T-Mobile Usa Inc

April 15, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 11, 2016, regarding the above-referenced account. T-Mobile understands that a higher than expected bill can be frustrating and we regret any concerns Mr. [redacted] experienced regarding this matter. T-Mobile’s goal is to provide exceptional service for all of our customers. Our records indicate that on October 30, 2015, Mr. [redacted] activated the above-referenced account and subscribed to T-Mobile’s Simple Choice North America Unlimited Talk, Text and 10GB of data rate plan for $120.00 per month with mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. Please note that by November 9, 2015, Mr. [redacted] had ported his mobile numbers ending in [redacted], [redacted], [redacted] and [redacted] from a different carrier to replace mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. Following, on November 9, 2015, Mr. [redacted] ported his mobile number ending in [redacted] from a different carrier to replace mobile numbers ending in [redacted]. Next, on November 11, 2015, the mobile numbers ending in [redacted] and [redacted] were activated under the account. In addition, on November 11, 2015, the mobile number ending in [redacted] was ported from a different carrier to replace mobile number ending in [redacted]. Pursuant to Mr. [redacted]’ request, on November 11, 2015, the mobile number ending in [redacted] completed a mobile number change to the mobile number ending in [redacted]. Currently Mr. [redacted]’ account has the mobile numbers ending in [redacted], [redacted], [redacted] and [redacted]. The additional feature on the account is for the mobile number ending in [redacted] which has Premium Handset Protection (“PHP”) Mobile Security feature for $12.00 per month. Based on the above, Mr. [redacted]’ estimated monthly recurring charges are $132.00 before applicable taxes, equipment charges, and fees. T-Mobile records reflect that Mr. [redacted]’ billing statement dated February 2, 2016, had a total balance due in the amount of $321.64 which included a past due balance of $164.11 from the billing statement dated January 2, 2016. This balance consisted of monthly recurring charges, feature, applicable taxes and fees billed from February 2, 2016, to March 1, 2016, and late fee of $5.00 as payment was not received in full for the prior billing statement. Please note the above mentioned past due balance was due by January 22, 2016. On February 11, 2016, and February 29, 2016, payments of $164.11 and $157.53 accordingly, were remitted to the account, bringing the account to a zero balance. T-Mobile records further reflect that Mr. [redacted]’ billing statement dated March 2, 2016, had a balance of $262.74 which consisted of monthly recurring charges, feature, applicable taxes and fees billed from March 2, 2016, to April 1, 2016, and four restore from suspend fees of $20.00 per line of service. T-Mobile records confirm that Mr. [redacted]’ billing statement dated April 2, 2016, had a total balance due in the amount of $422.49 which included a past due balance of $162.74 from the billing statement dated March 2, 2016, monthly recurring charges, feature, applicable taxes and fees billed from April 2, 2016, to May 1, 2016, and late fee of $5.00. Please note that on April 10, 2016, and April 11, 2016, payments of $80.00 and $80.01, accordingly, were remitted to the account, bring the balance owed to $262.48. Mr. [redacted] billing cycle runs from the 2nd of one month to the 1st of the following month. Please be advised that customers are eligible of performing a billing cycle change once per the lifetime of the account. Also, there are certain eligibility requirements that need to be met in order to have the billing cycle closed date changed. It is important to note that if a customer chooses to change their billing cycle close date, there are certain account impacts included but not limited to billing due date change, prorated monthly access charges for the month that the billing cycle changes goes into effect which the customer must accept prior to having the cycle changed. A review of Mr. [redacted]’ account confirms that he has been billed accordingly to his selected service. Nonetheless, as a courtesy to Mr. [redacted] and in an effort to amicably resolve this matter, on April 13, 2016, T-Mobile issued credits totaling $129.81 for the four restore from suspend fees including taxes and the PHP Mobile Security feature associated to the mobile number ending in [redacted]. As a result of this credit the account balance was impacted bring the balance owed to $132.67. 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. Aika A[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], while I do not agree with T-mobile's conclusion that there was no service issue in my area during the period in question, I would accept T-mobile's  offer that honored my request for a compensation to the service interruption on my t-mobile lines. Sincerely, [redacted]

