T-Mobile Usa Inc

December 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 November 20, 2017, regarding the above-referenced account.
We are sorry that the performance of T-Mobile’s data network has, at times, not lived up to Mr. [redacted]’s expectations. While it is T-Mobile’s goal and commitment to provide the fastest data speeds in the wireless industry, there are times and places where network speeds can be slowed significantly because network loading is high enough to exceed the available capacity. In such circumstances, T-Mobile must take affirmative steps to manage the network for the best overall experience of the most customers. T-Mobile wants customers to use and enjoy our services as much as possible, but successful management of our network requires us to prioritize the data usage of customers when the demands for network capacity outstrip the available capacity.
T-Mobile’s records indicate that data usage on Mr. [redacted] account is very high relative to other customers. In fact, Mr. [redacted]’s account is among the highest data usage accounts on T-Mobile’s network with an average over the three billing cycles between September 9, 2017 through current cycle which started November 9, 2017, is about 100 gigabytes (“GB”) of usage.
As a very heavy user of T-Mobile services, Mr. [redacted]’s usage may be prioritized below that of other customers in order to facilitate a fair allocation of network resources among all customers when and where network loading is high enough to exceed the available capacity. Where the network is lightly loaded, a very heavy user, such as Mr. [redacted], will likely notice little, if any, affect from this lower priority. However, at times and places where the network is heavily loaded, a very heavy user, such as Mr. [redacted], can expect to see some material reduction in data speeds.
The number of locations where this condition arises is very small and T-Mobile constantly works to improve the network capacity in these areas, but there are limits on how much spectrum capacity is available. The lower speed that results from heavy network loading is temporary. When network loading goes down or a very heavy user moves to any area that is less heavily loaded, the user’s speeds will go up.
Please be advised that T-Mobile has announced our ONE Plus future for power users who want to stream unlimited HD video and get faster mobile hotspot data speeds, including when traveling. T-Mobile is the first and only wireless provider to offer unlimited high speed mobile hotspot data. For an additional $25.00 per month, per line of service, customers can upgrade to the ONE Plus feature and receive unlimited mobile hotspot data, unlimited HD data passes and twice the browsing speeds when traveling abroad. More information about our T-Mobile ONE rate plan and ONE Plus feature can be found at: https://newsroom.t-mobile.com/news-and-blogs/t-mobile-one-amped.html.
T-Mobile believes that our T-Mobile ONE rate plan and ONE Plus feature offers are consistent with Open Internet rules and are positive and innovative services that let the customer choose from of a menu of options when they sign up for service. For example, under T-Mobile ONE, the customer chooses their video streaming experience – SD at a substantial discount, or HD either with data passes or as part of the ONE Plus offering. We have given the customer additional tools and options to enhance their T-Mobile experience, not taken anything away. Offering customers the ability to choose those plan features that matter the most to them at the right price is exactly the type of innovative offer that the Open Internet rules permit.
To learn more about T-Mobile’s Open Internet practices, Mr. [redacted] may visit https://www.t-mobile.com/company/company-info/consumer/internet-services.html.⇄ /> We understand that if Mr. [redacted] regularly uses our service in a location which is often heavily loaded, T-Mobile may not be able to provide the service that is best for Mr. [redacted]’s high amount of data usage.
Thus, if Mr. [redacted] believes that his high data usage may continue to be a concern, T-Mobile is willing to allow Mr. [redacted] to cancel his T-Mobile service at any time as he is not under contractual obligation nor does he have any active Equipment Installment Plans (“EIP”) on his account.
Of course, if Mr. [redacted] does not wish to cancel his T-Mobile service, he is not required to do so. Mr. [redacted] is welcome to continue his service and account with T-Mobile, understanding that he may continue to experience reduced data speeds in places where the network is heavily loaded and his amount of data usage is disproportionately high.
Please note in an effort to amicably resolve Mr. [redacted]’s concerns upon speaking with him on November 28, 2017, T-Mobile has offered to apply a courtesy credit in the amount of $150.00, for six months of his paid feature ONE Plus at $25.00. In a further effort to address Mr. [redacted]’s concern and pursuant to his request, T-Mobile has removed the additional ONE Plus feature effective November 28, 2017. Please note the credit resulted in a balance reduction bringing the account to a credit balance of $10.01, which will be applied to the next bill dated December 9, 2017. 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

