T-Mobile Usa Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory.
Mr James from t-mobile spoke to me and I explained my situation that when I sent the phone it did not have the damage mentioned by t-mobile. James was able to understand my concern and we amicably came to an agreement when Tmobile agreed to waive my out of warranty fee. We also spoke of changes in future tmobile policy about device exchanges which will help in preventing such situations. Thanks to James for the discussion and I am glad we could come to an agreement in this case
 
to me. Sincerely, [redacted]

April 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017 regarding the above-referenced account. We are pleased to report that we have resolved the matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets that Mr. [redacted] has concerns regarding one of our recent promotions. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Mr. [redacted]. To be eligible for up to two free lines of service, which are offered through monthly bill credits, Mr. [redacted] was required to activate the new lines between the dates listed above. As T-Mobile records reflect that the lines were not activated within that time frame, Mr. [redacted] did not receive the promotion.
However, in an effort to amicably resolve the matter, on April 10, 2016 T-Mobile added the promotion to Mr. [redacted]’s two new lines. Please note that the bill credits may take 1-2 billing cycles to adjust. Additionally, we have issued credit to the account totaling $240.00 to compensate for the amount already billed for these lines as well as anticipating a delay in the automatic bill credits being applied. The account remains open with a credit balance of $94.35.
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 contacts with us regarding the matter as well as when the lines were added.
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

August 24, 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 17, 2017, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concerns submitted to your office.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location.
T-Mobile regrets any inconvenience regarding Mr. [redacted]’ concerns with not being qualified to take advantage of the #GetOutOfTheRed promotion. On July 6, 2017, Mr. [redacted] elected to activate two voice lines under the T-Mobile ONE Unlimited Talk, Messaging and 4GB LTE Data plan for the cost of $110.00; he then ported the mobile number ending in 9810 from his previous service provider and activated the mobile number ending in [redacted]. It is important to note that the rate plan includes a $5.00 discount for each line of service per month should Mr. [redacted] elect to enroll in Autopay. Additionally, Mr. [redacted] elected to enroll in a Premium Handset Protection (“PHP”) feature for non-T-Mobile handsets at the cost of $15.00 per line of service each month. At the time, the actions were completed in an effort to be compliant with the promotional qualifications of the #GetOutOfTheRed promotion.
The # GetOutOfTheRed promotion was a popular promotion made available to all existing and new T-Mobile customers that allowed them to port their mobile numbers from [redacted] and bring a qualifying handset to use on the T-Mobile Network. All customers were required to insure their handset with the PHP feature for non-T-Mobile handsets and submit their final bill to www.switch2t-mobile.com to become eligible for Early Termination Fee (“ETF”) Reimbursement and Device Financing Reimbursement for the cost of switching to T-Mobile. It is important to note that customers who have already received reimbursement previously under the Carrier Freedom Reimbursement Program would not be eligible for any additional reimbursements under #GetOutOfTheRed.
As Mr. [redacted] indicated in his correspondence to your office, on August 12, 2017, he visited the www.switch2t-mobile.com website to upload his final bill to complete the reimbursement process for the # GetOutOfTheRed promotion. At that time, Mr. [redacted] he was advised that he would not qualify for the promotion as he had already qualified for and took advantage of the Carrier Freedom Reimbursement program in November of 2014. On August 16, 2017, T-Mobile advised that he would not be able to receive the reimbursement that he was requesting for the #GetOutOfTheRed promotion due to being reimbursed previously for Carrier Freedom in 2014. However, in an effort to amicably resolve Mr. [redacted]’ concerns, T-Mobile offered a one-time credit of one-half the final bill submission of $1,303.08 from his previous provider as a one-time account credit in the amount of $651.54, in lieu of receiving the reimbursement, to which he accepted. At the time, Mr. [redacted] carried a bill balance owed for services rendered in the amount of $130.00 and was due on August 27, 2017; as such, the balance on the account after the credit was applied was a total credit balance in the amount of $521.54.
Finally, on August 19, 2017, as a gesture of good will, T-Mobile agreed to apply an additional one-time account credit in the amount of $651.54 in order to fully satisfy the total amount of $1,303.08 that was reflected on his final bill from his previous carrier. Mr. [redacted]’ account was updated to reflect a credit balance of $1,173.08, which was then refunded to him in the form of a prepaid MasterCard and sent out to his address of record. It is important to note that the refund will take up to ten business days to reach Mr. [redacted]. Should Mr. [redacted] have any additional concerns regarding the receipt of the pre-paid MasterCard he may reach out to Wirecard at 1-877-855-7201.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jhayd G[redacted]
Executive Response