August 9, 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 August 2, 2016, regarding the above-referenced account. T-Mobile regrets any warranty exchange concerns Ms. [redacted] has experienced. On July 23, 2016, replacement equipment was ordered for Ms. [redacted]’s non-working equipment. Please be advised that in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment so as to avoid being charged a non-return fee. It is important to note that the possibility of a non-return fee was disclosed to Ms. [redacted] at the time the exchange was processed. Please note that as of August 8, 2016, T-Mobile has no record of Ms. [redacted]’s non-working equipment being returned to our warehouse. Please be advised that the above-mentioned replacement equipment was shipped to a T-Mobile retail location for pick-up. It is the T-Mobile retail store’s responsibility to return the non-working handset back to our warehouse. On August 8, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $204.87 to the account for monthly access charges from June 9, 2016, through July 8, 2016. Ms. [redacted]’s account currently reflects a zero balance. Additionally, T-Mobile will follow up on Ms. [redacted]’s account in 30 days from the date of this letter and waive any non-return fees if assessed toward the account for the above-referenced warranty exchange. 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

June 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted] Your File No. [redacted]  T-Mobile Account No. [redacted] 
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017 regarding the above-referenced account. T-Mobile appreciates being given the opportunity to review and address Ms. [redacted]’ concerns.
We regret any concerns Ms. [redacted] experienced regarding an inquiry on her credit report. Upon review of this matter, T-Mobile shows no record of a credit inquiry dated August 20, 2015, as mentioned by Ms. [redacted]. Upon speaking with Ms. [redacted] on June 9, 2017, we have advised that we will contact Equifax, Trans Union and Experian requesting to have the inquiries removed. We regret any inconvenience this may have caused Ms. [redacted].
Ms. [redacted] may contact the credit bureaus at the following numbers:
Equifax 888-259-2689
Experian 888-397-3742
Trans Union 800-916-8800
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.
Felicia P[redacted] Executive Response

September 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 August 26, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction and appreciates the opportunity to resolve her concerns. As outlined in our previous letter to your office dated July 28, 2016, upon speaking with Ms. [redacted] on July 26, 2016, T-Mobile removed the balance on Ms[redacted]’s account by placing a one-time credit in the amount of $1,072.56. Regrettably, due to an inadvertent error, Ms. [redacted]’s previously agreed upon payment arrangement was not removed at that time thus causing $158.37 to be deducted from her banking account resulting in overdraft fees from her financial institution. Please be advised that we have requested for Ms. [redacted] to submit a copy of her banking statement reflecting any overdraft fees via facsimile to 505-998-3796. Once received, T-Mobile will be happy to reimburse her via a pre-paid debit card for the overdraft fees reflected on the statement. Finally, in an effort to amicably resolve this matter, on August 30, 2016, T-Mobile has removed the balance on Ms. [redacted]’s account by applying a credit in the amount of $279.58 resulting in a zero balance. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care Department. 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