April 28, 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 April 17, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated Ms. [redacted] as an authorized user of the 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.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously and strives to provide a world-class Un-Carrier experience to all of our customers on each and every contact. We make every effort to be professional, courteous, and 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]’ recent contacts with our Customer Care team.
T-Mobile records confirm that Ms. [redacted] initiated an Equipment Installment Plan (“EIP”) Samsung Galaxy S6 Edge for her current mobile number ending in [redacted] on September 10, 2016. Regrettably, the mobile number ending in [redacted] was not subscribed to JUMP!2 feature which provides customers the benefit of trading-in their current device financed through an EIP for a credit of the remaining EIP balance due, up to one-half of the original retail price of that device. As Ms. [redacted]’ mobile line of service is not subscribed to JUMP! feature, she is not eligible to JUMP! upgrade.
Please be advised that on March 30, 2017, T-Mobile applied a credit of $97.50 to assist Ms. [redacted] with one-half of the remaining EIP balance for her Samsung Galaxy S6 Edge so that she would be able to upgrade to new handsets on EIP.
T-Mobile records confirm that on March 30, 2017, Ms. [redacted] placed a purchase order for two new Samsung Galaxy S8 Plus handsets on EIP. Please be advised that each Samsung Galaxy S8 Plus order on EIP requires a down payment in the amount of $130.00, plus applicable sales tax, and 24 equal monthly installments in the amount of $30.00. It is important to note that sales taxes are collected for the full handset retail price of $850.00 at the time of purchase which would make the total upfront cost of each Samsung Galaxy S8 Plus close to $200.00 per device based on a customer’s local tax rate. T-Mobile regrets any inconvenience to Ms. [redacted] if she was advised otherwise. T-Mobile records confirm that Ms. [redacted] received her new handsets as of April 19, 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.
Oscar T[redacted] Executive Response

March 21, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 8, 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 Ms. [redacted]’s contact with our retail location.   T-Mobile records indicate that on January 25, 2014, September 18, 2014, September 27, 2014, and April 25, 2015, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Nexus 5 handset, two Samsung Galaxy S4 handsets, a Samsung Galaxy S5, an LG G3 handset, and accessories. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.   Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $204.80 plus applicable taxes and agree to a series of 24 monthly installments in the amount of $94.42. Please be advised that if a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.    T-Mobile records confirm that Ms. [redacted] canceled her account on October 21, 2015 when she ported her mobile numbers to another service provider.  Ms. [redacted]’s billing cycle ran from the 29th of one month to the 28th of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through October 28, 2015.   Ms. [redacted]’s final billing statement was generated in the amount of $2,299.91 for monthly service charges, late fees, and remaining EIP charges plus applicable taxes.   Please be advised that T-Mobile applied credits to Ms. [redacted]’s account on February 9, 2016 totaling $51.43 for prorated monthly service charges from September 4, 2015 through October 21, 2015 plus applicable taxes. Additionally, a payment in the amount of $338.00 was remitted to Ms. [redacted]’s account bringing the balance to $1,910.48. As a result of continued non-payment, on March 9, 2016, the account was forwarded to a third-party collection agency, Diversified Consultants Inc. A collection fee was assessed to the account in the amount of $104.82 bringing the balance to $2,015.30. On September 12, 2016 the account was transferred to Amsher Collection Services, Inc. As a courtesy, and in an effort to resolve this matter, T-Mobile applied a credit to the account in the amount of $759.35 for monthly service charges, late fees, and EIP charges plus applicable taxes bringing the balance to $1,255.95 for the remaining EIP charges and the collection fee. Please be advised that this balance may be further reduced as the collection fee assessed by the third-party collection agency will likely be reduced in connection with the issuance of the above-referenced account credit. Ms. [redacted] may contact Amsher Collection Services, Inc. at 1-877-322-9724 in order to make arrangement for payment.   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

