T-Mobile Usa Inc

Revdex.com:HiThank you for your help, Tmobil gave a good deal so everything is fine.I hope this is th way to let you know or let me know how to do it.[redacted]

Complaint: [redacted]
I am rejecting this response because:
The printed T-Mobile coverage map shows great coverage in my area and leads consumers to believe that coverage will never be an issue. So far, the coverage has been horrible. Once my phones are paid off, we will be leaving for [redacted] where coverage was NEVER AN ISSUE.
Sincerely,
[redacted]

April 3, 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 22, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding T-Mobile’s Carrier Freedom offer. 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 retail location.
T-Mobile records confirm that Mr. [redacted] activated T-Mobile service on July 31, 2016, and cancelled his service on August 6, 2016, when he transferred his mobile number to another carrier. T-Mobile records confirm that Mr. [redacted] traded in an Apple iPhone 6 Plus and an Apple iPhone 6 16GB for a trade in credit totaling $385.00, of which; $150.73 was applied to his in store costs and the remaining $234.27 was applied to his account balance as a credit. Please note this credit paid for Mr. [redacted]’s service costs that were incurred while his account was active with T-Mobile and the remaining credit balance afterwards of $78.89 was mailed out in the form of a refund card on November 16, 2016, to the billing address on file.
We regret hearing of Mr. [redacted]’s concerns with our Carrier Freedom promotion and the status of his submission. Please note in order to receive reimbursement for Carrier Freedom Mr. [redacted] would need to have had an active account with T-Mobile at the time of approval for his submission. As Mr. [redacted] cancelled within the return period he would not qualify to receive T-Mobile’s Carrier Freedom offer.
In an effort to amicably resolve this matter, on April 2, 2017, T-Mobile has refunded Mr. [redacted] his full trade in value of $385.00 for his devices that were traded in during activation. Mr. [redacted] should expect to receive the refund in the form of a prepaid MasterCard mailed to the address provided in his correspondence to your agency no later than ten business days. Mr. [redacted]’s account will remain closed with a zero balance.
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

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.
However, as a matter of record for this compliant and education for Tmobile and other consumers I note the following.
I agree with Tmobile that a balance was owed, however as explained to Tmobile when a customer depends on the information provided by their i.e Tmobile customer service reps and that information is incorrect, there is an issue. Not only with the information being inaccurate but also the customer service reps being difficult and unwilling to work with a customer who in good faith acknowledged that there was an issue with the balance and to come to a responsible solution.  
With all this said, the customer service rep who reached out to me to resolve the balance was professional and went above and beyond to resolve the issue at hand.
In the end this issue has been resolved and Tmobile stepped up and handled it. 
Sincerely, 
[redacted]

May 27, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated May 25, 2016, regarding the above-referenced account. We are sorry to hear that Mr. [redacted] had concerns with fraudulent activity on his T-Mobile account. Our records confirm that on July 9, 2013 Mr. [redacted] activated his T-Mobile account. Furthermore, on July 26, 2013, Mr. [redacted] contacted T-Mobile to report that his handset was stolen, and he requested that we suspend his T-Mobile account. Please be advised that accounts that are suspended for lost/stolen are still billed at the normal monthly rate. As Mr. [redacted] did not contact T-Mobile after July 26, 2013 to resume his line of service, on September 23, 2013, Mr. [redacted]’s account was canceled by T-Mobile. Mr. [redacted]’s account remains canceled with a total past due amount of $316.30 which consists of monthly recurring charges for the period of July 9, 2013, through September 23, 2013, late payments, plus taxes fees. It is our position that there was no fraudulent activity on Mr. [redacted]’s account and that the past due balance remains valid and owed. However, in an effort to amicably resolve this matter, on May 26, 2016, T-Mobile contacted Mr. [redacted] and offered a bill credit in the amount of 247.59, and to remove the account from collections and delete any negative information reported to the credit bureaus should Mr. [redacted] will remit payment to T-Mobile in the amount of $68.71 for the time Mr. [redacted] utilized the service. It is important to note that Mr. [redacted] declined this offer Should Mr. [redacted] change his mind and decide to accept this offer, he may contact me at the number provided below within thirty (30) days from the date of this letter. 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. Taylor 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.  Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because I have reached out to Carlos with three emails and two voice mails and have not received anything back. Still waiting to hear back?!
Sincerely,
[redacted]