January 2, 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 December 27, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] experienced regarding her T-Mobile account balance. T-Mobile records indicate on April 10, 2015, Ms. [redacted] activated her account and subscribed to our Simple Choice Family Unlimited Talk and Text family plan for $100.00 per month for two lines of service. Ms. [redacted]’s line ending in [redacted] subscribed to our Premium Handset Protection feature for $10.00 per month. Upon activation, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an LG G2 device. The EIP Agreement is a 24-month, no interest financing agreement available to qualifying customers with active service. On August 26, 2015, Ms. [redacted] started two EIPs for a Samsung Galaxy Note 5 32GB device and a Samsung Galaxy Note 5 64GB device. On September 25, 2015, Ms. [redacted] cancelled her line ending in [redacted] when she ported this number to another service provider. T-Mobile did not receive a request to cancel her line ending in [redacted] and this line remained active on Mr. [redacted]’s T-Mobile account. On December 2, 2015, T-Mobile was notified Ms. [redacted] had filed bankruptcy on September 22, 2015. As a bankruptcy case had been filed, T-Mobile has a legal obligation to separate the accounts as post-petition and prepetition for accounting purposes. It was T-Mobile’s position that Ms. [redacted] was not responsible for a balance of $1,616.78. T-Mobile ended the EIPs for the above referenced devices and the final amount owed for each device applied to Ms. [redacted]’s following monthly billing statement. As Ms. [redacted]’s line ending in [redacted] was not cancelled or ported to a new carrier, charges continued through March 18, 2016 when the line was cancelled for non-payment. Ms. [redacted]’s final monthly billing statement was in the amount of $734.74 which consisted of the final device charges, monthly access charges, and fees and taxes for the billing period from December 19, 2015 through March 18, 2015. On April 22, 2016, Ms. [redacted]’s account was referred to the third party collection agency Diversified Consultants Inc. Please note that when an account is transferred to a third party collection agency a fee may be assessed and is typically based on the past due balance at the time of transfer. A third party collection fee in the amount of $74.54 billed to the account bringing the account balance to $809.28. Upon speaking with Ms. [redacted] December 30, 2016, she provided monthly billing statements from Verizon which indicated the line ending in [redacted] did attempt to port to the Verizon account. Regrettably, the port was not successful and it remained on the T-Mobile account. In an effort to amicably resolve this matter, T-Mobile has issued an adjustment in the amount of $734.74. The third party collection fee in the amount of $74.54 will automatically adjust within 48 business hours. T-Mobile advised Ms. [redacted] it can take up to 90 days for the account to reflect as settled in full on her credit report. 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. Jennifer G[redacted] Executive Response

June 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Prepaid No. XXX-XXX-[redacted] and XXX-XXX-[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 9, 2017, regarding the above-referenced account.
T-Mobile regrets any mobile number change concerns Mr. [redacted] has experienced. T-Mobile records confirm that on June 7, 2017, Mr. [redacted] requested to change his mobile number ending in [redacted]. Please be advised that at that time, T-Mobile did not have mobile numbers available within the requested area code.
On June 11, 2017, T-Mobile determined that due to an inadvertent error, Mr. [redacted]’ mobile number ending in [redacted] was no longer accessible in our prepaid system. However, on June 12, 2017, Mr. [redacted]’ mobile number ending in [redacted] was restored and made viewable once again.
In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $50.00 to Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] for monthly access charges from June 25, 2017, through July 24, 2017. Both prepaid accounts currently reflect a credit balance of $50.00. 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.
[redacted]
Executive Response

August 15, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 1, 2017, regarding the above-referenced account.  T-Mobile is pleased to report we have resolved this matter to Ms. [redacted]’s satisfaction.   T-Mobile regrets any inconvenience Ms. [redacted] may have experienced during her recent order. T-Mobile records indicate that on March 22, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Tab E tablet.  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.    At the time, Ms. [redacted] was provided with a 14-day buyer’s remorse period at which she could return the equipment for a full refund. The tablet must be in its original packaging with original contents, undamaged and in good working condition.  Records confirm the above mentioned tablet was in fact returned on April 20, 2017 however due to an inadvertent error, Ms. [redacted] account was not canceled until May 17, 2017, due to non-payment.   Upon review of the account and Ms. [redacted]’s, correspondence, T-Mobile has issued a credit of $222.67 to the above-referenced account bringing the account to a zero balance.  In addition, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus relating to this account.  Please note that it may take up to 90 days for the credit report to be updated.  Ms. [redacted]’s 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.   James H[redacted] Executive Response

