T-Mobile Usa Inc

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

[redacted]
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 27, 2017, regarding the above-referenced account. Please be advised that [redacted] is an authorized user on [redacted]’s account.
T-Mobile appreciates the opportunity to respond to Mr. [redacted]’s concerns related to the billing on his T-Mobile account. T-Mobile records confirm that on November 18, 2016, Mr. [redacted] activated mobile numbers ending in [redacted] and [redacted] and attempted to take advantage of the following promotions:
• 2016 Friends and Family 2 lines On Us;
• 2016 LG G Pad On Us;
• 2016 Fall LG Smartphone Offer
As can be expected, there are several eligibility requirements for each of the above promotions; some of these requirements were met and others were not.
As Mr. [redacted] activated mobile numbers ending in [redacted] and [redacted] during the promotional timeframe, he qualified for the 2016 Friends and Family 2 Lines On Us promotion. However, due to an inadvertent error, Mr. [redacted]’s promotional monthly credits were not applied to his account.
In regards to the 2016 LG G Pad On Us and 2016 Fall LG Smartphone Offer, T-Mobile records indicate that on November 18, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of a LG G Pad X tablet and LG K10 handset. Accordingly, Mr. [redacted] was asked to make a down payment for taxes on the full retail price and agree to a series of 24 monthly installments in the amount of $17.30. However, due to an inadvertent error, Mr. [redacted]’s account is only receiving promotional monthly credits for the LG K10 handset.
On March 31, 2017, in an effort to amicably resolve this matter, T-Mobile enrolled Mr. [redacted]’s mobile numbers ending in [redacted] and [redacted] in our 2016 Friends and Family 2 lines On Us promotion. These mobile numbers will receive automatic monthly bill credits to cover their monthly cost less any applicable taxes as long as Mr. [redacted] does not cancel any of his mobile numbers or changes to a non-qualified rate plan. Additionally, T-Mobile issued a credit in the amount of $205.14 for the cost for the two mobile numbers from November 18, 2016 through March 16, 2017.

Furthermore, on April 7, 2017, T-Mobile issued a credit in the amount of $239.99 for the remaining EIP balance and EIP payments already made towards the above-mentioned LG G Pad X tablet. As of April 7, 2017, Mr. [redacted]’s account reflects a credit balance of $149.78. 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.
William B[redacted]
Executive Response

Revdex.com:
Thank you for your assistance. Tmobile has now agreed to do what I asked to be done in the first place. I want to note, for the record, that I have not received a refund card for $13.92. I will be expecting that soon.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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

August 26, 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 Prepaid No. XXX-XXX-[redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated August 20, 2015, regarding the above-referenced account. T-Mobile is pleased to inform you that we spoke with Mr. [redacted] and he confirmed that his concerns have been resolved to his satisfaction. T-Mobile regrets any frustration Mr. [redacted] encountered with his equipment. Our records confirm that on July 31, 2015, Mr. [redacted] visited a T-Mobile retail store and purchased a new Kyocera Rally device. 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 a replacement of their device via T-Mobile’s Handset Exchange Program. Unfortunately, due to an administrative error, our Handset Exchange Program was not recognizing Mr. [redacted] equipment as a T-Mobile device. As such, we are unable to replace the Kyocera Rally through our Handset Exchange Program. Nevertheless, in an effort to amicably resolve this issue, T-Mobile has mailed Mr. [redacted] a new T-Mobile SPARQ device at no cost. Mr. [redacted] can expect to receive the SPARQ device within seven to ten business days via UPS at his address listed in his correspondence to your office. Mr. [redacted] is not required to return the Kyocera Rally handset and we suggest that he recycle the device. Furthermore, as an additional courtesy, T-Mobile has applied a $30.00 credit to Mr. [redacted] account and extended the expiration date on his balance of $62.00 through October 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted] Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response