May 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 April 29, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm that Mr. [redacted] activated his account on August 2, 2016. On March 21, 2017, Mr. [redacted] used our Equipment Installment Plan program to purchase an LG G6 handset. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Mr. [redacted] remitted a down payment in the amount of $506.00, plus the sales tax on the full cost of the handset, and agreed to 24 monthly installments in the amount of $6.00 for the device balance.
At the time of Mr. [redacted]’s handset purchase, T-Mobile provided a 20 day return period from the date of delivery 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. In Mr. [redacted]’s correspondence, he indicated that he returned the LG G6 within the 20 day return period. Our records confirm that the handset was received as returned as of April 11, 2017. It is important to note that it may take up to 30 days from the date of receipt for a refund to be issued. Due to an inadvertent error, however, this refund was not issued to Mr. [redacted].
However, our records confirm that on April 28, 2017, T-Mobile issued a refund to Mr. [redacted] in the amount of $571.49 for the down payment and taxes, remitted on March 21, 2017. This refund has been issued to the credit card used for the March 21, 2017 purchase. Mr. [redacted] should have received this refund within five business days from the date it was issued. T-Mobile regrets any inconvenience Mr. [redacted] may have experienced.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Chris P[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as they commit to their promise.
Sincerely,
[redacted]

They resolved my issue a couple hours after I filled my complaint. Thank you.
 
[redacted]

May 31, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 20, 2017, regarding the above-referenced account.
T-Mobile regrets any handset concerns Ms. [redacted] has experienced. T-Mobile records indicate that Ms. [redacted] purchased a Samsung Galaxy s 7 Edge handset on September 2, 2016, using our Equipment Installment Plan (“EIP”) offering. At the time of Ms. [redacted]’s purchase, she agreed to 24 monthly installments of $32.50. Additionally, Ms. [redacted] was enrolled in our JUMP! 1 feature for $12.00 per month. The JUMP! 1 feature provides 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 EIP for full credit of the remaining balance.
Further, T-Mobile records indicate that Ms. [redacted] completed a JUMP! upgrade on May 3, 2017, by accessing her account at my.t-mobile.com, with the purchase of a Samsung Galaxy S 8 handset, and the return of her Samsung Galaxy S 7 Edge handset. Please note that upon T-Mobile’s receipt of Ms. [redacted]’s S7 Edge handset in like new condition, the associated EIP would be closed.
Regretfully, on May 18, 2017, Ms. [redacted]’s handset was received by T-Mobile with physical damage. As such, her return was ineligible for the JUMP! 1 offer, and the associated EIP was not closed.
After speaking with Ms. [redacted] on May 25, 2017, as a courtesy, T-Mobile closed the remaining EIP associated with the Galaxy S 7 Edge handset, in the amount of $519.99. T-Mobile regrets any inconvenience to Ms. [redacted], and we appreciate the opportunity to address her concerns.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Ronnie A[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because: I did send the iPhone 6 device after receiving my iPhone 7 plus. I gave the phone to the t-mobile store at 2707 highway 54 in Peachtree City Georgia. Why t-mobile did not receive this is out of my hands.
Sincerely,
[redacted]

