T-Mobile Usa Inc

September 11, 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 September 3, 2015, regarding the above-referenced account.  T-Mobile records confirm that Mr. [redacted] is an authorized user of Ms. [redacted]’s account.  T-Mobile is pleased to report that we have resolved this matter to Mr. [redacted]’s satisfaction.
 
T-Mobile regrets if Mr. [redacted] did not receive his promised callback from T-Mobile.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.  Unfortunately, T-Mobile is unable to find any records that we offered to reimburse Mr. [redacted] for the cost of his handset repair through Samsung, and that is not an offer that T-Mobile is able to make available to our customers.
 
Nonetheless, T-Mobile has agreed to exchange Mr. [redacted]’s [redacted] Galaxy S6 Edge handset with a like-new replacement of the same handset from our office, and will not charge him any fees related to the indicated damage.  Please note that Mr. [redacted] should expect to receive his replacement handset in five to seven business days, and will be provided with a tracking number when it becomes available.  In addition, Mr. [redacted] has agreed to return his non-working handset to T-Mobile by October 10, 2015.  The non-working [redacted] Galaxy S6 Edge can be mailed to my attention at the following address: 
 
T-Mobile USA, Inc.
Attn:  Kayla J[redacted]
c/o Executive Response
[redacted]
Albuquerque, NM  87107
 
T-Mobile recommends that Mr. [redacted] requests a return tracking number when shipping the equipment back to T-Mobile, and that he retain a copy of the return tracking number for his records, as we are not responsible for equipment being returned back to us.  We ask that Mr. [redacted] please include the handset and battery and his account information within the box to ensure that he receives the proper credit upon receipt of the handset.  Please note that if the handset is not returned to T-Mobile, the full cost of the replacement device, in the amount of $679.99.
 
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.
 
Kayla J[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because: I spoke with 2 T-mobile respondents that reviewed the case back in January and also in may I spoke Adriana F[redacted] the president assistant of t-mobile she reviewed the case in January and saw that it was never a iPhone hanset exchange done in January the exchange was for a iPad Air 2. In may those charges was dismissed I’m am constantly billed with extra charges from t-mobile every 2 months there are 5 devices under this account plan and the phones and tables are replaced with refurbished devices that are already damaged and was repaired and charged to the customers if they are lost in the mail as a brand new device.Technology never last once it’s already broken. I don’t know why this representative choose to bring the old warranty exchanges that were closed threw other representatives back in this case. I was only discussing the handset exchange issued for August 1 that was never suppose to be found. The tracking labels that are providing to the customers for their handset exchange program are sent directly from t-mobile. I don’t believe that they could never find their phones that are sent to customers they just choose to harass their customers with extra billing fees. I just don’t understand how 1 representatives can waive the the fee because she found the tablet tracking number and this representative gets mad and add the charges back to the account I refuse to pay a out of warranty fee from January 21 that’s been dismissed in May. It should not take 9 months for t-mobile not to find a phone. I never get any letters explaining what’s going on with the account they just bill my account. Their should be more courtesy for the customers that pay their money to phone companies. Preowned phones should not cost as much as brand new out the box phones especially if they were already broken.
Sincerely,
[redacted]

