T-Mobile Usa Inc

July 5, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated June 30, 2016, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced. Please be assured that T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent call with Financial Care. T-Mobile thanks Mr. [redacted] for his feedback regarding his experience. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding T-Mobile’s Carrier Freedom Program. Under the terms of this program, T-Mobile reimburses consumers’ remaining handset installment balance up to $650.00 per device traded in at the time of activation for up to 12 lines of service. To be eligible for this offer, consumers must activate a Simple Choice postpaid rate plan, and at the time of activation, they must port-in their current mobile number, trade-in a device that is identifiable as being on installment with their previous provider and is in good working condition, and purchase a new T-Mobile device at either full cost or on T-Mobile’s Equipment Installment Plan (“EIP”). T-Mobile records confirm that Mr. [redacted] activated a post-paid Simple Choice plan on May 3, 2016, at which time he traded in two devices and received a $300.00 trade-in credit per line of service which was applied to his account. Please note that T-Mobile received Mr. [redacted]’s Carrier Freedom submission on June 10, 2016, and it was approved on June 27, 2016. Mr. [redacted] was approved for $262.76 for the mobile number ending in 8437 and $151.21 for the mobile number ending in [redacted] regretfully, the mobile number ending in 3724 was declined for reimbursement as T-Mobile did not receive a trade-in for that line of service at that time of activation. T-Mobile regrets any inconvenience this may have caused. Nevertheless, in an effort to amicably resolve this matter, on June 30, 2016, T-Mobile refunded Mr. [redacted] $451.21 which represents the Carrier Freedom amount he was denied. Mr. [redacted] will receive the refund in the form of a prepaid debit card mailed to the billing address on file. Upon speaking with Mr. [redacted] he accepted this as resolution to his concerns. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

May 15, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated May 10, 2017, regarding the above-referenced account.
We regret any concerns Mr. [redacted] has regarding the Apple iPhone 7 Trade-Up offer. From September 9, 2016, and only for a limited time, T-Mobile offered new and existing post-paid customers the opportunity to upgrade their fully paid iPhone 5 or new model for the iPhone 7 or iPhone 7 Plus. With this offer, qualified customers who purchased a new iPhone 7 32GB on an Equipment Installment Plan (“EIP”) and traded-in their fully paid iPhone 6, any model from any carrier would receive a trade-in credit and also monthly EIP bill credits to reduce the total cost of the new iPhone 7 such that the phone is fully discounted after 24 months.
T-Mobile records indicate that on September 25, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 7 Black 128GB handset. At the time of purchase, Mr. [redacted] was required to remit a down payment in the amount of $99.99, and agreed to make monthly installments of $27.09 for 24 months.
In Mr. [redacted]’s correspondence to your agency, he indicated that an Apple iPhone 6 handset was traded-in to complete the redemption process for the iPhone 7 Trade-Up offer. However, T-Mobile does not have any record of Mr. [redacted]’s Apple iPhone 6 handset being received to our warehouse. T-Mobile has performed multiple handset research tickets for Mr. [redacted]’s Apple iPhone 6 trade-in handset but we have not located the handset within our warehouse. In addition, T-Mobile has requested the serial number for the handset to confirm the recovery of the handset; however, our requests have proven unsuccessful.
In order to amicably resolve Mr. [redacted]’s concerns, T-Mobile has agreed to close the remaining EIP balance of the Apple iPhone 7 Black handset. Additionally, T-Mobile has applied a credit in the amount of $216.72, leaving a credit balance of $99.71, to cover the cost of the handset from September 2016. 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.
Christopher P[redacted]
Executive Response