August 21, 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 August 17, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced regarding the remaining Equipment Installment Plan (EIP) balance on his Samsung Galaxy S 4 handset. Our records confirm that on March 29, 2015, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy S 4 handset. Mr. [redacted] agreed to pay $624.00 for the Samsung Galaxy S 4 handset in a series of 24 monthly installments of $26.00 each. The first $26.00 monthly EIP charge was billed on the April 2014 billing statement. From April 2014 through July 2015 a total of $390.00 has been paid towards the $624.00 EIP balance, resulting in an unpaid EIP balance of $234.00 for the Samsung Galaxy S 4 handset. On August 9, 2015, T-Mobile received a payment totaling $208.00, which was applied to the $208.00 unbilled Samsung Galaxy S 4 handset EIP balance and the EIP ended. When the $208.00 EIP payment was applied, Mr. [redacted] August 2015 billing cycle was already in process and included a pending monthly EIP charge of $26.00 for the Samsung Galaxy S 4 handset. The $208.00 payment and the $26.00 final monthly EIP charges total $234.00, which was the balance owed on Samsung Galaxy S 4 handset on August 9, 2015. In an effort to amicably resolve Mr. [redacted] concern, on August 19, 2015, T-Mobile issued a $26.00 courtesy credit for the final monthly EIP charge billed on the August 2015 billing statement for the Samsung Galaxy S 4 handset. The balance on the account after the credit is $126.68. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We make every effort to be professional and courteous to our customers, and we apologize if any T-Mobile employee failed in any way to display that to Mr. and Ms. [redacted]. 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[redacted] Very truly yours, T-MOBILE USA, INC. Cindy M[redacted] Executive Response

October 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 September 28, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has in regards to her account and the collection calls she has been receiving. T-Mobile records confirm that Ms. [redacted] activated services on September 25, 2015. Ms. [redacted] was subscribed to T-Mobile’s Simple Choice rate plan for $50.00 plus tax monthly for her mobile number ending in 0474. Additionally, Ms. [redacted] was subscribed to the Simple Choice 3GB data feature for $10.00 per month.
On October 3, 2015, Ms. [redacted] utilized our JUMP! On Demand (“JOD”) offering with the lease of an Apple iPhone 6s Plus 16GB handset for mobile number 0474. Ms. [redacted] was not required to pay a capital cost reduction payment at the start of the lease however she agreed to 18-month lease term of $27.00 and a purchase option price of $163.99 including tax.
JOD customers may choose to purchase their leased device at any time during the 18-month lease term. However, JOD customers are responsible for the remaining lease payments, the purchase option price, and all applicable taxes. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the following billing statement.
Please be advised on May 14, 2017, Ms. [redacted]’s account was canceled via port-out. Please note Ms. [redacted]’s account was billed in advance and her billing cycle ran from the 27th of one month to the 26th of the following month with her bill being due on the 19thof the month. The final billing statement dated May 27, 2017, reflected a balance of $243.43. This balance consisted of service charges as well as the purchase option price charge for the above mentioned handset.
Please note, on July 12, 2017, Ms. [redacted] was provided with the option to return the Apple iPhone 6S Plus, that she was billed for and once received, we would adjust the $163.99. Please be advised Ms. [redacted] had until August 12, 2017, to return the handset. As of September 29, 2017, T-Mobile has no record of us receiving the handset back. Therefore, T-Mobile would consider the purchase option price to be a valid and charges on the final billing statement to be valid and owed.
After Ms. [redacted]’s account was cancelled, T-Mobile’s Financial Care department attempted to contact her in an effort to resolve her outstanding balance. As T-Mobile’s internal collection efforts were unsuccessful, on August 25, 2017, Ms. [redacted]’s account was referred to a third-party collection agency for further collection efforts as such the account was assessed a $60.08 collection fee, updating the balance to $303.51. Please note, on September 27, 2017, Ms. [redacted] was provided a system credit in the amount of $6.24 which left a revised balance of $297.27. Between the dates of August 25, 2017, through September 12, 2017, Ms. [redacted]’s account was referred to several different third party collection agencies, most recently to Enhanced Resource Centers where the account currently resides.
Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding.
However, in an effort to amicably resolve this matter, T-Mobile will allow Ms. [redacted] to return her handset in good working condition with no damages directly to my attention within 30 days of the date of this letter at:
Executive Response
Attention: Nicole C[redacted] 1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the handset, T-Mobile will apply a credit to the account in the amount of $297.27. T-Mobile recommends that Ms. [redacted] return the handset via a traceable carrier and request a tracking number when shipping. Furthermore, once this credit is issued it will bring the balance down to zero. Additionally, once T-Mobile receives the handset back we agreed to request any negative reporting toward Ms. [redacted]’s credit file be removed. Please be advised this request can take up to 90 days. 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.
Nicole C[redacted] Executive Response

