to the optional JUMP! 2 features at $12.00 per month for each line of service.  Altogether, Ms. [redacted]’s monthly recurring charges were of $162.66 per month.    Please note that Ms. [redacted]’s account was billed by a system known as “bill current”.  This means that charges for Ms. [redacted]’s rate plan were billed in advance of the service being provided and became due within that billing cycle.  If during that billing cycle Ms. [redacted]’s account had any usage charges, such as international calling or reconnection fees, the respective charges would be reflected on the next month’s statement.  Ms. [redacted]’s billing cycle started on the 5th of the month and closed on the 4th of month and had a due date of the 25th of the prior to the start of the new bill cycle.   Although Ms. [redacted] remitted payments to her account, they were never for her balance in full and as such, the account continued to carry a balance to the next billing statement. A review of Ms. [redacted]’s last three months of service show that the charges for the billing cycle ending on May 4, 2017 were a total of $210.32 which included two $20.00 reconnection fees for a previous service interruption for non-payment on April 13, 2017.  At that time, Ms. [redacted] had left a past due balance of $85.30 from the previous billing statement and as such, the total was of $295.62 due on May 25, 2017, which went unpaid.    After, the monthly recurring charges for the services rendered through June 4, 2017 were of $173.64 which included a late fee charge of $6.00 (includes taxes) and along with the past due, the total was $469.26 and was due on June 25, 2017.  For this balance Ms. [redacted] remitted the following payments:   On June 11, 2017, Ms. [redacted] remitted a payment of $140.00.  On June 14, 2017, Ms. [redacted] remitted a payment of $5.00.  On June 29, 2017, Ms. [redacted] remitted a payment of $65.00 to leave a revised past due balance of $259.26.    A new billing statement was produced for the services rendered through July 4, 2017 in the amount of $162.66 and along with the past due, it was then a total of $421.92 due on July 25, 2017.  For these charges, Ms. [redacted] remitted a payment of $75.00 on July 9, 2017.  On July 15, 2017, a payment of $10.62 was remitted which left a balance of $336.30 due on July 25, 2017.    On July 19, 2017, Ms. [redacted] cancelled her account by porting out her numbers to another service provider. A such, a final billing statement was produced which included the accelerated EIP charges, two reconnection fees of $20.00 each and a late fee of $5.00 plus taxes for a total of $395.80.  Along with the past due balance of $336.30, Ms. [redacted]’s final balances was a total of $732.10 and was due on August 25, 2017.  On August 30, 2017, as Ms. [redacted]’s account remained outstanding after cancellation, it was referred to a third party collection agency.  We regret any inconvenience to Ms. [redacted] regarding this matter.   In our conversation with Ms. [redacted], T-Mobile explained the aforementioned charges and provided her with copies of her billing statements at no additional charge.  Ms. [redacted] accepted the explanation of her charges as resolution to her concerns.  Ms. [redacted]’s account remains cancelled with a balance of $732.10 and is currently assigned to Receivable Performance Management (“RPM”) as the third party collection agency designated to collect on the balances owed.  Should Ms. [redacted] wish to remit her payment, she may contact RPM at 866-367-1878 at her convenience.   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

Complaint: [redacted]I am rejecting this response because:Mr. [redacted] did try to reach me concerning my complaint twice in the same day but I was unable to anwser my phone because I was at work.  I have since spoken with him but nothing has been resolved and therefore I do not believe that my claim should be thrown out.  The last company representative that I spoke with said that I would recieve a deposit in my account last week and I never recieved it.  I have yet to recieve anything from TMobile at this point.  I have sent paperwork to Mr [redacted] via email and will include a copy of that in this email.  I also am attaching my initial reciept which I recieved on my first interaction with T-Mobile which clearly shows that my phones trade in value was $343 dollars.  After Mr.  [redacted] reviews this paperwork I would like to recieve my refund in a timely manner. I will be satisfied when this issue is resolved and I am in refunded the money that is owed to me.Sincerely,[redacted]