Tell us why here... March 6, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 February 22, 2018, regarding the above-referenced account.  Please be advised that we have made attempts to contact Mr. [redacted], which have proven unsuccessful.  As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter.  T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding billing, handset blocking, and equipment returns.  T-Mobile records reflect that Mr. [redacted] subscribed to our Simple Choice rate plan on May 19, 2016, at the cost of $80.00 per month for the first two voice lines of service, and $10.00 per month for each of his third and fourth voice lines.  In addition to Mr. [redacted]’s rate plan, he also subscribed to the optional 6GB data feature at the cost of $15.00 per month, JUMP feature at the cost of $12.00 per month, Voicemail to Text feature at the cost of $4.00 per month, Name ID feature at the cost of $4.00 per month, and the FamilyWhere feature at the cost of $9.99 per month on the mobile number ending in 6235.Mr. [redacted] also purchased the following equipment utilizing our Equipment Installment Plan (“EIP”):• Samsung Galaxy S6 Edge handset purchased on September 7, 2015, at the cost of $679.99 plus taxes, for which taxes were paid at the time of purchase and 24 monthly installments of $28.34 were accepted• Samsung Galaxy S7 Edge handset purchased on August 4, 2016, at the cost of $789.99 plus taxes, for which a down payment of $69.99 and taxes were paid at the time of purchase and 24 monthly installments of $30.00 were acceptedMr. [redacted]’s total monthly cost including his services and EIP before applicable usage charges, taxes and fees was at $203.33 per month.Customers who wish to receive a Coverage Solution device agree to return the device(s) should their service be cancelled.  In the event that coverage equipment is not returned, a non-return fee is assessed.  On February 13, 2015, Mr. [redacted] qualified for and ordered a 4G LTE Signal Booster coverage device, for which he was required to pay a $25.00 deposit.  Additionally, on January 15, 2016, Mr. [redacted] qualified for and ordered a 4G LTE CellSpot coverage device, for which no deposit was required.As the account was past due and T-Mobile had not received any payments on the account since September 28, 2016, Mr. [redacted]’s account was cancelled for nonpayment on January 7, 2017.  In accordance with the EIP offer and as Mr. [redacted] owes an outstanding balance on his Samsung Galaxy S6 Edge and Samsung Galaxy S7 Edge handsets, both handset were blocked for nonpayment on January 11, 2017.  It is T-Mobile’s position that the full balance of Mr. [redacted]’s account must be paid in order to be eligible for an unlock.  Furthermore, it is important to note that insurance claims cannot be processed once an account is canceled.  Should Mr. [redacted] have any questions or concerns regarding his insurance coverage, he may contact Assurant Solutions, the insurance provider, at 1-866-866-6285.Following cancellation, a billing statement dated January 14, 2017, was sent in the amount of $2,025.04 due by February 6, 2017, consisting monthly service and feature charges for the dates of December 15, 2016, through January 7, 2017, remaining EIP balances, a late fee, applicable taxes and fees in the amount of $851.65, a past due balance in the amount of $1,198.39 dating back to September 28, 2016, and a deposit refund of $25.00.A billing statement dated February 14, 2017, was sent in the amount of $2,489.94 due by March 6, 2017, consisting of non-return fees for Mr. [redacted]’s coverage devices and applicable taxes in the amount of $464.90, and a past due balance in the amount of $2,025.04.  It is important to note that T-Mobile sent reminders and return labels to Mr. [redacted]’s billing address so that he may return his coverage devices within 30 days to avoid a non-return fee.  As Mr. [redacted] did not return the equipment within the allotted timeframe, it is T-Mobile’s position that his coverage devices are no longer eligible to be returned.Please be advised that T-Mobile attempted to contact Mr. [redacted] via billing notifications and calls to the contact number of record in an effort to collect this balance.  As the balance remained unpaid, T-Mobile referred the account to a third-party collection agency on February 14, 2017, and a one-time collection fee in the amount of $371.26 was assessed, updating the account balance to $2,861.20.  Mr. [redacted] may contact AmSher, the third-party collection currently assigned to collect on this account, at 1-877-322-9724 to discuss arrangement options.Please note that once a mobile number is cancelled, customers have up to 60 days to resume the line with the same mobile number.  Upon review of the account, Mr. [redacted]’s account has been cancelled for more than a year and his mobile number ending in 6235 is ineligible to be reactivated.  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.Anthony M[redacted]Executive Response