June 26, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 19, 2017, regarding the above-referenced account.   T-Mobile appreciates this additional opportunity to review and address Ms. [redacted]’s concerns and understand the importance of providing professional and thorough service on every contact.   In Ms. [redacted]’s most recent letter to your office, she states she has yet to receive her final billing statement reflecting itemized charges.  It is important to note that billing statements are issued upon the end of the current billing cycle which, in this case, is the 1st of each month.  Ms. [redacted] will receive her final billing statement via mail approximately five to seven business days from the date the statement beings being processed.  Ms. [redacted] has been provided with the below contact number as well as the email address [redacted]@T-Mobile.com and T-Mobile asks that she contact me directly if she has any questions about the final billing statement.   Ms. [redacted] has also requested compensation for the cost of changing providers and T-Mobile has reviewed her original letter to your office where she states she has been unable to use her data and voice services.  T-Mobile has reviewed the most recent billing cycle and confirmed that, since converting to the T-Mobile ONE rate plan, Ms. [redacted] used over 650 minutes with calls as long as 71 minutes as well as 34GB of data.  While T-Mobile regrets to learn we are not the right carrier for Ms. [redacted], we have confirmed that she was able to successfully use her services and therefore must respectfully decline her request for additional compensation.   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.   Liana G[redacted] Executive Response

March 28, 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 March 22, 2016, regarding the above-referenced account. We regret any confusion to Ms. [redacted] regarding international travel via a cruise ship. Please also 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 Ms. [redacted] recent contact with T-Mobile. T-Mobile has reviewed Ms. [redacted] account regarding the disputed international roaming charges for mobile number ending in [redacted]. Please be advised on February 5, 2016, T-Mobile records confirm Ms. [redacted] added T-Mobile’s North America Feature at $10.00 per month for travel through Mexico, which offers customers an extension of the "home coverage area" of plans with Simple Global to include Mexico and Canada. With it, customers can use their device and service while travelling in Mexico and Canada just like you do in the U.S. Our records confirm however that the charges in dispute are for international roaming calls from February 10, 2016, through February 12, 2016 while on a cruise ship on international waters, which is not included in the above feature. The total charges for international roaming calls while on the cruise ship are $455.24 plus tax. It is T-Mobile’s position that these charges are valid and owed. Please note that calls made or received while the handset is roaming on a cruise ship are billed at a rate of $5.99 per minute, even if the ship is at dock in U.S. waters. This includes any incoming calls received while the handset is powered on as these calls are routed to the cruise ship’s network, and if unanswered, the calls are then routed back to the domestic T-Mobile voicemail platform. These calls, even if unanswered are then billed at the cruise ship roaming rate. Additionally, information on international roaming charges while on a cruise ship is readily available to customers who are interested in knowing the cost per minute before traveling. Information on calling charges can be found on www.T-Mobile.com and through calls to Customer Care. In an effort to amicably resolve Ms. [redacted] concerns however, T-Mobile provided a credit of $519.03, leaving the account with a valid and owed balance of $100.00. Additionally, T-Mobile placed a collection hold on the account set to expire on April 23, 2016, to allow Ms. [redacted] time to remit payment. Ms. [redacted] accepted this offer as resolution. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

September 27, 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 September 22, 2016, regarding the above-referenced account. Please be advised that we have made an attempt to contact Ms. [redacted], which was proven unsuccessful. As such, T-Mobile will make every effort to address her concern within this letter to her satisfaction. T-Mobile regrets any concern Ms. [redacted] has experienced in regards to her handset upgrade. T-Mobile records confirm that on July 8, 2016, Ms. [redacted] purchased a Samsung Galaxy S7 on T-Mobile’s Equipment Installment Plan (“EIP”) option. EIP is a purchase option that T-Mobile offers customers to purchase handsets over 24 monthly billed installments. At the time of purchase Ms. [redacted] agreed to 24 monthly billed installments in the amount of $28.34. Due to an inadvertent error, Ms. [redacted] was shipped a Samsung Galaxy S7 with a blocked IMEI which does not allow the handset to be activated or used. On July 14, 2016, T-Mobile placed a secondary order for a Samsung Galaxy S7 to replace Ms. [redacted]’s handset with one that did not have the IMEI blocked. In turn, Ms. [redacted] was to return the original Samsung Galaxy S7 back to T-Mobile’s return center. Regrettably, our records do not confirm that Ms. [redacted]’s original Samsung Galaxy S7 was returned. However, in an effort to amicably resolve this matter, on September 22, 2016, T-Mobile closed the remaining EIP balance of the original Samsung Galaxy S7 and has adjusted the two billed monthly installments of $28.34 leaving a balance of $179.07 due immediately. T-Mobile regrets any inconvenience. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Oscar T[redacted] Executive Response