April 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account. T-Mobile is pleased to advise that we have contacted Ms. [redacted] and resolved the matter to her satisfaction.
T-Mobile regrets any concerns Ms. [redacted] has experienced regarding the buyout price for her JUMP! On Demand (“JOD") lease. T-Mobile records confirm that, on November 19, 2016, Ms. [redacted] purchased a Samsung Tab E device through our Equipment Installment Plan ("EIP") program wherein she was required to remit a down payment in the amount of $48.00 and agree to 24 monthly installments in the amount of $8.00.
On December 3, 2016, Ms. [redacted] purchased two Samsung VR C devices via EIP wherein she was required to remit a down payment in the amount of $99.98 and agreed to 24 monthly installments in the amount of $4.18. Additionally, at that time, Ms. [redacted] entered into a JOD lease for two Samsung Galaxy S7 handsets wherein she was required to remit a capital cost reduction in the amount of $108.00 and agreed to 18 monthly lease installments in the amount of $52.00 plus applicable taxes.
Please be advised that if the customer does not upgrade, at 18 months they will have the choice to either return the device or own it by paying the purchase option price agreed upon at lease signing. If a customer cancels service prior to the completion of their JOD lease, they can return their device and pay any remaining lease payments in full, or they can pay the remaining lease payments along with the purchase option price in order to own the device. As Ms. [redacted]’s account was cancelled on March 31, 2017 the remaining JOD lease payments, the purchase option price, and final EIP balances will be reflected on the final billing statement which will be generated on or around April 19, 2017. It is T-Mobile’s position these charges are accurate and no credits or adjustments are due.
However, in an effort to amicably resolve the matter and upon speaking to Ms. [redacted], T-Mobile agreed to allow her to return her two Samsung Galaxy S7 handsets to my attention at the following address:
T-Mobile USA, Inc.
Attn: Brandon M[redacted] c/o Executive Response
1201 Menaul Blvd. NE
Albuquerque, NM 87107
Upon receipt of the equipment in an acceptable condition, T-Mobile agrees to credit the remaining JOD lease payments and purchase option price for a total credit in the amount of $1,063.98. T-Mobile recommends that Ms. [redacted] request 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, chargers and her account information within the box to ensure that she receives the proper credit upon receipt of the handset. Please be advised that if the final examination of the handsets indicates that they have sustained either physical or liquid damage that would void the Limited Warranty, the handsets will be returned to Ms. [redacted] and the 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 30 days from the date of this letter in order to take advantage of this offer.
Additionally, as a courtesy to Ms. [redacted], T-Mobile has placed a 30-day hold on Ms. [redacted]’s account to prevent further collection activity. Please note that this hold will expire, on May 2, 2017, at which time regular collection activity will resume for any remaining outstanding balance. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution  response is not satisfactory to me. However, most of the response is satisfactory because I accepted the agreement provided at the time of the call that I can complete the jump for both lines however my line has to be completed manually due to the error.  According to the response letter, that I did not agree with that the executive mentioned that, "on October 6, 2015, Ms. [redacted] was sent an electronic agreement in order to transfer a Samsung Note 4, an iPhone 6 Plus Impact Shield, an iPhone 6 Plus Purple Case, and an LG X100 speaker from account number ending in [redacted] to her current T-Mobile account number mentioned above. Our records confirm that Ms. [redacted] did not provide her electronic signature for the aforementioned equipment, and as such the equipment was not transferred to her current T-Mobile account and remained on account number ending in 9794. A review of Ms. [redacted]’s account confirms that she is currently subscribed to our Simple Choice 10GB rate plan for $100.00 per month which includes two lines of service with unlimited calling, unlimited texting, and 10GB of mobile data per line. Ms. [redacted] has also elected to pay $12.00 per device totaling $24.00 plus taxes for our Premium Handset Protection (“PHP”) with JUMP! feature. Based on this information, it is our positon that Ms. [redacted] has been billed according to the selected rate plan and features mentioned above.
However, Ms. [redacted] and I have documentation that the forms were sent and received confirmation in October from the representative that everything was received and the plan would stay the same.  So I disagree with that statement and I apologize that this was dragged out from November until now.  Nevertheless I am grateful for Mr. B[redacted] courtesy, professionalism and quick resolution.  Additionally,  Mr. B[redacted] resolved the issue with Ms[redacted] account and also offered a resolution with the Note 4 on my account and I will have that updated soon and also found the error with the plan and corrected the error at this time which allow myself and my child line to Jump the lines twice a year instead of the current  Jump protection that T-mobile offers to pay more than half before you can Jump because that's the feature I had when I initially requested to do the change of ownership.  I appreciate his time and quick response to resolve this matter. Especially, since it was outside of the allotted time to do so. Ms. [redacted] has been with T-Mobile for more than a decade and I was on their account for approximately five years so  I do not have any other concerns at this time as long as the resolution provided is honored.Sincerely, [redacted]-[redacted]

October 17, 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 12, 2016 regarding the above-referenced account.  We are pleased to report that we have resolved the matter to Ms. [redacted]’s satisfaction.
 
T-Mobile regrets to hear that Ms. [redacted] has concerns regarding the return of her handsets and that she has chosen another wireless service provider. T-Mobile records reflect that on June 24, 2016 that Ms. [redacted] purchased two Samsung Galaxy S7 Edge handsets at a cost of $789.99 each and two SIM Starter Kits at a cost of $20.00 each totaling $1619.98.  T-Mobile records further reflect that on July 5, 2016 that Ms [redacted] returned the handsets and that a refund was requested to the original form of payment for $1479.78, which is the cost of the two handsets minus a $50.00 restocking fee per handset.  However, as the result of an inadvertent error, the refund was not processed.
 