Tell us why here...
July 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 July 11, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns to Mr. [redacted] with regards to his T-Mobile account. T-Mobile is always working to improve its coverage, and we are sorry to hear that Mr. [redacted] is having issues with his service. Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that Mr. [redacted] should expect satisfactory coverage. Unfortunately, we cannot guarantee coverage as there are many factors that can affect the coverage day to day, such as network capacity, terrain and weather. Outages and interruptions in service may occur, and speed of service varies. Devices also have varying speed capabilities and may connect to different networks depending on technology.
With regards to Mr. [redacted]’s Binge On concerns, our records indicate that on May 22, 2017, Mr. [redacted] activated two mobile phone lines on a T-Mobile ONE Tax Inclusive plan. Please be advised that our Binge On rate plans are not compatible with accounts that are set up to have Tax Inclusive plans and as such, on July 8, 2017, Mr. [redacted] activated a Mobile Internet (“MI”) line of service under our MI Tax Inclusive postpaid plan for hotspots which does not include Binge On. T-Mobile regrets any concerns to Mr. [redacted] with regards to this.
In addition, our records do not confirm that Mr. [redacted] contacted our Customer Care department regarding his T-Mobile Application concerns.
In an effort to amicable resolve this matter, on July 11, 2017, T-Mobile issued a billing credit in the amount of $85.62, updating his T-Mobile account to a credit balance of $83.34, and transferred Mr. [redacted]’s MI line to its own T-Mobile account and switched the rate plan on it to a Binge On compatible plan. Additionally, T-Mobile filed an internal ticket with our Engineering team regarding his at-home data coverage concerns and a separate ticket regarding his T-Mobile Application issues.
Please be advised that on July 17, 2017, our Engineering team indicated that no issues were found with data coverage in his area and recommended that Mr. [redacted] exchange his handset under our handset exchange program. Please note that Mr. [redacted] declined to exchange his handset. Please note that T-Mobile is currently waiting for the T-Mobile Application ticket to be completed. We appreciate Mr. [redacted]’s patience during our investigation and resolution of 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.
Cesar [redacted]
Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]
Your File No. [redacted]
T-Mobile Account No....

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 5, 2017, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that she has designated [redacted] as an authorized user of the account. We are pleased to report that we have resolved this matter to Ms. [redacted]’s satisfaction.
T-Mobile regrets any concerns Ms. [redacted] experienced regarding her efforts to clarify her account information. 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 contact with our retail location.
In an effort to amicably resolve the matter and upon speaking to Ms. [redacted], on April 7, 2017, T-Mobile offered to send a letter to Ms. [redacted]’s billing address on T-Mobile letterhead advising of the account open date, the account holder of record, and Authorized Users. Pursuant to our conversation, Ms. [redacted] confirmed the matter is resolved and she has no further concerns. T-Mobile regrets any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jamen F[redacted]
Executive Response

May 8, 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 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding his account. In Mr. [redacted]’s letter to your office, he indicates that he was not able to use service with his handset in or around his home. We regret any coverage issues Mr. [redacted] has experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
Our records show that on January 8, 2016, Mr. [redacted] qualified for and took advantage of our JUMP! On Demand offering with the lease of a LG V10. JUMP! On Demand customers are responsible for and agree to at the time of lease signing, a total of 18 lease payments. However, they have the option to cancel their lease and return their handset at any time during the lease term. If they choose to end their lease before the 18-month period is completed, the leased handset must be returned to a retail location and the remaining lease payments are collected at that time. If the handset is not returned at the time the lease is ended, the total remaining balance for the purchase option price of the handset will be assessed on the final billing statement.
T-Mobile records confirm that Mr. [redacted] canceled his account on October 1, 2016, when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 9th of one month to the 8th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through October 8, 2016.
Further records confirm that Mr. [redacted]’s final billing statement reflected a balance of $533.85 for service from September 9, 2016, through October 8, 2016, due on November 1, 2016. This balance included monthly recurring charges, taxes and the above mentioned lease balance including a past due amount of $130.65 from Mr. [redacted]’s previous billing cycle. Please be advised that Mr. [redacted] was not billed an early termination fee as T-Mobile no longer requires service agreements as of March 26, 2013. On November 16, 2016, Mr. [redacted] remitted payment in the amount of $40.00 and on December 2, 2016 a payment in the amount of $25.00 reducing the account balance to $468.85 due immediately.
T-Mobile records confirm that Mr. [redacted] remitted multiple payments between December 9, 2016, and March 7, 2017, totaling $235.00 updating the account balance to $233.85. As the amount went unpaid, on April 14, 2017, the account was assigned to and remains with Convergent Outsourcing Inc.
As T-Mobile wants to ensure that our customers are provided the best experience possible, on May 4, 2017, T-Mobile credited $233.85 as a gesture of goodwill. Please be advised that the account remains closed with a zero balance. Additionally, T-Mobile has removed the account from third-party collections and instructed the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note that it may take up to 90 days for Mr. [redacted]’s credit report to reflect the change.
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

October 12, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:     ...

