T-Mobile Usa Inc

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 2, 2017 regarding the above-referenced account.
We regret any inconvenience to Mr. [redacted] regarding his account balance and missing payments, and we appreciate the opportunity to address his concerns.
T-Mobile records indicate on November 18, 2016, Mr. [redacted] activated his account with four lines of service and subscribed in our T-Mobile ONE rate plan priced at $130.00 per month for the first two lines of service and $25.00 per month for each additional line. Mr. [redacted]’s billing cycle ran from the 19th of the month and closed on the 18th day of the following month with a bill date of the 11th of the month after.
On November 24, 2016, Mr. [redacted] took advantage of our Equipment Installment Plan (“EIP”) program with the purchase of an Apple iPhone 7 Plus 128GB Jett Black device and an Apple iPhone 7 Plus 32GB Black device. At the time of purchase, Mr. [redacted] was asked to make down payments totaling $169.98, pay the taxes on the full retail price, and agreed to a series of 24-monthly installments of $61.25.
We have reviewed Mr. [redacted]’s concerns regarding the missing payments in the amounts of $292.26 and $85.60. T-Mobile found that the payment of $292.26 was processed by Mr. [redacted] on November 24, 2016, to cover his upfront cost for his above mentioned device purchases which included down payments of $169.98, $114.80 in sales taxes, and $7.48 in shipping charges. Furthermore, we found that the payment of $85.60 was to cover the cost of four SIM cards priced at $20.00 plus taxes each. Both these payments were made towards equipment purchases and not towards Mr. [redacted]’s service charges and as such, they would not impact his account balance. T-Mobile regrets any confusion this matter may have caused.
Regrettably, on January 18, 2017, Mr. [redacted] cancelled his account by porting out his mobile numbers to a different carrier. As such, the remaining EIP balances for the devices totaling $1,419.94 was accelerated to the final billing statement. Including the final monthly recurring charges of $75.35 and the accelerated EIP charges, the final billing statement totaled $1,495.29. On January 18, 2017, Mr. [redacted] remitted a payment of $1,347.50 and left a remaining balance of $147.79 due by February 11, 2017, which went unpaid.
Further review shows Mr. [redacted] had initially requested the line of service with the mobile number ending in [redacted] to be cancelled on January 18, 2017. However, on January 21, 2017, Mr. [redacted] requested to have the line of service resumed so he may transfer his number out to another carrier. This action caused prorated charges of $13.86 to be generated for an updated balance of $161.65 due by April 11, 2017.
In an effort to amicably resolve Mr. [redacted]’s concerns, on April 12, 2017, T-Mobile applied a courtesy credit of $85.60 to his account which is equal to the cost of his SIM cards. As such, Mr. [redacted]’s account remains cancelled with a revised past due balance of $76.05. T-Mobile regrets any inconvenience.
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