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any ongoing concerns experienced by Mr. [redacted] regarding our Limited Warranty exchange program and his handset concerns.
As indicated in our original response, should a T-Mobile customer require a Limited Warranty exchange for their non-working handset, their replacement handset is sent to a T-Mobile retail location of the customers choosing that is located within 15 miles of the customers billing address. Mr. [redacted] contacted T-Mobile on April 10, 2017, and discussed his replacement options. At this time, Mr. [redacted] was made aware that he could process an exchange; however, the equipment would have to be sent to a T-Mobile retail store. Unfortunately, Mr. [redacted] declined to have his equipment shipped to a local T-Mobile retail store as part of our T-Mobile Limited Warranty exchange program.
Customers who process a warranty exchange are subject to a Service Warranty Processing Fee which is disclosed at the time the transaction is processed. Customers are advised of and must agree to the Service Warranty Processing Fee prior to the exchange being completed. Therefore, should Mr. [redacted] elect to process his warranty exchange through T-Mobile, he would be responsible for the $5.00 Service Warranty Processing Fee.
However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile will agree to send Mr. [redacted] a Limited Warranty exchange to his home directly. Please note Mr. [redacted]’s exchange will be a like-new handset. Furthermore, T-Mobile will agree to waive the Service Warranty Processing Fee as a one-time gesture of goodwill. Please note, Mr. [redacted] will be held responsible for any non-return fees or out of warranty fees that may be applicable to his Limited Warranty exchange. Mr. [redacted] may reach me at the number listed below to process his exchange.
Should Mr. [redacted] not be satisfied with the options provided to him by T-Mobile, he may contact Apple directly for further replacement options. Furthermore, T-Mobile would respectfully decline Mr. [redacted]’s request for further compensation as he has been made aware of his replacement options, however has elected not to process his Limited Warranty exchange as in line with our exchange policy. 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.
Martin G[redacted] Executive Response