[redacted]                           T-Mobile Account Holder: [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 29, 2017, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Muhammed [redacted] is designated as an authorized user of the account.   T-Mobile regrets any concerns that Mr. [redacted] may have experienced regarding the account.  T-Mobile records confirm that between the dates of September 28, 2015, and September 27, 2017, Mr. [redacted] subscribed to our now grandfathered Simple Choice North America family plan with 2GB of high speed data.  Further records confirm that on September 27, 2017, Mr. [redacted] contacted T-Mobile and requested to change the rate plan to our new T-Mobile ONE Tax Inclusive plan with unlimited data.   However, due to an inadvertent administrative error, the unlimited data feature was not added to Mr. [redacted]’s mobile number ending in 3231.  Our records indicate that on September 28, 2017, T-Mobile added the unlimited data feature to Mr. [redacted]’s mobile number ending in 3231.  Therefore, Mr. [redacted] did not have data services between September 27, 2017, and September 28, 2017.   To amicably resolve this matter, on October 3, 2017, T-Mobile applied a credit to the account in the amount of $284.14 leaving the account with a zero balance.  Additionally, T-Mobile offered our now grandfathered Select Choice rate plan for an estimated $223.00 per month including his current Equipment Installment Plan(s).  Mr. [redacted] has accepted this offer. 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 Tell us why here...

July 5, 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 24, 2017, regarding the above-referenced account.    T-Mobile regrets any inconvenience Mr. [redacted] has experienced while attempting to take advantage of the Smartphone Equality offer. With one of T-Mobile’s latest Un-carrier moves,  T-Mobile has launched Smartphone Equality - a program whereby customers who were previously not eligible for well-qualified equipment pricing can qualify for the best pricing available if they pay their bill on time for 12 consecutive months.  In order for a payment to be considered “on-time”, the payment must post to the applicable account within 48 hours of the original due date.  Payments posted after the 48 hour window will reset the monthly counter.  It is important to note that well qualified pricing is not the same as being eligible for a zero down payment as some equipment does not have a zero down payment option available.  However, customers who are eligible will receive the well qualified offer, whatever that may be for other similarly situated customers.    T-Mobile records indicate that Mr. [redacted] activated an account on July 30, 2016, with one line of service. As of June 27, 2017, he has approximately 11 months of payment history with T-Mobile. Upon review of Mr. [redacted]s account T-Mobile found that on May 27, 2017, his financial institution returned a payment that was previously made in the amount of $200.00.  As the payment was reversed, based on the requirements conveyed for Smartphone Equality, Mr. [redacted] would not qualify for well qualified pricing in July and the monthly counter was reset.   In Mr. [redacted]’s letter to your office, he advises that he was offered to be qualified for the Smartphone Equality offer through T-Mobile. T-Mobile records indicate on June 5, 2017 that if Mr. [redacted] agreed to pay the May 3, 2017, and June 3, 2017, billing statements totaling $197.67, and that T-Mobile would agree to honor the Smartphone Equality offer for Mr. [redacted]’s account. Mr. [redacted] met that agreement with a payment on June 9, 2017 for $94.31 and on June 23, 2017 for $103.36.   On June 23, 2017, Mr. [redacted] called to take advantage of the Smartphone Equality offer but was advised of the standard requirements of the offer and was declined the courtesy to honor the Smartphone Equality offer based on the payment history.   In an effort to amicably resolve Mr. [redacted]’s concerns for the Smartphone Equality offer, T-Mobile has moved Mr. [redacted]’s account to well-qualified pricing on June 27, 2017. Please note that the offer fulfilment is a permanent change to the account and will continue to reflect well-qualified pricing for the lifetime of the account. T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 844-213-3926 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Jhayd G[redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:  The phone that was unlocked was an I-phone SE  that had been flood damaged --(the phone I requested with the IMEI to be unlocked listed below received the following email response from T-Mobile).     I essentially had no recourse based on this email and ended up returning to Apple where I bought the phone to deal with T-mobile's response to me.   The unlock process required multiple calls, visit to APPLE store and 7 days.   I purchasers a new phone.
I believe the response listed below should be posted with my complaint
 
T-Mobile Sim Unlock RequestSim Unlock Reference:  [redacted]IMEI:  [redacted]
Thank you for taking the time to contact T-Mobile. We have received your SIM Unlock Request. Unfortunately, this subscriber is not eligible to receive the unlock code at this time. In order to be eligible, the device must show at least one day of usage 40 days or more prior to the date of this request Please submit a new request after this requirement has been met.Thank You,
Customer ServiceT-Mobile USA, IncSincerely,[redacted]

