T-Mobile Usa Inc

Complaint: [redacted]I am rejecting this response because:
I am satisfied that T-Mobile paid the early termination fees with  [redacted].  However, I had incurred $1132.82 in expenses with [redacted] other than the EFTs.  The breakdown is as follows:
 
June - $527.49
July - $443.72
August - $161.61
=============
$1,132.82
 
I also paid to T-Mobile the following:
 
$287.93 Taxes on Phones
$316.71 June
$316.51 July
$317.49 August
Paid $1238.64 total
$260.00 Credit
Paid $978.64
 
I had two phone bills through 3 billing cycles due to the misrepresentation of T-Mobiles representative.  I am requesting they reimburse my cost to [redacted].  I was told that I would not have to pay the June bill if I switched over ($443.42).  That it would be credited.  I not only paid June, but I paid July and August.  
 
I received only $360 for 5 Iphones - 4 were IPhone 6.  I was told I should get $300 each.
 
 
 
 
 
Sincerely,[redacted]

July 31, 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 21, 2017, regarding the above-referenced account. Please be advised we attempted to reach Ms. [redacted] and were unsuccessful. Therefore, we will make every effort to address Ms. [redacted]’s concerns via this response.
T-Mobile regrets any concerns Ms. [redacted] has in regards to her T-Mobile account. T-Mobile records confirm that as of July 19, 2017, Ms. [redacted] was subscribed to the T-Mobile ONE with taxes included rate plan, which for $75.00, provides one line of service with unlimited talk, text, and unlimited data at up to 4G/LTE speeds depending on device capability. T-Mobile records also confirm that on July 20, 2017, Ms. [redacted]’s rate plan was changed back to her grandfathered Simple Choice rate plan which includes unlimited talk, text and up to 2G B of data at 4G/LTE speeds for $50.00 per month plus applicable taxes per her request.
In effort to amicably resolve this matter T-Mobile applied a credit of $12.54 to Ms. [redacted]’s account leaving a revised balance of $57.46.
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.
Nicole C[redacted] Executive Response

July 25, 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 11, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Ms. [redacted] may have experienced with the unlock request for her device. Mobile Device Unlocks are available to customers who meet our eligibility requirements. A review of Ms. [redacted]’s account confirms that on July 2, 2017, we received a request for a Mobile Device Unlock for the device used on mobile number ending in [redacted]. However, at that time the device was not eligible for a Mobile Device Unlock as Ms. [redacted]’s account still had a balance owed. On July 5, 2017, an additional request was submitted and processed as of July 6, 2017. At that time email notification was sent letting Ms. [redacted] know that the Device Unlock application must be used to complete the unlock, however Ms. [redacted] could not complete the process due to the balance on the account. As of July 15, 2017, Ms. [redacted] processed a payment for the balance and went into a retail location where an override was performed in order to get around an inadvertent error that was stopping the unlock even after the payment was processed. As of July 20, 2017, Ms. [redacted] confirmed that the device unlock was complete and her concern was fully resolved. 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.
Lauren L[redacted]
Executive Response