June 8, 2015FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, 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 correspondencedated June 1, 2015, regarding the above-referenced account.  We are pleased to report that Mr. [redacted]’sconcerns have been resolved to his satisfaction.   AtT-Mobile, we bill customers based upon information obtained directly from thecustomer's System Identifying Module (“SIM”) card, which is located inside thehandset.  The SIM card is unique to thecustomer and when a call is made or received the SIM card goes through anauthentication process with the wireless network.  Once the authentication process is completed,the SIM card information is registered in the network and utilized for billingpurposes.  To further authenticate a callT-Mobile also records the serial number that is unique to the handset and islocated on the back of the handset (International Mobile Equipment Identifieror IMEI).  T-Mobile has reviewed the SIMcard and IMEI number for the disputed calls on Mr. [redacted]’s account and hasconfirmed that they are valid as they match those of undisputed calls.   T-Mobile offers customers subscribed to eligible Simple Choice and New Classic rate plansthe largest global data coverage area included at no extra charge.  This global freedom was automatically addedto qualifying Simple Choice plans andis available in over 100 countries and destinations (see www.t-mobile.com/internationalfor participating countries).  Pleasenote, there is no need to for customers to add a separate feature or service tothe account before they travel if they are subscribed to a qualifying rate plan. With T-Mobile's SimpleGlobal offering, customers have unlimited web at standard speeds ofapproximately 128Kbps.  These speeds aregreat for web browsing, email, social networking and occasional use of certainfeatures like GPS and maps.  However,should a customer feel these speeds are not sufficient; higher-speed datapasses are available for purchase when travelling abroad.  Additionally, voice calls back to the U.S.and to Simple Global countries are a flat rate of $0.20 per minute, whileunlimited text messaging is included at no cost.  It is important to note that users traveling to a countryoutside of Simple Global coverage will incur text charges at $0.50 per messagesent or received and data roaming charges at our standard World Class rates of$15/MB (plus taxes & fees).  Voice chargesvary by country, and as such, T-Mobile recommends that customers visitwww.t-mobile.com/international before they travel to see specific countryrates. Please be advised that on January 1, 2015, Vietnam implemented aregulation that requires a substantial increase in the wholesale rate that allVietnamese telecommunication service providers must charge.  As a result of this change, Vietnam wasremoved as an active participating party in our Simple Global offering.  Dueto this change imposed by the Vietnamese government, customers are now charged$5.99 per minute for calls while roaming in Vietnam, plus applicabletaxes.   Upon review of Mr. [redacted]’s billing statement dated March 22, 2015, Mr.[redacted]’s mobile number ending in [redacted] incurred a total of $299.50 forinternational long distance tolls while in Vietnam.     Upon further review of Mr. [redacted]’s account, our records confirm that Mr.[redacted]’s billing statement dated April 22, 2015, included $149.75 ininternational tolls for his mobile number ending in [redacted].  Please be advised that a total of 75 international roaming minutes wereused between the two above mentioned billing statements.     T-Mobile records confirm that on April 9, 2015, Mr. [redacted] contactedCustomer Care in an effort to dispute charges associated with internationaltolls.  Our records confirm that Mr. [redacted]was advised that the per minute charge while in Vietnam is $5.99, however in aneffort to resolve Mr. [redacted]’s concern, Customer Care offered a one-time courtesycredit if $120.31.  Our records confirmthat Mr. [redacted] accepted this offer.  Accordingly, Mr. [redacted]’s account was credited$120.31, and his balance was then updated to reflect $508.02, which was due byApril 15, 2015.  T-Mobile regrets if Mr. [redacted] feelsthat the previously accepted offer of compensation is not sufficient.  However, as per section 15 of T-Mobile’sTerms and Conditions of service dated October 20, 2013, upon acceptance of acredit, refund, or other compensation or benefit to resolve a disputed bill orcharge, that customer agrees that the issue is fully and finally resolved. However, on June 1, 2015, T-Mobile contacted Mr. [redacted] in an effort toamicably resolve his concerns, please note that Mr. [redacted] requested that we workwith his wife, [redacted].  It isimportant to note that Mr. [redacted] previously designated Ms. [redacted] as an authorizeduser of the account.   Pursuant to Mr. [redacted]’s request, T-Mobile contacted Ms. [redacted], andalthough it is T-Mobile’s position that all international charges are valid,T-Mobile offered to recalculate Mr. [redacted]’s account for international tollswhile in Vietnam, which resulted in a $313.94 courtesy credit.  T-Mobile also advised Ms. [redacted] of the changesimposed by the Vietnamese government, and advised that going forward, until achange is made by the Vietnamese government T-Mobile will continue to charge$5.99 per minute.  Please be advised thatMs. [redacted] accepted our offer as a resolution to their concern.  As such, a one-time $313.94 credit was appliedto Mr. [redacted]’s account, bringing his balance to $377.12, of which $177.60 isconsidered past due.    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

January 12, 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 January 4, 2017, regarding the above-referenced account. T-Mobile records indicate the account holder of record is the business [redacted], and that [redacted] has been designated as an authorized user of the account. Please be advised T-Mobile records indicate that [redacted] is not an authorized person on the account referenced in his letter. However, we contacted [redacted] and received his permission to speak to [redacted] regarding this matter. We regret that Mr. [redacted] does not feel that our efforts to investigate this matter were not sufficient. Please be advised that T-Mobile was not able to locate any submission Mr. [redacted] may have submitted. Please be advised that on January 3, 2017, Mr. [redacted] submitted additional correspondence providing the final equipment balance owed to his prior carrier and it was determined that he would qualify for a remaining reimbursement of $650.00. As such, on January 5, 2017, a refund in the form of a prepaid card in the amount of $650.00 was mailed to Mr. [redacted] which should arrive within ten business days. Mr. [redacted] accepted this as a full resolution and did not have any additional concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext.[redacted]. Very truly yours, T-MOBILE USA, INC. Robert R[redacted] Executive Response