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

receipt of your correspondence dated November 29, 2016, regarding the above-referenced account. We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] experienced when trading in his devices and we appreciate the opportunity to address his concerns. Please note that from November 24, 2016 through November 27, 2016, eligible customers who had T-Mobile ONE or a qualifying Simple Choice Unlimited with unlimited data and traded-in a qualifying fully owned Apple iPhone 6 handset could get iPhone 7 32GB handset for as low $100.00 after bill credits. T-Mobile records indicate that on November 27, 2016, Mr. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of an Apple iPhone 7 32GB handset and accessories. 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 installments. At the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to a series of 24 monthly installments in the amount of $32.31. Thereafter Mr. [redacted] surrendered in his iPhone 6 64GB handset and a trade in credit in the amount of $33.60 was applied to his account. Mr. [redacted] accepted the trade-in terms in conditions which advised Mr. [redacted] that he relinquishes his ownership rights and that the handset will not be returned to him. On November 28, 2016, Mr. [redacted] retuned the iPhone 7 32 GB handset and accessories to his local T-Mobile retail location and as such the EIP for the respective equipment and accessories was closed. Please be advised that no restocking fee was charged to Mr. [redacted]. At that time Mr. [redacted] request his iPhone 6 64GB to be returned to him however the handset was no longer available as it was shipped out to our warehouse. On December 1, 2016, T-Mobile spoke to Mr. [redacted] and a gesture of goodwill, T-Mobile advised Mr. [redacted] that we would mail him a brand new iPhone 6 64GB handset at no cost. In addition T-Mobile closed the remaining EIP balance in the amount of $108.32 for that handset. Mr. [redacted] was satisfied with the resolution and did not have any additional 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. Robert R[redacted] Executive Response

September 2, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] 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 27, 2016, regarding the above-referenced account. Please note that Ms. [redacted] has been designated as an authorized user on Mr. [redacted]’s T-Mobile account. We regret any inconvenience Ms. [redacted] has experienced regarding the expected coverage in areas traveled. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are numerous factors, such as: technical limitations, signal strength, equipment that may interfere with actual service, quality, and availability. Upon review, T-Mobile found that Mr. [redacted] was traveling in an area of Michigan which has coverage limitations and unfortunately Mr. [redacted]’s handset was not compatible with the available coverage. We recommend if Mr. [redacted] travels a lot to view our coverage map online at www.T-Mobile.com, or he can contact Customer Care for assistance. On August 26, 2016 T-Mobile provided a courtesy credit of $72.00; however, upon speaking to Ms. [redacted], T-Mobile provided an additional $50.00 courtesy credit as resolution in full to this matter resulting in a $99.65 account balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Mercedes B[redacted] Executive Response

I really appreciate all the work done for me. I was just waiting for the  payment process and verify that me credit has not been affected . Thanks again for all the help,  Sincerely [redacted]

May 16, 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 4, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenience Mr. [redacted] encountered regarding his account. On 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 discounted after 24 months.
Customers who traded-in the iPhone 5, 5C, 5S, or SE model would receive the phone at a final cost of $250.00. If a customer chose the iPhone 7 32 GB Plus model there was a cost increase of $120.00. Finally, customers who chose a larger memory variant of the iPhone 7 or iPhone 7 Plus were asked to pay $100.00 for each memory variant increase.
T-Mobile records reflect that Mr. [redacted] met all of the requirements of the 2016 iPhone 7 Trade Up offer for his four devices. However, due to an inadvertent error, Mr. [redacted] did not receive any promotional monthly bill credits. In an effort to amicably resolve this matter, T-Mobile applied a one-time lump sum total credit of $1,829.96 to the handset EIPs for the missing promotional bill credits and trade-in credits. The credit applied waived the balance of two iPhone 7 Plus 128GB devices, and reduced the EIP balance of one iPhone 7 Plus 128GB device to a $20.40 balance, and the iPhone 7 32GB to a $60.37 balance. Mr. [redacted] accepted the credit as a resolution. 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.
Abigail [redacted] Executive Response