November 30, 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 November 25, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience to Ms. [redacted] regarding her account charges. Our records indicate Ms. [redacted] had two lines of service and was enrolled in our Simple Choice Family Unlimited Talk, Text and Data at $100.00 per month. On September 26, 2016 Ms. [redacted] took advantage of our JUMP! On Demand (“JOD”) leasing program and leased an Apple iPhone 6s Plus Space Gray 16GB device for the number ending in [redacted]. Later, on October 6, 2016 Ms. [redacted] leased and Apple iPhone 6s Rose Gold 16GB for the number ending in [redacted] using our JOD leasing program. Ms. [redacted] also enrolled in the optional Premium Handset Protection (“PHP”) insurance feature for $10.00 per month on both lines of service. If customers 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 or after account cancellation, the total remaining balance for the purchase option price of the handset will be assessed on the next month billing statement. Regrettably, on September 25, 2016 Ms. [redacted] cancelled her account by transferring her mobile numbers to a different service provider. Please note, Ms. [redacted] account was billed in arrears and her billing cycle ran from the 15th of the month to the 14th of the following month and her due date was on the 7th day of the month after. A review of Ms. [redacted]’ account confirms on September 4, 2016 she remitted a payment of $156.03 to cover service charges from July 15, 2016 to August 14, 2016. The following billing statement of $180.03 covered the billing cycle from August 15, 2016 to September 14, 2016 and was due on October 7, 2016. On September 25, 2016 Ms. [redacted] remitted a payment of $923.37 which covered the balance of $180.03 bill as well as receiving $216.00 for 18 credit installments of $12.00 JOD promotional credits leaving a credit balance of $959.34. As Ms. [redacted]’ account was cancelled, her final billing statement included the accelerated JOD lease balances of $412.01 for the Apple iPhone 6s Plus on the line ending in [redacted], $355.33 for the Apple iPhone 6s Rose Gold on the line ending in [redacted] and the final prorated charges of $15.80 for a total of $783.14 due on November 7, 2016. This balance was covered by the credit balance of $959.34 leaving a revised credit balance of $176.20. Our records show that Ms. [redacted] had one Wi-Fi Cellspot Router device which was active since October 7, 2014 and two 4G LTE Signal Booster devices active as of October 7, 2015. Please note that the Signal Boosters and Wi-Fi Cellspot routers are T-Mobile owned devices, they are provided to our customers with a $25.00 deposit paid at the time of issuance. However, if not returned upon cancelation of service, there is a $289.00 non-return fee that is assessed to the account for the 4G LTE Signal Booster and $99.00 non-return fee is assessed for Wi-Fi Cellspot Routers. However, on September 25, 2016 we provided Ms. [redacted] with three return labels to return her 4G LTE Signal Booster devices and the Wi-Fi Cellspot Router. Our records show the labels provided to Ms. [redacted] to return the two 4G LTE Signal Booster have not been utilized and as such a non-return fee of $315.01 (includes taxes) for each 4G LTE Signal Booster device and $107.92 (includes taxes) for the Wi-Fi Cellspot Router were assessed on Ms. [redacted]’ account. As such a revised final statement of $737.94 was generated on Ms. [redacted]’ account and the credit balance of $176.20 was applied to leave the balance at $561.74. Our records shows that Ms. [redacted] returned the Wi-Fi Cellspot Router device and as such on October 25, 2016 we applied a credit of $107.92 to offset the non-return fee associated with that device leaving a revised balance of $453.82. Please note, Ms. [redacted] continued to receive the $12.00 JOD Amped promotional credits despite her account being cancelled for total of $360.00 which were utilized to cover the open balance on her account leaving a final revised balance of $93.82 due on December 7, 2016. Nonetheless, in an effort to resolve Ms. [redacted]’s concerns, on November 29, 2016 T-Mobile applied a courtesy credit of $93.82. Ms. [redacted]’ account remains cancelled with a revised balance of zero. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