April 6, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]. [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced account.
T-Mobile strives to provide the best handsets and service experience to our customers and we regret any concerns experienced by Ms. [redacted] regarding her handset.
Our T-Mobile records indicate that on March 16, 2017, an Assurant claim was completed for a Samsung Galaxy Note 5 and a replacement handset was shipped to Ms. [redacted]. Following, on March 31, 2017, Ms. [redacted] reported that her replacement handset was having screen issues. At this time, she participated in our Limited Warranty Exchange program and on April 3, 2017, a new replacement handset was available for in-store pickup. Regrettably, on April 3, 2017, after inspection of Ms. [redacted]’s Note 5 replacement handset, it was determined that the handset was out-of-warranty and the Warranty Exchange was not fulfilled.
As a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, on April 4,
2017, T-Mobile issued a credit of $192.50 equivalent to the required Assurant deductible Ms. [redacted] paid at the time of the above mentioned Assurant claim, leaving the account with a credit balance of $20.89. Should Ms. [redacted] decide to complete a new Assurant claim, she may contact Assurant directly at 1-866-866-6285 or online at www.myphpinfo.com.
Please note that on April 4, 2017, Ms. [redacted] took advantage of our JUMP! On Demand lease program (“JOD”) by obtaining a Samsung Galaxy S7 Edge 32GB handset and agreed to 18 monthly installments of $21.00 plus applicable taxes.
Upon speaking with Ms. [redacted] on April 5, 2017, T-Mobile agreed to allow Ms. [redacted] to return the Samsung Galaxy Note 5 handset with IMEI number [redacted] to T-Mobile. In exchange, T-Mobile will credit any remaining EIP balance obligation on the return device. Should Ms. [redacted] accept this offer, she may return the equipment directly to my attention within 30 days of the date of this letter to the following address:
Executive Response
Attention: Aika A[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
T-Mobile recommends that Ms. [redacted] use a traceable carrier and request a tracking number, as T-Mobile is not responsible for the return shipping of the equipment. In addition, we request that Ms. [redacted] include the battery, charger and her T-Mobile account information with her equipment to ensure proper credit.
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], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  [redacted]

July 15, 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 July 7, 2015, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile records confirm that on November 23, 2011, pursuant to Ms. [redacted] request, Mr. [redacted] was added to her account as an authorized user. Please note that when an authorized user is added to an account they are authorized to purchase equipment through the Handset Upgrade Program. As such, on January 20, 2012, Mr. [redacted] visited a T-Mobile retail store and during this visit he participated in T-Mobile’s Handset Upgrade Program wherein he purchased a new Nokia Lumia 710 device at a discounted cost of $243.38 for mobile number ending in [redacted]. In order to receive the discounted price, Mr. [redacted] agreed to renew the contract on the above number for a period of 24 months, stipulating up to a $200.00 early termination fee, through January 20, 2014. Further records confirm that on December 7, 2012, Ms. [redacted] account was canceled for non-payment. Since the above number was canceled before the contract end date, Ms. [redacted] account was assessed a $200.00 early termination fee. On December 29, 2012, Ms. [redacted] final billing statement was mailed to her showing a final balance of $479.06, which includes the above early termination fee, monthly access charges and applicable taxes through the date of cancelation. Since payment was not received for the outstanding balance, on February 1, 2013, Ms. [redacted] account was referred to a third party agency, [redacted], for collection purposes. Since [redacted] was unable to collect the outstanding balance, on October 6, 2013, the account was referred to [redacted] and on October 16, 2014, the account was finally referred to [redacted] In an effort to amicably resolve this issue, T-Mobile has applied a $479.06 credit to Ms. [redacted] account to bring the outstanding balance to zero. Ms. [redacted] account will remain closed with a zero balance. Therefore, Ms. [redacted] account has been removed from collections and any negative information reported to her credit file will be deleted within 90 days. Ms. [redacted] may contact the credit bureaus directly to dispute the information and request that the removal of the information be expedited. Please find the contact information for the credit bureaus below. T-Mobile regrets any inconvenience to Ms. [redacted]. • [redacted] PO Box [redacted] Allen, TX 75013-0[redacted] PO Box [redacted] Atlanta, GA 30374 [redacted] PO Box [redacted] Fullerton, CA 92834 [redacted] Fax [redacted] Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