September 6, 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 24, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] may have had in regards to her activation promotions and carrier freedom. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted]’s recent contact with our retail location.
T-Mobile records confirm that on June 12, 2017, Ms. [redacted] activated three voice lines and subscribed to the T-Mobile ONE Unlimited Talk, Text, and Data, promotional rate plan for $130.00 per month, which provides the first two lines with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $25.00 each per month.
On June 17, 2017, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a new Apple iPhone 6S Plus for a total cost of $649.99 with $25.99 paid at the time of signing and agreed to a 24 monthly installment payment of $26.00. T-Mobile offers the option at the time of a purchase to trade in a handset for credit towards their purchase or installment plan. T-Mobile record does not reflect that Ms. [redacted] took advantage of our trade in program.
At the time of activation, Ms. [redacted] purchased three System Identifying Module (“SIM”) cards for $25.00 each. After applicable taxes and fees, Ms. [redacted] remitted payment in the amount of $81.19 at activation. As such, it is T-Mobile’s position that Ms. [redacted] was billed accurately and further declines any compensation for this cost.
As Ms. [redacted] is aware, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile. In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.
For new customers who seek reimbursement of equipment installment plans from their prior carrier, the reimbursement is paid in two separate payments. The first payment is paid at the time of activation when a handset is traded-in. At that time, a trade-in amount is offered, and if accepted, that amount is applied either towards the down payment of new T-Mobile equipment or as a credit to the account. The second payment towards a prior carrier’s equipment installment balance is paid once the handset is received and the trade-in paperwork has been submitted with the final bill showing the accelerated equipment balance. The amount of the second payment is calculated by taking the final balance owed the prior carrier and subtracting the amount already paid for the trade-in. That second payment is then remitted to the customer in the form of a prepaid bank card. Our records reflect that Ms. [redacted] did not receive a trade-in credit at the time of activation and, based on the amount owed to her prior carrier and approval of her reimbursement request, she was sent a prepaid card in the amount of $433.00 for the entire balance of the equipment installments charged by her prior carrier.
Nevertheless, as a courtesy and in an effort to amicably resolve Ms. [redacted]’s concerns, T-Mobile offered a $200.00 one-time courtesy credit towards her bill and this updated her account to a credit balance of $27.00 to be applied towards her bill due October 7, 2017. 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.
Alyssa K[redacted] Executive Response

April 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327

Re: [redacted]
Your File No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated April 9, 2017, regarding the above-referenced file number. Please be advised that upon attempting to contact Ms. [redacted] T-Mobile confirmed that the correspondence to your office was not submitted by her.
Please be advised that T-Mobile takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that the person who submitted the above-referenced correspondence is not an authorized user on the account which is associated with the mobile number they provided; as such, we will not be contacting them regarding their correspondence to your office. The account holder of record may add them to the account by contacting T-Mobile Customer Care 24 hours a day at 1-800-937-8997. Additionally, they may have one of the authorized users on the account contact me at the number below to discuss this matter further.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Brandon M[redacted] Executive Response