On August 24, 2016, $1519.98 was charged back to T-Mobile as Ms. [redacted] disputed the transaction with her financial institution and $1519.98 was debited to Ms. [redacted]’s T-Mobile account.  On September 12, 2016 T-Mobile issued a credit to the account for $1519.98.  On September 21, 2016 T-Mobile was notified by Ms. [redacted]’s financial institution that the chargeback was being reversed and $1519.98 was returned to T-Mobile.
 
However, on October 14, 2016 T-Mobile issued a refund for $1619.98 to Ms. [redacted] which she should be received at her financial institution within one to three business days.  Thus, Ms. [redacted] was refunded for the cost of the handsets as well as the SIM Starter Kits and paid no restocking fee for the returned equipment.  Additionally, as Ms. [redacted] has cancelled her service with T-Mobile, as a gesture of goodwill, T-Mobile has agreed to refund Ms. [redacted]’s final service charges which will appear on the final billing statement to be issued on October 25, 2016.  We regret any inconvenience Ms. [redacted] may have experienced.
 
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 contacts with T-Mobile regarding the matter.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
David T[redacted]
Executive Response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted], and, while a couple points need some clarification, I find that this resolution is satisfactory to me. Thank you for your help, [redacted]

August 4, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated July 31, 2016, regarding the above-referenced prepaid mobile number. Please be advised that T-Mobile has successfully resolved Mr. [redacted]’s concern to his satisfaction. T-Mobile regrets any concern to Mr. [redacted] in regards to his service experience. T-Mobile records confirm that on July 26, 2016, Mr. [redacted] purchased and activated a T-Mobile prepaid account with a mobile number ending in [redacted] and subscribed to T-Mobile’s Simply Prepaid plan offering unlimited minutes and text messaging and 3GB of high speed data. In Mr. [redacted]’s letter to your office, he indicates that he is not able to use service with his handset in or around his home. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors, such as: network changes, traffic volume, service outages, technical limitations, signal strength, equipment, terrain, structures, foliage, weather, and other conditions that may interfere with actual service, quality, and availability. Customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool. In reviewing the Personal Coverage Check tool for Mr. [redacted]’s area, T-Mobile shows that he should expect moderate coverage. Please be advised that T-Mobile’s prepaid service covers thirty days in advance and is non-refundable as well as purchased SIM cards. However, in an effort to amicably resolve this matter, on August 2, 2016, T-Mobile has processed a refund in the amount of $62.15 in which Mr. [redacted] paid at the time of activation for thirty days of service and for the SIM card purchase. Please allow up to seven to ten days for delivery of the prepaid refund card. T-Mobile regrets any concern Mr. [redacted] experienced regarding his interaction with T-Mobile’s retail staff. We strive to be professional and courteous to our customers. We also make every effort to provide complete and accurate information to our customers. T-Mobile appreciates Mr. [redacted]’s feedback and will continue to work towards providing the award winning service we are recognized for. 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. Oscar T[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] If the payment stays at $221 and change I'll accept

February 14, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327Re: [redacted]            Your File No. [redacted]T-Mobile PrePaid No....

XXX-XXX-[redacted]   To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 2, 2018, regarding the above-referenced prepaid number.  Please be advised that we have made attempts to contact Mr. **, which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. **’s concerns within this letter.T-Mobile regrets Mr. **’s experience when attempting to unlock a device.  A review of Mr. **’s prepaid number confirms that on October 3, 2017, we received a request for a Mobile Device Unlock (“MDU”) for the device used on mobile number ending in [redacted].  Upon review T-Mobile found that Mr. **’s mobile number ending in [redacted] does not meet eligibility requirements for a MDU. Please be advised that MDU codes are available to customers who meet our eligibility requirements.  One of the requirements is that the prepaid account requesting the handset to be unlocked must have a total of $100.00 in payments made to the account.  T-Mobile records confirm that Mr. **’s prepaid account has no payments remitted and his current balance of $54.20 is due to a balance transfer from a different account on October 2, 2017.  As such, the requirements for an MDU on a prepaid account have not been met Mr. **’s requests have been declined.It is important to note that Mr. **’s LG Aristo handset does not require a code for MDU but rather utilizes an unlock application that came preinstalled on the handset.  This device unlock application either approves or denies the unlock request upon checking for eligibility.  As a courtesy to Mr. **, T-Mobile has requested the device be permanently unlocked as of February 12, 2018, and sent him an email with instructions to utilize the app and select “permanent unlock”.  T-Mobile regrets any inconvenience to Mr. **. 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.Thomas M[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]