Complaint: [redacted]I am rejecting this response because:
I'm not sure if it's assumed but I'm expecting a refund of $315.79 for the initial down payment I put down for opening a new account/phones and a check for $302 as a reimbursement for the old device we traded in from our old carriers. I know that I'm subject to a small balance for using the T-Mobile for under a week (the representative said it would be under $20) that will be deducted from those amounts owed to me. I believe I should not be subject to a restocking fee since this entire issue was the result of what T-Mobile telesales promised versus what that could actually honor. Provided all these happen (the refund and reimburse I disclosed above, I pay the small amount owed for limited usage of their network/phones, and no restocking fee) I consider this sufficient and I would close my complaint.Sincerely,[redacted]

March 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 February 27, 2016, regarding the above-referenced account. T-Mobile is pleased to report that we have successfully contacted Ms. [redacted] and has resolved the matter to her satisfaction. T-Mobile regrets any account billing concerns Ms. [redacted] may have experienced. Our records indicate that on January 11, 2016, payment arrangements were made with Ms. [redacted] with regard to her outstanding balance in the amount of $1,617.80. At that time, Ms. [redacted] agreed to remit a partial payment of $749.21 on January 25, 2016, via Future Dated Check (“FDC”). She also agreed to remit payment of $868.59 for the remaining balance on February 8, 2016, via FDC. Our records confirm that on January 15, 2016, Ms. [redacted] contacted Customer Care to inquire about making a payment prior to the scheduled arrangement date. At that time, Ms. [redacted] was informed that if she elected to make a payment, that upon request, the existing arrangement would be deleted to ensure that additional funds are not deducted from her checking account. Ms. [redacted] elected to not make any changes at that time. That next day on January 16, 2016, Ms. [redacted] remitted payment of $749.21 via Electronic Check Payment (“ECP”). On January 22, 2016, T-Mobile provided a text notification of the upcoming payment of $749.21 scheduled to be remitted via FDC on January 25, 2016. Thereafter, on January 25, 2016, the aforementioned payment was remitted via ECP. On February 2, 2016, Ms. [redacted] contacted T-Mobile to report that as a result of the recent payment that she had been assessed Non-Sufficient Funds fees by her banking institute. At that time, courtesy credits totaling $40.00 were applied to Ms. [redacted] account and on February 3, 2016, she remitted payment of $50.00. Regrettably, on February 3, 2016, the aforementioned payment of $749.21 was returned as being un-paid. On January 6, 2016, an additional courtesy credit of $35.00 was applied to Ms. [redacted] account. On February 12, 2016, Ms. [redacted] contacted Customer Care and attempted to make a payment via ECP, which was unsuccessful. At that time, Ms. [redacted] was informed that due to the recent returned check payment, her account was restricted from making payments via ECP. Please note that once a payment method has been restricted, customers are prevented from making payments via the returned payment method (electronic check or credit card) for 30 days or more, regardless of the return reason. As such, on February 16, 2016, Ms. [redacted] remitted payments totaling $774.21 via credit card. On February 25, 2016, T-Mobile informed Ms. [redacted] that she will be eligible to make payments via ECP as of March 4, 2016. In an effort to provide an amicable resolution, T-Mobile applied a courtesy credit of $290.89 for half of the total outstanding balance. T-Mobile also agreed to place an Executive billing hold on the account until March 16, 2016, so that Ms. [redacted] will be able to make a payment for the remaining account balance of $290.89 via ECP. In addition, please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms. [redacted] recent contact with our Customer Care. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Emilio San M[redacted] Executive Response