February 2, 2018FILED ELECTRONICALLYBureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA  98327 Re: [redacted] Account Holder: [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 January 22, 2018, regarding the above-referenced accounts.  Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] has been designated as an authorized user of the account. Please be advised T-Mobile has resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any concerns Mr. [redacted] experienced regarding his account. Our records confirm on September 23, 2013, the account was activated.  Please be advised Carrier Freedom offers qualified customers the opportunity to get reimbursed for their remaining Equipment Installment Plan (“EIP”) balance (up to $650 per line) via digital prepaid MasterCard when participating in Carrier Freedom. It is important to note that Carrier Freedom offer began on January 8, 2014, and as can be expected there are several eligibility requirements including the trade in of a qualified handset and submitting final bill shows any early termination fee charges or device payment plans within 30 days from the service activation. Our records do not show the submission of a final bill or qualified handset trade ins for any number activated after Carrier Freedom began therefore Mr. [redacted] was not qualified for our Carrier Freedom offer. On December 6, 2017, Mr. [redacted] activated mobile numbers ending in 6161, 3878, 6111, 5725, 6441, and 5723 and purchased six Apple iPhone 8 handsets using EIP.  Our 2017 Q4 Magenta Apple BOGO offered new and existing customers, who buy an Apple iPhone 7, Apple 7 Plus, Apple iPhone 8, or Apple iPhone 8 Plus handset on EIP can get another Apple iPhone 7, Apple 7 Plus, Apple iPhone 8, or Apple iPhone 8 Plus handset on us (of equal or lesser value up to $700 via rebate card) when they also purchase it on EIP and activate at least one new line on a T-Mobile ONE or select Simple Choice Unlimited with unlimited high-speed data plan to use with one of the new devices. On January 19, 2018, T-Mobile approved lines ending in 5725, 3878 and 6111 for our 2017 Q4 Magenta Apple BOGO offer and T-Mobile sent three $700.00 pre-paid cards to Mr. [redacted].  Please be advised it can take up to 15 business days for the pre-paid cards to be delivered.  On January 31, 2018, T-Mobile applied a credit in the amount of $2,100.00 to honor our 2017 Q4 Magenta Apple BOGO offer to the pending EIP balance for the Apple iPhone 8 handsets leaving a remaining balance of $1,927.92. In an effort to resolve Mr. [redacted]’s concerns regarding his rate plan and billing, T-Mobile assisted Mr. [redacted] in updating the rate plan for account number [redacted] several times, with the final resolution of moving all lines to account number [redacted] and applying a one-time adjustment in the amount of $257.67 to bring the account to a zero balance. In addition, T-Mobile applied an account credit in the amount of $180.00 to account number [redacted], bringing the balance due on February 11, 2018, to $352.73.  Going forward Mr. [redacted] will be billed for our Business Simple Choice 6-10 lines with unlimited talk, text, and 2.5GB of data per line at the rate of $120.00 for the first six lines and $10.00 for the additional four lines, $10.00 Family Stateside International, $10.00 North America Family Feature, $10.00 after discounts for Mobile Internet line ending in 7777, $10.00 after discount for Mobile Internet line ending in 9898, $10.00 for Digits Talk and Text for line ending in 6111, and $10.00 for Digits Talk and Text for line ending in 6161 plus applicable taxes and fees. Mr. [redacted] will see monthly EIP charges in the amount of $87.51.  Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our Customer Care.Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. 341-8019.Very truly yours,T-MOBILE USA, INC.Carolina F[redacted]Executive Response

June 16, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated June 9, 2015, regarding the above-referenced account.   T-Mobile recordsreflect that Mr. [redacted] purchased a Sony Xperia Z1’s on June 21, 2014.  By purchasing T-Mobile equipment, ourcustomers receive a one-year Limited Warranty provided by the manufacturer oftheir device.  During the LimitedWarranty period, customers are eligible to receive an advanced replacement oftheir device via T-Mobile’s Handset Exchange Program or a post-exchange deviceby contacting the manufacturer directly to discuss repair or replacementoptions.  Under the Handset Exchange Program, T-Mobile will provide areplacement handset of the same or equivalent model, with a Service WarrantyProcessing Fee, provided that the non-working handset is in good physicalcondition with no modifications or damage, such as broken or cracked plastics,LCD or internal parts, or liquid damage. T-Mobile recordsreflect that Mr. [redacted] participated in the Limited Warranty Exchange processon April 26, 2015 for the Sony Xperia Z1 device, upon receipt we examined it andit was found to have sustained liquid damage which is not covered under thewarranty.  Although we troubleshoot thehandsets prior to performing a handset exchange pursuant to the above policy,this is not the final exam.  Upon receiptof the non-working handset, we have trained technicians who dismantle andexamine the handsets.  A warning of thepossibility of an out-of-warranty fee was read to and agreed to by Mr. [redacted]at the time of the exchange.  Thisinformation is also in the users’ manual and in the material that accompaniesthe replacement handset.  Based on theabove information it is T-Mobile’s position that the out-of-warranty fee wasvalidly assessed to Mr. [redacted]’s T-Mobile account.  However, as acourtesy and in an effort to amicably resolve this matter T-Mobile has applieda one-time courtesy credit of $320.25 for the out-of-warranty fee andapplicable taxes, leaving a balance of $305.15 that is due by June 22, 2015.  Mr. [redacted] can contact our Customer Care departmentat [redacted] to make arrangement for payment or may remit payment to theaddress listed on his billing statement.  Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. Luv [redacted]Executive Response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
However, this issue has been already resolved by the company and I sent an E-Mail this morning to Revdex.com. So, thanks for your help.
Sincerely,
[redacted]

June 17, 2015FILEDELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington1000 Station Drive, Ste. 222DuPont, WA 98327             Re:      [redacted]...