January 26, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated January 15, 2017, regarding the above-referenced account. We regret any concerns Mr. [redacted] has regarding his LG V20 handset promotion. From October 17, 2016, to October 27, 2016, current T-Mobile customers who traded-in a working handset for the LG V20 handset were eligible to get $200.00 as a rebate for their trade-in. T-Mobile records indicate that on November 2, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG V20 handset. Mr. [redacted] traded-in his paid off LG G3 handset and received a trade-in value of $19.00. Please note customers who did not receive a trade-in quote of $200.00 would receive an E-Check from LG for the difference between $200.00 and the value of their trade-in. T-Mobile customers were required to redeem the promotion by going to www.lgv20lanchpromo.com and provide a copy of the receipt of purchase and picture of the LG V20 handsets box with IMEI number to be approved. Unfortunately, Mr. [redacted] did not fulfil the submission process online as required making him ineligible for the rebate and his purchase was outside of the promotion window. In order to amicably resolve Mr. [redacted]’s concerns T-Mobile has applied a one-time credit in the amount of $205.33 for the promotion bringing Mr. [redacted]’s account balance to zero. 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

August 29, 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 18, 2017, regarding the above-referenced account.    We regret that Ms. [redacted] does not feel that our efforts to resolve this matter have been sufficient.  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] recent contact with our Executive Response Team.   In an effort to amicably resolve this matter, T-Mobile has made the following offers to Ms. [redacted].   On August 16, 2017 Ms. [redacted]’s account was placed  on our T-Mobile One price plan  On August 16, 2017 Ms. [redacted] was advised about our AutoPay feature discount which would provide a $5.00 discount per line of service. Ms. [redacted] was advised that she can enroll to this feature by visiting our web site at T-Mobile.com.   On August 18, 2017 Ms. [redacted]’s mobile number ending in [redacted] was placed on the This One’s On Us promotion thus making that line free to Ms. [redacted].   Based on the information listed above, T-Mobile respectfully declines to take any other action in relation to this matter.  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.   James H[redacted] Executive Response

April 17, 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 April 5, 2017, from [redacted] regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that they have designated [redacted] as an authorized user of the account. T-Mobile is pleased to advise that we have contacted Mr. [redacted], and resolved the matter to his satisfaction.
T-Mobile regrets any concerns that Mr. [redacted]’s experienced regarding plan and Change of Responsibility issues. A Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.
T-Mobile records indicate that on November 25, 2016, Mr. [redacted] purchased an Apple iPhone 7 128 GB through T-Mobile’s Equipment Installment Plan (“EIP”) program, wherein he was required to remit a down payment in the amount of $99.99, plus taxes on the full retail price, and agreed to 24 monthly installments in the amount of $27.09.
On February 18, 2017, T-Mobile records indicate a COR was performed on the mobile numbers ending in [redacted] and [redacted]. Upon requesting a COR, Mr. [redacted] was advised that he would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. Furthermore, it is important to note that the new customer must provide authorization in the form of an electronic signature via email to complete the transfer of the EIP.
Please note at the time of the above-referenced COR, T-Mobile did not receive the authorization to transfer the above-referenced EIP. As such, the EIP remained active on Mr. [redacted]’s account, and continued to bill in monthly installments. On April 1, 2017, T-Mobile successfully transferred the EIP to the new account.
In addition, T-Mobile regrets any concerns Mr. [redacted] has experienced regarding his monthly rate plan. Records confirm that Mr. [redacted] was subscribed to the T-Mobile ONE @Work promotional rate plan from December 29, 2016, through March 29, 2017, which provides unlimited talk, text, and high speed LTE data services starting at $130.00 for two lines per month. Please note that any additional line(s) is $45.00 per month. Upon investigating Mr. [redacted]’s billing concerns, it is T-Mobile’s position that he was billed in accordance with the rate plans and features to which he subscribed.
However, on April 11, 2017, in an effort to amicably resolve the matter and upon speaking to Mr. [redacted], T-Mobile agreed to change Mr. [redacted]’s plan to the promotional T-Mobile ONE All In rate plan which provides unlimited talk, text, and high speed LTE data services starting at $110.00 per month for two lines of service. Please note, by enrolling in AutoPay, Mr. [redacted] receives a monthly bill credit in the amount of $5.00 per line. AutoPay is a free feature that automatically deducts the balance owed on the account up to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. Mr. [redacted] will continue to receive the monthly promotional credits as long as he remains enrolled in AutoPay.
Additionally, on April 11, 2017, T-Mobile applied a one-time credit in the amount of $133.34 towards Mr. [redacted]’s account for the pricing difference of both of the above-referenced rate plans for the past two billing periods, including the EIP installments for the above-referenced iPhone 7. Pursuant to our conversation, Mr. [redacted] confirmed that the matter is resolved, and he has no further concerns.
At this time Mr. [redacted]’s account remains active with a balance of $235.68 consisting of monthly access charges, equipment installments/ lease payments, as well as applicable taxes and fees from the billing statement dated March 29, 2017, which is due on April 21, 2017. T-Mobile regrets any inconvenience to Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Adrianne F[redacted]
Executive Response