September 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 September 15, 2017, regarding the above-referenced account.  T-Mobile has confirmed that [redacted] and [redacted] are one in the same.   T-Mobile regrets that Mr. [redacted] has concerns with his final balance of $93.51 which has been transferred to our third-party collection agency, Diversified Consultants Inc.  Please be advised that on December 3, 2015, Mr. [redacted] activated T-Mobile service and was subscribed to the Simple Choice North America Unlimited Talk, and Text rate plan for $50.00.  Mr. [redacted] subscribed to the 6 gigabyte (“GB”) data feature for $15.00 for his line ending in 2845.  Additionally, Mr. [redacted] subscribed to the Simple Choice North America Mobile Internet 6GB rate plan for $35.00 for his Mobile Internet (“MI”) line ending in 3129.    It is important to note that on March 4, 2016, pursuant to Mr. [redacted]’s request, T-Mobile cancelled his line ending in 2845.  However, Mr. [redacted]’s account remained active with the MI line ending in 3129.  The last payment T-Mobile received from Mr. [redacted] was on December 28, 2016, in the amount of $35.00. Additionally, Mr. [redacted]’s account has carried a past due balance since the billing statement dated February 5, 2017.    The billing statement dated February 5, 2017, reflected a past due balance of $35.00 and new charges of $40.49 for a total balance due of $75.49.  The balance compromised of monthly access charges, a late fee, and applicable taxes and fees for service from February 5, 2017 through March 4, 2017.    The billing statement dated March 5, 2017, reflected a past due balance of $75.49 and a new credit balance of $11.66 which was applied to the past due balance for a total balance due of $63.83.  The balance compromised of prorated monthly access charge credits, and applicable taxes and fees for service from March 5, 2017 through April 4, 2017.    The billing statement dated April 5, 2017, reflected a past due balance of $63.83 and charges of $10.98 for a total balance due of $74.81.  The balance compromised of late fees, and applicable taxes and fees for service from April 5, 2017 through May 4, 2017.    Our records confirm that on April 12, 2017, Mr. [redacted]’s account was cancelled for non-payment. The final billing statement dated May 5, 2017, reflected a past due balance due of $74.81.  It is important to note that Mr. [redacted] was not billed for monthly access charges during this billing period due to the cancellation of the account.  It is T-Mobile’s position that the charges are valid and owed.   After Mr. [redacted]’s account was cancelled, T-Mobile’s Financial Care Department attempted to contact Mr. [redacted] in an effort to resolve his outstanding balance.  As T-Mobile’s internal collection efforts were unsuccessful, on June 5, 2017, Mr. [redacted]’s account was referred to a third- party collection agency, Diversified Consultants Inc. for further collection efforts.  In conjunction with the attempt to collect the outstanding balance, Mr. [redacted] was billed an outside collections fee of $18.70, bringing the balance on the account to $93.51.   It is T-Mobile’s position that Mr. [redacted] was billed appropriately and the balance is considered valid and owing.  Mr. [redacted] can contact Diversified Consultants Inc., at 1-877-550-1981 to make arrangement for payment.  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.   Sharon B[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
while I am fully in agreement on the resolution steps going to be taken and I have recorded in emails between me and T-Mobile executive office representative, I would like the facts to be straightened in the response.
I asked T-Mobile representative in this case to review the calls I made to request this promotion on September 19, 2016. It was T-Mobile customer service representative who recommended I do not send my paid for iPhone 6 until I receive my new phone with the instructions (which made perfect sense) who send his old phone and wait for a month to get a new one?
also when I received my iPhone 7 plus in October  I called immediately to ask for instructions to send my iPhone 6. I spoke to 3 customer service representatives since then (and their supervisors) who seemed to not be aware of how to handle this issue . A normal average person would call that incompetence and lack of training. There was no confusion on my end on what promotion I wanted back in September. However I am not the one expected to know all the twists and offers.
I would recommend in addition to honoring the promotion owed to me (on its way to be resolved now) T-Mobile should conduct full root cause investigation and root and provide additional training to their representatives including third party contractors.
Sincerely,[redacted]

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.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and I am o.k. with this resolution. Thanks to Revdex.com, without you, I will have to deal with them for even longer time to get this resolved.  Thank you, Revdex.com.
I did spent considerable amount of time dealing with T-Mobile to resolve this issue within the 10 days time period before your help.  Everyone I called, online chatted and spoke with told me not that same as what Diana specified in the letter.  They said I am eligible to be unlocked and will sent me the unlock email.  I had to wait 24 to 48 hours to get the email.  Unfortunately, all the emails (multiples) either said "insufficient information to unlock" or "I need to have 40 days of service", which I did fulfill.   If they have trained their person well, it shouldn't cause me all the problem.  Also, I was never told that when I change a personal owned and paid off phone that used by another T-mobile owner for more than 2 years and supposed to be unlocked already, the phone would be locked again until I pay additional $100 starting from the use of this personal paid used phone. After all, it is our paid off phone which I have the T-Mobile email from previous owner stating it is T-mobile unlocked phone.  I also inserted the sim at T-mobile store, too.   No one at the store told me that I may have to fulfill the $100 requirement, either.  So, buyer beware, if anyone bought or have an "unlocked" phone, just insert T-mobile sim card and it works, they may come back to ask you to meet the "so call" "$100 requirement.  Even if you paid for the phone without owning them anything.  Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
T-Mobile is liars. The communication contained in their letter is a lie.
They made a single effort to contact me, after business hours at 6 PM a few nights ago. The only other message was a call at 11 PM the same night to inform me that they would be on Christmas break until January 2nd.
My history of unlocks and device resets STEMS from my terrible reception and signal issues. T-Mobile is omitting the repeated efforts by storeside personnel over a dozen visits and a period of months (undocumented perhaps?) to have my issue resolved - unsuccessfully. I began every call to T-Mobile representatives with the explanation it was my poor service and reception I was attempting to get addressed. 
If their representatives failed to document that, it is regrettable. Everything they have said is either untrue or a blatant statement of obvious fact. Really, you think telling me my data usage and that I am authorized on this account is helpful communication? It's like a high schooler trying to fill in space in a required essay.
I am abundantly disgusted by T-Mobile's efforts to sweep this under the rug. Once more, one-bar service from a one-note carrier.
Sincerely,
[redacted]