April 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 April 1, 2017, regarding the above-referenced account.  We are pleased to report that we have addressed Mr. [redacted]’s concerns to his satisfaction.   T-Mobile regrets to hear that Mr. [redacted] has concerns about the required down payment for his Samsung Galaxy S8 Plus device.  Our records confirm that Mr. [redacted] is currently a JUMP On Demand (“JOD”) customer and that he has a LG V20 device that he wants to upgrade.  It is important to note, the JOD program is designed to allow customers to upgrade their device as often as three (3) times during the 18 month lease period.  There is no fee to upgrade devices; however, customers may be asked to make a capital cost reduction payment at the time of the upgrade, based on the new device chosen or their credit qualifications.  Even well qualified customers may be asked to make this payment, depending on the chosen device.  In this case, Mr. [redacted] is choosing the Samsung Galaxy S8 Plus, which has a full retail price of $850.00.  T-Mobile is willing finance $720.00 of this amount.  Should Mr. [redacted] proceed with the upgrade, he will need to make a capital cost reduction payment in the amount of $130.00, which will result then in monthly lease payments of $30.00 per month with a purchase price option of $180.00 after his 18 month lease.  We do regret any inconvenience to Mr. [redacted].   Nevertheless, in an effort to amicably resolve Mr. [redacted]’s concerns and as a courtesy, T-Mobile has offered a one-time credit of $260.00 to his account in order to reimburse Mr. [redacted] for his capital cost reduction payment for his new phones; leaving Mr. [redacted]’s account active with a credit balance of $58.32 for his April 20, 2017, due date.   Regarding Mr. [redacted]’s second concerns regarding his three JOD eligibility, as the Note 7 was recalled and required him to get a new device, the LG V20, T-Mobile will ensure that when Mr. [redacted] wants to JUMP into a new device, the LG V20 upgrade will not be counted and he will be able to take advantage of his desired devices. Please note that on April 10, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to their 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:
[redacted]
 
ECR/WILL
NM_Facility
Has Replaced My Device At No Cost.
Thank You, for resolving my consumer requests.
I have accepted the replacement terms.
My replacement has many upgrades.I am thankful and very Satisfied

As of this time, I  have not recieved a refund of any sort. I dont want this case closed until I receivethe refund. 
Complaint: [redacted]
I am rejecting this response because: As of this time, I  have not recieved a refund of any sort. I dont want this case closed until I receivethe refund. Complaint: [redacted]
Sincerely,
[redacted]

September 13, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 31, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] may have experienced in regards to equipment charges.  T-Mobile’s Equipment Installment Plan (“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.  The JUMP! feature provides customers all the coverage offered by our Premium Handset Protection bundle and the benefit of trading in their current device on EIP for full credit of the remaining balance.  Customers enrolled in JUMP! are offered the ability to upgrade to a new device up to two times per 12 month period beginning six months after enrollment.   T-Mobile records indicate that on December 5, 2015 and December 10, 2015, Mr. [redacted] purchased two LG V10 handsets for use on the mobile numbers ending in [redacted] and [redacted] by utilizing EIP.  At the time of each purchase, Mr. [redacted] was required to remit payment for taxes on each device, and he agreed to 24 monthly installments of $25.00 on each device.   T-Mobile records confirm that on March 29, 2017, Mr. [redacted] placed an order for two Samsung Galaxy S8 Plus handsets and initiated the trade in of two LG V10 handsets by utilizing the JUMP! program. On May 2, 2017, T-Mobile received the LG V10 handset that was previously associated with the mobile number ending in [redacted], and on May 5, 2017, T-Mobile received the LG V10 handset that was previously associated with the mobile number ending in 8372.  Regrettably, due to an inadvertent error, no credits were applied for either of Mr. [redacted]’s EIP balances for each LG V10 handset.   On August 31, 2017, T-Mobile contacted Mr. [redacted] and agreed to apply a credit in the amount of $190.00 to his account in an effort to amicably resolve his concerns.  The EIP for each LG V10 handset is now closed with a zero balance.   Upon contacting Mr. [redacted] on September 2, 2017, Mr. [redacted] confirmed that his concerns have been fully resolved.   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 Mr. [redacted]’s contacts with 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.   Anthony M[redacted] Executive Response

August 7, 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 August 5, 2015, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted]’ satisfaction.
 