June 1, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] and [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] and [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated May 28, 2016, regarding the above-referenced account. T-Mobile records confirm that the account holder of record for account number [redacted] is [redacted], and that she has listed Mr. [redacted] as an authorized user of her account. Please note that the account holder of record for T-Mobile account number [redacted] is Mr. [redacted]. T-Mobile is pleased to inform you that we spoke with Mr. ** and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any concerns Mr. ** encountered with his equipment orders. T-Mobile records reflect that on September 27, 2014, Mr. ** ordered an iPhone 6 Plus 64GB for mobile number ending in [redacted] on Ms. **’s account number [redacted]. Unfortunately, the iPhone 6 Plus 64GB was on backorder at the time. Therefore, the order was not fulfilled until November 10, 2014, when an iPhone 6 Plus 64GB with IMEI number [redacted] was mailed to Mr. ** at the billing address on the account. Mr. ** elected to finance the device through the Equipment Installment Plan (“EIP”) wherein he paid a down payment of $99.99 plus tax and agreed to pay for the remaining cost of the device totaling $750.00 in 24 monthly installments of $31.25. Our records confirm that Mr. ** refused delivery of the above iPhone 6 with IMEI [redacted] and therefore the device was returned back to our warehouse on December 12, 2014. However, due to an inadvertent error, the EIP loan for this device remained active on Ms. **’s account number [redacted]. Further records confirm that on November 7, 2014, Mr. ** visited an Apple store and activated mobile number ending in [redacted] under his name on account number [redacted]. At the time of activation Mr. ** purchased a new iPhone 6 Plus 128GB with IMEI number [redacted]. Mr. ** elected to finance the equipment through EIP wherein he paid a down payment of $100.00 plus tax and agreed to pay for the cost of the device totaling $749.00 in 23 monthly installments of $31.20 and one final installment of $31.40. Additional records confirm that on November 7, 2014, mobile number ending in [redacted] was moved from Mr. **’s account number [redacted] to Ms. **’s account number [redacted]. Unfortunately, the EIP loan on Mr. **’s account for IMEI [redacted] was not transferred from his account to Ms. **’s account. As such, when Mr. [redacted]s account number [redacted] was cancelled on November 7, 2014, the full remaining balance for the iPhone 6 was billed to the account, leaving the account with an outstanding balance of $749.00. Furthermore, our records confirm that Ms. **’s account continued to be billed for the EIP loan which was created for the iPhone 6 with IMEI [redacted] until September 9, 2015, when Mr. ** paid the balance of the loan off in the amount of $468.75, which closed the EIP loan. Since payment was not received for the final balance of $749.00 on Mr. **’s account number [redacted], on February 3, 2015, the account was referred to a third party agency, Diversified Consultants Inc., for collection purposes. Mr. **’s account number [redacted] was referred to several other third party agencies and finally on May 30, 2016, the account was referred to another agency, Enhanced Recovery Company, for collection purposes. In an effort to amicably resolve this issue, we have applied a credit of $749.00 to Mr. **’s account number [redacted] to bring the outstanding balance to zero. As such, the account has been removed from collections and all negative information reported to Mr. **’s credit file will be deleted within 90 days. We recommend that Mr. ** dispute the information directly with the credit bureaus. Here is the contact information for the three major credit bureaus: • TRW/Experian PO Box 949 Allen, TX 75013-0949 (888) 397-3742 • Equifax PO Box 740256 Atlanta, GA 30374 (800) 525–6285 • Transunion PO Box 6790 Fullerton, CA 92834 (800) 680-7289 Fax (714) 447–6034 Mr. ** may also initiate a dispute with each credit bureau at their respective websites: For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action For Experian: http://www.experian.com/disputes/main.html For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-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. Brian W[redacted] Executive Response

Revdex.com:
From: [redacted] [mailto:[redacted]] Sent: Thursday, June 16, 2016 3:01 PMTo: Complaints <[email protected]>Subject: Re: You have a new message from the Revdex.com
 
Please be advised I wish to close this complaint as long as t mobile ensures there are no derogatory entries on [redacted], [redacted]  [redacted] and myself. If that is true, close the complaint with a satisfactory ending.[redacted]

February 26, 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 February 16, 2016, 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 regrets any concerns Ms. [redacted] has with her equipment replacement order. T-Mobile records reflect that Ms. [redacted] participated in the Limited Warranty Exchange process on December 30, 2015, for her Samsung Galaxy S6 32GB in gold. Upon receipt of Ms. [redacted] handset at our warehouse, we examined it and it was found to have sustained physical damage to the charging port, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handsets. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. Based on the above information it is T-Mobile’s position that the out-of-warranty fee was validly assessed. Nevertheless, in an effort to amicably resolve this matter, we have applied a $428.00 credit to Ms. [redacted] account for the out-of-warranty fee which was assessed to her February 8, 2016, billing statement. Ms. [redacted] account now has a credit balance of $28.00 and she may verify this by visiting www.T-Mobile.com or by dialing #225# and the “send” key on her T-Mobile device. 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. Brian W[redacted] Executive Response