August 25, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 18, 2015, regarding the above-referenced account. T-Mobile regrets any concern Mr. [redacted] may have experienced in regards to the return of his Limited Warranty Exchange handset. T-Mobile records reflect that Mr. [redacted] participated in the Limited Warranty Exchange offered by T-Mobile, on behalf the manufacturer, on May 24, 2015, with the order number [redacted], for a Sony Xperia Z handset; IMEI number [redacted]. In review of the account on June 13, 2015, Mr. [redacted] participated in our Equipment Installment Plan (“EIP”) with the purchase of two Samsung Note 4 handsets. T-Mobile records confirm that on June 25, 2015, Mr. [redacted] account was charged $238.75, for the billing cycle from June 23, 2015 through July 22, 2015. There is no record of payment being received for this billing statement. When the July 2015 billing statement generated Mr. [redacted] was charged $1,250.54, for the billing cycle from July 23, 2015 through August 22, 2015. During this billing statement Mr. [redacted] was charged monthly access charges, applicable taxes, two down payments of $312.00 each, for the above-mentioned handsets, and a non-return fee for Mr. [redacted] Sony Xperia Z handset. This increased the balance owed to $1,489.29. Due to an inadvertent error, on July 13, 2015, T-Mobile’s records reflected that Mr. [redacted] Sony Xperia Z handset had not been returned to the warehouse; therefore, a non-return fee of $429.95, plus the applicable taxes of $35.47, was applied to Mr. [redacted] July 25, 2015, billing statement. T-Mobile has confirmed the equipment was received and on August 17, 2015, T-Mobile applied a credit of $429.95 and $35.47 to Mr. [redacted] account, reducing the amount due to $1,023.87. Additionally, T-Mobile applied a courtesy credit of $250.00, to the account further reducing the account balance to $773.87. T-Mobile received a payment the same day in the amount of $239.00, reducing the balance due to $534.87. At Mr. [redacted] request, T-Mobile agreed to apply an additional courtesy credit of $156.00, bring the balance to $378.87. Mr. [redacted] then agreed to an Extended Payment Schedule (EPS), for the remaining balance of $378.87, to be paid in nine monthly installments of $42.09 each, beginning on Mr. [redacted] September 2015 billing statement. As a result of the EPS Mr. [redacted] account reflected a zero balance. Upon speaking with Mr. [redacted] on August 20, 2015, and in an effort to amicably resolve the matter, T-Mobile agreed to apply a final courtesy credit of $200.00. Mr. [redacted] account remains active with a credit balance of $200.00. Please note this credit will impact the balance on Mr. [redacted] upcoming billing statement. Mr. [redacted] has accepted this as a resolution to his concerns. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Diana J[redacted] Executive Response

March 14, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 8, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that [redacted] has been designated as an authorized user of the account.
T-Mobile regrets any continued concerns Mr. [redacted] may have regarding our Carrier Freedom offer, and handset trade-in credits. As detailed in our response to your office on March 7, 2017, T-Mobile records indicate Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of four handsets. At the time of his purchase, he was required to make a down payment of $299.97, purchased four SIM Starter Kit’s, and pay the associated taxes for his new handsets. T-Mobile records also indicate Mr. [redacted] traded in four handsets and received a trade-in credit of $628.00, which was applied towards the out-of-pocket cost for his purchase which totaled $508.79, and the remaining trade-in credit of $119.21 was applied to his account balance.
Additionally, our Carrier Freedom offer provides our customers a reimbursement of their switching costs of up to $650.00 for the device payment plan on each qualifying, as well as early termination fees up to $350.00, for each qualifying mobile number ported over to T-Mobile. Regretfully, T-Mobile did not receive a submission request within 60 days of activation and Mr. [redacted]’s account is ineligible for the offer. As a courtesy, on February 27, 2017, T-Mobile accepted and approved Mr. [redacted]’s Carrier Freedom submission, with associated cost of switching in the amount of $1,368.73, and approved a reimbursement in the amount of $740.73 for the second portion of the promotional offer in the form of a prepaid card, sent to the billing address on his above account. Please note the combined total of $1,368.73, consisted of the trade-in credits and refunded amount.
After speaking with Mr. [redacted] on March 14, 2017, as a courtesy, T-Mobile offered an additional credit to his account in the amount of $628.00, which was equal to the trade in value of the handsets traded-in at the time of his initial purchase. Mr. [redacted] accepted this offer. As of the date of this correspondence, Mr. [redacted]’s account reflects a credit balance of $925.46, and he has received a total of $1,996.73 in credit and reimbursements to fulfill his Carrier Freedom offer request. Mr. [redacted] may verify his credit balance by visiting www.T-Mobile.com. 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.
Ronnie A[redacted]
Executive Response