T-Mobile regrets that Ms. [redacted] had any concerns with the non-return fee.  On April 2, 2015, replacement equipment was ordered for Ms. [redacted]’ non-working Apple iPhone 5S handset, and it was shipped to her on April 9, 2015.  Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee.  Our records indicate that we did not receive the non-working equipment.  As such; Ms. [redacted] was charged $702.15 for the non-return fee and applicable taxes.  It is important to note that the possibility of a non-return fee was disclosed to Mr. Sean [redacted], the listed authorizer user on Ms. [redacted]’ account, at the time the exchange was processed.
 
On July 20, 2015, we received the non-working equipment.  Although this was not within the allotted seven days, as a courtesy, on August 7, 2015, T-Mobile applied a credit of $702.15 for the non-return fee and the applicable taxes. 
 
T-Mobile records confirm that Ms. [redacted] requested to cancel the account on July 11, 2015 and the account was cancelled at her request on that date.  If a customer has an open Equipment Installment Plan (EIP) and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the EIP agreement provided at the time of purchase.  T-Mobile records indicate that Ms. [redacted] agreed to an EIP for the mobile number ending in 3557 on October 1, 2013 and again on January 21, 2015, with the purchase of an Apple iPhone 5C handset and an Apple iPhone 5S handset.  When the account was canceled on July 11, 2015, the remaining EIP balance of $88.00 for the Apple iPhone 5C handset and $412.37 for the Apple iPhone 5S handset was accelerated and posted to the final billing statement dated July 28, 2015.   
 
At this time, Ms. [redacted]’ final balance totals $682.99, which is comprised of monthly access charges, the EIP balances, and taxes and surcharges for services rendered and used from May 29, 2015 through July 11, 2015.
 
As a courtesy, T-Mobile placed a 60-day collection hold on the account through October 5, 2015.  T-Mobile advised Ms. [redacted] that she may contact me when one half of the balance is paid by October 5, 2015 and if she needs additional time to pay, we will approve a final 60-day collection hold.
 
In the alternative, T-Mobile advised Ms. [redacted] that she may return the Apple iPhone 5C handset and the Apple iPhone 5S handset to my attention to have the balance in full in the amount of $682.99 credited.  The handsets can be mailed to my attention to the following address: 
 
T-Mobile USA, Inc.
Attn:  Ally Y[redacted]
[redacted]
Albuquerque, NM  87107
 
T-Mobile recommends that Ms. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that she retain a copy of the return tracking number for her records, as we are not responsible for equipment being returned back to us.  We ask that Ms. [redacted] please include the handsets, batteries, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handsets.  Please be advised that if our final examination of the handsets indicates that it has sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the EIP balance will then be considered valid and owed.  It is important to note, Ms. [redacted] must have the equipment post marked for return no later than August 14, 2015.  Should Ms. [redacted] fail to meet this date, the offer will be considered void and charges will be considered valid.  
 
T-Mobile regrets any inconvenience to Ms. [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 [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Ally Y[redacted]
Executive Response