July 25, 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 July 18, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted] and that she has designated [redacted] as an authorized user of the account. T-Mobile regrets in difficulties Ms. [redacted] has experienced regarding the exchange that was filed on June 9, 2016. Please note that by purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. Please note that although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. T-Mobile spoke with Ms. [redacted] on July 19, 2016, and advised as the date of this letter her account had not assessed an out-of-warranty fee. In an effort to amicably resolve this matter T-Mobile advised Ms. [redacted] to contact me directly at the number below should her account be charged an out-of-warranty fee at which time T-Mobile would agree to adjust the fee. 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 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 July 4, 2017, regarding the above-referenced account.
Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent calls to Customer Care.
T-Mobile records confirm that on February 14, 2017, Mr. [redacted] activated service with mobile numbers ending in [redacted] and [redacted]. Newly activated individual postpaid T-Mobile accounts are billed by a system known as “bill current” which we bill a month in advanced. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle.
In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
T-Mobile records confirm that Mr. [redacted] canceled his account on February 21, 2017, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 15th of one month to the 14th 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, Mr. [redacted] was billed through March 14, 2017.
Further records confirm that on March 5, 2017, Mr. [redacted] remitted payment in the amount of $120.00 leaving the account with a zero balance. On May 23, 2017, and July 4, 2017, T-Mobile requested a refund in the amount of $120.00. However, as the account did not have a credit balance of $120.00 the refund was denied.
To amicably resolve this matter, on July 6, 2017, T-Mobile credited $120.00 leaving the account with a credit balance of $120.00 and refunded Mr. [redacted] $120.00 to his financial institute. Please be advised that Mr. [redacted] is aware that the refund will take up to three business days to be deposited.
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 L[redacted] Executive Response

July 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 July 21, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter. T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate that on December 31, 2015, Ms. [redacted] entered into a JUMP! On Demand lease by selecting an Apple iPhone 6S handset. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18 month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. 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 next month billing statement. Please note that Ms. [redacted]’ T-Mobile account was cancelled on July 2, 2016. Due to account cancellation, the remaining lease payments as well as the purchase option price have been assessed and will appear on the billing statement dated August 3, 2016. Upon speaking to Ms. [redacted] on July 27, 2016, she informed T-Mobile that she did not authorize the payments of $57.64 made on June 14, 2016, and $18.57 made on July 14, 2016. Please note that these payments covered Ms. [redacted]’ monthly access charges from May 3, 2016, through July 2, 2016. On July 27, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile agreed to refund Ms. [redacted] $76.21 for the two above-mentioned payments. Additionally, T-Mobile will allow Ms. [redacted] to return her Apple iPhone 6S handset directly to my attention within 30 days of the date of this letter at: Executive Response Team Attention: William B[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 $321.50 for the remaining lease payments and the purchase option price on Ms. [redacted]’ JUMP! On Demand lease. As of July 27, 2016, Ms. [redacted]’ account remains closed with a zero balance. 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. William B[redacted] Executive Response

Revdex.com:My issue has been resolved after speaking to one wonderful representative and after notifying them about filing a complaint. Sincerely, [redacted]