October 10, 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 September 20, 2017, regarding the above-referenced account.  Please be advised that Mr. [redacted] remains authorized on the T-Mobile account.   T-Mobile’s goal is to provide exceptional service for all of our customers, and we regret that Mr. [redacted] was unsatisfied with our response to your office.   On October 10, 2017, T-Mobile contacted Mr. [redacted] and provided an explanation of his monthly access charges for his four mobile internet lines and confirmed the seasonal suspension on his voice line of service with mobile number ending 6718.   Though, T-Mobile has confirmed that they has been adjusted accordingly for the added and cancelled lines of service ending in 2337 and 2338 from August 2017, as a gesture of goodwill, T-Mobile issued a credit in the amount of $225.52 for the remaining past due balance; leaving the account active with a balance of $161.64 due on October 12, 2017. Please note that Mr. [redacted] was presented this offer as resolution to their concerns which he has accepted and considers this matter addressed 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

October 13, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated October 7, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], an authorized user on the above account, which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile records show that Ms. [redacted] has an estimated monthly recurring charge in the amount of $160.00. Records indicate that Ms. [redacted] currently has a two line 10GB plan for $100.00 per month before taxes and fees. Additionally Ms. [redacted] has a $12.00 Premium Handset Protection (“PHP”) feature on the line ending in [redacted] and a $10.00 PHP feature on the line ending in [redacted]. However, Ms. [redacted] is receiving a $10.00 bill credit for each of the lines on her account as she received a port-in promotion when the account was activated. T-Mobile records indicate that on September 2, 2015, Ms. [redacted] leased an iPhone 6 Plus 16GB handset with a promotion in which Ms. [redacted]’s account is charged $31.00 a month and then receives a $12.00 monthly bill credit for the length of the lease agreement for the handset. Additionally, Ms. [redacted] has a lease for an iPhone 6 64GB handset in which Ms. [redacted] agreed to pay $27.00 a month for 18 months. Furthermore Ms. [redacted] has a 24 month installment plan for two accessories purchased on May 14, 2016, in which Ms. [redacted] agreed to pay $3.55 a month for both accessories. T-Mobile regrets any concerns Ms. [redacted] may have with her bill. In Ms. [redacted]’s billing statement dated September 28, 2016, the account reflected a credit balance in the amount of $2.21. Additionally, the billing statement reflected current charges for the billing cycle from September 28, 2016 to October 27, 2016 for total charges of $197.23. T-Mobile records reflect Ms. [redacted] is receiving monthly bill credits in her account for promotions that she qualified for. Records reflect on September 29, 2016 a $12.00 Apple promotional credit was applied. Additionally, on October 2, 2016, records reflect two $10.00 credits were applied for a port in promotion for business accounts that Ms. [redacted] received when she ported in two numbers during promotional window. Ms. [redacted] made a payment on October 7, 2016 in the amount of $140.00 therefore Ms. [redacted]’s current account balance was reduced to $23.02. Upon reviewing Ms. [redacted]’s account T-Mobile has determined that Ms. [redacted] has been billed in accordance with the selected rate plan and handsets. The remaining balance of $23.02 is due on October 20, 2016 which will bring account to a zero balance once payment is made. 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. Juan B[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.  Thank you kindly for your assistance toward resolving this matter, I do appreciate it. Sincerely, [redacted]