March 21, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 10, 2017, regarding the above-referenced account.
T-Mobile does regret any inconvenience to Ms. [redacted] regarding her Carrier Freedom reimbursement request. T-Mobile is delighted that Ms. [redacted] chose T-Mobile as her wireless service provider, and we welcome her to the Un-carrier family. We regret hearing of Ms. [redacted]’s concerns with our Carrier Freedom promotion and the status of her submission. As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer. These promotions, collectively known as Carrier Freedom have been overwhelmingly successful.
There are several eligibility requirements to be met. One requirement is that customers must trade-in eligible devices that must be sent to our trade-in center. Unfortunately, T-Mobile has no record of Ms. [redacted]’s trade-in [redacted] equipment being received by our trade-in facility. As such, Ms. [redacted]’s Carrier Freedom reimbursement has not been processed.
On March 15, 2017 Ms. [redacted] was sent a reimbursement in the amount of $305.76 in an effort to amicably resolve this matter. In a further effort to amicably resolve this matter, T-Mobile has agreed to send Ms. [redacted] an additional reimbursement of $452.49. As such, Ms. [redacted] has been received a reimbursement in the full amount of her eligible reimbursement claim. T-Mobile has sent Ms. [redacted]’s remaining Carrier Freedom reimbursement of $452.49 to the address provided to your office which should arrive within five to seven business days.
In Ms. [redacted]’s letter to your office, she indicates that she is not able to use service with her handset in or around her home. We regret any coverage issues Ms. [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.
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 Ms. [redacted]’s area, T-Mobile shows that she should expect moderate to good coverage.
T-Mobile would be happy to complete troubleshooting should Ms. [redacted] wish. However T-Mobile contacted Ms. [redacted] on March 17, 2017, at which time she indicated that she did not want to proceed with trouble shooting as she intended to cancel service with T-Mobile. T-Mobile sincerely regrets that Ms. [redacted] is looking to cancel her T-Mobile account.
It is important to note that 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. 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.
Martin G[redacted]
Executive Response

April 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated April 16, 2017, regarding the above-referenced file number.
T-Mobile regrets any inconvenience to Mr. [redacted] regarding his concerns with his Mobile Device Unlock (MDU) request.
MDU’s are available to customers who meet our eligibility requirements. Presently non-T-Mobile customers are not eligible for an MDU request.
T-Mobile contacted Mr. [redacted] on April 18, 2017, via telephone. At the time of our conversation, Mr. [redacted] confirmed that he had no active T-Mobile account. As such, T-Mobile advised Mr. [redacted] that he would not qualify for a MDU. However T-Mobile did advise Mr. [redacted] that he may contact whomever he purchased the equipment from and request they process an MDU on his behalf if they are a T-Mobile customer. T-Mobile regrets an 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.
Martin G[redacted]
Executive Response

March 21, 2016
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
            Re:      [redacted]                         [redacted]                         [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 16, 2016, regarding the above-referenced account.  T-Mobile is pleased to report that we resolved this matter to Ms. [redacted] satisfaction.
T-Mobile regrets any inconvenience that Ms. [redacted] experienced with our Carrier Freedom offer.  On March 21, 2016, T-Mobile received Ms. [redacted] equipment installment agreement for the Apple iPhone 5S that was traded-in.  Please be advised that the Apple iPhone 5S was blocked when we received it, which makes the handset ineligible for reimbursement.  However; in an effort to amicably resolve this matter and as a gesture of goodwill, T-Mobile agreed to reimburse Ms. [redacted] for the Apple iPhone 5S balance of $600.39.  In addition, Ms. [redacted] mobile numbers ending in [redacted] and [redacted] were each charged a $180.00 early termination fee from her previous service provider. 
On March 21, 2016, T-Mobile approved a reimbursement in the amount of $960.39, which should be delivered to Ms. [redacted] within 10 business days.
T-Mobile appreciates Ms. [redacted] business and we regret any inconvenience that she 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.
Ally Y[redacted]
Executive Response