June 15, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        T-Mobile Account Holder:[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc.(“T-Mobile”) is in receipt of your correspondence dated June 8, 2015, regardingthe above-referenced account.  T-Mobilehas attempted to reach Ms. [redacted] but unfortunately we have been unsuccessfulin our attempts.  Therefore, we willattempt to address Ms. [redacted] concerns via this response.  Please be advised that T-Mobile recordsindicate the account holder of record is [redacted], and that he hasdesignated [redacted] as an authorized user of the account. T-Mobileonly offers to new customers or current customer wishing to change their rateplan, the Simple Choice Valueplan.  These competitively priced plansoffer unlimited nationwide minutes, domestic messaging and on network datausage, with the first one (1) gigabyte at up to 4G speeds.  Data features providing increasing allotmentsof high speed data may be added for an additional cost.  There is no activation fee or annual servicecontract required for these rate plans. However, it is important to note that T-Mobile no longer offers subsidizedor discounted handsets.  Customers maybring their own compatible device to T-Mobile or purchase handsets at fullretail price.  Qualified customers mayuse the Equipment Installment Plan (EIP) whereby a down payment may be requiredat the time of purchase and the remaining cost is paid over a period of 24months through a series of installments added to the monthly billingstatement.   T-Mobilerecords indicate on June 5, 2015, Ms. [redacted] activated her account on ourpromotional Unlimited Simple Choice Valuerate plan.  This rate plan providesunlimited nationwide minutes, domestic messaging, and on network data usage at 4Gspeeds. This reate plan is charged at a rate of $100.00 per month before taxesand fees for the first two lines of service   This rateplan is not eligible for any other monthly discounts as the rate plan itself isalready steeply discounted.  It isimportant to note that this rate plan is normally $140.00 per month for twolines.  T-Mobilerecords also indicate that on June 5, 2015, Ms. [redacted] activated two mobileinternet lines on her account.  Ms.[redacted] selected our Match Your Datamobile internet data plan for these two lines.  This rate plan matches the data that Ms.[redacted] receives on her mobile phone numbers up to 5GB at 4G data speeds.  This rate plan is charged at a rate of $10.00per month, per line, before taxes and fees.  It isimportant to note that the base price for Ms. [redacted] plan is $120.00 permonth before taxes and fees for the services described above that she iscurrently subscribed to. T-Mobile records indicate that onJune 5, 2015, Ms. [redacted] qualified for and took advantage of our EIP offeringwith the purchase of two Apple iPhone 6 32GB handsets, and two Apple iPad Minitablets.  EIP is a payment option thatallows eligible customers to purchase handsets by making a down payment at thetime of purchase and agreeing to pay the remaining balance in 24installments.  Accordingly, Ms. [redacted]was asked to make a down payment in the amount of $484.64 and agree to a seriesof 24 monthly installments in the amount of $86.44. As part of our Best iPad promotion,Ms. [redacted] qualifies for a $5.50 bill credit every month for 24 months for eachApple iPad Mini that she purchased.  However, if she cancels or downgrades the dataplan below 1GB, they are disqualified from the offer and will be responsiblefor the remaining $5.50 monthly EIP cost.  Please note that this promotion provides amonthly discount to Ms. [redacted] in the amount of $11.00.  It is important to note that theamount of Ms. [redacted] monthly rate plan combined with the monthly EIP paymentsbrings her total monthly bill before tax to $206.44.  As stated above, Ms. [redacted] receives a monthlycredit of $11.00 bringing the revised monthly bill before taxes and fees to$195.44.  Ms.[redacted] may contact me at the number listed below if she would like to discussother plans that would be eligible for a monthly military discount.  We regret any inconvenience to Ms., [redacted].  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

Complaint: [redacted]I am rejecting this response because: The T-Mobile response provided is NOT the resolution provided by the T-Mobile dispute resolution representative during our phone discussion.
1) The response from T-Mobile advises that the existing balance of forty-nine dollars and change is correct. That is not correct. The representative agreed to zero out the existing balance.
The bottom line: I owe T-Mobile zero dollars and zero cents. That is not written in this response. 2) "Customer rejected credit" is a misleading and not entirely correct statement.
There were two credits issued by T-Mobile:
Credit one, issued on the bill, which is what brought the amount owed down to the now forty-nine dollars and change. THAT credit IS acceptable (to me), AS LONG AS the remaining balance is removed as well.
The second "credit", of which I was only informed of on the call with the dispute resolution specialist, was a mailed gift card of some sort. THAT I did decline. Reason: I do not want a gift card. I want a zero balance.
3) The final agreement points decided upon by the dispute resolution specialist and myself are as follows:
   a) T-Mobile will adjust any and all "owed" amounts to $0.00.
   b) The aforementioned $0.00 balance will be visible on the next billing cycle. (Note* I did request this in writing and was refused)
   c) The "credit gift card" (said to have been mailed to me), per my request, will be voided on T-Mobile's end / thrown away on my end.
Sincerely,[redacted]

December 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 November 22, 2016, regarding the above-referenced account. T-Mobile spoke with Mr. [redacted] on November 25, 2016, and is pleased to report that we have resolved this matter to his satisfaction. T-Mobile regrets Mr. [redacted]s concern regarding a refund for overpayments posted to T-Mobile. Our records confirm that T-Mobile’s Cash Applications Team was able to locate the payments and had them applied to the account. In an effort to resolve this matter amicably, on November 25, 2016, T-Mobile completed an electronic refund of $552.93 to Mr. [redacted]s checking account. The above-referenced account currently 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. Pancho Q[redacted] Executive Response