October 12, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 6, 2016, regarding the above-referenced account. T-Mobile regrets any concerns to Ms. [redacted] with regards to our Smartphone Equality program. Please be advised that our Smartphone Equality program allows customers to be eligible for well-qualified device pricing based on their payment history and tenure. Customers must pay their bill on time for 12 consecutive months and fulfill a minimum of 12 months of tenure to qualify for zero down best pricing. Please note that taxes are still applicable with the above offer. Our records indicate that Ms. [redacted]’s billing statements are due on the 23rd of every month. On October 3, 2016, T-Mobile issued a billing statement with the due date of October 23, 2016, in the amount of $410.00 which includes a past due balance in the amount of $213.21 and monthly access charges, taxes and fees from October 2, 2016, to November 1, 2016, in the amount of $197.09. Please note that since the past due balance in the amount of $213.21 was not paid by the original due date of September 23, 2016, the 12 month of consecutive payment requirement was not met. T-Mobile regrets any inconvenience to Ms. [redacted] regards this matter. However, on October 7, 2016, in an effort to amicably resolve this matter, T-Mobile agreed to qualify Ms. [redacted] for our Smartphone Equality program. Ms. [redacted] has confirmed she is satisfied with the resolution. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I'm very please with the fact that they not only refunded the account, but that they also credited my account to make up for bank fees I was required to pay. I've been with T-mobile for awhile now, and while my service is crappy, I stay because of the price. I just hope that they can find a way to better settle these issues, and improve their customer service.Sincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but since I like T-Mobile's service and don't want to be black listed I will regretfully accept the response. Sincerely, TT[redacted]

April 19, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 18, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his monthly bill and sim card delivery. T-Mobile records indicate that on March 27, 2016, Mr. [redacted] spoke to our Telesales department to activate two lines of service. Mr. [redacted] ordered a Samsung Galaxy S7 Edge for the line ending in [redacted] and a sim card for his second line, ending in [redacted]. On March 31, 2016, the Samsung Galaxy S7 Edge was delivered and line ending in [redacted] was ported to T-Mobile. The line ending in [redacted] was not ported to T-Mobile at that time as a result of a non-working sim card that was delivered for this line. T-Mobile regrets any inconvenience to Mr. [redacted] in regards to this. Please be advised that on April 14, 2016, Mr. [redacted] received a replacement sim card and his line ending in [redacted] was ported to T-Mobile. On April 2, 2016, T-Mobile issued a bill with the due date of April 22, 2016, in the amount of $108.26 which included $93.26 for services rendered taxes and fees from April 2, 2016, to May 1, 2016, and $15.00 for 6 gigabytes (“GB”) of data on the line ending [redacted]. The above-mentioned billing details are also displayed on Mr. [redacted]’s My T-Mobile.com account. On April 6, 2016, T-Mobile removed the 6 GB data service and added 2 GB of data which is no additional cost monthly. As a result, Mr. [redacted] current monthly bill is estimated to be $106.71 plus taxes and fees, which includes $80.00 for our Unlimited Talk and Text Simple Choice North America rate plan, with 2GB of data for each line, and $26.71 per month for the equipment installment plan on his Samsung Galaxy S7 Edge. On April 18, 2016, T-Mobile explained the above-mentioned information and agreed to provide Mr. [redacted] an adjustment of $50.00 as a gesture of goodwill. Mr. [redacted] was satisfied with this offer and the information provided. Mr. [redacted]’s account reflects a credit balance of $50.00. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Cesar R[redacted] Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. We have been in ongoing communications to resolve this. they did offer to solve my problem in a way that I find satisfactory (I'm still waiting for the phone the were sending in the mail, but I guess is just a matter of time now which I have no problem waiting). Just to state, my problem with the color was not the main cause of my complain but also the treatment I received after. I hope the others customers don't suffer the same issue. I really appreciate the intervention of Revdex.com in my regard. Also I'm grateful that T-mobile did step forward and was willing to solve the issue for me. 
Sincerely,
Jonathan [redacted]

August 20, 2015
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
            Re:     ...

[redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 12, 2015, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that he has designated, [redacted] as the Power of Attorney on his account.
 
We regret any inconvenience Mr. [redacted] experienced through his efforts to settle this account on behalf of his brother, [redacted].  Our records indicate that on July 7, 2015, T-Mobile received documentation of Mr. [redacted]’s Power of Attorney authorization.  Thereafter, on July 13, 2015, Mr. [redacted] contacted Customer Care to request that the account be canceled.  However, due to an administrative error, our records confirm that the account remained active until July 23, 2015, when the account was suspended for non-payment.  We are sorry that Mr. [redacted]’s request to cancel the account was not completed as requested.
 