[redacted]                        Your File No. [redacted]                        T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondencedated July 10, 2015, regarding the above-referenced account.   T-Mobile records confirm that on March 21,2015, Ms. [redacted] ported in to T-Mobile the mobile number ending in [redacted] andsubscribed to T-Mobile’s Simple Choice Value Talk, Text and Data rateplan for $50.00 per month on the above-referenced account.  This rate plan provides Ms. [redacted] withunlimited talk, text, and internet with 4G speeds up to 1GB.  The account has the JUMP! 2 feature whichprovides customers all the coverage offered by our Premium Handset Protection bundle(handset insurance and extended warranty), Mobile Security with Lookout, plusthe benefit of trading-in their current device financed through an EquipmentInstallment Plan (EIP) for a credit of the remaining EIP balance due, up toone-half of the original retail price of that device for $10.00 per month.  Also, the account has an additional internetfeature which provided Ms. [redacted] with up to unlimited data, 7GB of Hotspot andunlimited radio for $30.00 per month.  T-Mobile records indicate that on March 21, 2015, Ms. [redacted] qualifiedfor and took advantage of our EIP offering with the purchase of an iPhone 6Silver 64GB.  EIP is a payment optionthat allows eligible customers to purchase handsets by making a down payment atthe time of purchase and agreeing to pay the remaining balance in 24installments.   Accordingly, Ms. [redacted] was asked to make a down payment in the amountof $153.42 including the equipment taxes and agree to a series of 24 monthlyinstallments in the amount of $27.08.  All customers who choose to use the EIP option to pay for theirequipment are required to enter into a 24 month financing agreement signed atthe time of the purchase.  Although this24 month financing agreement is required and the installments are added to eachmonthly billing statement, customers may choose to pay off their EIP balance atany time by making incremental additional payments or a single payment for thetotal balance.  Please note that anyadditional payments reduce the length of time it will take to pay the entirebalance, but will not reduce the amount of any future regular monthly EIPpayments. If a customer has an open EIP and the EIP is ended, any remaining openEIP balance on the account is accelerated and becomes due with the followingbilling statement.  Regretfully, due to an inadvertent error, on March 22,2015, Ms. [redacted] EIP was ended. Therefore, the remaining EIP balance of $649.92 was accelerated andposted to Ms. [redacted] billing statement dated March 25, 2015.  We regret any inconvenience to Ms. [redacted].  Nonetheless, on April 28, 2015, T-Mobilereopened Ms. [redacted] EIP for the iPhone 6 Silver 64GB.    Please be advised that Ms. [redacted] account isbilled in arrears. T-Mobile records indicate that Ms. [redacted] billing statementdated May 25, 2015 had a balance of $291.38 which included outstanding past duecharges of $162.20 from the billing statement dated April 25, 2015, monthlyrecurring charges, features, applicable taxes and fees billed from April 25,2015 to May 24, 2015, EIP monthly installment and a $5.00 late fee.  Please note that on May 26, 2015, payment of$102.10 was remitted to the account and on May 29, 2015 credit of $5.00 for thelate fee was posted to the account leaving the account with a remaining balanceof $184.28.  It is important thatif customers experience any difficulties with the service, that they provideCustomer Care details of the problem, including the date and time and thearea(s) in which it occurred, including the major cross streets.  Please note that this information is criticalto our ability to evaluate and troubleshoot service and coverage issues.  Once aware of the situation, T-Mobile canattempt to resolve the issue through network or equipment adjustments.  We regret any inconvenience to Ms. [redacted]regarding her data concerns.  It isimportant to mention that should Ms. [redacted] continue to experience dataconcerns she may contact Customer Care at [redacted] and request technical careassistance regarding Ms. [redacted] data concerns. In an effort toamicably resolve this matter, on June 12, 2015, T-Mobile posted a one-timecourtesy credit of $184.28 as compensation to Ms. [redacted] for any inconvenienceregarding this matter, bringing the account to a zero balance.   Based on the foregoing, we respectfully request that this complaintagainst T-Mobile be closed. Thank you for bringing this matter to our attention.  Should you have any further questions, pleasefeel free to contact me at the address below or [redacted]  Very truly yours, T-MOBILE USA, INC. [redacted]Executive Response