May 16, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated May 4, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that he has designated [redacted] as an authorized user of the account. T-Mobile is pleased to inform you that upon speaking with Ms. [redacted], she confirmed that her concerns have been resolved to her satisfaction.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced regarding our 2016 September iPhone 7 Trade Up offer. From September 9, 2016, through September 14, 2016, new and existing postpaid customers who trade in their fully paid off iPhone can get a new iPhone 7 for free via trade-in credit and monthly bill credits when purchased on Equipment Installment Plan (“EIP”). Please note customers must turn in their trade-in device within 14 days of their purchase and the handset must past the three point inspection, which includes but is not limited to the Find My iPhone (“FMIP”) feature being disabled.
On September 14, 2016, T-Mobile records reflect Mr. [redacted] traded in two iPhone 6 devices and purchased two iPhone 7 128 GB devices on an Equipment Installment Plan (“EIP”). The purchase price for each device was $749.99 for a total of $1,499.98, which Mr. [redacted] agreed to pay in 24-monthly installments of $54.18.
On February 28, 2017, T-Mobile records indicate we received the iPhone 6 devices which were received after the allotted timeframe to turn in devices. Please note, one of the iPhone 6 trade-in devices also had the FMIP enabled; which, pursuant to the 2016 September iPhone Trade Up offer terms and conditions, needed to be disabled. As such, based on the date the devices were received and the FMIP being enabled, Mr. [redacted] was not eligible for the promotional offer.
As a courtesy to Ms. [redacted] and in effort to amicably resolve her concern, T-Mobile closed the EIP for the iPhone 7 128 GB devices and they now reflect a zero balance. Additionally, on May 9, 2017, T-Mobile applied a total account credit in the amount of $315.42 to cover any payments made towards the iPhone 7 128 GB devices, which resulted in a credit balance on the account for said amount.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our Customer Care. T-Mobile regrets any inconvenience this may have caused 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.
Carlos T[redacted]
Executive Response

October 30, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your...

correspondence dated October 22, 2015, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] at the number provided in her correspondence to your agency, however our attempts have been unsuccessful. It is important to note that T-Mobile was not provided with Ms. [redacted]’s T-Mobile account number and/or mobile phone number, and as such, we were unable to complete our investigation. T-Mobile would like the opportunity to resolve this matter amicably with Ms. [redacted]; therefore, she may contact me at the number below if she wishes to discuss this matter. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brandon M[redacted] Executive Response