August 3, 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 Nos. [redacted] & [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated July 26, 2016, regarding the above-referenced accounts. Upon receipt of this correspondence, T-Mobile contacted the number provided and reached Mr. [redacted]’s authorized user of record, Ms. [redacted]. T-Mobile is delighted to have resolved this matter to Ms. [redacted]’s satisfaction. T-Mobile regrets any concerns that Mr. [redacted] and Ms. [redacted] have experienced regarding their recent account migration. T-Mobile records confirm that Mr. [redacted] recently took advantage of T-Mobile’s Smartphone Equality offering, which allows existing prepaid and Simple Choice No Credit check (“SCNC”) customers with an excellent payment history, meaning we have received at least 12 consecutive on-time payments, to be migrated to a postpaid regular account type, without any credit check. In addition, customers who have qualified for this offer are able to utilize T-Mobile’s Equipment Installment Plan (“EIP”) offering, and receive the best available pricing on T-Mobile handsets, including taking advantage of zero-down pricing with many handsets. T-Mobile records confirm that on July 3, 2016, Mr. [redacted] moved his four mobile numbers from his existing SCNC account to a regular postpaid account, with the account number [redacted], using T-Mobile’s Smartphone Equality offering, allowing Mr. [redacted] to migrate without a credit check. It is very important to note that when customers change account types, they will need to reset their online profiles at My.T-Mobile.com, and their billing cycle close date and due date will likely change. Our records confirm that Mr. [redacted] was sent his first billing statement for his new account on June 3, 2016, in the amount of $135.93, which was due on June 23, 2016. However, on July 2, 2016, when the payment had not been received, the account was suspended for non-payment. However, on July 3, 2016, T-Mobile received the payment for service and the account was restored with a zero balance. We regret if Mr. [redacted] was not properly notified of his new billing due date, and although normally customers are assessed a $20.00 per line restore-from-suspend fee following a suspension, Mr. [redacted] was not charged for any restore-from-suspend fees, and T-Mobile has agreed to ensure he will not be charged any fees related to the suspension. In addition, upon speaking with Ms. [redacted] regarding this matter, we were able to ensure that her and Mr. [redacted] now have full access to their online T-Mobile accounts and establish the primary account holder, as well as correcting their concerns regarding the social security number appearing incorrectly. In an effort to amicably resolve this matter, and as a gesture of goodwill to Mr. [redacted] and Ms. [redacted], T-Mobile issued a credit to the active account, account number [redacted], in the amount of $271.96, the value of two months of service, bringing the account to a revised credit balance of the same amount. In addition, T-Mobile issued a credit of $41.91 to Mr. [redacted]’s previous account, account number [redacted], and the account is now closed with a zero balance. Ms. [redacted] accepted this offer as resolution in full to her and Mr. [redacted]’s 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. Kayla J[redacted] Executive Response

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

[redacted]
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]

Complaint: [redacted]I am rejecting this response because:
This dispute is not resolved. T Mobile has called me twice and I returned their call and left a message for them to call me back. We've been playing phone tag, but I have attempted to respond to their communications. Sincerely,[redacted]

February 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 January 27, 2017, regarding the above-referenced account. T-Mobile sincerely regrets any inconvenience Mr. [redacted] has experienced regarding the Samsung Galaxy Note 7 handset. As has been widely reported, Samsung announced a world-wide recall of their highly regarded and Galaxy Note 7. Upon learning of the recall, T-Mobile put several processes in place to facilitate the return of any Note 7 handsets that our customers have in hand. In an effort to resolve this matter amicably, T-Mobile applied a credit of $371.09, to the account balance. In addition, T-Mobile agreed to arrange for the remaining balance of $1,835.06, to be paid into five extended payment installments of $367.01, to bill out for with the next five billing statements. The account currently reflects 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. Pancho Q[redacted] Executive Response