August 10, 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 29, 2017, regarding the above-referenced account.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his purchase of an LG G6 handset on March 28, 2017.  T-Mobile confirmed that Mr. [redacted] was provided a return label on March 29, 2017, via Customer Care to return his LG G6 handset.  Mr. [redacted] then contacted Customer Care on April 21, 2017 with concerns of not getting his refund for the returned equipment at which time it was advised that it can take up to 30 days after the device is received in the warehouse for refund.  Mr. [redacted] contacted T-Mobile on May 10, 2017 as he was not in receipt of his refund at which time a Handset Research Form was filed to locate the equipment that was returned to T-Mobile.    After further review on May 27, 2017, T-Mobile’s Handset Research Team located the LG G6 handset and a refund for the payment made at the time of purchase was refunded back to Mr. [redacted]’s credit card.  On July 26, 2017, T-Mobile received a notification from Mr. [redacted]’s financial institution that the equipment purchase ordered on March 29, 2017 had been returned unpaid to T-Mobile with a reason code of 'Unauthorized Purchase'.  As a result, a charge in the amount of $728.62 was placed back on Mr. [redacted]’s account for the returned credit card payment.    T-Mobile spoke with Mr. [redacted] on August 1, 2017, at which time Mr. [redacted] provided documents which reflected that his financial institution re-applied the charge for the equipment back to his bank account.   As Mr. [redacted] was able to provide the proper documentation, T-Mobile applied a credit for the equipment charge back of $728.62.  Mr. [redacted]’s account reflects a credit balance of $17.57 as of August 7, 2017.   Mr. [redacted] confirmed this has resolved his 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.   Amor M[redacted] Executive Response

July 5, 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 27, 2017, regarding the above-referenced account. Please be advised in regards to the non-returnable items listed on Mr. [redacted] concern we have confirmed this is not in relation to T-Mobile.
T-Mobile regrets any concerns Mr. [redacted] in regards to his requests for a Mobile Device Unlock. Mobile Device Unlocks are available to customers who meet our eligibility requirements. On June 27, 2017, Mr. [redacted] provided a receipt copy showing he paid full price for the iPhone 6. Please note that Mr. [redacted] account is eligible to receive a Mobile Device Unlock for his iPhone 6. As such, on June 28, 2017, T-Mobile emailed Mr. [redacted] with the Mobile Device Unlock instructions needed to unlock his device. T-Mobile records confirm the device was successfully unlocked.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted] recent contact with 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.
Carolina F[redacted]
Executive Response

January 22, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence January 12, 2018, regarding the above-referenced file number.
We regret Mr. [redacted]’s concerns regarding the unlocking of his handset. As Mr. [redacted] indicates in his correspondence to your office, he purchased the handset with the International Mobile Equipment Identifier (“IMEI”) [redacted] from the third-party provider [redacted]. Please note Mobile Device Unlock requests are available to T-Mobile customers who meet our eligibility requirements. A review of our records confirms that Mr. [redacted] does not have an active T-Mobile account or service. As such Mr. [redacted] did not meet the eligibility requirements, and we were unable to provide him with the Mobile Device Unlock for his device.
In an effort to amicably resolve his concerns, on January 14, 2018, T-Mobile processed the Mobile Device Unlock request and provided instructions via email to Mr. [redacted] to complete the unlock process. Mr. [redacted] thereafter confirmed the device was unlocked successfully.
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]

Complaint: [redacted]
I am rejecting this response because: I emailed and contacted the Rep at Tmobile yesterday via phone and via emails no response. My lines have been suspended again. This has been a total nightmare and of course she will not return my call or response to my emails. I requested a payment arrangement and a extended payment arrangement which is something Tmobile offers. The option was not available to me. I use this phone primarily for work and now I have no service yet again. The collection hold that was placed on my account needs to be put back on so I can at least pay down the bill. 
Sincerely,
[redacted]

April 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 Pre-paid No. XXX-XXX-[redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 25, 2017, regarding the above-referenced pre-paid number. T-Mobile regrets any inconvenience that Mr. [redacted] may have experienced in regards to the shipping of his handset and appreciates the opportunity to respond to his concerns.
T-Mobile records confirm that on March 23, 2017, Mr. [redacted] placed an order for a free LG Aristo, a SIM card, and a $100.00 pre-paid refill card for the amount of paid $118.03 including applicable taxes that was shipped utilizing the United States Parcel (“UPS”) tracking number [redacted]. Please be advised that once an order is placed the shipping address is not able to be updated. Upon speaking with Mr. [redacted] on April 4, 2017, he advised that he was able to successfully receive his order on March 28, 2017.
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 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