August 1, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated July 18, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her account. T-Mobile works with a third party insurance provider, Assurant, to facilitate any insurance claims for lost, stolen, or physically damaged devices. On July 8, 2017, Ms. [redacted] filed a claim with Assurant for line ending in 0965. Please be advised that any deductible fee is issued by Assurant and not T-Mobile. Ms. [redacted] may file a claim with Assurant or purchase a new device. If Ms. [redacted] has any questions regarding Assurant’s deductible amounts she can contact Assurant at 866-866-6285.
T-Mobile records indicate that Ms. [redacted] made payment arrangements on June 30, 2017, through her MyT-Mobile.com account with regard to her outstanding balance of $319.69. On July 14, 2017 a payment of $63.94 was to be made and on July 15, 2017, a payment of $255.75 would complete the payment arrangements.
Further, on July 12, 2017, Ms. [redacted] contacted T-Mobile to advise that she was unable to make the agreed upon payment arrangements. At that time, the payment arrangement was suspended. Please note that if a customer defaults on a payment arrangement that has been agreed to, then collection activity automatically resumes on the account. This means that the account may be suspended, cancelled or assigned to a third-party collection agency. Records indicate that Ms. [redacted] made a $200.00 payment on July 14, 2017 and a $50.00 payment on July 17, 2017. However, because the payment arrangements were no longer in effect and the total balance due was $319.69, the account was suspended on July 18, 2017. As a courtesy, on July 18, 2017, T-Mobile applied account credit of $71.34 for the $20.00 restore fees assessed per line to the account due to the suspension for non-payment.
Ms. [redacted]’s current monthly charges include our Simple Choice Unlimited talk, text and web rate plan for $150.00 per month for four lines, $34.00 per month for equipment protection on lines 8544, 0965 and 7743, $4.00 for the voicemail to text feature for line 7743, $61.25 for Equipment Installment Plan charges plus applicable taxes and fees.
On March 25, 2017, Ms. [redacted] agreed to extended payment arrangements of $49.66 monthly from April 25, 2017, through October 23, 2017. Please be advised Ms. [redacted] monthly bill will reflect the extended payment arrangement amount of $49.66 until the payment arrangements have been fulfilled. 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.
Carolina F[redacted]
Executive Response

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

receipt of your correspondence dated October 28, 2016, regarding the above-referenced account. We are pleased to report that upon speaking with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] may have experienced regarding his recent handset purchase. Please note that On September 9, 2016, T-Mobile began offering a phenomenal “iPhone 7 Trade-Up” offer for new and existing postpaid customers who trade-in their fully paid off iPhone 5 or above. Please note that between September 9, 2016, and September 14, 2016, customers were not required to change to T-Mobile ONE to be eligible for the promotion. However, on September 15, 2016, the program was updated and customers are required to sign up for T-Mobile ONE rate plan. Customers that purchase a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and trade-in their fully paid off iPhone from any carrier will receive monthly EIP bill credits to reduce the total cost of the new iPhone 7. Pursuant to the terms and conditions of T-Mobile iPhone 7 Trade-Up Offer, customers who traded-in an eligible iPhone device were given the opportunity to acquire an iPhone 7 32GB at no cost. It is important to note that should a customer choose a larger memory variant of the iPhone 7 or iPhone 7 Plus the cost will increase in increments of $100.00 with each memory variant. T-Mobile records confirm that on September 18, 2016, Mr. [redacted] purchased an Apple iPhone 7 128 GB handset using our EIP program, with a total cost of $749.99. Our records also confirm that Mr. [redacted] traded-in an Apple iPhone 6 handset. And as mentioned in Mr. [redacted]’s letter to your office, at that time of purchase, he chose to change to the T-Mobile ONE rate plan in order to qualify for the iPhone 7 Trade-Up offer. Based on the above it is T-Mobile’s position that Mr. [redacted] qualified for the iPhone 7 Trade-Up offer. It is important to note that although Mr. [redacted] is receiving the $5.00 monthly discount for subscribing to Autopay with the new T-Mobile One rate plan, the monthly corporate discount for his employer is not compatible with the rate plan he selected. However, in an effort to amicably resolve this matter and as a one-time courtesy, T-Mobile agreed to honor the iPhone 7 trade up offer without the requirement of Mr. [redacted] having to switch to the T-Mobile One rate plan. Pursuant to a conversation with Mr. [redacted], he confirmed that T-Mobile had resolved this matter to his satisfaction. As of the date of this letter, Mr. [redacted]’s account reflects a $65.64 balance, is on his previous $50.00 Simple Choice rate plan which qualifies for the monthly corporate discount, and the remaining EIP balance for the Apple iPhone 7 has been reduce to zero. 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. 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. Alberto V[redacted] Executive Response

Tell us why here... March 9, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Your File No. [redacted] T-Mobile Prepaid No. XXX-XXX-[redacted]To Whom It May...