July 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated June 24, 2017, regarding the above-referenced file number.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding an unauthorized charge to his credit card and appreciates the opportunity to respond to his concerns. Upon making contact with Mr. [redacted], he requested that a formal investigation to be performed regarding the charge and the information was forwarded to our Fraud Department. Upon investigation, T-Mobile found that on June 6, 2017, Mr. [redacted]’s credit card was used to remit payment on a T-Mobile account in the amount of $200.00. Shortly after, Mr. [redacted] notified T-Mobile of the unauthorized charge associated with his credit card. Upon review of Mr. [redacted]’s claim, T-Mobile’s fraud department determined the claim to be substantiated. Subsequently, the payment was issued back to the credit card on June 14, 2017. For further protection, T-Mobile also blocked the credit card from being utilized to remit payment to T-Mobile.
In order to receive a copy of the account information, we request that Mr. [redacted] complete the Identity Theft Affidavit supplied by the Federal Trade Commission. This is available on-line at http://www.consumer.gov/idtheft/. In addition to the affidavit, we request that Mr. [redacted] file a police report regarding the identity theft. A copy of the police report, a written request for the information, a photo ID, along with the completed affidavit can be sent to:
T-Mobile
Attn: Fraud Management
12920 SE 38th Street
Bellevue, WA 98006

Upon receipt of the completed documents, we will review them and advise Mr. [redacted] of our findings.
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.
Andrew S[redacted]
Executive Response

September 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 September 22, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] experienced regarding his equipment order. T-Mobile review of order number [redacted] which reflects that an Apple iPhone 7 Plus Gold 128GB and Apple iPhone 7 Plus Rose Gold 128GB were delivered on September 19, 2016. T-Mobile has verified that both devices were shipped from our warehouse. In an effort to amicably resolve this matter, on September 22, 2016, T-Mobile has ordered Mr. [redacted] a replacement Apple iPhone 7 Plus Rose Gold 128Gb device. Please note it may take up to seven business days to receive the replacement equipment at Mr. [redacted]’s billing address on file. Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

August 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 July 22, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns caused to Mr. [redacted] regarding his account.  T-Mobile records confirm that as of June 14, 2017, Mr. [redacted] is subscribed to the 2 Lines T-Mobile ONE All In promotional rate plan, which for $110.00 per month, provides the first two lines with unlimited talk, text and unlimited of data at up to 4G/LTE speeds depending on device capability.  Please note that all additional lines added after the first two are $45.00 each per month.    T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account.  Our records reflect that Mr. [redacted] activated his service on April 16, 2015 and attempted to take advantage of the following promotion:   Free Add-A-Line: This One’s On Us!   As can be expected, there are several eligibility requirements for each of the above promotion; some of these requirements were met and others were not.    To begin with, our records reflect that Mr. [redacted] did not meet all of the requirements for Free Add-A-Line: This One’s On Us! promotion.  Please be advised that starting March 1, 2017 and ending at 11:59 p.m. PT on March 5, 2017, postpaid and @Work customers, on an eligible plan who have a minimum of two voice lines could activate one additional line for free.  As such, Ms. [redacted] would not have qualified for this promotion, due to only having one active line and did not add additional lines until June 14, 2017.   It is important to note that T-Mobile was offering our 2 AAL's for the Price of 1 promotion from May 25, 2017 through June 27, 2017 eligible postpaid customers with 12 lines or less on our T-Mobile ONE rate plan that have a minimum of two voice lines could get two additional lines for the price of one via bill credits of 50% off each additional line while on a qualified plan. Customers could get this great deal for new voice, mobile internet (“MI”) including SyncUP and LineLink lines, or wearable lines added to their account during the promotional period.   Mr. [redacted] met all of the requirements for the 2 AAL's for the Price of 1 promotion as he activated two new voice lines on June 14, 2017, for which he is receiving the expected monthly bill credit of 50% off line ending in 0484.  The bill credit is reflected on page four of his most recent billing statement. T-Mobile regrets any inconvenience caused 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.   Sharon B[redacted] Executive Response