October 5, 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 27, 2016, regarding the above-referenced account. We regret to hear that Ms. [redacted] has concerns regarding her payment arrangements. Please be advised on August 29, 2016, Ms. [redacted] contacted Customer Care and requested a payment arrangement for her outstanding balance of $936.01, in two installments which consisted of a carried over past due balance for several months of services. On September 6, 2016, a future payment reminder was sent to mobile number ending in 3807. On September 8, 2016, an authorized user contacted Customer Care and requested to cancel the future dated payment that he would be paying cash and requested an extended payment schedule (“EPS”) for the remaining balance. An EPS was offered to be paid in six installments but was declined. On September 26, 2016, Ms. [redacted]’s account was suspended for non-payment. At this time, Ms. [redacted] requested an EPS, which was created for the amount of $962.13 in seven installments for $137.44 monthly. In order to amicably resolve Ms. [redacted]’s concerns we have applied an adjustment in the amount of $120.00 for restoral fees. As Ms. [redacted]’s account did not have a current balance due, this credit brought Ms. [redacted]’s account to a credit balance of $120.00. 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. Christopher P[redacted] Executive Response

June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
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 16, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] has experienced while obtaining a refund for a handset return. T-Mobile records indicate that on May 31, 2017, Mr. [redacted] activated service and ported in the mobile number ending in [redacted] and opted into the T-Mobile ONE rate plan that include unlimited talk, messaging and data for $75.00 per month. Please note that the T-Mobile ONE rate plan can receive a $5.00 discount when the account is enrolled in AutoPay. In addition the premium handset protection feature was requested and added to the account at the cost of $15.00 per month.
Additionally, T-Mobile records indicate that on May 31, 2017, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 Plus 128GB Black handset. Accordingly, Mr. [redacted] was asked to remit a down payment in the amount of $149.99 plus taxes and agreed to a series of 24-monthly installments in the amount of $30.00.
At the time of Mr. [redacted]’s purchase of a new handset, T-Mobile provided a 14-day return period which allowed Mr. [redacted] to use the equipment to see if it met his needs. If the equipment was not acceptable, it could then be returned to the original point of sale for a refund/exchange or, if requested, cancelation of the service and any applicable EIP entered into at the time of the original purchase. On June 3, 2017, Mr. [redacted] elected to return the handset to the retail location; however, at the time of return, the refund of the down payment and taxes in the amount of $210.89 could not be refunded due to the payment method that was initially used as the credit card was reported as lost.
In an effort to amicably resolve this matter, T-Mobile issued the refund in the amount of $210.89, through a prepaid card and was sent to the address of record. Please note that the prepaid card will take up to ten business days to be received. 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 844-213-3926 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Jhayd G[redacted]
Executive Response