February 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated February 7, 2017, regarding the above-referenced account. T-Mobile is pleased to have resolved this matter to Mr. [redacted]’s satisfaction.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his handset promotion. Starting from September 9, 2016, through September 25, 2016, for a limited time, new and existing postpaid customers who trade in their fully paid off iPhone (from any carrier) can get a new iPhone 7 for free (via bill credits) when purchased on Equipment Installment Plan (“EIP”). Starting September 15, customers must sign up for T-Mobile ONE to qualify for the iPhone 7 Trade Up offer. The trade-in device must be in good working order without physical or liquid damage and have the “Find My Phone” feature turned off. If a trade in a device does need meet these requirements, the customer will not receive the promotion.
T-Mobile records indicate that on September 11, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an iPhone 7 32GB Rose Gold for mobile number ending in [redacted]. On September 12, 2016, another iPhone 7 32GB Black was purchased through EIP for mobile number ending in [redacted]. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments.
Based on Mr. [redacted]’s personal credit history at the time of purchase, he was not required to make a down payment; however, he agreed to pay the taxes on the full retail price. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $27.09 for each handset, which appeared on the first bill following the purchase of the device. Further records confirm that Mr. [redacted] traded in an iPhone 6s 16GB Gold for mobile number ending in [redacted], and an iPhone 5s 16GB Gold for mobile number ending in [redacted]. Based on the devices traded in, Mr. [redacted] was to receive a trade in credit of $323.00 for both devices and total monthly credits of $30.29 toward his newly purchased devices. Regretfully, Mr. [redacted] was not eligible for the above-mentioned promotion due to “Find My iPhone” feature not being disabled prior to returning the devices to T-Mobile.
T-Mobile regrets any concerns Mr. [redacted] experienced with T-Mobile’s Friends and Family promotion. Further review of Mr. [redacted]’s account confirms that he is subscribed to the $130.00 for two lines on the T-Mobile One plan. Between November 18, 2016 and November 22, 2016, eligible customers who activate two voice lines on T-Mobile ONE or Simple Choice can get up to two additional lines for free. Customers will receive bill credits that will be applied within two bill cycles of activation of the two lines. T-Mobile records confirm that on November 22, 2016, Mr. [redacted] qualified and took advantage of this offer and activated two additional lines. Therefore, Mr. [redacted] can expect his monthly cost, before taxes, before promotional credits and before his equipment charges, to be $196.76. T-Mobile has educated Mr. [redacted] that it can take up to two billing cycles from the date of activation to receive the promotional credits for the Friends and Family promotion.
In an effort to amicably resolve this issue, and to ensure that Mr. [redacted] is provided with the best experience possible, on February 9, 2017, T-Mobile ended the EIP loans for the iPhone 7 devices and waived the remaining balances. T-Mobile has offered to reimburse $325.08 as a bill credit for the last 6 months he paid for the monthly installment for the two iPhone’s leaving him with a credit balance of $171.35. Mr. [redacted] understood and agreed to and accepted our offers. 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.
Chris L[redacted] Executive Response

Revdex.com:I have reviewed the response made by T-Mobile in reference to complaint ID [redacted], and find that this resolution is satisfactory. I am very grateful for the executive response team at T-Mobile for being ever kind and reasonable. Im also grateful for the role of The Revdex.com for mediating this confusion. This case is closed. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: My original complaint was regarding my plan increases, lack of proper communication and lack of professionalism on the part of Tmobil customer care. The long distance plan was in use by my account for years. It was always $10. All of the sudden it increased without my knowledge. When I called regarding the increase earlier this year - I was given a courtesy lowering of the price of the plan back to $10. NO ONE EXPLAINED TO ME that this is a completely different plan. Miss Diana (responding on behalf of tmobil) should have listened to the calls to get a better grasp of the situation. I was on a budged, when my price shot up obviously that changed my billing cost as well. I was constantly on the phone with tmobil, and every time they PROMISED that NOW it will (again) be $45 for everything. As I said that was my main concern that those changes never stuck around for more then a month or two. That was my MAIN concern. Second concern was the complete inadequacy of the representatives I have talked with on May 1 (as explained in original complaint).  The fact that I was changed over to the pay per minute plan was news to me, and only after talking to several reps (perhaps close to 10) last one told me of what happened. I was unaware, as that is not the plan I WOULD EVER BUY! The last rep also told me that the plan I was talking about (all inclusive calls) never existed. She never changed my plan back to my OLD plan. I went on my device, logged on and checked for myself. I then found the all inclusive (supposedly non existent plan) and switched myself back. Miss Diana from Tmobil called me 5-15-17 left a message, I called her back with the extension number provided however, the main message was on repeat and I was unable to reach anyone. I called again today; reached Miss Dianas voice mail, which has a recording dating back to January and speaking of " no one being around due to inclement weather" - I left a message with all my details , but no one called me back... seems like this in a ongoing problem with tmobil. complete lack of undestanding of what the customer is saying, lack of communication and inadequacy. None of my major concerns were addressed by miss Diana, she only tried to explain the long distance plan, but she failed to explain WHY it was switched to a different plan, without any explanation by the rep changing it - I did not want a different plan!...  My complaint stand... Please address the issues I asked about, I however did not ask about a running history of my bill payments. I have been a customer of tmobil since April 2002, thats 15 years - obviously  I paid my bills. Thank you
Sincerely,
[redacted]