Concern:T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 23, 2018 regarding the above-referenced prepaid number.  T-Mobile regrets any concerns Mrs. [redacted] and her brother has regarding the recent purchase of prepaid services.  T-Mobile records indicate that Mrs. [redacted]’s prepaid services were activated on February 1, 2018 and was subscribed to T-Mobile’s Tourist 1000 Minute, Unlimited Text, and Data (2GB 4G LTE) rate plan for $30.00.  Additionally, Mrs. [redacted] purchased a SIM starter kit for $10.00 plus applicable taxes.  Please be advised that the prepaid Tourist plan provides 21 days of service to customers who are visiting the United States, and only need basic wireless services for 3 weeks or less. It is ideal for business travelers who do not have an ID or do not want a credit check but want a flexible plan with unlimited text and data, a limited amount of minutes and do not need any other features.Upon review, our records confirm that Mrs. [redacted]’s prepaid number ending in [redacted] was deactivated on February 23, 2018 as this was after 21 days of active service.Please be advised that per the Terms and Conditions that were agreed upon at the time of activation, “Pre paid Service is non-refundable (even if returned during the return period), and no refunds or other compensation will be given for the unused airtime balances, lost or stolen prepaid cards or coupons.”  Nevertheless, as a courtesy, and in an effort to amicably resolve this matter, on March 6, 2018, T-Mobile issued Mrs. [redacted] a refund in the amount of $40.83 for the 21 days of service charges, and SIM starter kit plus applicable taxes.  Mrs. [redacted] should allow up to ten business days to receive the refund.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 Mrs. [redacted]’s recent contact with our retail location.  T-Mobile regrets any inconvenience to Mrs. [redacted] and her brother.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. 341-8047.Very truly yours,T-MOBILE USA, INC.Christopher [redacted]Executive Response

February 1, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon, & Western Washington1000 Station Drive, Ste. 222DuPont, 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 January 25, 2018, regarding the above-referenced account.  T-Mobile appreciates the opportunity to respond to Ms. [redacted]’ concern.T-Mobile regrets any concerns Ms. [redacted] experienced regarding her handset exchange experience.  T-Mobile records confirm that on January 19, 2018, Ms. [redacted] contacted Customer Care to report that her LG G4 was not booting after the start up screen.  After various troubleshooting steps performed with Customer Care, it was determined that a warranty exchange was needed as her device could not be repaired after troubleshooting.  As Ms. [redacted]’ mobile line of service ending in [redacted] was subscribed to T-Mobile’s Premium Device Protection (“PDP”) feature, a warranty exchange was ordered for her and shipped to a local store to exchange her non-working device.  However, on January 19, 2018, after the exchange was ordered, Ms. [redacted] ported her mobile number ending in [redacted] out to another carrier canceling her service.  It is important to note that handset exchanges can only be performed for active mobile lines of service that are active either on prepaid or on the postpaid side.  As Ms. [redacted]’s mobile line of service canceled the exchange was respectfully denied.T-Mobile has offered Ms. [redacted] to port her mobile number back in or activate a new mobile line of service in order to retrieve the warranty exchange.  Ms. [redacted] respectfully declined either option.  Ms. [redacted] was made aware that her manufacturer’s warranty has expired however, was recommended she contact LG Customer Care at 1-800-243-0000 for further assistance.  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.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 satisfactoryto me.  Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:i did receive a call on 7/12 and was told these should've been reflected and the rep said she needs to confirm the iphone discount and get back to me. I did not receive a call to explain what was in this letter from them. I was charged $327.42 on July 19 and there is no mention of credit to my account for the overcharge of my account. I am attaching a copy of my T-Mobile online account that shows the same overcharge still exist and nothing was reflected on my account based on their explanation and confirmation of the overcharge mistake. i Kindly ask for the T-Mobile rep to call me and go through the charges and how it will reflect on my account as well as the credit for last month.   
Sincerely,
[redacted]