Complaint: [redacted]
I am rejecting this response because:Once again T-Mobile is unable to tell the truth. It seems that in an effort to make me go away or frustrate me they have decided to continue with such lies. Please ask yourselves why I refuse ANY troubleshooting? DOES THAT SOUND SANE TO YOU. I GO THROUGH ALL THESE STRESSFUL METHODS TO REFUSE ASSISTANCE. NO WHAT I REFUSED WAS TO BE PUSHED TO APPLE TO DEAL WITH A T-MOBILE ISSUE.The agent that called me simply stated that it could be my phone, and when I informed her that no it is not my phone because I have switch devices several times she stated several times it could be my phone and if so I would have to contact APPLE now. I asked annoyed why I should call APPLE and she said to me that they recently took over the troubleshooting for such issues. I informed her that it was not right or fair for me to be passed on to Apple after absolutely no help from T-mobile and begin this whole tedious process especially when I don't feel it is an issue with the device. She stated once again the same thing, which was for me to contact APPLE. I asked her if that was all she had to say OR OFFER and she said to me YES. I asked again and she once again said YES so I disconnected the line.  My complaint is not that my device does not work at my home rather that my device has not worked correctly in any of the areas I spend most of my time. Places: METRO ATLANTA, GWINNETT COUNTY, ALPHARETTA COUNTY, FULTON COUNTY, DEKALB COUNTY, SOUTH CAROLINA, FLORIDA.  QUESTION: IS YOUR SERVICE POOR IN ALL THESE AREAS? SAY YES AND ADMIT YOUR FAULTS IF THAT IS THE CASE BUT I KNOW IT'S NOT. I AM STILL TILL DATE WAITING FOR SOMEONE FROM T-MOBILE TO CONTACT ME AT A DECENT TIME WITHIN A DECENT TIME FRAME OF READING THIS. ALSO WITH ACTUAL HELPFUL TROUBLESHOOTING STEPS WITHOUT PAWNING ME OFF TO SOMEONE ELSE. YOU KNOW ACTUALLY TAKING RESPONSIBILITY. IT'S QUITE INTERESTING TO SEE THAT THEY'VE YET TO RESPOND TO THE FACT THAT THEY CHANGED MY BILLING DUE DATE WITHOUT MY PERMISSION. I ALSO HAVE PROOF THAT THIS IS A FACT BECAUSE I HAVE EMAILS FROM T-MOBILE STATING MY PREVIOUS DUE DATE. TMOBILE OWNS NO MISTAKES AND FINDS AWAY TO DECEPTIVELY "TRY" TO EXPLAIN THINGS AWAY. THE WAY THESE AGENTS THAT CALL NOW SPEAK WHEN I DON'T AGREE ALSO BECOMES DISRESPECTFUL. WHY? THEY JUST WANT ME TO GO AWAY. EVERYTHING I'VE READ IS T-MOBILE TRYING TO TURN IT BACK ON ME ONE WAY OR THE OTHER. I AM YET TO READ ONE THING STATING THEIR ERROR OR LACK OR ASSISTANCE. WHERE HAVE I SEEN ANYTHING SHORT OF A MISTAKEN APOLOGY ABOUT MY INITIAL COMPLAINT OF  THE DISRESPECTFUL AGENTS? IF THERE WAS ONE I DEFINITELY MISSED IT. T-MOBILE BASICALLY WANTS TO INSTEAD OF OWNING THEIR ISSUE JUST SEND ME OFF TO APPLE. THEY KNOW THE ISSUE BECAUSE I HAVE COMPLAINED SEVERAL TIMES WITH DETAILED EXPLANATION, SO THEY CAN CALL APPLE AND FIGURE IT OUT BETWEEN THEMSELVES.
Sincerely,
[redacted]