November 6, 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 October 29, 2015, regarding the above-referenced account. We are pleased to report that we have amicably resolved Mr. [redacted]’s issues and 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 Mr. [redacted]’s recent contact with our Customer Care. T-Mobile records reflect that Mr. [redacted] purchased a Samsung Galaxy S5 16GB on April 16, 2015. By purchasing T-Mobile equipment, our customers receive a one-year Limited Warranty provided by the manufacturer of their device. During the Limited Warranty period, customers are eligible to receive an advanced replacement of their device via T-Mobile’s Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile will provide a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If upon return of the non-working handset T-Mobile determines that the handset is out-of-warranty, an exchange/repair fee, plus tax, will be charged to the account. T-Mobile records indicate that on May 2, 2015, Mr. [redacted] placed an exchange for his Samsung Galaxy S5 16GB that qualified for an alternative exchange for the Samsung Galaxy s6 32GB. With regard to Mr. [redacted]’s handset, upon receipt we examined it and it was found to have sustained Liquid Damage, which is not covered under the warranty. Although we troubleshoot the handsets prior to performing a handset exchange pursuant to the above policy, this is not the final exam. Upon receipt of the non-working handset, we have trained technicians who dismantle and examine the handset. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted] at the time of the exchange. This information is also in the users’ manual and in the material that accompanies the replacement handset. As an offer of resolution T-Mobile has offered to waive the out of warranty fee of $434.00 from Mr. [redacted]’s account which he has accepted as an offer of resolution. T-Mobile records indicate that Mr. [redacted] made a payment of $527.41 on October 23, 2015, which brought his account to a zero balance therefore the credit of $434.00 was applied as an account credit leaving Mr. [redacted] a credit balance of $434.00 as of November 5, 2015. 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. Josiah M[redacted] Executive Response

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

February 1, 2017 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 9, 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 we spoke with Ms. [redacted] and she confirmed that her concerns have been resolved to her satisfaction. T-Mobile regrets any continued concerns Ms. [redacted] experienced with her equipment. In an effort to amicably resolve this issue, T-Mobile mailed Ms. [redacted] a new Samsung Galaxy S7 edge at no cost to her to replace the non-working Samsung Galaxy Note 5. We are confident that this new device will resolve Ms. [redacted] 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. Brian W[redacted] Executive Response

July 21, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated July 16, 2016, regarding the above-referenced account. T-Mobile regrets any concerns Mr. [redacted] experienced in regards to his final billing statement. Our records indicate that Mr. [redacted] activated his account on June 9, 2016. At that time Mr. [redacted] remitted a payment in the amount of $144.94 for the SIM Starter Kits and taxes on the devices placed on an Equipment Installment Plans (“EIP”). Regrettably, Mr. [redacted] cancelled his service on June 22, 2016, due to coverage concerns. Please note that customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at t-mobile.com. As stated in our Return Policy: You will also be required to pay a restocking fee as follows: The restocking fee is $75.00 for advanced, data-focused devices that are designed for Web browsing (e.g., tablets, notebooks, etc.); the restocking fee is $50.00 for “smart phone” devices, which are high-end phones that are designed for Web and social media use in addition to standard phone features such as voice and text messaging; and for all other devices, the restocking fee is $25.00 (e.g. basic phone devices, data sticks, etc.). Based upon the above, it is our position that the restocking fee assessed when Mr. [redacted] returned his device on June 22, 2016 is valid. We respectfully decline to issue a refund for this fee. Mr. [redacted]’s billing statement dated June 10, 2016, totaled $154.27 which included monthly recurring charges plus applicable taxes and fees, and EIP charges. Payment was not remitted for this amount. Mr. [redacted]’s final billing statement dated July 10, 2016, totaled $ 136.45 which included a past due amount of $110.51, monthly recurring charges, EIP charges, international dialing charges, plus applicable taxes and fees. On July 19, 2016, we spoke with Mr. [redacted] and as a courtesy to him, and in an effort to amicably resolve this matter, we offered to waive all but the international charges plus tax, leaving a balance of $25.88. Mr. [redacted] accepted this offer and remitted a payment of $25.88 leaving a balance of $110.51, which we then credited leaving the account closed with a zero 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. Daniel R[redacted] Executive Response