December 23, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 18, 2015, regarding the above-referenced account. T-Mobile regrets that Ms. [redacted] has ongoing concerns with her handset. As stated in our response dated December 16, 2015, Ms. [redacted] took advantage of our Equipment Installment Plan ("EIP") offering with the purchase of a Samsung Galaxy Avant handset. While we do regret any concerns, it is important to note that T-Mobile is not liable for any loss of information as a result of troubleshooting. Customers are responsible to ensure that any important data is saved prior to speaking with Technical Care or troubleshooting in store. Please note that T-Mobile’s offer to replace Ms. [redacted]’s handset with a Samsung Galaxy Grand Prime and one month of monthly service cost remains firm. Upon speaking with Ms. [redacted], T-Mobile has ordered the Samsung Galaxy Grand Prime handset and sent it to Ms. [redacted]’s requested address. Additionally, T-Mobile has issued a credit in the amount of $140.00 to Ms. [redacted]’s account and she has indicated that she accepts the handset order and credit as full resolution to her concerns. Please be advised that Ms. [redacted]’s account remains active with a credit balance of $140.04. 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. Ruben A[redacted] Executive Response

July 11, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[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 29 2017, 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 his concerns within this letter.    T-Mobile regrets any concerns Mr. [redacted] experienced regarding his equipment installment charges.  T-Mobile records indicate on May 19, 2015, Mr. [redacted] purchased an Apple iPhone 5s device on T-Mobile’s Equipment Installment Plan (“EIP”).  Mr. [redacted] agreed to 24-monthly installments of $14.58.  It is important to note the equipment charges did not begin until Mr. [redacted]’s June 11, 2015, billing statement.      Mr. [redacted]’s June 11, 2017, billing statement was in the amount of $99.43 and consisted of monthly access charges, the final equipment charge for the Apple iPhone 5s device, and applicable taxes for the billing period from May 10, 2017 through June 9, 2017.    On June 12, 2017, Mr. [redacted] contacted T-Mobile and requested a mobile device unlock for his Apple iPhone 5s device.  Regrettably, the June 11, 2017, billing statement had not confirmed at that time meaning T-Mobile was unable to view the final equipment charge for the Apple iPhone 5s device.  Due to an inadvertent error, T-Mobile advised Mr. [redacted] the device was paid in full.  T-Mobile processed the mobile device unlock request and on June 13, 2017, the request was approved.    In an effort to amicably resolve this matter, T-Mobile issued a credit in the amount of $14.58 for the final equipment charge for the Apple iPhone 5s device.  The credit impacted the balance in the amount of $99.43 and leaves a remaining balance in the amount of $84.85 for monthly access charges and applicable taxes for the billing period from May 10, 2017 through June 9, 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.   Jennifer G[redacted] Executive Response

April 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated April 18, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Ms. [redacted] may have experienced regarding her account. From November 24, 2016, through November 27, 2016, T-Mobile had an amazing promotion for new and existing customers, such as Ms. [redacted], who traded-in a qualifying fully owned Apple, Samsung, or LG phone from any carrier. With that trade-in, and subscription to our T-Mobile ONE rate plan or a qualifying Simple Choice Unlimited rate plan with an unlimited data feature, customers were eligible to receive the iPhone 7 device at no cost after monthly bill credits for the amount of the Equipment Installment Plan (“EIP”) installment. Please note that these requirements must be met throughout the term of the EIP.
T-Mobile records indicate that on November 26, 2016, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 7 32GB. However, Ms. [redacted]’s rate plan is a promotional plan that is ineligible for the above-mentioned promotion.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on April 20, 2017, T-Mobile waived the remaining EIP balance for the iPhone 7 32GB. Additionally, T-Mobile issued a credited of $162.54 for the last six months of EIP payments of $27.09, leaving the account with a credit balance of $162.54. 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.
Chris L[redacted]
Executive Response