January 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated December 26, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted]; however our attempts have been unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter. T-Mobile regrets any misunderstanding surrounding Ms. [redacted]’s monthly recurring costs and coverage. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. The coverage map at www.T-Mobile.com predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. It may include locations with limited or no coverage. Our maps do not guarantee service availability. T-Mobile has verified the address on Ms. [redacted]’s account and based on the coverage map, confirms that her account address is in a good coverage area with no known issues. It is important to note that we have no record of Ms. [redacted] contacting us with issues regarding her coverage prior to contacting your office. Should Ms. [redacted] continue to experience difficulties with the service, T-Mobile requests that she please contact our Technical Support at 1-800-937-8997 with details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note that this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through network or equipment adjustments. T-Mobile records indicate Ms. [redacted] activated two lines of service on October 23, 2015. Ms. [redacted] subscribed to the Simple Choice Unlimited Talk, Text and Data for $140.00 plus applicable taxes and fees, and premium handset protection for two lines for $20.00. Additionally, Ms. [redacted] qualified for and took advantage of our JUMP! On Demand (“JOD”) offering with the leasing of an Apple iPhone 6 Plus and an Apple iPhone 6. JOD is a payment option that allows eligible customers to lease handsets by making a down payment at the time of purchase and agreeing to pay 18 monthly installments. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $417.99 and agree to a series of 18 monthly installments in the amount of $35.34. Please be advised that after the 18 month agreement customers must either return the device or pay the buyout price to own the device. The buyout price is a portion of the total purchase cost of a device that customers agree to pay if they choose to keep the equipment after the end of the lease period, or cancel the service prior to the end of the lease period and do not return the equipment. The buyout price amount may vary based upon equipment type. T-Mobile reviewed Ms. [redacted]’s billing statement and did not locate a billing statement that indicated she owed $250.00. Ms. [redacted] can expect her monthly access charges and JOD payments to be $195.34 plus applicable taxes each month. It is T-Mobile’s position that Ms. [redacted] is being billed in accordance to her selected rate plan, features and JOD agreements. In an effort to amicably resolve Ms. [redacted]’s concerns, should Ms. [redacted] wish to cancel service, she may contact me at the information listed below at which time T-Mobile will work with Ms. [redacted] to address her concerns. We ask that Ms. [redacted] contact me by January 20, 2016. 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. Ty R[redacted] Executive Response

March 17, 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 3, 2017, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.
T-Mobile regrets any inconvenience Mr. [redacted] may have experienced regarding his account. Please note that in an effort to provide our customers with new and exciting offers, from November 24, 2016 through November 27, 2016, T-Mobile began offering the 2016 Apple Black Friday promotion. This amazing promotion was offered to new and existing customers who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier were able to get the iPhone 7, iPhone 7 Plus, iPhone 6s, or iPhone 6s Plus for free after monthly bill credits. Additionally, customers must be subscribed to the T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited rate plan with unlimited data feature. Please note that these requirements must be met throughout the 24 month financing agreement.
T-Mobile records indicate that on November 25, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB-Black. 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.
Based on the promotion at the time of the purchase Mr. [redacted] was not required to make a down payment; however, he agreed to pay $55.27, which is for the upgrade fee and the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.09, which will appear on the first bill following the purchase of the device.
According to the promotion, once the trade in device is received, Mr. [redacted]’s account will receive a trade in credit in the amount of $131.00. Mr. [redacted]’s EIP charge will also receive a monthly credit of $21.62 dropping Mr. Dung’s EIP monthly payment to $5.47.
Research confirms that the Samsung Galaxy S6 Edge was received in the warehouse on December 10, 2016. However, due to an inadvertent error, Mr. [redacted]’s account didn’t receive the trade up credit.
In an effort to resolve this matter, T-Mobile agreed to close the EIP for the Apple iPhone 7 32GB. 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.
Mercedes V[redacted]
Executive Response