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 Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. **, which have proven unsuccessful therefore we will make every effort to address Ms. **’s concerns within this letter.
T-Mobile regrets any concerns Ms. ** experienced in regards to her Mobile Internet line of service. T-Mobile records confirm that on March 5, 2017, Ms. ** activated a Mobile Internet line of service ending in [redacted]. Please note that starting on March 1, 2017 and ending March 5, 2017, postpaid customers on an eligible rate plan with two voice lines could activate one additional line for free, under T-Mobile’s This One’s On Us promotion. This promotion included Mobile Internet lines of service activated during this timeframe.
At the time of activation, Ms. **’s line ending in [redacted] was subscribed to the Mobile Internet On-Demand rate plan, for $10.00 per month. Mobile Internet On-Demand is a plan that provides Mobile Internet (MI) data service on an as-needed basis through the purchase of On-Demand data passes.
It is important to note that Mobile Internet On-Demand rate plans were not compatible with the above-referenced promotion. Therefore, as a result Ms. **’s account did not receive a promotional credit, making the line free. However, as Ms. **’s line of service ending in [redacted] was bundled on her postpaid account with her voice lines of service, Ms. **’s account received a $10.00 monthly discount, making the line [redacted] no cost.
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. **’s contact with our Customer Care department. In an effort to amicably resolve the matter, on April 3, 2017, per Ms. **’s request in the letter to your office, although the Simple Choice North America 2GB Mobile Internet rate plan is considered a grandfathered rate plan and is no longer available to customers, T-Mobile subscribed the line ending in [redacted] to this rate plan, for $20.00 per month, plus taxes.
As a result of the rate plan change, the line is eligible to receive the This One’s On Us promotional credit, within one to two billing cycles from the date of processing. Should Ms. ** wish to discuss this matter further, she may contact me directly at the number listed below.
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 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated May 25, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding his account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] had issues with our service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should have expected good coverage. Regretfully, T-Mobile cannot guarantee coverage as there are so many factors that can affect the coverage day to day. T-Mobile records confirm that on January 10, 2016, Mr. [redacted] filed an insurance claim for a liquid damaged device through T-Mobile’s third-party insurance provider Assurant. Please note Mr. [redacted] was required to return his equipment to Assurant’s warehouse as part of the exchange. Regretfully, as Assurant did not receive the return of the damaged equipment Mr. [redacted] was charged a $438.38 non-return fee. T-Mobile views this charge as valid and owed. Please be advised Mr. [redacted]’s account was active from September 11, 2014, through March 17, 2016, when the mobile numbers were ported to another carrier, thus canceling the account. A review of Mr. [redacted]’s outstanding balance of $1,111.88 reflects the following charges: • Monthly recurring service charges for service rendered from March 14, 2016 through May 13, 2016. • Equipment Installment Plan (“EIP”) charges in the amount of $554.45 for a Samsung Galaxy Note 5 64GB purchased on September 11, 2015, and Logitech Mini Boom Black accessories totaling $79.83. • A $432.38 Assurant non return fee for a Samsung Galaxy Note 5 not returned to T-Mobile’s third-party insurance provider Assurant. • Applicable taxes and fees. While we do regret any concerns, T-Mobile views the above charges as valid and owed. In an effort to amicably resolve this matter, on May 31, 2016, T-Mobile applied a credit in the amount of $432.38 for the Assurant non-return fee. Mr. [redacted]’s account now currently reflects a remaining balance of $401.50. As an additional courtesy, T-Mobile provided a 90 day collection hold on collection activity until August 29, 2016. 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

Thank you for your quick action to resolve my needs. I am a proud loyal customer of Tmobile which regrets to switch due to reduce overhead cost of my home. Thank you for assisting me with this error and I hope that soon, a deal occurs to leave my current carrier and come back to where I truly belong to. Take care and may you always have prosperity.
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]

May 9, 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 [redacted] 26, 2017, regarding the above-referenced account.  T-Mobile records confirm that Mr. [redacted] has been designated as an authorized user on the account by Ms. [redacted].   T-Mobile regrets that Mr. [redacted] has concerns with his billing statements from 2012 to the present.  T-Mobile is unable to locate the mobile number ending in [redacted] that Mr. [redacted] referenced in his correspondence to your office as a valid T-Mobile number.    T-Mobile advised Mr. [redacted] that he may view all billing statements from December 2015 to the present by logging into the online account at www.T-Mobile.com; the billing statements may also be printed from the website.    Please be advised that in T-Mobile’s Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60-days of T-Mobile providing notice of the charges.  If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s).    T-Mobile provides call detail/usage records in the form of detailed billing statements at a charge of $10.00 per statement plus shipping fees.  Shipping fees vary based on the quantity of records requested.    If Mr. [redacted] wishes to obtain copies of billing statements that were prior to December 2015, T-Mobile requires written authorization from the primary account holder/named billing responsible party of record for the release of call detail/usage records.  The authorization will need to contain the primary account holder’s name, T-Mobile phone number or account number, billing address of record, specific billing statements requested in month and year format, last four of the primary account holder’s Social Security Number for verification, and the primary account holder’s signature.    Written authorizations can be forwarded to the following address:   T-Mobile USA, Inc. Attn: Records Requests P.O. Box 37380 Albuquerque, NM, 87176   Alternatively, requests can be sent via facsimile to (813) 351-4033.   Initial responses to records requests will be processed within 30 days of receipt.  The requestor will be provided with an invoice.  Paid records requests are processed within five business days of receipt.   T-Mobile appreciates the [redacted]’s business and we will be happy to assist with the records request upon receipt of the information, and payment for records, as mentioned above.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Ally Y[redacted] Executive Response