May 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 22, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. [redacted] experienced with his T-Mobile account. T-Mobile records confirm that on October 18, 2016, and October 25, 2016, Mr. [redacted] leased a LG V20 and an iPhone 7 Plus on his mobile numbers ending in [redacted] and [redacted] on a JUMP! On Demand (“JOD”). Mr. [redacted] was not required to pay a capital cost reduction payment however; he agreed to 18-monthly lease payments in the amount of $34.00 and $32.00. Mr. [redacted] has advised our T-Mobile management that he was able to retrieve the above-referenced equipment.
In an effort to amicably resolve this matter, Mr. [redacted] may return the equipment to our Executive Office in exchange for a credit of the remaining lease payment and purchase price. The handsets can be mailed to me at the following address:

T-Mobile USA, Inc.
Attn: [redacted]
[redacted]
[redacted]
[redacted]
T-Mobile recommends that Mr. [redacted] request a tracking number when shipping as T-Mobile is not responsible for equipment being returned back to T-Mobile. We ask that Mr. [redacted] please include the handsets, batteries, chargers, and his account information within the box to ensure proper credit. Please be advised if the full kit is not returned (such as a missing charger or battery), a $20.00 restocking fee will be deducted from the credit offered above. If the handset has sustained either physical or liquid damage that would void the manufacturer’s Limited Warranty, the equipment will be returned to Ms. [redacted] and the remaining lease payments and purchase price will then be considered valid. It is important to note, Mr. [redacted] must have the equipment post marked for return no later than June 1, 2017 to take advantage of this offer. T-Mobile regrets any inconvenience to Mr. [redacted] regarding 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.
Ligia M[redacted]
Executive Response

December 6, 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 3, 2016, regarding the above-referenced account. 
 
T-Mobile regrets any inconvenience to Ms. [redacted] regarding her handset concerns. 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.
 
T-Mobile records reflect that Ms. [redacted] purchased her Samsung Note 4 handset on April 11, 2016.  Provided with that purchase was a one-year limited warranty offered by T-Mobile on behalf of the handset manufacturer during which the handset may be approved for an exchange following the appropriate troubleshooting with Customer Care.  For our pre-paid customers and those customers subscribed to the Simple Choice no credit check rate plans, T-Mobile offers a post-exchange process which requires customers to return their non-working equipment to the Return Center and then, upon receipt and scanning of the non-working handset in the Return Center, that customer receives a replacement handset in the mail.  Please note that it typically takes approximately 7 days from the date the non-working handset is scanned into the Return Center for a replacement to be shipped.  If the Return Center does not receive the equipment within 45 days of Customer Care placing the order for a replacement, the order is cancelled. T-Mobile records reflect that a post exchange was processed for Ms. [redacted] on September 12, 2016 and a replacement Samsung Note 4 handset was shipped to her on October 26, 2016.
 
Upon further review, T-Mobile records indicate that a Samsung Galaxy S6 Edge 64GB handset was sent to Ms. [redacted] to replace the Samsung Note 4 handset on October 28, 2016.
 
As a courtesy, and in an effort to amicably resolve this matter, T-Mobile spoke with Ms. [redacted] on December 3, 2016 and agreed to send Ms. [redacted] a Samsung Galaxy S7 Edge handset to replace her Note 4 handset. Ms. [redacted] will be required to return her handset to our Executive Office to complete the exchange within 30 days. Ms. [redacted] has accepted this as resolution to her concerns.
 