On August 19, 2015, pursuant to Mr. [redacted]’s request, the account was canceled. It’s important to note that as our records confirm the account holder of record previously agreed to an Equipment Installment Plan (EIP) with the purchase of an LG G3, and HTC One M8 and an Apple iPhone 6.  Please note that pursuant to T-Mobile policy when the account was canceled, the remaining EIP balance was accelerated and will be posted to the final billing statement dated September 8, 2015, which Mr. [redacted] can expect to receive at the billing address on file.
 
At the time of cancelation, the account reflected a balance in the amount of $660.16.  This included a past due balance of $343.18, which consisted of monthly access charges, monthly EIP and applicable taxes and fees for the billing periods of June 8, 2015 to August 7, 2015.  Furthermore, this balance consisted of a current balance of $316.98, which included prorated monthly access charges, EIP of $78.53 and applicable taxes and fees for the current billing period of August 8, 2015 to September 7, 2015.
 
In an effort to amicably resolve this matter, T-Mobile has applied a courtesy credit of $424.57, which covers the last three months of monthly access charges, as well as applicable taxes and fees less the monthly EIP of $78.53.  
 
Additionally, Mr. [redacted] indicated in his correspondence to your office that a device was purchased without the account holder of record’s authorization.  Our records indicate that on May 5, 2015, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 6 device.
 
Upon speaking with Mr. [redacted], he stated that during the time of purchase for the Apply iPhone 6 mentioned above, the account holder of record was incarcerated.  Therefore, if Mr. [redacted] can provide T-Mobile will official court documents showing that Mr. [redacted] was incarcerated at the time of purchase, T-Mobile will open its investigation. Mr. Hanes may fax or email the documents directly to my attention at the following:   
 
[redacted]@T-Mobile.com
Fax No. [redacted]
 
As of the date of this letter, Mr. [redacted]’s account remains canceled with an outstanding balance of $235.59 which consists of three monthly EIP payments of $78.53.  It is important to note that Mr. [redacted] will receive one final billing statement which will consist of the remaining EIP balances for the LG G3, HTC One M8 and Apple iPhone 6 mentioned above. We regret 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.
 
Emilio S[redacted]
Executive Response

May 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 May 3, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. 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 Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any inconvenience Ms. [redacted] encountered regarding the account. Our records reflect that Mr. [redacted] activated his service on November 25, 2016, and attempted to take advantage of the following promotions:
• Carrier Freedom; and
• 2016 Magenta Port-In and Trade-In offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
With respect to the Carrier Freedom offer and the 2016 Magenta Port-In and Trade-In offer, Mr. [redacted] did not meet the requirements. It is important to note that the Carrier Freedom offer was not compatible with the 2016 Magenta Port-In and Trade-In offer. However, T-Mobile records confirm that the 2016 Magenta Port-In and Trade-In offer is receiving the expected monthly bill credits of $10.00. Those bill credits are reflected on page three of Mr. [redacted]’s most recent billing statement. Furthermore, T-Mobile records confirm that a $200.00 prepaid MasterCard was issued for the mobile number ending in 6486 under the 2016 Magenta Port-In and Trade-In offer.
Nevertheless, in an effort to amicably resolve this matter, T-Mobile has agreed to honor the full terms of the Carrier Freedom offer. We request that Mr. [redacted] send an unaltered copy of his final billing statement reflecting the early termination fees incurred with his previous carrier via email to [redacted]@T-Mobile.com no later than May 31, 2017. Upon receipt, T-Mobile will review and issue the applicable reimbursement credit to Mr. [redacted]’s account. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Abigail P[redacted]
Executive Response