July 27, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               To Whom It May Concern:   T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 14, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience to Ms. [redacted] regarding her monthly billing and Carrier Freedom. 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 to Ms. [redacted] during her recent contact with our Customer Care.    T-Mobile records indicate Ms. [redacted] activated her account on June 3, 2017 with our T-Mobile One taxes included rate plan at a rate of $130.00 for the lines ending in [redacted] and [redacted].  The line ending in [redacted] was billed $25.00 per month as an additional line for the account.  Each line was billed $15.00 per month for the Bring Your Own Device (BYOD) insurance bundle.  The monthly estimated charges after insurance are $200.00.   Starting May 31, 2017 and for a limited time only, [redacted] customers who port over to T-Mobile as part of Carrier Freedom are eligible to do so without having to give up their phone. [redacted] customers can keep their current phone and use it on the T-Mobile network when meeting all of the following requirements.  The customer must activate new service on a voice line (or add a line) with T-Mobile (port-in must happen after taking the EIP screenshots) ,bring one of the following devices: Apple iPhone SE, 6s, 6s Plus, 7, 7 Plus, Google Pixel or Pixel XL, enroll in the $15.00 BYOD insurance, and submit for reimbursement within 30 days of activation.   Upon speaking with Ms. [redacted] she was advised that the monthly rate would be $200.00 after all lines and insurance.  Ms. [redacted] stated that she preferred not to pay that balance and would like to transfer service to another provider.  In an effort to offer an amicable resolution Ms. [redacted] was advised that her final billing statement would adjusted after cancellation.  The account was cancelled July 20, 2017.  The final statement will process after the cycle close date of August 4, 2017.   Please be advised that Ms. [redacted] was provided a total of $1,131.08 in reimbursements under the above listed promotion.  We have found the appropriate credits for the final bill received from Ms. [redacted]’s previous carrier were provided.  However, as an additional courtesy to Mr. [redacted] an additional credit of $43.74 was applied directly towards Ms. [redacted]’s T-Mobile billing statement from June 5, 2017 to July 4, 2017.  The credit covered the monthly installment billed from her previous provider for the month prior to her transfer to T-Mobile.  The account currently reflects an adjusted balance of $88.35.  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.   Jessica G[redacted] Executive Response

November 10, 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], and [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 2, 2016, regarding the above-referenced account. Please be advised that we have made 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 concerns Ms. [redacted] may have experienced regarding her account. Our records confirm that Ms. [redacted] activated account number [redacted] on May 13, 2006. The account currently has seven active lines of service. Our records also indicate that Ms. [redacted] activated account number [redacted] on February 12, 2007, with a single line of service ending in [redacted]. This account remained active until October 24, 2008, when it was cancelled for nonpayment. The final billing statement for account number [redacted] was dated November 10, 2008, and reflected a balance owed in the amount of $167.99 for past due monthly access charges, late payment fees, and applicable taxes. As this balance remained outstanding, on December 14, 2008, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. Please be advised that although T-Mobile does not report information directly to any of the credit bureaus, the third party collection agencies to which accounts are assigned may. The account may be reported to the credit bureau while a balance remains outstanding. T-Mobile records confirm that Ms. [redacted] activated account number [redacted] on February 6, 2008. As of May 16, 2014, Ms. [redacted] had a voice line of service ending in [redacted] and a mobile internet line of service ending in [redacted]. On November 11, 2014, Ms. [redacted] used our rip (“EIP”) program to purchase a Samsung Galaxy Note 4 handset and a Samsung Circle Bluetooth headset. Ms. [redacted] was not required to remit a down payment, and agreed to 24 monthly installments in the amount of $31.24 for the Samsung Galaxy Note 4, and $5.41 for the Bluetooth headset. Please note that if a customer has an open 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. On April 25, 2016, Ms. [redacted] moved the mobile number ending in [redacted] to account number [redacted]. However, the mobile internet line of service ending in [redacted] remained active on account number [redacted]. The account remained active until July 13, 2016, when it was cancelled for nonpayment. As there was an active EIP at the time of cancellation, the remaining balance was assessed to the final billing statement. Ms. [redacted]’s final billing statement for the account was dated August 3, 2016, and was in the amount of $594.93 for past due monthly access charges, late payment fees, taxes, and the remaining EIP balance. As this balance remained outstanding, on August 30, 2016, the account was referred to a third-party collection agency for collection of the balance owed. A collection fee in the amount of $69.15 was assessed to the account, bringing the balance to $664.08. On September 12, 2016, a credit in the amount of $1.04 was issued to adjust the taxes, and an additional $1.04 was issued on October 16, 2016, reducing the balance owed to $662.00. Finally, T-Mobile records confirm that Ms. [redacted] activated account no. [redacted] on September 7, 2015. On September 7, 2015, Ms. [redacted] used our JUMP! On Demand lease program to lease a Kyocera Hydro Wave handset. Ms. [redacted] agreed to an 18 month lease, with monthly payments in the amount of $5.75. At the end of the 18 month period, the device would need to be returned to a T-Mobile retail store, or Ms. [redacted] could remit payment for the purchase option price and retain possession of the handset. As of October 15, 2015, the account had a voice line of service ending in [redacted] and a mobile internet line of service ending in [redacted]. On October 15, 2015, Ms. [redacted] used our JUMP! On Demand lease program to lease a Samsung Galaxy Note 5 handset. Ms. [redacted] agreed to an 18 month lease period, with monthly payments in the amount of $29.00. At the end of the 18 month period, the device would need to be returned to a T-Mobile retail store, or Ms. [redacted] could remit payment for the purchase option price and retain possession of the handset. If the service was cancelled prior to the end of wither of the 18 month lease periods, the full remaining lease amount and purchase option price would be due on the final billing statement. On April 25, 2016, the voice line of service was moved to account number [redacted]. However, the mobile internet line of service was not moved, and remained active until May 7, 2016, when it was cancelled at Ms. [redacted]’s request. The final billing statement for account number [redacted] was dated June 8, 2016, and was in the amount of $145.77 for past-due monthly access charges, late payment fees, remaining lease payments, and purchase option prices. On July 20, 2016, a credit in the amount of $2.09 was issued to the account to adjust previously-billed taxes, reducing the balance owed to $143.68. As this balance remained outstanding, on August 30, 2016, T-Mobile referred the account to a third-party collection agency for collection of the balance owed. In an effort to amicably resolve Ms. [redacted]’s concerns, on November 10, 2016, T-Mobile issued a credit to account number [redacted] in the amount of $167.99, closing the account with a zero balance. A credit in the amount of $662.00 was issued to account number [redacted] on November 10, 2016, and it remains closed with a zero balance. On November 10, 2016, a credit in the amount of $143.68 was issued to account number [redacted], closing it with a zero balance. Additionally, T-Mobile has removed all three accounts from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding these debts. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change. Ms. [redacted]’s account number [redacted] remains active, with a balance of $457.21. T-Mobile recommends that Ms. [redacted] contact Customer Care at 800-937-8997 or visits http://www.myT-Mobile.com to arrange for payment of the balance owed, and to prevent service interruption. T-Mobile regrets any inconvenience Ms. [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