May 8, 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 26, 2017, regarding the above-referenced account.
T-Mobile is sorry to hear of Ms. [redacted] concerns with her T-Mobile account final balance and status. Please be assured that we make every effort to provide complete and accurate information to our customers and we apologize if Ms. [redacted] feels that this was not her experience.
A review of Ms. [redacted]’ account number [redacted] confirms that prior to the cancelation of the account; Ms. [redacted] had four active mobile numbers ending in [redacted]
T-Mobile records further confirm that Ms. [redacted] last remitted payment to T-Mobile on November 11, 2016, and November 16, 2013, totaling $180.39 which covered for her monthly service charges for the billing period from October 23, 2016, through November 22, 2016, originally due by November 15, 2016.
Ms. [redacted] following billing statement dated November 23, 2016, reflected new charges totaling $186.40 for service charges for the billing period from November 23, 2016, through December 22, 2017. Ms. [redacted] following billing statement dated December 23, 2016, reflected a balance in the amount of $574.21 from which $186.40 was past due and new charges in the amount of $387.81 for monthly service charges for the billing period from December 23, 2016, through January 22, 2017. Please note that on December 28, 2016, T-Mobile issued bill credits totaling $138.61 updating the account balance to $435.60.
T-Mobile records confirm that Ms. [redacted]’ canceled her account on December 28, 2017, when she ported her mobile numbers to another service provider. Ms. [redacted]’ billing cycle ran from the 23rd of one month to the 22nd of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Ms. [redacted] was billed through January 22, 2017.
Ms. [redacted]’ billing statement dated January 23, 2017, reflected a revised balance in the amount of $440.12 for monthly service charges for the billing periods from November 23, 2016, through January 22, 2017, plus a $5.00 late payment fee.
Ms. [redacted]’ final revised billing statement dated February 23, 2017, reflected a balance in the amount of $754.20 as new charges in the amount of $314.08 were assessed for a coverage enhancement equipment non return fee $289.00 plus $25.08 in taxes. Please note that the Signal Boosters 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.
Please be advised that T-Mobile has further investigated the charges associated to the non-return fee; our records confirm that Ms. [redacted] place an order for one of our 4G LTE Signal Boosters on January 1, 2016, and records confirm it was shipped to Ms. [redacted]’ T-Mobile billing address at the time. T-Mobile has no records that the Signal Booster was returned to T-Mobile, as such; it is T-Mobile’s position that the non-return fee is valid and owed.
On February 26, 2017, Ms. [redacted]’ account was transferred to third party collection agency Amsher to attempt to collect payment and a $188.55 collection fee was assessed to the account updating the balance to $942.75. On May 3, 2017, T-Mobile issued courtesy bill credits to the account totaling $113.33 which reduced the third party collection fee by $28.33. As AmSher’s attempts to collect the past due balance were unsuccessful, on May 7, 2017, the account was transferred to Enhanced Resource Centers. Ms. [redacted] may contact Enhanced Resource Centers directly at 1-800-501-7454 to discuss payment options. T-Mobile appreciates the opportunity to respond to Ms. [redacted] and we regret any inconvenience to her.
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.
Maggie R[redacted] Executive Response

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 7, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has encountered regarding the returned equipment and billing on her account. Our records confirm that as of May 16, 2017, Ms. [redacted] is subscribed to the Simple Choice North America Family Unlimited Talk, Text, and 4GB’s of Data, promotional rate plan, which for $100.00 per month, provides the first two lines with unlimited talk, text and4 GBs of data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first two are $10.00 each per month.
At the time of Ms. [redacted]’s purchase of a new handset for use on the mobile numbers ending in 0009 and 2786, T-Mobile provided a 20 day return period which allowed Ms. [redacted] to use the equipment to see if it met her needs.
T-Mobile records indicate that the order was never accepted by Ms. [redacted] and was returned to the sender. Based on this, upon speaking with Ms. [redacted] on June 8, 2017, T-Mobile closed the Equipment Installment Plan in full for the Samsung Galaxy S8 devices that were active on the account. Additionally, T-Mobile issued a $30.00 credit for prior monthly bill charges that were assessed to the account for the equipment. The account credit resulted in a credit balance of $75.00. Lastly, T-Mobile provided Ms. [redacted] a refund to the original payment method in the amount of $242.36. Please allow one to three business days for the funds to appear in the requested bank account. 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.
Abigail [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 this matter may have caused Mr. [redacted] and we appreciate the opportunity to address his concerns. T-Mobile records confirm that as of September 7, 2014, Mr. [redacted] subscribed to the Simple Choice Family Unlimited Talk, Text, and 4GB’s of Data, promotional rate plan, which for $100.00, provided the first four lines of service with unlimited talk, text and 4GBs of data at up to 4G/LTE speeds depending on device capability. Please note that all additional lines added after the first four lines of service are $10.00 each per month. T-Mobile records indicate that on February 17, 2017, Mr. [redacted] requested to have his rate plan updated to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan, which for $110.00, provides the first two lines of service with unlimited talk, text and data at up to 4G/LTE speeds depending on device capability. Please note that the third line of service has a cost of $45.00 per month and any additional line of service after the third has a cost of $25.00 per month. T-Mobile records indicate that the rate plan was not successfully updated. Accordingly, Mr. [redacted] was provided the following adjustments:
• On April, 11, 2017, an adjustment of $30.00 was applied;
• On May 10, 2017, an adjustment of $15.00 was applied; and
• On July 11, 2017, an adjustment of $30.00 was applied.
Please note that these adjustments were applied in order to compensate for the difference in taxes.
On July 14, 2017, in order to amicably resolve Mr. [redacted]’ concerns T-Mobile has engaged our Business Support team in order to resolve the rate plan change. As of this date Mr. [redacted]’ rate plan was successfully updated to the T-Mobile ONE Taxes Included Unlimited Talk, Text, and Data, promotional rate plan. In a conversation with Mr. [redacted] on July 20, 2017, T-Mobile has agreed to issue a one-time adjustment of $187.07 covering one month of service which has brought the account balance to zero.
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