June 14, 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 a letter dated May 17, 2017, from [redacted] regarding the above-referenced account. As previously mentioned, [redacted] is listed as an authorized user of the account.
T-Mobile regrets any ongoing concerns Mr. [redacted] experienced in regards to his handset purchase. T-Mobile records confirm that on October 27, 2015, Mr. [redacted] qualified for and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of a Samsung Galaxy S6 Black Sapphire 32GB handset, on the mobile number ending in [redacted].
On May 16, 2017, Mr. [redacted] initiated a deferred trade-in for the above-mentioned handset and took advantage of T-Mobile’s JUMP! On Demand lease option with the lease of a Samsung Galaxy S7 Black 32GB handset.
Records indicate that Mr. [redacted]’ Samsung Galaxy S6 handset was not received at the National Return Center (“NRC”). On May 24, 2017, Mr. [redacted]’ lease reached the 18 month lease term. Therefore, on that day, the remaining Purchase Option Price of $147.99 was applied to Mr. [redacted]’ May 25, 2017 billing statement. In an effort to resolve the matter, T-Mobile will allow Mr. [redacted] to return the Samsung Galaxy S6 handset, in good working condition, within 30 days of this letter, directly to my attention at:
T-Mobile USA, Inc.
Executive Response
Attention: Diana J[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of Mr. [redacted]’ handset, T-Mobile will apply a credit of $147.99 to the account. T-Mobile recommends that Mr. [redacted] utilize a traceable carrier and obtain a tracking number prior to mailing.
Please be advised that on May 10, 2017, Mr. [redacted] qualified for and took advantage of T-Mobile’s Equipment Installment Plan (“EIP”) offering with the purchase of an LG V20 Titan handset. Mr. [redacted] was not required to make a down payment and then agreed to a series of 24 monthly installments of $20.00. Records confirm that as the handset was purchased on T-Mobile’s EIP offering and not placed on the JUMP! On Demand lease option, Mr. [redacted] returned the LG V20 handset to the NRC.
It is important to note that the LG V20 handset does not qualify to be part of T-Mobile’s JUMP! On Demand lease program. Please be assured that T-Mobile strives to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’ contact with our Customer Care department. In an effort to resolve the matter, on June 8, 2017, T-Mobile sent Mr. [redacted] a new LG V20 handset at no additional charge. Mr. [redacted] has accepted this as a 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.
Diana J[redacted]
Executive Response

June 20, 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 7, 2017, regarding the above-referenced account.
We regret any issues Ms. [redacted] experienced while upgrading her device with the JUMP! Feature as well as any issues experiences while attempting to resolve her issues with the T-Mobile Customer Care teams. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]'s recent contacts with our Customer Care teams.

T-Mobile records indicate that on October 24, 2016, Ms. [redacted]'s line ending in [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG V20 handset. It is important to note, that at the time of upgrade Ms. [redacted] was already subscribed to the JUMP! feature on line [redacted]. JUMP! 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 Equipment Installment Plan 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.

On April 15, 2017, Ms. [redacted] took advantage of her JUMP! benefit of trading-in her LG V20, financed through T-Mobile’s EIP option on the line ending in [redacted], for a credit of the remaining EIP balance, and to process a deferred upgrade to a Samsung Galaxy S8+ on EIP. A deferred upgrade must be returned within 30 days to a return center by using a provided return shipping label. Customers are able to receive their upgrade device on EIP while the trade-in is being processed. Once received, it is inspected and if found to be in acceptable condition, the EIP for the new device is zeroed out.

T-Mobile records confirm that the device was received at the trade-in center on May 1, 2017. As such the trade-in offer was valid, but the credit was not applied to the account due to an inadvertent error.
With regard to Ms. [redacted]’s employer discount concerns, T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list. This Discount Program is referred to as the T-Mobile Advantage Program. This was a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers were required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. On March 22, 2017, T-Mobile records confirm Ms. [redacted] was provided information regarding the enrollment in to the Advantage Program; however records indicate no submission has been received. As Ms. [redacted]’s current Simple Choice Family Match Unlimited Talk Text + Unlimited data 4 lines Promo rate plan meets eligibility requirements, she may visit www.t-mobile.com/advantagerewards to enroll in T-Mobile’s Advantage Program.

In an effort to amicably resolve this matter, on June 8, 2017, T-Mobile has zeroed out the Equipment Installment Plan balance for the LG V20 leaving the EIP plan closed and avoid further monthly installments. 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.
Juan C[redacted]
Executive Response

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

Complaint: [redacted]
I am rejecting this response because: No compenstation provided by T-mobile for the lost time and energy in trying to resolve this problem. We would like to have one monthly bill refuned considering the extra bill incured due the delay.
Sincerely,
[redacted]