October 22, 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 14, 2016, regarding the above-referenced account. T-Mobile regrets any inconvenience Ms. [redacted] may have experienced regarding her mobile internet line of service. Our records confirm that Ms. [redacted] activated her account on October 14, 2016, and currently has four lines of voice service, a mobile internet line of service, and a wearable line of service. As of September 7, 2015, Ms. [redacted]’s mobile internet line of service was subscribed to our 5 GB Match Data rate plan at $10.00 monthly before taxes. Please note that Ms. [redacted] is also subscribed to our Free Data for Life promotion, where her mobile internet line of service received 200 megabytes (“MB”) of data at no cost in addition to her rate plan. T-Mobile records confirm that on July 11, 2016, T-Mobile sent a notification to Ms. [redacted] that the 5GB Match Data rate plan would no longer be available, and that her mobile internet plan would be moved to our North America Mobile Internet 5GB rate plan at $20.00 monthly. As Ms. [redacted]’s mobile internet line of service is on the same account as her voice lines, however, she would receive a monthly discount of $10.00 on the mobile internet line of service. Ms. [redacted]’s mobile internet rate plan was successfully changed on October 15, 2016. However, on October 14, 2016, Ms. [redacted] changed her rate plan on her mobile internet line to our Mobile Internet On Demand rate plan at $10.00 monthly. It is important to note that Ms. [redacted] will continue to receive the Free Data for Life promotional data, as well as the $10.00 monthly discount. 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). However, on October 14, 2016, T-Mobile issued a credit to Ms. [redacted]’s account in the amount of $30.00 for three months of her mobile internet service. Additionally, in an effort to amicably resolve Ms. [redacted]’s concerns, on October 18, 2016, T-Mobile issued an additional credit in the amount of $90.00 for the mobile internet service, bringing the total credit issued for the mobile internet line of service to $120.00, for a year of the service. Ms. [redacted]’s account remains active, with a balance of $307.88. Payment for the balance owed is due October 24, 2016. Ms. [redacted] may contacted Customer Care at 800-937-8997, or visit http://www.myT-Mobile.com to arrange for payment of the balance owed. T-Mobile regrets any inconvenience Ms. [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