January 25, 2018
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon, & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
T-Mobile Account Holder: [redacted]  
Your File No. [redacted]
T-Mobile...

Account No. [redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated January 11, 2018, from [redacted] 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 regrets any inconvenience Mrs. [redacted] may have experienced recently while upgrading her devices. T-Mobile records reflect that on December 14, 2017, Mrs. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a Samsung Galaxy Note 8 handset, as well an Alcatel A30 Tablet as adding a new mobile internet line ending in 9976. 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. Upon review, T-Mobile records reflect that during this time period there was no offer that would allow the tablet to be free.
T-Mobile records indicate that the line ending in 9976 is charged $20.00 per month; however, due to the account having active voice lines, a discount is provided. Customers with a qualifying Mobile Internet plan who also have one or more voice lines active on their account are eligible for a $10.00 monthly credit. Unfortunately, with the type of rate plan Mrs. [redacted] has, they are not eligible for an auto pay discount.
T-Mobile has been corresponding with Mrs. [redacted] via email; however, have not had the opportunity to speak with her over the phone to find the best resolution for her. T-Mobile will continue to work with Mrs. [redacted] in regards to 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.
Dolly A[redacted] Executive Response

February 1, 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 27, 2016, regarding the above-referenced account. T-Mobile regrets any confusion regarding the credits applied to Ms. [redacted] account. To further clarify on January 7, 2016, Ms. [redacted]' most recent billing statement was produced in the amount of $96.08 due on January 27, 2016. On January 8, 2016 a $165.00 credit was applied to Ms. [redacted] account for the disputed early termination fee reimbursement. Additionally, on January 19, 2016, a credit in the amount of $75.00 was applied toward the account. The total credit issued toward the account was $240.00. As a result of the foregoing credits applying toward the open balance of $96.08 Ms. [redacted] was left with a credit balance of $143.92 on the account. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response because:The statement here are FALSE.  " There was note a trade in device received for the phone line ending in [redacted]; therefore no account trade in credit was applied and the phone line was not enrolled in the promotion. Had the phone line met requirements the account would have received a trade in credit of $190.00 and the phone line ending in [redacted] would have received 24 EIP bill credits of $20.83 for a total amount of $499.99. The bill credits combined with the trade in credit make for a total offer value of $689.99. Attached is a copy of the email where T-mobile confirming that they have found my SamsungNote 5 (as exchange in accordance with the promotion) after I have made multiple calls and initiated a request for research for my Samsung Note 5 I had sent thru by mail as instructed since I availed the said promotion via online. The only reason I did not availed the promotion through the store (like I did for the [redacted] line) is because the stores was out of stock of the color I was looking for (coral blue). This email was even telling me that credits & adjustments have already been made which is evident how inefficient their record keeping are.This has been the huge problem all along where T-mobile could not get their records straight even after my NUMEROUS CALLS and even now still apparently unsuccessful,accusing me of not being compliant with the promotion. Every time I made a call to them I had to explain in detail the plight I have been going through and all they do is keep giving me false promises. If I would have known I had to through all of these I would have kept my Samsung Note 5. 
[redacted]