July 29, 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 July 18, 2017, regarding the above-referenced account.  We regret any concerns Ms. [redacted] has regarding her T-Mobile billing. On April 30, 2017, Ms. [redacted] activated T-Mobile service and subscribed to the T-Mobile ONE All In two lines for $110.00 monthly rate plan.   In addition, Ms. [redacted] subscribes to the optional Premium Device Protection feature for $12.00 monthly feature on both of her lines for a total monthly recurring charges (“MRC”) of $134.00. T-Mobile offers customers subscribed to eligible Simple Choice and T-Mobile ONE rate plans the largest global data coverage area included at no extra charge.  This global freedom was automatically added to qualifying Simple Choice rate plans and is available in over 100 countries and destinations (see www.t-mobile.com/international for participating countries).  Please note, there is no need to for customers to add a separate feature or service to the account before they travel if they are subscribed to a qualifying rate plan. T-Mobile records confirm that Ms. [redacted] has been subscribed to a T-Mobile ONE eligible rate plan since April 30, 2017.  Upon investigation, our records confirm that Ms. [redacted] was charged a total of $302.51 plus taxes for roaming charges for her mobile number ending in 7920 for calls made and/or received while on a cruise ship.  Calls made and received while on a cruise ship and connected to the cruise ship network are billed at a rate of $5.99 per minute and are not eligible for Simple Global rates.   T-Mobile regrets any confusion Ms. [redacted] has regarding her Simple Global coverage.  Please be advised in addition to Ms. [redacted]’ Simple Global coverage her T-Mobile ONE rate plan also includes T-Mobile’s Mobile without Boarders which provides extended home coverage from the U.S. to Mexico and Canada at no additional charge.   This feature allows T-Mobile customers to travel between the U.S., Canada and Mexico without being charged international rates.   In order to amicably resolve Ms. [redacted]’ concerns T-Mobile has agreed to apply a onetime credit in the amount of $345.00 for the international charges leaving a credit balance of $345.00 on Ms. [redacted]’ 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.   Christopher P[redacted] Executive Response

September 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 August 30, 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; and that T-Mobile has successfully resolved her concern to her satisfaction.   T-Mobile regrets any concern Ms. [redacted] has experienced regarding payment arrangements established on the account.  Please be advised that T-Mobile records confirm that on August 9, 2017, Ms. [redacted] contacted T-Mobile Customer Care and established a payment arrangement for her then balance due of $296.08 to pay it via two installments of $148.04 on August 23, 2017, and on August 30, 2017.  On August 14, 2017, a new billing statement generated reflecting the past due balance of $296.08 and current charges in the amount of $295.04 reflecting a total balance due of $591.12 by September 6, 2017.   It is important to note that T-Mobile records confirm that on August 24, 2017, the day after the first part of her arrangement was due, Ms. [redacted] contacted Customer Care; however records do not confirm she was promised an extension or an arrangements to pay the entire past due balance of $296.08 by August 30, 2017, and a payment was due immediately.  As a payment for the first part of the arrangement was not submitted her services were suspended due to nonpayment on August 26, 2017.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date and as stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed.  Therefore, when Mr. [redacted] contacted Customer Care on August 26, 2017, and made a new payment arrangement to reactivate his service, the account was assessed a $20.00 restore from suspension fee per line of service in a total of $139.74 which increased his past due balance from $296.08 to $435.82.   At that time, Mr. [redacted] agreed to a two part payment arrangement to pay the new revised past due balance with restore from suspension fees by paying $217.91 on August 30, 2017, and $217.91 on September 6, 2017.  Please be advised that on August 29, 2017, Ms. [redacted] did contact Customer Care and the first part of the arrangement was closed to avoid an automatic debit on August 30, 2017, and also removed the restore fees as a courtesy by applying a credit of $139.74 leaving a revised past due balance of $296.08 once again in which Ms. [redacted] has not submitted a payment or partial payment for as of August 31, 2017.    Please be advised that on September 1, 2017, T-Mobile contacted Ms. [redacted] and closed the payment arrangement completely and provided an extension for the past due balance of $296.08 to be paid in full by September 8, 2017, and has encouraged Ms. [redacted] to attempt to submit a payment for the current charges of $295.04 as well if not contact Customer Care to establish a payment arrangement to avoid further interruptions.   It is important to note that T-Mobile does not reflect a record that a debited payment was attempted on August 30, 2017 for the payment of $221.91 per the arrangement that Mr. [redacted] agreed to.  As such, T-Mobile has asked Ms. [redacted] to provide an unaltered bank statement reflecting revolving balances and fees assessed by her financial institution in which T-Mobile would be gladly to refund to resolve this matter amicably.  Ms. [redacted] may provide the unaltered statements to:   Email them to [redacted]@T-Mobile.com Or Faxing them to 505-998-3796 Attention Oscar T.   Upon receipt T-Mobile shall review and provide any applicable refund due.  T-Mobile regrets any inconvenience to Mr. [redacted] and Ms. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.   Oscar T[redacted] Executive Response