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christopher R[redacted]
Executive Response

July 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 Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt...

of your correspondence dated June 27, 2016, regarding the above-referenced account. We regret Mr. [redacted]’s experience with our retail location. In Mr. [redacted]’s correspondence to your office, he indicates having taken advantage of T-Mobile’s Apple iPhone SE promotion. From June 7, 2016 through June 23, 2016, postpaid customers who activated a new line of service and purchased an Apple iPhone using T-Mobile’s Equipment Installment Plan (“EIP”) were eligible to receive a free Apple iPhone SE 16 GB handset via reimbursement. To complete the requirements of this promotion, customers were instructed to submit documentation on T-Mobile.com/promotions website for a rebate of the value of the iPhone SE 16 GB handset totaling $400.00, which will be mailed in the form of a prepaid rebate card within eight weeks of the purchase date. T-Mobile records confirm that On June 19, 2016, Mr. [redacted] purchased two iPhone SE devices. As Mr. [redacted] further indicates in his correspondence, with this purchase he was offered two iPhone SE phone cases at no cost. T-Mobile records confirm the additional purchase of two iPhone SE phone cases using T-Mobile’s EIP offering. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase, and agreeing to pay the remaining balance in 24 installments. At the time of Mr. [redacted]’s accessories purchase, he was not required to make a down payment and only pay for the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $1.46 per phone case. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile offered to waive the remaining EIP balance for the two accessories, totaling $67.06. Additionally, the difference of the EIP installments that Mr. [redacted] was previously billed totaling $2.92 was applied as an account credit, leaving his account at a credit balance of $2.92. We are pleased to report that Mr. [redacted] accepted this as full resolution. 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. Kimo C[redacted] Executive Response

August 23, 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 18, 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. We regret hearing of Mr. [redacted]’s concerns with our Samsung Buy One Get One (“BOGO”) promotion and the status of his submissions. Please be advised that customers who purchased a Samsung Galaxy S7 or S7 Edge with Equipment Installment Plan (“EIP”) from March 11, 2016 through March 17, 2016, were eligible to a free Samsung Galaxy S7 device which would be received as a rebate card. It is important to note that in order to qualify for the rebate card, customers must submit their application at www.T-Mobile.com/promotions by April 17, 2016. A review of Mr. [redacted]’s account confirms that on March 8, 2016, he qualified for and took advantage of our EIP offering with the purchase of a Samsung Galaxy S7 device valued at $779.99. It is important to note that on March 18, 2016, Mr. [redacted] activated a new line of service and purchased a second Samsung Galaxy S7 Edge device. Please be advised that as the handset purchased and newly activated line of service was after March 17, 2016, Mr. [redacted] would not be eligible for the BOGO promotion. Furthermore, T-Mobile has no record of Mr. [redacted] submitting for the above mentioned BOGO offer. Accordingly, when Mr. [redacted] contacted our Customer Care and requested to qualify for the promotion, he was advised that for the above mentioned reasons, he no longer eligible for the rebate card. However, in an effort to amicably resolve his matter and as a courtesy to Mr. [redacted], T-Mobile has accelerated and waived the remaining EIP balance of $617.49 from one of the Samsung Galaxy S7 devices. Additionally, T-Mobile has issued a $162.50 credit to the account which is equal to the difference in the EIP accelerated to the account and the full value of the $779.99 rebate. As of the date of this letter, Mr. [redacted]’s account reflects a $57.33 balance. 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. Alberto V[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]
T-Mobile Account Holder: M. [redacted]
Your File No. [redacted]
T-Mobile...