August 29, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 18, 2017, regarding the above-referenced account. Please be advised that we have made attempts to contact Ms. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’ concerns within this letter
T-Mobile regrets any concern Ms. [redacted] may have experienced regarding the return of her Samsung Galaxy Gear S. Regrettably, T-Mobile does not reflect a record of Ms. [redacted] reporting any concern with her Galaxy Gear S until April 30, 2017, which was originally purchased on September 15, 2015. However, as a gesture of goodwill and in an effort to amicably resolve Ms. [redacted]’ concern, T-Mobile agreed to accept the Galaxy Gear S outside the return period and credit the account for the cost of the device upon return to our office. Ms. [redacted] may return the Galaxy Gear S in like-new condition to:
T-Mobile Executive Response
Attention Oscar T[redacted]
1201 Menaul Blvd. NE
Albuquerque, NM 87107
We ask that Ms. [redacted] include her name, account information, and mobile number to ensure that the accurate account receives the appropriate credit.
In Ms. [redacted]’ concern she states she did not decline the tablet, however; T-Mobile records do not reflect any such offer being made at that time of activation on October 15, 2015. It is important to note, as stated in our response dated August 15, 2017, T-Mobile did not offer a free tablet with the activation of a new mobile internet line of service on October 15, 2015, and as such respectfully declines Ms. [redacted]’ request for a free tablet.
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

June 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 Prepaid Account No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”)...

is in receipt of your correspondence dated May 28, 2016, regarding the above-referenced prepaid number. We are pleased to inform you that T-Mobile has addressed Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any confusion regarding taxes and surcharges on Mr. [redacted]’s prepaid account. After review, T-Mobile discovered that as of January 1, 2016, New Hampshire prepaid customers are subject to an E911 surcharge for $0.75 per line of service per month. An E911 surcharge is a local surcharge for the implementation and support of 911 emergency phone services producing radio communications access lines (radio equipment and assigning customer identification numbers used to connect a mobile or fixed radio to a communications service provider's network for two-way interactive voice). This is a local fee that we collect on behalf of the local government. Please note, all prepaid telecommunications services and wireless telephones are subject to a prepaid wireless Emergency-911 surcharge (also known as prepaid E-911 surcharge). This fee is imposed by various states and T-Mobile will collect it on their behalf. Should Mr. [redacted] have questions on this surcharge fee, T-Mobile suggests him to contact his local state Department of Revenue or Office of Tax. T-Mobile records indicate on May 7, 2016, Mr. [redacted] discontinued the automatic payment option on his prepaid account. However the additional $0.75 surcharge will continue to be billed to Mr. [redacted] regardless. Should he wish to reenroll in our convenient automatic payment option, he may do so by dialing [redacted] from his prepaid device. Nonetheless, in an effort to resolve Mr. [redacted]’s concerns amicably, on June 3, 2016 T-Mobile applied a credit in the amount of $3.00 to his prepaid account as he was requesting. Mr. [redacted] accepted the one-time credit as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Sal O[redacted] Executive Response

November 17, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted]. Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern:...

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated November 3, 2016 regarding the above-referenced account. T-Mobile regrets any inconvenience to Mr. [redacted] with respect to his Samsung Galaxy Note 7 handset. As reported, Samsung announced a world-wide recall of their highly regarded and newly released Samsung Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Samsung Galaxy Note 7 handsets that our customers have in hand. As you can imagine, this process was developed quickly as we learned of the recall and rolled out to our retail stores immediately. As Mr. [redacted] purchased the Samsung Galaxy Note 7 device after the cancellation of the above referenced account, Mr. [redacted] would be required to show proof of purchase as the Samsung Galaxy Note 7 was not associated with the above referenced account. We certainly apologize if any of our employees failed to follow the correct process for Mr. [redacted] of the returned Samsung Galaxy Note 7. T-Mobile spoke with Mr. [redacted] on November 16, 2016, at which time Mr. [redacted] provided documentation that a Samsung Galaxy Note 7 was returned on October 10, 2016, at a T-Mobile retail location. In an effort to resolve this matter, T-Mobile has processed a refund in the amount of $920.13 to Mr. [redacted]’ bank account that he provided. The refund will be reflected in Mr. [redacted]’ bank account within three business days from the date of this letter. T-Mobile has confirmed with Mr. [redacted] this was a satisfactory resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Amor M[redacted] Executive Response