March 23, 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. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated March 14, 2016, regarding the above-referenced prepaid number. T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his T-Mobile monthly 4G rate plan. T-Mobile records confirm that on January 12, 2016, Mr. [redacted] activated a 4G monthly prepaid account with his mobile number ending in [redacted]. Mr. [redacted] is subscribed to a promotional $30.00 Unlimited Data & International Text with 5GB of 4G rate plan, which is an exclusive plan for devices purchased from Walmart or phones activated using our self-service on T-Mobile.com. This rate plan provides 100 minutes and each additional minute is charged at $0.10 per minute. It also includes unlimited data with 4G speeds up to 5GB and international text for $30.00 per month. Upon further review, due to an inadvertent error, Mr. [redacted] was subscribed to an additional data feature for $10.00 for the Blackberry data feature. In an effort to amicably resolve this matter, on March 16, 2016, T-Mobile removed the $10.00 additional Blackberry data feature. In addition, T-Mobile applied a courtesy credit of $30.00 to Mr. [redacted] account. As of March 16, 2016, Mr. [redacted] has a $0.00 balance and is paid through April 15, 2016. His new renewal amount will be $30.00 plus tax per month. Mr. [redacted] accepted this as a resolution to this matter. T-Mobile regrets any inconvenience to Mr. [redacted] regarding this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext.[redacted] Very truly yours, T-MOBILE USA, INC. Ligia M[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:
They still owe me $5 for sim card.
Sincerely,
[redacted]

October 31, 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 22, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to his international billing. T-Mobile has reviewed Mr. [redacted]’s account regarding the disputed international roaming charges for his mobile number’s ending in [redacted], [redacted] and [redacted]. Our records confirm the charges in dispute are for international data roaming from October 5, 2016, through October 7, 2016, while on a cruise ship. Please note that the charges for international data roaming on the previously mentioned mobile numbers total $2090.43. Please note that all data charges incurred while the handset is data roaming on a cruise ship are billed at our world class rates at a rate of $15.00 per megabyte plus applicable taxes and fees, even if the ship is at dock in U.S. waters. Billing is based on all data transmitted (sent and received). Further, as Mr. [redacted] indicates in his correspondence to your office customers receive the following message when traveling to a country that bills at world class roaming rates. Please also be advised that upon the handset registering with the network of a cruise ship, a series of text messages are sent to the handset that read: • Free T-Mobile Msg: CAUTION: Charges for web, email & apps while roaming up to $15/MB + tax. To opt out of data dial #763#, to opt in text #766# • Free T-Mobile Msg: Wi-Fi call charges are: FREE to the US, $0.20/min locally. To all other countries: long distance rates (as if originating from the US) • Free T-Mobile Msg: CAUTION: Welcome to Cruise Ship. Out of plan coverage. $0.50/text and <$5.99>/min talk. For info call us for free +1 [redacted] Based on the warning text messages that were sent and Mr. [redacted]’s usage of the service, it is T-Mobile’s position that the account was billed in accordance with the usage and considers the charges to be valid. Additionally, information on international roaming charges while on a cruise ship is readily available to customers who are interested in knowing the cost per minute before traveling. Information on calling charges can be found on www.t-mobile.com and through calls to Customer Care. Nevertheless, in an effort to resolve Mr. [redacted]’s concern, on October 26, 2016, T-Mobile offered a one-time courtesy credit for half of the amount of the international data roaming charges in the amount of $1,042.21. At the time Mr. [redacted] stated that he would consider the offer and T-Mobile advised that he would have until November 26, 2016, to contact our office at the below number to accept. 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 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. Shannon R[redacted] Executive Response

January 19, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 12, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted] concerns to his satisfaction.
 
We regret to hear that Mr. [redacted] had any concerns regarding the 2016 September iPhone 7 Trade Up promotional offering. According to our records on September 10, 2016, Mr. [redacted] purchased an Apple iPhone 7 and an Apple iPhone 7 Plus through Equipment Installment Plan (“EIP”) and traded in two Apple iPhone 6s devices.
 
During his purchase, Mr. [redacted] qualified for 2016 September iPhone 7 Trade Up promotion which started September 9, 2016, through September 25, 2016, for new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) could get a new iPhone 7 32GB for free (via bill credits) when purchased on EIP.
 
Our records confirm that at the time of Mr. [redacted]’s order, the trade request was not initiated, therefore upon the delivery of his new Apple iPhone 7 and Apple iPhone 7 Plus, he was not provided a return merchandise authorization (“RMA”) number and therefore not sent a return label. On October 3, 2016, when Mr. [redacted] contacted Customer Care to report that he didn’t receive the label the representative provided Mr. [redacted] with a return label, however he was inadvertently provided a return label which was intended to a return of the new devices not the traded in phones. Therefore, when we received the Apple iPhone 6s devices there was not a RMA associated with his order and the adjustments were not properly applied.
 