Account Nos. [redacted] and [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced accounts. Please be advised that T-Mobile records indicate the account holder of record for the account number [redacted] is M. [redacted], and that Ms. [redacted] is designated as an authorized user of the account.
T-Mobile regrets Ms. [redacted]’s concerns regarding the transition from her personal account to the business account. T-Mobile records confirm on October 3, 2016, Ms. [redacted] transferred five voice lines from her personal account number ending in [redacted] to her business account number ending in 6388, along with the transfer of multiple Equipment Installment Plans (“EIP’s”). Please be advised that upon cancellation of her personal account on October 3, 2016, Ms. [redacted]’s final billing statement was sent to her address of record. Ms. [redacted]’s final billing statement dated October 28, 2016, reflected a total balance of $1,464.86 which, included a past due for rendered services during the billing cycles of August 2016 and September 2016. As Ms. [redacted]’s personal account was cancelled the final remaining EIP balance accelerated for the iPhone 7 Plus 32GB handset.
Please be advised Ms. [redacted]’s final payment to her personal account dated September 5, 2016, did not satisfy the account balance; as such, on January 26, 2017, her personal account was referred to the third-party collection agency Southwest Credit Systems. Please note that on February 7, 2017, our records confirm the iPhone 7 Plus EIP was successfully transferred to the business account, which reduced the account balance to $663.97. It is T-Mobile’s position this final balance of $663.97 is valid and owed for unpaid rendered services.
T-Mobile records indicate the business account is subscribed to the T-Mobile ONE @Work Taxes Excluded rate plan at $130.00 per month with additional lines at $25 per month per line. Additionally, the business account also includes one Mobile Internet (“MI”) line at $75.00 per month, T-Mobile’s JUMP 2.0 Tier 1-3 handset protection feature at $9.00 per month per line for the lines ending in [redacted] and [redacted], and T-Mobile’s JUMP 1.0 Tier 4-5 handset protection feature at $12.00 per month for the line ending in 6916. Please note Ms. [redacted] is receiving numerous discounts, which include a 4th line free promotional monthly credit, an MI discount, and with her enrollment in AutoPay an additional $5.00 per line bill credit. Ms. [redacted]’s monthly service charges after discounts for the business account equal $190.00 plus additional government fees and taxes.
Additionally, Ms. [redacted]’s monthly billed charges include multiple equipment installments on EIP, in which certain devices include promotional discounts. EIP includes the following equipment and installments:
• Apple iPhone 7 Plus 32GB for the line ending in 7783 at $32.09 per month;
• Apple iPhone 6s Plus 16GB for the line ending in 7783 at $31.25 per month (which is pending return to T-Mobile per an upgrade dated February 2, 2017);
• Apple iPhone 7 Plus 32GB for the line ending in 7782 at $32.09 per month;
• Samsung Galaxy S7 Edge 32GB for the line ending in 6916 at $32.50 per month;
• Samsung Galaxy Avant for the line ending in [redacted] at $6.24 per month.
• LG G Pad X tablet for the line ending in [redacted] at $0.00 per month via monthly bill credits;
• Samsung J7 for the line ending in [redacted] at $0.00 per month via monthly bill credits;
• Samsung Galaxy S7 Edge Zagg HD Dry Full Body phone case at $1.25 per month;
• Samsung Galaxy S7 Edge Evo Wallet phone case at $1.88 per month;
• Apple iPhone 6 Plus Lifeproof phone case at $3.75 per month;
• Samsung J7 Dualpro at $1.25 per month; and
• FitBit Charge HR at $2.71 per month.
In an effort to amicably resolve Ms. [redacted]’s concerns however, T-Mobile applied a credit totaling $663.97 to her personal account number [redacted] resulting in a zero balance.
Additionally, T-Mobile has removed the personal account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Ms. [redacted]’s credit report to reflect the change.
Unfortunately upon contacting Ms. [redacted] on April 7, 2017, she was unavailable to discuss her additional concerns with the business account. T-Mobile would like the opportunity to resolve this matter further with Ms. [redacted]; therefore, she may contact me at the number provided below.
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. 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.
Kimo C[redacted]
Executive Response

April 3, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 22, 2017, regarding the above-referenced account. Please be advised that we have made several attempts to contact Ms. [redacted] which have proven unsuccessful. As such, T-Mobile will make every effort to address her concerns within this letter.
T-Mobile appreciates the opportunity to respond to Ms. [redacted]’s concerns related to the billing on her T-Mobile account. Our records reflect that Ms. [redacted] activated her services on December 17, 2016, and qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB and a Samsung ON5. Ms. [redacted] traded in her old iPhone 5 and received a trade in credit of $36.00. Accordingly, Ms. [redacted] was asked to make a down payment in the amount of $666.90 minus $36.00 for the trade in device. Please note that the down payment collected at the time of contracting was determined by several factors including handset selected, individual account tenure, payment history, and personal credit information. Ms. [redacted] agreed to a series of 24 monthly installments in the amount of $8.16.
Additionally, Ms. [redacted] attempted to take advantage of the following promotions:

• 2016 Winter Smartphone Offer
• 2016 Magenta Port-In and Trade-In offer
As can be expected, there are several eligibility requirements for each of the above promotions;
To begin with, our records reflect that Ms. [redacted] met all of the requirements for 2016 Magenta Port-In and Trade-In offer and that she was reimbursed through both an account credit that assisted with the down payment for her T-Mobile equipment. T-Mobile records indicate that Ms. [redacted]’s refund in the amount of $200.00 was approved by T-Mobile on January 4, 2017, and forwarded to Citibank to be disbursed as a prepaid debit card. Customers who have not received their cards within 10 business days of the above date may contact Citibank Card Services at 1-877-855-7201.
Ms. [redacted] also met all of the requirements for the 2016 Winter Smartphone Offer as she signed up for the new T-Mobile ONE rate plan and purchased a qualifying smartphone on EIP, for which she is receiving the expected monthly bill credits. Those bill credits are reflected on page 4 of her most recent billing statement. 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

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 6, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] may have experienced her recent phone order and we are pleased to report that we have resolved Ms. [redacted] concerns to her satisfaction. 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 Customer Care On October 4, 2016, a one-time courtesy credit was applied to Ms. [redacted]’ account and as such, her account reflects credit balance in the amount of $35.00. Additionally on October 7, 2016, a refund in the amount of $285.50 was applied to Ms. [redacted]’ credit card for the order processed on September 21, 2016. UPS records indicate that on October 7, 2016, the Samsung Galaxy S7 Edge 32 GB handset was delivered to Ms. [redacted]’ home address. Additionally T-Mobile records indicate that the handset is currently being used on Ms. [redacted] account. Please be advised that on October 13, 2016, T-Mobile made the necessary adjustment to Ms. [redacted] account to reduce the cost of the Samsung Galaxy S7 Edge 32 GB handset from $789.99 to $520.00 as previously promised. On October 17, 2016 T-Mobile spoke to Ms. [redacted] and advised of the above. Ms. [redacted] was satisfied with the resolution and had no additional 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. Robert R[redacted] Executive Response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Complaint: [redacted]I am rejecting explanation of "unlimited" "NOT the response" because: Yes, I understood using a lot of data that is a reason why I open with "unlimited data plan" with high expectation of no hiccup whatsoever while enjoy the high speed of data without worry of slowing down after 26/28 gbs of data. As a plan stated "unlimited high speed data" but why it slowing it down after 26 or 28 gbs data usage; which myself understanding "it is not consider as unlimited rather limited." Probably myself or others like me, cannot differentiate "unlimited" versus "limited." Likewise, I have been with T-mobile for so long and I cannot go against their offer but just little frustration on "Unlimited" as sale pitch.
 
GO T-MOBILESincerely,[redacted]
Sincerely, [redacted]

February 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 January 26, 2016, regarding the above-referenced account. T-Mobile is pleased to report Mr. [redacted] concerns have been resolved to his satisfaction. T-Mobile regrets any misunderstanding to Mr. [redacted] regarding T-Mobile’s Carrier Freedom program. As Mr. [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 for both the early termination fee reimbursement and the equipment installment reimbursement. The most important provision of the equipment reimbursement is that the reimbursed amount paid out after activation is an amount equal to the total accelerated equipment balance (up to $650.00) minus the amount provided by T-Mobile at activation as a trade-in credit for the device. Customers are advised to submit their detailed final billing statement online at www.switch2t-mobile.com within 60 days of activation of their T-Mobile account. T-Mobile records indicate that Mr. [redacted] activation of mobile number ending in [redacted] on December 6, 2015, did qualify for our ETF Reimbursement offer. Our research indicates that as part of T-Mobile’s Carrier Freedom a credit in the amount of $16.05 was applied towards Mr. [redacted] SIM card for the handset purchased at the time of activation utilizing our Equipment Installment Plan (EIP) and a second credit in the amount of $209.95 was applied to Mr. [redacted] T-Mobile account balance. Our records confirm that on January 12, 2016, a port in credit of $200.00 was applied to Mr. [redacted] T-Mobile account balance. T-Mobile Records confirm that on January 27, 2016, Mr. [redacted] submitted a reimbursement form along with a copy of his final billing statement. Furthermore, on January 31, 2016, a prepaid MasterCard in the amount of $480.42 was mailed to Mr. [redacted] at the address provided at the time of activation. 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. Lizette C[redacted] Executive Response