August 9, 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 28, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience this matter may have caused Mr. [redacted] and we appreciate the opportunity to address his concerns. T-Mobile records indicate that on May 22, 2017, per Mr. [redacted]’s request T-Mobile converted the account from a prepaid account type to a new postpaid account type for line ending in [redacted]. Please note that a prepaid account type does not require personal identifiable information which resulted in a potential discrepancy when the conversion was issued resulting in Mr. [redacted]’s Social Security Number (“SSN”) not listed on the postpaid account. In order to resolve Mr. [redacted]’s concern in a conversation with him on August 4, 2017, T-Mobile advised him to go in to a T-Mobile store with his personal Identification and SSN card for verification and correction of records. T-Mobile has provided Mr. [redacted] the option of setting a password on his account for verification purposes.
On this same date Ms. [redacted] expressed his dissatisfaction in regards to the process of filing a claim through Assurant Solutions to have his Samsung Galaxy S8 device replaced. In order to amicably resolve Mr. [redacted]’s concern T-Mobile has agreed to send Mr. [redacted] a replacement device and waive the $175.00 deductible as long as he sends the damaged device back to T-Mobile within 30 days of receiving the replacement device. T-Mobile has sent Mr. [redacted] an email with return instructions and has issued a $10.00 adjustment to cover any shipping charges. Mr. [redacted] has agreed to this as a resolution.
Please be assured that T-Mobile strives to provide world-class service to all of our customers and we also make every effort to provide complete and accurate information. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s 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.
Thania R[redacted]
Executive Response

Tell us why here...
June 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted] T-Mobile Account No. [redacted] 
To Whom...

It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 13, 2017, regarding the above-referenced account. Please be advised that T-Mobile has made several attempts to contact Ms. [redacted] at the number and email provided, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. [redacted]’s concerns within this letter.
T-Mobile regrets any billing concerns Ms. [redacted] has experienced. T-Mobile records indicate on December 31, 2010, Ms. [redacted] activated four lines of services and selected our Even More 1500 promotional rate plan for $79.99 for two lines, and $5.00 per additional line or service, as well as an unlimited messaging family messaging feature for $20.00. At that time, Ms. [redacted] agreed to maintain service for 24 months, and agreed to an Early Termination Fee ("ETF") of up to $200.00 per line, should she choose to cancel service prior to the 24-month period.

It is important to note that Ms. [redacted]’s account carried a past due balance dating back to March 15, 2011. Ms. [redacted]’s billing statement dated April 15, 2011, was in the amount of $483.49, which consisted of a past due balance of $250.09, as well as new monthly recurring charges for services from March 15, 2011, through April 14, 2011.

Following two payments totaling $250.00 between April 22, 2011, and May 15, 2011, Ms. [redacted] account reflected a $233.49 balance. Ms. [redacted]’s following billing statement dated May 15, 2011, was in the amount of $416.18, which consisted of a past due balance of $233.49, as well as new monthly recurring charges for services from April 15, 2011, through May 14, 2011.
Please be advised that on May 20, 2011, T-Mobile received a payment in the amount of $115.00 towards the outstanding balance. Regretfully, this payment was returned unpaid by Ms. [redacted]’s financial institution, and a second payment of $115.00 was made with case in a T-Mobile retail location. Pursuant to T-Mobile policy, customers may be charged a fee of up to $35.00 should a payment be returned by their financial institution.

Resulting from payments in the amounts of $118.49 on June 3, 2011, and $15.00 on June 13, 2011, Ms. [redacted]’s account reflected a $167.69 balance. Ms. [redacted] billing statement dated June 15, 2011, was in the amount of $378.50, which consisted of a past due balance of $167.69 for services from April 15, 2011, through May 14, 2011, as well as new monthly recurring charges for services from May 15, 2011, through June 14, 2011, as well as a returned payment fee of $15.00.