Nonetheless, we have confirmed that the traded in Apple iPhone 6s devices were received and as such, we have adjusted Mr. [redacted]’s account a total of $650.00 for each phone which was the total value of promotional value for each one of his purchases. This was applied to the outstanding balance of the EIP, leaving the EIP closed and his account with a credit balance of $161.43 going into his February 2017 billing statement. Please note that on January 16, 2017, 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.
 
 
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and am satisfied with the resolution provided contingent on corrective actions being taken to inform the employees of the company's policies and proper procedures. Sincerely, [redacted]

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 11, 2017, regarding the above-referenced account. T-Mobile is pleased to report that Ms. [redacted]’s concerns have been resolved to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced in regards to her handset upgrade. T-Mobile records confirm that on July 26, 2015, Ms. [redacted] qualified and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S6 Edge Gold 32GB handset. Ms. [redacted] was not required to make a down payment and then agreed to a series of 24 monthly installments of $32.49.
On August 23, 2016, Ms. [redacted] utilized her Samsung Galaxy S6 Edge handset as a trade-in towards the purchase of a Samsung Galaxy Note 7 Silver 64GB handset. At the time of purchase, Ms. [redacted] was not required to make a down payment and agreed to a series of 24 monthly installments of $32.50. Due to an inadvertent error, Ms. [redacted]’s Samsung Galaxy S6 Edge handset EIP was not closed and continued to bill to Ms. [redacted]’s account.
As has been widely reported, Samsung announced a world-wide recall of their Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. T-Mobile records indicate that on November 1, 2016, Ms. [redacted] returned her Samsung Galaxy Note 7 device and took advantage of T-Mobile’s EIP offering with the purchase of an LG V20 handset. Ms. [redacted] was required to make a down payment of $49.99 and then agreed to a series of 24 monthly installments of $30.00.
Records confirm that Ms. [redacted]’s January 7, 2017 billing statement reflected a balance owed of $128.08. As a payment was not received for this balance, it carried forward to Ms. [redacted]’s February 7, 2017 billing statement, which reflected a balance owed of $267.77, increasing the balance owed to $395.85. On February 15, 2017, T-Mobile received a payment of $30.00. Additionally, on February 25, 2017, T-Mobile applied a credit of $4.99 to Ms. [redacted]’s account for Google Play Store charges. On the same day, T-Mobile received a payment of $100.01, reducing the balance owed to $260.85.
As payment was not received for this balance, it carried forward to Ms. [redacted]’s March 7, 2017 billing statement, which reflected a balance owed of $480.92, increasing the balance owed to $741.77. On March 11, 2017, T-Mobile applied a credit of $32.50 to Ms. [redacted]’s account for the Samsung Galaxy Note 7 handset EIP monthly installment. Additionally, on March 13, 2017, T-Mobile applied a credit of $103.33, for the restore from suspension fees and an additional EIP monthly installment charge for the Samsung Galaxy Note 7 handset, reducing the balance owed to $605.94.
On March 29, 2017, T-Mobile applied a credit of $194.95 to Ms. [redacted]’s account, for the Samsung Galaxy S6 Edge handset, reducing the balance owed to $410.99. On the same day, T-Mobile closed out the remaining $552.50 EIP balance on the Samsung Galaxy Note 7 handset. As a result, the remaining EIP balance of $552.50 was accelerated to Ms. [redacted]’s April 7, 2017 billing statement, as well as her monthly recurring charges, bringing the statement balance to $786.13, which increased the balance owed on the account to $1,197.12.
On April 11, 2017, T-Mobile applied a credit of $552.50 to Ms. [redacted]’s account for the accelerated EIP charge associated with the Samsung Galaxy Note 7 handset. Additionally, due to an inadvertent error, T-Mobile applied a second credit of $552.50 to Ms. [redacted]’s account for the Samsung Galaxy Note 7 accelerated EIP charge, reducing the balance owed to $92.12. It is important to note that Ms. [redacted]’s account was not charged a second time for the accelerated EIP charge associated with the Samsung Galaxy Note 7 handset. Although the credit was not warranted, T-Mobile will not reverse it, and will instead allow it to stand on Ms. [redacted]’s account as a one-time courtesy.
Records confirm that on April 19, 2017, T-Mobile closed out the remaining EIP balance on Ms. [redacted]’s Samsung Galaxy S6 Edge handset, reducing the EIP balance owed to zero. Additionally, on the same day, T-Mobile applied a credit of $194.94, to Ms. [redacted]’s account, for the EIP monthly charges from August 15, 2016, through April 6, 2017, bringing the account to a credit balance of $102.82. Ms. [redacted] has accepted this as a resolution to her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Diana J[redacted]
Executive Response