Following a payment of $183.00 on July 1, 2017, and a $13.13 credit, Ms. [redacted] was then sent the billing statement dated July 18, 2011, in the amount of $488.02, which consisted of a past due balance of $182.37, new monthly recurring charges for services from June 15, 2011, through July 14, 2011, as well as four restore from suspend fees of $20.00 each plus applicable taxes.

Please be advised that additional payments totaling $183.00 were made to the account, Ms. [redacted]’s account reflected a balance of $305.02. Ms. [redacted]’s following billing statement dated August 15, 2011, was in the amount of $500.73, which consisted of a past due balance of $305.02, as well as monthly recurring charges for services from July 15, 2011, through August 14, 2011.

Regretfully, on August 26, 2011, Ms. [redacted] cancelled her mobile number ending [redacted], when she ported it to another service provider. As this was prior to the 24 month term completion, Ms. [redacted] was charged an ETF of $200.00. Please note that at this time, T-Mobile did not receive a request to cancel the remaining two lines of service, and continued to bill accordingly.
As payment was yet to be received by T-Mobile toward the past due balance, the account was suspended for non-payment on September 12, 2017. Ms. [redacted]’s billing statement dated September 15, 2011, was in the amount of $911.02, which consisted of a past due balance of $500.73, monthly recurring charges for services from August 15, 2011 through September 4, 2011, as well as a $200.00 ETF for mobile number ending [redacted].
Ms. [redacted]’s billing statement dated October 15, 2011, was in the amount of $917.43, which consisted of a past due balance of $911.02, as well as a late fee of $6.41. Please note that as T-Mobile was yet to receive a payment toward the outstanding balance, the account remained suspended.
Regretfully, Ms. [redacted]’s account was cancelled on October 23, 2011, for non-payment. At that time, Ms. [redacted] was charged an ETF for each of the remaining three lines of service. Accordingly, Ms. [redacted]’s billing statement dated November 15, 2011, was in the amount of $1,648.73, which consisted of the past due balance of $917.43, as well as the three ETFs of $200.00 each, plus applicable taxes.
On November 26, 2011, T-Mobile received two payments in the amounts of $200.00 and $300.00. Regretfully these payments were also returned unpaid by Ms. [redacted]’s financial institution. As referenced above, a fee of up to $35.00 may be charged if a payment is returned. Therefore, Ms. [redacted]’s billing statement dated December 15, 2011, was in the amount of $1,678.73, which consisted of a past due balance of $1,647.73, as well as one returned payment fee of $30.00. It is T-Mobile’s position that Ms. [redacted]’s balance in the amount of $1,678.73 is valid and owed.
Since the account remained unpaid, on January 1, 2012, Ms. [redacted]’s account was referred to a third-party collection agency for the collection of the past due balance. As stated in our Terms and Conditions, accounts that are referred to a third-party collection agency may be charged a one-time collection fee. The amount of a collection fee is determined by the amount of the past due balance. Accordingly, a one-time collection fee in the amount of $419.68 was assessed to Ms. [redacted]’s account, for an updated balance in the amount of $2,098.41.
Please note that on August 26, 2015, and September 1, 2015, Ms. [redacted] was issued a credit of $7.99 for third-party purchases made to the account previously, and $1.99 credit was also issued for the associated collection fee. As of the date of this letter, Ms. [redacted]’s account resides with Enhanced Resource Centers, with a balance of $2,088.43, and can be contacted at 800-501-[redacted] to remit payment toward the outstanding 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.
[redacted] Executive Response

April 8, 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 5, 2016, regarding the above-referenced account. Please be advised that we have made several 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 inconvenience that Mr. [redacted] experienced regarding his handset replacement. T-Mobile records confirm that on February 1, 2016, Mr. [redacted] reported physical damage to his handset. Please note that physical damage does void the Limited Warranty and Mr. [redacted] was referred to Assurant Solutions (Assurant) to process an insurance replacement. However, rather than having Mr. [redacted] complete the equipment replacement through Assurant, Customer Care processed an upgrade and billed the total cost of the handset to Mr. [redacted]’s account and requested that the damaged handset be returned to T-Mobile. T-Mobile records confirm that on March 25, 2016, T-Mobile issued a credit in the amount of $555.82 and has confirmed the return and removal of the equipment charge on March 28, 2016. Please note that Mr. [redacted]’s account remains active with a balance of $224.61 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